Humane Advocacy Associate

The Humane Advocacy (HA) programs at the East Bay SPCA prioritize making meaningful connections and helping pet owners in our community find veterinary care, financial assistance, or social services they need when they are unsure where to turn to help their pet. To achieve the mission of improving animal welfare in our community and supporting the human-animal bond, we offer five HA programs: Pet Food Pantry, Spay/Neuter Vouchers, Hold for Home Temporary Boarding, Resources and Referrals, and the Veterinary Assistance Program.  

Our Humane Advocacy department is led by a full-time social worker. We believe that each person who reaches out is unique and therefore we utilize a case management approach to provide holistic, individualized, and compassionate care to every individual.   We respond daily to dozens of requests for help, ranging from an individual urgently needing pet food, to advising and counseling pet owners on how to apply for and obtain funding for procedures and services rendered at our Full-Service Veterinary Clinic in Oakland as well as at external local veterinary clinics in Alameda and Contra Costa Counties.  

We are ever evolving and increasing ways we connect with pet owners, and we are excited to expand our programs with the addition of this role. The Humane Advocacy Associate will support pet owners by coordinating the logistics necessary for them to obtain care. An average week in this role will include communicating closely with pet owners to schedule care, reviewing applications, obtaining and organizing submitted materials and medical records, collaborating with our full-service and spay/neuter clinics, and educating pet owners on wellness and veterinary care for their pets. The environment is fast paced, and each day is different than the last.   

Established in 1874, East Bay Society for the Prevention of Cruelty to Animals (East Bay SPCA) is proud to celebrate its 150th anniversary as one of the nation's oldest shelters and a leading innovator in the Bay Area region. East Bay SPCA is More Than a Shelter, transforming the lives of cats and dogs by enriching the human-animal bond through accessible and respected expertise. Serving Alameda and Contra Costa counties and beyond, East Bay SPCA is a local 501(c)(3) non-profit organization, operating independently of any national affiliation. Learn more at eastbayspca.org.

Responsibilities:  

• Maintain the flow of incoming cases by triaging applications.  
• Coordinate appointments and payments between pet owners and veterinary and/or spay neuter clinics.   
• Correspond via phone/text/email promptly and professionally.
• Make appointment reminders and follow-up calls.
• Obtain all necessary documents as requested to manage each case.
• Write and maintain case notes for Humane Advocacy clients across multiple software programs and perform other related computer functions, as needed.
• Properly and accurately prepare all client records.
• Provide educational resources for clients on general animal care and welfare within the scope of EBSPCA’s protocols and as approved by the veterinarian and veterinary staff.
• Process all forms and other paperwork required for intake, discharge and completion of case records.
• Review financial plans with clients during procedure admits.
• Provide general office support such as typing, filing, sorting material, preparing forms.
• Contribute to routine reports for Humane Advocacy Programs.  
• Serve as a liaison promoting East Bay SPCA’s philosophy and goals throughout the community.   
• Perform other duties as assigned.

Expectations:

• Excellent attendance.
• Professional and empathetic with the ability to interact positively with clients at all times.  
• Ability to communicate clearly and effectively with co-workers and others
• Perform under pressure, managing multiple responsibilities and deadlines with grace.

Qualifications:

• Bilingual in English and Spanish required.   
•  High School Diploma or Equivalent.
• Minimum two years of experience in a customer service role.
• Experience in a social welfare environment preferred.  
• Must be able to safely lift 50 pounds without accommodation.
• Basic math and excellent writing skills, including the ability to use grammatically correct English.
• Experience with the human-animal bond, pet loss support, empathy fatigue prevention, conflict resolution, and/or de-escalation techniques preferred.   
• Knowledge in various canine and feline procedures, conditions, illnesses, and medications.   
• Comfortable with flexibility and adaptability; being able to shift styles to fit the needs of a wide range of cultures, people, and organizations.   
• Ability to easily develop trusting relationships with diverse individuals from many different backgrounds.  
• Proficient in Microsoft Office-based programs.   
• Valid Driver’s license.  
• Pre-employment background check and drug screening required.

Working Conditions:

• Work is performed in an animal shelter and veterinary clinic environment with exposure to seasonal outdoor conditions.   
• Animal contacts and related injuries, including bites and scratches, may occur.   
• Must be comfortable handling dogs and cats on a daily basis.  Will handle sick, injured, or deceased pets.
• Noise exposure varies and often includes uncontrolled barking and other animal vocalizations.
• Animal waste contact, smells and visual exposure is prevalent.
• Frequent exposure to and/or handling of industrial cleaning supplies and controlled substances.
• Frequent walking, bending and stooping in kennel areas with extended sitting and typing at a desk.
• Frequent exposure to members of the public experiencing personal crisis.