Summary

Responsible for providing centralized communication, call intake, and administrative support for Animal Services operations. Serves as the primary point of contact for residents requesting animal-related services and coordinates the dispatch of Animal Services Officers (ASOs) to calls for service.

This position supports field operations by prioritizing calls, maintaining accurate records, and ensuring effective communication between officers, the public, and other departments. This role does not perform field enforcement or direct animal handling but requires working knowledge of animal services operations, city ordinances, and customer service best practices.

Essential Duties and Responsibilities

• Receive and process incoming calls for service related to animal complaints, bites, stray animals, and other concerns.
• Determine call priority and dispatch Animal Services Officers accordingly based on urgency, public safety, and available resources.
• Maintain constant communication with field staff via radio and phone, including monitoring multi-channel radio traffic.
• Accurately document service requests, case notes, and officer activity in the City’s records management system.
• Provide information and guidance to residents regarding animal services, city ordinances, and available resources.
• Route non-emergency inquiries appropriately and assist with resolution when possible.
• Maintain logs of calls for service, officer assignments, and daily activity for reporting purposes.
• Prepare reports, correspondence, and other documentation as directed by supervisory staff.
• Coordinate with internal departments (Police, Code Compliance, Health) and external agencies as needed.
• Maintain confidentiality of sensitive information, including enforcement actions and personal data.
• Support emergency or high-volume call situations, including natural disasters or disease outbreaks.
• Provide general administrative support to Animal Services staff as assigned.

Minimum Qualifications

• High School Diploma or General Equivalency Diploma (GED)
• One (1) year of experience in customer service, dispatch, call center operations, public safety support, or related field 
• Basic Animal Control Officer Certification or ability to obtain within six (6) months

Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

Preferred Qualifications

Education/ Experience:     

Experience in animal services, code enforcement, or public safety dispatch. Bilingual (English/Spanish) preferred.

Knowledge, Skills & Abilities:

• Knowledge of customer service principles and ability to handle difficult or emotional interactions professionally.
• Ability to multi-task and operate effectively in a fast-paced, high-stress environment.
• Strong communication skills, both verbal and written. Ability to prioritize calls and make sound decisions regarding service response.
• Basic knowledge of animal services operations, animal behavior, and municipal ordinances.
• Proficiency in computer systems, including records management and dispatch software.
• Ability to maintain accurate records and documentation.
• Ability to work independently while supporting a team environment.
• Ability to monitor and interpret radio communications while entering data simultaneously.

Licenses and Certifications

Valid Class C Texas driver's license Basic Animal Control Officer Certification or ability to obtain within six (6) months