Animal Shelter Services Coordinator

Responsible for coordinating community programs, communications, partnerships, outreach initiatives, and public engagement efforts that strengthen the relationship between the Animal Shelter and the community. This position serves as the primary coordinator for assigned departmental programs and initiatives while supporting additional projects and operational priorities as needed. Program assignments may evolve over time based on departmental priorities, operational needs, workload distribution, and employee knowledge, skills, and abilities. Work is performed under the general direction of the Shelter Services Supervisor.Customer Service & Front Office Operations (25%)

• Serves as a member of the front office team by providing exceptional customer service in person, by telephone, and through electronic communications. 
• Assists with animal intakes, owner reclaims, adoptions, licensing, permits, customer transactions, and other front office functions. 
• Provides cross-coverage during public business hours to ensure efficient front office operations. 
• Assists customers by providing accurate information regarding shelter services, programs, City ordinances, and available community resources. 
• Maintains confidentiality while handling sensitive customer and animal information. 
• Promotes a welcoming, professional, compassionate, and solution-oriented environment for all shelter visitors.

Communications & Community Engagement (25%)

• Develops and implements communication strategies that support departmental priorities and organizational goals. 
• Coordinates public information, educational materials, newsletters, website content, promotional materials, and approved communication platforms. 
• Develops communication calendars and outreach campaigns that promote shelter programs, responsible pet ownership, and community awareness. 
• Assists with branding, messaging, and public relations efforts to ensure consistent communication. 
• Evaluates communication effectiveness and recommends improvements based on community engagement and organizational priorities. 
• Serves as the departmental resource for assigned communication and public engagement initiatives. 

Community Programs & Partnerships (25%)

• Provides primary coordination for assigned community programs and initiatives while supporting additional programs as operational needs require. 
• Builds and maintains collaborative relationships with volunteers, community organizations, businesses, schools, veterinary providers, civic organizations, and other stakeholders. 
• Coordinates the recruitment, training, scheduling, recognition, and support of volunteers and community participants for assigned programs. 
• Assists with the planning, implementation, and evaluation of departmental initiatives designed to strengthen community engagement and customer service. 
• Identifies opportunities to expand partnerships and increase community involvement in support of departmental goals.

Organizational Support & Program Development (25%) 

• Assists with the planning, implementation, and continuous improvement of departmental programs, projects, and initiatives. 
• Tracks program outcomes and prepares reports measuring community participation, program effectiveness, and operational performance. 
• Conducts research and recommends improvements that enhance service delivery, operational efficiency, and community impact. 
• Coordinates administrative support for assigned programs, outreach efforts, special events, and departmental initiatives. 
• Performs related duties and assumes primary or supporting responsibility for assigned projects based on departmental priorities, operational needs, and individual knowledge, skills, and abilities.

• Bachelor's degree in Communications, Marketing, Public Relations, Business Administration, Organizational Leadership, Education, Animal Science, or a related field; or an equivalent combination of education, training, and progressively responsible experience. 
• Three to five years of progressively responsible experience in communications, marketing, volunteer coordination, customer service, community outreach, nonprofit administration, event planning, or a related field. 
• Experience developing marketing campaigns, educational materials, or public communications. 
• Experience coordinating volunteers, community events, or outreach initiatives. 
• Experience using Microsoft Office Suite, website content management systems, social media platforms, and graphic design software preferred. 
• Experience with photography, videography, or digital content creation is desirable. 
• Experience working in animal welfare, municipal government, or nonprofit organizations is preferred.

NECESSARY SPECIAL QUALIFICATIONS
Employee must possess or have the ability to obtain valid Montana driver’s license.

• Ability to provide exceptional customer service while balancing multiple priorities. 
• Excellent written and verbal communication skills. 
• Ability to organize multiple projects and meet deadlines in a fast-paced environment. 
• Ability to establish and maintain effective working relationships with coworkers, volunteers, community partners, and the public. 
• Ability to communicate effectively with diverse audiences through written, verbal, and digital communications. 
• Ability to exercise initiative, creativity, sound judgment, and professionalism. 
• Ability to maintain confidentiality and represent the City and Animal Shelter in a positive and professional manner. 
• Ability to adapt to changing priorities while maintaining focus on customer service and operational needs.

CORE COMPETENCIES

• Exceptional Customer Service 
• Clear Written & Verbal Communication 
• Inclusive Community Engagement 
• Strategic Marketing & Communications 
• Comprehensive Event Coordination 
• Supportive Volunteer Coordination 
• Strong Organizational Skills 
• Collaborative Relationship Building 
• Innovative Creativity 
• Effective Teamwork 
• Proactive Problem Solving
• Highest degree of confidentiality

SUPERVISORY RESPONSIBILITY
This position does not provide direct supervision of City employees but provides coordination, guidance, and leadership to volunteers, interns, and community partners participating in shelter programs and events.

WORK ENVIRONMENT
Work is performed in an office, shelter, kennel, and community environment. Frequent interaction with the public, volunteers, partner organizations, and animals is required. Exposure to cleaning chemicals, disinfectants, animal waste, and the potential for animal bites or scratches occurs routinely. Evening, weekend, and occasional travel may be required to support community events, outreach activities, training, and educational opportunities.

PHYSICAL DEMANDS
While performing the duties of this job, the employee is frequently required to stand, walk, sit, bend, crawl, twist, reach, ride and perform similar body movements. Must have the ability to perform medium physical work and to lift and carry up to 50 pounds at a time; the possession of hand/eye coordination sufficient to operate a computer and a motor vehicle; the ability to talk and hear in person or by telephone; and the ability to see and read instructions and reports.  

EXPECTED HOURS OF WORK
The work schedule is a 40-hour work week, Sunday through Saturday.  Schedule will vary. This position is a non-exempt and eligible for overtime.   Any overtime must be authorized prior to working.

TRAVEL
Travel is primarily local during the business day. Occasional travel may be required to attend off-site events, training, and educational opportunities.