Guest care module

Guest care and adoption assistant learning module

Guest care requirements

#1: The team member must be experienced.

Any team member who wants to show a pet to a potential forever family should have extensive experience in dealing with the animals. This includes dog walking and cat socialization.

Prerequisite for guest assistance for employees:

Employees must have completed the training portion of their position and be approved by the Operations Manager to be an Adoption Specialist.

Prerequisite for guest assistance for volunteers:

• Volunteer must have the dog or cat sticker on their name tag (whichever animal that they are going to show or assist with a showing)

• Volunteer must have the Guest Care icon on their name tag to assist with guests

• Volunteer must have the Adoption Specialist icon on their name tag to show an animal to a guest independently

• Volunteer must be at least 18 years of age to be an Adoption Specialist and to show an animal independently.

Let the name tag be your guide.

Our volunteer name tags have graphics on them that tell our team members and the public what the volunteer is qualified to do. The icons are earned through education and experience in a particular shelter function.

#2: The team member must be comfortable with the animals that they are showing.

Only a recognized Adoption Specialist can show an animal independently.

A team member who wants to show a dog must be comfortable walking the dogs and dealing with their behaviors. Cats, too, need an understanding team member to successfully complete an adoption.

If you are uncomfortable with showing a particular animal, please seek the advice and guidance of a supervisor.

Safety is the top priority. If you are uncomfortable with an animal or not qualified, the animal will be uncomfortable with you, and then no one will be safe. Be sure you are comfortable with the animal you are showing.

#3: The team member must be patient and willing to professionally work with the public.

The successful assistant or specialist will need to be patient, ask questions from a script and listen to the guest. You must be willing to explain thoroughly.

Sometimes a certain animal is not appropriate for a certain family; the team member must be able to respond to survey questions with either appropriate answers or follow up questions.

The guests: upon arrival

Guests arriving to look at animals (viewing animals while inside their kennels) are asked to sign in prior to going back to the viewing areas. The sign in book is on the right hand side of the main doors as you are looking from the lobby to outside. The guest may then proceed to the public areas (cat rooms A and B and kennel A) and look at the adoptable pets.

If the guest decides that an animal is of interest to them and they would like to visit with them outside of the kennel to see if they are a good fit for their family, the following procedure begins.

The Process: M.A.P.

Follow the M.A.P. to successful guest care.

Step 1: Meet the people
Step 2: Ask the questions from the survey and respond with appropriate follow ups
Step 3: Process the adoption paperwork

Step 1: Meet the People (Guest evaluation survey)

We have an open and flexible adoption policy but we want to do our best to ensure that an animal will be going to their forever home. When a guest arrives to look for a pet, the team member needs to complete some tasks before taking the guests to meet an animal.

Osceola County Animal Services has instituted adoption surveys that must be completed prior to the showing of any animal. These surveys are located on clipboards behind the clerk's desk in the lobby.

All questions must be answered and follow up questions posed by the team member assisting. Below are  examples of follow-up questions. Both the cat and dog surveys contain a number of the same questions. The most important questions have been addressed here.

The three lines at the bottom of the page are for time stamps, entered by the adoption specialist to track the length of time an adoption takes. These must be completed as follows:

• First line: Time potential adopter filled out the form and gave to front desk (front desk enters time and calls for showing)

• Second line: Time the potential adopter receives assistance at the front (staff or volunteer enters time they pick them up)

• Third line: Time the showing is completed and return to the front (staff or volunteer enters time they return to the front)

This data is vital and must be accurate. The team member completing the showing must place their initials in "Staff Initials".

Follow up questions

Question: Do you own or rent?

If the property is a rental (home or apartment), ask "Will your landlord allow you to keep a (cat/dog) ?"

• Some landlords do not allow certain pets (large dogs, Pit Bulls, etc) and some allow no pets at all.

• Some home owners' insurance companies will not cover homes if certain dog breeds are on the premises.

It is vital that the potential adopter know the above prior to completing the adoption. Let them call to be sure, if necessary. The adoption fee will not be refunded if the landlord, after the adoption, says that the tenant cannot have the animal.

Question: Have you lived with a (cat/dog) before?

If the answer is no, the specialist can explain the commitment, including medical, food and other expenses, as well as time.

If the answer is yes, this will open up an opportunity for a dialog about their past pet experiences.

Question: Do you currently own a (dog/cat)?

Here the specialist can probe to find out if the potential adopter is sure that a new animal will interact well with their current animal or animals.

For example: has the dog been around a cat? Has the cat interacted with another cat in your home?

Question: Do you have children in the household?

This is big. Certain animals are recommended for certain families, based on the animal's temperament. Those observations are available on the kennel card, as well as other recommendations.

A family with a very young child may not, for example, be happy with a senior dog that would not like to be hugged by little ones. Likewise, a cat who is solitary may not be pleased with being handled a great deal.

Question: Are you comfortable doing training with your new dog?

Someone who is either not comfortable or does not have time to train a dog should be discouraged, for example, from getting a puppy, as they often require patience and a great deal of time to properly train. That person may want to look at an adult dog or perhaps a cat that may no require the time commitment.

Question: Are you financially capable and prepared to provide medical treatment?

Animal Services does not provide medical treatment for animals not in our direct care, so the burden falls to the new owner once the animal leaves the shelter. That care will begin within a short time after the animal leaves the shelter as the animal will need to be examined by an outside vet.

As all animal care, including medical, food and other expenses can be high, the adopter needs to be sure that they can care for the animal without causing an undue burden on their family or themselves.

Guest Response: "I do not have time for this".

These surveys are an integral part of the adoption procedure and are not optional.

If the guest does not have the time to complete the survey, they are welcome to return when time is available. As much as we would like the public to enjoy interacting with our pets, we cannot accommodate people who just want to pet a dog or cat. Both staff and volunteer time is already stretched thin and our mission is to adopt out the animals in our care.

Team member: At this time, gather the animal's information.

• kennel card (on enclosure clip board)behavior sheet (on enclosure clip board)

• share animal information: age, history, current status (hold) be honest...

• discuss adoption fees and other expenses (adoption fee includes spay or neuter surgery, microchip, rabies and other needed vaccines; county license and tag fee)

Step 2: Acquaint the animal with the guests. Safety is the #1 priority!

All of our efforts need to be focused on the safety of the guests, staff, volunteers and animals. As members of the animal services team, we all must be aware of anything that could put one of the parties in harms way. Only staff and Adoption Specialists may show animals independently.

For example, volunteers do not take guests to the lost pet area as there are animals back there that have not been evaluated and may pose a risk to a volunteer or a guest.

Special note:

Some animal are heartworm positive (dogs) or FIV positive (cats). The Volunteer will need to explain what that means and ask the appropriate questions.

Heartworm positive dogs must be treated for heartworms. The shelter is able to offer this treatment for only $80. Typically heartworm treatment ranges between $400 and $1000.

FIV Positive cats should not be housed with healthy cats and must remain indoors. If a cat tests positive for FIV, there will be handout information included with their paperwork.

Heartworm and FIV explained

Heartworm:

Heartworm is a parasite that is transmitted by mosquitoes. The mosquitoes pick up microfilaria (baby heartworms) from an infected dog. In the mosquito, these microfilaria develop into different larval stages. When they develop to a third stage larva they can infect other dogs. (text from Best Friends Animal Society site)

Click the link below to learn more:

Heartworm explained

FIV (Feline Immunodeficiency Virus)

FIV stands for feline immunodeficiency virus. FIV typically causes a weakening of the cat’s immune system. It is the same class of virus as HIV (a lentivirus); however, only cats can get FIV. People and dogs cannot. (text from Best Friends Animal Society site)

Click the following link to learn more:

FIV explained

The kennel card

Colored text indicates status of the animal.

You cannot show animals that need rescue or that are on hold. Additionally, dogs that are classified as adopted should not be shown.

Common Sense

A volunteer must use common sense and work with a family to find an animal that fits their lifestyle. Many people use breed as an indicator of what type of pet they would like but it is important to also help educate them on the individual animal's personality, energy level, and requirements. Here are some examples:

• An elderly couple is interested in a young, energetic dog that will grow up to be 80 pounds. The kennel card says that the dog is friendly, but pulls very hard on the leash and is difficult to handle at this time. Will this be a good fit... possibly not.

• Someone tells you that they have a single, older dog that has had a problem dealing with other animals, but they want to adopt a new one now before the older animal passes away. May be a problem.

• The kennel card on the cat's cage clearly says no other pets, but the adopting couple have a small dog. Issues may lie ahead.

• We do not knowingly adopt out aggressive or dangerous animals, however, some animals, due to their observed behavior, may not be the best fit for a family with small children or some other pets. If known, this information will be on the kennel card. It is important that the volunteer reads through the animal's kennel card and information and discusses the adoption survey with the guest prior to the meet and greet with the family.

Return policy

With very limited exceptions, money will not be refunded to a guest after paying for and taking home an animal. Exceptions are for medical issues not identified at the shelter but found by the animal's veterinarian.

The reasons listed below are often given by families who return pets to the shelter.

No refund will be issued because:

• the landlord or insurer said they could not have the animal;

• the animal does not get along with other pets;

• the animal does not get along with other family members;

• after a short time, the new owner has simply changed their mind about owning the animal.

Additionally, if the new owner has changed their mind about owning the animal prior to picking it up after surgery, no refund will be issued.

All of our pets...

All of the adoptable animals at the shelter are checked by staff for diseases and vaccinated as necessary prior to being adopted out. Additionally, all adoptable pets are micro-chipped. However, new owners are required to bring the animal to their veterinarian within seven days of adoption for a complete check up.

If, after visiting the veterinarian, a serious medical issue is found in the animal, the new owner may bring the animal back to the shelter. It will be determined by staff whether a refund is warranted.

All dogs and cats leave the facility spayed or neutered. If someone is looking for an animal to breed, Osceola County Animal Services is not where they will be able to find one.

The Animal Profile...

The animal profile is a form that the previous owners fill out to give us more information on an animal. It is located on a small clipboard attached to each cage and usually behind the kennel card. This contains a wealth of information from the vet staff, the former owners (when available) and volunteer handlers.

When sharing this information with potential new owners, please stress that we cannot guarantee that any of the information, with the exception of the shot records from Osceola County Animal Services, is accurate.

It is vital to remember to state your opinions about a certain animal as opinions, not facts. If there is a question that you cannot answer, please ask one of the kennel staff members. It is important to keep in mind that you should not make promises to the potential new owners that you think may be true from your limited experience with the animal.

Where to show pets

In most cases, volunteers should show dogs in the room on the right hand side of building A as you enter it from the office area. Be sure that the gates are closed.

Another option would be the play yard out back as well as the other three play area, weather and scheduling permitting. Do not show dogs outside in front of the other dogs as the animal will be extremely distracted and unable to concentrate on the potential adopters.

Cats should be shown in cat rooms A and B. Please be sure that the door is closed and locked before showing a cat to a family. Cats should not be transported to another room. Show the cat in the room they are located.

If someone under 18 years of age is looking for a pet, they must be accompanied by a parent or guardian. We do not show animals to anyone under 18 years of age. If they look young, please ask their age before speaking with them regarding an animal.

Payment of fees

All adoptions must be paid for by cash, local check or, as of April, 2018; MasterCard, Visa and Discover credit and debit cards.

Stray hold - important stuff

Animals that come to OCAS as strays (no id, either tag or microchip) are placed on a stray hold. This will allow the owners of lost pets time to come to the shelter and claim the animal.

Animals on stray hold can be shown but they cannot be walked by most team members, operated on or leave the shelter, because the animal is not OCAS property until the end of the holding period.

Dogs (strays only)- Stray hold is three full work days, not including the day of arrival.

Dog A arrives at the shelter on Saturday.

• Sunday does not count toward the stray hold. (shelter closed),

• Monday is day 1, Tuesday is day 2, Wednesday is day 3.

Dog A can be walked, operated on or leave the shelter on Thursday.

Dogs with any type of ID (even inactive) - five day hold, not including the day of arrival.

Dog B arrives at the shelter on Friday.

• Saturday is day 1, Monday is day 2, Tuesday is day 3....

Dog B can be walked, operated on or leave the shelter on Friday.

Cats - There is no hold on stray cats

Cat C arrives on Tuesday.

Cat C can be operated on or even leave the shelter on Tuesday.

Cats with any type of ID (even inactive) - five day hold, not including the day of arrival.

Cat D arrives at the shelter on Friday.

• Saturday is day 1, Monday is day 2, Tuesday is day 3....

Cat D can be operated on or leave the shelter on Friday.

Step 3: Process and complete the adoption paperwork.

There is a great deal of paperwork required to complete an adoption. The front desk staff or an adoption specialist will always be there to take the lead through all of the steps required.

The applicant must show a drivers license or official ID to complete the process.

Medical history

The medical history will be generated by the shelter's management program when the adoption takes place. This will always have to be handled by a staff member who has access to the data and a print out is given to the adopter.

Adoption contract

This form will be generated by the attending clerk from the shelter's online management resource, Chameleon.

Red type is the area that will be filled in by the computer. The new pet owner will be given a copy of this document.

Adoption Contract Medical Statement

Needs to be signed and dated by the adopted animal's new owner. The new pet owner will be given a copy of this document upon completion of the adoption.

Adopted/RTO

Surgery Scheduling Sheet

If an animal up for adoption needs surgery, please follow the guidelines below for scheduling the surgery:

1. If the animal is a stray dog, the three business day waiting period for dogs or five day period for any animal with id, whether active or inactive.

2. Surgery is scheduled on a points system and on days that the veterinarian is performing surgery. The system is explained below.

3. The animal identification number is a letter followed by six digits and it appears on the kennel card. It is vital that this number be correct on the surgery schedule.

Surgery points system

Each animal is assigned a number of surgery points based on its size and surgical needs. That number is written typically at the top of the kennel card or you can use the chart below to determine the number for yourself.

On the appropriate day (see #1 above), write the animal's assigned identification number (not name or cage number) on the schedule sheet, which is located on the counter behind the reception desk. Also include the points that the surgery will be worth, circling that number and place your initials next to it.

Each day the vet staff will handle up to ten points worth of surgeries. If scheduling an animal's surgery on a certain day will put the vet suite past 12 points, the procedure must be moved to the next available day.

The surgery schedule

The surgery schedule can be found on the counter between the two clerk's stations at the front reception desk.

The animal's id number must be written on the appropriate day followed by the surgery points circled. The team member scheduling should initial each entry. Remember, only 12 points can be scheduled for each day.

Receipt - will be printed by a staff member and stamped "original".

The adopter must have the receipt to prove that they paid for the animal. It is required to pick the animal up after surgery and also to show Petsmart for the coupon book and discounts with our partnership.

Who can help?

Your experts are the staff, particularly those seated behind the reception desk. They will help you if need be. If you do not know the answer to a question, ask; do not guess.

Additionally, an experienced volunteer that is an adoption specialist can walk you through this process.

If you become uncomfortable...

If you are uncomfortable with a guest due to their behavior toward you or the animals or believe that they would not be a good match for an animal, please refer to a staff member immediately. Volunteers do not need to deal with angry patrons if they do not want to.

Your demeanor

As the public face of Osceola County Animal Services, you are often one of the people that a guest will remember when they leave the facility. We all want that memory to be a positive one for all of the parties involved. We expect all team members to be positive and upbeat with the visitors.

If you are, for whatever reason, feeling like you should not deal with guests on a particular day, don't. There are others who can handle the guests if you do not feel up to it.

Online resources

Animal Services has a number of online resources to help our citizens find the pet that they are looking for.

Main website: www.osceolacountypets.com

Facebook site: www.facebook.com/OsceolaCountyAnimalServices

Instagram: https://www.instagram.com/osceolacountyanimalservices/

Petfinder: petfinder.com/pet-search?shelterid=FL312

Adopt a pet: https://www.adoptapet.com/adoption_rescue/86972-osceola-county-animal-services-st-cloud-florida#featured

Offsite pet locations

We often send pets to local retailers and special events for adoption. Currently, our participating retail partners are:

• Petsmart between Kissimmee and St Cloud

• Kissimmee Valley Feed & Ranch Supply, 13th St, in St Cloud

Word of caution on adoption fee:

Each store may charge a different fee for a dog or cat; that is their decision.

The prices at the stores may be different from those charged at the shelter. Additionally, specials at the shelter are not always extended to the local stores.

It is recommended that those interested in adopting one of our animals at an offsite location call to find out their policies and prices.

Review

1. All guests must sign in by the front door prior to viewing any animals. The adoption process does not begin unless the guest expresses interest in adopting an animal and after they have completed a short adoption survey at the front desk.

2. To conduct adoptions, you must be experienced, comfortable and patient. You must have the smile - face sticker on your name tag to assist an adoption specialist or staff member and a star sticker to independently complete the adoption showing and paperwork process. Only a staff member can print the additional paperwork needed for the process.

3. Meet the guest and complete the adoption survey. Talk to the guest, ask questions then follow up; help them decide on the best pet for their circumstances, including family, where they live and how a new pet would effect their lives. Before showing an animal outside of their kennel to a guest, they must have a completed adoption survey.

4. Acquaint the animal with the guest: Note the time on the adoption survey when you pick up the guest for a showing. Show dogs in the show room in building A only and cats in cat rooms A, B and the front cat show room. During the showing, observe how the possible new owners and the animal get along. It is your responsibility to keep everyone involved in the showing safe. Do not leave guests unattended with animals.

5. Process the adoption paperwork: Bring the adoption survey to the front desk regardless if they decide to adopt. If they are not adopting the animal, place the completed survey with then end time of the showing in the appropriate basket behind the front desk. If they are adopting the animal, review the paperwork with the adopting families, along with their new responsibilities. It is important to stress that much of the information on the kennel card, with the exception of shot records, is opinion, not fact. Remember the waiting period to adopt out stray dogs is three full business days. For stray animals that come in to the shelter with any type of id, the hold is five business days for both dogs and cats. Animals marked RTG are ready to go that day.

6. If you become uncomfortable dealing with a guest, let a staff member take over. This is particularly true if you believe that there will be a problem with the placement. Please speak up if you believe that this will be the case.

7. Be sure that you really want to deal with guests on a particular day. If not, hand the guest over to a staff member or another qualified volunteer.

8. The safety of our guests, team members and animals is our number one priority.

9. Our pets are also available at local business partner outlets, but adoption fees may be different.

10. Review of vet surgery points chart - please note kitten surgery points.

Questions:

Choose the most correct answer for each of the following questions