SHELTER MANAGEMENT - Humane Society International · 3/30/11 1 SHELTER MANAGEMENT Caribbean Animal...

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SHELTER MANAGEMENT

Caribbean Animal Conference Puerto Rico, 3 - 6 April 2011

Sara Maynard – Agostini, Operations Manager, T.T.S.P.C.A.

PRESENTATION OF TOPICS

Introduction Organizational structure Members & volunteers Shelter issues and problem solving General shelter operating procedures Programs & projects Special programs Conclusion

INTRODUCTION

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INTRODUCTION The Trinidad & Tobago Society for the Prevention of Cruelty to Animals (T.T.S.P.C.A.) The T.T.S.P.C.A. is a Multi-use facility, offering a range of services. The Society started in 1895/ a registered charity (NGO). - oldest, most established, animal welfare organization.

Associate member of the RSPCA and WSPA.

Dedicated to the promotion and welfare of animals in T&T. - A temporary place for animals to live, dedicated to the re-homing of unwanted animals.

Run by an Executive Council

Receives no financial aid from the Government

Oversees three branches with shelters - the largest shelter has 100 dog kennels and 16 cattery cages.

T.T.S.P.C.A. T.T.S.P.C.A. Northern Shelter

The operations of your shelter may be influenced by the number of homeless animals, the availability of alternative facilities/ shelters, and the services you wish to provide.

Will you house dog/ cats/ other animals?

Will you provide additional services such as – boarding/ rescues / cruelty investigations/ adoptions/ clinic?

Will you charge for services?

Will you participate in activities such as spay/ neuter programs?

Will your shelter be a focus for educating the public on animal welfare?

Will you provide a bridge between animal welfare activism and government agencies?

INTRODUCTION

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Organizational structure Management Staffing

Members & volunteers Shelter issues & problem solving

ORGANIZATIONAL STRUCTURE

Management Management structure will generally be determined by the size of your shelter and numbers of staff. Board/ management committee: - should meet regularly to establish policies and procedures;

- have responsibility for strategic planning, financial accountability, hiring of staff, and networking with other agencies;

The members of the board/ committee should have a range of skills: management, finance, veterinary, HR, PR and fundraising. Management/ staff interactions – issues: - don’t try to “micro-manage”;

- interference of management can be an issue – daily running is

best left to the administrators “on the ground”;

- a clear channel of communication is needed between staff/ management.

All members should have a job description/ outline of responsibilities.


Staffing It’s unrealistic for shelters above a certain size to operate without

paid staff, how many staff and the type of staff you require will be dependent on the size of the operation and scope of services offered. A shelter should have a paid full time supervisor to: - oversee general running of shelter;

- liaise between board and staff.

Ensure your staff are: - given a competitive wage to reduce staff turn over;

- provided with regular training to up-grade skills and allow

for promotion;

- provided with the equipment needed to conduct daily tasks;

- provided with uniforms - they look more professional/ make staff easily identifiable to the public. Job descriptions must be written for each member of staff.


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Staffing - cont’d. The shelter environment should be safe and work friendly.

In order to promote a good working relationship, there should be: - regular meetings with management and staff - this also helps to stop problems in the shelter from escalating;

- opportunities for staff to participate in making decisions on the running of the shelter;

- team building exercises;

- individual/ team recognition for a “job well done” - this goes a long way to establishing positive bonds between management and staff.

Shelter operations can be hampered by staff fatigue/ stress due to: - pressure on staff to care for high volume intake into shelter;

- long hours and understaffing - resulting in unrest and disenchantment, staff must have adequate time off.


Shelters are a focal point for persons interested in animal welfare. Your volunteer program should be managed by a Volunteer Coordinator - who assigns specific duties to volunteers and sets out guidelines. Training sessions for volunteers can greatly enhance their usefulness to the shelter. Keep members interested in activities with regular up-dates via email, FB and newsletters. Data collection is important – use member/ volunteer forms and enter into a database.

MEMBERS & VOLUNTEERS

Emails / FB to members helped get donations of pet food for flood victims in rural areas of Trinidad.

Members and volunteers help with: - daily shelter duties;

- promoting your shelter/ generating good PR/ assisting with events/ programs/ fundraising/ running FB sites etc.

Volunteer/ staff interactions – re-occurring issues Avoid problems with staff/ volunteer interaction by: - providing clear guidelines and assigned tasks for volunteers;

- posting rules for volunteers on closed access areas, codes of conduct, dress etc.

MEMBERS & VOLUNTEERS

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MEMBERS & VOLUNTEERS Volunteers hard at work!!

Public expectations re: housing, re-homing, call outs etc. can be high, often there will be little understanding as to why you are not able to help right away or at all. Members of the public may: - have unrealistic expectations based on TV/ Internet coverage of well-funded foreign NGO’s;

- believe that call outs must be handled immediately (not always possible due to staff restrictions);

- expect a 24 hour service.

Staff must be trained to handle the public in a firm but courteous manner to avoid confrontations - having staff that are too “business like” will not work either – a middle ground is best – recognize that emotions can “run high”.

To avoid conflict between staff and the public, you should post information on shelter policies/ guidelines for the public.

SHELTER ISSUES & PROBLEM SOLVING

Euthanasia General public perception is that shelters should save all animals. There may be limited resources for long term sheltering and a selection process may be used. Shelters that practice euthanasia may be viewed negatively. Euthanasia may take its toll on your staff and can cause friction between members of staff who have different views.

How can you combat this? Be open and honest on shelter policies with the public – have no “grey areas” on topics like long term sheltering/ euthanasia. Promote the positive shelter related programs such as spay/ neuter, adoption and animal welfare awareness/ education. Guidelines/ collective decision making on the “fate” of an animal will help to ease the burden on staff trained in the process - ensure that the task is rotated so that one person is not solely responsible.

SHELTER ISSUES & PROBLEM SOLVING

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Office activities Kennel duties Morning Rounds Feeding Cleaning & disease prevention

Health Parasites & vaccinations Quarantine Exercise Enrichment Relinquishment Adoption Marketing your shelter Rescues Generating income

GENERAL SHELTER OPERATING PROCEDURES

Office activities Duties of office staff may include: - serving the public in person/ via telephone/ FB/ E-Mail;

- interacting with kennel staff on daily/ shelter & animal issues;

- data entry;

- procure items needed for daily running of shelter;

- take regular inventory to minimize wastage/ over spending.

Duties of Office administrators should include: - management of finances;

- preparation of reports on expenses/ income/ animal intake/ shelter issues.



Office Pictures

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Kennel duties Morning round Conducted by Kennel Supervisor/ In-House Vet. to monitor health, behaviour, and provide an update on number of animals in the shelter.

Morning rounds will determine your additional tasks for the day.

Daily forms should be used to document information.

Feeding Morning feeding carried out for “special needs” animals (nursing mothers, thin animals in system, puppies/ kittens).

Feeding of ALL animals is then done.

Measuring system to ensure that all animals receive adequate amounts of food and to reduce wastage.


Kennel duties - cont’d. Cleaning & disease prevention The importance of cleaning can’t be stressed enough! Regular and thorough cleaning is essential to prevent the spread of disease, and ensure that your shelter is a safe place to work and a pleasant one to visit,

Kennel cleaning should be done in a specific order : - kennels housing nursing mothers/ puppies cleaned first general; adoption areas follow and lastly quarantine.

During cleaning, animal should be moved out of kennel.

If you have exercise areas these should be cleaned at the end of the day once dogs are put back into kennels.

End of the working day a final dry cleaning of kennels done.


Kennel duties - cont’d. Cleaning & disease prevention - cont’d. Kennels & cattery should: - be cleaned with bleach/ disinfectant solution; - have foot baths at each entry point.

Signs of disease: - immediately isolate and treat animal and special clean kennel with 24 hour ‘”lock off ”.

Cleaning the cattery area: - all items (litter box/ bowls/ toys etc.) in cattery kennel numbered; and placed back in numbered kennel – prevents spread of disease from non-airborne illness (ringworm/ fecal etc.).

Treat all areas of shelter with flea & tick prevention solution on a weekly basis.


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Health Parasites & vaccinations Animals accepted into shelter for adoption treated for internal and external parasites and vaccinated. Quarantine Animals placed in quarantine for 14 days and monitored for signs of disease/ behavioural problems.

Quarantine protocol: - no public access - animal should not come into contact with other animals If animal develops symptoms after quarantine period, referred to vet or transferred to isolation. Note: in March 2011 Miami Dade Animal Shelter closed due to a distemper outbreak – this outbreak might have been prevented if puppies/ dogs were vaccinated on arrival and placed in quarantine/ isolation area with correct protocols used.


Health - cont’d. Quarantine - cont’d.

Foot baths used on entering quarantine.

Shelter design: - flow of the shelter must be considered when it comes to quarantine; - area must be away from general public access; - grassy areas look nice, however, paved runs are easier to keep clean and disease free.

Kennels should have clearly marked signs to advise the public on the risks of cross contamination by handling animals Note: there will always be a chance for an outbreak of one disease or another in an environment with large numbers of animals, but following health/ quarantine protocols closely helps to reduce the risk.


Exercise Animals need to have access to exercise – this is important for their physical and mental health. Shelters should where possible have a run that will allow dogs to socialize and get much needed exercise. Dog walkers could be used where there is no access to runs. Ideally, kennels should have an area that can open on to a run/ open space.

Enrichment Enrichment plays a huge part in helping your animal adjust to shelter life: - helps to make the transition from shelter to home Using socialization/ play/ toys/ engaging environment to: - re-enforce good behaviour/ stop boredom/ fear/ destructiveness - remain well adjusted while at shelter. Try to place cattery away from “barking” dog kennels.


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  Relinquishment Process

GENERAL RELINQUISHMENT HUMANE EUTHANASIA

ADOPTABILITY CRITERIA

TEMP HOLDING AREA INITIAL ASSESSMENT (Enrichment practices)

QUARANTINE ADOPTION AREA ADOPTION (Parasite treatment & Vaccination) (Monitoring and assessment)

Forms / data collection / Protocols

  Develop written criteria to guide the processing of animals as they enter the facility. Criteria may be based on intake/ inflow into shelter, size of shelter, whether or not euthanasia is practiced, rate of adoptions, re-homing potential of animal, available resources.

  Necessary to maintain a degree of flexibility based on circumstances.

  Forms – legal aspect – relinquishment forms

  Criteria to determine fate of animal

  Form if animal is kept / not – computer database / Importance of Statistics for information on animal shelter intake / funding etc.


Forms used in process

NOTE: DISCLAIMER ON THE BACK THAT RELATES TO PROCESS.

Kennel cards have picture ID of the animal ensuring animal/ card “match”

– this avoids problems such the wrong name going on the request forms.



Initial health check

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  Adoption Process

NOT APPROVED

ADOPTION AREA

(Monitoring & Assessment) PUBLIC VISIT ADOPTION REQUEST HOME CHECK (DOGS ONLY)

(Enrichment) (FORM COMPLETED)

APPROVED (ADOPTION FORM

ANIMAL SPAYED/ NEUTERED COMPLETED)

ADOPTED ANIMAL LEAVES WITH

COLLAR / TAG

  Forms – legal aspect – adoption forms INFO SHEET GIVEN

  Data entry of numbered collar / computer database / Importance of Statistics for information on animal shelter adoptions/ funding etc.

  Cat adoptions – no home check – questions are asked to determine if home is suitable

  YOU NEED TO CHARGE/ ASK FOR A DONATION FOR AN ANIMAL – IF THERE IS NO COST TO ADOPTION, LITTLE VALUE IS PLACED ON ANIMAL!



NOTE: ALL FORMS HAVE A DISCLAIMER ON THE BACK THAT RELATES TO PROCESS.

Coralline

Adoption Adoptability criteria Most dogs can be re-homed – how long the process will take and how you operate will influence your decision. T.T.S.P.C.A. uses adoptability criteria based on years of experience and data collection, we ask the question “Can the animal be re-homed quickly and easily”?

Animals with a good chance: known breeds/ mixes of these dogs/ small/ large dogs/ puppies/ pretty/ outgoing personalities/ watch potential/ dogs that get on well with dogs/ cats/ children etc.

Animals with less of a good chance: plain adult/ puppies (common plain female) shy/ barkers/ biters/ destructive/ diggers/ older animals/ sick animal/ animals with special needs/ skin issues aggressive to animals and people.

CATS : Much of the above applies to cats too. Remember to be flexible – there will be cases that you go above and beyond for, but that might have to be the exception rather than the rule.


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Some of our exceptions – before & after

Clover

William Bella


Going to “forever homes”

Marketing your shelter to improve adoptions

How you market your shelter/ and your animals will also have an effect on adoption rates.

Get the message out to the public on services offered via advertising. Show the value that you place on your shelter animals - adopters are getting an animal that you care about;

- let them know the costs incurred by the shelter, vaccinations, neuters, food costs etc.

Avoid overcrowding - it is better to show a few healthy dogs than large numbers of dogs crowded into kennels.

Promote the fact your animals are spayed/ neutered. Enhance shelter surroundings so that visitors enjoy the experience. Ensure that the food/ care used enhances the appearance of the animal.


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  Rescue Process / make simple RESCUE CALL OFFICE STAFF TAKE INFO.

STAFF / VOLUNTEER SENT OUT

RESCUE HANDLED

INJURED / STRAY DYING LOST

VET CHECK EUTHANISED KENNEL STAFF TREAT FOR PARASITES ETC.

EUTHANISED TREATED & KENNELED KENNELED

  Info entered in lost and found book – picture taken and circulated on FB/Email listing

  Animal kept for four weeks or until united with owner – after four week period animal assessed using criteria then processed



Rescues – happy endings

Facts and figures Statistics

Statistical data : - provides information to government/ International agencies;

- supports your case for up-dates in legislation/ funding/ public awareness on various issues;

- can be included in literature to inform the public.

Data collected on relinquishments, adoptions etc. over the years help to show trends e.g.: - monthly variations in adoption rates/ type of animals/ numbers relinquished and why;

- when to expect large numbers of kittens/ puppies/ seasons etc.

Note: currently the main branch of the T.T.S.P.C.A. receives approximately 8000 animals per year.


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Facts and figures - cont’d. Finances There must be transparency/ accountability in your finances. A receipt should be given for all money received by shelter and entered into daily records. Income and expense reports should be available for monthly review. Accounts should be audited annually, this is particularly important if you seek: - to work with government/ International agencies;

- funding, as most people will want to make sure that their donations are being used well.

Accounts should be presented/ sent to members at your AGM.


Generating income Charging for services will depend on how your shelter is funded e.g. Government subventions, privately etc. Some shelters apply a charge for taking in animals, others don’t. What you charge or whether you request a donation will be determined by your financial requirements. You can however supplement your income by choosing to add some of the following services: Pet shop Having a pet shop can bring in extra income by supplying visitors to the shelter with animal products. Note: sending out your shelter animal with bowls, food, cat litter etc.

will help make the new owners first days with their pet far easier.

Bathing & grooming Offering these services to the public brings in funds, it also keeps them coming back, giving you an opportunity to “showcase” your shelter on a regular basis – this could lead to volunteers and even donations.


Generating income - cont’d. Humane trap rentals Rescue equipment available for rental: - brings in income;

- gives general public the opportunity to help shelters with rescues.

Person shown how to use equipment safely Deposit taken in the event that the item “goes missing”. Relevant forms used for rental. Animal transport service Shelter vehicle can offer transport service to the public.

Contract services Depending on the capability of your shelter, you might be able to accommodate agencies that wish to “out-source” it’s animal handling services eg.: T.T.S.P.C.A. receives feral cats from local pest control agency for a fee/ cats are put up for adoption if criteria is met.


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Generating income - cont’d. Fundraising Hold fundraising events - garage sales/ movie premiers etc. Annual items – like calendars produced for sale. Note pads/ T-shirts – second hand books/ DVD’s and other promotional products can be sold at the shelter on a regular basis. Donation tins placed in locations provide regular income - sign off sheet needed for delivery and collection/ tins should be numbered. Note: remember to ALWAYS say thank you for your donations – send cards and let sponsors/ donors know what you did with their money.


Working programs Adoption Drives Foster program Public awareness & media outreach

PROGRAMS & PROJECTS

Working programs Adoption drives

Promoting adoption through special events Hold adoption drives at shelters/ malls/ dog shows. Partner up with animal feed companies to cover costs. Note: T.T.S.P.C.A. in partnership with Pedigree hold adoption days.

Use media ( TV/ radio/ newspapers/ FB/ web/ e-mails to promote shelter/ special animal/ events.

Foster programs Foster program supports cases of young animals and those needing special care, also potential adopters that might have concerns (trial run before committing). Develop foster family list/ train foster family. Call out foster family when case arises/ foster care form completed / animal sent out with relevant info. to foster family.

PROGRAMS & PROJECTS

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Working programs - cont’d. Public awareness & media outreach Market your product!! Getting the message out to the public via public awareness could prove key to your shelter being a success or failure. Use local media/ faces/ celebrities to “spread the word” about your shelter: - ensure you are “in control” of information that leaves the shelter, have one person that handles all media/ comments/ interviews.

Where possible engage the services of a PR professional. Produce literature for public outreach programs - approach local advertising firms for their support: - brand recognition is important – highlight your shelter by placing your logo on everything that is produced for the event/ program. Note: a local show on TV (Dreevay) promotes one T.T.S.P.C.A. shelter animal per week and promotes volunteering at the shelter.

PROGRAMS & PROJECTS

PROGRAMS & PROJECTS Adoption drive and “Dreevay” TV show pics.

PROGRAMS & PROJECTS Outreach - Public awareness pics.!

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Boarding services In-house spay/neuter clinic Animal control & pound services Collaboration Cruelty investigation Conclusion

SPECIAL PROGRAMS

Boarding services Offering boarding services adds income to your shelter, however, it comes with a new set of issues to consider: - health, safety and security of owned pet placing additional work on staff.

Use forms to safe guard not only your shelter, but the safety of your boarder. Owners should provide you with: - health card/ proof of up-to-date vaccinations, parasite treatment; - information about social behaviour;

- emergency numbers/ picture of animal.

You should have: - disclaimer signed by the owner agreeing to terms of boarding;

- a checklist for staff so there is no ambiguity about service offered; - kennel card with picture ID in a visibly different colour.

Note: boarding area locked off to general public - boarders should not be handled by volunteers for walking etc./ shelter should clean boarding area first / bath animal prior to pick up by owner.

SPECIAL PROGRAMS

In-house spay / neuter clinic Low cost spay/ neuter clinic based at shelter: - generates income;

- only concentrates on spay/ neuter surgeries;

- helps ensure mandatory spay/ neuter of all adopted animals;

- promotes spay/ neuter to persons giving up litters of puppies/ kittens;

- promotes spay/ neuter to persons with too many animals from over-breeding;

- allows you to offer low cost spay/neuters.

Note: the T.T.S.P.C.A. operates low cost spay/ neuter clinic with regular spay specials/ runs rural spay programs.

SPECIAL PROGRAMS

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SPECIAL PROGRAMS In-house spay/neuter clinic/ rural spay clinic using in-house Vet.

Note: all forms accompany animal throughout the process

Data kept for all surgeries and a surgical release form

Completed by client. Owners leave with “post Op.” instructions.

Animal control & pound services Working with the municipal corporations promotes a humane approach to stray animal management/ builds a good relationship with Local Government/ might lead to financial support.

Be aware that this involves more work for staff and increases euthanasia rate.

Quarantine/ health issues Animals are cared for humanely over the mandatory period/ if criteria is met they are put up for adoption after 20 days in quarantine – these cages cleaned after general quarantine area.

Note: the T.T.S.P.C.A.‘s main shelter - assists the canine control unit by sourcing humane catching equipment/ takes in strays from four corporations - the Corporation is charged a handling fee.

SPECIAL PROGRAMS

Collaboration Operating a shelter utilizes most of the funds and energy of its management, collaborating helps to cut costs and get the programs/ projects needed to keep your shelter evolving.

The T.T.S.P.C.A . collaborates with the Animal Welfare Network (A.W.N.) on: an information centre/ school programs/ cruelty investigations/ participates in A.W.N. Spay Week/ collaborates with government and international agencies such as H.S.I. and W.S.P.A. on various issues.

Note: the Tobago T.T.S.P.C.A. branch holds annual free spay community clinics with the assistance of H.S.I.

SPECIAL PROGRAMS

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SPECIAL PROGRAMS Collaboration

Cruelty investigation The T.T.S.P.C.A . and The Animal Welfare Network (A.W.N.) collaborate on cruelty investigations with the help of the Police. Reports made to the shelter by the public. Cases investigated. Data entered for each case.

In matters relating to equine rescue, both organisations collaborate an equine group comprised of local riding schools and those in the equine field.

SPECIAL PROGRAMS

SPECIAL PROGRAMS Cruelty investigations

Note: When reporting on cruelty cases it is very important to have all data collected and filed in the event of prosecution – Photographs of the animal/ condition should also be kept.

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Final Thoughts

Operating a shelter In order to operate a well run shelter you should have: - strategic plans (encompassing long term goals, budgets etc./ collaboration with other NGO’s for programs) for your shelter to evolve;

- protocols for the smooth running of daily operations;

- an attractive place where persons interested in animal welfare can meet with a good volunteer program and well trained efficient staff.

Shelter related activities such as adoption, spay neuter programs, and good animal care practices can be used as tools to inform and educate the public through ongoing awareness programs.

Operating a shelter is hard work, there’s no doubt about it, but; it can also be the most fulfilling job you have ever done!

CONCLUSION

Thank you!

SHELTER MANAGEMENT - Humane Society International · 3/30/11 1 SHELTER MANAGEMENT Caribbean Animal...

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