adoption counselor team – onsite/dogs training class v5 120428a

Adoption Counselor Team – Onsite/DogsTraining Class

V5 120428a

I believe in animal rights, and high among them is the right to the gentle stroke of a human hand. -- Robert Brault

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HSWC’s Essential Purpose

• 50% of the Job: Save Lives

• Every dog or cat that is adopted saves 2 lives

• The life of the adopted animal

• The life of another animal in a Kill shelter that can now be moved to HSWC

• 50% of the Job: Make Lives Better

• The life of the dog or cat• The life of the adopter• The lives of the staff and

volunteers at HSWC• The lives in the community

Providing “the gentle stroke of a human hand.”

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Advocate and Improve

• Achieve HSWC Adoption Goals

• Help to Lower Adoption Returns and Later Owner Surrenders

• Support HSWC Financial Goals

• Promote HSWC

• Improve HSWC

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S

Traditional Dog Volunteer Groups/Tasks

Kennel Workers

•Clean Kennels•Feed/Water•Laundry•Wash Bowls

Puppy Playmates

•Socialize Puppies

Talent Agents

•Take and Upload Photographs

•Write Biographies

Adoption Counselors

•Consult with Potential Adopters

•Approve Adoption Applications

Canine Coaches

•Behavioral Training for “Problem” Dogs

•Basic Training for Other Dogs

•Dog Walking and Socialization

Showman

•Adoption Counseling at Offsite Events

Volunteer Groups

Data Integrity

• Kennel Cards• PetPoint

Database

Kennel Safety

• Policy Enforcement for Volunteers & Guests

Kennel Based Promotions

• Featuring a Specific Dog

• Kennel Signs• Additional

Information

Long Term Residents

• Programs to Get Them a Home

Kennel Improvements

• Repairs• Additions

(Computers, Furniture, etc.)

Other Activities (Not Formalized)

AnimalCareStaff

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SThe Dogs’ Advocate -- The right home: safe, secure, respectful, loving, forever

New Dog Volunteer Groups/Tasks

Kennel Workers

•Clean Kennels•Feed/Water•Laundry•Wash Bowls

Puppy Playmates

•Socialize Puppies

Talent Agents

•Take and Upload Photographs

•Write Biographies

Adoption Counselors

•Consult with Potential Adopters

•Approve/Reject Adoption Applications

•Basic Training for Other Dogs

•Dog Walking and Socialization

ACT- Offsite/Dogs

•Adoption Counseling at Offsite Events

Volunteer Groups

Data Integrity

• Kennel Cards• PetPoint

Database

Kennel Safety

• Policy Enforcement for Volunteers & Guests

Kennel Based Promotions

• Featuring a Specific Dog

• Kennel Signs• Additional

Information

Long Term Residents

• Programs to Get Them a Home

Kennel Improvements

• Repairs• Additions

(Computers, Furniture, etc.)

Other Activities (Not Formalized)

ACT- Onsite/Dogs

Behavioral Training Team

•Behavioral Training for Dogs as Determined by BH Team

AnimalCareStaff

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The Adoption Process: Prepare

• At home or at HSWC

• Check for new dogs on the HSWC website

• Check the ACT News page

• Meet the dogs that are new

• Walk an old friend

• Visit your “Adopt My Buddy” dogs

• Check PetPoint data if you have a question about a specific dog

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The Adoption Process: Greet

• Greet every visitor as soon as possible• Introduce yourself

• Thank them for coming to HSWC

• Be friendly

• Be professional

• Be interested in what they need –

• Listen to them

• Ask follow up questions

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The Adoption Process: Meet the Dogs

• Advocate – Inform/Advise – Listen• Be interested in what they

want/need • Ask follow up questions

• Talking Points• The Dogs

• Feature strengths• Disclose weaknesses

• Animal Welfare Organizations Overview

• No Kill – 10%/1%• Public/Private/Non-Profit• Open Admissions/Limited

Intake• Where Does HSWC Fit?

• History• Differentiating HSWC

• 1%• Private• Intake Area• Recent Statistics

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The Adoption Process: Meet the Dogs• Advocate –

Inform/Advise – Listen

• Talking Points• The Dogs• Animal Welfare

Organizations• HSWC

• Listen to what the client is saying

• Ask what they know about specific breeds, etc.• Ask about their current and past dogs• Let them talk

• Do not state your prejudices about breeds, sizes, etc.

• Remember, most rescue dogs are mixed breed and their characteristics are not necessarily matched to their looks

• And, dogs simply vary even within breeds

• Use facts or preface statements with disclaimers about your answer being your opinion

• Do not push your favorite dog unless it is appropriate to the client’s wants/needs

• Answer the client’s questions and get them an answer if you don’t know

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• Ask open questions that cannot be Yes/No answered

• Don’t ask: “Do you have a dog now?”• Do ask: “What kind of pets have you had?” “What kind do

you have now?”

• Let them ramble, take pauses and start talking again, etc.

• Remember, you are trying to get to know them – Let them tell you things. If they talk long enough, they may tell you things that they would not say on the application.

• Let the kids talk – They will get to the embarrassing stuff faster than the parent

• Don’t preach

• Don’ make decisions for the client

• The fact that they came in wanting a 50 pound, pack toting, mountain dog does not mean that they will not fall in love with a 4 pound Chihuahua

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• Make sure your facts are right• When you pick it up, is the Kennel Card “Female” really a

Female? (Fix the Kennel Card later.)• Use the little bit of the dog’s history you know –

• This dog came from a shelter in…• Remember the 50% Rule

• The adopter is making the dog’s life better – Let them know this• Show off the dog

• Feature housebroken (if you are sure)• Does it sit on command• Suggest a walk and /or Meet & Greet area session so they can

get to know the dog • Give them some alone time with the dog (but pay attention)• Does it chase a ball• Let the client give the dog snacks, get it to sit…

• If the dog is small enough, carry it out of the Paw Pad• It (and the other dogs) may be less crazy than if it walks by

cages with dogs in them• Always express any issues with the dog after the client has

gotten to know it a little. Don’t start with negatives. (Unless it is critical – bites, dislikes kids, etc.)

Say what they would

say if they could talk.

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• Public Shelters: funded by governmental entities• Often Open Admission: required to take strays from public and

Animal Control• Local examples:

• Williamson County Regional Animal Center (Wilco)• Georgetown Animal Shelter• Austin Animal Center

• Private Shelters: funded by donations, adoption fees, grants• Often Limited Intake: No responsibility to take strays• Local examples

• Humane Society of Williamson County• Central Texas ASPCA• Austin Humane Society• Austin Pets Alive!

• Kill Shelters – No restrictions• State Law (California Only) does not restrict euthanization of animals that

• are eight weeks of age or younger• have signs of a behavioral or temperamental defect• could pose a health or safety risk• have manifested signs of disease, injury, or congenital or hereditary condition

• 10% Shelters - Up to 10% of the animals may be killed for health, space, behavioral or other reasons.

• 1% Shelter – euthanizes animals when they are suffering from unrecoverable health issue or for extreme uncorrectable behavioral issues

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• The dogs and cats• 70% of our animals come from shelters who are either

Kill shelters or 10% shelters• Remaining animals are puppy mill, hoarder, breeder

rescues, from other rescue organizations, and a few owner surrenders

• HSWC is a 1% shelter

• Private – No government money

• Length of service• Founded in 1979• 1999 moved to current location• 2007 implemented No Kill model

• Services • Quality adoptions• Low cost spay/neuter services• Low cost vaccination services• Pet retention counseling

Goodtalkingpoints

Good informationTo give the person

Who adopts

2011 Statistics:2,281 adoptions processed

18 animals euthanized

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More Good Talking Points - Recent Intakes

• Shelters taken from in 2011• Austin• Bastrop County • Buchanan Dam• Copperas Cove• Brownwood • Georgetown (city shelter)• Georgetown (county shelter)• Granger• Harker Heights • Killeen• Lago Vista • Lampasas• Marble Falls AC • Pflugerville• San Marcos• Taylor

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More Good Talking Points - What Does the Adoption Fee Include?

• Spaying or Neutering

• Heartworm Screening

• Initial Vaccinations• A Voucher for Rabies Vaccination at our clinic will be

issued if a puppy is too young to be vaccinated

• Deworming

• Medical Records while at HSWC

• Implanted Microchip and Microchip Registration

• 30 Days of Free Pet Health Insurance from ShelterCare

• Slip leash

• One bag of dog food (usually Science Diet)

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The Adoption Process: Meet & Greet

• The dog meets other members of the household

• Any one living in the house

• The dog meets other household dogs

• 1. Complete the Dog Introduction Release Agreement

• 2. On leash meeting• You control our dog• The client controls their dog

• 3. Off leash only in Meet & Greet rooms or field

• Do a cat test

• Coordinate with cat experts in the office

• Don’t go into the office until you know the path is safe

• Keep the dog on a leash

Don’t forget the Dog Introduction Release Agreement

for Dog Meet & Greets.

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The Adoption Process: Application

• Have the potential adopter fill out the Adoption Application

• Front and Back of form

• Review the form completely

• Ask questions• Make notes on the application

• This is Level 1 of the Adoption Counseling task

For more information, see the HSWC Adoption and

Adoption Counselor Team FAQs.

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The Adoption Process: Who Is Allowed to Adopt?

•The primary caretaker must be the adult in the house and must be at least 19 years old.

•The primary caretaker must be physically and financially able to care for the dog and provide for its basic needs including food, water, medical care, and exercise.

•The Adopter must have a residence that is appropriate for the dog they want to adopt.

•The Adopter must have a residence where the dog is allowed to live.

•The Adopter must fill out a complete Adoption Application, and that application must be approved by the proper HSWC personnel (an ACT member or HSWC staff).

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The Adoption Process: Are Any People Immediately Denied an Adoption?

• We will not knowingly adopt an animal to a person who -

• Has a documented history of animal abuse or neglect

• Will use the animal for experimentation, cult rites, blood sports, or food purposes

• Will confine a dog by a chain for extended periods of time

• Has repeatedly violated animal control laws

• Appears to be under the influence of drugs/alcohol

• We also do not approve adoptions -

• If they intend to house a puppy or a small breed dog outside

• Puppies that grow into large dogs can be outside after they have grown

• Of two or more puppies of approximately the same age to one adopter

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The Adoption Process: Frequent Questions

• Holds• 3 Types

• Medical• Courtesy 1 hour (to setup Meet & Greet only)• Paid 1 day

• Gifts (Requires management approval)• Gift adoptions are allowed if the recipient has met and welcomes the dog

and associated responsibilities. It is also possible to adopt a dog as a gift under the Foster to Adopt program.

• Foster-to-Adopt (Requires management approval)• We do not allow a potential adopter to “test drive” a dog by using the Foster

to Adopt Approach• Allowed in very specific circumstances

• The dog has been at the shelter longer then 3 months.• The dog has been at the shelter less than 3 months and has

• behavioral issues that would likely improve with time away from the shelter and socialization

• Or, medical issues• Qualifying medical issues are such things as pending heartworm

treatment

For more information on each of these topics, see the

HSWC Adoption and Adoption Counselor Team FAQs.

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The Adoption Process: Review & Make Decision• Decide to Approve or Deny

• This is Level 2 of the Adoption Counseling task

• If you are not comfortable pass this to an ACT shift Lead or a Staff member

• If approved, fill in dog details, waiver, & microchip information on the application

• If you decide to deny• Collect your reasons• Discuss it first with the ACT

shift Lead or a Staff member• You may want to have the

ACT shift Lead and/or Staff member join you in discussing the denial with the client

• With the client• State your reasons• Do not argue • Remain professional

Not all adopters (or dogs) are perfect. Look for ways to approve an adoption rather than just for reasons to deny it

Remember, every dog deserves a safe, secure, forever

home with people who will respect and love him/her

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The Adoption Process: Close

• The contract and payment step occurs in the office

• Get their free bag of food• Walk with the client to the

office if possible• Introduce them to the office

staff if there is not a line, or find them a place to sit if there is a line (and a chair)

• If there are possible issues in their application, advocate for them with Staff/Management

• Thank them• Ask them to post pictures on

our Facebook page• Thank the dog and say

goodbye• Thank them again if you see

them later in the parking lot

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The Adoption Process: Follow-up

• Keep in mind that you are the face of HSWC to the Adopter

• Call them at

• 3 days• 3 weeks• 3 months

• Ask how the dog is doing• If they are having any

problems, suggest solutions • Thank them again for adopting

at HSWC

Note: The Follow-up program is not yet implemented. Please “Stay Tuned”.

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HSWC Adoption Procedures

• After the adoption is finalized

• Ask the client to come out and ring the “Forever Home” Bell

• Everyone at HSWC will know that another dog or cat is going home.

Coming Soon!

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The ACT “Sales” Approach

• “Sales” – not the best word to use when dealing with dogs and cats (The residents of HSWC are NOT products.)

• But, techniques used by professional sales people can help us help dogs find forever homes

• Good Techniques• Greet, Friendly, Professional• “Smile in the mirror”• Knowledgeable• Ask open questions• Attentive listening• Follow-up questions

• A clean, well-lighted, colorful, interesting place• Good products

It is easy to sell if you know that you have a product worth selling!

It is easy to sell if you have a buyer wanting to buy!

When the client picks (or falls in love with the dog) – and sometimes it is the dog that seems to pick the client – sales becomes the formal/fun conclusion of the process.

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The ACT “Sales” Approach

So, if I am a sales person where is my commission check?

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ACT Priorities• Safety

• Teach and Enforce the Policies for Volunteers & Guests• Customer Service

• Greet Clients• Answer Questions

• Adoptions• Help with Dogs• Answer Questions• Meet & Greet• Application• Approve/Deny

• Specializations• “Sales” Tools

• Kennel Cards• Data Integrity• Photos• Bios

• Dogs• Socialization• Training• Adopt My Buddy

• Improvements

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Keep Everyone (Dogs and People) Safe

• Children under 16 (Volunteers and Guests)• Guests must stay with parents • Volunteers must stay with parents but may be parent’s runner and

work on specific parent directed projects• Parents must be in total control of leashes during dog walking• Cannot enter kennels or get dogs out• No running, teasing dogs, etc.

• Guests• Cannot enter kennels or get dogs out of kennels (including puppies in

the puppy pens)• Cannot let a dog off-leash in Meet & Greet areas without Staff or

Volunteer help or approval• Cannot do a Meet & Greet without Staff or Volunteer help

• Everyone• Don’t stick fingers in the kennels• Sanitize hands between puppies• Keep puppies off the ground/floor• Keep dogs 20 feet apart when walking• Keep 20 feet from kennels when walking• If possible have 2 people get dogs out of kennels

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ACT Tools – Training, Walking, Socialization

• Training makes the dogs more adoptable and more likely to stay in the adopting home

• The responsibility for basic training, walking, and socialization is ACT’s• This allows you to control access to the dog and know where it is if

clients come in looking for it• It also allows you to get to know the dogs better• During busy times (like weekends and weekdays after school hours)

walk the dogs near the parking lot so you can see and/or greet people when they arrive

• Loose lead training, simple command repetition, and basic manners training will help a dog get adopted

• During busy times remember that the potential adopters come first

• Remember the BTT group contains the “real” trainers• Any problems need to be communicated to the Behavior Training

Team• Training protocols for specific dogs are determined by BTT – always

follow them if they exist

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ACT Tools – Photo Process

• Three types of pictures will be used

• Before dogs are available for adoption• Quick Intake “snapshot” – No dog should

become “Active” for adoption without one of these in PetPoint

• Taken by ACT or Staff

• 3 to 4 weeks after availability for adoption• Better “posed” photos to replace the Quick

Intake snapshot• Taken by ACT

• Adopt My Buddy • Closer to pro-class photos that enhance the

adoption chances of a longer term resident• Video to show the dog in action and enhance

adoption chances• Taken by ACT or by professional

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ACT Tools – Kennel Cards

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ACT Tools – Bios and Descriptive Fields• Bios

• Focus on• Accurate• Plausible• Fits the dog• Does not read like it is

written by a marketing department

• PetPoint “Facts”• Important to adopters IF the

data is accurate and current

• A dog that has been house broken may not be after weeks in a shelter

• A dog that was a sweet, loving, lap dog may not be after weeks in a shelter

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ACT Tools – PetPoint Database 1

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Best source of dataTo print Kennel Cards

Note if this pops-up

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ACT Tools – PetPoint Database 4a

People are interested in where the dog came from.

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ACT Tools – PetPoint Database 4b

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“Adopt My Buddy” for Long Term ResidentsTime at HSWC ACT Activities

< 30 days Normal processes

30 – 90 days Create a profile listing known strengths and weaknesses of the animal.Focus on additional enrichment and training activities.Create an Action Plan for the animal to be more adoptable consisting of actions and a schedule. Additional socialization Short term training Grooming Web Photo upgrades Kennel Signage Attendance at off-sites and special events with “Featured Friend” vest Featured on the website Article on Facebook Featured in TV and other opportunities Medical care if neededReview the Action Plan with an ACT Lead and anyone who will be involved.Implement the Action Plan.

>90 days Consider a foster “vacation”. If needed, contact Fosters group and get the animal in a foster home for 30 days.Focus on additional enrichment and training activities.Review and update the Action Plan. Additional socialization Long term training Grooming Web Photo upgrades by a professional photographer Video for the website New Kennel Signage “Ask about Bob” realtor style signs along paths to Paw Pad and Canine Corral to promote certain animals Attendance at off-sites and special events with “Special Needs” vest Featured on the website Article on Facebook Featured in TV and other opportunities Medical care if needed Move to a featured “Special Needs” kennel

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ACT Tools – Volunteer Log-In

Access Codesdetermine whichprojects you seeYou must login to

sign-up for a shift

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ACT Tools – Volunteer Matrix Kiosk Clock-In

1

2

3

4

5

Don’t forget

to Clock-In

AND Clock-Out

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ACT Tools – Continuous Incremental Improvement

• See a problem• Propose a solution• Fix it if a quick fix applies• Propose and document a project if needed

Short Name Description Size – small, medium,

large

Cost Estimate Time Estimate

Bic Wood Hours Sign Replace Hours sign at front gate medium $150 or donation

1 month

Bic Wood Breed Books Place breed book(s) in Paw Pad small $30 - $200 2 weeksBic Wood Hose Brackets Add hose brackets in Paw Pad to

keep hose off floorsmall $50 - $100 1 hour

Bic Wood Bell Add a ship (or farm) bell on a post outside the offices for adopters to ring after they adopt. This indicates to everyone that one more life has been saved and gone to a forever home

medium $100 - $1,000 depending on the bell

1 month

Bic Wood Meet & Greet Doors Fix chewed vertical slats in Meet & Greet room doors in Paw Pad

small $10 1 hour

Bic Wood Meet & Greet Room Upgrade Get patio style furniture for Meet & Greet room

medium donation ??

Bic Wood Meet & Greet Room Upgrade 2

Add vinyl wall lettering with pet quotes to Meet & Greet room

small $100 1 hour

Mary Wood Paw Pad Kennel Black kennel has rusted rod at bottom of door that needs repair

small ?? ??

Bic Wood Paw Pad Brochures Add brochures and booklets on housebreaking, training, puppy mills, etc. in the Paw Pad (Ultimately, these could be on the Kiosk.) Brochure content can be obtained free from Best Friends, ASPCA, and HSUS

small Free - $100 week

This will be a computer based form.

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ACT Tools• HSWC Adoption and Adoption Counselor Team FAQs• ACT News

• http://hswcact1.wordpress.com• Blog that is updated on a regular basis with

• Detailed Info• Latest HSWC news• Coming Events• Featured dogs• Pricing promotions• New Tools

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ACT Tools – Optional Gear

Leashes – 6’, 20’

Poop Bags & Carrier Treats British Style Slip Lead

Training/Treat Bag

Martingale Collars

With or WithoutClick Buckle

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How Do We Do It?• Wow, that is a lot of stuff. Do I have to do it all?

• No, you can specialize within ACT – photos, data, etc.• Everyone needs to do Level 1 Adoption Counseling during busy times

• The shift plan

• 3 shifts per day• 3 volunteer slots on each shift on average• 1 ACT shift lead each shift• Kids can work directly with a parent (I child per parent) and should not

sign up for a shift, but should clock-in and clock-out

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What Do I Do Now?

• Register at volunteer.hswc.net• Even if you are a current ACT member, you must log-in here and go

through the new online Orientation• You should have received an email regarding your log-in information

• Sign-up for and complete the Dog Handling Class (if you have not already taken it)

• Sign-up for and complete an ACT- Onsite/Dog On-the-Job Training (OJT) shift

• You will get a tour of the computer tools• You can shadow an experienced ACT member for a couple of adoptions

• Sign-up for an ACT- Onsite/Dogs shift, Show Up, Clock-In, and Adopt

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Why Do It?

adoption counselor team – onsite/dogs training class v5 120428a

Documents

adoption process

hswc check

hswc fit

hswc website

new dogs

lower adoption

rescue dogs

past dogs