ABOUT THE ROLE

The newly created role has primary responsibility for the Access to Veterinary Care (AVC) program, a new program within RSPCA NSW that assists financially constrained clients access appropriate veterinary care for their pets at RSPCA NSW’s Yagoona veterinary hospital.

The role sits within our Community Programs team and also supports our caseworkers by providing a comprehensive knowledge of veterinary care so reasonable treatment plans may also be developed and approved with external veterinary providers. The role will undertake some case management, supporting clients who are part of our Aged Care, Domestic Violence, Homelessness and Emergency Boarding programs.

This role is available on a full-time basis and may require some work on weekends and outside of normal business hours

The nature of work is split across two streams, specifically the Access to Veterinay Care Program (AVC) and Programs Case Work.

AVC responsibilities include:

• Respond to internal requests regarding the Access to Veterinary Care program (AVC) for financially constrained clients
• Work with clients and clinic staff to gather relevant information and assess eligibility of each inquiry for financial assistance and access to veterinary services
• Build positive and effective relationships with clients from varying backgrounds to assist them in their application to access financial support via Openpay or AVC funding.
• Liaise with RSPCA NSW Sydney clinic vets and clinic staff to provide a holistic view of the case to develop a reasonable and affordable treatment plan which ensures the animal and client’s wellbeing are considered
• Communicate with the client the result of their application to AVC and facilitate the requested veterinary treatment as soon as the result is known.

Programs Case Work responsibilities: -

• Ensure the health and wellbeing of all animals under Community Programs’ care within the legislative and resource parameters provided
• Provide knowledge and understanding of veterinary treatments and disease prognosis to assist Case Workers communicate effectively with external veterinary providers to provide appropriate and reasonable veterinary care for Programs clients
• Ensure and maintain communication with all parties/stakeholders (internal and external) relating to the care and wellbeing of Community Programs’ client and animal
• Provide comprehensive record keeping of all interactions relating to any Community Programs’ client or animal.
• Raise community awareness and understanding of the links between human wellbeing and animal welfare through community and individual educational engagement.

ABOUT YOU

Qualifications 

• Certificate IV in Veterinary Nursing – required
• Current NSW Class C driver’s license – required
• Customer service training – desirable
• Mental Health First Aid training – desirable
• Trauma-Informed Care training – desirable
• Cultural Competency training -desirable

Experience

A motivated team member, your engaging and collaborative style combined with a passion for excellence will be key to your success in this role.

• At least 4 years’ experience in veterinary nursing
• Prior customer service experience
• Demonstrated experience working with people from diverse backgrounds and knowledge of the challenges they face
• Demonstrated experience in working in a team environment in veterinary hospitals
• Demonstrated understanding of animal health and welfare concerns
• Developed effective strategies and show decisiveness in dealing with emotionally charged situations, difficult and controversial issues

Skills and Abilities

• Knowledge of current standards and practices of veterinary care and best animal welfare practices
• Well-developed written and verbal communication skills
• Well-developed ICT skills
• Conflict resolution and problem-solving skills
• Empathy – ability to empathise with client’s situations while maintaining professional boundaries
• Critical thinking – ability to analyse information gathered and assess objectively

If this sounds like the role for you, we would love to hear from you!

Please submit your cover letter and resume as one document and if you have any questions about RSPCA NSW, this role or the application process, before submitting your application, please send us an email at hr@rspcansw.org.au

RSPCA NSW is an equal opportunity employer that understands and values the importance of creating a diverse and inclusive work environment. We are committed to making reasonable adjustments to provide a barrier-free recruitment process for people with a disability. If you require an adjustment or assistance during the recruitment process, please contact hr@rspcansw.org.au and identify the type of adjustment or assistance you are requesting. Our HR team will respond to your email promptly.