HUMANE SOCIETY OF EL PASO VOLUNTEER MANUAL. Ryan Coulehan Volunteer and Community Outreach Program Manager

Transcription

1 HUMANE SOCIETY OF EL PASO VOLUNTEER MANUAL Ryan Coulehan Volunteer and Community Outreach Program Manager HUMANE SOCIETY OF EL PASO

2 Contents History... 2 Key Staff and important contact information... 3 Services... 4 Policies... 5 Truths... 6 Role of the volunteer... 6 Become a volunteer... 8 Core Values Rules Volunteer Tracks and Position Overviews Guest Relations Track Guest Relations Track: Docent Guest Relations Track: Kennel Assistant Guest Relations Track: Help Desk Operator Guest Relations Track: Adoption Counselor Animal Welfare Track Animal Welfare Track: Newspaper/ Laundry Volunteer Animal Welfare Track: Kennel Assistant Animal Welfare Track: Microchip Packet Volunteer Animal Welfare Track: Critter Sitter Animal Welfare Track: Dog Walker Animal Welfare Track: Cat Volunteer Animal Welfare Track: Enrichment Assistant Animal Welfare Track: Best Buddy Animal Welfare Track: Mentor Community Outreach and Development Track Offsite Specialized Volunteer Duties

3 History The Humane Society of El Paso is the largest and oldest no-kill animal rescue in the city and county of El Paso. Born in 1947, the HSEP originally set out to combat the rabies crisis El Paso was facing at the time. Fortunately, El Paso has not had a case of rabies in a companion animal since the 1960 s, at which point the HSEP shifted its focus to pet overpopulation. The shelter s original location was in the Lower Valley on Shelter Place. In 2008 the HSEP moved to its current location in North East El Paso. The next year the shelter made another big change: becoming nokill. Prior to 2009, the HSEP was an open admission shelter and would take in any animal that walked through the front door. Unfortunately, that meant that when a new animal came in, space had to be made somehow. That did not sit well with the Governing Board of Directors and the Executive Director, and a dramatic shift occurred. Virtually overnight, the HSEP become a limited admission, no-kill shelter. With this, a variety of other changes came, but one thing remained true: The Humane Society of El Paso is whole-heartedly committed to bettering the lives of companion animals in El Paso through adoption and community outreach. The mission of the Humane Society of El Paso is to prevent suffering, neglect, abuse and cruelty to animals, provide information, raise public awareness of animal issues, and promote responsible guardianship and kindness toward all living things. To apply this mission, the shelter rescues between 3,000 and 4,000 animals annually, half of which are transferred from City of El Paso Animal Services, and the other half are surrendered by their owners. The HSEP is also active in the community to encourage responsible pet guardianship, promote volunteerism, and build families four paws at a time. The Humane Society of El Paso is a private nonprofit agency. The HSEP receives no state, federal, or city funding, nor is it affiliated with any other national organization. The shelter subsists solely on donations, services fees, grants, and fundraisers. It costs about $23 per day per animal to keep the HSEP open. With between 150 and 200 animals at the shelter at any given time, the cost of running the shelter climbs quickly. * * * There s a saying we hear a lot: Saving one animal won t change the world, but for that one animal the whole world changes. As an HSEP volunteer, you will scoop poop, scrub kennels, clean litter boxes, and have your heart broken; you will also change the world. Thank you for your interest in becoming a volunteer, and on behalf of the HSEP staff, current volunteers, and rescues, we look forward to working with you. -Ryan E. Coulehan Volunteer and Community Outreach Program Manager 2

4 Key Staff and important contact information Hector Montoya Interim Executive Director Betty Hoover Director of Development Julie Rutledge Director of Operations Dr. Dennis Flosi, DVM Medical Director/ Shelter Veterinarian Edgar Armendariz Animal Welfare Manager Vanessa Steele Animal Care Supervisor Jose Ortega Facilities Manager Rosario Olmos Neonatal and Special Needs Foster Manager Patti Hack Adopt Me Foster Manager Monica Matheny Customer Service Manager Gladis Marquez Customer Service Supervisor Celeste Porras Offsite Adoption Event Coordinator Erin Ayub Administrative Assistant Contact numbers Humane Society of El Paso City of El Paso Animal Services- 212-PAWS (7297) City nonemergency dispatch (to report stray or found animals) 311 Volunteer Manager s direct number

5 Services Adoption Fees for puppies and kittens 8 to 16 weeks of age Puppies: $120 Kittens: $100 Fees for dogs and cats 16 weeks of age and over* Dogs: $100 Cats: $75 *a fee of will be added for the Rabies Tag and License. Surrender The Humane Society of El Paso is happy to accept healthy, well-tempered animals. Anyone looking to surrender a pets should first the surrender coordinator at surrender@hselpaso.org. It is vital that the include age, breed, size, and reason for surrender. An appointment will be scheduled, and the animal will be given a health evaluation and a temperament test. If the animal passes both exams, a $50 intake fee will be charged, and the animal will be vetted further and placed up for adoption. Booster for HSEP recent rescue All animals at the HSEP are given age appropriate vaccinations, but in some cases rescues are adopted before the booster rotation is completed. In this case, adopters may complete the booster set at the HSEP, or take the animal to a private vet. The fee for the booster at the HSEP is $10. This policy does not apply to the Rabies vaccine. Microchipping Microchipping is offered at just $27, local and national registration included. Cremation Dogs: $100 Cats: $75 Small mammals and birds: $25 Owner s Request Euthanasia $35, which includes disposal. *The animal must be visibly sick or suffering, at least 12 years old, or have a note from a vet. Pet ID tags Collars and leashes $6.50 or $8.50 $6.00 to $18 4

6 Policies The HSEP does not take in stray animals The HSEP does not take in sick/ injured/ ill-tempered animals The HSEP offers a two-week health guarantee, meaning if an animal breaks with a communicable illness within two weeks of being adopted, the adopter may return the pet to the HSEP for treatment. The adopter will have no further claim to this animal, but is eligible for either a credit toward another adoption or a refund. The HSEP does not offer monetary refunds for returns for any reason other than illness. Adopters who return within thirty days of adopting may be eligible for a credit toward another adoption. Adopters who return after thirty days are not eligible for a credit 5

7 Truths Animals do die here. As a no-kill shelter, no animal will ever be euthanized at the HSEP due to lack of space, but that does not mean animals never die at the shelter. In the case of illness, the HSEP will euthanize if it is the most humane option; extreme behavioral issues may also call for euthanasia. Euthanasia is never the go-to option. In all cases, every effort is taken and every other option explored, especially in the case of behavioral issues. Whether or not an animal is euthanized is the decision of Shelter Vets and Directors. Not every adoption is ideal. Returns happen. Animals do escape. Of course the HSEP wants every adoption to be perfect, but the sad fact is animals get returned, animals sometimes escape, and not every home is the ideal. Adopters don t always know how to properly care for a pet, so instead of judging them or denying the adoption, it is the job of the HSEP staff and volunteers to educate the public. If a person is willing to adopt rather than purchase off of Craigslist, chances are they are good people, and deserve the opportunity to be the best pet owner possible: the HSEP can provide them with the tools to do so. You will have your heartbroken. Whether it s because your favorite animal gets adopted, an animal passes away, or an abuse/ neglect case comes in, your heart will break at some point. Thousands of animals are still dying next door. City of El Paso Animal Services is taking huge steps to lower their kill rate, but the bottom line is El Paso has to change, too. This fact does influence many of the HSEP s policies, particularly when it comes to denying adoptions. Sometimes you will hate people. You may get yelled at by a customer, see an animal in poor condition, or just have a generally negative experience, but these incidents are few and far between! The vast majority of the time you will be surrounded by wonderful and passionate individuals, just like you! 6

8 Role of the volunteer The Humane Society of El Paso has a staff of just over thirty, and over 200 animals to care for. Staff often get bogged down doing things like paperwork, dealing with customers, and the like. It is usually volunteers who make all of the difference for the animals: playtime, socialization, kennel cleaning, and getting them adopted. Volunteers work for free, which means there are liberties in what you do at the HSEP; if you do not want to work with cats, you do not have to, if you only want to work with cats, you can! That being said, there are limitations and rules that must be followed. The shelter is a relaxed and fun environment, but volunteers are expected to be professional and courteous at all times. The role of the volunteer is to have been, be helpful, and above all, make life better for the HSEP shelter animals. 7

9 Become a volunteer So you want to change the world? Start by becoming a volunteer at the Humane Society of El Paso! To volunteer, you must: Submit a volunteer application Sign a Volunteer Release and Waiver of Liability (will be given out at orientation) Attend an orientation session Commit to a minimum of five hours of service per month Take initiative, work independently, and with a team when needed. Minor volunteers (under 18) must: Ages 16-17: Provide parent waiver (will be given out at orientation) Ages 8-15: Parent or guardian over 18 years of age must supervise at all times. Minor and adult must both fill out online application and attend orientation * * * All volunteers start off as white shirts : white shirt volunteers may only have contact with certain animals, and may only perform certain tasks (Introductory tasks). Volunteers must serve 12 hours as White Shirts before moving to the next level/shirt color. Once the 12 hours of initial service are completed, volunteers may choose to become either Animal Handlers (blue shirts) or Adoption Counselors (red shirts). The training for both levels is online, and volunteers will complete at their own pace. Once the online training is completed, volunteers will work with a mentor before earning their new shirt. Advanced volunteer opportunities are based on skills, experience, and staff recommendation. You may apply for one of the Advanced Volunteer Opportunities at orientation, or any time thereafter. **Please note: additional trainings are required before advanced duties are assigned. Volunteer Orientation Once you complete the volunteer application, you will receive an inviting you to sign up for orientation. Orientation is mandatory. At orientation, new volunteers will learn about the goals, policies, and procedures of the HSEP, as well as the various volunteer opportunities available. Orientations are scheduled one to two months in advance. All registrants must be checked in by the time orientation is scheduled to begin. It is strongly recommended that new volunteers arrive at least 15 minutes before orientation is scheduled to begin. Volunteers who do not arrive on time will not be allowed in, and will need to reschedule or make other arrangements. 8

10 A registration is required for all volunteers. No spots are available for walk-ins. All orientations are held at the Humane Society of El Paso, located at 4991 Fred Wilson in Northeast El Paso. There is a nonrefundable registration fee of $25 per volunteer 16 years old and over, and $15 for junior volunteers under 16 years of age. This fee will guarantee you a spot at orientation, and cover the cost of your first two volunteer t-shirts (white and blue/red). Please note that the orientation fee is to cover the cost of the t-shirts; you are not paying to volunteer. The Humane Society of El Paso is fortunate to have many people interested in volunteering, but very few follow through with the commitment. Charging for the t-shirts upfront helps ensure that only serious volunteers sign up for orientation, and that there are spaces available for those serious volunteers. 9

11 Core Values The following core values are values we look for in each HSEP volunteer. Dependable Consistent Open-Minded Honest Efficient Caring Compassionate Motivated Positive Optimistic Respectful Nurturing 10

12 Rules General Rules 1. All volunteers must attend a volunteer orientation 2. All volunteers must sign in and sign out 3. All volunteers must wear volunteer shirt a. Special event or special fundraiser shirts are also acceptable 4. No short shorts, excessively torn jeans, or open-toed shoes may be worn at the shelter at any time 5. Volunteers under the age of 16 must be with a parent or guardian at all times 6. No volunteer is allowed to handle dogs under the age of six months without express permission from Volunteer Department Staff. 7. If a volunteer finds a stray, or needs to surrender an animal, they must follow the same surrender procedures as the general public 8. Volunteers must treat their fellow volunteers, HSEP staff, customers, and animals with the utmost respect a. Keep your hands to yourself 9. Report all incidents, including but not limited to bites and fights, immediately 10. Volunteers may not enter the staff break room, the staff locker rooms, the clinic, the sickrooms, the surgical holding rooms, or the intake rooms 11. If you are asked a question you do not know the answer to, or are faced with a conflict you do not think you can resolve, do not hesitate to ask a staff member for help 12. Clean up after yourself; keep volunteer room clean, do not leave items in the mini-fridge, and throw away all trash 13. If you notice something about an animal that doesn t seem right, such as signs of illness, it is your duty to notify Volunteer Manager or Animal Care Staff immediately 14. Sanitize hands between touching every animal, and wash hands after the third animal 15. Return all supplies (i.e. mops, scoops, etc.) to their proper places 16. Be mature and avoid gossiping 17. Complaints or concerns should be brought directly to Volunteer Manager first a. If necessary, Volunteer Manager will include other staff members in the dialogue 18. Absolutely no cell phones should be used when volunteering. 19. BE SMART White Shirt Rules 20. White shirts may not take animals out on their own 21. White shirts may enter the runs or the playroom with non-white shirt animals, as long as the white shirt volunteer is not the one transporting the dog or cat back and forth 22. When cleaning the kennels, all dogs must be secured on the opposite side using the guillotine door 11

13 23. White shirts may answer simple questions for customers, but they should not show animals to potential adopters Animal Handler Rules 24. Prospective animal handlers must complete the online training and a mentorship before become full-fledged Animal Handlers 25. No animal may be taken out if: a. They are already adopted and awaiting sterilization b. Have not yet been impounded c. There is no kennel card d. The animal is on medication e. The animal is in quarantine f. There is a Staff Only sign on the kennel or condo g. They are purple smiley dogs h. Their smiley color is beyond you skill level 26. Always read the entire kennel card before taking an animal out 27. Be very aware of your surroundings when taking an animal out 28. Dogs should be walked before being taken to a run for play time. 29. Dogs should not be left unattended in runs 30. In the dog kennels, always use the exit closest to the dogs kennel to avoid upsetting other dogs 31. When taking out dogs, always do so from the inside of the kennel because those doors open inward rather than outward 32. Animal handlers may answer questions for customers, and show animals when necessary, but showing animals should be left to adoption counselors and staff whenever possible a. When absolutely necessary, animal handlers may show animals they are familiar with to potential adopters. Adopters should not be left unattended with the animal 33. Please clean up after the animals you take out 34. When walking dogs, make sure there is at least five feet, preferably ten feet, between dogs a. This includes other dogs on walks, dogs in kennels, and dogs in runs 35. Never put dogs together without a staff member 36. Return all leashes to their proper place 37. Dogs should not be walked during breakfast a. 9:15 and 10: All animals must be returned to their kennels or condos 15 minutes prior to closing a. 5:45pm on weekdays b. 4:45pm on weekends Adoption Counselor Rules 39. Prospective adoption counselors must complete the online training and a mentorship with an HSEP Animal Care Associate 40. Adoption counselors may show animals to customers, but may not introduce shelter animals to owned animals 12

14 Offsite Rules 41. Properly trained volunteers may assist with animal to animal introductions with permission from Volunteer Department Staff or Animal Care Manager 42. Staff makes final decision on approving or denying adoptions a. Make sure all concerns are voiced in a timely, respectful manner 43. Never lie or mislead potential adopters in order to get the animal adopted 44. Adoption counselors may allow white or blue shirt volunteers to shadow them a. This is not a substitute for training, but a way to allow newer volunteers to gain more experience and become more comfortable in the shelter 45. Volunteers must wear a volunteer t-shirt when volunteering at offsite adoption events 46. You must sign up through the weekly sign up to attend offsite adoption events 47. If you are not on the sign up list you may be asked to go to the Humane Society to volunteer instead 48. Site leads are the only volunteers who may handle puppies under the age of six months at offsite adoption events 49. A site lead may grant permission to handle puppies offsite, in which case the volunteer must sanitize hands and disinfect clothing before and after 50. Site leads have full authority at offsite adoption events including but not limited to: final say when approving or denying an adoption application; who may handle the animals; asking volunteers to leave the adoption event if they feel it is appropriate to do so. Best Buddy Rules 51. Only approved and trained volunteers may be Best Buddies 52. All field trips must be approved by Animal Care Supervisor 53. Dogs should never be off leash 54. Dogs should never be allowed to interact with other dogs while on their runs 55. Dogs may not be taken to locations that are not preapproved by Volunteer Manager 56. Only approved dogs may be taken on runs 57. Keep your phone on you at all times in case you need to be reached, or shelter staff needs to reach you. 13

15 Volunteer Tracks and Position Overviews Guest Relations Docent- Docents provide customers and supporters with tours and information on the HSEP. Kennel Assistant- Kennel Assistants help keep the kennels clean and comfortable; additionally, kennel assistants on the Guest Relations Track will also serve as greeters in each of the kennels and Meow House. Help Desk Operator- Follow the Help Desk Manual and answer customers general questions. Adoption Counselor- Serve as a dog or cat matchmaker and help the shelter animals find their fur-ever families. Animal Welfare Laundry/ Newspaper unfolding volunteer- Hang out in or near the laundry room to wash, fold, and sort laundry, and unfold newspaper for the sick rooms and clinic. Kennel Assistant- Kennel Assistants help keep the kennels clean and comfortable. Microchip packet volunteer- Microchip packet volunteers help put together the microchip packets. Critter Sitter- Hang out with your favorite dog in their kennel! Read to them, talk to them, and give a few treats. Dog walker- Dog walkers walk the dogs following all HSEP protocols. Help the dogs to become wellmannered, easy to walk, adoptable pets; also, give them the opportunity to potty outside of their kennel. Cat volunteer- Cat volunteers play with felines in the playroom, the Catio, the playboxes, and give them love and attention in their condos. Enrichment Assistant- Coming soon! Best Buddy- Best buddies take dogs on field trips! Mentor- Mentors help their fellow volunteer ascend the volunteer ranks. Community Outreach/ Development Career Day Speaker- Career Day Speakers speak to kiddos of various ages about volunteering at the HSEP and being good pet parents. Info Table Presenter- Info Table presenters man info tables at a variety of events, providing information on the HSEP, adoption, and responsible pet guardianship. Special Event Assistant- Assistants help at the HSEP s Signature Events, such as K-9 Classic, Telethon, and Yappy Hour. 14

16 Development Assistant- Development assistants help to keep donor relations strong, and increase and diversify the donor base. Digital Marketing Assistant- Digital Marketing Assistants help keep the HSEP website current and fun. Social Media Assistant- Social Media assistants help keep the HSEP social current and fun. Off-site Off-site Adoption Event Assistant- Volunteers will assist at HSEP Offsite Adoption Events at locations all over the community. Site Lead- Site Leads run the Offsite Adopt Events, under the supervision of the Offsite Adoption Event Coordinator. Retail Partner Cat Care- Volunteers will care for the HSEP s cat who reside at the Retail Partners, such as Petco. Off-site driver- Drivers are needed to help deliver animals and supplies to off-site locations. Specialized Grooming Assistant- Grooming Assistants will aid staff groomer in beautifying HSEP rescues. Clerical Assistant- Clerical Assistants provide backup for Front Office staff and Administrative Assistant Nursery Assistant- Coming soon! Photographer- Photographers will be asked to snap photos of adoptable pets, as well as photographer special events and off-sites. 15

17 Guest Relations Track Docent Kennel Assistant Help Desk Operator Adoption Counselor 16

18 Guest Relations Track: Docent Position Information Overview: Docents provide guided tours to adopters, clients, and supporters. Job Duties Conduct tours of the shelter Provide factual and accurate information Answer general questions about the shelter, programs, and policies Represent the HSEP in a positive, professional manner. Requirements Must follow the mission of the HSEP Must demonstrate the Core Values of the HSEP Must attend New Volunteer Orientation Must read and be well versed with Docent Guide Knowledge of HSEP s policies and protocols Ability to represent the HSEP in a professional manner in all situations with the public, volunteers, and staff Must be patient, courteous and outgoing. Must able to communicate effectively Must be able to speak in front of groups of varying sizes and ages Ability to learn and quickly adapt to changes in programs and procedures Organize, prioritize, and manage multiple tasks Ability to stand in one place or walk for sometimes extended periods of time Able to withstand exposure to animal odors, diseases, possible contagious conditions, bites, scratches, animal waste, and moderate noise levels Must be able to excite community members about what the HSEP does Being bilingual is a plus 17

19 How-to 1. Always greet the guests warmly, and welcome them to the facility 2. Give a brief history of the Humane Society of El Paso a. Founded in 1947 to combat the rabies crisis the city was facing at the time b. Shifted its focus to pet overpopulation in the 1960 s c. Moved to its current location in 2008 d. Became a no-kill, limited admission shelter in The mission of the Humane Society of El Paso is to prevent suffering, neglect, abuse and cruelty to animals, provide information, raise public awareness of animal issues, and promote responsible guardianship and kindness toward all living things. All of this information should be conveyed before stepping into the kennel area. Once this information is shared in the front office, docents may take guests on a tour. Be sure to tell all guests they are not allowed to stick fingers in cages. The path of the tour is up to the docent. DO NOT take guests into Authorized Personnel areas. 4. Make sure to punctuate the tour with the following information: a. The HSEP takes in between 3,000 and 4,000 animals each year, and celebrates just as many adoptions b. All animals that are taken into the HSEP are given age appropriate vaccinations, microchipped, spayed or neutered, and given a monthly heartworm preventive c. It costs the shelter about $25 per day per animal to stay open d. The HSEP is a private nonprofit organization, and receives no state, federal, or city funds. The HSEP relies solely on grants, donations, service fees, and fundraisers to generate all of its operating expenses. 5. Give the guests an opportunity to ask questions. Docents should not be afraid to put their own style on the tour! This is a fun, happy place, and docents should be fun and happy, as well! 18

20 Guest Relations Track: Kennel Assistant Position Information Overview: Kennel Assistants help keep the kennels clean and comfortable; additionally, kennel assistants on the Guest Relations Track will also serve as greeters in each of the kennels and Meow House. Job Duties Greeter in each kennel Exercise runs upkeep o Scoop poop, rake, mow grass o Clean/ refill water buckets and swimming pools o Clean windows Sweep/ mop/ disinfect cat play areas Clean individual kennels o Scoop poop/ litter o Mop Sweep sidewalks and walkways Take out trash Clean/ organize cabinets Requirements Must follow the mission of the HSEP Must demonstrate the Core Values of the HSEP Must attend New Volunteer Orientation Knowledge of HSEP s policies and protocols Ability to represent the HSEP in a professional manner in all situations with the public, volunteers, and staff Must be patient, courteous, outgoing, and able to handle stressful situations when dealing with customers. Ability to learn and quickly adapt to changes in programs and procedures Organize, prioritize, and manage multiple tasks Ability to stand in one place for sometimes extended periods of time Able to withstand exposure to animal odors, diseases, possible contagious conditions, bites, scratches, animal waste, and moderate noise levels 19

21 How-to Greeting 1. Actively reach out to customer 2. Ask questions 3. Begin education on what kind of animal would be the best fit for them 4. Be friendly, helpful, act professional, and talk with expertise 5. If you do not know the answer to a question, refer to another staff member who may know. a. DO NOT GUESS. Exit Remarks 1. Thank the customer for opening their homes up to a rescue dog or cat. 2. Ask them to share their experience with friends, family, Facebook, etc (to help spread the word about rescuing animals from shelters. 3. For customers leaving without adopting: 4. Inform them that we receive new animals on a daily basis, and invite them to come back soon. 5. Inform them that they can also adopt animals from other shelters that are also looking for a home, including Animal Services located right next door. They can ask for a list at the front lobby that references many shelters in El Paso with their addresses, phone numbers, etc. Sick cards 1. If you notice something is off with an animal, please inform an Animal Care Associate a. All medical notes need to be logged in Shelter Manager, which is why it must go through an ACA 20

22 Guest Relations Track: Help Desk Operator Position Information Overview: Help Desk Operators follow the Help Desk Manual and answer customers general questions. Job Duties Assist Front Office Staff in answering Help Desk Line Answer questions in a courtesy and helpful manner Direct calls as need Requirements Must follow the mission of the HSEP Must demonstrate the Core Values of the HSEP Must attend New Volunteer Orientation Knowledge of HSEP s policies and protocols Ability to represent the HSEP in a professional manner in all situations with the public, volunteers, and staff Must be patient, courteous and outgoing. Must able to communicate effectively Must be able to speak on the phone with confidence and clarity Ability to learn and quickly adapt to changes in programs and procedures Organize, prioritize, and manage multiple tasks Ability to stand or sit in one place for sometimes extended periods of time Able to withstand exposure to animal odors, diseases, possible contagious conditions, bites, scratches, animal waste, and moderate noise levels Being bilingual is a plus 21

23 How-to Help Desk Operators will use the Help Desk Manual as a guide when operating the Help Desk line. 1. Alert the Front Office Staff that you would like to operate the Help Desk line. a. They will assign you to a phone and provide you with a Help Desk Manual. 2. Answer the phone with Humane Society of El Paso, how may I help you? 3. Answer the question to the best of your ability. If you cannot answer the question, cannot find the answer in the manual, or you are not comfortable dealing with the concern, either transfer the call or put the caller on hold and ask a Customer Service Associate for help. 22

24 Guest Relations Track: Adoption Counselor Position Information Overview: Serve as a dog or cat matchmaker and help the shelter animals find their fur-ever families. Job Duties Act as a matchmaker Work directly with potential adopters to find the perfect new addition to their family Able to handle a variety of animals safely Review animal information with potential adopter Answer any questions that the potential adopter may have to the best of volunteers ability and knowledge Explain the benefits of when adopting from the HSEP Complete Volunteer Adoption Counselor Questionnaire for every adoption Requirements Must follow the mission of the HSEP Must demonstrate the Core Values of the HSEP Must attend New Volunteer Orientation, and complete online Adoption Counseling training, as well as a mentorship Knowledge of HSEP s policies and protocols Ability to represent the HSEP in a professional manner in all situations with the public, volunteers, and staff Must be patient, courteous, outgoing, and able to handle stressful situations when dealing with customers and animals. Must be observant and communicate effectively Proper cleaning and disinfecting of assigned areas Must read animal documentation prior to talking animal out of enclosure Ability to learn and quickly adapt to changes in programs and procedures Organize, prioritize, and manage multiple tasks Ability to stand in one place for sometimes extended periods of time Able to withstand exposure to animal odors, diseases, possible contagious conditions, bites, scratches, animal waste, and moderate noise levels Ability to read, write, and communicate effectively with various individuals Being bilingual is a plus Working knowledge of breeds, diseases, medical conditions, and behavior is a plus 23

25 How-to Questions to Ask 1. Have you owned a dog before? 2. Do you have dogs now? What kind? Male or Female? Do they get along with other dogs? How old are they? 3. Do you have children? How old are they? Have they been around dogs? Do they know how to act appropriately around a dog? 4. Do you live in an apartment or a house? Do you own or do you rent? If renting, do you have your landlord's permission to have a dog? 5. Do you have a fenced in yard? Will you be walking this dog? How will you handle his toilet duties? 6. Is someone going to be home during the day with this dog? How long will the dog be alone throughout a typical day? 7. Do you have cats? 8. What do you intend to do with this dog? Companion/Pet? Hunting? Obedience? Agility? Guard dog? 9. Where will this dog be spending the days? Nights? 10. Do you own a crate? Open-ended Questions to Ask 1. What kind of pet are you looking for today? 2. What qualities are you looking for in a companion animal? 3. How would you describe your lifestyle? 4. What age range are you interested in? 24

26 5. What are your plans for the pet when you are gone during the day? Where will the animal be kept when you are not home? 6. Tell me about your past experience with pets. 7. How much training experience do you have? Will you be needing references for training? 8. How long has it been since you've owned a puppy/kitten? 9. Would you be interested in looking at adult animals that may have some training? 10. What type of sleeping arrangement are you able to provide for your pet? 11. How do you plan on exercising your dog? 12. What are you most concerned about in adopting a pet? 13. What would you do if this dog didn't get along with your current pets? 14. What would you do if your cat didn't use the litter box? 15. What behaviors do you think you can't tolerate or would be difficult for you to manage? 16. Tell me about the types of activities you'd like to do with this dog. 17. What questions, if any, do you have for me? Things to look out for 1. Remain alert for body language and comments of potential adopters. Notify upfront staff if something seems off, or management if you need assistance. 2. If they're looking for a : a. tough dog b. guard dog c. mean dog d. Customers who are not interested in meet and greets, and just want to take an animal based on its appearance 25

27 Guiding customers through the kennels 1. Educate potential adopters on socialization, behavioral issues, and general care a. Remember the modules! 2. Remember, you re an advocate for the animals, not a salesman. 3. Explain that the information provided was obtained from previous owners and is based on what HSEP personnel has experienced 4. Focus on the positive characteristics of the animal. Dogs, just like humans, may have faults but we believe that there are just as many good characteristics. a. NEVER TELL AN UNTRUTH IN ORDER TO GET AN ANIMAL TO GO HOME. 5. Encourage potential adopters to see an animal that they are interested in outside of their kennel because the animal's personality is more likely to show through with personal interactions. a. You can set up a meet-and-greet in runs or upfront rooms in the lobby. b. Encourage potential adopter to bring other dogs/family members in for meet & greets. c. Be patient! It may take a moment for the dog to calm down and let their personality show Showing Animals 1. Invite customers to wait in the run or meet and greet room while you get the dog out. a. Always take the dog on a brief walk to let them relieve themselves, and burn off a little energy i. Advise the customers that this will only take a moment, and will lead to a better meet and greet 2. Don't leave the dog in the run with customers alone at first. We want to make sure the dog is 26

28 paying attention to the customer and isn't distracted by other animals outside the run/in adjacent runs. a. If the dog is too distracted in the run, utilize upfront greeting rooms. 3. When take the dogs out, DO NOT neglect the animal handling training. a. When taking the dogs out for meet & greets, you do not need to sign the board During the Application Process 1. Ensure safety for both the animal and customers. Frequently check up on them if they prefer some alone time with the animal after you've made a good judgment call that the animal is not too much for them to handle alone. 2. If you haven't already, ask questions! 3. If the customer decides that the animal they've seen is what they're looking for, put the animal back in its kennel, and walk the customers and the kennel card to the front office. a. The adoption paperwork is typically kept between the cashier and greeter. Simply grab a clipboard and a men and hand it to the customers. i. With volunteer run meet and greets, the customers should not be left in the run with the dog. Staff may occasionally let customers stay in the runs. Exit Remarks 1. Thank the customer for opening their homes up to a rescue dog or cat. 2. Ask them to share their experience with friends, family, Facebook, etc (to help spread the word about rescuing animals from shelters. 3. For customers leaving without adopting: a. Inform them that we receive new animals on a daily basis, and invite them to come back 27

29 soon. b. Inform them that they can also adopt animals from other shelters that are also looking for a home, including Animal Services located right next door. They can ask for a list at the front lobby that references many shelters in El Paso with their addresses, phone numbers, etc. 28

30 Volunteer Adoption Counselor Questionnaire Guest is looking for a: Cat Dog Guest has the following animals at home: Cat(s) Dogs (s) Other: How many? My pet will primarily be: Does the guest have children? Inside Outside Yes No Ages: Describe the activity level of the guest: Very active Somewhat active Not-so active The guest is looking for a pet with: Low energy Moderate energy High energy Please check the topics you discussed with the guest: Potty training Crate training How to avoid chewing/digging/ destruction Veterinarians Socialization Obedience Pet companions and children Multi-pet households Trainers Healthy diet/ exercise Other: Describe the outcome of the meet and greet: Want to adopt! Animal isn t right for them; will look at another or come back Will do introduction with existing pets Other outcome (please describe): Volunteer Signature: 29

31 Helpful Articles from Petfinder.com Dog Adoption Checklist by Petfinder Sara Kent, Petfinder.com director of shelter outreach Congratulations on deciding to adopt a dog! You are embarking on a wonderful and rewarding relationship. Because adopting a new dog comes with a lot of change for both dog and dog parent, we ve compiled a checklist to help make the transition as smooth as possible. Questions for All Adopters: Do you have any other dogs and how will they react to a new pet? Is your current residence suited to the dog you re considering? How will your social life or work obligations affect your ability to care for a dog? Do you have a plan for your new dog during vacations and/or work travel? How do the people you live with feel about having a dog in the house? Are you (or your spouse, partner or roommate) intolerant of hair, dirt and other realities of sharing your home with a dog, such as allergies? Do you or any of your household/family members have health issues that may be affected by a dog? What breed of dog is the best fit with your current lifestyle? (You can find information on specific breeds in our dog breed directory.) Is there tension in the home? Dogs quickly pick up on stress in the home, and it can exacerbate their health and behavior problems. Is there an adult in the family who has agreed to be ultimately responsible for the dog s care? Other Considerations: What do you expect your dog to contribute to your life? For example, do you want a running and hiking buddy, or is your idea of exercise watching it on TV? If you are thinking of adopting a young dog, do you have the time and patience to work with the dog through its adolescence, taking house-breaking, chewing and energylevel into account? (Find more information on raising young dogs in our Puppy Guide.) Have you considered your lifestyle carefully and determined whether a younger or older dog would be a better match for you? Can you train and handle a dog with behavior issues or are you looking for an easy-going friend? Do you need a dog who will be reliable with children or one you can take with you when you travel? Do you want a dog who follows you all around the house or would you prefer a less clingy, more independent character? 30

32 Size Considerations: Dog Costs: What size dog can your home accommodate? Will you have enough room if your dog grows to be bigger than expected? What size dog would suit the other people who live in or visit your home regularly? Do you have another dog to consider when choosing the size of your next dog? How big of a dog can you travel comfortably with? More likely than not, the adopting agency will charge a fee to help defray the cost of taking in homeless or lost animals. The adoption fee you pay will be a tiny fraction of the money you will spend over the life of your dog. You may need to pay for your adopted dog to be spayed or neutered before bringing him or her home. Some expenses are mandatory for all dogs, including: o Food o Routine veterinary care o Licensing according to local regulations o Collars, leashes and identification tags o Basic grooming equipment and supplies Other expenditures may not be required but are highly recommended: o Permanent identification, such as a microchip or tattoo o Training classes o Additional grooming supplies or professional grooming (depending on your new dog s needs) o A spare collar or leash o A bed and toys o A crate or carrier Unexpected costs: Accidents and illness can result in costly emergency veterinary care. Recovery tools for finding a missing dog can include posters and rewards. A dog with special physical or behavioral challenges may require specialized professional support to overcome any obstacles these issues present. For more on typical dog care costs visit Annual Dog Care Costs. Time Considerations: Dogs need to be fed two to three times a day, more often in the case of puppies, and need a constant supply of fresh water. A responsible dog parent should spend at least one hour per day giving direct attention to his or her dog. This may include training, exercising, grooming, and playing or, with cats, it may just be lap time on the couch. Dogs will need to be taken out to potty several times a day. 31

33 A dog with an abundance of energy needs more time to exercise and interactive toys to keep them entertained. Dogs with long coats may need 20 minutes a day of grooming to prevent matting. Dogs with certain medical conditions may need additional attention, including specifically timed injections in the case of diabetic animals. Remember that adopted dogs may need additional bonding and reassurance time in the early weeks. Shopping Checklist: It may be a good idea to wait until you select your new dog before you begin shopping for supplies. For example, some items, such as food and water bowls or collars and harnesses, depend upon the size of the dog you will be adopting. Also, be sure to find out which food your dog was eating in the shelter or foster home so that you can provide the same in the beginning, again to ease the transition. After the dog has settled in, talk with your veterinarian about switching to the food of your choice. Once you ve selected your dog, here s a checklist of supplies you may need: Necessary Items for Dogs: o o o o o o o o o o o o o o o o o o o o o Food and water bowls Food (canned and/or dry) Collar Four to six-foot leash ID tag with your phone number Hard plastic carrier or foldable metal crate Dog bed Doggy shampoo and conditioner Nail clippers Canine toothbrush and toothpaste Brush or comb (depends on your dog s coat length and type) Super-absorbent paper towels Sponge and scrub brush Non-toxic cleanser Enzymatic odor neutralizer Plastic poop baggies (biodegradable ones are best) or pooper scooper Absorbent house-training pads Variety of toys (a ball, rope, chew toy and puzzle toy are good starts) Variety of treats (such as small biscuits, larger rawhides, etc.) First-aid supplies Baby gate(s) 32

34 Your Newly Adopted Dog by Petfinder Micky Niego The dog that you adopt from the shelter may be a rescued stray or a dog that someone has voluntarily surrendered for adoption. Whether he was born in the bushes behind the laundromat or an adolescent abandoned on the streets by his once-upon-a-time owner, the streetwise stray can be a real challenge to incorporate into your life. The famous he followed me home, can I keep him, Mom? canine is a special animal that needs time and space, patience and understanding. This is a dog that has had to compete to stay alive; he s fought for food, scrambled for shelter. His reliance on his inborn canine savvy kept him alive on the streets long enough to be rescued and adopted by you. Now you ve comitted yourself to him, it becomes a crash course in Canine Socialization and Human Interaction 101. If he s street-born, chances are he s never heard a toilet flush or seen a vacuum cleaner in action. He ll gobble up his food, throwing furtive glances left and right. The acoustics of the indoor environment may make him anxious. Edgy, he ll whine and pace. A sudden sound and he ll either bolt upright ready for action or slither along behind you. Be reasonable in your expectations. Be sensitive. It s culture shock, pure and simple. Put yourself in his shoes. Just imagine that you ve been snatched away from home and suddenly find yourself in an aboriginal outback community. No language or gestures in common. Communication is by trial and error. Be patient and supportive. You ll succeed. The stray that was previously owned enters your home with a completely different set of baggage. Leashes, hands, rolled up newspapers and magazines, feet, chairs and sticks are just some of the pieces of training equipment that may have been used on this dog. Words like come here and lie down may bring forth a reaction other than the one you expected. Or maybe he led a sheltered life and was never socialized to children or sidewalk activity. This dog may be the product of a never-ending series of scrambled communications and unreal expectations. As an adolescent or adult dog, he s already formed his opinion regarding humans. Be prepared to meet with confusion, reluctance and resistance as you retrain this fellow. He may flinch when you reach to pet him, make a sudden move or raise your voice. But don t let yourself be held hostage by thoughts of past cruelties and abuse. Don t treat him like a victim. The key here is confidence. Build his with consistent training and you ll turn him around. The dog that has been voluntarily surrendered for adoption may have somehow let someone down. Not housebroken, too active, too noisy, destructive when left alone, too friendly. Or 33

35 maybe he s a victim of circumstance. Divorce, an owner who died, is ill or was arrested. A newborn who is allergic. Whatever the the familiar smells that make him feel good all over. He misses them, he mourns them. His pack, his family where are they? When you get him home, he s confused and disoriented. Sights and sounds are simultaneously familiar and unfamiliar; things are jumbled up. He jumps on the couch and bed, he drinks from the toilet bowl, barks at the phone and makes wild lunges at strangers. In another life, these behaviors may have been encouraged or maybe just not discouraged. Don t worry; he ll catch on. He ll get past it all. He ll become your dog. Taking on the responsibility of a dog with a past is hard work. At first, it may seem overwhelming. Most of the problem behavior you ll encounter is an expression of the dog s inability to cope with the demands of your personality and lifestyle. Make sure you and he are indeed suited for each other; that you can meet his needs for activity and companionship according to his breed type. Things may proceed slowly; you ll hit frustrating learning plateaus. But if you re committed you ll get there. Remember that the basic period of adjustment can be anywhere from six to twelve weeks. Go into this with your eyes open and then stand back and marvel at the transformation... it will knock your socks off! ASPCA, Revised

36 Housetraining Dogs and Puppies by Petfinder Sue Sternberg The key to training your dog to eliminate outside (where you want him to) is to prevent accidents, and to reward success. Adult dogs have better bladder and bowel control, and can hold it for a longer period of time than puppies. The rule of thumb with puppies is to take their age in months, add one, and that s the number of hours the puppy can hold it during the day (i.e. A four-month-old puppy can be expected to be clean for up to five hours during the day). Here are some simple steps to help you and your dog find success! Feed your dog on a schedule (he ll eliminate on a schedule, too). Keep his diet simple and consistent (avoid table scraps and canned foods; a high quality dry kibble produces the least waste). Choose an area, about ten square feet, outside, where you wish your dog to potty. Take your dog on leash to the area, pace back and forth (movement promotes movement) and chant an encouraging phrase ( do your business, do your business ). Do this for no more than three minutes: o if he eliminates, give huge amounts of praise and play. o if he doesn t eliminate, keep him on leash, go back indoors, keep dog on leash with you or confined in a crate. Try again in an hour; eventually your dog will eliminate appropriately and you can give huge amounts of praise and play. REMEMBER! Do not punish accidents! Ignore them, and reward success! 35

37 Crate Training by Petfinder Sue Sternberg Do you recommend crate training adolescent dogs to some of your adopters? If you are going to recommend crate training for your dogs when they are adopted, crate train them while they are at the shelter. This approach is easier on the dog: the dog is not completely bonded to one person at the shelter and so experiences less separation distress when crated. Crate training at the shelter also helps the adopter who may be reluctant to use a crate or be unfamiliar with crate training. When the shelter has already crate trained the dog, the adopters will be more likely to use the crate, and the chances for a permanent, successful adoption are greatly increased. Which dogs should you target for crate training while at the shelter? Adolescent dogs, less than two years old. Dogs who are active, playful and rambunctious (play with furniture, pillows, books, magazines, eyeglasses, etc). Prey-driven, mouthy dogs (who could gut a couch in two minutes). Un-housebroken, unclean dogs. When counseling owners to crate train their already bonded dog, the process can be slow and tedious because the dog is usually very upset about being separated from his owner. At the shelter, the dog has no strong attachments; therefore, this is the prime time to crate train. REMEMBER you cannot counsel or do this type of quick, easy crate training with dogs already in a home. This is NOT the advice to give to owners over the phone. Instead, this is advisable only for dogs in shelters. What do you need? Crate Soft blankets Toys Chewies Water GOAL: Train the dog to spend time comfortably and calmly in a crate. Note: NEVER crate train a dog with a choke-type collar on or with a leash attached to his collar. 1. Place soft blankets and toys or chewies in the crate. 2. Clip a small bucket of water in the crate. 36

38 3. Find natural, short opportunities to crate train: a one hour nap, a ten minute chew on the bone stretch, a rest after a tiring exercise session, or an overnight all make good crate training opportunities. 4. Crate train only for the amount of time the dog can comfortably hold his bladder and bowels. The rule of thumb for puppies is to crate in hours for the age of the puppy in months plus one. For example, a four-month-old puppy can stay in a crate comfortably for at most five hours. No dog should ever be crated for more than nine hours at a stretch. 5. Always supervise dogs when they are first crate trained to ensure they are not panicking. 6. Never force a dog into a crate or lock a panicking dog in a crate. 7. Some dogs will not take readily to a crate and may panic or harm themselves trying to escape. For these dogs, detach the crate door, place comfortable bedding and a few treats in the back of the crate, and leave the doorless crate in the run with the dog. 8. Feed him in the crate for a few days to help him acclimate. Imagine a potential dog owner walking into a shelter and visiting with dogs who can sit, eat without rushing at a food bowl, and calm themselves even when excited to see a new visitor. Imagine a potential dog owner who sees dogs already partially trained and dogs who won t dash into the street, remain out of control, or leap at guests. When you spend time training your shelter dogs you are improving them in every way. The mental stimulation from the training prevents the dogs from succumbing to the boredom and stress of shelter life. The discipline of the training teaches them to respond to limits and remain in control. And the routine of the training helps dogs who arrived with some training retain their skills. This method teaches dogs how to LEARN. They get relief from the frustration of life in the shelter through their success at learning new skills. You are also improving the owners. Owners who adopt a partially trained dog can see the rewards of training and are more likely to continue training, especially if they see your shelter as a source of help and guidance. 37

39 Giving Up Your Pet by Petfinder Sue Sternberg It is a huge decision to give away your pet, no matter how long or brief the period of time of ownership. Remember, for whatever reason you no longer are choosing to keep this pet, YOU are the person in this world who loves your pet more than anyone else and YOU no longer want your pet! First ask yourself if there is anything about your pet behaviorally or personality-wise that could be worked on in order for you to keep him. It is exceedingly difficult to find good, permanent homes for adolescent or adult animals (as you are finding out first-hand). There are a few things you need to do to be responsible and caring until the last possible moment: Take your pet to the veterinarian for a check-up, vaccinations, and, most importantly spaying/neutering! If you were thinking that your pet might make a good breeding animal, STOP! Why breed from an animal that no-one wants anymore? Why make more unwanted animals in a world where even great pets dont remain very long in their first homes? You want someone to adopt your pet as a COMPANION, not because it might make a good or profitable breeding animal. You are much more apt to find a responsible, permanent home by placing an already sterilized pet. Get it done: its the least you can do, and the best thing you can do. Spaying and neutering also reduces the risk your pet will run away from its next home, and helps to insure that your pet won t urine mark his new home and thus become quickly unwanted again! If your pet is already spayed or neutered, and has not bitten anyone,try to find a new home for your pet through advertising. Place a classified ad in your local newspaper, and screen any callers carefully. Be completely honest about all your pet s behaviors, good and bad. No pet is perfect, and people are more likely to adopt a pet they know about, for better or worse. When screening callers, tell every caller that someone has already come to look at your pet, but you are still taking names and telephone numbers and references, in case, so you can call them back. This gives you an instant out if you think the caller is not right for your pet, and hurts no ones feelings. Take a few good, color photos and make some posters. Include your pet s name (it personalizes him ) and include his best traits, his most endearing qualities, and some guidelines for the best possible home: i.e., no small kids, someone whos home a lot, no other pets, good for experienced dog owner, etc. Be careful in choosing an animal shelter. Visit the kennels, meet the staff, familiarize yourself with the shelter s policies. A No Kill policy might look good at first, but not if your dog will end up living out his life in the kennels. Dogs can deteriorate emotionally and mentally very quickly in a shelter, even a good shelter, and no dog should suffer that kind of stress endlessly, month after month, living in a concrete kennel run, hoping for that magical, perfect home. If your pet is aggressive, or has nipped or bitten someone, EVER, then please get a professional behavioral evaluation before giving away your pet. Check with state 38

40 and local laws, too, about liability in re-homing a pet with prior knowledge of aggression. Do not try to find a new home for an aggressive animal without professional help. If your pet has a behavior problem, he ll take it with him to the next home. Many problems are workable, or at least manageable. Contact a trainer or behavior counselor and see if its not possible to work things out so you can keep your pet. 39

41 How to Stop a Dog from Chewing by Petfinder ASPCA Chewing is a natural behavior for dogs. They use their mouths to explore the environment in the same way that humans use their hands as investigative tools. Irksome and sometimes expensive destructive chewing usually takes place when the owner is not with the dog. Therefore, correction when the dog starts or is in the act is impossible. The chewing can then become a compulsive behavior when the dog is lonely, bored, stressed or anxious. THE LONELY DOG is one that is left alone for long periods of time in an unstimulating environment. These dogs chew out of boredom. To remedy the situation several things are in order. First make sure your dog is well exercised. An aerobic work-out is required for older puppies and adolescents. Second, provide your dog with a place that he can have all to himself. Dogs possess a denning instinct; let it work for you. The best way to confine a dog is with a kennel crate. A small bathroom or a kitchen area may do, if the dog is adverse to crating. However, there are many chewable objects in these rooms including flooring and cabinetry. Confine the chewing dog in his crate whenever you are unable to supervise his activity. Leave him with a couple of acceptable chewies. ACCEPTABLE CHEWIES are toys that are not easily consumed, ones that may change their form as the dog gnaws at them. Nylabones, beef marrow bones, large rawhide knots all become more interesting to the dog as he works on them; the chewing action creates all sorts of lumps and depressions that keep most canines enraptured for hours. KongTM toys can be stuffed with a variety of goodies including some of the dog s breakfast, challenging him to work for his meal. Old shoes, towels, scrap wood, or phonebooks are not acceptable chew toys. Dogs cannot differentiate between old shoes and new shoes, or scrap wood from kitchen cabinetry. Don t confuse your dog by giving him anything that may be mistaken for a forbidden object. When you are ready to leave the house, put the dog in his confinement area with a couple of chewies and go. No long, sloppy goodbyes, no pleading or threatening gestures, just a cheery see you later or a matter-of-fact be good, that s all. For the first two weeks the dog cannot be allowed any unsupervised time. Put him in his crate each and every time that he is left alone. Do not give him an opportunity to chew a forbidden object without feedback. Starting with the third week, put the dog in his crate with the door open and leave for about minutes. If you return home to any destruction your dog is probably not bored and lonely, but rather is anxious about being separated from you. THE ANXIOUS DOG is one who suffers from feelings of social isolation. Dogs are pack animals and many do not take it very well when they are left on their own to defend their 40

42 territory. There is safety in numbers for pack oriented animals, and what the anxious dog needs is a secure and comfortable place to stay when he is left behind. Once again, a kennel crate may be the tool of choice. Introduce the dog to the crate in a positive manner. Never use the crate for punishment. This is your dog s den he should be happy and secure when he s inside. As with the lonely dog, there should be no long, emotional goodbyes. However, before you leave his chew toy with him in his crate, rub the toy between your palms. This action imparts your scent to the toy and tends to focus the dog on this object rather than something else. Excellent results have been obtained by using the following exercise to re-orient the dog s chewing habits. Take away all of the dog s former chewies, and replace them with a meatscented nylon bone (NylaboneTM is one such toy). Make this bone the focus of a fetch and play session at least twice a day. The combination of the owner s scent with the meat scent makes it an appealing object on which to chew. Since the toy bone has now become the focus of intense interaction between the dog and the owner, the vast majority of dogs will aim their chewing at it. As with the lonely dog, the anxious dog should be confined to his crate for the first two weeks when home alone. Beginning with the third week, leave the dog in his crate with the door open for a period of time not to exceed 20 minutes. If you return home to any signs of destruction, shorten the length of time that you are gone until you arrive at a time span that is successful. From that point on, SLOWLY increase the length of time that you are gone until you have reached your goal. If at any time, you come home to destruction, go backward in time at least two steps and maintain that time frame for at least a week; then proceed with the schedule as planned. If you find your dog is bloodying his paws or otherwise hurting himself trying to escape the crate, another course of action needs to be taken. For cases of severe separation anxiety, an applied animal behavior or other behavior consultant should be employed. This serious problem will need an individualized behavior modification program and possibly drug therapy to be resolved. Every new puppy or dog owner should expect a certain amount of destruction from curiositybased or tension-relieving oral tendencies of the pet. The solution to the problem lies in removing the environmental cause and guiding the dog towards the appropriate objects to chew. The above-mentioned preventive and corrective approaches will help to minimize and ultimately solve the problem while allowing the dog to develop a healthy relationship with you. 41

43 Animal Welfare Track Laundry/ Newspaper Volunteer Kennel Assistant Microchip Packet Volunteer Critter Sitter Dog Walker Cat Volunteer Enrichment Assistant Best Buddy Mentor 42

44 Animal Welfare Track: Newspaper/ Laundry Volunteer Position Information Overview: Hang out in or near the laundry room to wash, fold, and sort laundry, and unfold newspaper for the sick rooms and clinic. Job Duties Wash dirty blankets and towels Fold and sort clean towels and blankets Unfold newspapers Requirements Must follow the mission of the HSEP Must demonstrate the Core Values of the HSEP Must attend New Volunteer Orientation Knowledge of HSEP s policies and protocols Ability to represent the HSEP in a professional manner in all situations with the public, volunteers, and staff Ability to learn and quickly adapt to changes in programs and procedures Organize, prioritize, and manage multiple tasks Able to withstand exposure to animal odors, diseases, possible contagious conditions, bites, scratches, animal waste, and moderate noise levels Must be able to operate washer and dryer Must be able to follow written and verbal instructions 43

45 How-to Laundry: 1. Always wear gloves when handling dirty laundry 2. Pick up dirty items one item at a time 3. Unfold and shake out every piece of laundry 4. Put laundry in machine one item at a time a. Do not ball-up laundry, and DO NOT over fill machines Industrial washer: Once dirty laundry is loaded, press the gray button twice. Residential washer: Set top-loading machine to Bulky Bedding and press the start button. Then press the start button on the chemical machine (small contraption above washing machine). The start button is the right-most button, and has an arrow. Set front-loading machine to Heavy Duty and press the start button. Then press the start button on the chemical machine (small contraption above washing machine). The start button is the right-most button, and has an arrow. 5. Once laundry is done in the washing machine, load in the dryer. a. Again, remove items one piece at a time, and shake out and unfold before putting in the dryer. Industrial dryer: 44

46 Press the temperature button until it reaches the hottest setting. Press the timer button until it reaches 48 minutes. Press start. Residential dryers: Clean the lint tramp first! Set the dryer on the right to Cotton setting. Set the machine on the left to Heavy setting. 6. Carefully remove items from the dryer. If something falls on the floor, it must be washed again! If laundry is done in the industrial machines, it needs to be carted into the small laundry room to be folded and stored. Towels need to be rolled, and stored with their friends (where all the towels are), and blankets need to be folded and stored with their friends. The laundry room is crowded as it is, so always do your best to fold and store laundry neatly. Newspapers: 1. Locate the stack of newspapers on the long table by the laundry room. 2. Unfold the sheets with FOUR squares, and stack neatly. 3. Discard half sheets (two squares) and ads in the trash can. 45

47 Animal Welfare Track: Kennel Assistant Position Information Overview: Kennel Assistants help keep the kennels and Meow House clean and comfortable. Job Duties Requirements Scrub vacant kennels Exercise runs upkeep o Scoop poop, rake, mow grass o Clean/ refill water buckets and swimming pools o Clean windows Sweep/ mop/ disinfect cat play areas Clean individual kennels o Scoop poop/ litter o Mop Water trees, plants, or grass Sweep sidewalks and walkways Take out trash Clean kitchen and wash bowls/ Kongs/ feeders Clean/ organize cabinets Clean/ wash litter boxes Wipe down Cat Condos Clean windows in Meow House Clean wooden surfaces in Meow House Must follow the mission of the HSEP Must demonstrate the Core Values of the HSEP Must attend New Volunteer Orientation Knowledge of HSEP s policies and protocols Ability to represent the HSEP in a professional manner in all situations with the public, volunteers, and staff Must be patient, courteous, outgoing, and able to handle stressful situations when dealing with customers. Ability to learn and quickly adapt to changes in programs and procedures Organize, prioritize, and manage multiple tasks Ability to stand in one place for sometimes extended periods of time Able to withstand exposure to animal odors, diseases, possible contagious conditions, bites, scratches, animal waste, and moderate noise levels 46

48 How-to Washing Dishes 1. DO NOT put food in the sink! Dump it in the trash before getting started. 2. Next step is to fill up the sinks. There are three compartments, the first on the left hand side will be filled with soap, the middle will be to rinse the dishes, the last sink on the right is to sanitize. The faucets to the far left of you (reserved for the mop buckets) will need to be on in order for you to fill up these sinks. 3. Once you turn on the faucets, turn the soap and sanitizer knobs (these will be YELLOW and RED right in front of the sink) vertically, and the hoses in the sink will start dispensing soap/sanitizer into their according sink. Once the sinks are filled up with an adequate amount of soapy water/sanitizer, turn the yellow and red knobs horizontally to turn them off. Don't forget to turn off the faucets by the mop bucket! 4. The rest is easy: wash the dishes, rinse, then sanitize for a few seconds before stacking them on the table adjacent to you to dry. Make sure you wash the dishes well because the bowls may be marked with dry erase marker or picked up from a kennel with a sick dog. Scooping poop in kennels 1. Grab a scoop from their home outside each of the kennels (front of small and medium, kitchen of large) 2. Secure the dog on the opposite side of the kennel using the guillotine door a. You may use either the buddy-system or trick the dog using a treat. 3. Enter the kennel and scoop the poop; set scoop with poop aside for a moment 4. Grab the mop from the kitchen of the kennel, and mop up feces residue and urine 5. Exit the kennel, close the gate, and reopen the guillotine door 47

49 6. Return mop to its bucket 7. Dump the poop down the drain located at the front or back entrance of the kennel. a. Remove the grate, dump the poop down the drain (DO NOT leave poop in the gutter), and replace grate 8. Return scoop to its home How to use the Food Uneaten Log/Feeding Schedule 1. Animal Care Associates begin feeding in the morning as soon as Maintenance staff is done cleaning the inside of the dogs' kennels a. This is usually around 9: The measurements for each dog kennel is as follows (and the measuring cup will be in the food bucket): 1 cup for Small Kennels, 2 cups for Medium Kennels (you may see a small pail in the food buckets for Medium which is equivalent to 2 cups), and 3 cups for Large Kennels. a. Check the dry erase board! Some dogs have special feeding instructions 3. The first thing to check for is bowls that we have saved already for a dog who didn't eat the previous meal. These bowls will be labeled with a kennel number with dry erase marker. We pass those out first. 4. Once those labeled/special diet bowls are passed out, begin filling up the rest of the washed bowls with the appropriate amount of food designated for each kennel and begin passing them out to the rest of the dogs. 5. The dogs are given about 30 minutes to eat, however a good chunk of the dogs will have finished their food in about minutes, in which case, you can feed them a little bit more (1/2-1 cup) a. Always check with the ACA before giving the dog seconds 6. Empty bowls are picked up as soon as possible and put in the sink to be washed. 48

50 7. When the 30 minutes to eat are up, the ACAs will take the Food Uneaten chart, a dry erase marker, some paper towel sheets, and a shopping cart to pick up bowls while logging the food. a. If the dog left a significant amount of their food (half or more) label the bowl with the dry erase marker with the kennel number, place a paper towel sheet on top of it, and continue to stack the uneaten food bowls on top of each other in the cart with a paper towel sheet in between the bowls. b. These bowls are saved for the next feeding 8. If you pick up a bowl that has been labeled with dry erase marker, toss the food in the trash because it is no longer fresh. 9. DO NOT SAVE THE BOWLS OF SICK DOGS: YELLOW/BLUE/PURPLE Under Medication/Not Available for Adoption signs. You can spread disease by stacking these bowls with the bowls you are going to pass out later. Log the food uneaten on the chart, toss the food, and place the dirty bowl in the sink to be washed. 10. Bowls with mere morsels of food in them don't need to be saved. Toss the food in the trash and place them in the sink along with any other empty bowls you pick up. 11. Puppies 6 months or less will need to be fed again at 1:00p.m. Pick up the bowls again in about 30 minutes. a. If asked, you may help the ACAs feed the puppies in the 12. The next feeding begins 30 minutes prior to closing time (5:30 on weekdays, 4:30 on weekends). Repeat the procedure listed above. 13. Animals with BLUE DOTS on their kennel cards by the afternoon will be going into surgery the next morning, so it is very important to make sure every bowl is picked up and that any food on the floor of their kennels is swept up and tossed in the trash. a. Puppies (<6mo.) are the exception to this rule. According to our veterinarian, the puppies 49

51 can snack on food until 7:00 the following morning in order to prevent them from becoming hypoglycemic after surgery, in which case, you can leave about 1/4-1/2 cup of food in their bowls overnight depending on the size of the puppy. b. Use your judgment, just be sure you don't over-feed them or else they will not be going in for surgery which will delay their adoption. 14. The morning of surgery, you will still see a BLUE DOT on the kennel card, assuming that the veterinarian's assistant hasn t collected them yet. DO NOT FEED THESE ANIMALS! Sick cards 1. If you notice something is off with an animal, please inform an Animal Care Associate a. All medical notes need to be logged in Shelter Manager, which is why it must go through an ACA Other instructions, such as kennel scrubbing or grounds keeping, will be given as needed. 50

52 Animal Welfare Track: Microchip Packet Volunteer Position Information Overview: Putting together microchips is one of the most important, albeit dull, jobs a volunteer can do. For an animal that ends up lost, having a properly put-together microchip packet can mean the difference between life and death. Job Duties Put together microchip packets Requirements Must follow the mission of the HSEP Must demonstrate the Core Values of the HSEP Must attend New Volunteer Orientation Knowledge of HSEP s policies and protocols Ability to represent the HSEP in a professional manner in all situations with the public, volunteers, and staff Ability to learn and quickly adapt to changes in programs and procedures Organize, prioritize, and manage multiple tasks Able to withstand exposure to animal odors, diseases, possible contagious conditions, bites, scratches, animal waste, and moderate noise levels Must be able to operate washer and dryer Must be able to follow written and verbal instructions 51

53 How-to 1. Locate Microchip supplies box in REC room. 2. Separate into stacks of microchips, Petlink forms, City of El Paso Registration forms, Petlink cards, Petlink brochures, and bags. a. Each bag will have on microchip, one Petlink form, one city form, one Petlink card, and one Petlink brochure. 3. Gently open the bottom of the microchip. Remove one sheet of barcode stickers. 4. Place the top sticker on the City Registration form where it asks for the microchip number. Fold this sheet in half. 5. Place the second sticker on the bottom of the Petlink Registration, where it asks for the barcode sticker. 6. Place the last sticker on the Petlink card, where it asks for the barcode sticker. 7. Gather the two registration sheets, card, and microchip and place in the bag. a. Make sure to put the open end of the microchip at the top so the tag and second sheet of stickers do not fall out. 8. Once all microchip packets are complete, put all bags in the Completed box in the volunteer room. 9. If you run out of City registration forms or bags at any time, ask the Front Desk for more. a. All other supplies come in the box, so there should be exactly enough. 52

54 Animal Welfare Track: Critter Sitter Position Information Overview: Hang out with your favorite dog in their kennel! Read to them, talk to them, and give a few treats. Job Duties Read dog s body language to ascertain if it is safe to enter the kennel with the dog (refer to guide) Read to the dog Strike up a conversation Give a few treats to earn the dogs trust Requirements Must follow the mission of the HSEP Must demonstrate the Core Values of the HSEP Must attend New Volunteer Orientation and Knowledge of HSEP s policies and protocols Ability to represent the HSEP in a professional manner in all situations with the public, volunteers, and staff Must be patient, courteous, outgoing, and able to handle stressful situations when dealing with customers and animals. Must be observant and able to communicate effectively Must read animal documentation prior to entering the kennel Ability to learn and quickly adapt to changes in programs and procedures Organize, prioritize, and manage multiple tasks Ability to stand or sit in one place for sometimes extended periods of time Able to withstand exposure to animal odors, diseases, possible contagious conditions, bites, scratches, animal waste, and moderate noise levels Working knowledge of breeds, diseases, medical conditions, and dog behavior is a plus 53

55 How-to A Critter Sitter may NOT hang out with a dog showing these behaviors! 54

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