The Georgian Triangle Humane Society is a not-for-profit charity that provides abandoned, neglected and abused domestic animals a second chance in life at a forever home. The Adoptions Team facilitates the adoption and subsequent retention of approximately 1200 homeless animals annually, and the Feline Adoption Administrative Volunteer contributes towards this success by touching base with all GTHS Cat Adopters.
Feline Adoption Administrative Volunteer
Description
Reporting to the Adoptions Coordinator, the Feline Adoption Administrative Volunteer is responsible for helping to manage the Cat Adoption Follow-up for the Georgian Triangle Humane Society. The incumbent represents the GTHS in a professional manner and is responsible for touching base with all GTHS Cat Adopters in a timely manner and recording communications with Cat Adopters. Key components of this role will be to prevent adoption returns and transition adopters into donors, utilizing exceptional customer service skills.
Time Commitment
4-6 hours per week, working from home. A minimum commitment of 6 months is required.
Roles and Responsibilities
Complete post-adoption follow-up
- Adoption Administrative Volunteer will be expected to use a GTHS provided Microsoft Office email address
- On a weekly basis, send a follow-up email to our recent adopters (list of animals adopted will be provided each week by the Adoptions Coordinator)
- Enter Adopters’ information into Sumac
- Research Adopters in Petpoint and Sumac for any staff memos about the adopted animals
- Contact GTHS Cat Adopters 7-10 days post-adoption, after double-checking Petpoint for any recent communications between Adopters and GTHS staff members
- Follow the GTHS script for all post-adoption emails and phone calls
- Record details of all post-adoption Adopter communications in the Sumac database
- Relay any concerns requiring attention or action to the Adoptions Coordinator
- Write and mail a hand-written ‘thank you’ card to GTHS Adopters within a few weeks post-adoption (cards and stamps are collected from the Animal Centre, as needed)
- Consistent and open communication with the Adoptions Coordinator
- Provide responses to any general questions raised about the GTHS
- Must be familiar with GTHS adoption process and able to answer basic questions about the organization
- Ensure any behavioural or health related questions specific to the Adopter’s animal immediately get directed to the Adoptions Coordinator
- Ensure any important information is captured in the appropriate database(s)
- Direct additional Adopter information requests or follow-up calls to the appropriate GTHS staff member by email
- Seize opportunities during communications with Adopters to transition them into Donors for the organization
- Diligently and thoroughly address concerns raised by Adopters to prevent adoption returns
- As required, request support from the Development Manager for Donor transition or from the Adoptions Coordinator for adoption return prevention and post-adoption concerns
Qualifications
- 18 years of age minimum
- Excellent customer service skills
- Speak, listen and write in clear, thorough and timely manner using appropriate communication tools and techniques
- Self-motivated and demonstrates attention to detail
- Knowledge of, or experience with, Sumac and Petpoint an asset
- Establish and maintain positive working relationships with others, both internally and externally, to achieve the goals of this volunteer role and of the organization
- Experience in animal care, health and/or behaviour beneficial
- Demonstrates understanding and passion for animal welfare
- Willing to learn about GTHS donor and adoption programs
