Outcomes Specialist

Location: Salt Lake City, UT (onsite at Sugar House location)

Hiring Range: This position’s hiring range is anticipated to be $19.50 per hour to $23 per hour, depending on experience, plus great benefits!

Schedule: This a full-time role with a schedule of 5 days on and 2 days off – weekend availability is necessary, particularly Saturdays. Shift time is anticipated to be 10:30 am – 7:30 pm, but is subject to change.

This is a temporary role that is expected to have a 1-year duration (from start date).

Position Summary: Outcomes Specialists are responsible for connecting pets with their potential adoptive families through superior customer service and relationship building to set both the animal and new family up for success. The Outcomes Specialist should model the Best Friends culture of warm, welcoming hospitality with our visitors and guests at every touch point when visiting a Best Friends Lifesaving Center to create longstanding connections with the visitor and the organization’s lifesaving mission.  Specialists act with urgency to accomplish important tasks and play a direct role in achieving Best Friends Animal Society’s no-kill mission and organizational success. While this role includes responsibilities primarily in pet adoption duties, specialists may receive assignments in any lifesaving outcome-focused programs, based on organizational needs.

Culture Statement and Responsibility: We believe in treating everyone with kindness and compassion, building trust through authenticity and following through on commitments. We prioritize well-being alongside our mission, fostering strong relationships through open communication and transparent feedback. Diversity and inclusion are integral to our culture, enriching team dynamics by valuing diverse perspectives. Each team member is responsible for creating an inclusive environment where all voices are respected and contributing to a workplace that embodies our shared values and commitment to progress. By consistently aligning our actions with our Guiding Principles, we strengthen our culture and ensure that our values are lived every day.

Essential Duties and Responsibilities: 

• Demonstrate kindness and the Golden Rule in our everyday actions by practicing inclusion and respect for every person for the value they bring to the table. Be a role model for the spirit of authenticity, kindness and positive influence with each other, our visitors, and volunteers as well as to the animals every day. This includes listening, being present, being supportive of others and demonstrating compassion and curiosity in conflict.

• Promote, coordinate, and facilitate animal placements, this includes animals in foster, by matching potential adopters with animals looking for homes by providing superior customer service, counseling on pet history and needs and provide medical and behavior support and information to set up adopter for success; Support pet adoption opportunities through events, offsite adoption meets and identify pet retention opportunities to help expand Best Friends lifesaving capacity.

• Develop a general knowledge of the animals in the Best Friends’ care; deliver superior customer service, assist adopters, fosters and transfer partners by gathering information to match them with appropriate animals, arranging introductions, pet to pet meets; acquiring/providing medical records, health certificates (when necessary), follow-ups as needed or required.

• Create a welcoming and engaging environment to enhance overall visitor satisfaction and support Best Friends Animal Society’s mission; provide superior customer service to all Lifesaving Center visitors and use each interaction as opportunity to develop and engage individuals to support the organizational goals for constituent journey development.

• Work directly with and support volunteers on all aspects and protocols of lifesaving care and outcome programs, including program protocols, cleaning protocols, specific animal behavior and care, animal handling, transportation requirements and procedures, data entry, and communications with the goal of maximizing meaningful volunteer contributions.

• Develop a detailed knowledge of Best Friends’ programs to speak knowledgably about and best match both the animal and client’s (adopters, fosters, transfer partners) needs; lead by example in providing superior customer service. 

• Assist or oversee the creation of engaging content for social media platforms, to include creation and/or editing of written, video, and photo content. Work collaboratively with other departments and marketing teams to identify engagement opportunities with social media and PR to support lifesaving outcomes and programmatic needs at the center. Represent Best Friends in media relations when requested and ensure to maintain Best Friends’ voice across all communications.

• Assist other teams in providing basic care such as feeding, cleaning, walking, and medicating animals housed or transported within Best Friends’ vehicles, buildings, or facilities; follow all policies and local standard operating procedures when completing daily functions to ensure health and safety standards are upheld.

• Work collaboratively with and assist Best Friends’ team members in all areas of operations to develop, evolve, and implement efficient processes to achieve lifesaving goals; follow policies, procedures, and task lists, including accurate and timely communications, work completion, data entry, and recordkeeping.   

• Responsible for maintaining a safe workplace, valuing, and modeling safe work practices, adhering to organizational safety practices and rules, and communicating about unsafe practices and conditions.  

Skills and Experience: 

• Previous experience working with dogs and/or cats in a professional or volunteer capacity is required. Basic ability to identify and speak to medical and behavioral characteristics of dogs and cats.

• Experience working in animal shelter setting is preferred but not required.

• Excellent communication skills – the ability to communicate effectively in a professional and welcoming manner via various methods of communication, including in-person, written/e-mail, and over the phone. Comfortable with public speaking and presenting; ability to professionally advocate Best Friends' position on issues.

• Customer-centric, non-judgmental approach to engaging with adopters, partners, visitors, volunteers, and colleagues; familiarity and comfort with a conversational adoption process.  

• Bilingual or multi-lingual skills are preferred but not required.  

• Strong interpersonal skills, a team player, personable, professional, and able to get along with people from different backgrounds, as well as the ability to handle sensitive and confidential situations.    

• Ability to work in a fast-paced environment with well-developed organization skills to juggle multiple competing tasks and demands.   

• Resourceful, get-it-done attitude; initiative to assist in any area or process; problem solving, seeking answers independently and enthusiastically; flexibility to persist until goals are achieved.  

• Proficiency with Microsoft Office products; familiarity with shelter software/animal management software, or desire to learn.  

Physical Requirements: 

• Routinely lift 40 pounds and perform daily strenuous activity including, but not limited to lifting, carrying, reaching, stooping, squatting, cleaning, and bending.   

• Perform repetitive tasks for extended periods of time including typing, arm, and hand motions.  

• Sit, stand, or walk for extended periods of time.  

• Work indoors and outdoors in a variety of weather conditions including extreme heat and cold.   

• Exposure to dogs, cats and other animals of all sizes, temperaments, and medical status. 

• Ability to work with, leash, kennel, walk, and handle cats and dogs, including those with health and/or behavior conditions/concerns.

• Valid driver’s license for at least 3 years, meeting Best Friends Animal Society’s driver qualification standards; ability to travel, including overnight stays, when needed.

• Daily hours and days of the week may vary according to the needs of the department schedule; position includes weekends, nights, and holiday work.  

Thank you for your interest in pursuing a career at Best Friends Animal Society. Best Friends Animal Society is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to their race, color, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, or domestic partner status.

Applicants for employment in the U.S. must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the U.S. by Best Friends Animal Society.