The difference between being almost right and actually right leads to lawsuits every day. It’s no secret that our society continues to resort to lawsuits as a popular method to work out differences and be heard by a larger audience. Over the years, animal welfare organizations received lawsuit papers for multiple types of incidents.
The best animal welfare organizations implement policies and procedures to promote safety, honesty, and proper care of animals in need. When was the last time you reviewed these policies and procedures? Many times organizations utilize a “set it and forget it” approach to policies and procedures. This is risky business for animal welfare organizations.
How often do you need to review?
It depends on the scope of your animal welfare organization’s operations. A few things to consider before you determine how often to review:
- How many volunteers are a part of your team?
- What is your volunteer turnover rate?
- Do you offer any TNR services?
- Do you provide any veterinary services?
It is important to look at your services and what types of compliance you need to be up to date on. If you offer veterinary services, you need to review policies and procedures more frequently. Review policies and procedures at least once every year but more often if volunteer turnover is high and they type of services you provide requires it.
There are 3 important reasons you need to update policies and procedures on a regular basis.
- Prevents incidents and accidents from occurring.
Policies and procedures provide a solid outline of expectations for volunteers. Those expectations address your operations at the time they are drafted and implemented. Your operations change as you grow and increase your volunteer team. It is important to “relook” at the procedures to identify operational changes, efficiency updates, and missing items.
- Provides the solution to the problem.
Strong policies and procedures include solutions to problems that arise – how to reprimand or address non-compliant volunteers. Having this documented lets volunteers know what to expect and gives you a path to address issues and be consistent with all volunteers. Laws change over time – make sure you update regularly to remain in compliance.
- Protection in the event a lawsuit occurs.
No matter how many steps you take to minimize lawsuits – they do happen. Your defense is only as strong as your documentation. Having up to date compliant policies and procedures helps you with that defense.
You understand the importance of keeping policies and procedures up to date. How do you make it happen with an already overloaded busy schedule? Use this 4-step plan to simplify the process.
- Create a policy and procedures panel. Choose 2-3 strong volunteers to lead the project research for you.
- Review changes. Have the volunteers identify any changes made since your last review. Does a policy or procedure exist addressing these changes or new services?
- Review existing policies and procedures. Look for any changes that need made to comply with regulations, improve overall efficiency, and decrease risk.
- Implement. Make the changes to the policies and procedures. Hold a volunteer training with your volunteers reviewing the changes and updates.
Policies and procedures are vital to the daily operations of your animal welfare organization. Make it a point to update them regularly to keep volunteers safe, visitors, safe, and prevent potential incidents and lawsuits.
September 30, 2016
Foster parents are a vital part of your volunteer organization. They provide a safe haven and care for animals in need. Most animal shelters or animal rescues utilize volunteer handbooks. These handbooks identify how the volunteer program works and typically include a section dedicated to foster parent volunteers.
Foster parents have a unique set of responsibilities. Address these responsibilities in a manual created specifically for your foster parents. Make sure you include these 5 key components.
- Welcome Letter. Include a letter welcoming the new foster home to your animal rescue group. Include statistics illustrating how many animals you help, the number of foster homes in your network, and why they are important.
- Frequently Asked Questions. Address FAQ’s in the front of the manual. These address common concerns for foster parents immediately. Where do the foster animals come from? Can I foster a dog with a full-time job or with no fence? How long does each animal need care? How do I adopt my foster dog? These are just a few samples – include the questions you hear most often.
- Requirements. Address requirements up front. What steps do fosters need to take to “dog proof” their home? What supplies do they need to purchase? What activities are not acceptable for the animals?
- Expectations. What activities do you expect the foster to perform daily, weekly, and monthly? Walking/exercises, training, socializing, grooming expectations, and adoption family appointments need to be outlined in this section.
- Policies and Procedures. Animals are unpredictable. Address what steps fosters need to take in certain situations. Who do they contact if the animal bites them, bites somebody else, shows signs of aggression, or gets sick or injured? Outline when veterinary services need contacted and how the foster parent can help at home.
Creating a strong network of foster homes is the key to successful adoptions. Manage expectations and requirements upfront with a foster manual.
July 29, 2016
Volunteers are a valuable asset for animal shelters and rescues. Without them, shelters and rescues would be unable to achieve their mission. In 2013, the IRS released a report stating that 85% of nonprofit organizations are run by volunteers and have no paid staff. Volunteers are responsible for organizing adoption events, raising funds, and caring for the animals in their animal shelters or rescues. Last week we reviewed the importance of creating and maintaining a volunteer program. One of the prime aspects of that program is to implement a volunteer handbook.
Volunteers differ from paid employees. However, managing volunteers requires a similar skill set. Employee handbooks are common in both small and large businesses. Nonprofit animal shelters and rescues need to implement a similar handbook for volunteers. Here are the two main benefits of a volunteer handbook:
- Sets Expectations. A handbook is a tool that defines what is expected of the volunteer during their time at the shelter. It also identifies what the volunteer should expect from the organization in return for their donated time.
- Protects the Animal Shelter or Rescue. Creating and identifying clear policies and procedures for your volunteer team minimizes liability. The handbook provides guidelines and rules for how negative circumstances will be handled and offers a no-surprise resolution for both parties.
A hurdle many directors face is how to create a concise and informative volunteer handbook. Here are 7 essential sections to include in your handbook:
- What is the story behind your animal shelter or rescue? Tell the story of how you formed. Include your goals, mission, and vision for volunteers to gain a better perspective of who they are serving.
- Set expectations for acceptable and unacceptable behavior. Behavior expectations include how volunteers treat one another, the animals, and the public. Define work expectations in this section as well. Work expectations include the number of volunteer hours, responsibilities, and the appropriate way to take a day of absence.
- Policies and procedures for responsibilities are a tremendous help in minimizing potential dangers or disasters. Explain these procedures in detail in the handbook. This assures you each volunteer has the information prior to volunteering. This is the section you address volunteer training requirements including times and methods of training.
- One of the biggest responsibilities of a shelter or rescue is to take in dogs, cats, and other animals that need care. This section reviews the policies for incoming animals and addresses the intake process including standards your shelter or rescue follows.
- Rescues or shelters that foster animals need a section on foster home policies and procedures. Often times, foster parents are overlooked as volunteers because they are not at the physical shelter. They are a vital part of your volunteer team. The risks and requirements of foster homes differ from other policies and procedures.
- Animal adoption is a major part of your operation. This section identifies the standards and timeframes your animal shelter or rescue follows prior to placing an animal with their forever home. This section also addresses the requirements of adopting families. It is important that all volunteers are aware of the expectations so they can help properly place animals.
- It is common for volunteer handbooks to include a receipt that the volunteers sign. The signature verifies they read the handbook and are aware of the expectations outlined.
Create a strong volunteer program starts by implementing a volunteer handbook. Work with your legal counsel to create a handbook that best suits your animal shelter or rescue needs.
Animal shelters and rescues have the weight of the helpless animal population on their shoulders. They find ways and methods to accomplish their significant missions and visions with minimal funding and resources. Animal shelters and rescues rely heavily on the support of donors who provide needed items as well as financial donations. The last thing they need to add to their daily worries is the risk of a cyber attack that compromises their donor’s confidential information. According to a recent study released by The Global State of Information Security, security incidents increased by 38% and theft of “hard” information rose by 56% in 2015 when compared to 2014. With the threat of cyber attacks on the rise, it is a real concern for many nonprofit animal shelters and rescues. Implement a cyber security program to protect your donors and your animal shelter or rescue.
Here are eight items to include in your program:
- Backup your data. Create a backup of information stored on your computers and server daily. Hackers have the power to compromise your electronic information, making it inaccessible. A backup provides you with an up to date list of your donors and their contact information, simplifying the notification process (a little at least).
- Secure physical data. Store physical donor files and confidential information in a locked, fireproof filing cabinet. Allow access to this information on an as-needed basis. The fewer hands that physically touch the files, the smaller chance they can be misplaced.
- Limit the information you collect. A great rule of thumb to implement immediately is “if you don’t need it, don’t ask for it.” The less data you collect from donors, the less information a hacker gains during a breach.
- Purge unneeded information. If you have years of donor information stored in a back room at your animal shelter or on discs, it may be time to purge it. Keep only information you need. Often times, older files are stored and forgotten about. Holding onto donor files and information increases your chance of suffering from a breach.
- Update computers and software. Update computers and software programs on a consistent basis. Companies release updates and patches to help protect their customers from data breaches. If updates are left unattended, your risk for a breach increases. If you are not technology savvy, hire a local IT company to help keep your system up to date and secure.
- Use encryption. Use a data or donor collection service that encrypts the information your donors enter. Encryption encodes the information making it only accessible by those authorized to view it.
- Train your volunteer staff. Volunteers are a significant help to animal shelters and rescues. They can also be a great risk. If your volunteer team is not internet or computer intelligent, they may unknowingly download malware or spyware. Educate them on what is an acceptable use of the organization’s computers and emails. Make it mandatory that downloads are not acceptable and should be approved by the director. Phishing schemes are a common hacker specialty. Train your team on these to protect your shelter or rescue.
- Purchase cyber liability insurance. Cyber liability insurance is beneficial if it is purchased prior to a cyber breach or theft. Cyber liability insurance protects your nonprofit animal shelter at the time of the breach by paying defense and settlement costs. The best cyber insurance policies take care of the state required notifications, which can be a long and treacherous task.
Cyber breaches are a serious threat to nonprofits like animal shelters and rescues. The unfortunate news is hackers are becoming more creative in their schemes, making it difficult for companies to keep information secure. Implement a cyber security program outlined here to protect your nonprofit animal shelter or rescue.
Animal Shelters and rescues attend adoption events as exhibitors to help raise mission awareness and increase adoptions. Events range from a small open house to a larger event with multiple animal shelters and rescues. Deciding to attend an event comes with risks. Plan in advance to minimize these risks. Train your volunteer team on how their actions can help protect your animal shelter or rescue. Here are five things your animal shelter needs to know before attending a special event:
- Does the event align with your mission? Look at the mission or goal of the event. Does their goal align with your mission? If the two do not align, the event is not in your best interest. Attending an event that does not promote your mission, leaves you open to negative publicity or loss of a positive reputation.
- Read the contract. Most event organizers require you to comply with rules and an agreement to become an exhibitor. Make sure you read the contract or agreement to determine if you can meet these requirements. Common event guidelines include set-up and tear down times, proof of insurance, vaccine requirements for animals, and expectations for how you present yourself during the event. If you are unable to meet the requirements outlined in the agreement do not register as an exhibitor. You risk a negative impact to your animal shelter or rescue if you attend and do not follow the guidelines.
- What can go wrong? Prior to attending an event, make a list of all the potential risks. Risks include animals getting loose, volunteers not showing, animals injuring attendees or volunteers. Once you have a list of possibilities, create a proactive plan that identifies how you will minimize the potential for these. For example, one significant risk is an animal jumping on an attendee and scratching that individual. A plan to keep that from occurring includes making sure volunteers are assisting the attendees while talking to, petting and playing with the animals.
- Choose the right animals. Choosing the right animals to take is a key in minimizing the risk of injury to attendees. Your goal is to increase adoptions by attending the event. Animals that have just recently entered your care may not be a good fit. Choose animals that can handle social situations and interaction with strangers. Animals that are skittish or easily scared have unpredictable behaviors and should remain at the shelter or in their foster home during events.
- Choose the right volunteer team. Volunteers who attend the event need to be knowledgeable of your animal shelter or rescue, your mission and how to present themselves during an event. If you choose to send new volunteers, make sure you pair them with an experienced volunteer that understands adoption event logistics and your expectations.
Adoption and special events are a powerful way to educate and involve your community with your shelter. Follow these steps before attending an event to create a positive experience for all involved.
July 1, 2016
Searching for good quality volunteers is usually a tough task that has to be taken on to keep non profit animal shelters operating. When interviewing and recruiting new volunteers, make sure you are identifying volunteers that match your desired culture. There are many skills to look for in new volunteers but these five will help you identify the top volunteers who may benefit your animal shelter:
1. Energetic. Top volunteers exude energy and you can feel it just by talking to them. They are the volunteers that are excited about new projects and tasks and can inject energy into other volunteers.
2. Passion. Top volunteers are passionate about the cause you serve. Finding volunteers that are passionate about animal welfare, adoption, and well-being is key to recruiting volunteers that will best suit your animal shelter.
3. Take Direction. Volunteers that excel and do the best for your mission, will be able to take direction when needed from management and experienced volunteers.
4. Leaders. Excellent volunteers will have the ability to lead others to help your overall mission. This may be leading other volunteers in training or members of your community to help in donating, adopting, or sheltering for your animal shelter.
5. They Do What They Say They Will. There is no better volunteer than one that commits and sticks to that commitment. They are the volunteers that show their loyalty and commitment to the cause through their actions and do not bail with last minute excuses.
If you can recruit volunteers with these five qualities, your volunteer team will increase its abilities to educate the community and work to fulfill your animal shelter’s mission and vision. Retention of solid and top volunteers will increase at the same time because their success is reconfirmed with how well the shelter is performing and the number of animals being helped in the community.
June 24, 2016
As a nonprofit animal shelter or rescue, you often times rely on volunteers to utilize their personal vehicles for transporting animals or running errands. What many organizations do not realize is that they can still be named in a lawsuit if that volunteer is involved in a vehicle incident while doing volunteer work for the animal shelter or rescue. Since this is the case, it is important for the shelter or rescue to have proper procedures and protocols in place for volunteers using their personal vehicles.
What is The Volunteer’s Driving Record?
To understand and paint a picture of the type of driver your volunteer is, it is best get a motor vehicle record (mvr) on the driver. MVR’s will show you if they have had any past wrecks or speeding tickets and will help you identify high risk drivers.
Policy & Procedures
Proper policies and procedures will identify the do’s and don’ts of driving for the animal shelter or rescue as well include a place for the volunteer to sign that they agree to these policies and procedures.
Do’s of Driving for the Animal Shelter
1. Always wear a seatbelt.
2. Always follow traffic laws.
3. Obey all traffic signs and lights.
Don’ts of Driving for the Animal Shelter
1. Never drive recklessly.
2. Never use a cell phone while operating the vehicle.
3. Never transport individuals not associated with the shelter at the same time.
Is There Insurance for That?
It is true that organizations can still be named in a lawsuit if the volunteer is an accident while running shelter errands. Why? If the volunteers is transporting an animal and hits another vehicle, causing injury to the other parties, they can come back and find the organization to be at fault for those injuries. The good news is that you can add non-owned and hired auto liability insurance to your policies. This coverage provides protection in excess of the volunteer’s personal coverage and helps protect the finances and assets of the organization.