Shelter Service Representative

About the Office of the City Administrator
The Office of the City Administrator and its 20+ divisions and departments operate core internal and public-facing essential services in to San Francisco residents and businesses. Our aim is to strengthen San Francisco by providing efficient and effective government services to increase safety and resiliency, support our local economy, and optimize capital planning and infrastructure all while prioritizing equity and inclusion. Our vision is to lead the nation in public administration and to enable City departments to effectively deliver critical public services. We aim to help the city run better, to connect San Francisco residents and constituents to the vital public services they seek, and to create a meaningful and diverse work culture that is the place of choice for people who are invested in a career in public service. We are committed to ensuring that the City services are inclusive, efficient, equitable, and culturally competent for San Franciscans of all races, ethnic backgrounds, religions, and sexual orientations. This commitment requires comprehensive review and thorough analysis of existing practices and policies to remove barriers to real inclusion. We are also committed to ensuring that we have a safe, equitable, and inclusive workplace for individuals of all races. This includes creating opportunities for hiring, promotion, training, and development, for all employees, including but not limited to, Black, Indigenous, and people of color (BIPOC).

About Animal Care & Control
The San Francisco Department of Animal Care & Control (SFACC) is a taxpayer-funded, open-admission animal shelter. Since 1989, SFACC has provided housing, care, and medical treatment to wild, exotic and domestic stray, lost, abandoned, sick, injured, and surrendered animals. SFACC’s doors are open to all animals in need regardless of species, medical, or behavioral condition. The shelter also enforces all state and local Animal Control and Welfare laws and is the first responder for animals in natural disasters and citizen emergencies. SFACC shelters homeless, neglected, and abused animals and provide humane education and many other services to the community. SFACC is the local agency that investigates animal cruelty, enforces animal welfare laws, rescues injured and orphaned wildlife and birds, and aids domestic animals in distress. SFACC aims to adopt, re-home, or reunite domestic animals with their guardians and to release wildlife to their native habitat.

Role description

• Courteously and effectively provides animal care and control services, information and assistance to the public, both in person and by telephone; resolves issues from the public, often under stressful conditions due to the emergent nature of the work.

• Educates the public about animal issues and responsible pet ownership and promotes a humane and caring attitude towards animals; provides information on pet adoption, spay and neuter services, pet training and other animal-related services; promotes good public relations; provides information on opportunities for volunteer work and donations.

• Clearly and accurately explains state and local laws and ordinances, departmental policies and procedures, and information regarding pet ownership, licensing, adoption, redemption, surrender and/or other animal-related issues to members of the public.

• Assists the public to surrender, redeem and adopt animals in accordance with animal control laws and departmental procedures; collects information about animals and persons in accordance with animal control laws and departmental procedures; interviews potential adopters regarding animal adoptions and makes decisions about suitability of prospective adopters; demands independent judgment to follow-up on securing required or additional information, and reunite lost and found animals with their owners or place with a suitable new home.

• Handles animals humanely and safely; transports animals and wildlife to adoption events, for veterinary care and treatment, and to other animal shelters, humane societies or wildlife centers; may perform a variety of errands and delivery of lab specimens, animals and documents.

• Records transactions at the animal shelter, including narrative reports of public interactions and contacts; processes a variety of forms; documents information regarding the impoundment, condition, release and/or adoption of animals; produces and maintains accurate records regarding animal shelter office activities; uses a computer to access information in the shelter database, enter and update data, and print out documents, receipts and reports; reconciles invoices for charges to the department.

• Collect and process information necessary to follow-up and enforce the City’s dog licensing program; issues dog licenses and citations for violations of animal control law.

• Collects fees, produces receipts, makes change and balances daily receipts.

• Receives, records and relays requests for routine and emergency services from the public to appropriate personnel or division; using a two-way radio in accordance with FCC rules, communicates with personnel in the field.

• Ensures cleanliness and neatness of work area.

• Performs related duties as assigned.

Minimum Qualifications:

• Experience:
  1. Six months experience providing customer services and information in an animal care and control operation or a related animal welfare/protection facility; OR
  2. Two years experience as a customer service representative in an office or facility with heavy face-to-face public contact.

• License and Certification:
  Possession and maintenance of, or the ability to obtain and maintain, a valid California Class C Driver's License.