Engagement Team Animal Program Coordinator

Position Title: Engagement Team Animal Program Coordinator

Department: Learning & Engagement

Reports To: Director of Engagement

Location: Audubon Zoo

Pay Grade: Starting range: 40k

FLSA Status: Exempt

Date Written/Revised: March 2024

General Summary:

An integral member of the Learning & Engagement (L&E) Team, the Engagement Team Animal Program Coordinator (“Coordinator”) is responsible for facilitating communication and collaboration among the L&E team concerning the utilization of ambassador animals. This position will work in close collaboration with the Director of Engagement, Assistant Curator of Ambassadors, and the Guest Engagement Supervisor to ensure we maintain a cohesive and effective system to deliver engaging programming with our ambassador animals while providing an excellent level of animal welfare.

This position's main responsibilities will include working closely with the AC of Ambassadors and the Ambassador keeper team to ensure the animals' welfare and training objectives are met and assist with daily husbandry. This position will also play an integral role in the training and certification process for ambassador animals, both in development of policies and the recordkeeping and training of other staff, interns, and volunteers. To support the many diverse programming needs within the L&E team, this position will manage the animal requests and animal usage data and collaborate with Engagement leadership team to analyze and assess that data. This position will support programming for both the Ambassador keeper team as well as the Guest Engagement team which may include but is not limited to onsite guest facing ambassador programming, special event encounters (both onsite and off), birthday party animal encounters, media programming, premium experiences, tours, and more. This position will support the continued delivery and development of Audubon Zoo’s Wild Encounter premium experience programs.

As a member of the L&E Department, this position will participate in and support a variety of educational and volunteer programming, as necessary. The Coordinator will support the needs of Audubon Nature Institute and its various facilities as required.

To deliver on the Audubon mission, the Engagement Team Animal Program Coordinator will:

Provide a guest experience of outstanding quality by…

• Supporting and participating in the development and delivery of a variety of programs that utilize ambassador animals such as:

• Wild Encounter Programs

• Special Event & Birthday Party Animal Encounters

• On site guest programming

• Media/Outreach support as needed

• Working with L&E leadership to develop a comprehensive evaluation plan for all programs

• Working directly and cooperatively with other partners on the L&E team in all aspects of animal ambassador program usage, staff training, data collection, etc.

• Providing reliable and timely record keeping and evaluations of volunteers and assisting with accurate reports

• Communicating issues or concerns to the L&E Department leadership in a timely manner

• Preparing for all programs by training staff and volunteers, maintaining inventory of supplies, and securing all physical space, as needed

• Conducting analysis of programming and the changing needs of audiences to update programs as needed

• Serving as a model for professional behavior, display courtesy, tact, discretion, good judgement, consideration, and respect

Weave quality entertainment through the guest experience by…

• Developing and implementing high quality and engaging programs for all guests at Audubon Zoo

• Supporting all staff and volunteers in proper animal handling practices and adherence to established guidelines

• Following animal safety protocols, confidently handling, interpreting, and training with ambassador animals

• Working with L&E leadership to ensure the animal ambassador program meets and exceeds all standards and regulations set by AZA and USDA

• Supporting L&E leadership in the development and implementation of evaluation tools for programs to reflect animal welfare, visitor impact and satisfaction and to identify future areas of growth

• Assisting in training methods to maintain and continue to improve the animal ambassador volunteer placements

• Demonstrating a positive attitude and enthusiasm for collaboration

• Actively seeking out and participating in professional development opportunities as approved by supervisor

• Assisting in general L&E department and additional guest programming needs as necessary

• Supporting and collaborating with Guest Services, Operations and Animal Care teams to provide excellent customer service to all our guests

• Supporting and collaborating with Marketing, Public Relations, and our Festivals team for special events and initiatives

Operate a financially self-sufficient collection of museums and parks by…

• Effectively utilizing resources for strategic and financial efficiency and sustainability

• Supporting L&E leadership in the development of effective and purposeful budgets and maintaining responsible spending

• Supporting departmental grant funded programming by maintaining careful record keeping, providing clear and timely communications, and effective action planning for grant deliverables.

Educate our diverse audience about the natural world by…

• Actively collaborating with the rest of the L&E team to design and implement guest facing programs and presentations related to our collection and conservation messages

• Actively seeking up-to-date information in informal educational methodologies and informal education trends

The above-listed duties are general statements of required major duties and responsibilities performed regularly. They do not exclude other duties as assigned.

To deliver on the Audubon service promise, the Engagement Team Animal Program Coordinator will:

Welcome

• Make eye contact with every customer encounter, smile at every person, offer friendly phrases and greetings.

• Wear an identification badge.

• Walk individuals to their destination instead of pointing; aid people who look confused.

• Assume ownership of potential safety hazards (wipe-up spills, pick up trash). Always have the camera-ready look.

Share

• Maintain a positive attitude, pleasant tone of voice (remember it is not what you say, but how you say it).

• Coach coworkers on service expectations.

• Utilize the power of teamwork to give excellent service.

• Know when to involve management.

Inspire

• Know the answers to questions or seek out the answers.

• Utilize proper phone etiquette (answer phone within three rings, smile before answering call, ask for permission and wait for response before placing caller on hold).

• Ensure work area is free of food, drink, socialization, and personal business.

• Follow Dress Code Policy on clothing and grooming.

• Keep unpleasant concerns behind closed doors (vent backstage).

Supervision: As needed, this position may assist the Assistant Curator of Ambassador Animals and/or the Guest Engagement Supervisor with the daily oversight of staff and programming.

Experience:

• 3+ years paid professional experience working with ambassador animals and ambassador programming

• Demonstrated experience working with a wide variety of species including reptiles, amphibians, invertebrates, mammals, and birds

• Proven knowledge and practice with operant conditioning and environmental enrichment – experience with free flight training preferred

• Demonstrated experience and ability to develop and deliver informal guest facing programming such as chats, animal encounters, etc.

• Experience with team leadership and coordination

• Demonstrated computer literacy and working knowledge of technology

• Demonstrated ability to relate and communicate effectively with youth and adults from diverse backgrounds

• Demonstrated ability to read, interpret, and communicate documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Proven ability to speak effectively before groups of guests and employees.

• Demonstrate ability to develop partnerships and good working relations with others

• Demonstrate knowledge of wildlife conservation and environmental issues

• Demonstrate awareness and understanding of customer service and service recovery

Education: Bachelor’s degree required in Biology or a related field, and/or equivalent work experience.

Licensure/Certification: Must have a valid, state-issued driver’s license

Physical Requirements:

• This position involves standing or walking for up to 2/3 of the day and the ability to carry items weighing up to 50 pounds

• Ability to pass annual TB tests

• Ability to perceive visual, odor, or behavioral changes in animals to determine changes in animals’ stress level or general wellbeing. Must have excellent peripheral vision, depth perception, and quick motor response for animal and audience control during presentations

• Must be able to reach above shoulder level, stoop, and squat to retrieve kennels and animals, which also may require stepping on stools.

• Ability to speak loudly to crowds in a variety of situations included moderate to loud crowds

• Typical ability to collect and analyze numerical and written data and verbal information to reach logical conclusions and ability to determine the time, place and sequence of operations or actions required

• Regular talking and the ability to express and exchange ideas by means of language expected

Environmental/Working Conditions:

• Ability to work under and handle stress in an appropriate manner required

• May be exposed to high, medium, or low noise intensity

• Constant contact with co-workers required

• Works effectively in a moderately noisy office

• Affinity for animals required

• Exposure to fluctuations in temperatures is required

• Exposure to extreme heat and outdoor conditions is required

• Must be able to work holidays, weekend and occasional after hour events

Other abilities, skills, knowledge:

• Must be goal-oriented and self-motivated

• Must have willingness and ability to take initiative

• Must be able to manage multiple priorities and deadlines for a wide range of projects

• Must have exemplary written communications skills

• Must have exemplary presentation and oral communication skills

• Must have willingness to promote and practice Stand Out Service

• Must work effectively in a team environment

• Must have excellent interpersonal skills with ability to interact with all levels of staff, donors, visitors, and educators