Role Type: Volunteer — 2 to 3 Shifts Per Month
Time Commitment: Each shift is a 24-hour window. You are not expected to respond at 2am — we ask clients to allow 24 hours for a response, and most replies happen within a few hours during waking hours.
Reports To: Intake Back Office / Organization Lead
ABOUT THIS ROLE
When a Buncombe County family can’t afford an emergency vet bill for their cat, they reach out to us. The Intake Volunteer is often the first ACW voice they hear. This role is about compassion, clarity, and moving quickly through a defined process so cats get the help they need.
RESPONSIBILITIES
- Monitor the ACW intake email inbox during your assigned 24-hour shift window
- Respond to incoming applications and gather any needed clarification from the applicant
- Communicate with applicants through the designated ACW Facebook Messenger chat
- Once a case is verified, post in the ACW internal channel to initiate the payment and voucher process
- Coordinate with the Intake Back Office to ensure each case is logged and a voucher is created
- Follow the established ACW intake workflow from first contact through to resolution
- Treat every applicant with dignity and discretion — many are in genuine crisis
WHAT WE’RE LOOKING FOR
- Warm, professional communication style — written and verbal
- Comfortable using Facebook Messenger and email for case communication
- Familiarity with Google Docs or Sheets is helpful
- Previous experience in a veterinary, medical, social services, or customer-facing role is a plus
- Ability to follow a structured process consistently and ask for help when something falls outside the norm
- Reliable availability during your assigned shift window
A NOTE FROM ACW
This role works closely with the Intake Back Office volunteer, who handles the master case log and voucher creation. You are the human connection — they are the record-keeper.