Direct Care - Delivering pet services and information to pet owners in underserved communities

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2 [ INTRODUCTION ] CONTENTS 1 INTRODUCTION 6 A VISIONARY & COLLABORATIVE APPROACH 10 A CULTURE OF INCLUSIVITY AND UNDERSTANDING 14 REDEFINING SUCCESS WITH COMMUNITY METRICS 19 THANK YOU INTRODUCTION Pets for Life (PFL), a program of The Humane Society of the United States (The HSUS), addresses inequity and the lack of access to pet resources people experience in underserved communities through community outreach and pet owner support services. Driven by social justice, the PFL philosophy recognizes that a deep connection with pets transcends socio-economic boundaries, and no one should be denied the opportunity to experience the benefits and joy that come from the human-animal bond. Through a proven community outreach approach, PFL brings free veterinary care, supplies and information to pet owners in communities with limited or nonexistent access to pet wellness resources. Building trust and positive relationships is a foundational element of the program, achieved by PFL strategically going door-to-door, utilizing an in-depth follow-up process and establishing a consistent, long-term community presence. PFL employs a three-pronged methodology to address the systemic challenges people and pets living in poverty face: Direct Care - Delivering pet services and information to pet owners in underserved communities Mentorship and Training - Guiding and supporting local organizations in implementing strategic and sustainable community outreach programs Policy and Enforcement Reform - Influencing organizations and agencies to be focused more on pet owner support and less on punishment Everyone s lives can be enhanced by a pet, and those who choose to should have the opportunity to experience the unconditional love and meaningful relationship a pet brings. At its core, PFL challenges the institutions that create and perpetuate divisiveness, unjust policies and a stark imbalance in resource accessibility in order to cultivate equal opportunities for all pet owners, regardless of race, ethnicity, income level, or geography. 1

3 [ INTRODUCTION ] [ INTRODUCTION ] An impactful and inclusive future of companion animal welfare necessitates a systematic, long-term approach to engaging organizations, service providers and the community at multiple levels. By following this comprehensive model, PFL is able to increase the likelihood of steady and equitable access to resources for pet owners in underserved communities. The path to this groundbreaking change is illustrated in the PFL Theory of Change model. PETS FOR LIFE: THEORY OF CHANGE MODEL [ 1 ] GOALS 2 [ 6 ] LONG-TERM IMPACT Ongoing access to resources for people and pets living in poverty and underserved communities is the industry standard Consistent, positive relationship/partnership building leads to long-term, transformative impact Mentees incorporate community-based work as an ongoing, sustainable part of their organizational mission [ 5 ] OUTCOMES Conversion rate rises over time Familiarity with wellness services and spay/neuter increases Ensuring access to services for people and pets in underserved communities becomes a tenet in the field Advocacy spreads through the field and service providers, encouraging creation of more access to services Mentee organization buy-in, as groups highlight model to other local/regional organizations Lead visionary approach for animal service providers to address lack of access to pet resources in underserved communities Establish greater understanding and awareness of the impact of poverty on people and their pets Inspire and support out-of-the-box thinking for animal welfare field to have holistic, sustainable community-level impact Provide training/ongoing mentorship to local groups [ Pets for Life ] Theory of Change [ 4 ] OUTPUTS Word-of-mouth spreads Program becomes a known and reliable resource Services/information become a part of community conversation Sustainability through focus and strategy Internal/external partnerships and community ambassador relationships grow Consistency and enhancement of mentee work, such as strategic outreach, s/n capacity, and partnership building. [ 2 ] OBJECTIVES Stay committed to focus area Carry out consistent door-to-door outreach approach Remove barriers to services for clients Maintain frequent contact with mentees (and mentee service partners) to support with targeted strategies through visits, phone calls, s, and texts Continue momentum and conversation in the animal welfare field on increasing access to services for people and pets in underserved communities [ 3 ] ACTIVITIES Provide information and free services to pet owners Create trust through relationship building Carry out PFL follow-up process Develop service provider partnerships Create supportive tools for mentees, such as maps, schedules, best practice documents, partner MOUs, transport plans, etc. Produce material for and deliver guidance to industry professionals on incorporating community outreach in their organizational missions In 2017, The HSUS operated direct care PFL programs in Los Angeles and Philadelphia. PFL also facilitated or granted financial support and mentorship/training to local organizations in another 41 communities. Additionally, the PFL team provided comprehensive support services to multiple other organizations implementing community outreach and pet owner support programs across the country. PFL is dedicated to bridging the gap between animal service providers and millions of people and pets living in poverty. The HSUS Core Cities Los Angeles, California Philadelphia, Pennsylvania Mentorship Markets Atlanta, Georgia: LifeLine Animal Project Baton Rouge, Louisiana Companion Animal Alliance Blackfeet Nation, Montana: Medicine Bear Shelter Boise, Idaho: Idaho Humane Society Bridgeport, Connecticut: Nutmeg Spay/Neuter Clinic Charleston, South Carolina: Charleston Animal Society Charlotte, North Carolina: Humane Society of Charlotte Chicago, Illinois: Friends of Chicago Aanimal Care and Control Corpus Christi, Texas: People Assisting Animal Control Dallas, Texas: Dallas Companion Animal Project Denver, Colorado: Denver Animal Shelter Detroit, Michigan: All About Animals Rescue Fargo, North Dakota: Minn-Kota PAAWS Clinic Gary, Indiana: Humane Indiana Hailey, Idaho: Animal Shelter of Wood River Valley Las Vegas, Nevada: The Animal Foundation Madison, Wisconsin: Dane County Humane Society Milwaukee, Wisconsin: Wisconsin Humane Society Nashville, Tennessee: Pet Community Center Saint Louis, Missouri: Carol House Quick Fix Pet Clinic Salt Lake City, Utah: Salt Lake County Animal Services Santa Fe, New Mexico: Santa Fe Animal Shelter and Humane Society Seattle, Washington: Seattle Humane Tacoma, Washington: The Humane Society for Tacoma and Pierce County Vinita, Oklahoma PAAS Vinita Washington, District of Columbia: Humane Rescue Alliance Worcester, Massachusetts: Second Chance Animal Services Yakima, Washington: Yakima Humane Society Yukon-Kuskokwim Delta, Alaska: Alaska Native Rural Veterinary, Inc. Supported Markets Anchorage, Alaska Birmingham, Alabama Camden, New Jersey Des Moines, Iowa Jacksonville, Florida Jefferson Parish, Louisiana Oklahoma City, Oklahoma Providence, Rhode Island Reno, Nevada Pittsburgh, Pennsylvania San Antonio, Texas Toledo, Ohio 3

4 [ INTRODUCTION ] [ INTRODUCTION ] THE IMPACT OF SYSTEMIC POVERTY AND INSTITUTIONAL DISCRIMINATION ON PEOPLE AND PETS RESOURCE INEQUITY AND LACK OF ACCESS TO PET SERVICES IS A SOCIAL JUSTICE ISSUE. THE IMPACTS OF INSTITUTIONAL RACISM ARE SEVERE AND ENDURING FOR PEOPLE AND PETS. People are impacted by the pressures of living in poverty on a daily basis. It s vital to understand the role that oppressive institutions and policies play in creating endless challenges for millions of pet owners and, disproportionately, for people of color. Of the 40.6 million United States residents living in poverty as of Wealth Gap by Race (percentage by race): $171, % - American Indian/Alaska Native 22.0% - African American 19.4% - Latino/Latina 10.1% - Asian $20,700 $17, % - White, non-hispanic Note: The majority (63%) of the total population is white. EDUCATION % U.S. Students in High-Poverty Public Schools 60% Children of color 40% 20% 0% 2013 White High-poverty school districts spend 15.6% less per student than low-poverty districts WHITE LATINO LAW ENFORCEMENT % of Population: Drug Use, Sales and Arrests USE SELL DRUGS DRUGS Times more likely than whites to be killed by police African 0.8 American White 0.0 DRUG-RELATED ARREST American Indian: 2.9x African American: 2.6x Latino: 1.7x SEGREGATION In 2016, the net worth of a homeowner was over 44 times greater than that of a renter... $231,400 vs. $5,200 Note: Scale is exaggerated so the comparison is visible AFRICAN AMERICAN Education is a key to escaping poverty, while poverty remains the biggest obstacle to education. Generations of children attending low-income schools are put in a disadvantageous position from the start. Information on pet care is often unavailable to residents in underserved communities and is all the more reason to engage pet owners with patience and non-judgment. People of color experience a disproportionate level of punitive measures and use of force by law enforcement. Considering the community's perspective of any agency of authority - even animal control - is extremely important. There is real distrust and fear that must be recognized and respected when engaging around or delivering animal services. % homeownership by race (White, Latino, African American) Government sanctioned discriminatory lending practices like denying insured mortgages to people of color or restricting options for home locations eliminated the opportunity for building wealth and created racial segregation. This deliberate division and isolation leads to resource deserts where things like veterinary services, supplies and information are non-existent. IMPLICIT BIAS Extensive research has documented the role implicit bias plays in creating societal inequities. A study conducted by multiple universities found that since 1989 White people received on average 36% more callbacks than African Americans and 24% more callbacks than Latinos for employment opportunities Implicit bias refers to the attitudes or stereotypes that affect our understanding, actions and decisions in an unconscious way. Everyone has them. It is important to recognize this in order to work towards equity for all. Implicit bias can determine who is allowed to adopt a pet or how an animal control agency chooses to enforce laws in a particular neighborhood. MASS INCARCERATION States spend 4 times more per capita to incarcerate than to educate 2016 U.S. Adult Population vs. Prison Population 64% White 16% 12% U.S. POP. 4 SYSTEMIC POVERTY ELIMINATES OPTIONS FOR PET OWNERS IN UNDERSERVED COMMUNITIES. 33% 30% 23% PRISON POP. Latino African American The U.S. has 5% of the world's population but nearly 25% of it's prisoners. When people are sent to prison, families are torn apart, including pets. With legal costs, jail time and lack of employment options on release, the money for a pet is drastically impacted. PEOPLE WITH PRIVILEGE HAVE THE RESPONSIBILITY TO MAKE THEMSELVES AWARE AND ACT. HOUSING INSECURITY African American and Latino households are about twice as likely as white households to rent. With painfully few affordable, available rentals overall, pet friendly options are even more scarce or out of reach financially. An eviction was filed every four minutes in million for the year On average in 2017, the U.S. had only 35 affordable and available rental units for every 100 extremely low-income renter households HEALTH CARE % uninsured by race in 2016 (White, Latino, African American) An annual Federal Reserve Board survey found that 44% of U.S. adults claim they could not come up with $400 in an emergency Poverty creates vulnerability; being uninsured makes matters worse. Even the insured often can t afford bills. The consequences of a health emergency can cause long-term financial devastation. When millions are struggling to access health care for themselves, even low-cost pet resources are unattainable. And often, people make their pet s health a priority over their own. It is as though we have run up a credit-card bill and, having pledged to charge no more, remain befuddled that the balance does not disappear. The effects of that balance, interest accruing daily, are all around us. - The Case for Reparations by Ta-Nehisi Coates SOURCES: * U.S. Census Bureau s 2016 estimates * The National Low Income Housing Coalition * Pew Research Center * The Federal Reserve Survey of Consumer Finances * National Center for Educational Statistics * U.S. Department of Education * Bureau of Justice Statistics * Report on the Economic Well-Being of U.S. Households * Proceedings of the National Academy of Sciences of the U.S. 5

5 [ A VISIONARY & COLLABORATIVE APPROACH ] [ A VISIONARY & COLLABORATIVE APPROACH ] GROUNDBREAKING ACADEMIC PARTNERSHIPS A VISIONARY & COLLABORATIVE APPROACH PFL places a great deal of importance on collective impact as an essential way of realizing the program s vision ensuring widespread accessibility of veterinary care and pet resources for all people and pets as well as challenging the prejudice that perpetuates harmful myths about pet ownership in underserved communities. It is vital for a broad range of stakeholders and resource providers to work together in building infrastructure and enacting policies that allow for the seismic shift needed to close this service gap. As is the case with food insecurity, housing instability and options for education, job training and healthcare, a glaring absence of options for pet owners is yet another example of institutional barriers for people living in underserved communities. But finding a long-term solution to the problem of pet resource deserts is perhaps more feasible, within a comparatively faster timeframe, than these other industries facing similar access issues because a bond with a pet is universally relatable and animal care agencies have the potential to react in an agile and collaborative way. However, it is crucial for the approach to be inclusive and utilize perspectives and expertise outside of the animal welfare field. Since its inception, Pets for Life has always based program strategy on clearly defined metrics and exhaustive analysis. So the opportunity to partner with the Institute for Human-Animal Connection (IHAC), in the Graduate School of Social Work at the University of Denver is an obvious fit. While PFL has ongoing collaborations with university veterinary programs, this is the first partnership with a school that has a focus and expertise on the human element. Empirical evidence for the success of PFL and rigorous data collection has been a constant, but aligning with an academic research partner allows an examination of program data to gain even deeper insights into the work and the communities served. Initially, IHAC completed a retroactive analysis of information in the PFL database, which securely houses information on all clients and pets served across the country. After an extensive, analysis of the data, IHAC identified that race and ethnicity are not primary determinants in people utilizing veterinary services. These findings scientifically prove that the assumptions often prevalent in the animal welfare field about people of color not desiring to spay or neuter their pets is, objectively, untrue. What is true is that regardless of race and ethnicity people want the best for their pets, and high unaltered rates in underserved communities are a matter of positive engagement and accessible, affordable services. The study was published in the Journal of Applied Animal Welfare Science (JAAWS) marking the first peer reviewed article on Pets for Life and one of the first pertaining to the lack of access to pet services in underserved communities. The future of companion animal welfare is becoming increasingly contingent upon its ability to serve as a resource for all pets in the community, not just those who end up at a shelter. To achieve transformational change, the field of animal welfare must adapt to work effectively at the community level by recognizing that the health of humans, animals, and the environment are intimately interconnected within the One Health framework. PFL and IHAC have begun a new joint project, a groundbreaking four-year study that has the potential to dramatically change the landscape of animal welfare. By looking at how community outreach and pet owner support programming benefits companion animals, humans, and the larger society and measuring the impact of PFL s person-centered approach on the holistic health of the community, this study will position animal welfare as an integral component of sustainable and inclusive public health. The anticipated findings will make the case for increased interdisciplinary collaboration, encourage broader policy-making, and expand funding sources for the field. 6 7

6 [ A VISIONARY & COLLABORATIVE APPROACH ] [ A VISIONARY & COLLABORATIVE APPROACH ] In Denver, Colorado, where a mentorship program has been in place since 2015, the PFL team has worked extensively with the Denver Animal Shelter (DAS), the local municipal animal care and control agency, to elevate the conversation of pet owner support among the mayor s office and city council. Particularly for governmental agencies, long-term program sustainability often hinges on city officials understanding of how necessary it is to create access to pet resources within the community. Council members have been provided insight into how PFL not only makes sense from the perspective of community health and wellness, but also shown that when comparing in-shelter cost-per-pet to the cost-per-pet of keeping pets in homes through PFL, the latter is more fiscally responsible. As a result, council members have added the PFL outreach position to their annual budget, helped to fundraise for the expansion of the program into an additional underserved neighborhood in Denver and even selected the local team from DAS to receive a prestigious mayoral award for community service. NON-ANIMAL WELFARE PARTNERSHIPS The PFL philosophy of inclusion and non-judgment is not limited to a particular field. PFL builds strong partnerships both inside and outside of animal welfare in order to have the most holistic and diverse viewpoint with which to tackle weighty systemic challenges and influence others in embracing resource-based, community-oriented solutions. On the Blackfeet Native American Reservation in northwest Montana, PFL has made it a priority to partner directly with the tribal government. After building relationships over time with key officials, such as members of the tribal council and the health director, PFL provided a mentorship grant directly to the Medicine Bear Shelter, a human service program that provides day shelter and meals for the homeless population at Blackfeet Nation. The intersection between human and animal work with PFL is clear, and this offered an ideal opportunity to show others in the animal welfare field the importance of investing in human service organizations to achieve greater impact. It was also important to recognize and respect that the Blackfeet people - as is the case with any community, native or otherwise - are experts on their own relationships with their pets. A fundamental part of being equitable is for non-profits to listen to the community, learn from the knowledge within, provide opportunities for sharing and then integrate this into their work. PFL also continues to connect with key organizations in the Yukon-Kuskokwim Delta region in Alaska, another PFL mentorship market. At the outset of implementing the program with Alaska Native Rural Veterinary in the three Native Alaskan villages of Napaskiak, Napakiak and Kwethluk and on a regular basis once the program began, PFL has engaged village leaders, the Yukon-Kuskokwim Health Corporation, the Alaskan Native Tribal Health Consortium and the University of Alaska-Fairbanks School of Veterinary Medicine to make sure strategies are designed with the most comprehensive information and understanding. Particularly in such a remote and isolated area where logistics of delivering services can take an immense amount of forethought, agencies such as these have provided insight on not only animal health, but human and environmental health as well. This furthers the understanding of how the work of PFL perfectly aligns with the One Health framework and how constructive it is to have a broader understanding of the community s challenges ARTHUR BURRELL COMMUNITY HERO AWARD WINNER: DONALD, CHICAGO, IL In 2015, PFL introduced an award at The HSUS annual Animal Care Expo in honor of one very special community advocate, Arthur Burrell. Arthur, met via door-to-door outreach, was an amazing champion for animals. Even though he had few financial resources and was not part of the structured animal welfare network, he had been making a difference for his community for years. When PFL met him, he immediately became an ambassador to the program, exemplifying how residents often become partners in the work. PFL is making connections with the heroes all over the country and encouraging others to build relationships with others like Arthur who devote themselves to the people and animals around them. The 2017 recipient of the Arthur Burrell Community Hero Award is Donald, a resident of Chicago. He is one of the program s biggest community cat advocates. Donald attended a Trap-Neuter-Return training and not only does he regularly assist the program in trapping, he shares his knowledge with others in the community, provides dog grooming for people in his neighborhood and gets pet food donated. Donald is a testament to the generosity, resilience and selflessness that is prevalent in underserved communities across the country. 8 9

7 [ A CULTURE OF INCLUSIVITY & UNDERSTANDING ] [ A CULTURE OF INCLUSIVITY & UNDERSTANDING ] Animal welfare has too often formed negative opinions about people based on where they live or level of income. Stereotyping entire communities is not uncommon, both within and outside of the animal welfare movement, and it creates an us versus them mindset that furthers the trust gap between service providers and the community. These misconceptions exist without much understanding of the impact of poverty and systemic prejudice, which frequently isolate certain demographic populations and diminish or completely remove options and choices when it comes to pet care. It is important to acknowledge that organizational policies and ordinances at various levels are frequently created minus the consideration of how punitive measures are deeply rooted in and contribute to institutional discrimination. Considering the perspective of all communities and exercising cultural humility the practice of looking inward and examining implicit bias can lead animal service providers to identify methods of support versus punishment. A CULTURE OF INCLUSIVITY & UNDERSTANDING Poverty and structural inequality create obstacles to affordable veterinary and pet wellness services similar to the challenges and barriers to accessing healthy food, education, jobs, health care, and housing. With tens of millions of pets living with families in poverty and the working poor - at least triple the number of dogs and cats entering shelters - the extreme lack of access to pet resources is a national crisis overlooked by most. With an estimated 78 million dogs and 86 million cats in 80 million American households, love for pets is a consistent societal value and pet ownership goes beyond geographical, racial, religious, and socio-economic boundaries. However, access to information and services does not, producing hardships and heartaches for many pet owners in underserved communities. PFL embraces the human in humane, extends compassion and respect to all audiences of pet owners and promotes the understanding that a lack of financial means does not equate to lack of love for a pet. In addition to delivering direct care to thousands of pets in underserved communities each year, PFL also works to gain greater recognition within the animal welfare movement of how institutions produce and perpetuate unjust systems and policies. THE POWER OF BEING A RESOURCE, NOT AN ENFORCER Pets for Life received a phone call from Gloria because animal control had stopped by her house. The agency threatened her with animal cruelty charges because her rented home and three pets had fleas, which she had not been able to successfully treat. Gloria was scared and confused, but thankfully her friend had received services from PFL before and knew the program could support Gloria. PFL provided free flea and tick treatment and shared information on the best way to treat the house and stop the infestation from reoccurring. Gloria speaks little English and was terrified her pets would be taken away and that she would receive hefty fines she could not afford. She was very unsure of what the officers had told her and, after the way she had been treated, was nervous to try and explain PFL was assisting. The PFL team contacted animal control to let them know the situation was easily remedied with a little support for Gloria and her pets and ensured Gloria would not be charged with animal cruelty. Gloria s situation and experience is not an uncommon one in animal welfare and represents the change that needs to be made in the field to become less punitive and more support-based, keeping people and pets together

8 [ A CULTURE OF INCLUSIVITY & UNDERSTANDING ] [ A CULTURE OF INCLUSIVITY & UNDERSTANDING ] CELEBRATING THE HUMAN-ANIMAL BOND IN EVERY FORM During door-to-door outreach Pets for Life met Tracy, who owns a pallet yard in the community where the program operates. Over the years he has fed and taken in roaming dogs from the neigborhood. Tracy was thrilled to know PFL could provide free services and immediately signed up his four current dogs for free vaccinations and spay/neuter surgeries. When the PFL team picked up his dogs for their appointments, they were very shy and quiet - nervous to leave the nurturing, comfortable space Tracy had created for them. However, when they were taken home after their appointments, all the dogs were so excited to see Tracy he was hardly able to get any work done for the next few days because they would not leave his side. Recognizing the barriers to services that exist for many pet owners and taking a deeper look at the system s imbalances is not only the right thing for animal welfare but also the way to achieve long-term, sustainable change in countless communities. The driving force behind the Pets for Life program is to provide services that people want and need for their pets and to be a catalyst for widespread availability to veterinary care, supplies, and information. There is a cumulative effect from long-standing practices and prejudices that requires patient, consistent, proactive outreach, and careful listening to all perspectives. Short, Missy, White Boy and Peanut have a warm warehouse to sleep in, a huge fenced yard to play in and get lots of attention and love from Tracy and his employees every day. Whereas this home may not look like a typical one, Tracy gave these dogs a chance and they are family. PFL is honored to support the human-animal bond in all its heartwarming forms and variations. Even when backgrounds and current circumstances differ between community residents and service providers, there is an ease in building relationships and finding commonalities around pets. Animals provide a very natural way for people of different backgrounds to connect and they serve as a critical reminder that all people are more alike than different. Because of this, animal welfare outreach presents a special opportunity in underserved communities and can provide a bridge to other social issues. A fundamental shift in industry philosophy and policy will position animal welfare as a thought leader and participant in social justice and will distinguish it as a more just and inclusive movement. The bond people have with their pets isn t limited by income, which ZIP code someone lives in, or the language they speak, but the unfortunate reality is that these factors severely limit, and often eliminate, service options. A deep care and respect for animals transcends social and economic boundaries and is a tie that binds us all. Everyone who wants to provide a loving home to animals deserves access to the resources that make pet keeping possible. The animal welfare movement s efforts to address lack of access to animal services in underserved communities should be strengthened as a critical priority nationwide and PFL is leading that charge. By honoring the love people have for their pets, PFL brings awareness in a new way to larger system imbalances and injustices. PFL has shown how much people from all backgrounds value pets and works to change a system that is largely set up to serve and support only wealthy and privileged people. If one cares about animals, they must also care about people

9 [ REDEFINING SUCCESS WITH COMMUNITY METRICS ] [ REDEFINING SUCCESS WITH COMMUNITY METRICS ] TELLING THE COMMUNITY S STORY THROUGH DATA Two specific pieces of information that PFL gathers tells the story of how disconnected pet service providers are from underserved communities; in PFL focus areas, how many pets have seen a veterinarian and how many pet owners have never reached out to a local animal service agency, such as a shelter, animal care and control or spay and neuter clinic. The high percentage for both illustrates the systemic lack of resources that have historically existed for people living in poverty. With this community-level data, it s readily apparent the significant gap that the animal welfare field must bridge in order to bring about transformative change and why it s imperative that service providers take ownership over permanently stabilizing resource availability for all pet owners. 70% 78% 88% PETS HAVE NOT SEEN VETERINARIAN All data is specific to the 2017 calendar year. NEVER CONTACTED ANIMAL SERVICES PETS UNALTERED WHEN MET BREAKING STEREOTYPES ABOUT ACCESSING SPAY AND NEUTER REDEFINING SUCCESS WITH COMMUNITY METRICS The efficacy of PFL can in large part be attributed to the model s data-driven, strategic process. While feeling connected to the program philosophy is paramount in integrating community-based work into an organization s mission, it s imperative to have a methodical system in place for data collection and analysis. PFL created a customized online database that is used by all program markets to securely house client, pet and service information and serves as a daily outreach tool to cultivate relationships, monitor trends and assess reports. Through weekly reports and looking critically at outreach goals and patterns, the PFL mentorship team can provide targeted, informed guidance on the most efficient and effective ways to serve a given market s community. Beyond having the capability to report on specific program metrics, such as pets served and wellness care provided, equally valuable stories can also be told through the data. PFL measures success not only by direct care services provided but by gaining a greater understanding of how entire communities of pet owners continue to be overlooked. For every spay surgery completed and for every dot on a map representing a client met, there is an individual story of a person s connection with a pet in an underserved community. PFL is pushing the animal welfare field to elaborate on its definition of success to include the larger community outside of the shelter where millions of people and pets are faced with the sustained pressures of systemic poverty and are being excluded, many times deliberately, from resources and information. 14 Spay and neuter services are desired by many pet owners, regardless of the zip code in which they reside, which is why another data point PFL collects, the percent of pets in PFL focus areas that are unaltered when first met, is an additional measurement that speaks to the prevalence of pet resource desserts. While 88% of pets met through PFL are unaltered, this is due to a lack of access to services and positive engagement from service providers as evidenced by the conversion rate, which is the number of pets spayed or neutered out of all the unaltered pets met. When the community is engaged in a consistent, positive way, remarkable results are achieved by concentrating efforts and resources in a defined focus area on an ongoing basis. Over time, familiarity with spay and neuter increases, there is greater community buy-in and confidence in PFL as a reliable service provider flourishes. This is evidenced through a consistently high conversion rate percentage. These results make an undeniable case for what can be accomplished by working with the community and nurturing long-term relationships. When access to spay and neuter is offered, people in underserved communities choose to alter their pets at high rates, proving wrong the long-held misconception that this segment of pet owners are opposed to the procedure. 58% % % % % % 2017 CONVERSION RATE PER YEAR [ Unaltered pets met and altered through the program ] 14,197 SPAY & NEUTER SURGERIES COMPLETED IN

10 [ REDEFINING SUCCESS WITH COMMUNITY METRICS ] [ REDEFINING SUCCESS WITH COMMUNITY METRICS ] THE IMPORTANCE OF COMPREHENSIVE SERVICES DISPELLING THE MYTH OF THE IRRESPONSIBLE PET OWNER While spay and neuter is important, the program provides more comprehensive services based on the actual needs voiced by the community, not just what service providers deem most necessary. Basic veterinary care, supplies and other support are also given, such as covering return-to-owner fees if a pet is picked up by the local shelter or pet deposits to keep pets in homes. By providing well-rounded services, the program is more meaningful and has a greater impact on the immediate challenges people are experiencing. There are times where a simple dose of medication eases intense discomfort of a dog with mange or providing antibiotics for a cat can help with common infections that can drastically worsen over time. These are often uncomplicated and relatively inexpensive situations to address, but they are out of reach for so many. This type of support gives immense peace of mind and has immeasurable impact on the daily lives of both the person and the pet. The vast majority of PFL clients acquire their pets from within their immediate community, only a small percentage using a rescue or shelter organization as the source. This is another illustration of how limited engagement is between this audience and the animal welfare field. Pet adoption from a shelter often doesn t factor into the plans of people living in poverty, either because organizations can be discriminatory, labeling certain people as risky or irresponsible pet owners, or because the shelter simply chooses not to market these opportunities to underserved communities in the first place. However, it s important to recognize that the majority of people are taking in pets from neighbors in need or caring for those without homes, showing that many are natural rescuers and care deeply about pets in their community. In many ways, significant opportunities are missed by not engaging communities in a comprehensive way. 23,713 TOTAL PETS SERVED IN 2017 All data is specific to the 2017 calendar year. 73,071 MEDICATIONS, SUPPLIES & SERVICES GIVEN IN 2017 PET ACQUISITION NEIGHBOR / FAMILY / FRIEND: 54% FOUND / ROAMING: 24% PET S LITTER: 11% BREEDER: 6% SHELTER / RESCUE: 3% ONLINE / NEWSPAPER: 2% PET STORE: 1% All data is specific to the 2017 calendar year. MEETING THE NEEDS OF THE COMMUNITY BEYOND SPAY AND NEUTER SUPPORT AND PARTNERSHIP FROM WITHIN THE COMMUNITY Johnny was worried about his dog, Shadow, so he reached out to the Pets for Life team. Both Johnny and his wife, Yazmin, were temporarily unemployed and afraid they would have to give up Shadow since they could not afford medical attention for her. Shadow s skin had been getting progressivley worse and nothing they tried was working. PFL provided a free veterinary appointment for Shadow and the diagnosis was that she has severe skin allergies. Her skin was in bad shape, and she was experiencing bleeding and scabbing all over her body. She was given a few injections and oral medication to help relieve her pain, itchiness and infection, and they started her on food that is formulated for sensitive skin. Shadow is now doing much better and Johnny and Yazmin are extremely grateful and happy! 16 The Pets for Life team connected with Lila during door-to-door outreach, and she quickly became a close member of the PFL family. Lila is a pastor at a local church in the community and has been instrumental in helping trap-neuter-return so many community cats in the neighborhood. She has also referred numerous other people to the program. Free spay/neuter and other services have been provided to at least 50 pets through her directly and countless more thanks to her spreading the word. Lila is an amazing community and animal advocate and is grateful to PFL for being a resource for people and pets who are faced with tremendous barriers to services. As Lila has said, she will do all it takes to ensure people know about PFL and will always advocate for the well-being of the pets in her community. PFL is grateful for Lila s huge heart and friendship to the program. 17

11 [ REDEFINING SUCCESS WITH COMMUNITY METRICS ] [ THANK YOU ] STRATEGIC PROGRAM GROWTH The PFL outreach model is uncompromisingly thoughtful and deliberate with program success being clearly shown through mapping. Saturation maps charting program data such as locations of pets served, are created regularly to influence outreach strategies and inform long-term program growth and migration through the focus area. In the direct care PFL market of Los Angeles, the heat maps show pets served from 2012 through 2017, with greatest saturation being represented by the darkest color. Proactive outreach, where new clients and pets are met through systematic door-to-door engagement, centered in the ZIP code of at the outset of the program. Over time, more pets were served as proactive outreach rippled out across the focus area, emanating from the very first door knocked on by the PFL team. As proactive outreach continued, referrals to the program spread and the program served people and pets throughout the entire focus area. There are no shortcuts to creating lasting, positive change for underserved communities, and much of the success of PFL can be attributed to this steady, strategic sprawl. When services and support are offered consistently to a specific focus area for an extended amount of time, a shift happens in the community. The level of connection that is cultivated becomes transformative and results are magnified and sustained through positive word of mouth. Clients tell their neighbors, family and friends about the benefits of spay and neuter and about the affirming experience they had with PFL. People who have been isolated from services gain information about resources that exist for their pets and view PFL as an uninterrupted resource, sustaining the long-term impact of the program. PFL migrates over time throughout focus areas, maintaining relationships with current clients and pets while continuously meeting new ones and responding to increased referrals, never truly leaving an area because as long as poverty exists, the program approach and subsidized services will be needed. THANK YOU The goal of Pets for Life is to act as a bridge to the services people in underserved areas want and need for their pets and to be a catalyst for widespread availability of veterinary care, supplies and information. More and more organizations are awakening to the critical need for community-based, owner-support programs and implementing the PFL model in their communities. Across the country, an increased understanding of the barriers people living in poverty face on a daily basis is occurring as well as the role animal welfare professionals play in bringing resources to people and pets living in poverty. In order to serve the community comprehensively and to be considerate of everyone, a major philosophical and strategic adjustment from the entire field is required Your support of PFL not only ensures availability of resources for tens of thousands of people and pets who would otherwise not have access, but it also drives the fundamental shift needed among service providers to create long-term, sustainable direct care services for all communities

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