ADOPTION COUNSELING The last step before their forever home! THE WHY Understanding the Value of Adoption Meetings THE WHY: A FOREVER HOME IS MADE, NOT FOUND

 Adoption Meetings help to make an animal’s new home into a forever home through:  Understanding Unique Needs

 Helping adopters talk through their new pet’s unique needs in the context of their home  Recommending Best Practices

 Sharing our standard tips and tricks for a smooth acclimation and for compassionate life-long care  HSHV Resources

 Continuing to build the relationship with HSHV by informing adopters of our great classes, behavior help line, clinic, and more! APPROVAL PROCESS VERSUS ADOPTION MEETING

 What’s the difference?  The approval process asks “Is this a good match?” (handled by Adoption Desk staff)  The adoption meeting asks “What tools can we give the adopter to make this adoption successful and lifelong?” (handled by staff and volunteer Adoption Counselors)  Fluidity between the approval and meeting  Think of the adoption approval and adoption meeting like one conversation  The role of the adoption meeting Checklist

 By starting the checklist first, Adoption Desk staff can help you know what is most important to this animal and this adopter so we can tailor the adoption meeting

 There is also overlap between the above questions. We don’t want to repeat anything unnecessarily. PART I: THE WHAT An Outline of Adoption Meetings THE WHAT: AN OUTLINE OF ADOPTION MEETINGS

 Adoption Meeting Checklist  Highlighted Topics for this Meeting  Unique Needs for the Animal  Acclimation and Lifelong Care  Veterinary Care: Past, Present, and Future  HSHV Resources  Best Practices for Successful Adoption Meetings  What’s in an Adoption Folder ADOPTION MEETING CHECKLIST HOW TO USE THE CHECKLIST

Adoption Desk staff Adoption Counselor

 Check off any checkbox  Go over any unchecked item that either: checkbox  You have sufficiently  If it is already marked off, reviewed during the skip over this topic; it’s approval process OR covered!  Is not relevant or needed for  Most every checkmark topic this adopter or animal is supported by a document to help you feel confident about what to cover with the adopter HIGHLIGHTED TOPICS FOR THIS MEETING

Adoption Desk staff Adoption Counselor

 During the Approval  Before the adoption meeting conversation Adoption Desk you should review the staff gets to know what topics highlighted topics listed and are going to be important to this ensure you are comfortable adopter in order to ensure a discussing them. successful adoption. Adoption  It is okay if you are not an expert as Desk staff may therefore long as you know where to find recommend emphasizing one help! of the standard topics on the  During the adoption meeting checklist or may recommend a you will want to focus on these specific document which they topics and ensure the adopter will print for you. feels confident  Your resources include hshv.org, our hshv books and resources, and of course asking staff!  Don’t forget there is a printer at the Adoption booths! UNIQUE NEEDS FOR THIS ANIMAL

Cats & Dogs

 Adoption Recommendations: the Adoption Desk staff will either print this form for you or check it off the list if there is not one for this animal. More on this later!

 Owner Relinquish Profile: the Adoption Desk staff will go over this at time of approval.

 Medical Summary: Any severe/lifelong medical complications (read over with adopter)

 Long-term or current medical conditions  Handouts to review: the Adoption Desk staff will write in and print out any medical handouts you will need to review with adopters. Any significant medical needs will have been at least preliminarily discussed at time of approval.

 Medications – review of medications animal is currently taking and instructions to continue  Current Medications: the Adoption Desk staff will write in any medications you will need to review and grab for the adopter. Any current medications will have been at least preliminarily discussed at time of approval. More on this later! ACCLIMATION AND LIFELONG CARE

Cats

 Acclimation Period: Bringing Your New Cat Home  Initial stress signs, Small low-stress acclimation space, Comfort items, Adjustment time, Non- invasive and supervised family/child introductions, Not overhandling, Patience

 Introduction to Current Pets: Cat to Cat Introductions and/or Cat to Dog or Dog to Cat Introductions  Interaction Waiver  Cat to Cat: Patience, Separation, Scent swapping, Controlled/supervised introductions, Positive reinforcement  Cat to Dog: Let cat settle in first, Cat sets pace, Reward calm dog behavior, Don’t force interaction, Let cat move freely, Safe hiding places, Keep dog on leash

 Litterbox: Your New Cat and the Litter Box  Quiet easily accessible location, Appropriate number of boxes, Type of boxes and litter, Scooping and cleaning, Relocating, Contact behavior helpline asap if issues

 Enrichment and Play: Cat Toys & How to Use Them and/or Rough Kitten Play  Health/behavioral benefits, Appropriate toys, Play mimics predator sequence, Breaks  Knowing aggression vs. play, Provide enriched environment and playtime, Redirecting, What not to do: don’t play with hands/feet and no physical punishment ACCLIMATION AND LIFELONG CARE

Cats, cont.

 Scratching: Managing Scratching and Trimming Cats Claws  Scratching is natural, Types/number/location of scratchers, Redirecting and praise, Deterrents  Nail anatomy, Ensure cat/person comfortable, Encouragement/distraction/rewards, Don’t take too long, Proper equipment, Teamwork (another person in house, vet, etc.)  You may see a Declaw Waiver with your paperwork. This is part of the approval process Adoption Desk staff handles so you do not need to review it again.

 Safety: Kitten Proofing Your Home  Look at home through eyes of cat, Remove access to dangers/getting stuck ACCLIMATION AND LIFELONG CARE

Dogs

 Acclimation Period: Bringing Your New Dog Home and Crate Training Your Dog  Consistency, Low-stress confinement for first few days, Keeping on leash  Crate is positive not a punishment, Appropriate size, Process of how to introduce to crate

 Introduction to Current Pets: Dog to Dog Introductions and/or Cat to Dog or Dog to Cat Introductions  Interaction Waiver  Dog to Dog: Neutral territory intro, Pack walks, Don’t force interaction, Short/positive interactions with breaks, Be patient, Keeping separate spaces/resources  Dog to Cat: Keep resident cat’s routine, Supervise visits, Separate when unattended, Leashing dog at all times, Redirect inappropriate and reward good behavior, Separate resources, Can take a long time

 Training: Learn to Earn and HSHV Dog Training  Dog should work for what he/she receives, Outlet for natural behavior, Consistency, Establish immediately, Practice  HSHV dog training promotes positive reinforcement, making good decisions, problem solving, strengthens bonds between owner and dog, effective communication; all proceeds go to HSHV ACCLIMATION AND LIFELONG CARE

Dogs

 Enrichment and Play: Dog Essentials and How to Use Them  Pick appropriate toys to satisfy natural dog behaviors and provide enrichment, Pick appropriate walking tools

 House Training: Re-House Training Your Adult Dog or House Training Your Puppy  Recognize signals, Establish a routine, Supervise, Praise, Interrupt mistakes in the moment, Never punish, Cleaning VETERINARY CARE: PAST, PRESENT, AND FUTURE

Cats and Dogs

 Essential Medical Information for Your New Dog or Essential Medical Information for Your New Cat  Common initial symptoms, When to seek vet help, Vaccines/test/preventative given in shelter and needed after-shelter, Potential after-shelter recommendations and difference between Shelter vs. Outpatient medicine  Welcoming adopters to HSHV Clinic through 60 Day Discounted Health Exam: 60–day Discounted Health Exam Waiver- (Exam only will be discounted for 60 days) (Medications for common shelter ilnesses will still only be discounted through the first ten days of adoption)

 Feeding (see side of sample food bag for dry food instructions)  Amount/frequency, Process of changing, What/when we feed in shelter

 24PetWatch Trial of Insurance (see flyer- http://www.petpoint.com/downloads/24PetWatch_Coverage_Chart.pdf  Importance of activating within 7 days, Coverage up to $3000 for select illnesses and accidents

 Microchipping (see flyer)  What is a microchip, How to update info (a.k.a. membership information), What to do if non-24Petwatch microchip HSHV RESOURCES

Cats & Dogs

 Pit Bull Specific: invitation to Pit Pals Facebook group

 Behavior Helpline: answered by Behavior Team staff and a select few trained volunteers, returned calls within ~48hrs

 Visiting hshv.org: adoptions > New Adopter Info and Services > Behavior Help

 Paws to Shop: review shopping list with adoption recommendations, online store, competitive prices with pet stores

 Donations: our wishlist, our amazon.com wishlist, need for towels, point out donation contact number on folder

 Identification and Intake: calling Intake Department if pet is lost, complimentary HSHV tag

 Returns and refunds: HSHV will always welcome one of our animals back, but cannot guarantee a refund REMEMBERING THE WHY: TOP REASONS FOR RETURNS TO SHELTER

Cats Dogs

1. Incompatible with 1. Incompatible with Other Pets Other Pets 2. Allergies 2. Aggression to 3. Not Litter Trained Animals 3. Aggression to People 4. Too Big or Energetic BEST PRACTICES FOR SUCCESSFUL ADOPTION MEETINGS BEST PRACTICES: TIME MANAGEMENT

 Adoption counseling is a balance between providing great information and being respectful of an adopter’s time (the adopter you’re speaking with, as well as the adopters waiting for meetings!)  An adopter will only soak in so much information, so the more tailored the adoption meeting, the more it will help make for a successful adoption  Strive for a duration of 15-30 minutes total per meeting depending on the adopter’s prior experience and animal’s needs (healthy and easygoing vs. special needs) BEST PRACTICES: A CONVERSATIONAL APPROACH

 Try to start each adoption meeting and each checklist item with a question. That way you have an idea of the adopter’s comfort level with the topic and can tailor the discussion to meet their needs.  Examples:

 “Hi! I’m your adoption counselor. Is there anything in particular you want to make sure we discuss today?”

 “Where in the house are you planning on starting your new kitten?”

 “What is your experience house training a dog?” BEST PRACTICES: KEEP AN OPEN MIND AND A SMILE

 Great pet guardians come from all walks of life. Remember the goal of the adoption meeting is to give the adopter as many tools and as much information we can to help make their adoption successful.  An open mind and friendly demeanor is crucial to building rapport.  Any problems or concerns during the meeting? Excuse yourself and find a Supervisor or the Adoptions and FOH Manager. WHAT’S IN AN ADOPTION FOLDER WHAT’S IN AN ADOPTION FOLDER

What Adoption Desk Staff grabs

 Mandatory  Adoption Survey  Medical Summary Report  Adoption Meeting Checklist

 Optional

 Multi-Vaccination Certificate

 Medical Condition Handout

 Interaction Waiver

 Declaw Waiver

 Owner Relinquish Profile

 Adoption Recommendations

 Medical Treatment Discount Document WHAT’S IN AN ADOPTION FOLDER

What you grab: Cats

 Already in Folder  Optional:  Bringing Your New Cat Home  Rabies Coupon handout  Cat to Cat Introductions  Microchip pamphlet  Cat to Dog & Dog to Cat Introductions  Essential Supplies for Cats checklist  Post Operative Instructions  Ways to Help flyer  Don’t forget the Microchip tag!  HSHV Wishlist  Toxic Plants and Food handout  Discounted Health Exam carbon copy handout  Essential Medical Information for Your New Cat  Clinic Pamphlet(purple-half sheet)  Vet Clinic Prices WHAT’S IN AN ADOPTION FOLDER

What you grab: Dogs

 Already in Folder  Optional:

 Bringing Your New Dog Home  Rabies Coupon handou  Dog to Dog Introductions  Microchip pamphlet  Cat to Dog & Dog to Cat  Essential Supplies for Dogs checklist Introductions

 Licensing half-sheet  Post Operative Instructions

 Ways to Help flyer  Puppy packet

 HSHV Wishlist  Don’t forget the Microchip tag!

 Toxic Plants and Food handout

 Discounted Health Exam carbon copy handout

 Essential Medical Information for Your New Dog

 Clinic Pamphlet (half sheet-purple)

 Vet Clinic Prices If the front desk staff has checked yes and circled a color on the cat checklist that the adopter would like to purchase a soft sided cat carrier that is discounted to $27.00 at time of adoption($37.00 from retail area if not adopting)you will grab the adopters color choice from the cat kitchen and place in the carrier instead of the cardboard box. You will learn how to retrieve animals after the adoption meeting is complete during the shadow process. UNTIL NEXT TIME: ACTIVITIES TO COMPLETE PRIOR TO PART II OF TRAINING

 Review all documents that are in adoption folders. Also, new adopter info @ http://www.hshv.org/site/PageNavigator/adop tions/newadopters.html  Watch an informational video on 24PetWatch insurance at https://www.youtube.com/watch?v=jtEYZ3LQ0 E0 END OF DAY ONE TRAINING PART II: THE WHAT Digging into the needs of our animals and adopters DIGGING INTO THE NEEDS OF OUR ANIMALS AND ADOPTERS

Digging in: How to Read Scheduled Medications Digging in: Our Paws to Shop Store Digging in: Adoption Recommendations DIGGING IN: HOW TO READ SCHEDULED MEDICATIONS UNIQUE NEEDS FOR THIS ANIMAL: MEDICATIONS

Making sure they keep getting better

 It is crucial that we remember to send adopters home with the scheduled medications for their animal  The Adoption Desk staff will write for you what medications are currently prescribed to the animal being adopted in the Unique Needs for this Animal section  To know how to tell adopters how much to dose, you need to look at the “Scheduled” section of the Medical Summary Report  When you grab the medication for the adopter, you will need to add a red line sticker to the syringe to show the adopter the appropriate amount of medication  This also includes prescription food  Let’s practice reading scheduled medications! UNIQUE NEEDS FOR THIS ANIMAL: MEDICATIONS

The amount matters UNIQUE NEEDS FOR THIS ANIMAL: MEDICATIONS

Prescription food counts too! UNIQUE NEEDS FOR THIS ANIMAL: MEDICATIONS

Where to find medications

 Unique or pre-drawn medications  Cats

 You will find these medications in the Cat Kitchen, in a bin next to the refrigerator or in the refrigerator. The animal’s name will be written on the bag or bottle. For food, volunteers should ask a staff member to help gather.  Dogs

 You will find these medications in the Dog Kitchen, in a bin on a cart by the door or in the refrigerator. The animal’s name will be written on the bag or bottle. For food, volunteers should ask a staff member to help gather.  Common communal medications  Some medications are used so often in the shelter, we only have communal bottles in the kitchens. Small bottles of these medications are at the Adoption Desk. Not sure which they are? Ask!

 Examples include liquid doxycycline for cats, tylan powder, etc. ADOPTION MEETINGS

Adoption meetings for dogs/puppies that arrived via the Love Train have a few variances to the adoption meeting.

 At time of adoption the Adoption Specialists will discuss the risk of parvovirus for all Love Train dogs/puppies to make sure the adopter is comfortable moving forward. The Adoption Specialist should provide the ACT with all necessary paperwork including the Love Train specific Adoption Checklist and Parvo Facts. During the adoption meeting the staff/volunteer member will read the paragraph on the front side of the adoption checklist to the adopter. The adopter will also be sent home with five days worth of Panacur as a first treatment of Giardia (at time of Intake they receive does of Marquis Paste and Drontal as first treatments of tapeworms, roundworms, whipworms, hookworms and coccidian) DIGGING IN: OUR PAWS TO SHOP STORE HSHV RESOURCES: RETAIL SPECIFIC TRAINING

The Best Tools for their new Best Friend

 Remember, our Paws to Shop retail store is a WIN WIN situation!  We provide our adopters and adopted animals with great tools to help them be successful at home.  And all proceeds go to supporting the remaining homeless animals in our care.  Our prices are extremely competitive with local and big box pet stores.  Just like we match pets and people, we also want to make an effort to match pets, people, and products. Let’s practice! HSHV RESOURCES: RETAIL SPECIFIC TRAINING

Activity 1: Ask or Tell

 Partner up!  Decide who will play the role of the buyer and who will play the role of the seller.  Sellers, pick a random object in the room and try to sell it to your buyer! You have roughly 4-5 minutes.  Buyers, how did your seller talk about their product?  Did they talk about its features? Or did they ask questions to figure out how your needs would be met by the product? HSHV RESOURCES: RETAIL SPECIFIC TRAINING

Activity 1: Ask or Tell

 What this shows us  When we are talking to adopters about our amazing retail products, ask questions to get to know what their needs are and how our retail products can meet those needs.  The why (adopter’s needs) behind a product is always more important than the what (a list of product features)  Can you think of examples from our store for:  An adopter who is adopting a high energy puppy and is worried about them chewing their new couch?  An adopter who was originally going to declaw their kitten but is committed to trying new approaches?  An adopter who might be taking home an under socialized and skittish dog? HSHV RESOURCES: RETAIL SPECIFIC TRAINING

Activity 2: How about you?

 Partner up!  Spend some time asking about your partner’s pets at home.  What are some of their favorite things?  Any challenges?  Field Trip! Be back in the room in 15 minutes.  Help suggest to your partner some of the items in our Paws to Shop store that might be great for them and their pet. PAWS TO SHOP VOLUNTEERS

Paws to Shop has volunteer opportunities as well and helps ensure we are supplying the right tools for a great start. Possible volunteer opportunities include:  Retail Specialist- helps assist customers in the shop during known busy days and times  Offsite: Help at events such as Walk and Wag or our weekly spot at the Dixboro Farmers Market  Behind the Scenes: Help with inventory, stocking, pricing DIGGING IN: ADOPTION RECOMMENDATIONS UNIQUE NEEDS FOR THIS ANIMAL: ADOPTION RECOMMENDATIONS

The most crucial tools to success

 Adoption Recommendation will be printed in a document with notes from our behavior team with hand picked tools for this animal and their special needs

 It will be printed by Adoption Desk Staff at time of approval

 Make sure to thoroughly read and focus on these recommendations The most crucial tools to success, cont.

 Products:  If a product from our Paws to Shop store is recommended, make sure to use our skills we just learned to help match them with that product.  Walk the adopter over to the product in the store and try handing it to them to see what they think about it. People are drastically more likely to buy a product they have held in their hands.  Remember, we are doing our best to give our animals and our adopters the tools they need to be successful.  Handouts:  If a specific handout is recommended, the Adoption Desk staff will print this handout for you.  It is a best practice to glance over the handout before your meeting so you are familiar with the subject.  Please read through this handout with your adopter and make it a focus of your adoption meeting.  Examples:

 Keeping Your High Energy Dog Happy and Healthy

 Adopting a Cautious Kitten

 Cat Tips for Litter Box Problems THE HOW What it looks like altogether (for volunteers only) EXPECTATIONS

 As an adoption counselor, you need regular practice to retain necessary adoption information and stay updated on changes.  This position requires a minimum of 2 shifts per month, or 4 total hours of adoption counseling  At times we may send out urgent emails requesting assistance during busy times. It is much appreciated if you can be responsive to those needs.  The summer season is very hectic! Expect to be busy during your shift, but please don’t feel obligated to stay beyond your end time. A DAY IN THE LIFE OF AN ADOPTION COUNSELOR

 Sign in for your shift  Signing up ahead of time is very helpful, but not necessary

 Check in with the Adoptions Desk  If available, grab a radio

 During down time, feel free to assist as a Greeter

 When an animal is ready to go home, you will hear a radio page “Is anyone available to do an adoption meeting for…” When you hear this, radio back and head up to the Adoptions Desk.

 At the side counter of the Adoptions Desk, there are colorful folders. Grab your folder; it has everything inside you will need for your meeting.  Pay particular attention to the Adoption Meeting Checklist to see what topics have already been covered during the Adoption Approval

 Find your family  Typically, families will be wandering around our Paws to Shop area. Sometimes when it is really hopping, we will use restaurant pagers.

 Find a cozy booth and take a seat

 A great way to start your meeting  “Congratulations on adopting! What topics are most important to you that we talk about today?” YOUR FIRST FEW STEPS

 Shadowing  Completing the Adoption Counselor Training Log  Approval from Supervisor  Adoption Counselor Schedule YOUR FIRST FEW STEPS: SHADOWING

 The importance of shadowing  Shadow a variety of staff and volunteer adoption meetings: 8 cats/kitten, 8 dogs/puppy  Feel free to ask questions before, during, and after the meeting  Be your own advocate; ask to shadow and be proactive!  Log your shadowing hours under: “Adoption Counselor Shadowing” in VIC

 The Adoption Counseling assignment will be open on your VIC account so you can see when other trained volunteer AC’s are scheduled. Until you have been approved to do adoption counseling on your own, please do not sign-up under this assignment. SHADOWING CONT.

 During the shadow process you will learn how and when to retrieve the animals after the adoption meeting and bring them up to the front to the awaiting adopter.  If the front desk staff has checked yes and circled a color on the cat checklist that the adopter would like to purchase a soft sided cat carrier that is discounted to $27.00 at time of adoption($37.00 from retail area if not adopting)you will grab the adopters color choice from the cat kitchen and place in the carrier instead of the cardboard box. YOUR FIRST FEW STEPS: TRAINING LOGS

 Location of the logs will be at the Adoptions Desk in the far left silver metal tray on the middle counter  Make sure they are kept up-to-date for accurate record keeping! Filling out the log is your responsibility.  Once you have completed your required number of shadows, it’s time to have someone shadow you. Have Supervisors or Krista shadow you twice in each species meeting.  That’s a total of FOUR shadows by a Supervisor  Please ensure at least two different Supervisors have shadowed you (document name HRF-044) YOUR FIRST FEW STEPS: APPROVAL

 How will I know when I am approved?  Step 1: Your training log is complete and a supervisor have signed-off on meetings they shadowed you on  Step 2: Email [email protected] to let me know you have been signed off  Step 3: Krista will notify Karen/Tawn to update your VIC account to reflect Adoption Counselor as an assignment.  Step 4: Once your account has been updated by the volunteer department, you will receive an email  Step 5: Congratulations! You are now an important member of the Front of House Adoption Team! YOUR FIRST FEW STEPS: SCHEDULING IN VIC

 Once you have been approved, you will sign- up under the Adoption Counselor assignment.  As you look at the schedule, you will notice that we have identified areas of highest, high, medium and low need. Please consider this when choosing your time.  When choosing your time, you can either select a predetermined time-slot or use the “You choose the times” option at the bottom of the list.  For areas of “highest need”, feel free to schedule two or more volunteers during the same time. THE HOW: GETTING OUR PAWS WET Practice Scenarios WHAT WOULD YOU RECOMMEND AND WHY?

 A couple has a cat at home and wants to add another. They have chosen a 4-year-old previously spayed female who was found as a stray. She is housed in a communal room.

 An adopter’s dog passed away a few months ago. The adopter lives in a house with a fenced backyard, has experience with large dog breeds, and has no other pets. The chosen dog is a 3-year-old pit mix that was surrendered by its owner. WHAT WOULD YOU RECOMMEND AND WHY?

 A 21-year-old adopter who lives in an apartment with 2 roommates has come to adopt a kitten. The adopter’s family had pets but the adopter has no experience caring for a pet as an adult. The kitten is 2 months old and was sterilized yesterday.  A family with two children, ages 7 and 10, have chosen to adopt a 5-year-old Love Train Beagle mix. There is currently a cat in the home. The parents have experience with dogs, but not since the birth of their children. They live in a condo with no fenced yard. WHAT WOULD YOU RECOMMEND AND WHY?

 An adopter with 2 cats and a small dog has chosen to adopt another dog. The dog is a 3- month-old puppy that was sterilized 2 weeks ago. It is currently on a special diet for diarrhea.  An adopter with 2 dogs has chosen to adopt two 2-month-old kittens that were sterilized recently. One kitten is on eye meds. The adopter lived with cats as a child, but has not had them as an adult. Thank you!

Adoption Meetings are a crucial step in finding forever homes for our furry friends. Thank you for making a difference!