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AUGUST 2019
Volunteer
Handbook
Updated August 2019
Paws and Think, Inc.
c/o Plews Shadley Racher & Braun LLP
1346 N. Delaware St.
Indianapolis, IN 46202-2415
(317) 520-2729
www.pawsandthink.org
AUGUST 2019
WELCOME TO PAWS & THINK
Dear Volunteer,
Welcome to Paws & Think, and thank you for volunteering! Our volunteers are the backbone of our
organization, and because of you, we are able to make a huge difference in the lives of those we
serve.
Volunteers bring a wealth of skills, knowledge, and experience that allow Paws & Think to provide
services and programs that would not otherwise be possible. From our Youth‐Canine Programs to
our Animal-Assisted Interventions (“Pet Therapy”) Programs, volunteers are our biggest champions
and one of our greatest assets.
We hope that you find your volunteer experience with us to be fulfilling and rewarding. This
handbook will help you have the best possible experience as a volunteer. It answers frequently
asked questions and gives information about the organization, our programs, and your role.
We cannot be successful without you. Thank you in advance for helping improve lives through the
power of the human‐dog connection. Welcome aboard!
Sincerely,
Kelsey Burton
Executive Director
AUGUST 2019
PURPOSE OF THIS HANDBOOK
This handbook has been produced to help you become a better Paws and Think, Inc. (“Paws & Think”)
volunteer. This book will share with you a little of our mission, history, programs, and policies, as well as all
the benefits we will provide to you as a valued volunteer.
We do not expect this handbook to answer all of your questions. Our orientation, website, staff and fellow
volunteers will also be major sources of information for you.
Neither this handbook nor any other verbal or written communication by an employee of Paws & Think, is, nor
should it be considered to be, an agreement, contract of employment, express or implied, or a promise of
treatment in any particular manner in any given situation.
This handbook states only general Paws & Think guidelines. Paws & Think may, at any time, in its sole
discretion, modify or vary from anything stated in this handbook, with or without notice. This handbook
supersedes all prior handbooks.
We hope this handbook will allow you to feel comfortable with us. We depend on you – your success is our
success. Please don’t hesitate to ask questions. Our staff will gladly answer them. We believe you will enjoy
your volunteer work and your fellow volunteers. We also believe you will find Paws & Think to be a great place
to volunteer. We ask that you read this handbook carefully, and refer to it whenever questions arise.
AUGUST 2019 4
TABLE OF CONTENTS WELCOME TO PAWS & THINK ................................................................................................. 2 PURPOSE OF THIS HANDBOOK ............................................................................................... 3 SECTION 1 – ABOUT PAWS & THINK....................................................................................... 6
1.1 Our History ....................................................................................................................... 6
1.2 Mission Statement ............................................................................................................ 6
1.3 Vision Statement .............................................................................................................. 7
1.4 Affiliations......................................................................................................................... 7
SECTION 2 - VOLUNTEER EXPECTATIONS ........................................................................... 10
2.1 What You Can Expect From Paws & Think ................................................................... 10
2.2 What Paws & Think Expects From You ........................................................................ 10
SECTION 3 - OUR PROGRAMS ............................................................................................... 11
3.1 Pet Therapy Program ..................................................................................................... 11
3.2 Youth-Canine Programs ................................................................................................ 13
SECTION 4 - GETTING STARTED ........................................................................................... 15
4.1 Volunteer Application & Background Check ................................................................ 15
4.2 Age Requirements .......................................................................................................... 15
4.3 Training ........................................................................................................................... 16
4.4 Volgistics ........................................................................................................................ 16
4.5 Volunteer Assignments ................................................................................................. 17
SECTION 5 – HOW TO BECOME A THERAPY TEAM ............................................................. 19
5.1 Therapy Dog Requirements ........................................................................................... 19
5.2 Steps to Become a Therapy Team ................................................................................ 19
5.3 Two-Year Registration ................................................................................................... 20
SECTION 6 - VOLUNTEER OPPORTUNITIES ......................................................................... 21
6.1 Opportunities for Volunteers without Dogs ................................................................. 21
6.2 Opportunities for Therapy Teams ................................................................................. 22
SECTION 7 - POLICIES AND PROCEDURES .......................................................................... 24
7.1 Absences & Lateness .................................................................................................... 24
7.2 Anti-Harassment Policy and Complaint Procedure ..................................................... 24
7.3 Appearance..................................................................................................................... 27
7.4 Background Checks ....................................................................................................... 28
7.5 Cell Phones..................................................................................................................... 28
7.6 Confidentiality ................................................................................................................ 28
7.7 Conflict of Interest .......................................................................................................... 29
7.8 Dismissal ........................................................................................................................ 29
7.9 Drug- and Alcohol-Free Workplace ............................................................................... 30
7.10 Emergency Closing & Inclement Weather .................................................................. 30
7.11 Equal Opportunity ........................................................................................................ 30
7.12 Expense Reimbursement ............................................................................................. 32
7.13 Feedback & Complaints ............................................................................................... 32
7.14 Gifts, Tips & Soliciting ................................................................................................. 32
7.15 Liability Insurance ........................................................................................................ 33
7.16 Nondiscrimination Policy ............................................................................................ 33
7.17 Photography ................................................................................................................. 33
AUGUST 2019 5
7.18 Public & Media Relations ............................................................................................. 33
7.19 Records Management .................................................................................................. 34
7.20 Resignation ................................................................................................................... 34
7.21 Safety Policy & Reporting Procedure ......................................................................... 34
7.22 Scheduling and Attendance ........................................................................................ 34
7.23 Security ......................................................................................................................... 35
7.24 Social Media Policy ...................................................................................................... 35
7.25 Standards of Conduct .................................................................................................. 36
7.26 Volunteer Status ........................................................................................................... 38
SECTION 8 - POLICIES AND PROCEDURES FOR HANDLERS ............................................. 39
8.1 Time Commitment .......................................................................................................... 39
8.2 Dogs at Your Work ......................................................................................................... 39
8.3 Dog-to-Dog Greetings .................................................................................................... 39
8.4 Dog Bites ........................................................................................................................ 39
8.5 What Paws & Think Expects from Handlers ................................................................. 40
8.6 Handler Health & Wellness Standards .......................................................................... 40
8.7 Observation Visits .......................................................................................................... 40
8.8 Therapy Dog Attire & Equipment .................................................................................. 40
8.9 Therapy Dog Grooming ................................................................................................. 41
8.10 Therapy Dog Health & Wellness Standards................................................................ 42
8.11 Therapy Team Registration Renewals ........................................................................ 42
8.12 Volunteer Assignments ............................................................................................... 43
8.12 Volunteer ID Badges .................................................................................................... 43
SECTION 9 – THERAPY TEAM VISITS .................................................................................... 45
9.1 Choosing the Right Venue(s) ........................................................................................ 45
9.2 Take a Visit Bag .............................................................................................................. 45
9.3 Visiting Guidelines ......................................................................................................... 45
APPENDICES............................................................................................................................ 48
APPENDIX A – INCIDENT REPORT ..................................................................................... 49
APPENDIX B – PHOTOGRAPHIC WAIVER & RELEASE .................................................... 50
APPENDIX C – HOW TO GREET A DOG ............................................................................. 51
APPENDIX D – DOGGIE LANGUAGE ................................................................................. 52
APPENDIX E – PEOPLE FIRST LANGUAGE ....................................................................... 53
APPENDIX F – ORGANIZATIONAL CHART ........................................................................ 54
AUGUST 2019 6
SECTION 1 – ABOUT PAWS & THINK
Paws and Think, Inc. is a values-driven 501(c) (3) charitable organization, incorporated in October of 2001,
that is entirely supported through donations and grants and governed by a Board of Directors.
We are a volunteer, community-based organization that serves youth, adults, and shelter dogs in Central
Indiana. We provide programs in partnership with community agencies such as Indy Reads, Title I and
alternative schools, detention centers, humane societies, animal shelters and rescue organizations, libraries,
healthcare facilities, and more.
Our programs serve:
• Youth who are academically or behaviorally challenged, incarcerated, at risk of suicide, or who lack a
positive self-image;
• Children and adults with physical, emotional, or behavioral disabilities or other special needs;
• Shelter dogs; and
• The communities in which these groups reside.
We do this through our innovative programs:
• Our Youth-Canine Programs for youth who are in some way challenged
• Our Animal-Assisted Interventions (“Pet Therapy”) Programs
1.1 Our History
Paws & Think was founded by Gayle Hutchens, RN, MSN in 2001. When asked how she conceived the idea
for the organization, Gayle said, “When my husband was diagnosed with a serious illness, I knew I had to
make a career change. I was looking for something with kids, animals, or healing. I saw Oprah give Bonnie
Bergin the ‘Use Your Life Award’ for her similar program in Santa Rosa, California, and I knew she had found
my answer. I contacted Bonnie to see if I could intern with her and the rest, as they say, is history.” Dr. Bergin
is the founder of the assistance dog concept, Canine Companions for Independence and the Assistance Dog
Institute.
Gayle earned her Bachelor of Science Degree in Nursing from DePauw University and her Master of Science
Degree in Nursing from Indiana University. Gayle was formerly the Director of the Mother-Baby Care Program
at Clarian Health Partners (now Indiana University Health) and held teaching as well as clinical and
administrative positions for Clarian, the Indiana University Medical Center, and the Indiana University School
of Nursing. She consulted in Brazil and Kenya, as well as the United States.
In August 2011, our founder, our inspiration, and our friend, Gayle Chadwick Hutchens, passed away. Her
memory continues to inspire the many, many individuals whose lives were touched by her selfless generosity
and kindness.
1.2 Mission Statement
Paws & Think’s mission is improving lives through the power of the human-dog connection.
AUGUST 2019 7
1.3 Vision Statement
Paws & Think is a non-profit organization focusing on the at-risk community, both human and canine. Our
vision is to create a community where “every person who would benefit from a dog has the opportunity, and
every dog fulfills its potential.”
1.4 Our Culture and Shared Values
Paws & Think’s culture is defined by our shared values. These values, which drive our mission and inspire us
to excellence, are our guide for everything we do. We believe that our volunteers, staff, and board of directors
must strive to embrace these values in order to create a culture where those whose lives we touch, both
human and canine, are enriched.
The following are our shared values:
Integrity
● We conduct our business in a way that is honest, fair, and ethical.
● We are committed to complying with national guidelines, laws, regulations, and policies that pertain
to our organization and the services we provide.
● We honor our commitments.
● We are accountable for our actions, successes, and failures.
● We continually scan the industry for best practices and adopt those that we believe will improve our
operations.
Good Stewardship & Transparency ● We value the generous contributions of time, talent, treasures provided by our volunteers, partners,
stakeholders, and staff, and we strive to use these wisely.
● We ensure that our resources are used efficiently to carry out our mission.
● We realize that our reputation for excellence and good name in the community are assets that we
must nurture and protect.
● We believe that financial transparency helps to preserve the trust each donor places in us.
AUGUST 2019 8
Teamwork ● We believe teamwork leverages our individual strengths.
● We strive to engage our volunteers so they can contribute to our mission and connect with those we
serve in a meaningful way.
● We collaborate with our community partners to improve lives – both human and canine.
● We communicate directly with our partners and work together to find solutions.
Caring & Compassion ● We care about people’s needs and treat them with kindness, courtesy, and respect.
● We value diversity in our board, volunteers, staff, and those we serve. We strive to appreciate their
life experiences and perspectives, even when they are different from our own.
● We respect the different breeds of our canine partners and encourage them to share their individual
gifts to the best of their ability.
● We advocate for the use of positive, rewards-based dog training.
Positive Spirit ● We believe optimism is what allows us to persist, to be resilient, and to inspire others.
● We choose to have a positive outlook.
● We celebrate and share our successes with the community.
● We aspire to instill hope in everyone we serve.
1.5 Affiliations
R.E.A.D.® Program
Paws and Think, Inc. is a R.E.A.D.® Affiliate Program. Launched in 1999, the Reading Education Assistance
Dog (“R.E.A.D.®”) Program is a comprehensive literacy program built around the idea of reading to dogs. The
mission of the R.E.A.D.® Program is to improve the literacy skills of children through the assistance of
registered therapy teams who go to schools, libraries, and many other settings as reading companions for
children. Paws & Think hosts local R.E.A.D.® workshops and provides training manuals at a discount through
the Paws to Read Coordinator.
AKC Therapy Dog Program
Paws and Think, Inc. is a recognized American Kennel Club (“AKC”) therapy dog certification organization.
This means that if your dog is registered as a Paws & Think registered therapy dog, it is eligible to earn the
AKC Therapy Dog title. For more information about the AKC Therapy Dog Program, go to www.akc.org.
AUGUST 2019 9
I-CART
Paws and Think, Inc. is part of the Indiana Crisis Assistance Response Team (“I-CART”) network of resources,
a network of trained professionals coordinated through a single system to respond in a timely manner to the
needs of victims of disaster or traumatic events that occur in Central Indiana. Select Paws & Think therapy
teams are trained by a member of I-CART in crisis response and provide therapy services immediately
following crisis events.
AUGUST 2019 10
SECTION 2 - VOLUNTEER EXPECTATIONS
2.1 What You Can Expect From Paws & Think
Paws & Think is an inclusive, supportive organization where you can expect to be treated with respect. We
respect your valuable time and commitment to our mission and programs. You can expect to:
• Learn about the organization and our volunteer policies;
• Get an orientation to the organization and training for your volunteer role;
• Know the organization’s policy for handling complaints or any issues of concern;
• Get guidance and support in your volunteer role;
• Be covered by our liability insurance when volunteering at our approved venues and events; and
• Feel engaged and happy while volunteering with us.
2.2 What Paws & Think Expects From You
Paws & Think expects you to:
• Treat everyone you encounter with dignity, decency, and respect;
• Use the “People First Language” that respectfully puts the person before the disability. For example,
say “she has a learning disability” rather than “she’s learning disabled.” Additional examples of People
First Language may be found in Appendix D – People First Language.
• Give at least 24 hours a year either participating in volunteer activities or helping behind the scenes
with committees or other services (considered “Annual Minimum Service Hours Requirement”). A
commitment to a particular program should last for the duration of that program. Youth-Canine and
school-based programs, in particular, rely on the consistent attendance of both the dogs and the
volunteers. We recommend that therapy teams volunteer at least two (2) hours per month to maintain
their dog’s socialization and skills. If a therapy team does not volunteer for a period of six (6) months
or more, Paws & Think may require the therapy team be re-evaluated at the volunteer’s expense.
• Read, understand, and abide by Paws & Think’s policies, which may be amended from time to time.
Additional expectations are discussed in SECTION 7 – POLICIES AND PROCEDURES and SECTION 8 –
POLICIES AND PROCEDURES FOR HANDLERS.
AUGUST 2019 11
SECTION 3 - OUR PROGRAMS
3.1 Pet Therapy Program
Paws & Think’s Pet Therapy Program screens, trains, evaluates and registers volunteer therapy teams for the
purpose of providing comfort and support during their visits with children and adults in healthcare facilities,
senior communities, support groups, schools, libraries, and anywhere else therapy dogs are needed. Our Pet
Therapy Program serves four distinct community groups through our Paws to Read, Paws to Comfort, Paws
to Heal, and Pause for Paws Programs.
What is Pet Therapy?
A therapy dog’s primary purpose is to provide affection and support to those who need it most in our
community. A therapy dog is trained in basic obedience and must pass an evaluation to become part of a
registered therapy team.
Research shows that positive interactions with dogs increase endorphins, oxytocin, prolactin, and dopamine.
These are the hormones associated with blood pressure regulation, pain relief, stress relief, and joy. Visits
from therapy teams can normalize stays away from home for hospital patients, improve motivation to
participate in treatment protocols, and lessen worry, anxiety, unhappiness, and pain.
Therapy dogs are not trained to assist one person with a mental or physical disability – instead, they provide
pet therapy support to all different types of people during short visits in both individual and group settings,
such as:
• Children who are grieving the loss of someone close to them
• Children who need a non-judgmental listener to help improve their reading skills
• Children in hospitals who feel afraid
• Seniors who enjoy the physical affection and social interaction of pets
• People in physical or speech rehabilitation
• Veterans and others with who have suffered physical and/or emotional trauma
AUGUST 2019 12
Therapy dogs are not to be
confused with other types of
support dogs such as service,
facility, or Emotional Support
Animals (ESAs). Therefore, we do
not permit you to use your dog and
represent yourself as a Paws &
Think therapy team during hours
when you are working as an
employee at the same facility - we
consider that a facility dog.
What is a Paws & Think
Therapy Team?
A Paws & Think therapy team
consists of a Paws & Think
volunteer, called a “handler,” and
his or her Paws & Think registered
therapy dog. Paws & Think
screens, trains, tests, and registers
therapy dogs and their volunteer
handlers. Our handlers are
passionate about sharing their
dog’s love with others and are
committed to ensuring that those
interactions are positive for both
their dog and the recipients. Our therapy dogs love spending time with people and are not nervous or scared
around strangers or crowds. Paws & Think registers all breeds of dogs - some have pedigrees while others
have been adopted from local shelters or are rescue dogs.
Paws to Read Program
Our Paws to Read Program is held at schools and libraries in Central Indiana and provides children the
opportunity to practice reading to Paws & Think therapy dogs in a calm setting. Our Paws to Read Program
helps children to:
• develop a love of reading;
• gain confidence in their reading abilities, and
• improve their comprehension and communication skills
Paws & Think is an affiliate of Reading Education Assistance Dogs (“R.E.A.D.®”), a worldwide organization
focused on improving the literacy skills of children through the assistance of registered therapy teams. This
partnership allows Paws & Think’s handlers the opportunity to take additional training as literacy mentors.
Paws to Comfort Program
Our Paws to Comfort therapy teams provide comfort for:
AUGUST 2019 13
• children, adults and families going through the grieving process, and
• people who’ve experienced a crisis or traumatic event.
Paws & Think works closely with the Indiana Crisis Assistance Response Team (“I-CART”) and National
Organization for Victim Assistance (“NOVA”) for volunteer training, support, and coordination that enables us
to immediately dispatch our specially-trained Paws to Comfort therapy teams to locations following crises and
traumatic events to help in the grieving and healing process.
Paws to Heal Program
Our Paws to Heal therapy teams visit patients, families, and staff to provide comfort and support in hospitals
and other healthcare settings. Therapy team visits decrease loneliness, offer distractions, and provide
motivation, education, and therapeutic benefits to enhance a patient’s quality of life.
Pause for Paws Program
Our Pause for Paws therapy teams provide stress relief for:
• students on college campuses, and
• employees in their workplaces
3.2 Youth-Canine Programs
Our Youth–Canine Programs facilitate classes for at-risk youth and teens, helping them to train shelter dogs
with positive reinforcement behaviors. The young people learn responsibility, job readiness, anger
management, leadership and positive life skills, while at the same time increasing the dog’s chances of
adoption because of the basic obedience skills learned.
Our Youth-Canine Programs serve:
• Youths who are academically or behaviorally challenged, incarcerated, at-risk of suicide, grieving the
loss of someone special, in need of a non-judgmental listener as they read, lack a positive self-image,
or are hospitalized and feel afraid or displaced;
• Shelter dogs;
• Youths, adults, and older adults with physical, emotional, or behavioral disabilities or needs, and those
who simply enjoy the physical affection and social interaction of dogs; and
• Those who have recently experienced a traumatic event.
The personalities of the youth are matched with their dogs’ personalities so more individualized goals can be
achieved. For example, high-spirited dogs are paired with high-spirited youth who are easily distracted (e.g.,
learning disabilities, developmental delays) so the students learn to focus and follow-through. Shy dogs are
matched with shy youth with low self-esteem so they stretch their comfort zones and learn to be more
confident. Even when the youth are not always able to make good choices for themselves, perhaps because
of fear of failure or criticism, they will respond to the challenges presented in the training sessions in order to
benefit their assigned dogs.
Youth participating in this program learn how to nurture, understand, communicate with, motivate, and reward
AUGUST 2019 14
(vs. punish) their dogs. Many of the principles the youth learn in the program transfer to their own lives since
they see the benefits they are providing their dogs. We just catch them doing something right!
Through the Youth-Canine Programs, the shelter dogs selected get an opportunity to interact with the youth
in positive ways and are taught manners and skills (e.g., how to greet people and other dogs, how to wait at
doorways, how to go to their mats), and they are socialized to the expectations of the human world. They are
thus more likely to be adopted from the shelter and to remain in a home, reducing their risk of euthanasia.
This also increases the youths’ self-esteem as they see the impact of their efforts.
The Pawsitive Corrections Program
Incarcerated juvenile offenders often express a “tough exterior” to their peers and adults, but they
spontaneously drop this demeanor when working with dogs in the Paws & Think Youth-Canine Program. They
see how their assigned dogs respond to the positive instruction they are providing, and affirming comments
from their peers serve as an added incentive for the youth to manage their behavior and participate in the
program. The youth may also serve their community during their probation, training additional shelter dogs.
After School Programs
Group presentations and programs are available for groups of students (e.g., school programs for disability
awareness, after school programs, summer camps). The content of these programs centers around character
development, responsible pet ownership, bite prevention, and positive training.
AUGUST 2019 15
SECTION 4 - GETTING STARTED
Volunteers are extremely important to Paws & Think and we are grateful for their time, hard work, and support.
Persons of all ages may volunteer with Paws & Think provided they meet Paws & Think’s minimum
requirements, including certain age and background check requirements as outlined below.
Paws & Think requires that non-volunteers sign a Waiver and Release of Liability Form when they wish to
participate in Paws & Think activities.
4.1 Volunteer Application & Background Check
Anyone interested in volunteering with Paws & Think who is 18 years of age or over must complete an online
volunteer application and a background check form. The online forms are found on our website
(www.pawsandthink.org).
Youth under 18 years of age must complete an online volunteer application and obtain a parent or guardian's
signature (unless they are emancipated). Youth under 18 years of age are not required to complete a
background check form.
More information about background checks, see 7.4 Background Checks Policy.
4.2 Age Requirements
Pet Therapy Program
Handlers: The minimum age to be a registered Paws & Think Handler is 16 years of age. Handlers who are
16 through 17 years of age must provide written permission from a parent or guardian (unless they are
emancipated) at the time of the team evaluation. These youth do not need to be accompanied by an adult 21
years of age or over.
Junior Handlers: Youth 12 years of age through 15 years of age may be registered Paws & Think Junior
Handlers. Junior Handlers must be accompanied by an adult 21 years of age or over who is an active Paws
& Think volunteer and must provide his/her parent’s or guardian’s written permission to participate.
Youth Helpers: Youth under 12 years of age may participate as volunteer helpers in the therapy team training
classes and evaluations. These youth must: 1) be accompanied by an adult 21 years of age or over who is an
active Paws & Think volunteer, and 2) provide his/her parent’s or guardian’s written permission to participate.
Please remember that Paws & Think is concerned about human and dog safety, so only bring a youth under
12 years of age who is not afraid of dogs of all types and can sit quietly for extended periods of time.
Youth-Canine Program
The minimum age to participate in Paws & Think's Youth-Canine Programs is 18 years of age, except at the
Marion County Juvenile Detention Center, where the minimum age to participate is 21 years of age.
AUGUST 2019 16
All Other Paws & Think Programs & Events
Youth under 16 years of age interested in participating in other Paws & Think programs and events must be
accompanied by a parent or guardian (unless they are emancipated) who is an active Paws & Think volunteer.
4.3 Training
Paws & Think is committed to providing training and development opportunities to our volunteers. Our training
programs include, but are not limited to, the following:
• Volunteer Orientation—We strongly encourage you attend Paws & Think’s Volunteer Orientation to
learn more about our organization, volunteer opportunities, policies, expectations, and our volunteer
management system, Volgistics. The Volunteer Orientation schedule is posted on our website
(www.pawsandthink.org). This training is provided free of charge.
• Youth-Canine Volunteer Orientation—For anyone interested in volunteering in our Youth-Canine
Program. Topics covered include how to build trust with a dog, the responsibilities involved with caring
for a dog, safe handling of a dog, defining positive reinforcement training, and demonstrating basic
obedience skills training. This training is provided free of charge.
• Therapy Team Training Class—For volunteers interested in becoming a Paws & Think registered
therapy team with their dog. The Therapy Team Training Class is a 5-week course developed to
prepare teams to pass the Paws & Think therapy team evaluation. You must be approved by Paws
& Think to enroll in this class. Paws & Think charges a fee to offset the cost associated with this class.
The Therapy Team Training Class is composed of two parts:
o a 2-hour Handlers Only class (no dogs) that focuses on handler responsibilities, policies, and
learning about canine behavior such as signals of stress, and
o four (4) 90-minute group training classes that prepare the teams to pass the Paws & Think
therapy team evaluation. We use only positive reinforcement training methods to help you to
teach your dog to wait at doors, handle greetings with people and other dogs, move around
hospital equipment, and many other useful and fun things.
• Therapy Team Advanced Training—For Paws & Think registered therapy teams interested in
visiting venues that require more advanced therapy skills. Some of the advanced classes we offer
include:
o Crisis response training
o Healthcare skills training, and
o R.E.A.D. Program training
• Therapy Team Practice Class—A single Therapy Team Training Class for current therapy teams
wishing to practice their skills prior to taking their 2-year evaluation. Paws & Think charges a fee to
offset the cost associated with this class.
• Advanced Volunteer Learning—Other training opportunities such as grief support or Alzheimer’s
support classes and workshops are offered to provide our volunteers the opportunity to expand their
knowledge in areas most suited to their interests and the populations we serve.
• Venue-Specific Training—Our venues may, at their discretion, require volunteers to attend
additional training provided by the venue.
4.4 Volgistics
Volgistics is the online volunteer management system that our volunteers use to:
AUGUST 2019 17
• View available volunteer assignments
• Sign up for volunteer assignments
• Record their “Service Hours” and “Lives Touched”
• Update contact information, and
• Obtain specific venue information
You will receive an email with your Volgistics personal login and instructions following submission of the
volunteer application and completion of the background check. When you log into Volgistics for the first time,
we encourage you to request a new password and to set up your profile page.
You may access Volgistics at any time from any computer with an internet connection. To access Volgistics,
click on the “Volgistics” link on the Paws & Think website (www.pawsandthink.org).
Questions regarding Volgistics should be directed to the Volunteer Coordinator.
4.5 Volunteer Assignments
Our Venues
All Paws & Think volunteer assignments listed in Volgistics are at places that have signed Memos of
Understanding (“MOUs”) with Paws & Think (considered “venues”). The MOU sets clear expectations for both
parties and assures us that the appropriate policies and procedures are in place.
New venue relationships are reviewed by the Board of Directors for consideration. Prior to establishing a new
program or event, a MOU must be executed along with the assurance that we have the volunteers available
to meet the new commitment without jeopardizing existing venues. If you would like to suggest a new venue,
contact the Volunteer Coordinator, Program Coordinator, or Executive Director.
Sign Up in Advance
Volunteers are expected to sign up for volunteer opportunities in Volgistics prior to their arrival at the venues.
We established this requirement because many programs limit the number of volunteers able to participate.
Representing Yourself as a Paws & Think Volunteer
It is important that you represent yourself and your dog, if applicable, as Paws & Think volunteers
only at volunteer opportunities listed in Volgistics. You are not permitted to appear as though you
represent yourself as a Paws & Think volunteer or registered therapy team at any venues, events, or
activities not listed in Volgistics or approved in advance by the Executive Director.
Representing yourself as a Paws & Think volunteer or registered therapy team at venues, events, or
activities not listed in Volgistics or approved in advance by the Executive Director will not be
supported by Paws & Think, and you will be solely responsible for any and all liabilities or losses that
may result from your volunteering there. You may be subject to disciplinary action, including
dismissal from service.
Questions regarding volunteer assignments should be directed to the Volunteer Coordinator or Program
AUGUST 2019 18
Coordinator.
AUGUST 2019 19
SECTION 5 – HOW TO BECOME A THERAPY
TEAM
Interested in becoming a Paws & Think registered therapy team and volunteering in our Pet Therapy Program?
If you are, then you will first want to determine if your dog meets our Therapy Dog Requirements. Once you’ve
determined your dog meets our requirements, you are ready to begin the 5-step Therapy Team Registration
Process.
When you and your dog pass the Paws & Think therapy team evaluation, you become a Paws & Think
registered therapy team for a two (2) year period. Our goal is for all registered therapy teams to volunteer at
Paws & Think venues a minimum of 2 hours per month. For additional information, see 2.2 What Paws &
Think Expects From You.
You are permitted to represent Paws & Think at your place of work provided it is: (1) an approved venue and
(2) during hours when you are not working as an employee at the same facility.
Paws & Think does not recognize any other therapy dog organization certifications or registrations.
5.1 Therapy Dog Requirements
To be considered for our Paws & Think Pet Therapy Program, your dog must meet the following requirements:
1. Be at least 1 year old;
2. Live with you for at least 6 months;
3. You and your dog must have completed a basic obedience group training class that uses only positive
reinforcement training methods. Paws & Think does not allow dogs that have been instructed in
protection, Schutzhund, or attack dog training;
4. Must be outgoing, happy, approachable, and eager to greet people of all ages, genders, and
ethnicities;
5. Must be friendly with other dogs and animals and show no signs of aggression toward other dogs or
people;
6. Must be up-to-date on all required vaccinations, including Rabies, Distemper, Parvovirus, Adenovirus
Bordetella, and Leptospirosis and had a fecal exam with negative results in last 12 months;
7. Must be spayed or neutered unless (1) it is actively being shown or is an AKC/CKC registered dog to
be used in a breed-club recognized breeding program or (2) due to the dog’s health, a veterinarian
states that it would be inappropriate; and
8. Must not be on a raw food diet.
Paws & Think provides the opportunity for dogs and handlers with disabilities to take our training classes and
evaluation and makes reasonable accommodations upon request.
5.2 Steps to Become a Therapy Team
To become a Paws & Think registered therapy team, you must complete the following 5 steps:
Step 1: Complete the Pet Therapy Class Inquiry Form.
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Tell us about your interest by completing the online Pet Therapy Class Inquiry Form, found on our
website (www.pawsandthink.org).
Step 2: Complete the Online Assessment Form.
Upon receipt of your Pet Therapy Inquiry Form, Paws & Think will send you an email that includes a
link to our online Assessment Form. Completing the Assessment Form takes about ten (10) minutes
and helps us determine you and your dog’s readiness to become a therapy team.
Step 3: Discuss Assessment Results.
Upon receipt of your Assessment Form, a Paws & Think representative will arrange a convenient time
for a phone call with you to discuss the assessment results and recommend next step(s). Next steps
may include: 1) enrolling in our 5-week Therapy Team Training Class, or 2) enrolling in our handlers
training class and scheduling your evaluation, or 3) taking a non-Paws & Think group training class.
Step 4: Attend the Therapy Team Training Classes.
The Therapy Team Training Class is a 5-week course developed to prepare teams to pass the Paws
& Think Therapy Team Evaluation. You must be approved by Paws & Think to enroll in this class.
Paws & Think charges a fee to offset the cost associated with this class. The Therapy Team Training
Class is composed of two parts:
o a 2-hour Handlers Only class (no dogs) that focuses on handler responsibilities, policies, and
learning about canine behavior such as signals of stress, and
o four (4) 90-minute group training classes that prepare the teams to pass the Paws & Think
therapy team evaluation. We use only positive reinforcement training methods to help you to
teach your dog to wait at doors, handle greetings with people and other dogs, move around
hospital equipment, and many other useful and fun things.
If you demonstrate expertise in positive-style dog training and your dog is well socialized and trained
in the requisite skills, you may be approved to skip the four (4) Therapy Team Training Classes. You
must, however, plan to attend the 2-hour Handlers Only Class prior to taking the Therapy Team
Evaluation.
Step 5: Pass the Therapy Team Evaluation.
When you feel confident that you and your dog can successfully demonstrate your competency in the
required therapy skills, contact the Evaluations Coordinator to schedule your 30-minute Therapy
Team Evaluation. The intent of the evaluation is to ensure that your dog is well-mannered at all times
so that you will be welcomed in our venues. Paws & Think charges a fee to offset the cost associated
with the evaluation. When you pass the evaluation, you will receive a paper certificate that recognizes
you and your dog as a Paws & Think Registered Therapy Team.
5.3 Two-Year Registration
To ensure that our therapy teams continue to meet our high standards for behavior and skills throughout their
service with us, Paws & Think requires that therapy teams pass the Paws & Think Therapy Team Evaluation
every two (2) years and meet the Annual Minimum Service Hour Requirement in order to renew their therapy
team registrations. For more information about registration renewals, see 8.11 Therapy Team Registration
Renewals Policy.
AUGUST 2019 21
SECTION 6 - VOLUNTEER OPPORTUNITIES
Paws & Think provides a myriad of opportunities for you to give back to the community and help improve the
lives of others. We have opportunities for volunteers unaccompanied by dogs and for volunteers accompanied
by their Paws & Think registered therapy dogs (considered “registered therapy teams”).
6.1 Opportunities for Volunteers without Dogs
There are a variety of opportunities to volunteer without a dog at Paws & Think. We rely heavily on our
volunteers to assist in our Youth-Canine and Pet Therapy Programs and in the day-to-day operations of our
organization without the accompaniment of their dogs. Below is a partial list of some of those opportunities.
Youth-Canine Program Opportunities
Our Youth-Canine Program volunteers are dedicated to the Youth-Canine Program because it is a win-win for
both the youth and the shelter dogs involved. Here are ways you can make a difference:
• Assist our Temperament Tester in the selection and temperament testing of shelter or rescue dogs
• Assist the Youth-Canine Coordinator in coaching the youth on the proper application of positive,
reward-based training techniques
• Transport a dog to and from the shelter and our program location
• Assist the youth to create kennel cards at the craft table
• Take appropriate photographs, and
• Help with related errands, such as purchasing supplies, making blankets, and preparing dog treats
(kibble, cheese, hotdogs)
Pet Therapy Program Opportunities
The Pet Therapy Program relies on our volunteers who do not have therapy dogs to work with our therapy
teams in these roles:
• Reading Buddy – Assist with the Paws to Read Program in schools and libraries, escorting students
to/from class and ensuring that children have the scheduled amount of reading time with the dogs
• Escort – Assist Paws & Think therapy teams during their hospital visits
• Training Helper - Assist the Therapy Team Training Instructor in creating real life scenarios that our
therapy teams may encounter on their visits.
• Evaluations Helper – Similar to a Training Helper, however you assist with evaluations.
Operations Support Opportunities
Our organization runs smoothly with low overhead thanks to our many volunteers who donate their time and
talents. Below is a partial list of volunteer activities that you may be interested in that do not require the
accompaniment of a dog:
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• Promote Paws & Think during community events and fundraisers at our booth
• Gather and analyze survey and other assessment results
• Help to publish our quarterly newsletter
• Organize Paws & Think special events
• Maintain one of our databases
• Help facilitate our Volunteer Orientation meetings or Handler classes
• Work on one of these committees:
o Fundraising
o Philanthropy/Grant-Writing
o Volunteer Engagement
o Finance
o Marketing & Public Relations
o Program Development
6.2 Opportunities for Therapy Teams
We have many varied opportunities in our Pet Therapy Program for our registered therapy teams. In 2018,
Paws & Think had agreements for therapy visits with more than 40 venues throughout Central Indiana
including healthcare facilities, libraries, schools, college campuses, adult day care centers, and support
groups, to name a few. Our therapy teams make a difference in our community in many ways, such as:
Paws to Heal Program
• Helping with the rehabilitation of injured veterans and others by assisting in physical therapy,
recreational therapy, or one of the other capacities requested by our venues.
• Providing comfort to patients, families, and staff in hospital and other healthcare settings.
• Reconnecting seniors with the world by providing affection and an opportunity to communicate in a
loving manner.
Paws to Read Program
• Helping to instill a child’s love for reading.
• Providing children the opportunity to improve literacy, comprehension, and communication by being
a nonjudgmental listener.
Pause for Paws Program
• Providing social and emotional support for students
• Reducing workplace stress
Paws to Comfort Program
• Providing an upbeat structured program for children, adults, and families going through the grieving
process
• Comforting people who have experienced a crisis or traumatic event
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Therapy Team Training & Evaluation Assistance
We encourage our Paws & Think therapy teams to keep their therapy skills sharp by volunteering as the
“neutral therapy team” during Therapy Team Training Classes and Evaluations.
AUGUST 2019 24
SECTION 7 - POLICIES AND PROCEDURES
7.1 Absences & Lateness
Volunteers are critical to our mission. We count on all of our volunteers to be prompt for their scheduled assignments
or meetings.
If you are unable to attend an activity, please follow these notification guidelines:
• If you know at least 48 hours in advance, please remove your name from the assigned activity in our
volunteer management system, Volgistics.
• If you know 24-47 hours in advance, please call the venue AND either call or email the Volunteer
Coordinator or Program Coordinator.
• If you know less than 24 hours in advance, please call the venue AND either text or call the Volunteer
Coordinator or Program Coordinator. Please do not send an email when giving less than 24 hours’ notice.
If you know that you will be late, please notify the venue.
7.2 Anti-Harassment Policy and Complaint Procedure
Paws & Think is committed to an environment and climate in which relationships are characterized by dignity,
respect, courtesy, and equitable treatment. It is our policy to provide all volunteers with an environment that is free
from discrimination and all forms of unlawful or unwelcome harassment, including implied or expressed forms of
sexual harassment.
Actions, words, jokes, or comments based on an individual’s sex, race, ethnicity, age, religion, or any other legally
protected characteristic will not be tolerated.
If you feel that you have been subjected to or witnessed harassment of any type, whether by another volunteer, staff
of a venue, staff member, or any agent of the organization, you should promptly report the incident to the Executive
Director or a member of the Board of Directors. Paws & Think will conduct any necessary investigation and,
depending on the findings, take appropriate action.
Objective
Paws & Think strives to create and maintain a work environment in which people are treated with dignity, decency,
and respect. The environment of the organization should be characterized by mutual trust and the absence of
intimidation, oppression, and exploitation. Paws & Think will not tolerate unlawful discrimination or harassment of
any kind. Through enforcement of this policy and by education of our volunteers and employees, Paws & Think will
seek to prevent, correct, and discipline behavior that violates this policy.
All volunteers and employees, regardless of their positions, are covered by and are expected to comply with this
policy and to take appropriate measures to ensure that prohibited conduct does not occur. Appropriate disciplinary
action will be taken against any volunteer or employee who violates this policy. Based on the seriousness of the
offense, disciplinary action may include verbal or written reprimand, suspension, or dismissal from service.
AUGUST 2019 25
Managers and supervisors who knowingly allow or tolerate discrimination, harassment, or retaliation, including the
failure to immediately report such misconduct to the Executive Director or a member of the Board of Directors, are
in violation of this policy and subject to discipline.
Prohibited Conduct Under This Policy
Paws & Think, in compliance with all applicable federal, state, and local anti-discrimination and harassment laws
and regulations, enforces this policy in accordance with the following definitions and guidelines:
Discrimination
It is a violation of Paws & Think’s policy to discriminate in the provision of employment opportunities, benefits or
privileges; to create discriminatory work conditions; or to use discriminatory evaluative standards in employment if
the basis of that discriminatory treatment is, in whole or in part, the person’s race, color, national origin, age, religion,
disability status, gender, sexual orientation, gender identity, genetic information or marital status.
Discrimination of this kind may also be strictly prohibited by a variety of federal, state, and local laws, including Title
VII of the Civil Rights Act of 1964, the Age Discrimination Act of 1967, and the Americans with Disabilities Act of
1990. This policy is intended to comply with the prohibitions stated in these anti-discrimination laws.
Discrimination in violation of this policy will be subject to disciplinary measures up to and including dismissal from
service.
Harassment
Paws & Think prohibits harassment of any kind, including sexual harassment, and will take appropriate and
immediate action in response to complaints or knowledge of violations of this policy. For purposes of this policy,
harassment is any verbal or physical conduct designed to threaten, intimidate or coerce an employee, co-worker,
volunteer, or any person working for or on behalf of Paws & Think.
The following examples of harassment are intended to be guidelines and are not exclusive when determining
whether there has been a violation of this policy:
• Verbal harassment includes comments that are offensive or unwelcome regarding a person’s national
origin, race, color, religion, gender, sexual orientation, age, body, disability or appearance, including
epithets, slurs, and negative stereotyping.
• Nonverbal harassment includes distribution, display, or discussion of any written or graphic material that
ridicules, denigrates, insults, belittles, or shows hostility, aversion, or disrespect toward an individual or
group because of national origin, race, color, religion, age, gender, sexual orientation, pregnancy,
appearance, disability, sexual identity, marital status, or other protected status.
Sexual harassment
Sexual harassment is a form of unlawful employment discrimination under Title VII of the Civil Rights Act of 1964
and is prohibited under Paws & Think’s Anti-Harassment Policy. According to the Equal Employment Opportunity
Commission (EEOC), sexual harassment is defined as “unwelcome sexual advances, requests for sexual favors,
and other verbal or physical conduct of a sexual nature ... when ... submission to or rejection of such conduct is
AUGUST 2019 26
used as the basis for employment decisions ... or such conduct has the purpose or effect of ... creating an
intimidating, hostile or offensive working environment.”
Sexual harassment occurs when unsolicited and unwelcome sexual advances, requests for sexual favors, or other
verbal or physical conduct of a sexual nature:
• Is made explicitly or implicitly a term or condition of employment.
• Is used as a basis for an employment decision.
• Unreasonably interferes with an employee’s work performance or creates an intimidating, hostile, or
otherwise offensive environment.
Sexual harassment may take different forms. The following examples of sexual harassment are intended to be
guidelines and are not exclusive when determining whether there has been a violation of this policy:
• Verbal sexual harassment includes innuendoes, suggestive comments, jokes of a sexual nature, sexual
propositions, lewd remarks and threats; requests for any type of sexual favor (this includes repeated,
unwelcome requests for dates); and verbal abuse or “kidding” that is oriented toward a prohibitive form of
harassment, including that which is sexual in nature and unwelcome.
• Nonverbal sexual harassment includes the distribution, display, or discussion of any written or graphic
material, including calendars, posters, and cartoons that are sexually suggestive or show hostility toward
an individual or group because of sex; suggestive or insulting sounds; leering; staring; whistling; obscene
gestures; content in letters, notes, facsimiles, e-mails, photos, text messages, tweets, and Internet postings;
or other forms of communication that are sexual in nature and offensive.
• Physical sexual harassment includes unwelcome, unwanted physical contact, including touching, tickling,
pinching, patting, brushing up against, hugging, cornering, kissing, fondling, and forced sexual intercourse
or assault.
Courteous, mutually respectful, pleasant, noncoercive interactions between employees and volunteers that are
appropriate in the workplace and acceptable to and welcomed by both parties are not considered to be harassment,
including sexual harassment.
Retaliation
No hardship, loss, benefit or penalty may be imposed on an employee or volunteer in response to:
• Filing or responding to a bona fide complaint of discrimination or harassment.
• Appearing as a witness in the investigation of a complaint.
• Serving as an investigator of a complaint.
Lodging a bona fide complaint will in no way be used against the employee or volunteer or have an adverse impact
on the individual’s employment or volunteer status. However, filing groundless or malicious complaints is an abuse
of this policy and will be treated as a violation.
Any person who is found to have violated this aspect of the policy will be subject to discipline up to and including
dismissal from service.
Confidentiality
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All complaints and investigations are treated confidentially to the extent possible, and information is disclosed strictly
on a need-to-know basis. The identity of the complainant is usually revealed to the parties involved during the
investigation, and the Executive Director will take adequate steps to ensure that the complainant is protected from
retaliation during and after the investigation. All information pertaining to a complaint or investigation under this
policy will be maintained in secure files.
Complaint procedure
Paws & Think has established the following procedure for lodging a complaint of harassment, discrimination, or
retaliation. The company will treat all aspects of the procedure confidentially to the extent reasonably possible.
1. Complaints should be submitted to the Executive Director as soon as possible after an incident has
occurred, preferably in writing. The Executive Director may assist the complainant in completing a written
statement or, in the event an individual refuses to provide information in writing, the Executive Director will
dictate the verbal complaint.
2. Upon receiving a complaint or being advised by a supervisor or manager that violation of this policy may
be occurring, the Executive Director will notify the Board of Directors and review the complaint with the
company’s legal counsel.
3. The Executive Director will initiate an investigation to determine whether there is a reasonable basis for
believing that the alleged violation of this policy occurred.
4. If necessary, the complainant and the respondent will be separated during the course of the investigation.
5. During the investigation, the Executive Director, together with legal counsel, will interview the complainant,
the respondent, and any witnesses to determine whether the alleged conduct occurred.
6. Upon conclusion of an investigation, the Executive Director or other person conducting the investigation
will submit a written report of his or her findings to the Board of Directors. If it is determined that a violation
of this policy has occurred, the Executive Director will recommend appropriate disciplinary action. The
appropriate action will depend on the following factors:
a) the severity, frequency, and pervasiveness of the conduct;
b) prior complaints made by the complainant;
c) prior complaints made against the respondent; and
d) the quality of the evidence (e.g., firsthand knowledge, credible corroboration).
7. If the investigation is inconclusive or if it is determined that there has been no violation of policy but
potentially problematic conduct may have occurred, the Executive Director may recommend appropriate
preventive action.
8. The Board of Directors will review the investigative report and any statements submitted by the complainant
or respondent, discuss results of the investigation with the Executive Director and other staff as appropriate,
and decide what action, if any, will be taken.
9. Once a final decision is made by the Board of Directors, the Executive Director will meet with the
complainant and the respondent separately and notify them of the findings of the investigation. If disciplinary
action is to be taken, the respondent will be informed of the nature of the discipline and how it will be
executed.
Alternative legal remedies
Nothing in this policy may prevent the complainant or the respondent from pursuing formal legal remedies or
resolution through local, state, or federal agencies or the courts.
7.3 Appearance
AUGUST 2019 28
Paws & Think expects our volunteers to present a positive image for our organization when representing us. Your
appearance should create a feeling of confidence and respect through grooming and attire that is tasteful, neat,
clean, and of appropriate size.
Paws & Think has a casual dress code, but we ask that you respect the dress requirements of the venues you visit.
Check with the Volunteer Coordinator or Program Coordinator or the facility coordinator if you have any questions.
Due to possible allergic reactions, please avoid wearing perfume or cologne.
You may purchase clothing with a Paws & Think logo when available. It is expected that you wear logo clothing at
appropriate events and only when it is neat and clean.
7.4 Background Checks
To ensure that individuals who join Paws & Think are well qualified and that Paws & Think maintains a safe work
environment, Paws & Think conducts background checks on all volunteer applicants. Background checks are not
conducted on minors, defined as a person under the age of 18. Paws & Think utilizes a third-party background
check provider and reserves the right to charge the applicant for the cost of the background check. A nominal
processing fee is charged directly to the applicant.
Background checks may include verification of any information on the applicant’s background check application
form. All volunteer assignments are contingent upon our receipt of a completed background check report that is
acceptable to Paws & Think.
All background checks are conducted in conformity with the Federal Fair Credit Reporting Act, the Americans with
Disabilities Act, the guidance of The Equal Employment Opportunity Commission, and all other applicable state and
federal laws. Reports are kept confidential and are viewed only by individuals involved in the recruiting process. If
information obtained in a background check would lead Paws & Think to deny volunteer engagement, a copy of the
report will be provided to the applicant, and the applicant will have the opportunity to dispute the report’s accuracy.
Background checks include a criminal record check, although a criminal conviction does not automatically bar an
applicant from volunteer engagement. If a criminal history is present, offenses will be evaluated on a case-by-case
basis. If an applicant attempts to withhold information or falsify information pertaining to his or her background,
previous convictions, etc., he or she will be disqualified from further consideration. If, after engagement, a volunteer
is found to have withheld or falsified information regarding his or her background, he or she may be subject to
disciplinary action and/or dismissal from service.
7.5 Cell Phones
You should not make or receive calls or text messages during your assignments. Cell phones must be set on silent
or vibrate while inside a facility. In case of an emergency, please excuse yourself temporarily to conduct your
personal business.
7.6 Confidentiality
We have an obligation to the clients in our venues to maintain their confidentiality and respect their privacy. During
your volunteer assignments, you must observe the facility’s rules of privacy and confidentiality, including those
AUGUST 2019 29
required by HIPAA. HIPAA (Health Insurance Portability and Accountability Act of 1996) is United States legislation
that provides data privacy and security provisions for safeguarding medical information. Never discuss a patient’s
health or personal issues with the patient or anyone else.
As you work with the staff, information of a confidential matter may be shared with you. You must not share this
information with anyone who does not have the professional right or need to know it. Release of any confidential
information to unauthorized person(s) can result in your dismissal from service.
7.7 Conflict of Interest
Paws & Think is judged, in large part, by the individual and collective performance of its volunteers. Paws & Think
must recognize the importance of a volunteer’s duty to Paws & Think, and to its supporters, to act in a manner that
merits public trust and confidence.
Each volunteer must act in all matters in a manner that will safeguard the reputation and integrity of Paws & Think
and will preserve and strengthen public confidence in Paws & Think activities. Likewise, volunteers must refrain
from engaging in any transaction in which personal interests conflict, potentially conflict, or appear to conflict, with
those of Paws & Think.
An actual or potential conflict of interest occurs when a volunteer is in a position to influence a decision that may
result in a personal gain for yourself or for a relative as a result of Paws & Think’s business dealings. For the
purposes of this policy, a relative is a person who is related by blood or marriage, or whose relationship with the
volunteer is similar to that of persons who are related by blood or marriage.
Participation in any activity prohibited by this policy can result in the volunteer’s dismissal from service.
Some conflict of interest situations are easily identifiable, whereas others are more subtle. Some of the more
common situations pertaining to volunteers that may be potential conflicts are set out below. This list is illustrative
only and should not be regarded as all inclusive:
Accepting Payment or Gifts: No volunteer shall accept payment of any kind (including gifts, cash, discounts,
concessions, services, or other similar item or benefits) for services rendered as part of his or her volunteer service.
Improper Influence: Any volunteer, or close relative, should not, when acting on his or her own behalf or when acting
on behalf of another person, business or organization, attempt to influence Paws & Think’s position on any issue,
matter, or transaction nor participate in any discussions pertaining to a related organization.
Inside Information: Inside information should not be used either for the purposes of gaining advantage for one’s
self, a close relative, or another organization or for any other purpose not specifically approved by Paws & Think.
Competing with Paws & Think: No volunteer shall prevent or hinder Paws & Think from lawfully competing with
others or divert business or personnel from Paws & Think.
The Making of Statements: No volunteer shall use Paws & Think stationery or any title of Paws & Think or refer to
Paws & Think or misidentify him or herself as an employee thereof in connection with any matter as to which he or
she is not authorized as a representative of Paws & Think and to express an opinion on its behalf.
7.8 Dismissal
AUGUST 2019 30
Volunteers who do not adhere to Paws & Think’s policies or who do not satisfactorily perform their volunteer
assignments are subject to discipline and/or dismissal from service. Disciplinary actions range from verbal warnings
to immediate discharge, depending on the seriousness of the offense in the judgement of management. Paws &
Think is an at-will organization and has the right to dismiss a volunteer from service with or without cause.
Possible grounds for immediate dismissal from service may include:
• Gross misconduct or insubordination
• Reporting for a volunteer assignment under the influence of alcohol or drugs
• Theft of property or misuse of the organization’s funds, equipment, or materials
• Falsifying statements on the volunteer or background check applications
• Illegal, violent, or unsafe acts
• Abuse or mistreatment of clients, volunteers, staff, or dogs
• Not abiding by Paws & Think’s policies and procedures
• Not satisfactorily performing assigned duties
• Unwillingness to support and further the mission of the organization
7.9 Drug- and Alcohol-Free Workplace
Paws & Think is committed to maintaining a drug- and alcohol-free work environment that is safe and productive
for staff, volunteers, and those we serve. The unlawful use, possession, purchase, sale, distribution, or being under
the influence of any illegal drug and/or the misuse of legal drugs while volunteering is strictly prohibited. Paws &
Think also prohibits volunteering while impaired by the use of alcohol. Occasionally, Paws & Think may sponsor
events where alcohol is served. In such situations, volunteers who consume alcohol are expected to act in a
responsible manner. Violators will be subject to dismissal from service.
7.10 Emergency Closing & Inclement Weather
Paws & Think strives to ensure the safety of all volunteers. When a decision is made to cancel a program due to an
emergency, inclement weather or otherwise, Paws & Think will immediately make efforts to contact you via e-mail,
text, or telephone. If there is a question, contact the Paws & Think coordinator that is in charge of the program or
event.
In the event you decide to cancel a commitment due to inclement weather, it is important that you follow the
notification procedure described in the 7.1 Absences & Lateness Policy.
7.11 Equal Opportunity
Paws & Think provides equal opportunity for all volunteers and volunteer applicants and prohibits discrimination
and harassment of any type without regard to race, color, religion, age, sex, national origin, ancestry, citizenship
status, disability status, genetic information, off-duty tobacco use, protected veteran status, sexual orientation,
gender identity or expression, sealed or expunged arrest or conviction record, or any other characteristic protected
AUGUST 2019 31
by federal, state, or local laws.
This policy applies to all terms and conditions of volunteer employment, including recruiting, hiring, placement,
termination, leaves of absence, and training.
AUGUST 2019 32
7.12 Expense Reimbursement
You must have the Executive Director’s written authorization prior to incurring any expense on behalf of Paws &
Think. To be reimbursed for authorized expenses, you must submit an expense report accompanied by receipts to
the Executive Director.
7.13 Feedback & Complaints
An efficient, successful operation and satisfied volunteers go hand in hand. Paws & Think is committed to providing
you with honest feedback that is respectful, timely, and honest. In return, we ask you be honest and communicative
with the Paws & Think staff, Board of Directors, and your fellow volunteers. Please bear in mind that while we
appreciate hearing all of our volunteers’ ideas, not all ideas will be implemented, so we ask that you not be hurt or
resentful if your ideas are not carried out.
Complaints are of concern to Paws & Think, regardless of whether the problems are large or small. In order to
provide for prompt and efficient evaluation of, and response to, complaints, Paws & Think has established a
feedback procedure for all volunteers. There will be no discrimination against or toward anyone for his or her part
in presenting complaints.
Under this policy, a complaint is defined as any event, condition, rule, or practice which the volunteer believes
violated his or her civil rights, treats him or her unfairly, or causes him or her any degree of unpleasantness or
unhappiness on the job. A complaint may also deal with an attitude, a statement, or an opinion held by a staff
member or volunteer.
The feedback procedure is as follows:
1. Address the Volunteer Coordinator or Program Coordinator
If you feel that any volunteering condition, policy, practice or action by Paws & Think is unjust, you should
tell the Volunteer Coordinator or Program Coordinator about it and discuss the matter confidentially and in
private with him or her. If for some reason the Volunteer Coordinator or Program Coordinator fails to offer
you the opportunity to discuss the matter, or if the discussion does not lead to a satisfactory conclusion,
then proceed to the next step.
2. Meet with the Executive Director
The Volunteer Coordinator’s or Program Coordinator’s immediate supervisor, the Executive Director, will
review the complaint and ask you to meet with him or her. At this meeting you should feel free to openly
discuss your complaint and substantiate your reasons for feeling the way you do. In most cases, the matter
will usually be resolved at this stage.
3. Meet with the Board of Directors
Following the meeting with the Executive Director, if you are still displeased with the decision rendered, you
should bring the problem directly to our Board. The problem will be discussed with all concerned and a
final decision will be rendered. The Board’s decision will be binding on all. The sole purpose of this
procedure is to give each volunteer and Paws & Think a chance to clear up any problem, complaint, friction,
or complaint.
7.14 Gifts, Tips & Soliciting
AUGUST 2019 33
Paws & Think does not allow its volunteers to accept any gratuity, tip, or gift from people while volunteering.
Likewise, it is not acceptable to give gifts to people while volunteering, even small ones like candy, cookies, etc.
Any questions regarding gifts should be directed to the Executive Director.
When volunteering your time with Paws & Think, we ask that you maintain a personal yet professional relationship
with those you serve and avoid soliciting any political or religious beliefs, your own business enterprise, or any other
private charities.
7.15 Liability Insurance
Paws & Think’s general liability coverage, with some limitations and exclusions, protects volunteers for covered
injury or damage that results from activities or service that volunteers conduct or perform at Paws & Think’s direction
and within the scope of their duties for Paws & Think. Paws & Think’s general liability coverage does not provide
coverage to volunteers themselves for liabilities they may have incurred for their actions.
7.16 Nondiscrimination Policy
In order to provide volunteer opportunities to all individuals, Paws & Think prohibits any discrimination based on
age, race, color, religion, sex, national origin, physical or mental disability, sexual orientation, marital status, veteran
status, or any other category protected by local, state, or federal laws.
If you have questions or concerns about any type of discrimination, you are encouraged to bring these issues to the
attention of the Executive Director or a member of the Board of Directors. You can raise concerns without fear of
reprisal. Volunteers found to be engaging in any type of discrimination will no longer be permitted to volunteer for
the organization.
7.17 Photography
Prior to taking photographs of people you visit, you must first obtain a Photographic Release & Waiver of Liability
form (see Appendix) signed by the person in the photo(s) or their guardian (if they are a minor) and the facility
contact if required. Please submit signed Photographic Release & Waiver of Liability form to the Volunteer
Coordinator or Program Coordinator.
7.18 Public & Media Relations
The success of our organization depends upon the quality of the relationships between those we serve, Paws &
Think volunteers, our partners and the general public. Our customers’ impression of Paws & Think and their interest
and willingness to utilize our service is largely formed by the people who serve them. In a sense, regardless of your
position, you are Paws & Think’s ambassador. The more goodwill you promote, the more the community will respect
and appreciate you, Paws & Think, and the services we provide.
Anyone who wishes to use the Paws & Think logo, name and/or any copyrighted materials must follow the Media
and Brand Guidelines found on our website (www.pawsandthink.org).
Only the Executive Director and other Board-approved spokespeople are authorized to speak to media outlets about
Paws & Think. If you are approached by a media person, please refer them directly to the Executive Director. A
suggested response is “I’m not the authority on that subject. Let me have our Executive Director contact you.”
AUGUST 2019 34
7.19 Records Management
Paws & Think maintains records on all of its volunteers that include personal addresses, contact information, dates
of volunteer service, active/inactive volunteer status, positions held, duties performed, training attended, and
awards/recognitions received. Volunteer records, including applications, reference checks, and background checks,
are confidential.
Please notify the Volunteer Coordinator in the event of a change of address, contact information, or volunteer status.
7.20 Resignation
While we hope both you and Paws & Think will mutually benefit from your continued volunteering, we realize that it
may become necessary for you to leave your volunteer job with Paws & Think. If you anticipate having to resign,
you are expected to notify the Volunteer Coordinator as far in advance as possible.
7.21 Safety Policy & Reporting Procedure
Paws and Think, Inc. is committed to the safety of all volunteers, dogs, and program participants. Maintaining a
safe environment requires the continuous cooperation of all.
What is an Incident?
Paws & Think defines an incident as any unusual occurrence that happens while volunteering at a venue. Examples
of incidents may include:
• injury to a person or a dog
• damage to property
• perceived unsafe conditions
• misbehavior by either the volunteer or his/her dog, such as a dog eliminating inside the facility
Reporting Procedure
If an incident should occur, notify the facility staff immediately and seek medical attention if needed. When you get
home, report the incident to the Paws & Think Executive Director and complete an Incident Form, which is found in
the Appendix and on the Volgistics homepage. If you anticipate an incident due to perceived unsafe conditions or
misbehavior, immediately notify either a Paws & Think staff member or the facility staff.
7.22 Scheduling and Attendance
Scheduling
AUGUST 2019 35
Volunteers are expected to sign up for volunteer opportunities in Volgistics prior to their arrival at the venues. We
established this requirement because many programs limit the number of volunteers able to participate.
It is important that you represent yourself and your dog, if applicable, as Paws & Think volunteers only at
volunteer opportunities listed in Volgistics. You are not permitted to appear as though you represent
yourself as a Paws & Think volunteer or registered therapy team at any venues, events or activities not
listed in Volgistics or approved in advance by the Executive Director. Representing yourself as a Paws &
Think volunteer or registered therapy team at venues, events, or activities not listed in Volgistics or
approved in advance by the Executive Director will not be supported by Paws & Think, and you will be
responsible for any and all liabilities or losses that may result from your volunteering there. You may be
subject to disciplinary action, including dismissal from service.
Questions regarding volunteer assignments should be directed to the Volunteer Coordinator or Program
Coordinator.
Attendance
Our volunteers are critical to our mission. We rely on you to be dependable and prompt for all of your scheduled
volunteer activities. Excessive absences or lateness may result in disciplinary action, including dismissal from
service.
If you cannot attend a scheduled activity or you anticipate being late, please follow the notification instructions in
7.1 Absences and Lateness Policy.
7.23 Security
We advise that you leave your valuables at home while volunteering. Paws & Think is not responsible for lost or
stolen personal property and will not reimburse a volunteer for any personal property which disappears from a
venue or event location.
7.24 Social Media Policy
Paws & Think’s social media policy was created to protect Paws & Think’s reputation and empower our volunteers
to be ambassadors for the organization. We ask that you adhere to these 6 key points in our policy:
1. Be honest when disclosing your identity
If you post about the therapy dog industry or Paws & Think, disclose that you volunteer for us by adding
these hashtags to your social media post:
#pawsandthink
#pawsandthinkinc
#everypersoneverydog
#youthcanine
2. Only approved spokespeople can speak on behalf of Paws & Think
Even after you have identified yourself as volunteering for Paws & Think, be clear that the views and
opinions you have expressed are your own. If you think an official Paws & Think response may be
required for something you see on social media, contact the Executive Director.
AUGUST 2019 36
3. Keep confidential information to yourself
You should never reveal confidential or sensitive information relating to Paws & Think or our venues on
social media.
4. Use good judgement about what and how you share
Keep in mind that your posts can potentially tarnish reputations or infringe on the rights of someone else.
Do not post information or rumors that you suspect or know to be false about Paws & Think.
5. Treat others with respect
Offensive or inappropriate remarks are as out-of-place online as they are offline. Use the same set of
standards as you do in the physical workplace.
6. Private things are not private
Many times things that you publish can be seen or found by others, despite privacy settings. Consider
everything you post online as potentially discoverable by anyone.
7.25 Standards of Conduct
By agreeing to volunteer with us, you have a responsibility to Paws & Think and your fellow volunteers to adhere to
certain guidelines for conduct. Paws & Think tries to keep rules to a minimum. The purpose of the rules is not to
restrict your rights, but rather to be certain that you understand what conduct is expected and necessary. When
each person is aware that he or she can fully depend upon fellow volunteers to follow the rules of conduct, our
organization will be a better place to volunteer for everyone.
Unacceptable Activities
Generally speaking, we expect each person to act in a mature and responsible way at all times. However, to avoid
any possible confusion, some of the more obvious unacceptable activities are noted below. Your avoidance of
these activities will be to your benefit as well as the benefit of Paws & Think. If you have any questions concerning
any volunteer or safety rule, or any of the unacceptable activities listed, please see the Volunteer Coordinator or
Executive Director for an explanation.
If a volunteer violates any rules established by Paws & Think or a venue, including, but not limited to, the following
rules, that person may be subject to discipline up to, and including, immediate dismissal from service.
• Willful violation of any Paws & Think rule; any deliberate action that is extreme in nature and is obviously
detrimental to Paws & Think
• Willful violation of security or safety rules or failure to observe safety rules or Paws & Think safety practices.
• Negligence or any careless action that endangers the life or safety of another person or dog.
• Unlawful use, possession, purchase, sale, distribution, or being under the influence of any illegal drug
and/or the misuse of legal drugs while on venue premises or while performing services for Paws & Think.
• Performing services for Paws & Think while impaired by the use of alcohol or consuming alcohol.
• Excessive tardiness or absenteeism.
• Unauthorized possession of dangerous or illegal firearms, weapons, or explosives while volunteering for
Paws & Think.
• Engaging in criminal conduct or acts of violence, or making threats of violence towards anyone when
AUGUST 2019 37
representing Paws & Think.
• Insubordination or refusing to obey instructions properly issued by the volunteer’s supervisor.
• Threatening, intimidating, or coercing fellow volunteers at any time, for any purpose.
• Theft of Paws & Think property or the property of fellow volunteers or clients.
• Dishonest, willful falsification or misrepresentation of your application for volunteering or other volunteer
records.
• Breach of confidentiality of personnel or client information.
• Malicious gossip and/or spreading rumors; engaging in behavior designed to create discord and lack of
harmony; interfering with another volunteer on the job; willfully restricting volunteer engaging others to so
the same.
• Immoral conduct or indecency while performing services for Paws & Think.
• Appearing as though you are representing yourself as a Paws & Think volunteer or registered therapy team
at any venues not listed in Volgistics or pre-approved by Paws & Think.
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7.26 Volunteer Status
Active Status: Volunteers desiring to maintain Active Status must do so by staying active throughout the calendar
year.
Inactive Status: We understand that time, availability, interests, jobs, family concerns, etc. can influence the
commitment volunteers can make to Paws & Think. Volunteers with no volunteer activity in a calendar year will
become Inactive at the end of that year. Inactive volunteers’ profiles and files may be deleted when their status
changes to Inactive.
AUGUST 2019 39
SECTION 8 - POLICIES AND PROCEDURES FOR
HANDLERS
The policies and procedures in this section apply only to Paws & Think registered therapy handlers.
8.1 Time Commitment
To keep your dog’s socialization and therapy skills sharp, we ask that therapy teams volunteer at least two (2) hours
per month.
If you and your dog are unable to volunteer for a period of six (6) months or more, please contact the Volunteer
Coordinator to request a leave of absence. Paws & Think reserves the right to require a team returning from a
leave of absence or other extended absence be re-evaluated at the volunteer’s expense prior to resuming therapy
team visits.
8.2 Dogs at Your Work
Paws & Think does not permit you to use your therapy dog during hours when you are working as an employee at
the same facility.
8.3 Dog-to-Dog Greetings
Dogs should be kept at least six (6) feet apart from other dogs at all times while representing Paws & Think on a
visit or at an event. The visit or event begins as soon as you reach the facility property, including the parking lot. If
the dog owners choose to do group photos with dogs posed closer than six (6) feet, it will be done at the volunteers’
own risk.
8.4 Dog Bites
Paws & Think is committed to ensuring the safety of all they serve, humans and dogs alike. A dog with a history of
biting a human or another dog is not eligible to be a Paws & Think registered therapy dog. Paws & Think will
immediately revoke a therapy dog’s registration upon learning of a history of biting, regardless of when the bite
occurred.
It is your duty and obligation to report to Paws & Think any dog bite occurrence from your dog or another Paws &
Think therapy dog—whether at a Paws & Think event or elsewhere. Once a dog bite occurrence is reported, the
Paws & Think registration will immediately be revoked for the biting dog. It is your responsibility to notify the
Volunteer Coordinator or Program Coordinator and Executive Director promptly after any bite occurrence. Anyone
who fails to disclose their dog’s bite history may be subject to discipline, up to and including dismissal from service.
If your therapy dog bites another human or dog while volunteering, take the following action:
1. Stop the visit and remove your dog from the situation
AUGUST 2019 40
2. Notify a responsible party at the venue
3. Seek medical and veterinary care, as needed
4. Complete an Incident Report (see Appendix)
5. Notify Volunteer Coordinator or Program Coordinator and Executive Director
8.5 What Paws & Think Expects from Handlers
Paws & Think expects you to assume responsibility for your dog’s health, safety, training and behavior, and overall
well-being as exemplified by the following:
• health (nutrition, exercise, playtime, grooming, routine veterinary care);
• safety (proper identification tags and microchip; appropriate collar and leash for any situations. No metal
leashes, other than clasps, and no corrective collars of any type);
• training (development and practice of skills appropriate for every venue you will visit);
• behavior and manners (dog has never acted in an aggressive manner towards other animals, people or
children; respect for others property, space and rights, including appropriate toileting);
• appropriate management of yourself, your dog, and the environment.
If Paws & Think is alerted to a possible high-risk or behavior issue, Paws & Think may request that the team be re-
evaluated or may take disciplinary action, up to an including dismissal from service.
8.6 Handler Health & Wellness Standards
Handlers who have any fresh wounds, recent surgery, other injuries, infections, or any condition which may inhibit
their ability to handle their dog safety or pose a health risk to others, may not do therapy team visits until recovered
and healed.
If you have had any change in medical condition since your evaluation, even if temporary, that may impede your
ability to safely handle your dog, please notify the Volunteer Coordinator or Program Coordinator who will discuss
your condition with you and determine whether you need to be re-evaluated and/or observed before continuing any
visits.
For everyone’s sake, please refrain from visiting when you are ill.
8.7 Observation Visits
Handlers are required to observe another Paws & Think therapy team (without their dog) at a venue prior to signing
up to visit that venue with their dog. You may sign up for observation visits in Volgistics. Once you have observed
a team at a desired venue, you may sign up to visit that venue with your dog. You are not required to make
observation visits before visiting Pause for Paws venues.
8.8 Therapy Dog Attire & Equipment
Paws & Think requires that your dog be dressed as follows when volunteering with you:
• Wear one of the following:
AUGUST 2019 41
o Flat collar
o Harness (such as an Easy Walk or Freedom harness)
o Martingale collar (also known as a limited slip collar; no chain link)
o Head collar (such as a Gentle Leader)
• Be on a maximum 4-foot length leash that is made of material strong enough for the size and strength of
the dog. A shorter traffic leash is permitted for larger dogs.
• Wear either a Paws & Think logo bandana or personalized Paws & Think vest
• Wear a Paws & Think-issued therapy dog tag attached to his collar
• Wear a Paws & Think-issued ID badge attached to the dog’s vest or collar
Paws & Think does not permit the use of:
• Choke chains, pinch, prong, spiked, spray, or electronic collars
• Retractable, elastic/bungee, coiled, metal, or chain leashes
• Dog costumes (unless celebrating a special event)
• Strollers, unless necessary due to a dog’s disability and approved in advance by the Executive Director
Paws & Think issues bandanas and dog tags to new teams at the evaluation. Contact the Volunteer Coordinator if
you wish to order a personalized Paws & Think vest or replacement bandana or dog tag.
8.9 Therapy Dog Grooming
Therapy dogs are to be well groomed and nails trimmed for all visits. If you are planning to trim your dog’s nails
within a day or two of a visit, we recommend that you take extra time to file the nails or use a Dremel to ensure safe
and pleasant interactions. They must be clean, brushed and free of fleas. The use of flea collars, powders, sprays,
or dips is not permitted. Any dog using flea drops, dermal heartworm prevention, or any other external insecticide
treatment must have the treatment applied no less than three (3) days in advance of a visit to prevent contact with
possible harmful residues.
If you are unable to bathe your dog, please use a product such as Nature’s Miracle Dander Remover/Body
Deodorizer and PetzLife’s Bath-Eaze Bathless Shampoo and Conditioner. These will help to lessen the likelihood
of any allergic reactions.
AUGUST 2019 42
8.10 Therapy Dog Health & Wellness Standards
Paws & Think maintains high standards for our therapy dogs and we have strict health and wellness requirements
for a very good reason – we are committed to keeping all dogs and humans as safe and healthy as possible.
You are required to carry current health records for your dog when volunteering (either electronically or hardcopy)
and to submit annually the current health records to the Volunteer Coordinator or Program Coordinator via hardcopy
or email. Health records should include proof of required vaccinations and a negative result of the annual fecal
exam.
Health Requirements
Therapy dogs must be kept current on the following routine preventative health care:
• Annual physical exam including a fecal check with negative results.
• Vaccinations including Rabies, Distemper, Parvovirus, Adenovirus Bordetella, and Leptospirosis. Paws &
Think does not accept Titers/antibody testing as proof of disease immunization.
• Heartworm test done within the past year if the dog is not on a continuous heartworm preventative
medication or within the past two years if the dog is on a continuous heartworm preventative medication.
• Free of external parasites (fleas, ticks, etc.).
To ensure adequate protection, vaccinations and parasite testing procedures must be provided by a licensed
veterinarian. If your dog has a chronic or systemic illness or has a history of a prior (known or suspected) vaccine
adverse reaction, you may submit a request for a vaccination waiver to the Executive Director and include a letter
of explanation from your veterinarian.
Dog’s Development of Disability and/or Distress
Please notify the Volunteer Coordinator or Program Coordinator if your dog has developed any disability since its
last evaluation or shows any signs of physical and/or mental distress during visits. If this should occur, Paws &
Think reserves the right to request a re-evaluation to ensure the safety and well-being of all involved.
Visitation Restrictions
For your dog’s well-being, please allow a minimum of 48 hours after receiving vaccinations such as Distemper
and/or Rabies prior to volunteering.
Unaltered female dogs must not be “in season” when participating in therapy visits.
The use of flea collars, powders, sprays, or dips is not permitted.
Any dog using flea drops, dermal heartworm prevention or any other external insecticide treatment must have the
treatment applied no less than three (3) days in advance of a visit to prevent contact with possible harmful residues.
For everyone’s sake, please refrain from visiting when your dog is ill.
8.11 Therapy Team Registration Renewals
AUGUST 2019 43
To ensure that our therapy teams continue to meet our high standards for behavior and skills throughout their
service with us, Paws & Think requires that therapy teams pass the Paws & Think therapy team evaluation every
two (2) years in order to renew their therapy team registrations. The registration expiration date is printed on the
dog’s ID badge and is in the volunteer’s Volgistics profile.
To renew your registration and continue volunteering with your dog, you must pass the current version of Paws &
Think’s Therapy Team Evaluation (considered your “2-year Evaluation”). The Evaluations Coordinator will send you
an email prior to your registration expiration with instructions to schedule your 2-year Evaluation. When you pass
your 2-year Evaluation, you will receive a paper certificate that recognizes you and your dog as a Paws & Think
Registered Therapy Team and Paws & Think will mail a new ID badge for your dog with the new registration
expiration date on it.
Paws & Think grants a period of 30 days after the expiration of the registration for the purpose of registration renewal
(considered the “grace period”). You are permitted to volunteer with your dog during the grace period; however,
after the grace period, you are not permitted to volunteer with your dog until you renew your registration.
Registration renewals may occur from 60 days prior to your registration expiration date to one (1) year after the
registration expiration. If your registration is expired for more than one (1) year, Paws & Think may require that you
complete a new assessment form and obtain Paws & Think’s approval prior to scheduling your evaluation.
If you do not pass your 2-year Evaluation, your therapy team registration will expire on the date of the 2-year
Evaluation, regardless of the registration expiration date on your dog’s ID badge, and you will be suspended from
volunteering with your dog. When you are ready to retake the evaluation, please contact the Evaluations
Coordinator to schedule it.
8.12 Volunteer Assignments
Volunteers are expected to sign up for volunteer opportunities in Volgistics prior to their arrival at the venues. We
established this requirement because many programs limit the number of volunteers able to participate.
It is important that you represent yourself and your dog as a Paws & Think therapy team only at volunteer
opportunities listed in Volgistics. You and your dog are not permitted to appear as though you represent
yourselves as Paws & Think volunteers or as a registered therapy team at any venues, events, or activities
not listed in Volgistics or approved in advance by the Executive Director. Representing yourselves as Paws
& Think volunteers or a registered therapy team at venues, events, or activities not listed in Volgistics or
approved in advance by the Executive Director, will not be supported by Paws & Think and you will be
responsible for any and all liabilities or losses that may result from your volunteering there. You may be
subject to disciplinary action, including dismissal from service.
Questions regarding volunteer assignments should be directed to the Volunteer Coordinator or Program
Coordinator.
8.12 Volunteer ID Badges
Paws & Think prints personalized volunteer photo ID badges for our handlers and their registered therapy dogs to
wear while on assignment with Paws & Think. The dog’s ID badge is imprinted with the dog’s photo and its
registration expiration date. Paws & Think mails ID badges to newly registered teams after completion of their first
AUGUST 2019 44
assignment. When a team passes their 2-year Evaluation, we send a new ID badge for the dog with the new
registration expiration date imprinted on it.
If you need a replacement badge, contact the Volunteer Coordinator.
AUGUST 2019 45
SECTION 9 – THERAPY TEAM VISITS
9.1 Choosing the Right Venue(s)
Finding a venue that is a good match for both you and your dog is very important. When selecting a venue,
think about your dog’s temperament, personality, likes and dislikes (e.g., crowds, children), as well as any
special skills. Not all teams will thrive at every venue. It is important to talk with Paws & Think personnel
about your dog’s energy level and quirks (pawing, licking, etc.) in order to find the venue that best suits you
and your dog. An observation visit without your dog is always the first step for making sure you are both going
to enjoy your work.
Please remember that you are not permitted to appear as though you are representing yourself as a Paws &
Think volunteer or registered therapy team at any venues not listed In Volgistics.
9.2 Take a Visit Bag
When you are volunteering with your dog, we suggest that you bring the following items in a “visit bag”:
• Have your dog’s health records available (hardcopy or online)
• Water bowl or dispenser and water
• Dog treats (no treats containing peanuts or peanut oil)
• Small towel
• Dog waste bags
• Hand sanitizer and/or antibacterial wipes
• Lint roller (if necessary)
• Photographic Release & Waiver of Liability form (see Appendix)
• Optional items: puppy wipes, dog brush, books, small mat/blanket for your dog to lie on
9.3 Visiting Guidelines
To maintain our reputation as one of the best pet therapy organizations in Central Indiana, Paws & Think
expects all of its registered handlers to comply with the following visit guidelines:
Before you enter the facility:
• Your dog must wear a collar or harness and be on a maximum 4-foot length leash. (see 8.8 Therapy
Dog Attire & Equipment Policy)
• Keep your dog’s 4-foot leash in your hand at all times while on the facility property, which includes the
parking lot.
• Toilet your dog in designated area and properly dispose of waste.
• While not required or necessary, dog-to-dog greetings must be agreed to by both handlers and must
only take place outside the venue and away from other people. No dog-to-dog greetings are permitted
inside a venue. See 8.3 Dog-to-Dog Greetings Policy.
• Ensure that your dog is wearing its bandana or approved vest and therapy dog tag.
• Ensure that you both are wearing your volunteer ID badges and any other identification required by
the facility. See 8.8 Therapy Dog Attire & Equipment Policy.
AUGUST 2019 46
• Maintain a minimum distance of 6 feet between dogs at all times.
• Silence your cell phone.
When you enter the facility:
• Follow the facility guidelines regarding entry, identification/security, sign in/out, reporting, and
documenting procedures.
• Introduce yourself to the staff upon your arrival and ask who has been approved for a visit. Exclude
people from visits if they are nervous around animals, have animal related allergies, asthma, or open
wounds, have an infection or communicable disease (usually indicated by signage or presence of
gowns and masks outside the room) or have been excluded by the staff for another reason.
• Maintain a minimum distance of 6 feet between dogs at all times.
During your visit:
• Be responsible for your dog at all times.
o Keep your dog’s leash in your hand at all times, including when it is sitting in a lap or you
are on a break or taking photographs.
o Maintain a minimum distance of 6 feet between dogs at all times.
o Stay with your dog and be in control of the situation. Never tie a dog to people, equipment, or
furniture while visiting.
o If a person wants to hold your dog, place the dog on the person’s lap while the person is
sitting, and remove the dog when the visit is over. A dog being held by a person receiving a
visit must not be passed to another person except by the handler.
• Consider your dog’s needs and humane care first.
o Advocate for your dog at all times.
o Toilet your dog as needed.
o Do not allow your dog to “vacuum” the floor. Residents may drop pills on the floor or on
themselves, and staff may drop other items that could harm your dog.
o If your dog begins to show signs of stress, fatigue, or disinterest at any time during your visit,
politely end your visit and inform the facility staff that you are leaving early. Never force your
dog to be sociable.
• When entering private rooms, always have an escort with you and knock before entering.
• Offer no human food or drinks to clients.
• If your client needs assistance, seek a staff member to assist the person, do not provide the assistance
yourself.
• To avoid any possible allergic reactions, do not use dog treats with peanuts or peanut oil in them.
• Clean up after your dog inside and outside the facility and abide by any facility required clean up rules.
• Be sociable and friendly, extend empathy but not sympathy, and be a good listener.
• Be familiar and comply with facility standards, rules, and procedures.
• Do not allow your dog to lick/kiss anyone unless the person approves it first.
• Be aware of “flailing” paws since individuals may have fragile skin and be easily prone to scrapes and
bruises. Notice bandaged limbs and ask the individual if they have any sensitivity to touch.
• Avoid letting individuals’ fingers or hands get under your dog’s collar.
• In case of an accident or unusual occurrence, stop your visit immediately and without reservation
report all incidents or rule infractions to Paws & Think, following reporting procedures and knowing all
information will be treated sensitively and with confidentiality.
• Do not take photographs of people you visit without first obtaining the facility’s approval and then
AUGUST 2019 47
obtaining a Photographic Release & Waiver of Liability form (see Appendix) signed by the client or, if
the photo is of a child under age 18, signed by the child’s parent or guardian.
After your visit:
• Remember our Confidentiality Policy (see 7.6 Confidentiality Policy). You are not allowed to discuss
any client information with anyone who does not have the professional right or need to know it.
• Visiting with new people is rewarding, stimulating, and exhausting. Remember to reserve some time
after your visit to take care of yourself and your dog. Practicing self-care can have great benefits for
you and your dog.
Other visit guidelines:
• Only a team (a volunteer handler and his/her dog) currently registered as Paws & Think therapy team
may visit a venue as a “therapy team”.
• Only visit when both you and your dog are in good health, in accordance with the 8.10 Therapy Dog
Health & Wellness Standards Policy.
• Handlers who own more than one Paws & Think registered therapy dog may only bring one therapy
dog to a venue at a time.
• Limit the visit to no more than two (2) hours per day, except for special circumstances such as
residential camps.
• Do not charge or accept a fee for your services.
• Never misrepresent your dog as a service dog or other support dog, unless it is registered as such.
Questions related to these visit guidelines should be directed to the Volunteer Coordinator, Program
Coordinator, or Executive Director.
AUGUST 2019 48
APPENDICES
A. Incident Report form
B. Photographic Waiver & Release of Liability form
C. How to Greet a Dog
D. Doggie Language
E. People First Language
F. Organizational Chart
AUGUST 2019 49
APPENDIX A – INCIDENT REPORT
Your immediate concern is your dog; assure that he is safe and secured away from the situation. If anyone is
injured, get assistance from the facility. Volunteers are not permitted to give medical aid or assistance under
any circumstances. Before leaving the facility or event make sure that the incident is reported to proper
personnel. Once you are safely home please complete this incident form and report the occurrence to the
Executive Director.
PLEASE PRINT
Date of Report: __________________ Date & Time of Occurrence: ________________________
Name and location of Occurrence: __________________________________________________
_________________________________________________________________________
Handler’s Name:
________________________________________________________________________________
Dog’s Name: ___________________ Breed: _____________________________Age: _ __
Were any other Paws and Think, Inc. volunteers present? ___Yes ___No
If Yes, who? ______________________________________________________________________
________________________________________________________________________________
Please provide a detailed description of the incident/unusual occurrence, including any details that may later
prove significant: _____________________________________________________
_______________________________________________________________________________
___________________________________________________________________________
_______________________________________________________________________________
___________________________________________________________________________
Were there any injuries? Please describe, including any treatment that may have been provided and who
the provider was: _________________________________________________________
__________________________________________________________________________
________________________________________________________________________________
Print Name:______________________________________________Date:___________________
Signature: _______________________________________________________________________
AUGUST 2019 50
APPENDIX B – PHOTOGRAPHIC
WAIVER & RELEASE
In consideration of my participation with Paws and Think, Inc. (“Paws & Think”), upon the terms herewith stated, I hereby give to Paws & Think (the “Photographer”) and its affiliated companies, subsidiaries, event volunteers, sponsors, employees, instructors, agents, associates, officers, directors, successors and assigns, those for whom the Photographer is acting, and those acting with Photographer’s authority and permission:
a) the unrestricted right and permission to copyright and use, re-use, publish, and republish photographic portraits or pictures of me or in which I may be included intact or in part, composite or distorted in
character or form, without restriction as to changes or transformations in conjunction with my own or a fictitious name, or reproduction hereof in color or otherwise, made through any and all media now or
hereafter known for illustration, art, promotion, advertising, trade, or any other purpose whatsoever.
b) I also permit the use of any printed material in connection therewith.
c) I hereby relinquish any right that I may have to examine or approve the completed product or products or the advertising copy or printed matter that may be used in conjunction therewith or the use to which it
may be applied.
d) I hereby release, discharge and agree to save harmless Photographer and its legal representatives or assigns, and all persons functioning under its permission or authority, or those for whom it is functioning,
from any liability by virtue of any blurring, distortion, alteration, optical illusion, or use in composite form whether intentional or otherwise, that may occur or be produced in the taking of said picture or in any
subsequent processing thereof, as well as any publication thereof, including without limitation any claims for libel or invasion of privacy.
e) I hereby affirm that I am over the age of majority and have the right to sign this Waiver and Release in
my own name. I have read the above authorization, release and agreement, prior to its execution; I fully understand the contents thereof. This agreement shall be binding upon me and my heirs, legal
representatives and assigns.
Print Participant Name: _________________________________________Date: ______________
Print Custodial Parent/Legal Guardian Name: _________________________________________
Participant and/or Custodial Parent/Legal Guardian Signature: ___________________________________________
Address: _______________________________________________________________________
Phone: ____________________________Email Address: ________________________________
AUGUST 2019 51
APPENDIX C – HOW TO GREET A DOG
AUGUST 2019 52
APPENDIX D – DOGGIE LANGUAGE
AUGUST 2019 53
APPENDIX E – PEOPLE FIRST LANGUAGE
AUGUST 2019 54
APPENDIX F – ORGANIZATIONAL CHART
