French is the primary working language at the SPCA de l’Outaouais. Fluency in spoken and written French is required for this position.

Job Summary

The SPCA de l’Outaouais is seeking an Animal Pathway Agent to join the Animal Pathway department. Under the supervision of the Animal Pathway Manager, the incumbent serves as the first point of contact for the public and plays a key role in coordinating the journey of every animal admitted to the shelter—from arrival through release.

Our mission: to ensure that every animal spends as little time as possible at the shelter, with an ethical and tailored action plan, without ever compromising its well-being. This is a versatile and people-oriented position, at the intersection of customer service, administrative management, and animal welfare.

Job Type

• Full-time permanent position, weekdays and some weekends
• On-site at the SPCA of the Outaouais, located at 132 Rue de Varennes, Gatineau
• Approximately half of the work is done over the phone, in a busy and sometimes noisy shelter environment
• Direct and regular contact with the public as well as with internal teams

Salary

Starting at $21/hour, negotiable

What We Offer

• Attractive employee benefits and group insurance program
• 2 weeks of annual vacation after the first year of service
• Collaborative and dynamic work environment
• Opportunities for professional development and continuing education
• Opportunity to directly contribute to a mission that makes a tangible impact in the community

Main Responsibilities

Reception and Customer Service:

• Answering the phone and greeting residents at the front desk in a busy, noisy shelter environment, while managing walk-ins
• Applying the organization’s communication framework when interacting with residents, clearly explaining our role as an organization of last resort

Case Management and Operational Follow-Up:

• Process lost and found animal cases: take photos, conduct searches, and follow up on claims
• Facilitate the transfer of pre-arranged animal placements to the shelter, a partner school, PetSmart, or a foster family
• Juggle multiple cases and requests simultaneously, prioritizing based on the urgency of each situation
• Accurately document every interaction and decision in the animal’s file
• Lend a hand to the rest of the team or its specialists as requested and needed for high-frequency, low-complexity tasks

Collaboration and Versatility:

• Triage situations and refer complex cases to specialized team members (behavior, admissions, internal or external liaisons)
• Contribute to and collaborate on, based on your areas of interest, the specialized tasks of one or more complementary roles: admissions, behavior, internal liaison, or external liaison
• Ensure, like all team members, continuity of service during periods of high volume or staff absences, within a team where versatility is a core principle

Desired Profile

Mandatory Requirements

• Bilingualism in French and English required, both spoken and written
• High school diploma (DES) and vocational diploma (DEP) in secretarial studies, administration, or office automation, OR any combination of education and experience deemed equivalent

Requirements Considered an Asset

• Work experience at an animal shelter or veterinary clinic
• Customer service experience in a high-call-volume environment
• Basic knowledge of animal behavior

Key Skills Sought

• Strong comfort with the phone and customer service
• Ability to work effectively in a noisy environment with a high volume of interactions
• Ability to manage multiple priorities simultaneously, with strong organizational skills
• Ability to work under pressure and remain calm in demanding or emotionally challenging situations
• Independence and sound judgment in day-to-day decision-making
• Attention to detail and thoroughness, particularly in record-keeping
• Results-oriented
• Proficiency with computer tools (record management systems, Microsoft 365)

To Apply

Interested candidates are invited to submit their resume and a cover letter by September 11 at 11:59 PM to: acloutier@spcaoutaouais.ca