Lead, Matchmaking and Admissions

Please make sure to attach your resume to complete your application.

Summary:

Are you a natural leader? Are you a positive, engaging people person? Do you thrive in a fast-paced environment with changing needs and priorities? If so - and you love animals - you should consider the role of Lead Matchmaker at the ASPCA Adoption Center & Kitten Nursery.

The Adoption Center & Kitten Nursery is dedicated to helping animals by engaging community members directly in the work of caring for animals. The role of Lead Matchmaker is crucial in making a positive impression on visitors, volunteers, and potential adopters. Lead Matchmakers work closely with Matchmaking Management to identify and address areas where efficiency and/or communication can be improved within and across teams. Lead Matchmakers support all aspects of the matchmaking work and ensure even distribution of daily work assignments. The Lead Matchmaker will also help animals get ready for new homes, ensure their welfare and help adopters find their ideal animal match. Lead Matchmakers facilitate interactions with the public by engaging in conversation to determine the support or services we can provide to assist with pet adoption, retention, or surrender.

Lead Matchmakers are part of a high-performing staff and volunteer team providing care for up to 3,000 at-risk pets per year and will work collaboratively and effectively with internal and external stakeholders to further the ASPCA's ultimate desired outcome that all animals live good lives. You'll be a key part of the work to maximize external and internal clients and volunteer engagement in animal welfare, and in the work of the Adoption Center & Kitten Nursery. You'll use best practices, innovative programs, audio/visual technology, and measurable outcomes to ensure all visitors, virtual or in-person, to The Center receive prompt attention and exceptional customer services.

The Center currently provides shelter and adoption for five groups of animals:

Animal victims of cruelty and neglect brought to us by the NYPD Animals brought to us through our Community Engagement team Underage kittens and other medically compromised stray animals Animals surrendered by their owners and in need of adoption into new homes and Animals transferred in from shelter/rescue partners

Lead Matchmakers report to the Senior Manager of Admissions & Matchmaking and are located at the 92nd St. location in NYC. Lead Matchmakers perform a wide range of duties in order to foster an engaged and informed community and ensure pets and people experience positive outcomes.

To be qualified for this role, you must have a minimum of 1 year previous Matchmaker experience in the Adoption Center. All applications must be submitted by 6/14/23.

Responsibilities:

Responsibilities will include, but are not limited to:

Adoption Matchmaking - 70%

• Proficiency in all aspects of the in-person and remote adoption processes, using a nonjudgmental, conversation-based approach
• Lead new hire onboarding training
• Mentor and coach Matchmakers during matchmaking conversations as needed
• Alert Matchmaking Management of any available animals with potential barriers to adoption and suggest strategies to help facilitate placement
• Communicate any questions, concerns, challenges, training opportunities and bright spots among the Matchmaking team with the Matchmaking Managers

• In collaboration with Matchmaking Management identify and address areas where efficiency and/or process can be improved, with the Matchmaker perspective in mind
• Support the daily distribution of task assignments among the Matchmakers, reassigning work as necessary throughout the day

• Audit the execution of routine adoption processes for accuracy, compliance and objectivity
• Lead the coaching and supervision of Matchmakers and volunteers in use of the adopter survey and the adoption process, as well as Fear Free philosophy and techniques
• Assist with the maintenance of the Matchmaking Talking Points database to help facilitate adoption conversations that present animals enthusiastically and objectively to prospective adopters, highlighting their attributes and challenges equally
• Proficient in the use of Adopets, DocuSign and PetPoint
• Cross reference adopters in the animal abuser registry if/as required by NYC and NY state regulations
• Shadow or deploy with Community Engagement, Community Medicine, Relocation or National Response Team or shadow another ASPCA department once per year

Admissions and Client Support - 20%

• Assist members of the public who are surrendering or rehoming their pet by providing relevant intake support including alternatives to surrender; collect necessary information about the pet to assist in rehoming, and when appropriate, connect owner with needed resources, including referrals to other placement options
• Teach the public about animal care, animal welfare, and Fear Free philosophy and techniques
• Actively seek-out opportunities to engage the visiting public in animal welfare and the ASPCA's work

Animal Care and Welfare - 10%

• Partner with the Animal Welfare team to ensure the welfare of animals in our care by attending to their physical and emotional health and comfort, following all ASPCA protocols when needed
• May be asked to oversee the direct care team to support Animal Welfare leadership.
• Ensure all new-hires learn all aspects of direct care and get hands-on training in order to level up to become an approved dog walker.
• Participate in Medical/Behavioral/Sheltering (MBS) rounds, representing the Matchmaking perspective
• Support the Medical, Foster and Transport teams in the movement of animals throughout, and outside of, the shelter

Exemplify the ASPCA's Core Values:

• Has Commitment and dedication to improving the lives of animals
• Demonstrates Ownership and feels responsible for outcomes
• Believes in Team - that we are stronger together
• Seeks to Elevate others and reimagine what is possible
• Focuses on Impact, specifically making change for animals

For more information on the internal hiring range for this position, please see .

Education and Experience:

• High school degree required; college degree preferred

Other:

• Evening, weekend, and holiday work is required; schedules may vary

Qualifications:

Ability to walk, bend, stand and reach constantly during a minimum 8-hour day; ability to lift to 30 lbs, ability to walk dogs up and down stairs, Able to communicate effectively, courteously, and professionally with a variety of individuals representing diverse cultures and backgrounds, in both spoken and written English, Able to work effectively both independently and in a team environment, in an atmosphere of distractions, multiple projects, shifting priorities, and deadline pressures, Comfortable working with and around dogs and cats, Demonstrated ability to negotiate and manage conflict, Demonstrates leadership ability, Positive and engaging demeanor; enjoys working with and overseeing the work of other team members, Proficiency using a computer; experience with PetPoint or similar database a plus, Self-motivated with a solution-oriented attitude, Strong interest in animal welfare and advocacy, Thrives on providing exceptional customer service experiences; exemplary customer engagement skills

Language:

English (Required)

Education and Work Experience:

Bachelors, High School Diploma (Required)

Experience training, coaching or supervising preferred, Fear Free Shelter certification required, or must be obtained within first 90 days, Military, AmeriCorps, or Peace Corps experience a plus, Minimum of five years of work experience overall, Minimum of two years of customer service experience

Our EEO Policy:

The ASPCA is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.

Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the ASPCA's standard application process, which will ensure an equal employment opportunity without imposing undue hardship on the ASPCA. Please inform the ASPCA's People Team if you need an accommodation in order to complete any forms or to otherwise participate in the application process.

Individuals seeking employment are considered without regards to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.

ASPCA is an Equal Opportunity Employer (M/F/D/V).

Please don't forget to attach your resume to complete your application.

About Us:
The ASPCA was founded in 1866 on the belief that animals are entitled to kind and respectful treatment by humans and must be protected under the law. As a 501(c)(3) not-for-profit corporation with more than two million supporters nationwide, the ASPCA is committed to preventing cruelty to dogs, cats, equines, and farm animals throughout the United States.

The ASPCA is headquartered in New York City, where we maintain a full-service animal hospital, spay/neuter clinic, mobile spay/neuter and primary pet care clinics, a rehabilitation center for canine victims of cruelty, kitten nursery, adoption center, and two community veterinary centers.

The ASPCA also operates programs and services that extend nationwide. We assist animals in need through on-the-ground disaster and cruelty interventions, behavioral rehabilitation, animal placement, legal and legislative advocacy, and the advancement of the sheltering and veterinary community through research, training, and resources.

At the ASPCA, we are committed to fostering a collaborative and compassionate culture and we welcome all voices to contribute to our lifesaving mission. Our staff represent a vast array of backgrounds and diversity dimensions, bringing with them valuable experiences and perspectives. They join the ASPCA to learn, grow, and continually do their best work on behalf of animals. We are inspired by our staff, partners, and the communities we support across the country who work to improve animal lives. We are committed to diversity, equity, and inclusion at the ASPCA because it elevates our organizational culture, aligns with our Core Values, and enables us to move further and faster toward the ASPCA's vision - that all animals live good lives; valued by society, protected by its laws, and free from cruelty, pain and suffering.