Description

City of Mission Viejo Invites Applications for

ANIMAL SERVICES REPRESENTATIVE

$25.08 - $37.70 per hour

APPLY BY: 3:00 P.M., MONDAY, AUGUST 31, 2026

SEARCH SCHEDULE: Online applications must be completed & submitted no later than 3:00 p.m. on the filing deadline. NeoGov will reject all applications started prior to 3:00 p.m., but not submitted by 3:00 p.m. No exceptions will be made to the closing deadline. Please plan accordingly.

The first round of Zoom interviews is scheduled for some time the week of September 7, 2026 . Only one date will be available for an applicant to attend. The City will not accommodate applicant scheduling requests for alternate dates. It is recommended that you plan your calendar accordingly when you apply.

The Position

The Mission Viejo Animal Services Center is seeking a candidate with a passion for animals, demonstrated office experience, and strong customer service & leadership skills to serve as our next Animal Services Representative.

There is one (1) full-time vacancy scheduled to work forty (40) hours per week. The employee will be assigned to one of the following areas: Licensing, Dispatch, or Public Counter. Employees may be rotated within the job classification, as needed, to perform duties in any of the three (3) areas listed above. While the primary work schedule for this position will be Sunday through Thursday 8:00 a.m. to 4:30 p.m., the schedule may cover scheduled absences of coworkers or due to emergency situations. Hours can be scheduled any time between the hours of 8:00 a.m. to 5:00 p.m., Sunday through Saturday, including holidays. The actual work schedule will be based on the needs of the City for the particular work week. This is an FLSA non-exempt position and is entitled to overtime.

Examples of Important and Essential Duties

Your impact regardless of assignment

Promote positive relationships with the public, management team, fellow staff members, and volunteers while primarily working at the Animal Services Center public counter.
Provide the highest standards of customer service, conflict resolution and communication to the public while promoting the Center’s programs and policies.
Perform a wide variety of advance-level clerical work including maintaining accurate and detailed records, verifying accuracy of information, researching discrepancies, and recording information.
Explain licensing, rabies inoculations, vaccination schedules, leash and other animal related regulations, laws, and requirements to citizens in person and by telephone.
Coordinate assigned programs, projects, and services with other City departments, divisions, and outside agencies.
Volunteer opportunities to get involved and make a difference in the community.

In Addition, When Assigned To Licensing Duties

Processes animal license applications; collects animal license fees; issues receipts; accounts for funds received; monitors and calls upon delinquent accounts.
Locates unlicensed animals; provides license applications to owners; issues licenses.
Maintains daily records; develops and maintains a cross-reference filing system of calls made, licenses and license applications issued.
Issues citation follow-up letters and complaints against animal owners failing to conform to license requirements.
Enter data into and verifies accuracy of Chameleon computer database input.
Processes lockbox, mail-in and walk-in license receipts.
Prepares monthly renewal notices, second notices, rabies and violation notices.
Prepares hold and tag notices necessary for animal license processing.
Issues refunds of animal licensing fees when necessary.
Reviews reports of walk-in licensing applications and/or renewals on a monthly basis to verify receipt of each.
Processes rabies certificates to verify animal is current in database system; creates new files for billing if necessary.
Assist with the initiation and planning of onsite and offsite dog licensing events.

In Addition, When Assigned To Dispatch Duties

Dispatches Animal Services Officers to a variety of calls including: bites, attacks, neglect, dogs at large, strays, noise, sanitation, wildlife, and injured/dead animals; provides information necessary to respond in an efficient manner; enters all information on computer.
Receives detailed, accurate information; prioritizes emergency and non-emergency calls.
Records all pertinent information regarding bite and attack reports; dispatches Animal Services Officer to investigate; follows-up to ensure investigation is completed and required observation time for animal is completed; notifies victim of results.
Prepares and maintains Rabies Controls Reports.
Handles incoming and outgoing communications to and from outside agencies; Orange County Sheriff and Orange County Fire Authority.
Operates communications radios and dispatch equipment with a high level of proficiency.
Maintains Daily Watch Lists and Daily Departmental Report.
Assists with routine record keeping and filing of departmental reports, notices and citations.
Assists with organizing, filing and maintaining case files with OC Courts and the Orange County District Attorney’s Office.

In Addition, When Assigned to Front Counter Customer Service Duties:

Provides exceptional customer service to citizen inquiries and/or concerns; resolves citizen complaints by exercising fair, independent judgment and applying applicable policies, procedures and regulations both on the phone and in person while working the Animal Services Center front counter.
Process animal adoptions, returns of animals to owners, and animal impounds from the public.
Assists in organizing, filing and maintaining adoption applications.

Applicants are encouraged to review the entire Animal Services Representative job description by visiting the City’s website at https://cityofmissionviejo.org. There you will discover detailed information about the responsibilities, qualifications, and expectations for this role and all the varying assignments in which this position can be assigned.

Your Team

The members of the Mission Viejo Animal Services Department are passionate and dedicated to making a difference every day for the domestic animals and wildlife living in the communities they serve. They are looking for someone with the same strong work ethic and passion to join them.

The Department provides services for Mission Viejo and four surrounding cities which include: City of Aliso Viejo, City of Laguna Hills, City of Laguna Niguel and City of Rancho Santa Margarita. The Mission Viejo Animal Services Center is a pro-humane facility that provides an array of services including animal licensing, rabies control, pet adoption, community outreach presentations, patrol of public streets and parks, picking up injured wildlife, impounding stray dogs/cats, issuing citations, and providing a shelter for homeless animals. The facility has dogs, cats and rabbits available for adoption year-round.

Ideal Candidate

Has strong work experience providing administrative support work requiring the use of independent judgment, tact, and discretion;
Is a reliable and flexible team player, enthusiastic about helping others; able to work both independently and in a group environment; and open to feedback;
Can establish and maintain effective and harmonious working relationships with all levels of staff, volunteers, and the public;
Can handle stressful situations while working in a fast-paced, busy Animal Shelter environment and demonstrates the ability to remain calm when dealing with disgruntled people;
Is proficient in the use of computer applications such as Word, Excel, Outlook and has the ability to quickly learn new programs such as Chameleon animal services software and Motorola dispatch equipment; and
Has proven experience in data entry, accounting, and collections, with strong attention to detail and the ability to manage financial records accurately and efficiently.

Knowledge Of

Job Related and Essential Qualifications

Pertinent State and local laws, codes, and regulations.
Modern office practices, methods and computer equipment.
Word processing methods, techniques and programs; general accounting methods, procedures, and terminology; database and spreadsheet applications and programs.
Principles and practices used in dealing with the public.
Techniques and methods of cash handling.
Basic mathematical principles.
Occupational hazards and standard safety practices necessary in the area of animal services.
Principles and procedures of record keeping.
General principles of risk management related to the functions of the assigned area.
Techniques for providing a high level of customer service to public and City staff, in person and over the telephone.
Techniques for dealing with and solving the problems presented by a variety of individuals from various socio-economic, cultural and ethnic backgrounds, in person and over the telephone.
Safe driving principles and practices.
Safe work practices.

Skill In

Responding to and effectively prioritizing multiple phone calls and other requests for service.
Working independently in the absence of supervision.
Understanding and following oral and written instructions.
Responding to requests and inquiries from the general public.
Meeting and dealing tactfully and effectively with the public.
Interpreting, explaining, applying and enforcing pertinent laws, codes, and regulations pertaining to animal services.
Using tact, initiative, prudence and independent judgment within general policy, procedural and legal guidelines.
Using English effectively to communicate in person, over the telephone and in writing.
Operating modern office equipment including computer equipment and software programs.
Using word-processing, database, spreadsheet, and graphics software applications programs.
Entering and retrieving data from a computer with sufficient speed and accuracy to perform assigned work.
Operating a two-way radio and a dispatch system.
Operating a cash register.
Collecting, compiling, and analyzing information and data.
Preparing and maintaining accurate and complete records and files.
Composing correspondence and reports independently or from brief instructions: maintaining records and databases.
Establishing and maintaining effective working relationships with employees and those contacted in the course of the work.
Learning and understanding the organization and operation of the City and of outside agencies as necessary to assume assigned responsibilities.
Operating a motor vehicle safely.

Experience and Training and License/Certificate

Qualifications

Equivalent to the completion of twelfth (12) grade supplemented by two (2) years of related experience in animal services and/or clerical work. Experience in a public agency animal shelter or center is highly desirable.

LICENSE OR CERTIFICATE

A driver’s license is not required, but the employee must be able to arrange reliable and timely transportation to offsite facilities and vendors to complete essential functions as determined by assignment

Benefits Overview

The following description is a general overview of the benefits provided to City of Mission Viejo benefit eligible employees. For specific details, please review the Human Resources Policies, Management and Budget Policies, Administrative Regulations, and official plan documents, or contact the Human Resources office at 949.470.3060.

Employees of the City are currently covered under the California Public Employees' Retirement System (CalPERS). While the City does not participate in the Social Security System, federal mandate requires new employees to contribute 1.45% of wages to Medicare insurance coverage.

Retirement

Employees Hired On or After January 1, 2013, Who Are CalPERS Members –

A CalPERS member hired by the City of Mission Viejo within less than a six (6) month break in CalPERS covered service, will participate in the 2% at 60 formula, three-year final compensation, and 1959 survivor benefit. Employees are required to contribute the full 7% member contribution, plus an additional 1.5% towards the employer rate.

A CalPERS member hired by the City of Mission Viejo with a six (6) month or more break in CalPERS covered service, will participate in the 2% at 62 formula, three-year final compensation, and 1959 survivor benefit. The employee pays the full member contribution, which is variable. The contribution rate for new members is 50% of the normal cost rate which is subject to change. The current member contribution is 7.5%. Employees also contribute 1.5% towards the employer rate.

Employees Hired On or After January 1, 2013, Who Are Not CalPERS Members –

Employees hired on or after January 1, 2013, will participate in the 2% at 62 formula, three-year final compensation, and 1959 survivor benefit. The employee pays the full member contribution, which is variable. The contribution rate for new members is 50% of the normal cost rate which is subject to change. The current member contribution is 7.5%. Employees also contribute 1.5% towards the employer rate.

Employer's Contribution Rate –

Beginning July 1, 2025, the employer's normal cost contribution rate is 11.96%, which reflects the employee pick-up of 1.5% of the employer rate.

Retiree Benefits

Employees Hired On or After December 2, 2006 –

The City's Retiree Health Savings Plan is a defined contribution health reimbursement plan, which is intended to help employees offset post-retirement healthcare costs by allowing employees to contribute pre-tax dollars from their current wages with an additional contribution from the City, into an account that can be accessed upon retirement. To be eligible for the full benefits of the RHS Plan, an employee must reach age 55 with a total of 15 years of service with the City of Mission Viejo.

The RHS Plan requires mandatory contributions from both the employee and the City. Contributions to the RHS Plan will commence for an employee beginning with the first pay period that occurs after the eligible employee's completion of one year of service with the City. Eligible employees will be required to contribute 1.5% of their salary. Deductions will be pre-tax and will be taken from each paycheck.

Starting the same date, the City contribution will be $100 per month ($50 per pay period for 24 pay periods) for full-time employees, $75 per month ($37.50 per pay period for 24 pay periods) for full-time equivalents of .750 to .999, and $50 per month ($25 per pay period for 24 pay periods) for full-time equivalents of .500 to .749, after the completion of the waiting period. This program is administered by MissionSquare.

Payday

The City issues paychecks on a biweekly basis (see Payroll Calendar), every other Friday. Benefits are deducted from paychecks twice a month.

Holidays

The City observes ten (10) paid holidays, including a Winter Closure at City Hall and the Corporation Yard between December 26th and December 31st. Effective July 2025, employees also have two (2) floating holidays per year, which is credited annually on January 1st (on the employee's hire date in the first year) and cannot be carried-over.

Comprehensive Annual Leave

Provides employees with paid time off for rest and relaxation, personal or family illness, bereavement, and personal business. For non-exempt classifications, 19 days annual accrual during the first year, increasing to 30 days beginning in year ten, prorated based on the full-time equivalent for all part-time positions. For exempt classifications, 24 days annual accrual during the first year, increasing to 35 days beginning in year ten, prorated based on the full-time equivalent for all part-time positions.

Jury Duty Leave

Employees are granted up to 30 paid days for jury service.

Cafeteria Plan

The City offers a "cafeteria style" flexible benefits plan, with a fixed monthly contribution provided by the City for all regular and probationary full-time and part-time employees. The benefits plan is covered under Section 125 of the Internal Revenue Code allowing employees to pay monthly benefit premiums on a pre-tax basis. Benefit coverage begins the first day of the month following thirty-days (30) of continuous regular employment.

Medical Insurance

The City contracts with CalPERS to offer medical insurance to employees, plus their qualified dependents. Employees are required to participate in the City group medical plan.

Dental Insurance

The City contracts with Delta dental for dental coverage for employees, plus their qualified dependents. There is a choice among two plans, Delta PPO and Delta Care PMI.

Vision

The City contracts with Vision Service Plan (VSP) for vision coverage for employees, plus their qualified dependents.

Life Insurance

The City contracts with Voya to provide term life insurance for employees in an amount equal to two (2) times the employee's annual salary to a maximum of $400,000. The City pays the full cost of the monthly premium. If you need more than the Basic Life insurance the City provides, you may purchase additional coverage by enrolling in the Supplemental Term Life (STL) and AD&D insurance programs.

Short and Long Term Disability

The City contracts with Voya to provide both short and long-term disability insurance coverage to the employee, in a benefit amount up to 66% of the employee's salary. The City pays the full cost of the monthly premium.

Flexible Spending Account

You can set up one Flexible Spending Account (FSA) for health care expenses and another to pay for the cost of caring for your dependents while you are at work. The Health Care Spending Account is a tax-free way to pay any qualified out-of-pocket expenses associated with medical, dental, and vision care for yourself and any family members who are legal dependents. You may contribute up to the IRS allowed maximum, pre-tax, annually to this account. The Dependent Care Spending Account allows you to pay for child or elder care expenses on a tax-free basis. You may contribute up to the IRS allowed maximum annually towards this account. Both types of accounts are administered through Wex Benefits.

Employee Assistance Program

The City contracts with CONCERN to provide short term counseling benefits, as well as life management services and referrals, to employees, their dependents, and any other members within their household. The City pays the full cost of the monthly premium.

Deferred Compensation

A voluntary deferred compensation plan is available through Voya. The City matches contributions up to $150 per month.

College Savings Plan

The City offers payroll deductions to a qualified 529 plan. This voluntary ScholarShare fund, managed by ScholarShare, is a flexible college savings program that helps make saving for a child's higher education easier.

Wellness Program

The City offers free membership, with some restrictions, to the City's Recreation and Tennis Centers for employees and their resident family members.

Tuition Reimbursement

Once probation has been successfully completed, the City offers tuition reimbursement to employees for qualified classes and/or programs up to $1,250 per fiscal year, prorated based on the full-time equivalent for all part-time positions. Pre-approval by the employee's supervisor and the City Manager is required.

Technology Loan Program

Once probation has been successfully completed, an interest-free technology loan is available to employees in an amount up to $3,500, prorated based on the full-time equivalent for all part-time positions.

Flexible Workplace Program

The Flexible Workplace Program allows an employee to enter into an agreement to schedule portions of their work week away from their regular worksite. Participating employees will work a full workday, but program participation allows times and number of hours in the office to be scheduled differently between individual days of the week. The City Manager must approve all Flexible Workplace Program applications. Program participation is a benefit and not an entitlement and is approved on a case-by-case basis.

01

The following supplemental questions will be a primary tool in the evaluation of your qualifications for this position and will be used in conjunction with your application to evaluate your experience, knowledge and skills. Do not refer to your application and/or resume when completing these questions. Do you understand and acknowledge these instructions?

02

The first round of Zoom interviews is scheduled for some time the week of September 7, 2026. Only one date will be available for an applicant to attend. The City will not accommodate applicant scheduling requests for alternative dates and it is recommended that you plan your calendar accordingly. Further, if you are invited to an interview, you will receive an email from the City of Mission Viejo with instructions to self-schedule yourself for an interview time for some time the week of September 7, 2026. Failure to self-schedule an interview on time and/or to show up for the interview on time is an automatic fail for this recruitment. Do you understand and acknowledge these instructions?

03

Describe your education and work experience that qualifies you for the position of Animal Services Representative with the City of Mission Viejo. Be sure to include your years of experience and where this experience was obtained and any additional related experience in the following areas: a. Maintaining a variety of files and records; b. Assisting the public both over the phone and in person; c. Explaining and interpreting animal services laws, ordinances, codes, or regulations; d. Use of Chameleon animal services software; e. Operating Motorola MCD 5000 Desktop Controller dispatch equipment and MDX 4000 radios; f. Data entry, accounting, and collections; and g. Managing financial records

04

Describe your experience making decisions or "judgment calls" when a direct supervisor was not available to assist you.

05

How do you maintain your composure when faced with stressful situations?

06

Describe your customer service experience dealing with the public, volunteers, and/or internal customers. Include your definition of "Excellent Customer Service" and cite a specific example of how you provided excellent customer service.

07

What are your long-term career goals, and how does this role fit into your overall career plan?

Required Question

City of Mission Viejo

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