Animal Care Services Review Phase One

Transcription

1 Animal Care Services Review Phase One The City is at a critical juncture. It must determine what kind f an animal shelter it wants ACS t be and ensure the Bureau has the resurces and peratins necessary t prvide desired services and prgrams. Independence yu can rely n December 2017 Laura L. Dud City Auditr Jennifer Rethwisch Perfrmance Audit Manager Brenda Auner Senir Perfrmance Auditr Lauren Dugan Perfrmance Auditr Delia Gmez Perfrmance Auditr

2 Table f Cntents Backgrund... 1 Objective and Scpe... 1 Summary... 1 Observatins and Recmmendatins... 4 Leadership and Staff... 4 Animal Intake and Flw... 7 Animal Care Spay/Neuter Veterinary Services Euthanasia Prcedures Facilities Cleaning and Disinfectin Adptins Rescue Grups Vlunteers & Fsters Cmmunity Outreach & Engagement Fundraising Signage & Custmer Service Management Cmments... 29

3 Backgrund Animal Care Services (ACS) is a Bureau under the Department f Parks, Recreatin and Marine and is respnsible fr prviding sheltering and veterinary services fr lst r hmeless animals, pet licensing, respnding t animal-related emergencies, and enfrcing laws pertaining t animals and their care. Fr the past 16 years, ACS has partnered with the Sciety fr the Preventin f Cruelty f Animals, Ls Angeles (spcala) t jintly deliver adptin services t Lng Beach and fur cntract cities: Cerrits, Seal Beach, Signal Hill, and Ls Alamits. Objective and Scpe In January 2017, Mayr Rbert Garcia requested that the City Auditr s Office (CAO) cnduct an peratins and management review f key Animal Care Services Bureau (ACS r Bureau) functins. As a result, the CAO has been evaluating ACS peratins t determine the extent t which plicies and prcedures are effective when cmpared t industry standards and best practices. This review is cmprised f tw cmpnents: 1. Phase One: The CAO retained JVR Shelter Strategies (JVR), a management cnsulting firm, t review varius ACS shelter peratins, including animal intake prcessing and flw, veterinary services and care f animals, and prgrams designed fr psitive animal utcmes. JVR specializes in large pen-intake municipal shelters, like ACS, and is made up f a team f experts in the animal sheltering industry. JVR s past and current clients include the City f Irvine and Cunty f Orange. This reprt summarizes the Phase One review and incrprates the cnsultant s cmprehensive, Bureau-wide list f recmmendatins fr imprvement. 2. Phase Tw: The CAO is cnducting additinal wrk t assess ACS staffing and resurces, including licensing and field services. Once Phase Tw is cmpleted, a secnd reprt will be issued discussing the Office s results and recmmendatins. Early indicatrs frm the wrk in this phase shw that staff levels in many areas f ACS peratin are belw industry recmmended levels. Summary A Unique and Challenging Operating Envirnment Bth ACS and spcala are hused n the same campus at the P.D. Pitchfrd Cmpanin Animal Village (Village); hwever, they maintain separate leadership and identities. The current agreement between the City and spcala is a 55-year lease-back agreement set t expire in The agreement allws ACS t lease a prtin f the Village frm spcala fr daily shelter peratins, with the City paying spcala fifty percent f the ttal facility perating expenses. The success f bth rganizatins is intimately linked t ne anther; hwever, the lease-back agreement des nt cntain terms related t key perating functins, such as animal adptins, fr which bth rganizatins are respnsible. ACS perates an pen intake shelter, which means that n animal under its jurisdictin can be turned away, impunding apprximately 8,000 live animals each year. All animals impunded are under the care f ACS until the animals are reunited with their wners r the mandatry hlding perid is up. At the end f that perid, spcala has the ptin t select animals it wishes t assume respnsibility fr care and prepare them fr future adptin. This infrmal arrangement is nt cvered by the lease-back agreement between ACS and spcala, and des nt require that spcala take a designated number f 1 Page

4 animals. Animals that are nt selected by spcala remain under ACS care; many f these animals, mainly cats and dgs, have challenging behavir r medical issues. Lng Beach s c-habitatin and peratinal arrangement with spcala is unique and challenging amng municipal shelters. Strng Staff Cmmitted t Saving Lives Based n the cnsultant s bservatins, ACS, when cmpared t many ther pen intake municipal shelters in the cuntry wh fcus n animal cntrl, is perfrming abve average when it cmes t recgnizing the need fr prgramming aimed at saving animal lives. ACS has taken prgressive steps t shift existing resurces and dedicate staff t wrking clsely with rescue rganizatins and running varius prgrams surrunding adptins, animal enrichment, and behavir. Examples f these prgrams include trap-neuter-release and Dgs Play Fr Life, which is in its infancy. In additin, the cnsultant fund that ACS staff in all areas f the shelter, when cmpared t many ther municipal shelters, is highly dedicated t the welfare f the animals under its care. The emphasis n these prgrams, alng with a staff that wants the best fr every animal, is reflected in ACS imprved Live Release Rates (LRR) and impund statistics. Frm 2011 t 2016, ACS has cntinuusly shwn imprvements in reducing animal impunds and increasing psitive utcmes (i.e. adptins, rescues, etc.), as reflected in the table belw. Dwnside f Ging Beynd Capacity Table 1 ACS Statistics Live Saving Statistics Impunds 9,643 6,372 Euthanasia 5,075 1,662 Live Release Rates 50% 69% Live Release Rates - Dgs 71% 85% Live Release Rates - Cats 24% 62% While LRRs have increased ver the years, this review fund that ACS faces a number f challenges that impact its ability and capacity t prvide animal care and cntinue its prgress. These LRR and impund imprvements have been accmplished withut the additin f resurces t fully supprt new prgrams. These prgrams have strained already limited ACS resurces, spreading thin the shelter staff and ther resurces and affecting service effectiveness and efficiency. Based n the cnsultant s bservatins in Phase One as well as preliminary resurce analysis in Phase Tw, ACS has been attempting t prvide service levels that are beynd what the Bureau s staffing and resurces wuld allw, straining the Bureau s existing resurces and impacting verall service effectiveness and efficiency. Generally, this means animals in a shelter culd ptentially suffer when a shelter tries t prvide services beynd its capacity f resurces. Standard Operating Prcedures Are Necessary Hwever, this des nt necessarily mean that additinal resurces are the slutin t all f ACS challenges. Many recmmendatins in this reprt address the mre immediate needs t standardize 1 The Live Release Rate is the percentage f animals that cme int the shelter and leave with a psitive utcme, such as return t wner, adptin, r transfer t a rescue rganizatin. These statistics were pulled frm ACS press releases. The methd used by ACS fr calculating LRR is ne that meets best practices. 2 Page

5 shelter prcedures and practices, incrprate industry standards and best practices, and ensure accuntability and management cntrls. ACS has very limited standard perating prcedures, which have resulted in incnsistent decisin-making and cnflicting shelter practices, as well as in changes being implemented withut prper directin and explanatin. The cnsistency and predictability that standard perating prcedures can prvide help make life less stressful fr bth staff and animals, and are integral t maintaining shelter health and wellness. Clearly defined perating prcedures prvide a cnsistent, dcumented standard f care that is transparent bth internally and externally. ACS shuld be cnstantly striving t imprve and streamline its prcesses and practices, and the Bureau must address many f these recmmendatins while making sure, mving frward, that it perates within its available resurces. Opprtunity t Develp a Shared Visin and Plan This review underscres that imprvements t day-t-day shelter peratins are pssible and necessary. Hwever, the success f ACS shuld nt lie slely n the Bureau alne. Currently, there is nt a clear, shared visin fr the animal shelter, creating a misalignment between stakehlder expectatins and ACS capacity f care. As a result, the City is at a critical juncture with respect t animal care services. City stakehlders elected fficials, management, emplyees, and cmmunity must determine what kind f an animal shelter it wants ACS t be and then ensure that the Bureau has the resurces and peratins necessary t prvide desired services and prgrams t perate accrdingly. Stakehlders must clarify and slidify a visin and then develp a strategic plan with gals and actin steps that wuld allw ACS t execute that visin. This review represents an pprtune time fr stakehlders t deliberate critical questins surrunding the future directin f ACS: Where are we tday? What are the strengths and weakness f the rganizatin? Where d we want t be and hw d we get there? (i.e. specific live release rate targets, reducing animal s length f stay by a specific percentage, etc.) Are there bstacles t reaching ur gals? What additinal resurces are needed t accmplish ur gals? Is the shelter s current capacity f care meeting the expectatins f stakehlders? What future pprtunities are there t pursue the missin? Hw can the shelter and spcala wrk tgether t maximize utcmes and imprve peratinal efficiencies thrugh a frmal perating agreement? Understanding the Recmmendatins Recmmendatins prvided in this reprt are brken int shrt-term, lng-term, and best practices that shuld be cnsidered: Shrt-Term These recmmendatins relate t ACS current peratin as an pen intake shelter and are imprvements that ACS can begin t implement as sn as pssible with its current resurces and structure. Best Practices These recmmendatins may nt be pssible in all circumstances; hwever, they wuld enhance care fr animals and are ideal fr a shelter t excel. 3 P age

6 Lng-Term These recmmendatins are imprvements that shuld be based n the results f the visining and strategic planning prcess fr the rganizatin and, therefre, are mre likely reliant n decisins regarding service pririties and resurce allcatin. A degree f flexibility shuld be allwed when cnsidering lng-term recmmendatins. Because f the breadth and depth f the cnsultant s recmmendatins, the CAO encurages the assistance f utside expertise t assist ACS with develping and implementing a frmal strategic plan, as well as varius standard perating prcedures that can incrprate Phase One recmmendatins. We thank ACS staff fr their dedicatin and assistance, patience and cperatin during the review prcess. Observatins and Recmmendatins Leadership and Staff Key Observatins In recent years, withut additinal resurces, ACS has implemented new slutins aimed at saving mre animal lives by reassigning existing staff t key live release functins, such as rescue crdinatin, vlunteers, and enrichment. While increasing live release rates is an admirable gal and ACS has been successful at increasing these rates, making this a pririty withut a brader visin and plan fr the rganizatin will hinder future success. As mentined abve, the Bureau needs an updated visin, missin and strategic plan that can utline initiatives and prgrams, guide plicies and practices, and marshal and priritize resurces. While ACS is perating withut a clear, shared visin and strategy, staff generally appeared t be very dedicated and have a wide range f expertise that can be utilized in planning fr the future f ACS. Hwever, there were several areas that lacked clearly dcumented plicies r prcedures fr critical animal care activities. Where plicies did exist fr certain functins, at times staff cmpleted tasks incnsistently, which demnstrates the need fr additinal training and accuntability. Shrt-Term Recmmendatins Missin, Visin and Strategy Organizatinal Structure Articulate the missin f the rganizatin s that the lead and direct supervisrs are aware f hw their areas f respnsibility meet this missin. This missin shuld als be articulated t staff s a better understanding exists n hw current plicies and practices meet these gals. Wrk t imprve clear directin and cmmunicatin t staff, including regular staff meetings. Set clear expectatins that staff shuld nt verstep their immediate supervisrs, and that the Manager reinfrces the chain f cmmand/rganizatinal structure. Rather than utilize the City s standard jb classificatins fr sme f the psitins at ACS, develp clear, written titles and jb descriptins that accurately describe the wrk respnsibilities and expectatins t hld staff accuntable. Examples f psitins that need aligned frmal jb descriptins 4 P age

7 Accuntability and Staff Perfrmance include all Rehming Team psitins, sme Medical Team psitins, and the Animal Care Team. Review and update existing standard perating prcedures (SOPs), as well as establish new SOPs fr daily prcedures. Any new prcedures that are implemented shuld als have a matching SOP t guide staff. Hld staff accuntable t these SOPs. Areas that need new SOPs r updated SOPs include: Daily cleaning and feeding Medical SOPs Pre-euthanasia handling/sedatin Create a daily walk-thrugh prcess fr lead r direct supervisrs where they bserve their teams perfrming varius tasks. Cnduct annual perfrmance reviews fr all emplyees n a cnsistent basis fllwing City guidelines and practices. Staff Levels Analyze intake staffing hurs and ensure that there is adequate cverage. As indicated in ACS imprvement plan and apprved in the FY 2018 budget, hire a full-time Registered Vet Tech (RVT) t cnduct intake exams. Training Develp standardized training that incrprates cntinued educatin and prfessinal develpment fr all aspects f ACS t ensure every staff member receives prper training fr his/her rle, including: Basic level f infectius disease cntrl and cmmn signs f illness (e.g. diarrhea, sneezing, lethargy) fr all staff. Cntinue t invest in training fr the medical team in areas such as shelter medicine and internal medicine fr veterinarians t cntinually grw expertise and imprve care. Disease recgnitin in extic/small mammals fr the vet tech staff. Animal care prcedures, such as nutritin, husing envirnment, and sanitatin. Prper rabbit husbandry and mnitring f medical cnditins s that they are aware f signs f stress in this species since it can ften be subtle. Euthanasia prcedures as necessary, including euthanasia f extic species. 5 P age

8 Lng-Term Recmmendatins Missin, Visin and Strategy ACS alng with City stakehlders (elected fficials, management, emplyees, cmmunity, and spcala) shuld create a strategic plan fr the rganizatin that clearly articulates future gals and pririties f ACS, actins that each ACS unit takes t meet established gals, and required resurces. This will create a unified sense f missin/gals and enable the rganizatin t create accuntability and structure arund their plicies and practices. The strategic planning prcess is lengthy and wuld best be cnducted by a cnsultant t assist ACS in planning and executin. Wrk with spcala t develp a frmal peratins agreement. Staff Levels Determine staffing hurs fr daily care (feeding and cleaning) by analyzing shelter data such as daily ppulatin by mnth. 2 Additinal staff are needed fr medical cverage and daily cleaning. Change the night shift t an n-call basis, since this psitin des nt seem t be an efficient r effective utilizatin f time. This shuld be lng term as it will require a re-negtiatin with cntract cities. 2 Phase 2 will be analyzing staffing needs fr daily care and intake. 6 P age

9 Animal Intake and Flw Key Observatins Planning and mnitring animal flw thrugh the shelter is essential t prviding the apprpriate services t supprt animal health and timely utcme. Currently, ACS des nt systematically identify r track animal pathways thrugh the shelter tward a particular utcme. As animals cme int the shelter they are prcessed thrugh a dedicated intake area near the public entrance, which has adequate supplies and equipment. In additin, ACS intake prtcl (i.e. vaccinatin, dewrming, pht and identificatin) meets the industry minimum guidelines. T ensure animals mve as quickly as pssible t the best utcme, additinal emphasis needs t be placed n creating a plan fr each animal upn intake and thrughut its stay at ACS. Shrt-Term Recmmendatins Animal Flw Thrugh Strive t perate within ACS Capacity fr Care based n existing resurces. Determine radblcks fr mvement t adptin, and develp strategies t address them. Key nted barriers include behavir assessment, medical exams, and delays in cntacting transfers. Create cmmunity partnerships with cntracts/agreements t decrease animal length f stay t transfer. Perfrm ppulatin runds at least nce a week (ideally n a daily basis) t ensure all animals have a flw-thrugh plan, and utilize a daily shelter runds actin list. 3 Review Length f Stay (LOS) data t all utcmes and develp slutins t decrease LOS t transfers including incentives. 4 Make utcme decisins (i.e. transfer ut r euthanasia) prmptly t prevent suffering, while beying existing laws such as the Hayden Law. With current resurces ACS shuld nt be taking n lng term medical cases. Animals with lng-term medical cnditins shuld be fund a medical fster r rescue. Husing animals lng-term-in a shelter (typically beynd a twweek LOS) can lead t deteriratin f behavir. If medical fster r rescue cannt be lcated, treatment decisins shuld be based n the ability t safely and humanely prvide relief, prgnsis f recvery, likelihd f placement, duratin f treatment, expense and resurces available. When adequate pain relief cannt be achieved, transfer t a facility that can meet the animal s needs r humane euthanasia must be prvided. Shelter-neuter-return (SNR) eligible cats are experiencing lnger lengths f stay than necessary. Create a plan fr SNR cats t expedite their flw thrugh the system, including determining eligibility, cmmunicatin needs, scheduling surgery, scheduling release, and dcumentatin. 3 Daily Runds: Incentives can include reduced fees when animals are picked up by a certain time, prvide spay/neuter and vaccinatin, give a highly adptable animal with anther ne that is mre challenging, and recgnizing the rganizatin publicly. 7 Page

10 Behavir An animal s behavir shuld be nted n intake and thrugh the curse f the shelter stay using terminlgy that describes the animal s actins. Hlding Perids Veterinarians shuld input behavir ntes within a standard medical SOAP (Subjective, Objective, Assessment, Plan) in the subjective sectin. Cnsider having the veterinarian wrk with the Behavir Team t determine apprpriate terminlgy. Create a guideline fr describing behavirs that fcuses n descriptive terminlgy f behavirs as ppsed t subjective terminlgy. Cntinue t perfrm the current best practice f allwing friendly animals t mve t the adptins-pen selectin prcess rather than hlding fr a behavir evaluatin. Bth the intake exam and medical exams can ften reliably demnstrate if an animal is easy t handle, particularly during basic prcedures such as vaccinatin and physical examinatin. In the case f friendly animals, adding an additinal behavir assessment prir t allwing public viewing may be a pr utilizatin f staff time and resurces. Cntinue t perfrm the current best practice f cmpleting quick behavir exams n the cats, rather than extensive exams when it is clear that a cat is friendly. There are many behavir assessment tls available fr animals but ften the best test is hw the animal relates in scial settings, such as playgrups. Traditinal assessments may nt be the mst reliable indicatrs f behavir in hme envirnments, s mdificatins and variatins t assessments shuld be cnsidered. 5 Cntinue t fast track feral cats and mve them thrugh the SNR prcess as quickly as pssible. Animal Status Clearly define each status in Chamelen (recrd keeping system) and create statuses fr all necessary actins, such as rescue may be needed. Clearly define when an animal s status can be changed and by whm and the expectatins fr each status. Intake Treatments Develp a system f regular animal evaluatins which includes review f animal status during the daily runds prcess. Chamelen can be utilized t see why an animal has been in a particular status fr an extended perid f time. Review psted/published prtcls t ensure all staff have access t up-tdate infrmatin. Vaccinate all cats greater than ne pund r 4 weeks f age every 2 weeks until 20 weeks f age (similar time frame fr puppies). 6 5 Behavir Evaluatins: and 6 Aging kittens resurce: 8 P age

11 Cmplete the basic intake frm n intake that includes vaccine infrmatin, micrchip scan, and basic behavir/medical. 7 All animals shuld be vaccinated immediately n intake including thse in the 101 rm. When perfrming intake treatments, develp a prcess that des nt increase risk f disease spread. Fr example, place a new syringe n the Strngid dewrmer bttle after use if animal cntact ccurs. Scanning Perfrm a thrugh scan at intake, with a separate scan perfrmed at utcme. The secnd scan prcess des nt appear t be effective utilizatin f time r staff resurces. If a secnd check ccurs, it shuld include an exam r ther infrmatin that wuld be useful t the Medical/Behavir Team. Track if micrchips are fund at utcme. The initial intake frm shuld specify wh cmpleted the initial scan. Ensure that if a micrchip is fund at utcme that the intake staff member is infrmed and trained n hw t prperly scan. Develp a clear system with written prtcls fr determining which staff member cntacts the wner when a micrchip is fund. Best Practices Animal Flw Thrugh Hlding Perids Animal Intake Selectin Create a managed intake prcess t efficiently utilize staff (bth Intake and Animal Care). Cmpnents f managed intake include: Appintment-based wner surrender where all wner surrenders are scheduled during set hurs and based n availability f staff. Create a diversin prgram and assistance prgram t minimize wner surrenders. Offer resurces t keep animals in hmes, such as vaccines, fd, spay/neuter, r behavir training. Cnsider reducing hlding times fr animals with micrchips s they can be quickly released. The current 14-day hld perid is t lng. Cnsider placing adptin hlds/interest n animals during stay hlds. Create a true pen selectin prcess which wuld greatly reduce length f stay by assisting with the creatin f a priritized list f animals that have interest place n them (i.e. fast track). Recnsider hld times f 72 hurs n feral cats and ther hld perids that lead t cats getting ill in shelter due t upper respiratry infectins/stress. Cnsider the vaccinate and g plicies fr wner surrenders t keep animals ut f the shelter when staff and resurces are lw. In this situatin, the shelter will vaccinate the animals that return hme with the wner fr tw weeks, prir t cming back t the shelter. This allws the vaccine time t gain effectiveness and gives the shelter time t prepare fr the intake. 7 Basic intake resurces: 9 Page

12 Additinally, in the event f shelter utbreaks, it prtects the animal frm risk f cntracting disease when entering the shelter. Lng-Term Recmmendatins Animal Flw Thrugh Determine ACS Capacity fr Care based n current resurces, staffing, space and pririties. Mre specifically, ACS shuld fcus n adptin driven capacity fr dgs, puppies and kittens, as well as transfer driven capacity. Use these numbers when establishing intake parameters. Knwing yur current capacity fr care will allw yu t better understand additinal resurces (i.e. staffing, space, funding) needed depending n gals determined in the strategic planning prcess. 8 Create a ppulatin plan fr animals entering the shelter. Determine pathways fr animals immediately upn intake. T be effective, the plan shuld include a Fast Track/Slw Track system fr animals. 9 Behavir ACS hlds animals with challenging behavir cncerns fr rescue placement. Husing animals lng-term in a shelter (typically beynd a tw-week LOS) can lead t deteriratin f behavir. T imprve the likelihd f these animals being placed in a rescue r an adpter s hme, a behavirist with experience in wrking with these animals shuld be n staff r serve as a cnsultant t develp a prgram t wrk with these cases. This can help minimize the chances that these animals deterirate in the shelter s care, as they await placement. Behavir mdificatin, fsters, and scializatin/playgrups are examples f ther prgrams that shuld be cnsidered cncurrently while finding lng-term placement. 10 During the strategic planning prcess, stakehlders shuld decide if investment in behavir mdificatin is a future pririty. Until resurces are allcated fr behavir mdificatin, fsters, r scializatin, placing animals with a rescue shuld be a fcus. If placement cannt be achieved, humane euthanasia shuld be cnsidered t ensure the animals d nt further deterirate. Wrk with spcala t develp a standardized system thrughut the tw rganizatins (ACS and spcala) s that behavir terminlgy is cnsistent and criteria understd between the transfers. 8 Capacity fr Care: Phase 2 will be reviewing staffing and capacity fr care. 9 Flw-thrugh planning: 10 Behavir Mdificatin: 10 Page

13 Animal Care Key Observatins There were a number f psitive bservatins related t animal husing, including the availability f feral dens fr cmmunity cats, tw-sided dg runs with access t the utdrs, mst cat husing cntaining prtals, and mst animals having access t natural light. While the available husing generally meets the guidelines fr prviding animals with space that allws fr an envirnment cnducive t maintaining animal health, a mre cmprehensive husing plan and upgrades are needed. Currently, placement f animals is nt divided by initial intake status, but rather animals are placed in any pen kennel. In additin, steps need t be taken t ensure that all animals at ACS have apprpriate husing as space is available. Fr example, nt all cats were hused in cages with prtals, and nt all dgs were prvided with a bed r sft resting place. It was als nted that husing fr extics and rabbits need imprvement. These imprvements shuld include apprpriate lighting, heating, and bedding fr extics, and mre apprpriate cages, lighting, and accessibility fr rabbits. ACS has dedicated a part-time staff fr animal enrichment activities, which includes a Pet Literacy prgram that prvides reading and cage-side scializatin t dgs, as well as making frzen and stuffed treats. There is space available that can ptentially be used fr further enrichment activities, such as numerus large play areas and a cati. A greater emphasis has been placed n enrichment in recent years; hwever, there is still a need fr a cmprehensive enrichment prgram available t all cats and dgs t ensure each receives daily scial cntact, mental stimulatin, and physical activity. Shrt-Term Recmmendatins Husing Empwer kennel staff t mve animals based n status changes. Currently the Medical Team mves sick animals and the Rehming Team mves t/frm adptin. Create a husing plan t establish which animals are placed in each cttage and their general lcatin. Fr example, create a map that clearly shws the lcatin f adptable animals, feral cats, friendly animals, kittens, wner surrenders, and thse in need f transfer. Separate these animals frm thse underging medical treatment r behavir evaluatin. Increase cmmunicatin between rehming and animal care (especially regarding animal behavir) s that staff are practively making gd husing chices fr animals. D nt huse animals that cannt be humanely and safely kept in the shelter. Cats ACS has recgnized the need fr imprvements t cat husing, and in late 2016 UC Davis Kret Shelter Medicine grup reviewed the cat cttages and prvided recmmendatins fr imprved husing. ACS has plans t implement recmmendatins made by UC Davis that were in line with recmmendatins frm this review, sme f which include husing cats in duble-sided enclsures when feasible by cnverting all cat cages t having prtals. This creates a separatin between fd, litter, and bedding. In 11 P age

14 additin, every attempt shuld be made t pen the prtals by utilizing mre rms rather than husing cats in single-sided husing units. 11 Prvide cats with a place t hide, either thrugh a bx r blanket cvering part f the cage. Remve carpeted items frm cmmunal space t prevent infectius disease (i.e. ringwrm) spread. Islatin Prcedures and Facilities Daily Cleaning & Feeding Animal Identificatin and Tracking Imprve air ventilatin in cat areas. Large fans shuld nt be used in islatin areas where ringwrm is present since this can spread ringwrm spres. Dgs Implement a system t ensure all dgs have a sft resting area (unless there is a medical reasn; e.g., dg eats blankets). Determine general numbers f medical cases and number f husing units t set aside fr animals under medical care by reviewing medical statistics. Designate specific areas fr sick animals that are separate frm unvaccinated animals since these tw ppulatins shuld nt mix. Minimize the use f rms withut natural lighting fr husing animals (medical cases in 101 rm and in medical area). If animals are hused in these areas, create a plan fr regularly checking in n them and ensuring that they are taken ut f their enclsures. Use a check-list f items t cmplete and sign ff fr cleaning and daily feeding t ensure tasks are dne cnsistently and meet prtcls. Establish written prtcls, including feeding charts, fr feeding animals which als specify which team is respnsible fr feeding, alng with feed frequencies and amunts. These prtcls shuld take int cnsideratin underage and senir animals t ensure each animal has clean water and fd daily. 12 Develp new training n using Rescue Disinfectant. Create a standardized kennel card system that clearly indicates whether the animal is adptable r nt, as well as whether the animal has a medical r behavir cnditin, is underging medical treatment, and is under bite quarantine. Require staff t place a kennel card n the cage at the time f impund. When pssible (if pririty calls are nt queuing), cnsider having animal cntrl fficers print cards when bringing in animals, as ppsed t waiting fr the night shift t cmplete them. 11 Guidelines fr Standards f Care n Facility wfrward.pdf 12 Nutritin: 12 Page

15 Disease Surveillance Stress Reductin and Enrichment Kennel card and ther dcumentatin n animals shuld mve with the animals thrugh the shelter stay. Kennel cards shuld be remved immediately if an animal is leaving the cage and nt returning (e.g., spcala pulls, euthanasia, adptin). Create signs that can be hung n a cage where staff can write the reasns that the animal is nt in the kennel (i.e., surgery, grming, r meeting with ptential adpters). Signs can als be used t mre easily cmmunicate cmmn diseases r reasns fr medical attentin t staff and the public. ACS staff uses a red card system t recrd animal bservatins and alert the medical team f an animal in need f review. Priritizatin f red card cases must ccur; a trained tech shuld review all cases daily and utilize chamelen t create pririties. In-kennel enrichment must be a pririty; every animal shuld receive sme frm f daily enrichment. A reading prgram exists fr animals that seems t be effective but culd be bradened. ACS has already begun t implement the Dgs Playing fr Life (DPFL) enrichment prgram. 13 Once the prgram is fully implemented, the fllwing shuld ccur: Develp a prcess that ensures that adptable dgs get utdr exercise in the play yards n a regular basis (daily as vlunteers and playgrups increase, but weekly at minimum). Create accurate and detailed lgs f animal interactins. Create a clear system f tracking which dgs are allwed t use play yards. There shuld be signs n cages t indicate that healthy dgs are eligible fr play yards. Extics Expedite extics being transferred ut f the shelter. Ensure that extics are being hused with apprpriate lighting, heat and bedding, and that they are being prvided prper nutritin fr their species. Rabbits Imprve husing fr rabbits by btaining better cages fr the husing area that d nt have wire bttms. The rabbit husing areas shuld be clearly identified and staff shuld mnitr rabbits thrughut the day. Best Practices Husing Find ways t utilize the utdr cmmunal space mre effectively. Remve unnecessary items and strage items frm this area. This area culd be cnsidered fr feral cat kennels since they d better in utdrs r as an exercise area fr adptable cats. Prvide prtectin frm rain fr the utside prtin f kennels. 13 Dgs Play fr Life: 13 P age

16 Daily Cleaning & Feeding Animal Identificatin and Tracking Disease surveillance Mnitr fd intake ver time and cnsider reducing verall fd usage. Cnsider purchasing pre-made Rescue Disinfectant in bttles and replace with squeeze tips. Purchase dilutin statins t refill bttles. Discard famers that are A thrugh E. Purchase famers that are clr cded - ne clr (such as green) fr 1:16 and ne clr (such as red) fr 1:32. Use this clr system thrughut the shelter. Use a stamp r sticker t indicate status as an alternative t reprinting cards, which appears t require a significant amunt f time. Stickers can als be used at the time f vaccinatin with a date/initial t indicate the vaccines that have been administered. Cnsider placing daily care lgs in binders in each rm t be updated by staff and vlunteers. Include infrmatin n feeding, walking, medical issues, etc. 14 The current red card system may nt be the mst efficient utilizatin f staff time and may lead t missed issues. Instead, create a system fr the reprting f findings t vet staff (e.g., use a cmmn clipbard and ensure that all ntes are als recrded in the Chamelen system). Lng-Term Recmmendatins Husing Discntinue randm c-husing r cmmingling f dgs, unless they enter tgether, as this can cause increased stress, fd guarding, pr behavir and disease spread. Fcus n managed intake and capacity fr care t reduce the number f animals in the shelter, which wuld reduce the need fr this practice. Stress Reductin and Enrichment Develp a prcess fr nenates, including feeding kittens multiple times and placing whelping bxes. Increase vlunteer prgram t create mre pprtunities fr animal enrichment. Review enrichment prgrams and determine which prgrams are the best utilizatin f staff time and resurces based n the strategic planning prcess Daily Care Lgs: Enrichment resurce fr dgs: 14 Page

17 Spay/Neuter Key Observatins Beginning in 2016, ACS implemented a return-t-field prgram that is designed t reduce the number f cats and kittens in the cmmunity and impunded at the shelter. The primary challenge fr this prgram is the limited staffing available t perfrm surgeries, which has resulted in extended lengths f stay fr cats waiting t be spayed/neutered befre release. With additinal staffing, alng with the medical suite and surgical rm, ACS will have the ability t increase its spay/neuter capacity. In additin, it was cmmunicated that sme cats were nt released back t their rigin since a full address was nt prvided. Shrt-Term Recmmendatins Return t Field Prgram Release all return-t-field cats back t the area where they were fund. A full address is nt typically required. Lng-Term Recmmendatins Spay/Neuter fr adptins Develp a clear strategy t spay/neuter animals fr adptin. Fast-tracked animals shuld be altered prir t adptin. Determine surgical capacity based n current numbers and future prjectins. 15 P age

18 Veterinary Services Key Observatins As previusly mentined, a new veterinary surgical suite and ffice area allw fr mre extensive medical and surgical care. Hwever, the Medical Team is understaffed, which has resulted in a heavy reliance n cntract veterinarians and technicians wh may be difficult t schedule. With limited staff, the Medical Team encunters many barriers, including huge wrklads, lng-term medical cases and inability t keep up with runds r input infrmatin int the Chamelen recrd keeping system. Shrt-Term Recmmendatins Runds Create a runds prcess that examines each animal and ensure that the staff is nting appetite, medical status, whether the animal is alert (basic BAR medical terms), etc. 16 Diagnsis and Treatment Runds checklists can be created s that technicians knw what systems t fcus n (check eyes, mvement, psitining, etc.). Define walk-thrughs and wh des it each day fr the runds prcess. Clarify the prcess s that multiple walk-thrughs are nt cnducted unnecessarily. Different Units shuld assist each ther by sharing infrmatin regarding animals. Evaluatin meetings shuld cntinue t ccur as a grup with team members frm apprpriate divisins present. Mnitr animals pst-treatment and ensure that they are placed in a lcatin where they can easily be bserved. Revaccinatin Establish SOP regarding timing f vaccinatins. Best Practices Medical Recrd Keeping Diagnsis and Treatment Cnsider having a designated and trained clerical staff input red card infrmatin int recrds t free up medical staff time. These ntes serve as a medical recrd and demnstrate that staff are aware f issues arising. Cnsider purchasing perfrated shields t be used with feral dens r a squeeze bx/islatr fr safer injectin technique. 17 Lng-Term Recmmendatins Staffing Hire a full-time veterinarian t serve as chief medical fficer r lead veterinarian. This persn shuld revise all prtcls and create new SOPs fr staff, as well as be charged with ensuring a high-level f medical care. The psitin wuld allw fr effective mentring f ther medical staff. 16 Daily Observatins Sheet: 17 Example f perfrated shields: Examples f islatr/bxes: 16 Page

19 Mdify medical staffing s that cntract vets and techs are less heavily relied n. 17 P age

20 Euthanasia Prcedures Key Observatins During the cnsultants bservatins, ACS staff were fund t be cmpassinate when perfrming euthanasia, and animals were apprpriately sedated. Currently, the Medical Team and Field Officers perfrm mst f the euthanasia prcedures, even thugh staff members frm ther units in the shelter are certified t perfrm these tasks. It may be beneficial t have ther staff members perfrm euthanasia t relieve the Medical Team. Shrt-Term Recmmendatins Animal Selectin fr Euthanasia Pre-euthanasia Handling and Sedatin Cnfirmatin f Death Clearly define wh is respnsible fr euthanasia. Update SOP n euthanasia t utline which ACS unit is respnsible fr perfrming prcedures and the cnditins/criteria t perfrm euthanasia. Create and pst SOPs in euthanasia rm. Include decisin trees and drug dsage charts, s that technicians and fficers can easily cnduct prcedures withut needing t cntact the veterinarian. Established SOP that requires staff t check pupillary and crneal reflexes; te withdrawal; pulse; respiratin; and heartbeat by stethscpe r cardiac stick. Review euthanasia guidelines and update them as necessary. 18 Place stethscpe in euthanasia rm. Lng-Term Recmmendatins Animal Selectin fr Euthanasia Define reasns fr euthanasia, including bites and histry. Reasns shuld be reevaluated after the strategic planning prcess is cmplete t ensure they align with ACS visin and gals. 18 Euthanasia Guidelines: 18 P age

21 Facilities Key Observatins Overall, the facility meets the minimum requirements fr standards f care; hwever, the lbby areas culd be imprved t prvide a mre welcming envirnment. Currently, the lbby area can becme cramped n busy days with incming and utging animals being prcessed in the same lcatin. It is acknwledged that it will be challenging t remedy this prblem given the current space cnstraints. Shrt-Term Recmmendatins General Create a system t apprve maintenance requests and expedite issues that need t be immediately addressed with spcala, wh is respnsible fr building maintenance. Best Practices General Cnsider cnducting a facility-needs r space-utilizatin assessment that analyzes and determines the best utilizatin f space. Sme areas t cnsider include: New ptins fr the intake lbby that includes a warm, welcming envirnment, separatin f intake and utcme functins, a separate prcessing area t expedite rescues taking animals, and mre space t imprve verall functinality and public experience. Relcating extics s they are mre accessible t the public. Relcating rabbits t a different lcatin r mdify t be temperature cntrlled with better ventilatin. 19 Mving the small dgs frm the frnt lbby and replacing them with cats t shwcase them fr adptin. That area is nt ideal fr dgs r puppies. A pssible alternative is mving small dgs t the middle dg runs in cttage Rabbit husing: 19 P age

22 Cleaning and Disinfectin Key Observatins ACS uses high quality, effective prducts (Accel/Rescue) t clean the dg and cat kennels, which are made f durable and easy t clean materials. Imprvements are needed t ensure that prper cleaning techniques are cnsistently used amng the staff. Fr example, nt all cat kennels were spt cleaned and water bwls were nt remved prir t cleaning dg kennels. Shrt-Term Recmmendatins Dg Kennel Cleaning Cat Cage Cleaning Other Areas (e.g. vehicles, getting acquainted areas, utdr areas, intake rms, walkways) Other Objects (dishes, litter pans, carriers, tys, ther) General Cleaning Update SOP fr cleaning f dg runs as well as prvide staff training n SOP. Discuss with Ogena, the manufacturer f the accelerated hydrgen perxide prduct, the prper cncentratins t be utilizing and hw t set the nzzles apprpriately. Purchase test strips t test the effectiveness f the accelerated hydrgen perxide prduct. When cleaning dg runs, clse all transfer drs with dgs n ne side befre cleaning ppsite side. Deep clean runs between dgs. Thrughly clean all drains at minimum weekly t prevent backup and reduce pests and dr. Institute spt cleaning fr healthy adult cats which are staying in the same cage. Clse cat in ne sectin f cage by clsing the prtal dr, spray disinfectant n rag, then clean. Drain mp bucket between uses. Create standardized instructin sheet fr dilutin f mp bucket disinfectant cncentratin. Rutinely check and fill sap dispensers. Restck glves regularly. Instead f having staff hand wash dishes, use vlunteers when available fr this task r purchase an industrial dishwasher. Remve water bwls frm runs prir t cleaning them s disinfectant des nt get sprayed int them. ACS shuld use Rescue disinfectant n trucks which is mre effective against pathgens than alternatives. Label all chemicals. D nt use bleach in areas with accelerated hydrgen perxide. Discntinue the use f bleach buckets. 20 P age

23 Adptins Key Observatins ACS takes a lt f pride in the adptins they facilitate, and want t see as many animals adpted as pssible. Adptins bserved were very psitive and staff clearly went ut f their way t celebrate with the family. While ACS can adpt ut animals, there is cnfusin between the rles f spcala and ACS that need t be mre clearly defined t allw better prmtin f the ACS adptin prgram. ACS has been able t run adptin specials, which mve animals ut f the shelter envirnment and int hmes mre quickly, saving staff time and animal lives. But mre flexibility is needed t fully prmte these specials. Shrt-Term Recmmendatins Adptin Prcess Adptin Prmtin Stp requiring dg-t-dg meetings and landlrd checks. As practiced in Adpters Welcme by the Humane Sciety, landlrd checks are a drain n time and send a message t adpters that ACS des nt trust them. 20 Als, dg-t-dg meetings take time, can cause stress and d nt predict success r failure in a hme. Instead, ffer guidance n hw t successfully and gradually intrduce new pets. Prvide ACS with the flexibility t ffer discunt pricing and specials t help mre animals get adpted when there is a need. Offsite Adptins Increase cllabratin and pprtunities with ffsite adptin venues, like Pet Fd Express. Increase flw t ff-site venues by fast tracking animals thrugh the prcess. Priritize animals fr spay/neuter s that there is a cnstant flw f animals t ff-site lcatins. Calculate adptin driven capacity fr ffsite lcatins t best anticipate hw many animals will require surgery weekly t fill ff-site lcatins. Best Practices Adptin Prcess Adptin Prmtin Mnitr adptin statistics t see hw the adptin prcess can be targeted t certain key areas. Fr example, this culd invlve determining which cmmunities adpt specific breeds and target advertisements t these areas t shwcase specific animals. Alternatively, this culd be determining which cmmunities d nt regularly adpt and fcusing campaigns n thse areas. Review and cnsider implementing Open Adptins and Adpters Welcme appraches. Cnsider extending adptin hurs at least ne evening mid-week until 7 pm. T expand reach f adptin publicity, cnsider using a system such as t pull infrmatin n adptable animals frm the 20 Adpters Welcme is an apprach t adptins that embraces cmmunity members, encurages them t adpt, and helps them and their pets succeed Page

24 shelter s database and distribute t a large number f ther websites that prmte animals fr adptins beynd petharbr.cm. Lng-Term Recmmendatins Adptin Prcess Adptin Prmtin Create clarity arund the prcess f adptins by clearly defining the rles f ACS and spcala. Part f this shuld include: Reviewing the adptin prcess and fee structure, and clarifying t the public when adptins ccur thrugh spcala versus ACS. Currently, there is n distinctin made in fees r prcesses between ACS r spcala. Establishing a standard prcess that allws fr the shrtest length-f-stay fr animals. Maintaining ACS flexibility in placing animals itself if ACS can d s mre quickly, rather than waiting fr spcala t take the animals. Verifying that highly adptable kittens receive surgery as quickly as pssible prir t adptin. Imprving advertising fr cats and ffer mre cat-specific prgrams t encurage adptin. After hiring the full-time marketing psitin that was apprved in the FY18 budget, have that persn fcus n: Updating the website regularly. Remving at-risk and red alert animals frm the available list if they are n lnger available t the public. Featuring adptable pets prminently n the website. Creating a schedule that includes the updating f Shelter Me as regularly as ACS website Shelter Me is a scial netwrk fr shelter pets used t increase the visibility f animals available fr adptins. 22 Page

25 Rescue Grups Key Observatins ACS clearly recgnizes the imprtant rle rescues play and attempts t accmmdate rescues. Rescue rganizatins wrking with ACS viced cncern ver the prcesses in which they are ntified f available animals in need f rescue. T ensure the relatinship between the rescues and ACS is psitive as they wrk tgether t remve animals frm the shelter, a defined prcess fr cntacting and interacting with recues is needed. Shrt-Term Recmmendatins Rescue Grup Relatinships Animal Selectin and Prcess fr Rescue Define criteria and prtcls fr rescue rganizatins. Define the prcess fr ntifying rescue grups f animals needing t be placed and define the rles f ACS and rescue grups in this prcess. Establish clear chain f cmmunicatin fr rescues and keep it cnsistent. Wrk cllabratively t set expectatins fr the relatinship between ACS and rescues. Develp clearly written prtcls t assess animals fr suitability fr rescue. Clarify purpse f varius statuses ( red vs at risk, etc.) t ensure everyne invlved has a clear understanding f the prcess and can wrk tgether cllabratively. Infrm rescue grups as sn as pssible abut an animal. Ideally, ACS shuld ntify rescues befre an animal is Available t prvide time fr a rescue t make arrangements. Prvide rescues with clarity surrunding the prcess f hw animals are placed n at risk r in need f rescue lists, as well as which animals can and cannt be safety r humanely placed, and when the list is sent t the rescues. Maintain detailed ntes in Chamelen abut animal transfers t rescues, and the discussins and decisins made t track the animal s histry. Best Practices Rescue Grup Relatinships Animal Selectin and Prcess fr Rescue Cnsider discntinuing the requirement f being a 501(c)3 nn-prfit. Cnsider a cde f ethics r ways t treat ne anther agreement. Cnsider regular rundtable discussins with rescues t keep cmmunicatin pen and cntinue t imprve prcesses fr all invlved. Explre if lists f animals in need f rescue can be autmated thrugh Chamelen. 23 P age

26 Vlunteers & Fsters Key Observatins ACS has existing vlunteers wh are dedicated, prfessinal, and perfrm at a high level. During the cnsultants bservatins, vlunteers making animal treats were very psitive abut their rle and experience at the shelter. While ACS utilizes vlunteers, a mre rbust vlunteer prgram culd prvide needed supprt t almst all functins f the shelter. Hwever, a full-time Vlunteer Crdinatr is needed t build a large and well-functining vlunteer prgram. In additin, ACS des nt have an active fster prgram t place animals requiring lnger stays in hmes. Like the vlunteer prgram, a full-time Fster Crdinatr is necessary t build and maintain an effective fster prgram. Best Practices Vlunteer Engagement Cnsider if there are efficiencies with cmbining the vlunteer prgrams f ACS and spcala in sme aspects. Change the name f rescue partners fr vlunteers t eliminate cnfusin. Lng-Term Recmmendatins Vlunteers Hire a full-time Vlunteer Crdinatr t manage training and crdinatin f vlunteer activities. Once hired, the Vlunteer Crdinatr shuld wrk t implement the fllwing: Develping the jb descriptin fr vlunteer mentrs and each type f vlunteer, including requirements (age, mental, physical, emtinal). Develping and ffering a Learn abut Vlunteering at ACS sessin fr peple wh are interested in jining the prgram. This sessin shuld be n lnger than an hur and include a tur f the shelter and verview f ACS, rles f vlunteers and the prcess t becme a vlunteer. The sessin can be taught by mentrs. Utilize the ACS website and scial media t publicize the Learn abut Vlunteering at ACS. Use system such as signupgenium.cm t allw the public t register fr sessins. Defining selectin criteria and plicies fr the vlunteer prgram, including reasns an existing vlunteer may be remved frm the prgram. Be clear that nt all applicants wh g thrugh the training prcesses will be accepted in t the prgram. Develping a training platfrm with varius levels that vlunteers can prgress thrugh. Training shuld fcus n the abslute essentials, such as ding laundry and hw t reprt veterinary issues, quarantines, hw t reprt an injury while vlunteering, and hw t wrk with the public. 24 P age

27 Vlunteer Engagement Vlunteer Onbarding Vlunteer Identificatin and Tracking Fsters Utilizing a system like signupgenius.cm t allw mentrs t pst their availability t train ptential vlunteers and fr vlunteers t sign up fr training. Develping a schedule t track the training f each applicant and when they have met the requirements. Develping a training manual and handbk. Selecting a small grup f prven, mtivated and psitive vlunteers t serve as mentrs. These vlunteers have shwn that they have gd judgement and wrk well with staff. Set up a cmfrtable, welcming vlunteer space in a central area f the shelter with a cmputer fr easy sign in/ut. Clearly define staff rles in managing the vlunteer prgram. Obtain better tls, such as gentle leaders and easy walk harnesses fr dgs, and prvide training n these items. Check with the City Attrney s Office t determine if LiveScans can be reserved fr mre advanced vlunteers such as mentrs. Create a system fr hw t determine when a vlunteer shuld becme fficial. At that pint, the vlunteer shuld sign frms, including vlunteer agreements and a liability release frm that stays n file and entered int a vlunteer database. 22 Have a way t identify vlunteers in training and fficial vlunteers, mentrs, etc. utilizing aprns r t-shirt/name badges. Recmmend requiring vlunteers t sign up fr a regular, weekly schedule and fllw up with vlunteers wh d nt meet their schedules. A regular schedule als helps identify hles in the prgram and identify recruitment needs fr thse specific time slts. Hire a full-time Fster Crdinatr t develp the fster prgram. Fsters are essential fr increasing the verall live-release f an rganizatin when undertaking challenging medical and behavir cases. The Fster Crdinatr wuld wrk clsely with the Medical Team and Behavir Team t set up trainings fr fsters including rphan kittens, medical fsters, and behavir r special-needs fsters. 22 Vlunteer management: 25 P age

28 Cmmunity Outreach & Engagement Key Observatins ACS is interested in increasing its scial media presence. The FY18 budget apprved the hiring f a full-time public relatins (PR) psitin. With this new psitin, there are varius public engagement activities that can be perfrmed t increase awareness and utreach. Best Practices Cmmunicatin Planning / Staffing / Website Once the full-time PR staff member is hired, the fllwing areas shuld be cnsidered: Create a cmmunicatins team. Recruit a team f skilled phtgraphers, editrs, writers, designers fr this team. Many shelters utilize skilled vlunteers fr these rles. The PR persn n staff then supervises the prcess. Create a cmmunicatins/pr plan. Develp specific gals and bjectives, and metrics t measure effectiveness f PR campaign. Create a prcess fr regularly updating the ACS website, particularly the Latest News sectin f the hmepage. Add a sectin t the website fr peple at risk f surrendering their pets. Many pet wners wuld be willing t take steps t keep their pet r rehme their pet themselves if they understd hw. Describe the surrender prcess. Include alternatives pet wners can perfrm r execute themselves, including behavir infrmatin, finding a new hme fr their pet, etc. Cnsider starting an internal Facebk grup fr vlunteers, fsters, and staff t share phts and ideas. It is imprtant t have smene mnitr the cntent f the Facebk grup. Lng-Term Recmmendatins Cmmunicatin Planning / Staffing / Website Cntinue t utilize Shelter Me, which is a vlunteer based, nn-prfit rganizatin that helps shelters take better, mre eye-catching phts f animals fr adptin t publicize them. 26 P age

29 Fundraising Key Observatins ACS receives dnatins withut a significant amunt f resurces r frmal planning, pinting t a high ptential f raising additinal funds if mre staff resurces are fcused n this gal. Best Practices Fundraising Cnsider develping a dnr database with an integrated system. Cnsider activities such as a direct mail campaign, a fcused campaign, and end-f-the-year campaign. Cnsider using a new nline dnatin system that can be prmted and maximized. In the meantime, take advantage f every pprtunity t direct the public t t cnsider dnatins t prgrams currently maintained by ACS. Lng-Term Recmmendatins Fundraising Create a frmal fundraising develpment plan. Funds culd be increased with the creatin f a nn-prfit Friends f ACS rganizatin. Create a gift acceptance plicy. Cntinue t maintain a relatinship with Maddie s Fund fr future funding. PetSmart Charities als ffers grants t sheltering rganizatins, as d ther natinal rganizatins, such as ASPCA. Determine the mst effective curse f actin fr increasing fundraising effrts by reviewing hw dnatins cme int the rganizatin (via website, direct mail, etc.); examining hw the dnatins are being allcated, tracked, acknwledged, and depsited; and reviewing hw funds are being utilized. 27 P age

30 Signage & Custmer Service Key Observatins The current signage at the shelter is limited and can be cnfusing fr the public t find the shelter r animals they are lking fr. It shuld be nted that staff is engaged and friendly when interacting with the public and many resurces are available fr the public such as lists fr lcal veterinarians, are available at the frnt cunter. Best Practices Custmer Service Imprve the custmer experience by having vlunteers assist at the frnt t take visitrs t animals. Cnsider making a bilingual map f the campus that clearly marks areas. Explain the imprtance f keeping micrchips up t date t the public. Create a handut fr wners t take hme and review. Cnsider mving t a cmmunity plicing as ppsed t heavy enfrcement way f reslving issues. This engages the cmmunity and may lead t mre success in reslving prblems. Lng-Term Recmmendatins Signage Imprve signage in the frnt f the shelter and thrughut the facility t clearly shw peple where t lk fr adptable animals, stray animals, extics and rabbits. 28 P age

31 Management Cmments 29 P age

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40 Lng Beach City Auditr s Office 333 W. Ocean Blvd., 8 th Flr, Lng Beach, CA Telephne: Website: CityAuditrLauraDud.cm Like us at facebk.cm/lngbeachcityauditr Fllw us n CITY AUDITOR S FRAUD HOTLINE FRAUD-07 r lbcityauditr.ethicspint.cm