City and County of San Francisco

Under supervision, performs a variety of specialized clerical and customer service duties requiring frequent public contact in support of animal shelter operations; assists and provides information to the public regarding animal care and control services; deals with difficult members of the public and resolves animal care and control issues, oftentimes under stressful conditions; and performs related duties.

This classification is distinguished from other clerical classes by its responsibility for providing specialized information and assistance regarding animal care and control services.  Incumbents in this class handle animals at the shelter.

This class is distinguished from the Animal Care Attendants by the latter’s in-depth responsibility for providing direct care of the shelter animals including maintaining sanitary conditions in the facility, providing food, water and enrichment, and assisting veterinary staff.

None.  Positions in this class may be assigned lead worker responsibilities.  May oversee and train volunteers.

According to Civil Service Commission Rule 109, the duties specified below are representative of the duties assigned to this class and are not intended to be an inclusive list.

1.    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.

2.    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.

3.    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.

4.    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.

5.    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.

6.    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.

7.    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 laws.

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

9.    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.

10.  Ensures cleanliness and neatness of work area.

11.  Performs related duties as assigned.

Knowledge of: standard office and customer service practices and procedures.

Ability to: deal courteously and effectively with staff, volunteers and members of the public from a variety of cultural and socioeconomic backgrounds, including individuals who may be angry, hostile or distraught; handle problems and respond appropriately to requests for service; use good judgement and maintain composure in difficult and/or sensitive situations; respect right of privacy, maintain confidentiality and exercise tact and sensitivity; evaluate information and make routine decisions in accordance with departmental policies and procedures; effectively prioritize tasks for completion within an established timeframe; maintain effective, cooperative and professional working relationships; speak clearly and effectively in order to communicate work-related information; listen and elicit information; prepare and maintain clear and accurate records and files; make basic arithmetic computations, operate a cash register, accurately handle money and reconcile receipts; learn animal shelter procedures and laws and regulations governing the licensing, quarantining, impounding, care and control of animals; learn the use of the department's computer system to access, input and retrieve work-related information; learn to operate radio equipment in conformance with FCC regulations; learn basic animal handling techniques and the characteristics of different species and breeds of animals.

These minimum qualifications establish the education, training, experience, special skills and/or license(s) which are required for employment in the classification. Please note, additional qualifications (i.e., special conditions) may apply to a particular position and will be stated on the exam/job announcement.

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.

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

Established: 5/15/1989

Amended: 8/26/2013

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.