Pet Help Line Specialist- Bilingual

The Helpline Support Specialist plays a critical role in BirchBark Foundation’s mission by ensuring compassionate, timely, and effective support to clients in crisis. This position serves as the first point of contact for Pet Aid and Grief Support applicants and is responsible for application intake, follow-up, and maintaining detailed records in Airtable. The Helpline Support Specialist also supports veterinary partner relationships., During on-call hours, the Team Member must be available to respond to incoming applications, calls, emails, or other assigned tasks., * The Team Member will receive a weekly on-call stipend of $125 for maintaining availability during the scheduled on-call hours.

• The stipend compensates the Team Member for on-call availability only and does not replace hourly wages for time actively worked.
• The Team Member will receive a $25 per day stipend for Saturday and Sunday weekend coverage.

Compensation for Time Worked

• Any time spent actively working while on call (including responding to applications, calls, emails, messages, follow-ups, documentation, or meetings) is considered hours worked.
• All worked time must be clocked in and out using the Gusto time clock system.
• Hours worked will be paid at the Team Member’s applicable hourly rate in compliance with federal, state, and local wage and hour laws.
• The on-call stipend is paid in addition to wages for time worked.

Key ResponsibilitiesClient & Helpline Support

• Respond to 100% of Pet Aid applications within 1 hour of receipt during on-call hours
• Respond to Grief Support applicants within 1 business day, sending them to the website application and passing on to Program Coordinator
• Educate clients on preventative care and post-treatment wellness to improve pet health outcomes
• Provide clear, supportive communication to all applicants with empathy and professionalism

Application Review & Case Management

• Ensure all Pet Aid cases are logged in Airtable daily, with detailed, professional notes maintained throughout the case lifecycle
• Secure cost-sharing agreements with funding partners where applicable to optimize applicant support
• Monitor case progress and escalate concerns or complex cases to the Veterinary Review Committee as needed

Veterinary Partner Support

• Maintain consistent, professional communication with all current and prospective veterinary partners
• Respond to veterinary partner inquiries within 2 hours during on-call availability
• Track and report all vet-partner-related donations monthly in Airtable

Marketing & Community Outreach

• Collect and organize client testimonials, pet photos, and related content to support donor communications and marketing initiatives
• Option to participate in and work the day of BirchBark’s major fundraising events, including BrunchBark, Fall In Love Gala and Art + Wine

Administrative & Reporting Support

• Maintain accurate, timely records and reporting in Airtable to support data-driven decision-making
• Perform other mutually agreed-upon administrative duties as needed to support program success, * This position may be remote or hybrid, with required availability for on-site presence during events and key planning meetings
• Local travel may be required throughout Monterey, San Benito, and Santa Cruz Counties
• Occasional evening and weekend work is expected during peak event seasons

Physical Requirements & ADA Accommodations

This position regularly requires speaking, hearing, standing, walking, sitting for extended periods, and occasionally lifting or carrying materials up to 25 pounds (e.g., event supplies). Participation in in-person meetings and community events is expected.

BirchBark Foundation is committed to providing reasonable accommodations to qualified individuals with disabilities. Please contact us if accommodations are needed at any stage of the application or employment process.

The ideal candidate is compassionate, detail-oriented, highly organized, and responsive, with strong communication skills (English & Spanish) and a passion for improving the lives of people and pets in need., * Strong interpersonal and communication skills with a compassionate and professional phone presence

• Excellent attention to detail, organizational, and time management skills
• Ability to manage multiple priorities with efficiency and empathy
• Comfortable working independently in a remote team environment
• Proficiency with Google Workspace, Microsoft Office, Zoom, Airtable, and RingCentral
• Experience in nonprofit, veterinary, healthcare, or customer service settings preferred, * Bachelor’s degree in animal science or RVT designation
• 10+ years of experience in the veterinary field with strong knowledge of veterinary medical terminology
• Bilingual in conversational Spanish is required

Pulled from the full job description Work from home Flexible schedule, * On-Call Days: Monday through Friday

• On-Call Hours: 2:00 p.m. - 6:00 p.m. (may be flexible) *, Weekend Coverage: Alternate weekend coverage, * Flexible schedule

• Work from home