Customer Service and Animal Care Officer

Live and work in a culture rich location minutes from the Murray River, just a short drive to one of Victoria's best wine regions and with the ski fields so close you will be zooming down the mountains in under two hours.

Our employee benefits include professional development and flexible working conditions. Our conditions of employment support equal opportunities and an ethical, diverse, and inclusive workplace.

We also recognise and value your priorities beyond work. It's important to us that you have a sustainable work–life balance, so we offer a range of leave options and support programs.

AlburyCity is committed to being a child safe organisation by creating cultures, adopting strategies and taking action to empower children. We work hard to keep them safe from harm because child safety is everyone's responsibility.

DIRECTORATE:
Business, Growth & Community

CLASSIFICATION:
Grade C

SALARY:
$62,818 to $72,869 pa + 11.5% employer contribution to superannuation

REPORTING TO:
Animal Management Facility Supervisor

EMPLOYMENT TYPE:
Permanent Full Time

THE POSITION:
The role is responsible for assisting to deliver operations at the Albury Animal Care Centre including administration, animal care, education and high level of customer service. This role includes the manual handling of both companion animals and livestock.

Our Organisation: We are the facilitator of a thriving, resilient and liveable city full of opportunities and the custodians of an environment like no other. We consistently deliver best-in-class leadership, services, facilities and experiences, providing exceptional living for our local community.

Our Values: We are a values driven organisation and these underpin everything we do.

• Working Together: I respect, listen to and value the contributions of others and celebrate our achievements.
• Integrity: I am trustworthy, honest, accountable, open and consistent in all that I do.
• Courage and Passion: I am enthusiastic and have the confidence to speak up for the betterment of AlburyCity.
• Innovation: I seek to increase my knowledge through new ideas and continuous improvement.
• Loyalty: I am supportive of others and committed to AlburyCity and the community.

Live Well Work Well: The health and safety of our people is more than a priority, it's a commitment embedded within our values. Unlike priorities which change over time, our values form the basis for all that we do; they define our purpose and what we stand for. We seek to have a positive impact by developing a holistic wellbeing culture that empowers everyone to be their healthiest and happiest version, resulting in a more engaged and productive workforce with lower incidence of illness and injury.

It is, and always will be, our goal to have a workplace free from harm.

Two Cities One Community: On 13 October 2017 AlburyCity and The City of Wodonga entered into an historic partnership between the two cities. In August 2022 both Councils worked together to review and re-commit to the Partnership Agreement.

This partnership is a unique opportunity to develop a way forward that benefits our community as a whole with the aim of improving integration, productivity and social and economic development. It will focus on future growth that will continue to add value to both cities. Through this combined focus, underpinned by four key pillars of; leadership, economy, environment and community, we will unleash our potential and drive innovation for the benefit of the region and the nation.

Our Mission is to work together to achieve our community goals now and into the future. We understand that we are stronger together and can achieve more when working in collaboration. We will build on our current partnerships and shared values for thebetterment of Albury and Wodonga.

Child Safety: AlburyCity is committed to being a child safe organisation and our people support, listen to and empower children and young people. We create safe environments that minimise the risk of harm and we have ZERO tolerance for child abuse, violence and neglect.

KEY RESPONSIBILITIES:

• Deliver a high level of customer service consistent with AlburyCity's guiding principles. Ensuring a positive customer service outcome.
• Provide animal management incorporating quality animal care and enrichment, transport, Implantation of microchips, euthanasia, animal suitability assessments and rehoming.
• Administer pentobarbital (Lethabarb)to euthanize animals in accordance with AlburyCity procedures.
• Reunite animals with their owners as quickly as possible.
• Assist to develop, implement and deliver a range of community education programs.
• Detailed knowledge of relevant legislation, standard procedures and Council policies for all Councils being serviced by the Albury Animal Care Centre (NSW/VIC)
• Accurate record keeping of all registers and databases for all Council's serviced by the Albury Animal Care Centre including the NSW Companion Animals Register.
• Assist in maintaining Council Social Media platforms for lost/found, adoption of animals, success stories and education.
• Promote education and awareness in relation to the keeping and management of animals.
• Undertake ongoing training and provide training and mentoring to other team members, as required.
• Contribute to team meetings and discussions that result in continuous improvement within the work area.
• Develop, foster and maintain positive relationships with key stakeholders including animal rescue organisations.
• Inform customers of applicable fees for services requested
• Accurate cash transactions, receipting and balancing
• Assist in the delivery of a professional Animal Care Centre including daily cleaning, disease control and maintenance of the office and animal and livestock facilities.
• Perform other tasks or duties as directed by the Supervisor which are within the limits of the employee's skill, competence and training.
• Observe requirements of the WHS Legislation, relevant to the job and adhere to AlburyCity Policies and Procedures regarding WHS.
• Observe appropriate AlburyCity Policies and Procedures regarding day to day operations including Equal Employment Opportunity policies, AlburyCity's Dress Code and Standards Policy and AlburyCity's Code of Conduct.

KEY RELATIONSHIPS:

Internal

• Our People

External

• Our Community
• Veterinary Service providers
• Contractors and suppliers
• Rescue organisations
• LG NSW (Local Government)
• Other Regional Councils and their communities

EMPLOYMENT CONDITIONS:

• Based on 38 hours per week, working 38 hours across a 7-day spread (5 weeks annual Leave), with actual days and times being worked in accordance with the facility roster. Hours worked on weekends will attract the appropriate loadings.
• This position may involve work outside normal working hours. Additional hours over the standard 38 hours will attract a time in lieu arrangement or payment of overtime rates as agreed in advance with your supervisor.
• This position requires you to wear a compulsory uniform as per AlburyCity's Our People Dress Code Standards. Our People are required to present a smart and professional image to the public at all times including when in public and when working remotely.
• In line with the provisions of the Local Government (State) Award, this position will receive the Level 1, Adverse Working Conditions Allowance.
• This position involves working in a predominantly indoor environment where a varying range of temperatures, conditions and walking surfaces may be experienced. The position requires a moderate level of aerobic and physical fitness to undertake regular physical activities such as walking, lifting, pulling, pushing along with the capacity to maintain normal manual handling tasks across the work day - depending on the nature of the tasks undertaken. The use of relevant work method statements and appropriate WHS standards are an integral part of the role. A full functional and medical assessment is required for this position.
• This position will be provided with vaccination against the following infectious diseases:
  • Hepatitis A
  • Hepatitis B
  • Q Fever
  • Tetanus
• This position requires evidence of a current Australian National Police Check.
• This position is subject to alcohol and other drug testing
• This position is located at Albury Animal Management Facility 695 Mudge St, Lavington with frequent visits to external sites/depots and AlburyCity Administration Building as required.

ESSENTIAL CRITERIA:

• Class C (standard) Driver's Licence (compulsory to have and maintain)
• Demonstrated high level of experience in handling and working with companion animals
• Ability to hold and maintain the appropriate approval to possess, store and administer pentobarbital (Lethabarb) for the euthanasia of animals, including.
  • Correct storage
  • Accurate record keeping and document management
  • Knowledge of euthanasia techniques
  • Understanding safety precautions
  • Adherence to ethical guidelines
  • Knowledge of relevant legislation governing the use of euthanasia in NSW
  • Effective communication
• Ability to assist with animal Euthanasia
• Authorised Implanter Accreditation or ability to obtain
• Ability to work weekends in accordance with rostering arrangements
• Certificate II in Animal Studies/Equivalent experience or ability to obtain

DESIRABLE CRITERIA:

• Training in quality customer service

EXPERIENCE:

• Experienced in the delivery of quality and compassionate animal care
• Experience in handling and administering euthanasia agents, particularly Lethabarb, is highly desirable.
• Extensive demonstrated experience working in a customer service and administration support environment with both telephone and face to face enquires

SPECIALIST KNOWLEDGE AND SKILLS:

• Knowledge and understanding of the local government legislative framework
• Knowledge of relevant legislation and industry guidelines specifically Companion Animals Act NSW and Domestic Animals Act VIC
• High level communication and conflict resolution skills
• Exceptional customer service skills
• Demonstrated computer literacy
• Demonstrated experience following procedures and work, health and safety requirements