Resource Center Specialist

Description

The Humane Society for Southwest Washington is currently seeking a Resource Center Specialist to join our team. This is a full-time, FLSA nonexempt opportunity. 

Since 1897, HSSW has been the leader in animal welfare across Southwest Washington. With an annual operating budget of $15 million, we are the largest and most innovative animal welfare organization in the region. Our shelter campuses in Vancouver and Longview, WA serve more than 10,000 animals each year, providing high-quality care, medical services, and the compassion they deserve. 

Our community-based approach helps keep pets and people together. Through the Nierenberg Community Veterinary Clinic, the Sandra Richardson Miller Mobile Veterinary Clinic, the Swigert Family Behavior & Training Center, and programs like free pet food and other essential resources, we serve more than 18,000 owned animals annually expanding access to affordable veterinary care, spay/neuter, training, and support. 

We also own and operate ReTails Thrift Store, a top shopping destination named Best Thrift Store in Clark County for eight consecutive years, providing vital funding for our mission. 

At HSSW, you’ll find an innovative, high-energy culture where your passion for animals and people can make a real difference. We’re looking for team members who want to be part of something bigger: supporting pets, strengthening families, and shaping the future of animal welfare in Southwest Washington. HSSW has been honored as Best Non-Profit for two years running—a recognition of our impact and leadership in the community. 

Resource Center Specialist

The Resource Center Specialist is the primary point of contact for incoming public communication into HSSW, including phone calls, text messages, email, web forms, and other digital channels. This role serves as the front door to the organization and is responsible for delivering accurate, timely, and compassionate support across multiple programs and service lines. 

The initial deployment for this position may focus heavily on Community Medicine, including Community Vet Clinic phone, text, and email support, appointment scheduling workflows, payment processes, eligibility guidance, and financial assistance conversations. 

This is a fast-paced, high-volume communication role that requires strong emotional intelligence, sound judgment, and the ability to manage complex and often emotionally charged interactions with the public. Specialists must be able to quickly assess needs, de-escalate challenging situations, and route or resolve inquiries appropriately while maintaining professionalism and consistency across all interactions. 

Key Responsibilities

Communication Management & Intake

• Serve as the first point of contact for all inbound communication (calls, texts, email, web forms, and other channels).
• Manage high volumes of concurrent interactions while maintaining accuracy and professionalism.
• Gather relevant information and document interactions accurately, even during high-volume or concurrent contacts. 
• Route inquiries to appropriate departments or staff based on established workflows and protocols.

Client Support & Problem Solving

• Provide clear, accurate, and consistent information about HSSW programs, services, policies, and resources.
• Assist clients with a wide range of needs including veterinary services, admissions, adoptions, lost and found, and community programs.
• Resolve routine and moderately complex inquiries independently; escalate when appropriate.
• Explain service eligibility, income self-attestation, financial assistance options, and program limits clearly and compassionately. 
• Provide accurate information about appointment payment processes, payment deadlines, accepted payment methods, and related policies. 
• Follow up on unresolved inquiries to ensure closure and accountability.

De-escalation & Emotional Support

• Respond professionally to individuals experiencing stress, frustration, or crisis situations.
• Utilize de-escalation techniques, active listening, and empathy to manage difficult interactions.
• Maintain composure and effectiveness in high-stress or emotionally intense situations.
• Balance compassion with organizational policies, safety considerations, and operational limitations.
• Use appropriate reset strategies between difficult interactions to remain effective, professional, and ready for the next contact. 

Operational Coordination

• Maintain working knowledge of multiple HSSW programs, including shelter operations, community medicine, mobile clinics, and other service lines.
• Coordinate closely with internal teams to ensure accurate information sharing and smooth handoffs.
• Manage appointment-related workflows in scheduling systems, including booking, modifying, canceling, waitlists, no-show documentation, consent forms, and payment link initiation. 
• Recognize medical concerns, animal welfare concerns, verbally aggressive callers, and other escalation triggers; escalate promptly according to protocol and never provide medical advice. 
• Identify trends or recurring issues in communication volume and escalate insights to leadership.
• Support continuous improvement of workflows, scripts, and communication tools.

Documentation & Systems

• Accurately document client interactions, requests, follow-ups, payment notes, and handoffs in applicable systems. 
• Utilize communication platforms (phone system, CRM/ticketing tools, email, texting platforms) to manage workload efficiently.
• Ensure compliance with data privacy, confidentiality, and organizational standards.

Qualifications & Skills

Required

• At least 1 year of experience in customer service, call center, or high-volume communications role 
• Strong verbal and written communication skills 
• Ability to manage high-volume, multi-channel communication environments 
• Demonstrated emotional intelligence, empathy, and professionalism 
• Ability to remain calm and effective in stressful or confrontational interactions 
• Strong problem-solving skills and sound judgment 
• Ability to balance compassion with policy limits, capacity constraints, safety considerations, and available resources 
• High level of organization and attention to detail 
• Ability to learn and retain knowledge across multiple programs and service areas 

Preferred

• Experience in animal welfare, veterinary services, or human/social services 
• Bilingual or multilingual, especially Spanish, strongly preferred 

Compensation 

The hourly pay for this position ranges from $19.47 to $20.85 per hour. Starting wage is dependent upon experience. 

Employee Benefits and Perks
In addition to serving in an organization with a compassionate and strategic purpose, eligible employees enjoy a comprehensive benefits package and a variety of employee perks. 

Benefits include: 

• Health insurance effective the first of the month following hire (full-time employees). 
• Dental and vision insurance effective the first of the month following hire. 
• Matching percentage 401(k) retirement plan beginning the first month after hire, with a 3-year graded vesting schedule and ROTH contribution option. 
• Employee Assistance Program (EAP) available to all employees and household members. 
• Section 125 FSA Cafeteria Plan for out-of-pocket health and/or dependent day care expenses. 
• Access to affordable life, disability, and accidental supplemental insurance. 
• Numerous employee discounts and discounts with partner organizations. 
• Public Service Loan Forgiveness qualified employer. To learn more about this Public Service Loan Forgiveness (PSLF) program, go to https://studentaid.gov/manage-loans/forgiveness-cancellation. 

Paid Time Off (PTO)  

This position accrues PTO at a rate of 1.84 hours for every 40 hours worked.  

Additional Paid time includes: 

• Floating Holidays (full-time employees). 
• Bereavement leave 
• Pet bereavement leave 

Working Conditions & Expectations

• High-volume, fast-paced environment with continuous public interaction 
• Regular exposure to emotionally challenging situations involving animals and people in crisis 
• Ability to sit for extended periods while managing phone and computer systems 
• Requires comfort working within established protocols, including knowing when to answer directly, when to ask for help, and when to escalate. 
• May require weekend or evening shifts depending on operational needs 

Culture 

Vision: A community where everyone loves and cares for animals. 

Mission: Rescue. Return. Restore. Rehome. Reconnect. One animal at a time 

Values: Compassion. Collaboration. Excellence. Service. Integrity. 

The ultimate team player: 

• Displays interest, enthusiasm, and an affinity for working with people. 
• Demonstrates an attitude in being of-service, using good judgment, maintaining a positive outlook, and ideally, a sense of humor. 
• Works well in teams and demonstrates an attitude and commitment to collaboration with a sincere interest in helping others succeed. 
• Is committed to achieving excellence individually and as a part of the team. 
• Exhibits adaptability, curiosity, flexibility to change, open to new ideas, and encourages others to recognize changes in work tasks, situations, and environment as an opportunity for transformation. 
• Is committed to personal and professional development through life-long learning. 

How to Apply 

Does HSSW sound like the right place for you?  

Does this job sound like a great fit & do you meet the qualifications for this position? 

If so, then click the Apply button to begin your journey to join our team today. HSSW participates in E-Verify

The Humane Society for Southwest Washington is an equal opportunity employer and provides reasonable accommodations during the hiring process for qualified applicants with disabilities. 

For more information visit https://HSSW.org/careers/.  

Application Deadline: Open until filled.