Behavior Clerical Assistant Behavior Department Volunteer Training Manual

Behavior Clerical Assistant Behavior Department Volunteer Training Manual Thank you for volunteering as a Behavior Clerical Assistant. This packet includes information to help you learn the Behavior area as well as some DFL policies and procedures. As a Behavior Clerical Assistant you will provide support to the Behavior department by assisting with clerical duties, administrative duties, light custodial duties and other non-animal related activities. Please be sure to ask plenty of questions. The Behavior managers, supervisors, technicians or Volunteer Trainer can assist you in your training. Attendance and Vacations If you are unable to make it in for a volunteer shift, please contact Volunteer Service at 303.751.5772 Ext 7160 or 720-241-7160 or email volunteer@ddfl.org. This way we know that you will be out and can possibly find another volunteer to fill your shift. If you would like to change your volunteer shift or job assignment please contact Jasmin Rice at 303-751-5772 x 7246 or jrice@ddfl.org; or Whitney Shook 303-751-5772 X7247 or whshook@ddfl.org; or Tyler Parthemer 303-751-5772 X7312 or tparthemer@ddfl.org; or Gretchen Reichmuth 303-751-5772 X7311 or greichmuth@ddfl.org. Getting Started Please wear your volunteer name tag and t-shirt for all shifts. Individual hand sanitizers are in a bin on the table at the lockers. Please return the sanitizer when your shift ends. Refills are available in the animal care supervisor/ manager s office Clock in at the time clock for every shift Check in at the Behavior office at the start of every shift Duties Respond to e-mails from patrons and enter cases into Chameleon. Make initial follow-up calls to adopters and create cases in Chameleon as needed. Clean Office area Print documents and prepare them for training classes Check with behavior staff for other printing and clerical duties Email Behavior Team when we receive cancellations regarding classes

LOGGING ON/OFF COMPUTER SYSTEMS Log into WINDOWS: User Name: behavior Password: password Open OUTLOOK: User Name: behinet@ddfl.org Password: Dogtraining1! Once in email system you will see a few different types of emails. 1. From Response Contact Us or Info which means the patrons have emailed our generic email for DFL and it was forwarded to us because it refers to a behaviour question or concern. a. These are cases that need to be read and if Behavior information or need is requested then they need to be entered the same as phone cases 2. From others that may be junk mail. If you see any advertisement please forward to spamadmin@ddfl.org 1

Phone Calls Checking Messages Accessing the mail box: Press the Voice Mail button on phone When the voicemail answers press #. It will ask you for your mail box number (7268) Enter the security code (1111#) when prompted Extensions to check: 7268 Phone codes: 0 additional options 1 - Replay 2 Save 3 - Delete 4 Forward 5 - Reply 6 Play Envelope Information 7- Move Backwards 8 Redirect 9 Move forward #- Skip * - Cancel These messages will need to be entered into chameleon after you have listened to them. Record as much information as possible. Use the same words the patrons do. For example, poops, pees, goes all over the house. If the message contains: a) A request for Behavior assistance then a case must be entered into Chameleon. b) Notification of cancellation of class attendance. Email Behavior with the person s information, i.e. name, phone number, class attendance being cancelled, etc.

LOGGING ON/OFF CHAMELEON COMPUTER SYSTEMS Click on: Login to Chameleon Location: Q Username: BHVOL Password: passbh (depending on computer, try all lower case or CAPs) 1) Check to see if they are already in our database: Once you are in the person screen, you should search to see if this person already is in the database. Enter in their last and first name, you can also search using their telephone number (check each of 3 separate phone number fields they are independent of each other and will bring up more results), and try searching by email address. Keep in mind, similar records may be found under spouse s name or roommate s name, so you may find existing records under a different first name or under same address but different last name. You can search by any of the yellow fields are search fields. Once you have entered in their information hit F12 (FIND) Recommended sequence: Go to Windows Animal Animal Behavior to open the case log window Click in the P (caller ID) field, hit F4 (list values) to open Person window. Person ID (P#) 2) If they are already in the database they will show up on the right side of the screen. Double click on their name and make sure all the information matches what you have from the message To avoid creating a duplicate P# cross check address, phone numbers (in each field) and name. Update any relevant information, and save changes by hitting F8 (UPDATE).

3) If they are not in Chameleon: You will need to create a new person record Enter in all information in the yellow and red fields (except the P# field which is auto-generated). If address is unknown, enter 0 for house #, enter Unknown for street name, and 00000 for zip (these are the only required fields for the address section. In the identifier field, enter BHL. If email address is unknown, enter unknown or need. Fill in AD? with D (Didn t ask) or proper selection (when curser is in this field hit F4 and a list will pop up, click on Abbrev. to see what the letters mean and select what makes the most sense). Hit F9 to store (when it is stored correctly a green box will show in the upper left corner and a P# will be automatically generated. Person ID (P#) Identifier AD?

If the animal was adopted from DFL, verify the A# (visible at the bottom of the Person s window; note may be listing more than one pet see window below) o Double-click in the A# field in the patrons window to open the Animal window. To verify that it is the correct animal. Write down the Animal ID in your notes about the case. Or just o Write down the Animal ID in your notes about the case. Icon for new memo Animal Window Animal ID (A#) If the animal is not from DFL, go to next step of creating the case.

Entering Cases into the BHL (Behavior Call-in) Window: With the BHL Case window in the background, and while in the Person s window, click the green checkmark icon to transfer P# into the BHL Case window. Enter A# if adopted from DFL (can click F6 for recent IDs to select recent animal ID) o Enter A0000001 for dogs not adopted from DFL o Enter A0000002 for cats not adopted from DFL o Enter A0000003 for small mammals not adopted from DFL If provided, enter: o Date = date the patron contacted DFL (not today s date necessarily) o Preferred call back time (F4 to see choices) o Pet source (F4 to see choices) o Other pets (Y/N) o Training (how patron wants to be responded to E =Email or P =Phone) o Problem types and subtypes (F4 to see choices in each of 3 Prob and Sub fields) o How heard (F4 to see choices) Prioritizing Categorize in as a priority if the case is regarding: - any type of aggression - medical emergency (danger to others or self) - upset patron - patron may relinquish pet To save, hit F9 (store). The BHL case # (beginning with H12- ) will automatically be generated.

Creating a BHL Memo Click in the P (Caller ID) field, hit F4 (list values) to open Person window. Check under the memo icon that there is not already a recent similar BHL memo existing. Memo icon If there is already a recent similar BHL memo, add notes under the pre-existing notes. o Once you have typed your notes hit F8 to update. o When the memo is saved correctly there will be a green box in the upper left corner. If there is not already a BHL memo, create a new one. o Click on the memo icon in the person screen. o Memo ID = P# (will automatically fill in when opening from Person s window)-don t edit this o ID Type = PERSON_ID (you can just type p and hit tab key to auto fill in) o Date: F5 inserts today s date o Type = BHL o In the memo text field, hit shift+f5 then type the date the patron contacted BHL and your notes. o Make sure to indicate any action taken such as called patron, emailed handouts etc. o At the end of your notes, include your initials and F9 to store (save). SEE EXAMPLE BELOW. When the memo has been saved correctly, you will see a green box in the upper left corner.

If the animal was adopted from the DFL, then we need to enter a BHL memo under that animal. Click in the A (Animal ID) field, hit F4 (list values) to open animal window. o If there is already a recent similar BHL memo, add notes under the pre-existing notes. o Copy the notes from the Person BHL memo hit F8 to update. o When the memo is saved correctly there will be a green box in the upper left corner. o If there is not already a memo, create a new one. o Click on the memo icon in the animal screen. o Memo ID = A# (will automatically fill in when opening from animal s window)-don t edit this o ID Type = ANIMAL_ID (you can just type A and hit tab key to auto fill in) o Date: F5 inserts today s date o Type = BHL o In the memo text field, hit shift+f5 for the date and time stamp. Then type the date the patron contacted BHL and your notes identical (or copied) from the person BHL memo. o If the animal is not from DFL, there is no need to create a memo in the generic A# records (do no modify those records). Last part of creating BHL cases Sending Emails For every case you create we want to email the patrons (we have email addresses for) stating we received their information and will be following up with further contact. Answering Emails Use the below template when initially answering e-mails (or the sample Word doc template should be on volunteer computer s desktop Generic Email Response or a document located in P:\behavior\BHL Generic Email Response ). (SUBJ: Dumb Friends League Behavioral Helpline re: (pet s name or type) Case # Dear (PATRON): Thank you for contacting the Dumb Friends League Behavior Helpline. We received your request for information on (DATE) regarding (PET S NAME) behavior issue. To schedule an appointment with one of our pet behavior specialists, please visit DDFL.org/Helpline. There you can create an appointment at your own convenience using our online calendar. If you do not have Internet access, please call 303-751-5772 to speak with an operator to schedule your appointment. I have attached a few of our behavior articles, which may be helpful in the mean time. You can find additional behavior articles on our website at http://www.ddfl.org/pdf/behavior-handout. Sincerely, (your name) /volunteer, Behavior Department Dumb Friends League 2080 S. Quebec St. Denver, CO 80231 (303)751-5772 x1359

Behavior Department Emailing Guide WHO GETS EMAILED WHAT?!? DOG CALLS Please include into every email: any appropriate materials. Association of Pet Dog Trainers, International Association of Animal Behavior Consultants information should be attached. Note: The need for handouts is based on the original call/complaint, NOT the diagnosis. If additional handouts need to be emailed based on the diagnosis the counselor will email those and make note in the BHL memo. All patrons should receive the Following Handouts: Educated dog Nothing in life is free Clicker Training Aggressive Behavior All aggression complaints: Understanding aggressive behavior in dogs The Fearful dog Positive reinforcement training Keeping your dog confined When the BHL can t help Aversives for dogs Directed toward family members add: Why dogs bite a guideline for children Children and dogs Directed toward another family dog add: Barking Inside or out Positive reinforcement Aversives for dogs Bark, bark, bark Chasing Directed toward family cat/other pets: Introducing your new cat to your other pets Introducing your new dog to your resident dog Canine rivalry Positive reinforcement training Destruction Destructive chewing How to solve the digging problem Crate training Dog toys Positive reinforcement Introducing your new dog to your resident dog Canine rivalry Directed toward cat/other pet add: Introducing your new cat to your other pets If dog is under 18 months old add: Dealing with normal puppy behavior nipping Dog toys and rough play Training tether Developmental stages of puppy behavior Dog toys Training tether If only happens when left alone add: Separation anxiety Understanding aggressive behavior in dogs Directed toward family members add: Children and dogs If dog is under 18 months old add: Normal puppy behavior nipping and rough play If only when left alone add: Separation anxiety If under 18 months add: Normal puppy behavior chewing

Escaping Canine escape artist Keeping your dog confined Aversives for dogs If only when left alone add: Separation anxiety Keeping your dog confined Training tether Eating disorders/unusual Eating Habits - Unusual eating habits Positive reinforcement Fearful behavior Helping your dog overcome the fear of thunder and other startling noises The fearful dog Positive reinforcement House soiling Housetraining puppies Re-housetraining your adult dog Submissive and excitement urination Territorial marking Successful cleaning to remove pet odors/stains Puppy Issues Normal puppy behavior nipping/rough play Crate training Successful cleaning to remove pet odors/stains Developmental stages of puppy behavior Aversives for dogs Inside or out If only when left alone add: Separation anxiety Submissive and excitement urination Why dogs bite guideline for children Training tether Why dogs bite guideline for children Developmental stages of puppy behavior How to solve the digging problem Dog toys Positive reinforcement Inside or out The fearful dog When BHL can t help Developmental stages of puppy behavior Understanding aggressive behavior in dogs If only when alone add: Separation anxiety If dog is under 18 months add: Developmental stages of puppy behavior If only when left alone: Separation anxiety Crate training Training tether Normal puppy behavior chewing Housetraining puppies Positive reinforcement Dog toys Children and dogs Why dogs bite guideline for children Submissive and excitement urination Training tether

Behavior Department Emailing Guide WHO GETS EMAILED WHAT?!? CAT CALLS Please include in email any appropriate seasonal materials. Behavior class materials are for local patrons only. Note: The need for handouts is based on the original call/complaint, NOT the diagnosis. If additional handouts need to be emailed based on the diagnosis the counselor will email those and make note in the BHL memo. All Patrons Should receive the following Handouts: Stress relief Clicker Training Nothing in Life is Free Aggressive behavior Feline social behavior and aggression between family cats Introducing your new cat to your other pets Introducing your new cat to your resident cat Destruction Cats destructive scratching Play with your cat Your cat indoors or out House soiling Solving litter box problems Starting out right with your cat and the litter box Successful cleaning to remove pet odors/stains Discouraging outside roaming cats Understanding cat aggression toward people Fearful cat Cats and children Play with your cat Introductions Introducing your new cat to you other pets Introducing your new cat to your resident cat When the BHL can t help Kitten issues - Managing your kitten s rough play Developmental stages of kitten behavior Introducing your new cat to your other pets Starting out right with your cat & the litter box Cat toys and how to use them Children and cats Play with your cat Your cat indoors or out Discouraging outside roaming cats If cat is under 18 months add: Developmental stages of kitten behavior If cat is under 18 months add: Developmental stages of kitten behavior Cat toys and how to use them Managing your kittens rough play Cat toys and how to use them Aversives for cats Territorial marking behavior Your cat indoors or out Play with your cat Cat toys Feline social behavior & aggression between family cats Cat toys and how to use them Fearful cat Your cat indoors or out Destructive scratching Aversives for cats Your cat indoors or out Your cat needs a tag

Eating disorders/unusual Eating or Grooming Habits Unusual eating habits Your cat indoors or out Aversives for cats Play with your cat Vocal Cat The fearful cat When the BHL can t help Cat toys and how to use them Fearful cat Positive reinforcement Cat toys and how to use them Your cat needs a tag The Fearful cat Understanding cat aggression towards people Your talkative cat Your cat indoors or out Play with your cat Developmental stages of kitten behavior Cat toys and how to use them Your cat indoors or out Play with your cat Cat and children

Follow up s Phone call follow-up We make follow-up phone calls for any animals that have been enrolled into one of your behavior programs and then were successfully adopted. Our goal with the follow up calls is to check in with the patron and try and get information as to how the animal is doing, plus catch any possible behavior concern the patron is having before they are overwhelmed by it. The picture below is so you can see and understand the report that will be printed and on the board. To Run Follow Up Report: Sign in to the computer Sign in to Chameleon Go to the Reports Tab Click on the Reports Tab Click on Run a Report Click on Beh-Follow Ups Key in todays date for Start of Range date is keyed as year, month, day, i.e. 2015-11-27 Key in todays date for End of Range date is keyed as year, month, day, i.e. 2015-11-27 Under Please Select Shelter Location select Both Shelters Click on OK The report will generate. This takes some time. Once the report is generated print it out to begin doing follow ups.

Program the animal was enrolled in while in our shelter. Type of follow up needed Person Information Animal Information Before contacting patron you need to look up the animal and verify that no note for the current follow up has been completed.

2. Click on memo 3. Look in this section to see memos for this animal 4. Read Memo information 1. Type A# then press F4 1. In the animal behavior screen type in the A# then press F4 to pull up the animal screen. 2. Click on the memo icon in the top right of the animal information 3. Look at the lower section of the memo screen for all the memos listed under this animal. Double click on the most recent **FUD* memo 4. Read the information in that memo text to understand if there was any concern from the last call 5. If there are not **FUD* memo s then you are the first one to follow up with this patron and there is no previous information from patron about the situation. 6. After you have looked up the information you can then use the report to call the patron and the scripts to talk to or leave a message for the patron. 7. When talking to the patron please note that if they want a behavior technician to contact them that you would use the information you are receiving to enter a BHL case. 1. Follow the procedures same as taking a phone message or email. 2. Patron ID and Animal ID 3. Information about the behavior concern in a BHL memo 8. When you are talking to patron, if they are just talking about how good things are please put this information in a memo specific to that follow up type you are doing. 9. Any overdue calls need to be made first. After overdue calls are completed then the non-overdue follow-up calls are made. After the call is completed using the respective scripts, make up a new memo for the type of call made. Anytime during a call if the patron mentions an illness, etc. with the adopted animal. Refer the patron to Return for Treatment and have them call them immediately. Phone #720-241-7100 Anytime there is a patron that comes up on the report and states that they did not adopt the animal. Please leave a copy of the problem on the Customer Care Supervisors desk with a note as to the problem. So they can correct Chameleon.

Script: If the patron answers the phone: I am (you name) from the Dumb Friends League behavior department. Thank you so much for supporting the Dumb Friends League by adopting (pet s name)! We hope that you and (pet s name) are happy to be together. This is the behavior that we observed in the shelter and worked towards modifying (discuss behavior) 1. Have you seen this behavior in your home? 2. If so when? (What were the circumstances/what did you observe?) 3. How often (Once a week/once a month/only on walks, etc) 4. How are you managing this behavior presently? 5. Did you take care of the free post adoption consult or the behavior helpline? 6. Do you feel you were fully educated about the behavior issue at the time of adoption? 7. Any additional issues? Thank you again for all your help! Leaving a message: Hello my name is (your name) and I am calling from the Dumb Friends League Behavior Department. Thank you for supporting the Dumb Friends League by adopting (pet s name). We hope that you and (pet s name) are thrilled to be together! (Pet s name) participated in our (HS/CC/CNC/FFT/KC/BB) program and we would love to hear how he/she is transitioning into your home! If you have any questions or would like to speak with a behavior technician, please visit our website DDFL.org/behavior_help. There you can create an appointment at your own convenience using our online calendar. If you do not have internet access, please call 303-751-5772 to speak with an operator to schedule your appointment. Thank you! HS: Head start CC: Canine Courage CNC: Cat s n Clickers FFT: Feline Fortitude KC: Kitty Comfort BB: Bunny Buddies Note: FUD: Follow Up Day FU6M: Follow Up 6 Month When house soiling is no longer an issue add: o Subtype No Folwup In type hit F4 and pick memo type from list

Example: If you want to make a memo for a 3 day call for a dog that was in the k9 courage program, you would make a memo for K9FUD3. In the Animal memo, make up a new memo for the behavior program the animal was enrolled in. Here is a list of memos for each program: o Bunny Buddy- BBFUD3, BBFUD21 o Cats n Clickers- CNCFUD3, CNCFUD21 o Head Start - HSFUD3,HSFUD21 o Canine Courage- K9FUD3, K9FUD21 o Kitty Comfort- KCFUD3, KCFUD21 o o Feline Fortitude- FFFUD3, FFFUD21, FFFU6M When house soiling is no longer an issue add: 1. Subtype No Folwup Enter any comments the patron has in the new memo. Repeat the same process for adding a new memo for the people memo. Memos should be created for both Animal and People numbers. Reminder: If a patron wants a Behavior Tech or BHL volunteer to call them because of a behavior issue refer patron to the website ddfl.org/helpline where they can create an appointment at their own convenience using the online calendar or if they do not have Internet access, they can call 303-751-5772 to speak with an operator to set up an appointment. View of follow up memo types