The Maryland Zoo in Baltimore Animal Embassy pg. 1
Table of Contents Quarantine p 3 Contact Information p 3 Training and Certification Level 1 Training p 4 Level 2 Training p 4 Level 3 Training p 5 Level 4 & 5 Training p 5 Maintaining Certification p 5 Incidents and Disciplinary Action p 6 Handling Overview Basic Techniques p 7 Animal Use p 8 Packing and Transporting Animals p 9 Temperature Guidelines p 9 Presentations Uniform p 10 Site Requirements p 10 On Grounds Programs p 11 Off Grounds Programs p 12 Guest-Animal Contact p 13 Attachments Policy for Contact with Program Animals Hand washing for handlers Hand washing for guests Level 1 Photo Reference Level 2 Photo Reference Tying off Raptor Leashes Outpost Locations pg. 2
Quarantine Because Animal Ambassadors travel off-site the Embassy is a designated quarantine area. The animals are housed separately from the main collection and can only be used in specific areas on grounds. Traffic between the Embassy and other animal areas is restricted. Keepers, volunteers and visitors must wash their hands and use a footbath if leaving the Embassy to go into another behind the scenes animal area (not required to use the footbath when returning to the Embassy these guidelines are to protect the main Zoo collection from anything the animal ambassadors may come into contact with off grounds). Contact Numbers Embassy Main number 443.552.3392 Volunteers Main number 443.552.5266 If you cannot make a shift notify the volunteer office so they can update their records and notify the Embassy! pg. 3
Training and Certification Animal handler training involves multiple departments and is coordinated by the Assistant General Curator. Embassy Staff, Education Department Managers and Volunteer staff assist with training and evaluating handlers. Level 1 Training Animals: all tortoises and turtles, invertebrates, frogs, leopard gecko, ducks. Volunteers are invited to attend training by Volunteer Department staff. Adult volunteers must first complete EdZoocator training and 30 on-grounds service hours. Youth volunteers must be in their second year of the Junior Zoo Crew program. Staff handlers can begin training at their manager s discretion. After training the new handler can sign up for practice shifts through volgistics. Practices take place at the embassy. New handlers must practice holding and packing each level 1 animal at least twice. After completing these practice shifts new handlers can sign up to handle level 1 animals at the outposts, on zoomobiles or at events. They will be scheduled with a mentor for the first four shifts. After these four shifts the new handler must pass a practical handling test and an online quiz. Level 2 Training Animals: chicken, chinchillas, rabbits, bearded dragons, small snakes, tenrecs. Level 2 animals are less tractable than Level 1 animals, and more inclined to bite or struggle if handled incorrectly. After four independent shifts as a Level 1 handler volunteers can request training on Level 2. Staff members start Level 2 training at their manager s discretion. Level 2 trainees must practice twice with each Level 2 animal at the Embassy and can then scheduled for public appearances with a mentor. Level 2 trainees must take each level 1 species on program at least once with a mentor. Level 2 trainees must pass a practical handling test and an online quiz when they have completed these public appearances. pg. 4
Level 3 Training Animals: small jessed birds, small parrots, medium snakes, skinks, penguins. Level 3 animals pose a greater risk of escape or injury if not handled properly. Adult volunteers may be invited to progress to Level 3 after six months provided they have show proficiency (youth handlers are trained on Level 1 and 2 only). Staff can start Level 3 training at their manager s discretion. Training and certification for Level 3 is done for each species individually. After the initial training session the trainee handler must practice with the animal twice at the Embassy. After demonstrating their progress to the trainer a trainee handler is scheduled for two public appearances with a mentor. The trainee handler must pass a practical handling test after these public appearances. Level 4 Training Animals: skunk, large parrots, large snakes, monitor, opossum, porcupine, crocodilians, kinkajou, hawks, serval. Level 4 animals have handling and training requirements that limit their group of handlers. Training on these animals is done on an as-needed basis. They are handled primarily by staff. Outreach volunteers may be invited to train on one or more of these animals if they show aptitude and if they regularly commit to four or more outreach shifts per month. Level 4 Training Animals: opossum, kinkajou, hawk, serval, ravens. Level 5 animals have additional training requirements that not all handlers will complete. These animals may need to be crated or harnessed by keeper staff for the handler. Maintaining Certification Animal handling requires patience and practice. Familiarity with the animals promotes safe handling, reduces stress for the animal, and allows the handler to evaluate the animal properly. The Program Animal Guidelines are updated yearly and sent to all handlers. Handlers are pg. 5
evaluated annually during a public appearance to assess their handling competence and public interaction. All handlers also take an annual online quiz to check that their knowledge of the handling guidelines is current. Volunteer handlers must complete two shifts per month to stay eligible for animal handling. This can include shifts on grounds, at events, or on outreach programs. In addition, all Level 3 + handlers are required to practice with their Level 3 + animals at least once a month (handling any one of the Level 3 jessed birds is sufficient and handling either of the ravens is sufficient). Practice in this context refers to picking up and holding the animal (either during a presentation or at the Embassy). It is up to the individual handlers to determine how much time they need to spend with the animal to maintain familiarity. If a handler does not meet these requirements or performs poorly during evaluation the Assistant General Curator and the General Curator will recommend a course of action to the handler s supervisor. Loss of handling privileges for up to three months could be recommended; in this case the handler can request reinstatement at the end of the three months. Incidents and Disciplinary Procedures All incidents must be reported to Embassy staff immediately. An incident is any injury to an animal, guest or handler, or any mishandling of an animal (including dropping a carrier, dropping an animal, putting an animal in the wrong enclosure, etc.). Even if an animal is not obviously injured Embassy staff must be notified so a qualified person can assess the animal. The Assisstant General Curator will investigate any incident and report the findings to the General Curator. They will make a recommendation to the handler s supervisor up to and including suspension of handling privileges. Handling Overview The Animal Ambassadors must be treated with care and respect no matter how tractable they seem. They are part of the Zoo collection and are not pets! Never talk to them in a baby voice, be careful not to anthropomorphize their behaviors inappropriately, and do not cuddle them in public! Handlers may not handle, feed or touch any animals they are not trained to handle except with permission from a manager. Handlers can only use approved food items for the animals and these should only be given in limited quantities. pg. 6
If you notice signs of distress, illness or injury return the animal to its carrier and report this to Embassy staff immediately. The more familiar you are with the animals and the more you know about each species the easier it will be for you to recognize abnormal behavior. Never relinquish control of an animal to any untrained person. On occasion for media appearances or a behind the scenes tour the Area Manager or Animal Collection Specialist may permit someone to hold or feed an Animal Ambassador. This is done only with the most tractable animals in very controlled situations and is not allowed by keepers, instructors or volunteers. If the animal urinates or defecates on you during a presentation do not drop the animal! Continue the presentation and clean up after you return the animal to its carrier. If you are bitten or scratched remain calm and return the animal to its carrier. If you panic you will frighten the animal and this may lead to increased aggression. Information about first aid and treatment can be found in the Animal Presentations section. Handlers must always wash their hands after a handling session and must follow the guidelines for washing hands between different species see attached photo reference. While working with animals handlers may not eat or drink and should avoid touching their faces. Basic Techniques See the attached Level 1 and Level 2 photo references for more detail. Invertebrates: Some are not handled at all: the scorpion needs to be packed by staff and is not handled or packed by volunteers. Hissing cockroaches can be held on an outstretched palm. Amphibians: Golden frogs are presented in an isolet on program. Level 3+ staff may pack them; Level 1 and 2 staff must ask for assistance with packing. Always take a bottle of dechlorinated water with amphibians and keep them well misted. Lizards: Gently grasp the lizard from above and curl you fingers around to supporting the body and the tail. Never pick a lizard up by its tail only, it may break off! Tortoises: Hold larger tortoises with both hands; they are heavy. Grasp the body a hand on either side, thumbs on top of the shell and fingers curled around the bottom. Small tortoises can be held on an outstretched palm and secured with the fingers. Turtles: Diamond back terrapins have sharp nails. To avoid being scratched pick them up from pg. 7
behind. Hold firmly they are strong and active! Snakes: Make the snake aware of your presence before you attempt to move it. Snakes may strike if startled; they have very poor eyesight. Hold the snake near the head with one hand and support the entire body with your other arm and hand never drape a snake around your neck! The warmth of your hands will awaken the snake and make it more alert. Allow the snake to move as you hold it; holding it tightly will make it restless. Remain calm and the snake will remain calm too. Never take out a snake that is shedding or one that has just eaten (Embassy snakes are fed on Wednesdays and are off use on Thursdays). Small Mammals: Always let the animal know when you are about to reach into its carrier. Talk to it as you approach and use slow, deliberate movements. Each mammal has specific handling requirements, but always hold with two hands and to support the entire body. Do not pick a mammal up by its tail unless instructed to do so. Small mammals will bite when they are frightened move calmly and hold them securely, but not so tightly that they struggle! Large rabbits are not typically picked up by handlers due to the high risk of back problems for these animals. Kinkajou: Has a limited group of staff handlers for consistency in training and safety. Can become defensive and bite if restrained, so she is not typically held during presentations. She is trained to come out of her crate onto a table. Serval: has a limited group of staff handlers for consistency in training and safety. Two animal handlers must accompany the serval when she is taken outside. Not all handlers are trained to harness her. Birds: Always let a bird know when you are about to reach into its carrier. Talk to it as you approach and use slow, deliberate movements. Birds with anklets must be jessed, swiveled and leashed whenever handled. These birds are flighted and may not survive if they escape. Parrots are held on the hand or forearm, but never allowed to climb above the elbow. Crane: has a limited group of staff handlers and is only used for on grounds appearances. Ravens: have a limited group of handlers to maintain consistency for training. Can go on grounds, but are not usually walked because it provokes bating. Are not tethered to perches due to risk of leg injury or escape. Only trained Embassy keepers can take the birds out of their mew. Hawk: has a limited number of handlers to maintain consistency for training purposes. Because pg. 8
of her territorial nature only Embassy keepers take her in and out of enclosures. Other handlers may perch her, but do not move her in or out of the mew or exercise pen. Animal Use Observe Do Not Use and Off Use signs; animals may be under medical care for serious health problems or be reserved for a specific event. Animals are not handled continuously for more than two hours per day except for certain scheduled appearances. Most of the mammals and the penguins have shorter tolerances for being held and may need a break after 30 to 45 minutes. If an animal shows signs of stress during a handling session (e.g. restlessness, nippiness) it should be returned to its crate for a fifteen minute break before handling is resumed. If the animal continues to show signs of stress or agitation the handler must stop the handling session. Handlers going out alone, either on or off grounds, should not take more than three animals with them. Packing and Transporting Animals Each animal has specific transport requirements listed on its cage label. Animals may injure themselves or escape if not packed properly, so pay close attention when packing your animals and always follow the guidelines! Animals must always be in a carrier during transit (including on a golf cart). No one other than Zoo staff and volunteers should handle and move carriers. In general no one should move a carrier containing an animal they do not handle unless asked to do so (outreach volunteers are given specific training to help move carriers). Secure carriers to prevent tipping and sliding during transport. Use bungees and chocks as needed. Place carriers in the vehicle so animals do not come into physical contact with one another and do not have a direct line of sight to one another. Crates should face forwards or sideways. Do not leave carriers unattended unless they are in a secure location. Do not stack carriers (but if it is unavoidable to move carriers without stacking them you must keep a hand on them at all times to stabilize them). pg. 9
Temperature Guidelines Temperature guidelines are listed on each animal s cage label. Embassy managers may make an exception based on particular circumstances, but handlers must follow the guidelines unless told otherwise by a manager. Signs of heat stress include excessive movement or struggling (mammals), limpness (amphibians and reptiles), panting (birds), refusal to complete routine trained behaviors. Move the animal to a cooler environment and contact Embassy staff. On hot days don t leave carriers in the sun even when they are empty. If the heat index is above 95 degrees animals can only leave the Embassy with permission from a manager. Heat sensitive species are penguins, rabbits, chinchillas, amphibians and the chicken. Heat tolerant species are crane, tropical birds, native birds, reptiles, mews birds (except the chicken!) and roaches. Symptoms of cold stress include shivering or apathy (birds and mammals), stiffness (reptiles). Move the animal to a warmer environment and contact the Embassy. If it is below freezing, snowing or icy animals can only leave the Embassy with permission from a manager. Cold tolerant species are skunk, rabbits, chinchillas, penguins, native birds, serval, roaches, nonnative birds housed at the mews, crane. Cold sensitive species = tropical birds and herps. Above 40 degrees herps can be transported on grounds in coolers with cryopaks (phase transformation heat packs). Presentations On arrival at the Embassy check the animal schedule. Remember to sign your animal out before the start of your shift, and also record your handling time on the spreadsheet for tracking your monthly handling. Check with keepers about using a golf cart or if you need a ride. Uniform Wear your Zoo staff or volunteer uniform with closed-toe shoes. Avoid dangling jewelry; pg. 10
watches and bracelets are not recommended. Cologne, perfume and scented lotions should also be avoided. Sunscreen is acceptable, but handlers may not wear insect repellent as it can be harmful to some of the animal ambassadors. Do not wear a nametag around your neck or attached to your shirt while handling: animals may chew on them or become entangled with them. It is acceptable to wear your name tag attached to your belt loop. Sunglasses are acceptable on a bright, sunny day, but keep in mind that the lack of eye contact does affect how you interact with visitors, so they are best avoided if possible. Hats are a good alternative. Do not roll the short sleeves up to your shoulder to avoid a funny tan! This looks unprofessional and is not acceptable. Umbrellas are scary for some animals and may not be used by handlers. Site Requirements At informal presentations keep a wall or other barrier behind you so you are not surrounded by people. A five foot buffer zone is a good safety precaution (see section on animal contact for more information about allowing public touching of animals). Keep carriers away from the public and do not allow anyone to approach the animals while they are in their carriers as this can be frightening for them. In some cases you may need to sit down with the animal. When sitting you should still maintain the five foot buffer zone and keep guests on three sides so you are not surrounded. Keep in mind that the animal may react differently when you are seated, especially if the audience is standing. If the animal becomes restless or anxious you may need to change your position or give the animal a break in its carrier. Sitting at crowded events is not generally acceptable since it creates a potentially stressful situation for the animal. Do not allow anyone to smoke around the animals. Some animals are very sensitive to second hand smoke. Keep the animals away from areas where food and drinks are being served. On Grounds Presentations Animal outposts are located at Creature Encounters, the Meeting Barn, Chimp Forest and the Maryland Wilderness. For events animals may occasionally be scheduled for the Giraffe House, Giraffe Feeding Station, Oasis, the Mansion House, Waterfowl Lake, the African Watering Hole overlook and next to Rock Island. At some of these locations only low escape risk animals can be scheduled. If you are in an area other than the fenced outpost at Creature Encounters keep a wall or other barrier behind you so you are not surrounded by people. A five foot buffer zone is a good safety pg. 11
precaution. Keep crates out of the public view if possible. When you done remove any feces or urine from the animal and leave the area clean. Service animals are allowed on Zoo grounds, but are not allowed within proximity of any animal ambassadors. If someone approaches you with a service animal while you have an animal simply tell them that they need to keep their distance for safety reasons (this includes at Creature Encounters). The Zoo s policy requires a 20 foot buffer zone. If you have an animal you need to have a zoo-wide radio (with you and turned on so you can hear radio transmissions!), but for safety reasons you should never use earphones/mp3 players. Handlers are not allowed to use cell phones during their shift. If you are concerned about an animal contact Embassy keepers immediately. For handlers first aid kits are located at Creature Encounters and the Embassy; any injury a handler sustains must be reported to the Area Manager even if it is minor. If the injury requires further treatment the Area Manager will contact the handler s supervisor and the handler may be referred to an outpatient center. Guest injuries must be reported to Security (to take a report and dispense treatment if needed) and to the Area Manager. If an animal escapes on grounds contact Embassy staff immediately and try to keep the animal in view until help arrives. Do not try to recapture the animal before checking with the Embassy. Sometimes trying to grab a loose animal (especially a nervous bird or mammal) can cause it to flee further away and complicate the situation. Off Grounds Presentations When you are traveling to a program or event make sure you take all necessary equipment with you (gloves, sticks, food, water etc.). All vans have first aid kits (for people and animals), recapture equipment and contact numbers. No other animals should be present at your presentation, but if you arrive at the site to find an animal (e.g. a tortoise in a classroom, or someone walking a dog) you may proceed with the program provided the other animals are properly contained, you keep as much physical distance from them as possible, and no touching is permitted during your presentation. Birds are the biggest concern for disease transmission. If you are concerned about an animal, or an animal is injured, contact Embassy staff immediately. pg. 12
Zoomobile vans have animal first aid kits with styptic powder, gauze, vet wrap, water bottles, cold packs, and heat blankets. Depending on the animal and the nature of the injury Embassy staff will advise you on whether or not to administer treatment until the animal is returned to the Zoo. If you are a long way from the Zoo someone may be able to meet you or you may be sent to a local veterinarian. First aid kits for handlers are located in the vans; any injury from an animal must be reported to the Embassy Area Manager (even if it is minor). If a guest is injured during a presentation off grounds the handler must take a report (a basic description of the incident and all relevant contact information). This information must be communicated to the Safety Officer, the handler s Manager and the Embassy Area Manager on return to the Zoo. If an animal escapes off grounds and you are indoors make sure the area is secure and use the recapture equipment in the van. It may be necessary to ask the audience to leave the area have a Zoo person monitor the door while a second person watches the animal. If you cannot recapture the animal easily contact the Embassy Area Manager for advice and assistance. If you are outside try to keep the animal in sight and contact the Embassy Area Manager immediately for advice and assistance remember that trying to grab a loose animal (especially a nervous bird or mammal) can cause it to flee further away and complicate the situation. Guest-Animal Contact Guests are only allowed to contact with certain animals. Contact is always at the discretion of the handler if the audience is too large or unruly or the animal is showing signs of stress (restlessness, biting, etc.) the handler must return it to its carrier. All guidelines in the Policy for Contact with Animal Ambassadors must be followed (attached). A photo guide is attached for easy reference. New handlers are only trained on contact procedures once they progress to Level 2. However, Level 1 handlers may participate in contact encounters on formal outreach programs where they are under the direct guidance of a staff member. Note there is no upper age limit for healthy adult handlers to work with reptiles. Handlers are trained on proper hand washing procedures that minimize the risk of exposure to disease. pg. 13