Adoption Counselor

Schedule

Sunday 10:00 am–6:30 pm, Monday 11:30 am–8:00 pm, Tuesday 11:00 am–7:30 pm, Wednesday 11:30 am–8:00 pm, Saturday 10:00 am–6:30 pm. Off Thursday and Friday.

Who We Are

Animal Care Centers of NYC (ACC) is one of the nation’s largest open‑admission animal shelters, with a mission to end animal homelessness in New York City. We serve nearly 20,000 animals each year and maintain a 90% placement rate through progressive, life‑saving programs. ACC is more than a shelter — we are a community resource dedicated to keeping the human‑animal bond intact, partnering with over 200 New Hope placement organizations, responding to animal emergencies 24/7, and providing low‑cost services including compassionate end‑of‑life care.

About the Role

The Adoption Program connects people and pets to help end animal homelessness in NYC. We use an open‑adoption, conversation‑based approach that welcomes all potential adopters without judgment. Adoption Counselors are the voice of the homeless pet population, promoting adoptions through superior customer service, animal husbandry knowledge, and post‑adoption support to ensure successful matches.

Required Qualifications

• High School Diploma or GED
• At least one year of customer service experience
• Strong computer literacy
• Ability to handle different breeds and sizes of dogs
• Commitment to treating animals and people with respect using humane handling techniques
• Ability to lift a minimum of 50 lbs

Benefits

• Generous paid‑time‑off package: vacation, birthdays off, personal days, and sick pay
• Cigna medical, dental, and vision insurance at low employee premium
• 401(k) and pension plans
• Life insurance
• On‑the‑job training (2–4 weeks) plus periodic all‑staff trainings (safety, DEI, cross‑training, growth opportunities)
• Eligibility for Public Service Loan Forgiveness (PSLF) — full‑time nonprofit employees may qualify for tax‑free forgiveness of Federal Direct Loans after 120 qualifying payments

Essential Job Functions

• Provide exemplary customer service, guiding adopters through the process, helping them find a good match, and supplying information and resources during counseling sessions
• Routinely socialize and interact with dogs, cats, rabbits, and guinea pigs
• Process adoption paperwork: close animal records, enter rabies/dog license information, process payments and donations in Shelterbuddy database, ensure filing and organization per policy

Other Responsibilities

• Escort clients to view available animals, explain kennel cards, and assess what they are looking for in a pet
• Review adoption applications, interview prospective adopters, and make adoption decisions
• Perform reference checks as needed
• Monitor and respond to emails on a shared adoption account
• Occasionally attend offsite adoption events and participate in community outreach
• Answer phones and check voicemails promptly
• Provide post‑adoption follow‑up to address questions or challenges
• Interact with available animals to gather information for best matches
• Handle and conduct interactions between animals and potential adopters
• Prepare animals for departure: fit dogs with collars/harnesses, place cats, rabbits, and guinea pigs in carriers using low‑stress techniques
• Conduct and write rabbit evaluations to promote adoptions
• Write bios and take photos to increase adoptability
• Photograph and track positive adoption stories (“Happy Tails”) for internal sharing
• Clean and organize adoption areas
• Obtain Fear Free Shelter certification within 30 days of hire
• Complete other duties as assigned by supervisor

Preferred Qualifications

• Bilingual (Spanish)
• Prior experience with Microsoft Office Suite
• Prior animal handling experience with dogs, cats, and small animals
• Comfort working in a fast‑paced, high‑stress, ever‑changing environment
• Customer‑driven with a focus on providing a positive, upbeat experience
• High attention to detail, strong work ethic, and ability to thrive in a busy setting
• Ability to work independently and collaboratively as part of a team

Work Environment

This is a hands‑on, team‑oriented shelter environment. You may be asked to assist with tasks outdoors in all weather conditions. The facility can be noisy, and employees must remain calm and professional in stressful situations involving animals or the public. The shelter houses hundreds of animals at any time, so fur, odors, and airborne particles are abundant. ACC also provides compassionate end‑of‑life services for pet owners who cannot afford private veterinary care.

Reports to: Adoptions Manager. This is a non‑union hourly position eligible for overtime.