Operations Section

Animal operations manager
    Adoptions and fostering
    Animal health issues
    Animal shipping
    Public health issues
Triage
Facility
Information technology
Webmaster
Security

Animal operations manager 

Task, function or purpose

• Operations encompasses all the core functions related to animal admission, care while at the shelter, and disposition (release to owners, transfer to remote shelters, adoption

Dog management

• Feeding and watering
• Walking (twice a day)
• Bathing and grooming
• Cleaning bowls, kennels
• Medical treatment if needed

Cat management

• Feeding and watering
• Bathing and grooming
• Cleaning bowls, kennels
• Medical treatment if needed

Non-domestic and pocket pets management (birds, hamsters, rabbits, guinea pigs, ferrets, etc.)

• Feeding and watering
• Bathing and grooming
• Cleaning bowls, kennels
• Medical treatment if needed
• Fostering to available and competent rescue groups

Front desk management

• Admissions and releases
• Owner visitation check-in and check-out
• Coordinate entrance and exit veterinary examinations and microchipping
• Information venue for public
• Volunteer check-in and check-out     
• Communication with command center
• Fostering        

Veterinary services

• Oversee all veterinary examinations
• Medical decisions
• Train incoming veterinarians and assign work areas or tasks
• Work closely with scheduling of veterinarians and veterinary technicians and place in locations where needed
• Admission physicals microchip; photograph; start record
• Endo and ecto parasite control
• Animal health monitoring
• Exit physicals
• Triage
• Transfer to other veterinary facility

Operational needs

• Separate areas for large and small dogs, if possible
• Separate quarantine / isolation area for sick animals
• Separate quarantine area for animals under observation for biting
• Separate quiet area for fractious cats (controlled access)
• Separate area for aggressive dogs (controlled access)
• Foster non-domestics due to special needs (identify qualified rescue groups)

 Staffing requirements

• Operations manager
• Front desk manager
• Front desk volunteers – number dependent on work load
• Runners (to transfer animals to and from kennels and perform other tasks)
• Veterinary services manager
• Veterinarians to head designated areas (dog, cat, non-domestic, admissions, triage, isolation)
• Veterinarians to assist in designated areas
• Veterinary technicians
• Animal behaviorist
• Psychologist or social worker for personnel and owner issues
• Volunteers to feed, water, clean kennels, and walk dogs

• Tables
• Computers and access to shelter database (with restrictions)
• Copy machine
• Basic office supplies
• Phones
• Wagons, carts
• Cages, kennels,
• Food / water bowls
• Dog / cat / bird / other pet foods
• Special needs foods
• Buckets, mops, rags, other cleaning equipment
• Cleaning products, disinfectants
• Hoses and washtubs
• Hot water source
• Protective gear (gloves, boots, etc.)
• Kitty litter
• Leashes, muzzles
• Gallon plastic water cartons
• Brushes, combs
• Clippers
• Medications (see Triage section for recommendations)
• Shampoos
• Cage dryer
• Towels
• Bedding materials
• Dog / cat beds
• Cat hide boxes
• Portable fencing
• Food storage bins

Records, forms, checklists, SOPs (Standard Operating Procedures)

• Admission Form
• Admission SOP
• Rescued Pet Admission Form
• Lost Pet Owner Information
• Permission for 2^nd Party Pick Up
• Assumption of Risk Form
• Owner Log–in Form

Organization and flow diagrams

• Operations Organizational Chart
• Front Desk Flow

The LSU Experience: Animal operations

Adoptions and Fostering

Task, function or purpose

• Liaison with local animal shelters
• Arrange placement of animals relinquished for adoption by their owners
• Organize and host foster-day events for placement of un-owned pets (e.g. rescues) and pets that have been temporarily relinquished by their owners; coordinate volunteers to assist
• Develop adoption contracts appropriate for the situation

Staffing requirements

• Volunteer coordinator with shelter experience and familiar with adoption procedures
• For full coverage, a minimum of two volunteers daily to divide a 12-hour day into two 6-hour shifts; alternatively, a published schedule of limited hours
• Four volunteers per shift that understand the screening process and know how to look for the red flags.  Four volunteers could work in pairs so one is always manning the adoption desk while the other takes an adopter through the animal release process

Equipment needs

• Access to a quiet room for telephone communications, etc; working phone
• Computer and access to the shelter database to obtain information on animals/owners and to     keep foster information
• Copy machine

Records, forms, checklists, SOPs (Standard Operating Procedures)

• Policy on Local Adoption
• Animal Adoption Information Sheet
• How to Find a Foster Home
• Questions for Fosters and Owners
• Owner–Foster Contract

Things that could be set up ahead of time

• Volunteers should be made aware of the adoption policies (this should be a written document that is included in a New Volunteer Information Packet that volunteers receive before they start or on their first day
• If adoptions are to be held locally, the specifics as to when and how to apply and when and how adoptions will be carried out, should be developed
• Specific areas should be designated as places to go to receive updates from the command center or the area supervisors

The LSU Experience: Adoption  (control + left click to follow the link or see The LSU Experience section)

Animal Health Issues

Daily care of the shelter animals should be done according to the Animal Welfare Act standards with respect to housing, daily observation, nutrition, storage of food and supplies, availability of water, and exercise to the extent possible.

A potential problem may be the crate sizes available for containing the animals, especially large dogs.  The largest wire crates available may not provide the minimum space requirements for large breed dogs.  These animals should receive longer or more frequent periods of exercise unless there is a reason not to (extreme weather, health status, etc.). 

Animals may arrive with a variety of pre-existing medical problems – both known (reported by owners) and unknown. Problems likely to occur include: 

• stress-related behaviors

• bites

• aggression

• infectious diseases  (e.g. cat respiratory viruses)

• heartworm

• flea problem / environmental infestation

• skin problems

• eye problems

Records, forms, checklists, SOPs (Standard Operating Procedures)

• Interim Guidelines for Animal Health and Control of Disease Transmission in Pet   Shelters
• Animal Care Sheet
• Medication Log
• Dog and Cat Vaccine and Endo- and Ectoparasite Control SOP
• Bite Protocol
• Release Form for Bite Quarantine Animal

The LSU Experience: Animal Health Issues  (control + left click to follow the link or see The LSU Experience section) 

Animal shipping

Task, function or purpose: Placement of unclaimed animals in remote shelters that agree to 1) place pets in appropriate foster homes or hold them for a designated time and 2) facilitate reuniting pet and owner

• Identify partner shelters and rescue groups (we advise working only with groups that have established systems to foster and track animals, due to transport regulations and also to facilitate easier owner-pet re-uniting.  Shelters within less than 10 hours driving distance are preferred; for shelters > 10 hours, request two drivers to avoid an overnight layover.
• Coordinate ASPCA approval of receiving shelters
• Develop shelter contract
• Develop shelter-foster contingency adoption / fostering agreement
• Develop exit / record handling procedures
• Identify animals to ship (ship animals from same household to same shelter)
• Arrange appropriate transport following the guidelines in the Animal Welfare Act or if necessary, the minimal guidelines in the shelter agreement addendum.
• Arrange for suitable transport kennels
• Coordinate exit examinations and loading
• Follow up to confirm safe arrival
• Communicate disposition of individual animals to Information technology (IT)

Operational needs

• Knowledge of Animal Welfare Act regulations, especially those that pertain to shipment and intermediate handlers (see Animal Welfare Act Specifications for the Humane Handling, Care, Treatment, and  Transportation of Dogs and Cats (Title 9, Chapter I, Part 3, Subpart A)

• Knowledge of Department of Transportation (DOT) regulations for vehicles and drivers
• Establish a firm cut-off date for animal pick-ups, fostering or adoptions so the number of animals that need to be placed does not keep changing
• Establish acceptable practices (vs. ideal) for disaster situation if necessary
• Shipping arrangements should be the responsibility of the emergency shelter to insure that appropriate vehicles are utilized and regulations followed
• Funds should be available for shipping; it should not be expected that this will be done gratis
• Staff and transport personnel willing to load animals late at night or early morning in disaster areas where there is high ambient temperature and high humidity

Staffing requirements

• Manager to negotiate with shelters and transporters and oversee all functions
• Records coordinator to arrange staging of exit physicals and paperwork
• Supervisor for supplies and loading
• Logistical support (someone knowledgeable of above operational needs)
• Extra volunteers to assist with exit process on day animals are shipped out (experienced handlers preferred)
• Behaviorist to establish profiles of each animal and evaluate animals for “adoptability” (ideal situation)

Equipment needs

• Phones
• Walkie-talkies
• Internet access
• Computers / printers
• Copy machine
• Basic office supplies
• Pet ID collars
• Microchip equipment (reader and microchips)
• Animal restraint devices – leashes, muzzles, towels, gloves, etc.
• Medications and supplies (syringes, needles) for chemical restraint
• Pill pockets for meds given during exit physicals (e.g. flea pills)
• Transport kennels (various sizes) and quick-release cable ties
• Gurney
• Fork lift
• Climate-controlled animal transport vehicles operated by licensed intermediate handlers

Records, forms, checklists, SOPs (Standard Operating Procedures)

• Animal Welfare Act Specifications for the Humane Handling, Care, Treatment, and Transportation of Dogs and Cats (Title 9, Chapter I, Part 3, Subpart A

• Shelter Agreement

• Contingent Adoption / Foster Care Agreement

• Exit Protocol

• Exit Stations

• Pre-Shipment Release Form

• Animal Records Copying Instructions

• Records Checklist for Animal Shipping

• Special Needs Flyer

• Instructions and Emergency Contacts for Drivers

• Biosecurity for Your Newly Fostered / Adopted Animal

• Checklist for Domestic Commercial Airline Shipments of Companion Animals

• Creating a Loading Plan

Things that could be set up ahead of time

• Identify partner shelters within range of the potential disaster area and establish written agreements.  Formal contracts should use appropriate legal terminology.
• Electronic record systems and animal record forms
• Identify licensed intermediate handlers to transport animals; maintain a list of contact information, fees, and the type(s) of vehicles available, including actual dimensions

Information sources

• Animal Welfare Act
• ASPCA
• IFAW

The LSU Experience: Animal Shipping (control + left click to follow the link or see The LSU Experience section) 

Public health issues

Animals housed in temporary shelters are cared for by numerous volunteers with a wide range of experience, skills, and abilities.  Many volunteers have no or little experience with fearful or aggressive animals.  Volunteers may be bitten as they rush to remove an animal from a crate or take it from someone else.  Procedures should be in place for unskilled volunteers to receive training in animal handling and safety.

Please see The Role of the Public Health Service in the Preparation Primer section and also The LSU Experience: Public Health Considerations  

Triage

Task, function or purpose

• To evaluate and treat sick animals on initial presentation to the shelter or that become ill while at the shelter

Organization

• For heavy patient load: 2 veterinarians and 2 technicians working12-hour shifts.  Also one kennel staff to clean cages and area, walk dogs, and force feed cats.  When fewer animals are being admitted to the shelter, only 1 veterinarian and 1 technician may be needed per shift.
• Patient rounds held between changing shifts to familiarize the relieving veterinarians with cases.
• List of supply and drug needs provided to triage coordinator daily
• Cases requiring care beyond the resources of the shelter are communicated to the coordinator who identifies appropriate facilities, arranges transport and attempts to notify owner (not always possible to locate owner).  A copy of the animal information sheet, medical records and lab work are sent with the animal.
• Maintain medical records / treatment sheets
• Triage is only for animals requiring intensive treatment or observation; simple medical problems (e.g. oral medications BID) are treated by the attending veterinarians in the wards although the triage area may serve as the location for the central pharmacy.

Staffing requirements

• Triage coordinator: lead veterinarian responsible for organizing the triage, getting drugs and  supplies and acting as the sole liaison for transferring patients to other veterinary facilities as needed; 12hour-shift and on-call if only one person
• Veterinarians:  examine and treat sick or injured animals on presentation to the shelter or animals that became ill during their stay
• Veterinary technicians: assist veterinarians with examinations and treatments

Equipment and supply needs: The following tables are intended as a guide.  Needs will vary with the type and scope of disaster and the final selection is at the discretion of the veterinarian in charge

Triage Drugs and Supplies

Triage Table 1

Triage Table 2

Triage Table 3

Things that could be set up ahead of time·        

• A mobile veterinary unit could be sent on day one and then a triage hospital set up over the next few days.

• Scheduling of veterinarians and vet techs needed in advance.

• Prior arrangements with other veterinary facilities that might be needed for complicated cases or that require specialized diagnostic or other equipment.

• Identify multiple sources for equipment, supplies, and medications as demand may exceed mobile unit and local resources.  Develop lists of veterinary supply companies and local / regional veterinary practices.  Place these sources on alert (“pre-order”) prior to the event if it can be anticipated.

The LSU Experience: Triage (control + left click to follow the link or see The LSU Experience section)

Facility / Facility manager  

Task, function or purpose

• Develop facility plan that addresses animal and human needs, security, and safety
• Develop approved floor plan design in coordination with the safety officer (may also need Fire Marshal approval)
• Develop a security plan to include exterior posts with security placement – to include hours of operation for the facility.
• Schedule facility staff – uniformed identification for advancement into facility and other secure areas (armbands or security tags)

Operational needs

• Phone lines
• IT lines
• Electricity
• Security system – to include the involvement of your local police department or military.  Need to have someone contact Military Operations prior to event so that the facility is put on a list for military assistance.  We needed this for support of the facility because local forces were stretched on other tasks.
• Maintenance (cleaning, garbage removal, etc.)

Depending on age of building and location of needs this may be a timely process – will need plenty of warning to prepare for such tasks.

Staffing requirements

• One key person in charge to make decisions and coordinate with other section leaders
• Office support to answer phones and process requests
• Maintenance coordinator to assess needs and schedule staff
• Maintenance personnel (number will vary with size of facility and disaster-use needs)
• Electrician and plumber on site to assist in all maintenance type needs that may arise.

Equipment needs

• Generators – insure facility can take additional voltage, etc.
• Cleaning supplies
• Fire extinguishers and fire exits to be well-marked and publicized for both staff and volunteers
• Fans (or portable cooling/heating units) – insure facility can maintain the extra pull of electricity – may need to acquire additional voltage boards.  Extra cooling units may need to be planned for logistic purposes.  The use of fans also posed problems with extension cords and other electrical issues.  Having a portable cooling unit may be a better operation if the facility being used logistically cannot support cords, etc.
• Fencing
• Additional storage units for supplies (e.g. trailers) – make sure ample space is available for storage of supplies – may need refrigerated trailers for medical supplies or food items

Records

• All records will be developed internally for use – items may vary depending on facility and their need
• Cost records, supply records, overtime hours of crew and staff, and additional needs noted for next crisis may be a few forms that need to be developed prior to facility operations

Flow diagrams

• The facility coordinator/manager should be placed above her/his immediate staff and then placed on the top of any additional flow charts for the emergency shelter.  However, all military personnel, police involvement would then potentially change this flow.

Things that could be set up ahead of time

All items for this section regarding the facility will need to be touched on before the first volunteer, staff or animal enter into the building.  I know this is possible for hurricanes and such, but for immediate disasters, it calls for an established plan to be developed and ready for action:

• Main operations of the facility – how things will run
• Interior and exterior security of animals and humans
• Electrical needs
• Plumbing needs
• Storage needs
• Phone and IT needs
• Facility Needs – rooms, offices, equipment, supplies, etc.  Floors and surrounding areas may need to be covered in order for use. 
• Need to treat all animals for infestation issues (fleas).  Treatment should be done numerous times if the animals are in the same areas for extended periods of time.

Information sources: The LSU AgCenter

The LSU Experience: Facility Manager  (control + left click to follow the link or see The LSU Experience section)

Information technology / IT manager

Task, function or purpose

• To track the arrival of an animal to the shelter, its movement through the facility and its disposition upon leaving the shelter
• Establish and maintain records in hard copy and digital formats
• Gather information from each section; update as needed (intake, release, stall change, triage check in/out forms)
                          Front desk (intake and release)
                          Dog section(s)
                          Cat section(s)
                          Triage

• Track other information
                Owner check-in/out
                Volunteer check-in

• Data entry

• Filing
• Record modification
• Modification of folders
• Digital imagesT
        Take images of all animals
        Any rescued animals must have good face and body shots with emphasis
                     on distinctive characteristics
• Preparation of reports
       Census
       Section Inventories
       Dogs
       Cats
       Triage
       Animal shipping docket
       Animal shipping report