Adoptions Counsellor (Blended)

Job summary

The Adoptions Counsellor facilitates animal adoptions by guiding potential adopters through the process and providing exceptional customer service. They also manage the daily care, welfare, and transportation of animals at offsite partner locations while maintaining strong relationships with those partners.

Job details

Adoptions Counsellor (Blended) Full-Time Permanent ABOUT US The Edmonton Humane Society (EHS) has been serving Edmonton and area since 1907, dedicated to helping people and pets thrive, together. As a leader in animal welfare, we go beyond sheltering homeless animals — shaping a community that values the human-animal bond through advocacy, education and accessible support services. Our mission is to enrich the lives of people and companion animals through sheltering animals in need, supporting pet guardians, engaging with our community and inspiring compassion. Guided by our values of compassion, trust, improvement, results, inclusivity and teamwork, we work toward a more humane and connected community for all. THE ROLE The Adoptions Counsellor (Hybrid) plays a key role in facilitating animal adoptions at EHS satellite and offsite partner locations, including pet retail partners and adoption events. This position supports the successful placement of cats, dogs and small animals by providing exceptional customer service, guiding adopters through the adoption process, and ensuring a positive and informed adoption experience. The Adoptions Counsellor (Hybrid) also builds and maintains strong partnerships with external adoption partners — providing training, support and guidance on EHS policies and procedures — and helps ensure the health, safety and welfare of animals placed offsite through daily care, monitoring and transportation between locations. KEY ROLES & RESPONSIBILITIES Customer Service & Adoption Counselling • Provide exceptional customer service to all visitors, adopters and partners. • Educate potential adopters about animal care, behaviour and responsible pet ownership. • Guide clients through the adoption process, including facilitating meet and greets and introductions. • Support adopters in selecting animals that best match their lifestyle and household. Adoption Facilitation & Events • Process adoptions at offsite adoption partner locations and adoption events. • Maintain accurate records and complete adoption documentation using internal systems, including Shelter Buddy, Adopets, POS, Eidap and Royal Canin. • Review and process adoption applications. • Capture photos and videos of animals for adoption profiles and marketing purposes. • Support and participate in adoption promotion initiatives and offsite adoption events. Animal Care & Welfare • Provide daily care for animals located at offsite adoption partners, including feeding, cleaning and enrichment. • Monitor the health and wellbeing of animals and report any concerns to the appropriate department. • Maintain feeding and cleaning records for each animal. • Ensure animal enclosures and environments meet EHS standards for cleanliness, safety and welfare. Partner Relations & Training • Maintain positive working relationships with offsite adoption partner locations. • Provide training and guidance to partner staff regarding EHS policies, adoption procedures and animal care expectations. • Act as a liaison between EHS and partner locations to ensure consistent communication and collaboration. Transportation & Logistics • Transport animals safely between EHS and offsite adoption partner locations as required. • Ensure safe handling and transport practices are always followed. • Assist with coordinating animal transport to support adoption events and opportunities. EDUCATION & REQUIREMENTS • High school diploma, plus job-related courses or internal training (Adoptions Counsellor training). • 3–6 months of relevant experience, with training provided; customer service and animal handling experience is an asset. • Full working knowledge of adoptions processes, with some cross-awareness of the medical department. • Ability to provide advice, instruction and guidance to adopters and partners, and confidently handle challenging situations. SKILLS & ABILITIES The ideal candidate is a strong communicator who can confidently provide advice, instruction and guidance to adopters and partners, handling challenging situations with professionalism and empathy. This role involves a mix of routine and moderate-complexity tasks that require sound judgement and problem-solving within established procedures, along with extended periods of light, hands-on physical activity, including animal handling and transportation between sites. WHAT WE OFFER Joining EHS means becoming part of a compassionate and dedicated team working toward a more humane community. You’ll be surrounded by passionate professionals who care deeply about what they do — for animals, for people, and for each other. At EHS, we offer more than just a job — we offer meaningful work, growth opportunities and a supportive environment where you can thrive. Why You’ll Love Working Here • Meaningful work that makes a tangible impact in our community • Supportive leadership and a collaborative, inclusive culture • Opportunities for growth, learning, and professional development • A strong focus on employee well-being and work–life balance COMPENSATION & BENEFITS The Adoptions Counsellor(Hybrid) role is classified in Pay Band 2, with a pay range of $19.67- $23.51 per hour, commensurate with the successful candidate’s education and experience. EHS offers a competitive not-for-profit compensation package, which includes: • Comprehensive health and dental coverage, including a Health Care Spending Account • Employee & Family Assistance Program (EFAP) for personal, family and professional support • RRSP/DPSP matching program to help you plan for the future • Paid personal days, vacation, and bereavement time — including for pets • Discounts on EHS programs and services • Opportunities for personal and professional learning and growth Hours of Work • Standard hours: 40 hours per week; however, this position is expected to work the hours necessary to fulfill departmental responsibilities. • Flexibility may be required for evenings, weekends or special events. OUR COMMITMENT TO INCLUSION & SAFETY The Edmonton Humane Society (EHS) was founded on the principles of creating positive change in our community. Our hiring practices embrace compassion, support for our staff and volunteers, and our role as a community leader. We believe that a culture of belonging — where people’s unique backgrounds, experiences, and perspectives are valued and respected — strengthens our ability to serve both animals and people. Our commitment to diversity, equity, inclusion (DEI), and reconciliation helps us support pet guardians facing access-to-care challenges, strengthen the human-animal bond, and build a more compassionate, engaged, and inclusive society. EHS is also a COR-certified employer, recognized by Alberta’s Certificate of Recognition program for maintaining the highest standards of health and safety for our staff, volunteers and the animals in our care.

What you’ll do

The Adoptions Counsellor facilitates animal adoptions by guiding potential adopters through the process and providing exceptional customer service. They also manage the daily care, welfare, and transportation of animals at offsite partner locations while maintaining strong relationships with those partners.

Requirements

Candidates must have a high school diploma and 3–6 months of relevant experience, with training provided. Strong communication skills and the ability to handle animals and challenging situations with professionalism are required.

Benefits

• Health insurance • Dental coverage • Health care spending account • Employee & family assistance program • RRSP/DPSP matching program • Paid personal days • Vacation • Bereavement time • Discounts on programs and services

Listed skills

• Customer service · Preferred
• Problem solving · Preferred
• Training · Preferred
• record keeping · Preferred
• Communication · Preferred
• Data entry · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Animal handling
• Adoption counselling
• Animal care
• Communication
• Problem-solving
• Record keeping
• Transportation
• Training
• Conflict resolution
• Data entry
• Relationship management
• Empathy
• Community Leadership
• Animal Care
• Support Services
• Animal Welfare
• Animal Handling
• Professionalism
• Small Animal Care
• Advocacy
• Compassion
• Reconciliation
• Cleanliness
• Customer Service
• Discounts And Allowances
• Leadership
• Marketing
• Problem Solving
• Environment Health And Safety
• Coordinating
• Teamwork

Job areas

• Social Services
• Customer Service & Support
• Logistics
• Administrative
• Adoption Counselor
• Animal Trainer
• Pet Groomers and Animal Care Workers
• Animal Trainers