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Adoption Specialist

Volunteer

Assignment

Handbook

January 2019

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Table of Contents

Contact information for the Adoption Specialist Assignment 3

Adoptions Specialist Volunteer Assignment Description 4

General Policies and Procedures 5

Common Questions from the Public 5

Adoptions 6

Open Adoptions 6

Greeting Customers: 6

How to Review an Adoption Application 7

The Adoption Process 8

Identification, Address Verification & Rental Permission 8

First-come, First-serve 8

Pre-Adoption Counseling (PACS) 9

Optional Steps: 9

Family or Roommates Approval 9

Current Dog(s) Meeting 9

Adoption Contract Obligations and Other things to Be Aware of- See reading material 9

After the Adoption Application Review 9

Sending a pet home - a checklist 9

Walkthrough: Process Adoption in PetPoint 10

Offsite Adoptions Events 11

Pre and post Event 11

(Animal) Handling 11

Offsite Adoption Counseling 11

Policies & Procedures at Adoption Events: 11

What to do during down time? 12

Commonly Asked questions by the Public at Off Site Events 12

Trainee Form 13

Animal Behavior handouts 14

Dog and Cat Introductions 14

Add a Sleepover Care Activity in Petpoint 14

Pets for Patriots 19

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Adoptions from foster home 19

Animals pre s/n: 19

Animals placed ‘Available’ on website: 19

Jean Fund 19

Do’s & Don’ts of Asking for an Adoption Donation 20

Holds 20

Showing Animals 21

SCA 21

Cat 24

Dog 26

Welcome to the Adoption Specialist volunteer team at AWLA!

Welcome to the League, we are so excited to have you join our amazing team of volunteers! When you become

a volunteer at AWLA, you also become an ambassador for the organization and its mission. The following

pages will discuss the policies and procedures for Adoption Specialists at the shelter. We aim to provide you

with an educational experience so you are prepared with the information and training you need to work with our

animals. In this role, you will be engaging with the public, showing animals, answering questions regarding

adoptions or about the League in general. This handbook will serve as a source of information about your

volunteer assignment. It will explain your role, as well as the commitment the League needs from you and our

commitment to you.

Of course, no handbook can answer all your questions. If you have questions about this handbook or this

assignment please feel free to contact our Adoptions & Transfers Manager, Feather Anderson at

fanderson@awla.org or by calling (703)-931-9241, ext. 223.

Contact information for the Adoption Specialist Assignment

Adoptions Matchmaker & Transfer Manager

Feather Anderson (703) 931-9241, ext. 223 fanderson@awla.org

Adoptions & Cat Behavior Counselor

Teresa Villatoro (703) 931.9241 x269 tvillatoro@awla.org

Manager of Behavior & Training

Rebecca Yoo (703) 931-9241 ext. 221 ryoo@awla.org

Volunteer Manager

Adrienne Mintz (703) 931-9241, ext. 246 amintz@awla.org

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Adoptions Specialist Volunteer Assignment Description

Department Adoptions

Volunteer Title Adoptions Specialist

Help Support the

League's Mission

Adoptions Specialists help potential adopters in their search for an appropriate match.

Volunteers in this assignment help to place animals into loving homes by showing

adoptable dogs, cats and SCA’s to the public, educating them on the League's adoption

process, performing application/ medical reviews for potential adopters and

performing a variety of day-to-day activities.

Reports To Adoptions staff and Volunteer Manager

Time Commitment / Assignment Hours

Once trained, Adoptions Specialists are asked to volunteer a minimum of 2 shifts per month for one year; however, weekly volunteering is ideal. The 2-hour self-scheduled shifts are offered:

● Weekdays between Noon–7:00pm (the shelter is closed on Tuesdays)

● Weekends (Saturdays and Sundays) between Noon-4:00pm

Please Note – the timeframes of GREATEST NEED are: ● Weekdays anytime between Noon - 7:00pm*

*1-hr weekday evening shifts from 6:00-7:00pm are also available.

Sundays anytime between Noon - 4:00pm

Qualifications /

Skills Required

● Must have strong interpersonal skills and be enthusiastic about helping people.

● Able to stand for at least 2 hours and have the ability to safely handle dogs, cats

and SCA’s of varied sizes. ● Ability to follow exact instructions, work independently and have good physical

endurance. ● Dog, cat and SCA handling skills and general behavior knowledge (e.g. ability to

recognize signs of stress in an animal) are a plus but not required prior to training.

● Takes initiative during shifts by ensuring tasks (listed below) are completed.

Responsibilities / Tasks include:

● Showing dogs, cats and SCA’s to potential adopters which may include assisting them with selecting an appropriate pet.

● Explaining the League's adoption process and answering basic questions. ● Ensuring the public follows the rules and safely interacts with our adoptable

animals. ● Working with and training new volunteers during hands-on buddy training

sessions.

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Learning Objectives Before volunteering independently, volunteers in this assignment will need to complete two classroom sessions (that will include take-home materials) as well as hands-on training shifts with a buddy. Volunteers should understand the following upon completion of the volunteer orientation, classroom sessions (including take-home materials), hands-on training sessions, reading the Volunteer Guide & this assignment Handbook:

● An overview of the League's services. ● General policies and procedures for the volunteer program. ● League Adoption process

● Reviewing Adoptions Applications with Adoption Applicants and processing adoptions

● How the League aims to make matches between the dogs, cats and SCA’s in our care with interested parties.

● Guidelines for showing dogs, cats & SCA’s to members of the public including the ability to answer questions about specific animals, the League in general, as well as the adoption process and policies.

● How to handle shelter animals including the ability to safely and appropriately handle them. ● How to read body language, signs of stress and have an idea of the variety of animals you will be asked

to show. ● How to utilize the behavior concern forms

● What are behavior protocols and how are they used

● The reward based training system employed at the League. ● How to navigate the cages/kennels and locate tools/equipment needed during a volunteer shift. ● Channels of communication for any medical and behavioral concerns. ● How to navigate the online volunteer system (VIC Net/Volgistics) and access your

personal volunteer account for tasks including: ● Scheduling yourself for volunteer shifts

● Reschedule a previously scheduled volunteer shift

● Cancel a scheduled shift (including telephone protocol for same-day cancellation) ● Update contact information (even upload a current headshot photo)

General Policies and Procedures

● Do not take any photos of minors (under 18) with your own phone. If the parent wants a photo, you can take it with their phone and they can email it to clindsey@awla.org.

● If any visitor becomes difficult, loud, or angry please get help from supervisor.

Common Questions from the Public

Is the League a “No Kill” shelter?

● The League is an open-access/open admission and we practice managed admission. We accept

impounded, lost, surrendered or abandoned animals, regardless of their condition. However,

circumstances may arise that will prompt the League to prioritize acceptance of animals from within

Arlington County.

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● We try to adopt healthy, well-adjusted animals. We do not adopt adult feral cats (although kittens

young enough can sometimes be socialized). We have programs to address minor health and behavior

problems.

How long is the League REQUIRED to hold a stray animal?

● If a stray animal comes in with signs of ownership (collar, microchip, tattoo, recent surgery scar, etc.), it

is held for a 10 day stray period. Without signs of ownership we are only required to hold it for a 5 day

stray period. This is a very good reason to have ID on your pet and report it missing right away if it

becomes lost. These time periods are set by Virginia State Law and gives owners the time to find them.

Animals that are still being held as strays may not be spayed or neutered. If the animal is friendly, it

may be placed on view for adoption before the end of the stray period and adoption applications for

the animal may be placed. However, the animal may not go home with a new adopter until the stray

period is over and the animal is neutered.

How long does the League keep an animal before it is euthanized?

● We will keep the animal as long as it is healthy and friendly.

● We do not guarantee that an animal will not be euthanized, in fact every person who brings us an

animal is required to sign a form stating that there is a possibility of euthanasia for the animal that they

are bringing in.

● Since very little is known about stray and surrendered animals, we would never say things like “I am

SURE he/she will be adopted” as this may paint an unrealistic picture. Even the most lovable, well-

behaved family dog or cat may have serious issues living in this stressful situation. If an incoming

animal appears to have issues that make it unadoptable, a manager or director is notified to talk to the

person. If the person has other options, they should explore them before leaving the animal at the

League. If the decision is made to euthanize an animal, we do not call the person first. People who

surrender a stray or their own pet may call anytime to check the status of the animal. We are

completely honest with the person regarding the animal’s outcome.

Is there a limit to the number of animals a person can adopt at one time?

● By law, we cannot adopt more than 2 or a family of animals to a person in a 30 day period.

Adoptions

Open Adoptions

● We practice open adoptions. We share solutions to barriers, instead of dismissing potential adopters because they are different from us.

● If you feel uncomfortable proceeding with an adoption, please see the Supervisor.

Greeting Customers:

Always greet customers when they come in. Inform customers that they are welcome to look around. If you are busy helping a family when a new customer arrives, acknowledge the new customer by smiling and making eye contact with them.

***Follow the 10-4 rule. Any time within ten feet of someone, make solid eye contact and smile, and when within four feet, greet them verbally.

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How to Review an Adoption Application

Before You Sit Down With the Adoption Applicant

1. In Petpoint, go to: Edit -> Animal -> Search Criteria -> Name -> Check “Active Only” -> Find. If multiple animals come up, select the right one’s animal number .

2. Open Animal View Report. Skim the information so you can answer any questions specific to the pet. Make sure that there are no review with applicant holds on the animal that would disqualify the applicant

3. Verify that the animal name, animal ID #, S/N status, stray date of the animal and the date available are written on the adoption application (see a staff member for this info, if it is not filled in)

4. Check the person history 5. Pull up medical history on the computer screen for you to review. If they are applying on multiple

animals, you will need this for EACH animal. 6. Gather necessary supplies—your adoptions review checklist, behavior printouts for dogs, cage size

sheets for small companion animals (SCA) apps, application review tip sheets, status forms, etc.

During the Adoption Application Review

1. Follow tip sheets for application reviews –this helps to make sure that nothing is missed! Scan holds and memos. Do not read the animal view report line by line- pick out relevant information including: Where did the dog come from? Any medical issues? Any behavior issues? If there are behavior or intake notes, skim them in your head and rephrase relevant points to make them sound more positive. Do not withhold relevant information, but if it is a behavior issue with a protocol, focus on the protocol and how that can improve the behavior. There are also often differences between behavior in the shelter and in a home setting.

2. Use open-ended questions to counsel adopters. For example, “Tell me about your past experience with pets.” vs. “Have you had a dog before?” Open-ended questions help us build positive relationships with our adopters, and encourage non-judgmental conversation.

3. Discuss and provide relevant, recommended educational handouts to the adoption applicant. 4. Read what the applicants have written on their adoption application, discuss and clarify any answers

that you do not understand or that may be in violation of our adoption contract. 5. See a supervisor if you have concerns about the applicant. 6. Before letting the applicant leave, make sure that you have completed a status form with them and

that they have signed it and have the original.

● Write NEED if a status form item is needed, NA if it is not applicable and OK if it has been completed.

● Both applicant and volunteer/staff should sign and date the form. ● The yellow copy of the status form stays with the application that gets filed at the front desk. ● There must be an expiration date/time on a status form. The date/time should be no longer

than one hour before closing on the next business day unless a PAC is scheduled (these are only scheduled if the applicant is first in line and has completed ALL other requirements).

● Remember that we are closed on Tuesdays and also that we close at 4:00 PM on the weekends. For holidays that occur the following day, be sure to check with a staff member for special hours or closings that may affect the status form date and time.

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The Adoption Process

Step1: Possible Adopter meets the pet

Before an applicant can apply on a particular animal, they must meet the animal and spend time with the pet

supervised by staff or volunteer. Note: Our applications are printable on our website and applicants may bring

in completed applications to the front desk.

If the pet has adoption specifications such as housing (i.e., no apartments), living with other pets,etc..

Staff/volunteers should make the interested party aware and, if appropriate, direct them to another animal.

Assigned volunteers and staff stay with the interested party during the visit to answer any questions they

have, supervise the visit and let us know if the applicant would need education on caring for or training their

pet.

Step 2: Possible Adopter fills out adoption application

Once the applicant has met the animal, they will need to come to the front desk to complete an adoption

application. We typically stop taking applications at least 15 minutes before we close for the day. It the

adopter is applying on a specific animal, staff or volunteers put their information into PetPoint with a hold on

the animal that they are applying on.

Step 3: Possible Adopter meets adoptions requirements below:

Identification, Address Verification & Rental Permission ● Applicants must provide a photo ID to verify their identity and age.

● Applicants must provide a form of ID with the applicant’s current name and address, such as a driver's

license, check, utility bill or lease.

● If the applicant rents, the applicant should check with landlord or management office to confirm that

pets are allowed and any restrictions, such as weight limits, type and number of pets allowed, etc.

First-come, First-serve ● Applications are taken on a first-come, first-served basis. If others are ahead of the applicant who is

otherwise fully approved, we will notify the applicant if he/she becomes first in line. We do not provide

notification if someone else adopts the animal, or if its owner reclaims it.

● We only allow 2 holds per animal.

● Puppies and kittens cannot receive holds unless approved by supervisor. The exception to this is when

a puppy or kitten is in a foster home, the foster may contact us regarding an interested party who met

the pet while in foster.

● All applicants must complete basic adoption requirements by the time specified in their adoption

status form or their application will expire. Applications that have expired may be reinstated but their

application will fall behind other applications that are currently active. A

● Applications usually may not be extended. Extensions must be approved by a staff member and

extensions may not be granted for more than one day.

● If an applicant is unable to adopt his/her first choice, we will hold their application on file for three

months and they may use the application to apply on another animal of the same type.

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Pre-Adoption Counseling (PACS) A Pre-adoption counseling is an educational session in which an adoption counselor will review helpful

equipment and tools, the animal’s personality and behavior, and give the adopter an opportunity to ask any

questions. This is usually (but not always) the final step in the adoption process.

Optional Steps:

Family or Roommates Approval It is not required that everyone in the applicant’s household meets the pet. However, it should be discussed

with the applicant to determine whether everyone in the household would welcome a pet, possible conflicts,

allergies, etc.

In situations where an applicant is residing in a friend or family member’s house, where the pet will be living,

consent from the homeowner is needed.

Current Dog(s) Meeting If the applicant is applying to adopt a second dog, they have the option to meet each other in a staff-

supervised meeting at the shelter. This is not required. Dog meetings are useful, but should be explained that

this is only a snapshot of how the animals will interact.

Certain dogs may have a required dog meeting with the applicant’s dog prior to scheduling the PAC. This

requirement, if applicable, will be listed in their Review with Applicant Hold.

Step 4: Adoption Paperwork-The pet goes home!

Most pets will be sent home with new adopters after their adoption has been approved unless a pet is

awaiting S/N or a stray period to be up. All dogs must go home with a collar and ID tags on a leash. All cats

must go home with a collar and ID tag.

Personalized ID tags are included in the adoption fee for cats and dogs but other items can be brought in by

the adopter or purchased at the League.

All pets are sent home with 2 copies of their medical/vaccination records and any medications they are

currently prescribed such as pain treatment for a recent spay/neuter surgery. Cat and dog adopters are also

given copies of microchip information and a free sample of cat or dog food.

The League also offers a “Good Match Guarantee.” If, within three months of the adoption, the adopter

determines the pet is not a good fit for their family or situation, they can return the animal for a full refund of

the adoption fee or donate the fee to AWLA.

Adoption Contract Obligations and Other things to Be Aware of- See reading material

After the Adoption Application Review

Sending a pet home - a checklist

● Check photo ID, confirm address, enter person in PetPoint

● Review application, make sure all items are initialed, and sign/date

● Check for any other holds on animal & review with applicant holds

● Go over behavior notes, memos ● Go over medical notes & print 2 copies of medical summary report

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● Check for any current medications the pet needs to be sent home with! Remember to physically check in the back or with a tech as well as PetPoint.

● Pull medical file from box at front desk

● Adoption packet includes: ● Medical file

● 2 copies of medical summary report ● 24PetWatch paperwork w/ microchip info (upon outcome)

● Petsmart Charities form - have adopter fill out full form before leaving (We get $10 from Petsmart for each form submitted, and $10k after we reach 1000 forms)

● Note the vet visit requirement and free exam voucher

Adopter must provide collar (and leash if adopting a dog)/ Engrave ID tag Sample bag of Science Diet & spay/neuter litter if applicable Adoption contract & receipt - make a copy of adoption contract for the adopters! Ask if they’d like to make a donation to the shelter Before the animal goes out the door: Have we scanned it to confirm microchip number? Does it have all current medications? Does it have food, an ID tag, and collar/leash? If it’s a kitten, does it have spay/neuter litter? WHEN COMPLETE: File adoption application, PAC sheet, contract, Petsmart Charities form, and custody record.

Walkthrough: Process Adoption in PetPoint

Petpoint:

o Outcome –> Adoption ▪ Enter person’s name and search – if they come up, verify info still the same, check for any

memos o If not in PetPoint, enter person info

▪ Check ID, match name and verify age (18+) o Add or update person o Search for animal name o Once correct animal selected, scroll down, click update animal o Click on Details tab o Outcome subtype: usually on site adoption o Jurisdiction: Arlington o Submit outcome o Click on Summary Tab o Print contract (print 1 sided if multiple animal contract) o Print custody record o Print Medical Summary Report, 2 copies o Have customer sign Adoption agreement o Ring up items for the transaction. Request a donation. ALWAYS ask! o Give customer free bag of food, tell them if they want to switch to another food, mix it in gradually

to prevent upset stomach. o Call for animal to be brought to customer

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Offsite Adoptions Events

Pre and post Event

● Loading and unloading the AWLA vehicle ● Setting up and tearing down the adoptions table, including the AWLA table cloth, donation jar

brochure, and any items for sale. ● Picking up/ dropping off animals and supplies at AWLA and taking them to and from events ● Greeting the public and answering general questions ● Promote the mission and resources of the AWLA to the public ● Variety of duties specific to each event ● Promote an engaging atmosphere, encouraging the public to engage with our adoptable animals and

learn about the AWLA ● Help set up the adoptions table and the habitat for adoptable animals. This includes towels, toys, food,

water, litter box, and other items as necessary. ● Set out donation jar, AWLA brochures, and any salable items ● Set out any additional signage to promote the event

(Animal) Handling

● Make sure the animals are happy and have food, water, and litter available to them. ● Help the public safely interact with adoptable animals ● Help to keep the animals as happy and as least stressed as possible. Including giving them time off view

if necessary. This also means engaging them with toys or treats to show off their personalities. ● Educate the public on care and socialization of adoptable animals

Offsite Adoption Counseling

● Show animals to the public and promote adoptions ● Explain the adoption process to the public ● Review adoption requirements, applications, animal medical information, and general animal care

guidelines with potential adopters. ● Engage the public in conversation. There are no official PACs at off site events, you have to create one

by talking with adopters and getting to know them and asking questions. ● Complete all adoption paperwork, and take payments and donations. ● Make sure adopters have all of the appropriate supplies and paperwork.

Policies & Procedures at Adoption Events:

We want to engage as many people as we can to promote the AWLA and encourage adoptions.

We are happy to help educate kids, and allow them to safely interact with our animals. If a child approaches the table and asks to hold or pet an animal, here are a couple of guidelines you can use.

- If a parent/guardian is not obviously seen, ask if the child has a parent or adult with them before letting them pet or touch our animals. If they do have an adult, tell them to go get them and bring them back so they can hold or pet the animal.

- When all else fails YOU hold the pet, and let the child pet it while it is securely in your arms. Please remember to be kind and respectful to the venues who host us. Make sure talk to any staff at the venue, and to return any borrowed items (ie tables and chairs) when you leave.

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What to do during down time?

If the foot traffic is slow take the time to tidy up after the animals. Post a picture to your personal social media to encourage friends and family to come visit the adoption event.

Commonly Asked questions by the Public at Off Site Events

● Do I have to adopt two kittens at once? ○ Many local rescues require that kittens be adopted in pairs. The AWLA does not require this. It

is however something for an adopter to consider, if they don’t have another animal in their home that will play with the kitten. It’s twice the fun and the kittens will entertain each other. This can also help reduce (but not guarantee) the chance of destructive behaviors.

● Can I hold a pet if I’m not looking to adopt? ○ Absolutely. Many adoptions will happen by members of the public happening onto an adoption

event and finding their unexpected match. If nothing else, it helps to further socialize the animal.

● Can I make a donation? ○ Yes! Please! We can take donations by cash or credit card at adoption events.

● Are these all of the animals you have? ○ Tell the public about the location of our shelter and all the types of pets we have there. You can

use the iPad to show pets the other adoptable animals and encourage them to visit the shelter. ● Why don’t you have ___ pets here?

○ Because we have adoptions all the time, we can’t guarantee a specific animal will be available at the time of an event. You can encourage people to go to the shelter if they are looking to meet a specific animal, and to check our website regularly.

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Trainee Checklist

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Animal Behavior handouts

Animal behavior handouts that we give to adopters are under Shared files -> Adoption > Articles , then sorted in folders according to species and information..

Dog and Cat Introductions

People often ask if our dogs are good with cats. We SHOULD NOT do any of the following:

● Stop in front of the cage or repeatedly walk back and forth past the cage. This can stress all animals involved, can build frustration or fear and is not what either animal would experience in the home

● Go into any of the cat rooms or cat holding areas while walking a dog

The movement of cats in the home, along with the different personalities is why the cage test is inaccurate. We can use owner surrender notes, observations from staff and you can also get a feel for prey drive by borrowing one of the flirt poles. When you play with it, you can see how intense the dog may be about moving objects. While none of these items can accurately predict how a dog will do in a home with a cat, they can at alert us of possible red flags. We may also facilitate a meeting with a cat that we have in our care that is social with dogs. Special care should be taken to avoid stressing the cat.

Sleepover

Overview:

Sleepovers are a short term foster to adopt reserved for animals that have presented with adoption

challenges.

Qualifications:

Adult dogs with LOS of 20 days or longer

Adult cats with LOS of 30 days or longer

Any dog or cat with behavior protocol

Any pet approved by Director of Behavior and Adoptions

An adopter that may have loosely enforced housing restrictions (must be approved by Director of Behavior

and Adoptions )

Length of time:

1-3 days, with 3 days being the maximum .Time can be extended on a case by case basis if the person asks

after the initial first few days, but should not extend past a week.

Procedure:

1. Sleepover animals are indicated to the public by signage placed on front of cage by adoptions staff

2. Facilitated same way as with interested adopter, including meeting and adoption application.

3. Add adopter to PetPoint (search for name in Edit > Person first).

4. Holds are not to be released. Always address any holds the animal has, such as medication or behavior

information . Remind adopters that it does take time for dogs to adjust to life in a new home, and slow

introductions to other animals are still strongly recommended

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5. Give sleepover foster enough food for 2 days, leave collar on dog with AWLA identification, provide a

giveaway leash. Adopters may borrow a crate during sleepovers. They must return it.

6. In PetPoint, create “Adoption pending” hold. In the memo section of the hold, write SLEEPOVER and

include adopter’s name and phone number and any additional communication

7. Change location AND stage to “Sleepover”

8. Add Care /Activity- Status is pending until animal comes back.

Category- Foster, Type - Foster, subtype is Sleepover

9. Take down kennel cards and place in medical folder.

10. Adoption staff is responsible for following up the next business day (communicate to someone else to

if you won’t be here). Edit the Sleepover memo in care/activity in petpoint.

If the sleepover results in adoption:

1. Make Care/Activity, completed- adoption

2. Proceed with adoption!

If the sleepover results in a return:

1. Family can come in any time during business hours to return.

2. Give owner profile to fill out.

3. Read over when they are finished and clarify anything that isn’t clear before they leave. Give to

adoptions staff to enter in petpoint

4. Give ACT kennel cards from dog’s folder , they will assign the dog a kennel in Petpoint (change

location), change stage to available.

5. Make Care/Activity, completed-

6. Encourage them to look around and make suggestions for another dog that may be a better fit.

Add a Sleepover Care Activity in Petpoint

Step 1: Choose Create New Care Activity

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Step 2: Add Person Record

The default setting for Care Activity is the Person record is Anonymous, so in order to add a person to an

activity, click back to the Person tab,

You may then search for and select, or Create a New Person.

Step 3: Add Animal(s) to the Operation

Look up an existing animal record, or Create a New Record. If you want to add more than one animal to this operation, you can choose the Animal Search tab to add more animals.

Step 4: Fill in Detail

Fill in the required fields and any additional fields that are appropriate to your processes. Please note Category, Type and Subtype are customer-defined from the Admin options.

Client Communication Consent

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For all operations that may trigger Pethealth Inc. to contact the animal owner, the Client Communication Consent section will show. This section must be completed to Submit the record.

Step 5: Summary Tab The Summary Tab allows you to access all of the kennel cards, documentation, and jump to options for animals on your operation. From the Summary Tab you can print the Activity Contract. Fill in the length of time for the Sleepover, the expected return date, have the foster sign and date the contract, and make a copy for them to take with them.

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Pets for Patriots

Pets for Patriots is a program that encourages military veterans to adopt from shelters by providing them with benefits. They get a $20 adoption fee here, and then P4P gives them a $150 gift card to a major pet retailer and discounts to other pet-related businesses.

It applies to eligible veterans who adopt dogs over 40 lbs, or any dog or cat at least 2 years old, or special needs animals. Veteran eligibility requirements are listed on their website.

The veteran needs to apply online at petsforpatriots.org and be approved PRIOR to adopting. The process takes a couple of days. Pets cannot be put on hold for this.

Please make sure an adoption photo is taken and send it to Social media manager

Adopters can learn more at www.petsforpatriots.org

Adoptions from foster home

Animals pre s/n:

**Fosters will be provided appropriate information and policies on adopting foster animals from their home**

● Fosters will be allowed to approve adopters for their foster animal(s). ● Once approved, Foster parent will email mail@awla.org to notify the match. Fosters must direct

adopter to email mail@awla.org to complete hold/adoption process. ● Potential adopter will be required to submit application, adoption from foster approval form, via email

or in person. ● Morning manager or opening staff will place hold after verifying history in PP and notify foster of

scheduled surgery date. In the instance the League determines the adopter is not a good fit, AWLA staff will notify applicant of the reason for denial.

● Opening staff will be responsible for notifying adopter of surgery date and adoption date 24 hours COB after surgery and updating hold to reflect the review date. They should also note in petpoint that medical and behavior notes have not been reviewed yet

** If adopters cannot adopt within 24 hours COB after surgery, adopters will forfeit hold on foster animal. Animals placed ‘Available’ on website:

● Animals will be advertised ‘In Foster’ on website ● Notes will direct interested parties to email foster@awla.org if interested in adopting. ● Once foster has approved adopter, foster will notify mail@awla.org of adoption pending. ● Opening manager or staff will update notes in PetPoint. ● Opening manager or staff will schedule final pick up date with adopter when scheduled.

** If applicants email mail@awla.org directly, please place a tentative hold on animal for the person and notify foster coordinator that hold has been placed, as to avoid confusion of first in line.**

Jean Fund

This fund is to provide financial reimbursement for pets in our care who are adopted before the issue is

resolved.

● This fund is approved by the COO and the director of behavior and adoptions.

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● Once need is determined, an amount is set. Then an addendum is created. This will go into the pet’s

medical folder, a hold will be placed in petpoint under “review with applicant”.

● Upon adoption, the addendum will be reviewed and signed. The original will be placed in the COO

mailbox and the copy will be given to the adopter.

Do’s & Don’ts of Asking for an Adoption Donation

What to Do:

● Ask EVERY person ● Know what you’re asking for

Your cost sheet shows how approximately how much each item costs. Go over each item. Then explain that if they were to get a pet for free they would have to pay for all those things themselves. By adopting, they are saving $_____

● Know who you’re asking We’re asking adopters. They came to a shelter to adopt, they care about our cause in some respect,

and they got an amazing deal on a new pet. They are likely to donate! ● Practice your pitch ● But don’t sound robotic. Think about what AWLA means to you and why we need donations.

Don’t (What to NOT to do):

● Make it an afterthought Don’t ask at the counter

● Be afraid of rejection You will not get a donation from everyone you ask. If you don’t ask, the answer is automatically no.

● Assume people aren’t able or willing to donate Don’t judge on appearance or anything they said beforehand. If people are interested in the cause,

even $1 helps. ● Don’t give off the impression that you think they won’t donate or that we don’t really need it. It IS

important that they donate.

Holds

● Adoption Pending- Animal has an applicant or is on a sleepover. Notes should be added in hold

regarding if applicant has a PAC scheduled, or need additional information such as review of medical or

behavior

● Approved Pending S/N

● Cat Test- If animal needs a cat test before moving forward. Conversation should be had with adopter

regarding this test only being a guide and does not promise harmony. Contact adoptions staff to

facilitate

● Pending Prev. App- If 1st in line applicant falls through, this applicant is approved and can adopt

● Review w/ Applicant- Any notes or information about the animal needed to be communicated before

adoption. This may include: Jean’s Fund, behavior notes, medical information

● Meds To Go Home- The animal should go home with provided medication and instructions

● Pending Court Order-

● Pending Test-For medical use, specific to EU

● Possible Owner- An owner contacted AWLA or AWLA contacted previous owner to reclaim their animal

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● Protective Custody-

● Supervisor Hold - Any information or notes that supervisor wants staff to know .

● Bite Quarantine

● Falls Church Release

● Foster-to-Adopt

● Vet Records Needed

While completing the training material, you will work with a veteran adoption counselor for shifts until you are ready to be solo. Once you feel you are ready to fly solo, complete the Quiz.

You must complete an Adoption Counselor Checklist with each adoption/pre-adoption/sleepover for the first month after the completion of training. The checklist should be turned in along with any adoption paperwork.

Showing Animals

**It is very important to stay with members of the public during the entire visit with the animal - never leave any animal and the public unsupervised. Volunteer Use of Walkie Talkies

The use of walkie talkies has significantly improved the communication among the Animal Care Technicians (ACTs) and

with the front desk. We ask that all Adoption Specialists volunteers carry/use walkie talkies during their volunteer shifts.

When a patron at the front desk, asks to meet a specific animal outside of the kennel, the adoptions desk

will use a walkie talkie to FIRST determine if a dog kennel volunteer is available to show the dog...

If a dog kennel volunteer is available, we ask that the volunteer respond accordingly using the walkie-talkie.If

the volunteer does not respond or indicates that he/she is occupied with another patron, you as an Adoption Specialist

can either show the animal if you have time or if busy ask an ACT to respond indicating their availability.

We will have three (3) walkie talkies designated for Adoption Specialists/ dog kennel assistants located at the front desk

area. Please take a walkie talkie with you if asked to show an animal...adoptions desk staff will be happy to show you

how to use it. Please return your walkie-talkie to the Adoptions Desk at the end of your shift so it can be placed back on

the charger and be ready for the next volunteer.

Note: the walkie talkies will only work on shelter premises (in the building or in the dog play yards).

SCA

Picking up a Rabbit (This information is borrowed from the House Rabbit Society) Rabbits can resist being lifted and carried in a number of ways. Reacting instinctively to a predator-like grasp, they may run away, hide, struggle. When caught, they may kick, or launch into space. A normally affectionate rabbit may express indignation by wriggling, stamping, or nipping you. All are attempts by the rabbit to retain solid ground and control of his/her own fate. If a rabbit you are lifting or carrying begins to struggle, you must overrule your impulse to let go, and hug the rabbit to you. Use your body as a splint. This will protect the rabbit and keep him from hurting you. It will also teach him his "drop me" strategy will not succeed. To avoid injury to a struggling bunny, squat to the floor with the animal and place it on the floor while still holding it securely. Speak softly to your bunny to calm it down before picking it up again.

● One technique for picking up a rabbit is the backwards method. Pet the bunny firmly. Turn him around so his bottom is facing the door you must get him through. Take his chest in one hand to prevent forward movement, and with the other hand, maneuver his hind end towards you. Once you have his hind feet out, the hard part is over.

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● Another technique is to approach him slowly and pet him, leaving your hand on his head to discourage escape. Rabbits feel uneasy, and are most likely to struggle, when they are suspended in the air. So be prepared before you lift. Visualize how you want to hold the rabbit once you have lifted him. For example: the rabbit right side up, nose pointed to the left, left side along your midriff, supported by your right arm. Next, slide the rabbit around while he is still on the ground, until he matches this position, i.e. sideways and pointed left. Is he/she thinking of leaving? Keep your hand on his head, or gently grasp his shoulders. Do not lift by the scruff. If he runs, don't grab him. Follow him, using baby talk to lighten the moment. Wait until he stops, and start again.

● Kneel, and keeping your left hand on his head, bend your torso close to him. Place your right arm along his right side, and put your right hand under his chest. If he accepts this, take your left hand from his head and use it to support his groin. Otherwise, lift using your hand to support the chest, and your arm to support the side and hindquarters. Scoop him to you and hold him firmly there. The key to this method is to position the rabbit within a few inches of you. That way you will shorten the suspended-in-air stage.

● When you are ready to return your rabbit to his area, he may want to hurry up the process and nose dive towards the ground or back of the cage. Prevent injury by squatting before you release him, turning him around, and setting him down facing you. Or cover his eyes with your hand. If he can't see freedom coming, he won't fly into space.

A Few Key Steps:

● If possible, start in a kneeling position, pet with one hand, while sliding the other hand down bunny's side.

● With your arm at bunny's side, slide it under his torso, while your (petting) hand moves toward his rump.

● Support bunny's chest with your hand and his torso with your arm. Lift, while the other (unseen) hand supports.

● Once bunny is lifted, hug him securely against you with one arm, supporting his body and the other arm supporting his hindquarters.

Here are a few links to some videos that demonstrate League-approved handling techniques:

http://www.youtube.com/watch?v=jdt0XKNlfRY

http://www.rabbit.org/journal/3-11/lift.html

http://www.youtube.com/watch?v=uZHhCkOl-0I

http://www.youtube.com/watch?v=Delxm5f3fmw&feature=related

Guinea Pig

● Place one hand under the guinea pig's belly and the other hand under its hind quarters. ● Lift the guinea pig in a smooth motion to hold it against your body. Both the proximity to your body

and the hand under the hind quarters will help the guinea pig to feel secure. ● Place the guinea pig down in the desired location. Keep the animal close to your body as you bend

over. Then lower it all the way to the surface and release both hands.

Hamster

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● Before picking up a hamster bare-handed, be sure to wash your hands ● Pick it up gently, cradle it in the palm of your hand, supporting it firmly and using your other hand to

both reassure it and hold it in place. Take care to avoid sudden movements and loud sounds.Pet it reassuringly and gently, to help keep it at ease while being transported.

● Should a hamster seem irritable or just hasn't been tamed yet, it might not be the best idea to place it in the palm of your bare hand. If you need to pick up the hamster but don't have gloves, it can be picked up by the scruff of its neck without harming it.

Gerbil

● You should NEVER pick a gerbil up by the tail. Gerbils have delicate tails that break off when grabbed or pulled. This is a defense mechanism in the wild. If the tail breaks off, it never grows back.

● It is important that you not frighten your gerbils. Remember that their native habitat is the desert, where they have two basic predators: birds and snakes. Avoid any movements that might resemble either predator. Do not swoop down in from above with your hands. Also, do not chase your gerbils around the tank, trying to catch them.

● Slowly put your hands inside the tank. With your palms facing upward, scoop your fingers under the gerbil to lift it up. This is easiest when the gerbil is sitting or standing in the corner of the tank.

Mouse

● The safest way to pick up mice is by softly pinching the base of the tail (the part closest to the body) and lifting up the mouse enough to slide your hand under his or her body. Keep holding the tail even when the mouse is in your palm to prevent it from jumping out of your hand.

● Mice typically will not jump on to anything if the fall is more than a foot or so, but frightened animals are unpredictable and may jump from heights sufficient to hurt themselves

Rat

● Place your hand near the rat and allow it to smell and taste your fingers and palm. ● Slowly and gently stroke the rat on the top of its head with one finger allowing the rat to become

comfortable with the contact. ● Make a first attempt to pick up the rat by cupping your fingers and gently placing them under the rat's

belly. ● Allow the rat to climb on your body or over your arms as this will encourage a level of comfort. ● When holding the rat in one hand, cover the rat's body with the other hand to stop it from falling or

scurrying away. ● Wait for your rat to relax while you're holding it. The rat will gradually become more comfortable over

time and the process will become easier. ● Give your rat a treat or two to make it even more comfortable with contact.

Chinchilla

● If your chinchilla is calm and has not been formerly scared, you can reach into the cage and pick him up easily by using both of your hands in a scooping motion.

● NEVER grasp your chinchilla by his back or his neck as this may cause injury and fur loss. Moreover, avoid squeezing him around his ribs as they have a floating rib cage, and squeezing can cause internal injuries.

● Chinchillas rarely bite, especially if they are frightened or overly excited. Ferret

● Because ferrets have fragile skeletons, be sure to handle them carefully.

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● Never pick up a ferret by the tail; instead, let the ferret come to you, then lift him from behind using two hands—one to support his chest and one to cradle his hips.

● You can also grasp the scruff of a ferret's neck and support his bottom with your hands. ● Keep in mind that ferrets are known to nip.

Bird

We typically do not remove birds from their cage. If you need to remove a bird from a cage for any reason, Please seek help from an experienced staff member.

Showing the SCA to a potential adopter

When showing a SCA to a potential adopter, you must always remain in the playroom with the SCA. You may also miss some signs the potential adopter is not knowledgeable about SCAs and miss an opportunity to educate them .

It is EXTREMELY important to clean hands between touching animals. Discourage people who stick their fingers into the cages. Do not allow animals to roam freely in the SCA. Be sure to clean the exercise pen areas after you show a SCA in it so that it is clean for the next visitor. When the SCA is removed from the exercise area, sweep up any feces left and use the towel that was placed in the area with the SCA to mop up any urine. Before placing the next SCA in the play are it must be cleaned and sanitized:

● Spray the play area with Z-Green then wipe and dry the area with a clean towel then place the towel aside for the laundry.

● If the SCA has made a large mess, you can mop the area then dry the entire area with a clean towel. The towel should then be set aside for the laundry.

● Please make sure the area is thoroughly dry before placing the next SCA in the exercise area.

Cat

Taking a cat from the cage: The best way to pick up a cat is for it to have its back end facing you and then you pick it up and tuck it under your arm like a football. If a cat is facing you and you pick it up, you will be putting its face and front paws in a position to swat or nip you if it does not want to be picked up. If needed, re-position the cat before picking it up so that its tail is towards you and support its chest area with one hand while leaving the other hand free to cover its eyes. Carrying cats this way protects you and the cat. If the cat gets agitated just let it go or you could be badly scratched or bitten. If a cat gets loose, get an animal care technician (ACT) to put the cat back. If the cat goes near the exit to the hallway, be sure to block the door. If a potential adopter is interested in adopting a kitten, ask them to consider adopting two. Pairs of kittens are more successful in homes since they have someone to play with while an adopter is at work and helps mitigate possible future behavior problems that may arise such as play aggression.

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When interacting with the cats– discourage mouthing, rough-housing and scratching. These bad behaviors do not help the cats get adopted and rough-housing may encourage already mouthy cats to put their teeth on you which can easily result in broken skin. Be sure to let the cat sniff your hand – concentrate on petting in chin / head area. When showing a cat to the public, recommend not petting around tail or on tummy as many cats are sensitive in these areas. Make sure that you go slow and read the subtle signs they are giving you. Always keep your eye on the cat when you (or a member of the public) is/ are petting them as some cats can become over stimulated from petting. If their tail starts to twitch or their pupils constrict it is time to stop petting them.

Orange/Blue Color Coding for Cats The purpose of the color coding system is to inform a staff member or a volunteer of the behavior that has been observed in that cat. Since animal behavior can change in a shelter setting, color coding may change from time to time as the animal settles into shelter life. Please remember you should always be aware of the physical signs an animal is showing prior to approaching it. Any animal can have an "off day." Even if a cat isn’t an Orange or Blue dot cat, it doesn't mean it will always be easy to handle. If you ever feel uneasy working with an animal, stop and ask for help. Your safety, the public's safety and the animal's safety is our first priority. Blue: This will be used for cats that have displayed shy/nervous behavior and not only will need time to acclimate to their new environment but also require patience. Shy cats are only to be shown in the kennel because that is where they not only feel the most comfortable but also the safest. Please also be mindful of any additional hiding spaces that are provided and not move them if they are facing away from the front of the kennel. Our main goal is to help them feel safe first. Once cats start to feel safe they will start exploring their environment and displaying normal behavior. We also have an amazing social media presence and can showcase the shy cats that may not show well in their kennel! Orange: This will be used for cats that have displayed overstimulation in regards to petting. Cats that become overstimulated should be closely monitored for body language that indicates that they are done with petting. As with any cat while you are petting them it is helpful to take breaks and then see if the cat would like to continue the interaction by offering a toy or finger for them to investigate, if they happen to rub against it with their cheek they most likely want to continue receiving pets. The following are some helpful tips for interacting with these specific behaviors.

Overstimulation Signals you should be aware of include: • Restlessness • The cat’s tail beginning to twitch • The cat’s ears turning back or flicking back and forth • The cat’s skin rippling when you pet them • The cat turning or moving their head toward your hand What to do:

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· When you observe any of these signals, it is time to stop petting the cat immediately and allow her to just sit quietly on your lap or go her own way, whichever she prefers. · Several interactive play sessions per day, can also help reduce or eliminate these behaviors by alleviating stress and any built up frustration. End these by offering treats after.

Shy/Nervous Signals you should be aware of include:

· Hiding in hidey box · Body tense, tail pressed against body, eyes wide and unblinking · Possibly hissing

What to do: · Allow cat to approach you on their own terms · Pet and touch only when they solicit it, just being a calm soothing presence is enough for a cat who may not feel comfortable with physical interaction yet. · Help create positive associations: Presence of people = food/play

Dog

All dogs must be on leash prior to exiting their kennel. The doors swing open in both directions, so open doors slowly/carefully. You may need to block the dog with your leg so that they don’t escape from the kennel without a leash on. You may also consider using treats to help focus their attention. After attaching the leash, make sure you have a firm grip with both hands. Before exiting the kennel, make sure that the aisle is clear of other dogs coming and going and then exit to the play yard or visiting room with your dog. Be sure to check the outdoor area for other dogs and people before stepping outside. When interacting with the dogs– try not to encourage jumping, mouthing and rough-housing. Bring toys with you to the yard when you take out an exuberant adolescent so you have an appropriate outlet for potentially mouthy behavior. Rough-housing may encourage already mouthy dogs to put their teeth on you which can easily result in broken skin. **Puppies under 4 months of age may not be walked outside or taken to the dog yard. Puppies may only be shown to potential adopters in the puppy room. Puppies are given a series of vaccinations over several months that do not take full effect until completed. Minimizing their exposure to bacteria and viruses helps to keep them healthy.

On occasion, due to shortage of space, we may house dogs on the adoption floor that are not yet ready for adoption. The hallway (leading up to the dogs that are unavailable) should have a barricade with signage stating ‘Staff Only’ or similar language along with posting on their kennels. Please do not mention, handle, show or provide information about unavailable dogs to the public.

What to do if a dog gets loose en route to the dog yard

● Do not chase the dog; stay low and form a slip loop with leash. ● Give cue: “come” or try calling the dog’s name in a happy, high pitched tone. Calling the dog’s name

may or may not work as many stray dogs are named at the shelter and they may not yet recognize their given names.

● You can try crouching down to see if the dog will come to you. ● Pretend to have a treat or if you have treats toss several on the ground to see if dog will approach. ● If you have a playful dog, you can try running away a few steps to hopefully engage the dog in play, it

may run after you. Distracting the dog from the fact that it is loose can work.

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● Try showing the leash and saying “Want to go for a walk?”, “Want to go for a ride?”, “Want to go outside?” Surprisingly, these can work with the right dog!

If you can get close enough to the dog you can try to loop the leash over their head. The act of reaching out towards the dog or over their head may trigger them to run away. If they do approach you, try to reach under their neck or to the side of their face to take hold of the collar to leash them.

*If you cannot catch the lost dog, try to find a nearby staff member or go to the front desk for assistance.

Interactions with the dogs

Reward-based Methods Used As mentioned earlier in the handbook, we employ a reward based system of reinforcement when working with our dogs, and all other animals in the shelter. While in our custody, it is our job to keep all of the animals safe, comfortable and well cared for. Organizations such as The Humane Society of the US (HSUS), the American Veterinary Society of Animal Behavior, and the Association of Pet Dog Trainers all endorse positive dog training as the most effective and humane way to train dogs. We ask that you refrain from the use of punishment when handling the shelter dogs. This includes:

● Verbally scolding a dog

● Collar corrections, such as snapping or popping the leash

● Alpha Rolls

● Grabbing their muzzle

● The use of a choke or prong collar

The positive training philosophy helps to build the bond between animals and people, it promotes trust and confidence instead of fear and pain. We want the dogs to understand that people bring all the good things in life.

Dog-Dog Meetings Only staff and specifically trained volunteers are responsible for handling dog-dog meetings. These meetings take place when a potential adopter brings their own dog to meet with one of our shelter dogs. Please do not conduct a dog meeting.