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Ambassador Training Packet

Updated 2019

Welcome Thank you for becoming an Ambassador for the Connecticut Humane Society. We know that your poise, communication skills and enthusiasm for our organization will make you an excellent representative! While it is impossible to give you every detail about the many aspects of our large organization, this guide will assist you with the most common areas of inquiry.

Objective Trained Ambassadors represent CHS in the community. They share information with the community about the organization’s history and future direction, programs and services, animal care, and raise awareness for animal welfare issues.

Community Ambassadors attend community events at CHS booths, have informal conversations with event attendees, and distribute information about the organization.

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Mission Statement and Core Values "The Connecticut Humane Society is the leading resource in the state for companion animal welfare, enriching the lives of families and communities through adoption services, medical care, education, and prevention of cruelty." We envision a state where each companion animal finds a permanent, compassionate home, where communities are enriched by the special bond between people and animals and where cruelty no longer exists. With this clear and unified understanding of our purpose, direction and path we set out our core values: STEWARDSHIP: We manage and allocate all our resources to remain steadfast to our mission, to achieve the greatest good, and to ensure the future of our organization. QUALITY CARE: Our actions and decisions are based on providing the best medical and shelter care and services to the most animals. We respect the life of each individual animal, while focusing on the welfare of staff, community, and the animal population as a whole. COMMUNITY-FOCUSED: We enrich the Connecticut community we serve by placing safe, healthy companion animals in responsible, loving homes. RESPECT: We treat all persons with dignity and respect in a non-judgmental manner. The general public, our staff members and volunteers are all viewed as our partners in improving animal welfare and in fulfilling our Mission.

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Brief History

Founded in 1881.

Founder: Gertrude O. Lewis, 18-year-old Hartford High School senior.

Original clients: abused and orphaned children, abused seniors, abused members of the disabled community, working animals, farm animals, and companion animals (pets).

Provided services for people and animals up until 1965 when the state founded the Department of Children & Families (DCF).

CHS Today

Focus is on companion animals: dogs, cats, companion small animals, and birds.

Three care locations: Newington, Waterford and Westport.

90 full-time staff members and over 450 volunteers.

Core Services: Pet wellness and preventative care, pet surrender, pet adoptions, dog training/behavioral services, community veterinary hospital (Fox Memorial Clinic), pet food pantry and humane education.

CHS Looking Forward

Pet wellness continues to take a leading role at CHS and in animal welfare nationwide.

Whereas CHS used to focus primarily on adoptions, the future will include a stronger response and pro-active strategy to promote pet wellness in the facilities and in our communities.

There will be a stronger effort to keep pets in homes and to provide the resources families in crisis need (such as Pet Food Pantry, low fee medical care, etc.)

The vision is to add low-fee veterinary medical hospitals in Fairfield and New London Counties, while updating the adoption facilities to represent best practices for pets in transition.

For the time being, CHS will continue to partner with out of state rescues as space in our own facilities allows. We can save more lives and continue to provide great pets for the people of Connecticut.

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General CHS Information

CHS is a private, 501c3 non-profit organization.

CHS is not a state agency.

CHS is not affiliated with any other animal welfare groups including national groups like the HSUS and ASPCA.

Donor/Support Information

100% of every donation is spent on the pets.

Funding comes from private donations from individuals, foundations and corporations, fees for services, and from the interest on endowment investments.

CHS does not receive federal, state, or municipal tax dollars.

Annual budget of 8+ million.

Visit CThumane.org/donate to make a gift or to sign up for secure automated monthly giving.

All donations are tax deductible.

CHS accepts donations of pet food and supplies in addition to monetary donations.

Visit CThumane.org/donate to view the full wish list.

Donors that are interested in conducting a fundraiser to benefit CHS can find information on the website: CThumane.org.

CHS holds signature fundraising events each year. Information can be found at CThumane.org.

To leave a lasting legacy for the animals, consider leaving CHS in your will when planning your estate. More information can be found at CThumane.org.

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Pet Intake Program

CHS is a managed intake organization. This means we do not to accept every pet that comes through our doors, instead we take in only the pets that are a good fit for our adoption program.

Pets are accepted from the general public, local municipal animal control officers, and other animal welfare groups.

Some pets come from over-crowded southern shelters that CHS partners with.

CHS accepts dogs, cats, small companion animals (guinea pigs, rabbits, hamsters, ferrets, etc.) and birds.

CHS does not accept wildlife. The DEEP (Department of Energy and Environmental Protection) maintains a list of wildlife rehabilitators.

By law CHS cannot take in found/stay dogs. These animals must be brought to animal control and placed on a 7-day stray hold before they can be accepted into an adoption program.

CHS does not accept feral cats into the adoption program.

An intake fee of $80 is requested for private surrenders to defray the costs of caring for the animal. On average, it costs over $750.00 to prepare one pet for adoption.

The intake fee may be discounted or waived if it is a financial burden.

An owner-requested euthanasia and cremation program is available for people in financial need.

CHS accepts pets of all ages, breeds and breed mixes that can be safely placed in the community.

Intake decisions are based on a phone interview and in-person evaluation.

CHS accepts pets with health and/or behavioral issues that can be rehabilitated through our wellness programs and safely placed in homes.

CHS does not accept pets with a bite history or a history of severe aggression.

CHS does not accept pets with wounds of unknown origin due to potential risk of rabies.

Surrender appointments are recommended.

Depending on available space and resources, CHS can accept a limited amount of walk-in surrenders.

Statistically, the most common reason for pet surrender is “moving and can’t keep.”

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Animal Care at CHS

CHS does not euthanize for time limits, space, breed, or age and has one of the lowest euthanasia rates in the nation. Statistics may be viewed at CThumane.org/aboutus.

Pets receive a medical examination, necessary vaccines, diagnostic testing for common illnesses, and spay/neuter.

Pets are treated for medical conditions discovered during the exam.

Dogs and cats are spayed or neutered at 2-3 months of age. Spaying or neutering at this age is safe and is endorsed by the AVMA (American Veterinary Medical Association) because it promotes faster healing and fewer complications.

Dogs and cats are microchipped prior to adoption.

Pets receive a temperament evaluation to determine behavioral issues.

Pets receive basic training and behavior modification for behavior problems.

Pets receive daily enrichment.

Dogs are walked a minimum of twice a day.

Cats receive daily cuddling and playtime.

Pets are bathed or groomed if needed.

CHS staff and volunteers follow strict cleaning protocols to prevent the spread of disease and illness.

Pets that cannot be adopted immediately may be placed in a temporary foster home.

CHS does not provide 24-hour medical care. Pets in need of around-the-clock attention are placed in 24-hour veterinary clinics until the pet is well enough to return to CHS.

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Adoption Program

2,830 adoptions conducted in 2018.

95.7% adoption rate in 2018.

Cats make up 51% of adoptions, dogs make up 36% and small animals 13%.

All locations are open 7-days-a-week for adoptions.

Pets that have been cleared for adoption will appear on the “Adopt” section of the website at CThumane.org/adopt.

The website is updated in real-time; once a pet is adopted they will no longer appear on the “Available Pets” page.

Adoption fees vary based on the age and type of the animal.

Adoption fees only cover a portion of the cost of caring for the pets during their stay.

Information about the adoption process and fees can be found at CThumane.org/adopt.

Adoption benefits include vaccinations, spay/neuter, microchipping, and much more.

Adoptive families fill out an adoption questionnaire and participate in a detailed interview with an adoption counselor.

The adoption questionnaire and interview are designed to be educational to promote lifetime matches.

Known medical or behavioral issues are disclosed to the adopter.

The average stay of most pets from intake to adoption is 26 days or less.

Customer service staff place follow-up calls to adopters to make sure the pet is settling in and to answer questions that have arisen.

An adoption may be refused if the adopter does not meet the adoption criteria for a particular pet.

Some animals that come to CHS are transferred to the care of other animal welfare groups that may be better equipped to handle the specific needs of the particular animal.

Animals are adopted quickly (often within a day). CHS makes new pets available for adoption daily. The best way to see the available pets is to visit the adoption section of the website regularly or visit the adoption centers in person.

Pets cannot be put on hold for interested families until they come to meet the pet in person.

After a family has met with a pet and has decided to potentially adopt him or her, holds are handled on a case-by-case basis and can last up to 24 hours.

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Dog Training/Behavioral Services

Dogs receive basic obedience training during their stay from volunteer trainers and staff.

Behavior modification techniques are used to correct problems such as leash-pulling, jumping, and reactivity.

Foster homes are used if additional training or socialization is needed.

Behavioral issues are disclosed to potential adopters along with relevant information for correcting the problem behavior.

Discounted dog training classes are offered for the public at the Newington location by an outside training company.

Classes are open to the public, but dogs adopted from CHS receive a discounted class fee.

Information about training classes can be found on the website. The adoption fee for all puppies under six months old includes six weeks of basic

obedience classes post adoption. Free training advice and in-person consultations are available for adopters. Information

about the Behavior Consultation Program is available on the website. Low-Fee Community Veterinary Service (Fox Memorial Clinic)

Established in 1999.

Substantial startup funding provided by Lucille Fox-Gottlieb.

Community clinic serving people in financial need.

Core services: vaccination clinics & general wellness program.

Due to high-demand, some services book up to two months in advance.

Fox is not an emergency care center and cannot accommodate walk-ins.

Fees are an average of 25-30% less than those at for-profit veterinary hospitals.

Payment is due when services are rendered.

A special assistance fund is used to discount or waive payment for owners in financial need on a case-by-case basis.

The clinic is closed evenings and weekends.

Expansion of the Fox Clinic to other areas of the state is under assessment.

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Pet Food Pantry

Individuals in need of assistance complete a food pantry application.

The application is available for download on the website or can be picked up in person.

Food is distributed at each of CHS’s locations.

Food is donated by individuals and groups that coordinate collection drives.

Information about conducting a collection can be found on the website.

Humane Education

Engaging behind-the-scenes tours are offered at each location.

Four educational programs are offered for youth groups (classrooms, scout troops, camps, libraries, etc.): basic pet care, dog bite prevention, pet careers, and dog breed identification.

Online forms are available to request a tour/visiting speaker or youth program.

Three unique patch programs are offered to scout troops: Pet Pals, Furry Friends, and Animal Advocates.

Monthly PETtalk workshops are offered at the Newington adoption center with a different pet topic featured each month. These workshops are open to the public.

Detailed information about the Humane Education programs and request forms are available at CThumane.org along with other useful pet care tips.

Volunteer Program

CHS has over 450 volunteers between the three locations.

Some volunteers work on-site, while others foster pets in their own home.

Volunteers assist the organization in almost every program area.

Volunteer needs vary by location and change frequently.

Visit CThumane.org/volunteer to view the current openings.

Volunteers are selected through an application and interview process.

Volunteers that work on-site must be over 18, and a six-month commitment is required.

Fostering is a great opportunity for families with children that want to get involved.

Students that need to earn service hours for a school program may conduct a service project (such as a fundraiser or collection drive).

Service project ideas can be found at CThumane.org/serviceprojects.

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Animal Welfare Issues

CHS is an advocate of routine spay/neuter surgery to reduce overpopulation.

CHS is opposed to puppy mills. They are large scale, commercial breeding operations where profit is given priority over the health and proper care of the dogs. More information about puppy mills can be found on the website.

CHS lobbies for animal welfare laws in CT. Visit CThumane.org to learn about current legislative initiatives.

If you are concerned about the welfare of an animal or want to report animal cruelty, contact your municipality’s Animal Control Officer.

Logistics of Staffing an Event or Program Community Ambassadors will be contacted when CHS is invited to send a representative to a community event. Community Ambassadors may attend community events alone or accompanied by other Ambassadors or CHS Staff. These events may last an hour or two to a full day. Some events cover multiple days. When necessary, events will be divided into shifts. Long events may require multiple shifts of volunteers. Ambassadors may be required to assist with set-up and breakdown. This may include carrying and setting-up of a bin of materials, table, chairs, and pop-up tent. Once you sign up for an appearance, make sure to mark the date and time on your calendar. Event Details: A few days prior to your appearance, you will receive a detailed e-mail with the following information:

Confirmation of the time and location of the event

Talking points

Important information about where to park, how to gain entrance, etc.

What materials need to be picked up prior to the appearance. Materials may include a folding table, chairs, tent, handouts, free giveaways, posters, etc.

The name and phone number of the event organizer

Event website if available

What to wear

Any additional notes Prior to the Event:

Review the detailed event e-mail.

If you need directions, find or request them.

Make arrangements to pick up materials from CHS prior to the event.

Review the Ambassador packet, Frequently Asked Questions and current stats sheet.

Familiarize yourself with current information by visiting CThumane.org, visiting CHS’s social media sites, and reading recent newsletters.

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The Day of the Event:

Make sure to wear your volunteer uniform shirt and Ambassador name badge.

Arrive at the event on-time and with a positive attitude.

Allow time for set up.

Make sure to bring your own refreshments if your commitment is several hours. If you are the only person staffing an event/program you must be at your booth for the entire shift and must not leave materials unattended.

Maintain control of your personal items and any supplies. Never leave your space unattended. CHS is not responsible for personal items lost or stolen during the course of public events.

While at the event, keep materials and space tidy.

For shift changes, be on time and allow extra time for parking. CHS will reimburse parking fees if a receipt is submitted.

Do not leave until the next shift has arrived.

Make note of any follow-ups required of CHS staff.

Use the Event Engagement Reporting Form to track interactions with the public.

Obtain receipts for any out-of-pocket expenses such as entry fees or parking. Expenses associated with the event/program will be covered, if requested, and with approval from the Volunteer Manager. Food expenses will not be reimbursed.

Clean up and appropriately close down the event.

In case of an emergency, please contact your staff contact for the event/program. Following the Event:

Return leftover materials and donations to CHS in a timely manner so donations can be processed. Cash and check donations should be left in the office or at the front desk.

Return the Event Engagement Reporting Form.

Submit receipts for reimbursement if necessary. Bringing a Pet: Some venues might welcome pets on-site. CHS pets will rarely be appropriate for these events. Our priority is to find them homes while limiting their stress. Only specific appearances will fulfill these priorities. If it is appropriate to bring a pet to a scheduled event or program, we will discuss the options with volunteers on a case-by-case basis. Volunteers must not bring their personal pet to an event. Bringing Family and Friends: It is your job as a CHS Ambassador to represent the organization at events and programs. We request that you do not bring family and friends along. If you have a special circumstance, please discuss with the Volunteer Manager.

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Treatment of The Public All community members are to be treated politely and with respect regardless of the situation. Every person you come into contact with is a potential adopter, donor or volunteer. By laying the groundwork for a positive experience, you can build a relationship beyond the one interaction that may bring long-term support for our organization. Everything that you say or do reflects on CHS. We expect that your behavior will emulate the CHS mission, and reflect the values of the organization.

Smile!

Be positive in all of your interactions.

Everyone who visits your booth should get a friendly greeting, please stand up and welcome them.

If you are busy talking with another community member, smile and make eye-contact with all who approach your booth.

Invite all those who visit the booth to spin the spinning wheel (if at the event).

Use visual aids (dog treats, activities, games, etc.) to encourage people to visit the booth.

Use open ended questions to create good conversation.

Avoid discussing event attendees or commenting on their situation in any areas where the public may be present.

If questions about other organizations are asked, refer the attendee to that organization instead of trying to answer the question. Speak only about CHS philosophies without disparaging or comparing to other organizations.

Refrain from giving out veterinary, training, or other advice to the general public. What you say to the public will be interpreted as coming from the organization.

Attendees who visit the CHS booth expect to have a positive experience. Please do not voice your frustrations or share complaints about CHS staff, other volunteers, organizational philosophies or operations with the public or other volunteers. If you feel that you cannot support CHS, please speak to the Volunteer Manager about whether this role is right for you.

Volunteers are not allowed to encourage OR discourage a pet owner from surrendering a pet to CHS. Please have them call CHS for assistance.

If you don’t know the answer to a question, be comfortable saying “I don’t know, let me follow-up on that.” Look up the answer on the CHS website or take down contact information so a staff member can follow up.

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Problem Solving: While most community members have happy stories to share about their experiences with CHS, on a rare occasion you may be approached by a disgruntled customer. Perhaps they attempted to surrender a pet and it did not meet CHS’s intake criteria, or they had a negative experience while visiting a CHS location. They may be argumentative, defiant, or in disagreement with CHS philosophies. When dealing with difficult situations:

Give the community member your full attention.

Listen and ask questions to gather information and identify issues.

Repeat the problem so people know you are listening and understand the issue.

Empathize and apologize even when it’s not your fault.

Offer options (what we CAN do vs. what we CAN’T do).

Confirm resolution.

Ask for their contact information so a CHS staff member can follow up if appropriate.

Donations While the focus of events/programs is primarily for raising community awareness, it is also important to let people know that CHS needs the community’s financial support. A donation box will be displayed at most community events. When accepting donations:

Say “Thank you!”

Get the donor’s name, mailing address and phone number for both monetary and in-kind donations so that donations can be recorded properly and donors acknowledged.

Small cash donations do not need to be recorded.

If a non-monetary donation is too cumbersome to manage at an event, politely tell the donor that they will need to take the donation to one of the three locations.

Donations must be returned to CHS. Volunteers are not allowed to keep, borrow or claim ownership of any donations.

Volunteers are not allowed to accept tips or gratuities of any kind. Such items left by attendees are to be recorded as donations to CHS.

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Summary: Thank you for being a representative for the animals and for raising awareness about the Connecticut Humane Society and the services that are offered to the community.

As an Ambassador, you are expected to keep informed about CHS on your own. Please visit the website regularly and read the volunteer newsletter, Petcetera (the e-newsletter), PetLife (the printed newsletter), and the annual reports to keep current. Follow CHS on social media. Community members will expect you to know what is going on. If you know of events that may be of interest to CHS, please contact Ashley Marshall at 860-594-4500 x6308 or via email at outreach@cthumane.org