Cyber crime is on the rise with more than 1,000 companies reporting breaches in 2016, a 40% increase from the prior year. As hackers successfully target big-named companies, they are also starting to look at small businesses and nonprofits. Why? These smaller organizations typically have little security in place, making it easy for them to “step in,” take what they want, and move on without being noticed. Nonprofit animal shelters and rescues are not safe from these criminals.

As a nonprofit animal shelter or rescue, you need funds and resources to carry out your mission. The best source of revenue you have is receiving donations from supporters. Sometimes that money is hand-delivered, but in most cases, donors provide you with credit card information to make a donation. Electronic financial transactions make you an ideal target for cyber criminals. There are steps you can take to protect your donor’s information and your animal shelter or rescue.

Steps to Keep Donor Information Safe

  1. Use encryption.

Securing donor information starts with how you receive it. Whether you use third-party software on your website or take the information by phone, you need to secure it. Encryption scrambles the information while it’s being processed so an outsider cannot intercept it. Check with your software to make sure encryption is enabled.

  1. Create a password policy.

Many nonprofit animal shelters and rescues store their donor’s information on site. A hacker can break into your server, e-mail, or computers with little effort. You can create a password policy that establishes a set number and type of characters needed. Fourteen characters are recommended by the experts.

  1. Install data security features.

Firewalls and antivirus software help prevent hackers from accessing sensitive donor information. In addition to installing these features, you also need to update them regularly. Put a volunteer with a strong IT background in charge of this task so it doesn’t get overlooked.

  1. Backup data.

Backup your data daily if possible. While this doesn’t prevent hackers from accessing it, it does help you if there is a breach. Some hackers hold information for ransom or block you from being able to access your data. By having a current backup file, you have a complete list of the individuals who need to be notified their information was compromised.

  1. Educate volunteers.

Today’s hackers stop at nothing to gain access to data – often disguising themselves as popup ads or vendors you use. Educating volunteers on phishing schemes, malware, and other unsafe internet activities keeps your information safe from unwanted downloads.

Cyber Liability Insurance

Each of the steps will help keep your donor information safe but doesn’t guarantee a cyber breach won’t occur. Cyber liability insurance protects nonprofit animal shelters and rescues in the event of a cyber attack or data breach by paying costs associated with the crime. Costs include the following:

  • Notifying compromised individuals.
  • Investigation.
  • Legal counsel.
  • Business interruption.
  • Public relations.
  • Defense.
  • Settlement.
  • Bank costs for reissuing credit cards.
  • Regulatory fines and penalties.

Cyber crime isn’t going to disappear overnight, so it’s critical your animal shelter or rescue takes steps to minimize potential breaches and keep your financial resources safe in the event of a breach.

Like many nonprofits, your animal shelter or rescue may rely on volunteers using their personal vehicles to run errands or transport animals in your care. In the insurance community, these vehicles are referred to as non-owned autos. Even though non-owned autos are not the property of your animal shelter or rescue, you can still be held accountable when a volunteer is involved in a car accident. In some cases, animal shelters and rescues are sued for the damage caused in an accident.

The good news is you can protect your nonprofit animal shelter or rescue by purchasing non-owned auto liability insurance.

What is non-owned auto liability insurance?

Non-owned auto liability insurance provides coverage in excess of the volunteer’s personal auto insurance. It pays for liability claims that your animal shelter or rescue is found liable for and the volunteer’s personal auto insurance doesn’t cover.

Since the coverage is in excess of the personal auto insurance carried by the volunteer, most insurance companies require volunteers to carry a minimum of $100,000/300,000 in limits.

What does it exclude?

There is no coverage on the non-owned auto liability insurance for damage to the vehicle, injury to the volunteer, or lawsuits filed against the individual driver (volunteer).

What types of scenarios does it cover?

Any time a volunteer drives their personal vehicle on behalf of your animal shelter or rescue opens the door to potential risks and claims. Do your volunteers use their vehicles in any of the following scenarios?

  • Running errands: Post office, bank, pick up supplies at Wal-Mart or other stores?
  • Transport animals to events, foster homes, or the vet?
  • Take supplies to an adoption event?

Accidents are unpredictable and can occur during any drive.

What you need to know about minimizing your risks

Investing in non-owned auto liability insurance is the best way to protect your animal shelter or rescue in the event of an accident or lawsuit. There are steps you can take now to help minimize potential risks.

  • Create a cell-phone use policy.

Twenty-six percent (more than 1.1 million) of crashes reported are due to cell phone use, according to the National Safety Council. Having a cell-phone use policy sets the expectation that it is not acceptable for volunteers to use their cellphones  while driving on behalf of your animal shelter or rescue.

  • Request proof of insurance.

Ask volunteers for proof of auto insurance before they drive on behalf of your animal shelter or rescue. If they don’t have the minimums mandated by the insurance company, don’t let them drive on your behalf. Why? If there is an accident, your non-owned auto liability insurance policy won’t pay any costs associated with it.

  • Ask volunteers to sign waivers.

Waivers are one way to help prevent your volunteer from filing a lawsuit after a car accident. While they aren’t always iron-clad, they do minimize the number of claims filed and can help protect you if the volunteer was not abiding by the law.

  • Define the right way to transport animals.

Do you have a clear procedure for transporting animals? Or do your volunteers decide how to transport animals on their own? Animals can be a significant distraction to a driver if they are not properly placed in a moving vehicle. Make sure your volunteers understand the process and review their first few times to be sure they get it right.

  • Request motor vehicle records (MVRs).

Motor vehicle records show you an individual’s driving history so you can see if they are a high-risk driver. If a volunteer has a long list of vehicle incidents including crashes and speeding tickets, it might be better to find a lower-risk volunteer.

Most animal shelters and rescues think they don’t need to worry about insurance for volunteer vehicles. But the truth is, buying non-owned auto liability insurance and implementing these steps are the best ways to protect your animal shelter or rescue.

Animal sanctuaries and animal shelters are often considered the same in the eyes of the general public. While they both have a common theme in their mission – to look out for the well-being of animals in their care – they also have some considerable differences. As an animal sanctuary, animals rely on you to provide a permanent home and care. Since your services are unique, you face unique risks each day. It is important to create a customized risk management or best practices plan to minimize those risks and continue to care for your animals.

Risk Management for Animal Sanctuaries

Risk management or best practices are guidelines animal sanctuaries can create to minimize potential dangers during their daily activities. These risks include, but are not limited to, animal bites, scratches, animal sickness, volunteer injury, volunteer death, slip and falls, and animal escapes.

  1. Volunteers

Volunteers are arguably your greatest asset – donating their time and hearts to maintain your sanctuary’s mission. They are also one of the biggest risks. Establishing a volunteer vetting process and handbook is critical to your continued success.

As valuable as volunteers are, it is important to recruit the right individuals for the job. Interview potential volunteers, conduct background checks, and request references before accepting a new applicant. Look for red flags (volunteering at numerous organizations in a short time) and address them upfront.

A handbook sets expectations for volunteers right away. Include attendance policies, job descriptions, safety information, and animal handling procedures. Reinforce the handbook with structured training and education that gives volunteers the ability to show they understand these policies and procedures.

  1. Animal Injury/Sickness

Every animal that comes into your care has a back story. It’s important to have an animal intake policy that digs into their needs, personality traits, and health. Use this information to understand if you can properly care for their needs or not. If you can, identify what special needs each animal has. If they are aggressive towards other animals, create a space where they can roam on their own and plan to socialize them over time.

  1. Animal Bites/Scratches

Animal bites and scratches can occur between animals or between animals and volunteers. The key to minimizing these incidents is educating volunteers on how to handle animals properly. Volunteers should have a clear understanding of the animal’s personality before they work with them. And they should know what steps to take when an animal bites or scratches them.

  1. Animal Escapes

From time to time, we see scenarios on the news where animals escape from sanctuaries. Create a procedure that mandates volunteers work in at least pairs when entering the animal area and describes how to latch gates and contain animals properly.

If an animal escape does occur, it is also valuable to have a set procedure on how you will notify the public, recapture the animal, and keep the community and volunteers safe.

  1. Visitors

Some animal sanctuaries allow visitors on their property. Make sure you have signs labeling what areas are okay and not okay for them to navigate. Make sure all visitors are escorted by a trained volunteer at all times. And keep visitors away from potentially dangerous animals.

  1. Emergency Preparedness

Depending on where you live, there is a chance for natural disasters to occur. During Hurricane Katrina, many animal-related organizations learned first-hand the importance of an emergency-preparedness plan. Identify now how you will transport animals, where you will transport them, and what volunteers are capable of traveling with the animals to a safe location.

Creating a risk management is important for your continued success as a nonprofit animal sanctuary and helps minimize injuries, claims, and stress.

How can you be a great animal shelter volunteer?  Follow these five steps and you will become one.

1) You must be dedicated to the health and welfare of the animals you take care of in the shelter by giving them your love and kindness, showing them you care by taking care of them when they are sick and feeling left out, being their friend when they have lost their friend.

2) Make sure that they are fed and watered as per the instruction for the animal.  If an animal requires a special diet make sure that they only get the food that is recommended for that animal.

3) Take the time to play and walk with the animals.  Some animals require more vigorous work outs to keep them happy, others only require some petting and attention.  Take the time to know the animals you work with.

4) Once you know the animals read what other volunteers have said about the animals in their write-ups.  Keep track of what you notice about the animals and add your own information about each and every one.  Some of the items you can keep track of are:

  • How well they respond to voice command while playing
  • How well they walk around people and other animals
  • How well they play with other animals
  • Weather or not they adapt to having animals of other species around them (cat and dogs)
  • Weather or not they are approachable by other people

5) You must always be there at your appointed time because the animals depend upon you to be there.  An exceptional volunteer will also make time in their holidays to make sure that the animals are well taken care of.

So if you are thinking of becoming an animal shelter volunteer then the five items above will give you a clear idea of what is needed.  This is really what any animal needs weather or not it is at a shelter, in the home, or a stray.  They all need love and attention.

 

Organizing and maintaining your animal shelter is vital to your continued success as a nonprofit organization. An organized and clean organization attracts more volunteers, donors, and adopting families. Each of these adds your continued success by increasing your mission awareness in the community you serve.

Animal Shelter

Directors and volunteers at animal shelters have a long list of responsibilities to actively carry out the day to day operations. Properly organizing and cleaning often get pushed to the backburner to tackle other high-priority tasks like recruiting volunteers, adopting families, and spreading the word about your work. Creating structure for organization and cleaning helps minimize the stress and makes the process more manageable for your volunteer team.

Best Practices

Here are six best practices to implement and guide you to reestablish order in your animal shelter.

  1. Observe your area. The first step to getting clutter and disorganization under control is to look at your shelter. Find a clipboard and pen and conduct a thorough walkthrough of your entire shelter both inside and outside. Are there areas filled with boxes and forgotten about items? What does the entrance way look like? How does your office look to visitors? Take notes about every room to create a central to-do list.
  1. Request third-party help. As an active volunteer in the shelter, things may appear normal to you that are out of place to visitors. Find a third-party to visit and conduct a walkthrough of the shelter too. Ask them to take detailed notes as they move through the building and find unappealing areas. In addition, ask them to make suggestions what will make your shelter more attractive to outsiders.
  1. Create an organization committee. Recruit members of your volunteer team to be part of an organization committee. The committee is crucial to making sure the responsibilities are planned and carried out by all volunteers. Review the information from both walkthroughs and actively brainstorm ways to make improvements. In addition the brainstorming, these individuals are responsible for researching costs or techniques, leading, implementing the new tasks and protocols. Assign each committee member a designated area of the shelter to oversee during the transition.
  1. Establish a schedule. Create a cleaning schedule that breaks down tasks into detailed time slots. Start by making a list of everything that needs to be accomplished to maintain cleanliness. Break these tasks into groups of how often they need to be completed. Establish groups for daily, weekly, monthly, quarterly, and yearly. Dedicate one Saturday per month to monthly tasks, and one Saturday per month to yearly and quarterly tasks. This type of structure eliminates the guess work for your volunteer team.
  1. Host spring cleaning days. Schedule two “Spring-cleaning” days per year. One is the spring and one in the fall. Dedicate the day to de-cluttering and getting rid of items you no longer need to carry out the mission of your organization. A good rule to follow is if you haven’t used in the past twelve months, toss or recycle it.
  1. Review yearly. In the beginning, it is important to review every quarter until you have a grasp on the amount of volunteer time required to make consistent organization and cleanliness possible. After that, make sure you review your continued progress every year with walkthroughs from a third-party. Actively review the feedback and implement changes that will help improve your overall operations.

Maintaining an organized and clean appearance makes help your animal shelter look more appealing to outside visitors and guests. Use these steps to establish structure and make implementation a breeze for your volunteers.

Running a successful animal welfare organization is a high-demanding job. One critical component of making sure things run smoothly in an animal welfare organization is risk management. Risk management tools are often pushed aside to oversee other vital components of animal welfare like animal intake, volunteer training, compliance, animal adoptions, foster homes, and fundraising efforts. Risk management plans are important because they help organizations identify potential risks, minimize those risks, and set expectations for responding appropriately when risks do occur.

Good News
The most effective risk management plans focus on making risk management a part of your organization’s culture. With a strong on-boarding process and proper implementation, creating a risk management plan doesn’t have to be time-consuming. Follow these eight steps to simplifying the process and make risk management a priority in your animal welfare organization.

Steps to Take

  1. Utilize your volunteers. Volunteers donate their time to your animal welfare organization because they WANT to help the organization fulfill its mission. Don’t try to hold on to tasks that you can delegate to others. Recruit volunteers to serve on a risk management committee that takes on the last six steps of this plan.
  2. Brainstorm potential risks. Your volunteer committee is responsible for brainstorming every potential risk you face on a daily basis – animal bites, visitor slip and falls, volunteer injuries, etc.
  3. Match existing tools. Once they have a complete list, they need to review your existing risk management tools to see if you are addressing certain risks already. Common tools utilized by animal welfare organizations include volunteer application, adoption waivers, foster home guidelines, etc.
  4. Identify a need for new. The most important part of the committees’ responsibilities is to identify a need for new or updated tools. Are the existing tools, policies, and procedures strong enough? Is your organization missing an important item?
  5. Create new tools. Once they identify a need, they need to find acceptable risk management tools to fill the gaps. It is important they understand these new policies and procedures in their entirety and they provide you with a report on their recommendations.
  6. Educate your volunteer team. Schedule training for the committee to educate volunteers on the new policies and procedures. Review the tool, the benefits, and the expectations of the volunteers. Test the volunteer’s knowledge afterward to make sure they fully understand the changes.
  7. Audit the effectiveness. Have the committee schedule a future date to audit the new policy and procedures’ effectiveness. Did your organization experience a decrease in incidents? Do you need to make new updates? Continue to review all risk management tools on a yearly basis.

Visit our website for sample animal welfare risk management tools.

Accidents happen. Every day nonprofit animal shelter teams work to educate, provide, and raise money for animals in need in their communities and beyond. Directors in charge of these valuable animal rescue organizations know firsthand volunteers are the foundation of a nonprofit’s success. But accidents do happen – to volunteers, visitors, and foster parents. Many animal shelters utilize policies, procedures, and handbooks to minimize the risk of incidents and accidents. Do you have an accident investigation plan ready to implement when “life happens”?

Accidents
There are a variety of accidents animal shelters and rescues experience during normal daily operations:

  • Slip & falls
  • Animal scratches
  • Animal bites
  • Animals knocking down volunteers or visitors
  • Scrapes, bruises, and cuts

Each type of accident (sometimes referred to as incidents) requires a unique plan to proactively manage the outcome and take care of the injured parties.
Accident Investigation Plans
Accident investigation plans are too often overlooked as part of the plan to manage accidents. They offer nonprofit animal shelters and rescues a great deal of valuable information. You can identify 3 main items in an accident investigation:

  • What and how the accident occurred.
  • What critical decisions were made or missed?
  • What can you do to prevent in the future?

Taking the time to investigate every accident requires time – but it is time well spent if you prevent future injuries.
Step by Step

  1. Appoint a lead person to investigate.
    Select a neutral individual to lead and conduct the accident investigation. A neutral party has no outside personal ties to any of the parties involved in the accident and is not considered a witness to the accident.
  2. Provide a briefing.
    Provide them with an overview of the accident. What you know happened, where it occurred, who is involved, and what steps are being taken to provide care and treatment.
  3. Inspect the accident site.
    It is important the investigator start by inspecting the accident site. Look for signs of the accident, anything that might have caused the accident, anything that potentially impacted the decision-making process during the accident.
  4. Conduct interviews.
    Have the investigator interview those involved in the accident along with any witnesses. Document facts only and guide interviewees to leave personal opinions out of the discussion.
  5. Analyze findings.
    Review all facts and interview details to gain a 360-degree perspective of the accident. Look for changes and updates your animal shelter can make to prevent future occurrences.
  6. Make changes.
    Implement these changes by updating procedures, policies, and handbooks. Hold a mandatory volunteer training to assure each volunteer has a clear understanding of new expectations. Have each volunteer sign a statement acknowledging they understand the updates.
  7. Document.
    Documentation is vital in any incident, occurrence or accident. Document complete investigation findings in a final report along with updates and changes implemented. Include a list of all volunteers who participated in the training and include their signed acknowledgment form.

Conducting a comprehensive accident investigation seems daunting and time-consuming. It doesn’t have to be. Create a plan and procedure now on how you will investigate future accidents. Your animal shelter or rescue benefits from a better understanding of how and why decisions are made in critical moments. You can be proactive in making changes to minimize future occurrences and promote a safe volunteer work environment.

Introducing a new dog or cat into your animal shelter is a vital yet stressful step in the path to successful adoption. Vital, because it’s the only way to gain a better understanding of the animal’s personality, traits, and behaviors. Stressful, because animals’ behavior is unpredictable – especially when their past leads them to be fearful of people and other animals. If you have volunteers new to the animal welfare world or volunteers who struggle in the initial phases of new animal socialization, now is the time to create an animal socialization plan. An animal socialization plan is a guide for volunteers to better understand animal behaviors. It doesn’t address every possible occurrence – it does provide steps volunteers can take during crucial moments.
The Steps

  1. Initial Introduction. Choose experienced volunteers who don’t get nervous in stressful moments for the animal introductions. Cats and dogs have different temperaments and unique methods for successful introductions.

    Cats
    Introduce cats to other cats in an open area with a few hiding spots set up. Make sure the cat you introduce the new cat to is well-behaved. Give the cat time to explore and feel comfortable in the room. Bring the other cat in after the cat is comfortable. Interact and play with this cat to increase your new furry friend’s trust. Cats cannot be rushed to meet and be friends – it takes time and commitment.

    Dogs
    Initial dog-to-dog introductions require both dogs to be on a leash that allows freedom of movement. They need to feel like they can explore at their own pace. Keep dogs 10 feet apart and give them a chance to sniff one another without touching.

    If any of the animals show signs of aggression, remove the animals from the meetings for the day.

  2. Assess body language. Body language speaks volumes when analyzing dogs and cats in different situations. Pay attention to their body language to gain an understanding of how they are handling and reacting to the situation. Aggressive or uncomfortable body language to look for includes:
    •    Hissing or growling
    •    Raised hair
    •    Stiff body
    •    Bare teeth
    •    Get low (getting ready to attack)
    Lunging at one another
    In these moments, separate the animals and try again the following day.
  3.  Group introductions. After the dogs or cats successfully interact with others in a one-on-one situation, move them to group introductions.

    Cats
    Add more cats to the first room. Watch to see how the cat reacts. Do they run and hide? Play? Attack? As long as all of the animals are behaving well, watch them for varied lengths of time. Increase the lengths of time daily until they can be trusted 100% of the time with the other cats.

    Dogs
    Take dogs into group settings on a leash. Give the dog time to sniff around and then drop the leash, letting them roam freely. Pay attention to their initial reactions and responses to the other dogs. Repeat this daily at increased lengths of time until they can be left on their own.

  4. Human interaction. Throughout the entire introduction process, keep track of how the animals respond to human interaction, new volunteers, male versus female volunteers. Make note of any potential human socialization dangers.

Your ultimate goal is to adopt the animals to their forever homes. The best way to accomplish that is to properly introduce and socialize all animals with other animals, volunteers, and your shelter setting.

Animals in shelters typically come from a background of abuse and neglect. Sometimes these animals have little or no social skills with other animals or humans. Similar to humans, social skills with humans or other animals are vital.

What is socialization?

Socialization teaches dogs to interact with humans and other animals in a friendly manner. Those responsible for socializing dogs use different tactics and methods. Placing dogs in foster homes and forever homes requires they have certain socialization skills. The skills required depend on the makeup of those homes. Do the homes have children, other dogs, or other pets? How does the dog respond to children, males, females, and other animals?

Often times, animal shelters know little about the dogs in their care. Especially when the dogs are found abandoned. In these situations, how do you know what type of environment they will thrive in? The best shelters perform aggression testing to determine what social skills are in place and which need to be worked on.

Proper socialization decreases the dog’s stress and the chance of lashing out. Shelter dogs need to be introduced to socializing differently than a 3-week old puppy. Follow these steps for socializing your shelter dogs:

  1. Choose the right volunteer. Choose volunteers who are calm by nature. Anxiousness is easily detected by the dogs. If the volunteer is anxious or quick to yank on the leash, the dogs get scared.
  2. Introduce them to other shelter dogs. During the initial meetings keep both dogs on a loose leash. This gives the dogs chance to move freely to check out the surrounding environment. Keep the dogs about 8 feet apart to avoid a face to face meeting which many dogs don’t enjoy.
  3. Pay attention. Take notice of how the dogs react to one another. Look for signs of discomfort – stiff body, bared teeth, or growling. Maintain distance between the dogs in these situations or stop for the day if they don’t calm down.
  4. Introduce them to a group setting. After the dogs do well in the one on one introduction, they can be introduced to a group setting. Have the volunteer take the dog into a group environment on a leash. Drop the leash inside – give them chance to explore while still having a method to manage them. Take them off the leash after 20-30 minutes of good behavior. Continue to watch them for another 20- 30 minutes to make sure they remain calm.
  5. Slowly move them full-time to the group setting. Move new dogs into the group setting in stages. Let them stay for a few hours adding time every day until you work up to a full day with the other dogs.

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:

  1. 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.
  2. 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:

  1. 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.
  2. 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.
  3. 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.
  4. 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.
  5. 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.
  6. 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.
  7. 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.