RUNNING A SHELTER AS A BUSINESS

1. RUNNING A SHELTER AS A BUSINESS

2. RUNNING A SHELTER AS A BUSINESS

3. MISSION STATEMENT DOGS TRUST IS WORKING TOWARDS THE DAY WHEN ALL DOGS CAN ENJOY A HAPPY LIFE, FREE FROM THE THREAT OF UNNECESSARY DESTRUCTION IDENTIFYING YOUR AIM AND RESOURCES • IDENTIFY YOUR AIM / MISSION: • SHELTER? REHOMING? VETERINARY AID? ETC • EVERYONE MUST UNDERSTAND IT • EVERYONE MUST BE COMMITTED TO IT • IDENTIFY YOUR RESOURCES: • PHYSICAL • FINANCIAL • HUMAN • HAVE A LONG TERM GOAL, BUT BE REALISTIC ABOUT ACHIEVING IT • PLAN THE ROUTE TO IT VIA INTERMEDIATE GOALS

4. RESOURCES - PHYSICAL • RECOGNISE YOUR LIMITS • ALTERNATIVES: • EXTERNAL REHOMING? HfH • GO TO THE SOURCE?

5. RESOURCES - FINANCIAL • RECOGNISE YOUR LIMITS • DO NOT TAKE IN MORE THAN YOU CAN AFFORD TO CARE FOR • WORK HARD AT FUNDRAISING • SECURE YOUR FUTURE TO REALISE YOUR PLANS

6. RESOURCES - FINANCIAL • TRY TO OBTAIN SUPPORT FROM COMMERCIAL BUSINESSES

7. RESOURCES - FINANCIAL • TRY TO OBTAIN SUPPORT FROM COMMERCIAL BUSINESSES • THEY LIKE TO BE SEEN TO WORK WITH CHARITIES • BUT THEY WILL ONLY WORK WITH WELL ORGANISED CHARITIES

8. RESOURCES - FINANCIAL • SHOP AROUND FOR THE BEST PRICE • Working with businesses and constantly reviewing food costs has enabled Dogs Trust to find a tremendous deal. • DEVELOP PUBLICITY TO ATTRACT FUNDING

9. MAKING YOURSELF KNOWN

10. MAKING YOURSELF KNOWN

11. AOD Organise your teams Reporting to Head Office Department Liaison between Ops Director & H/O Dept Heads Line management Line management outside RC Volunteers opportunities Reporting chain within the RC Manager Assistant Manager Admin Assistant Manager Ops Campaigns Canine Carers (Rehomers) (Groomers) (Puppy) (Vol Co-ord) Ed Officer TBA Receptionists Canine Carers (Trainers) SRO Veterinary Nurses Volunteers Maintenance Operatives Fund Raisers Home Visits Dog Walkers Groomers Kennel Duties

12. OBTAIN / MAXIMISE BEST VALUE • KEEP RECORDS • MEASURE PERFORMANCE • COMPARE MONTH BY MONTH AND YEAR BY YEAR • AMONG THOSE DOGS TRUST PLOTS: • GROSS REHOMES • RETURNS TO KENNEL • OCCUPANCY OF KENNELS • AVERAGE LENGTH OF STAY IN KENNELS • VETERINARY COSTS • NUMBER OF DOGS PER STAFF MEMBER • COST PER DOG CARED FOR • FOOD COSTS

13. KEY PERFORMANCE INDICATORS • WHY MEASURE PERFORMANCE? • FOR THE BENEFIT OF THE ANIMALS • TO MAKE US THINK AND SEARCH FOR IMPROVEMENTS • KEY PERFORMANCE INDICATORS HELP US : • TO UNDERSTAND THE FACTORS THAT INFLUENCE OPERATIONS • KPIs ARE USED IN BUSINESS • DO NOT BE SCARED OF USING GOOD BUSINESS TECHNIQUES • COMMERCIAL BUSINESS CAN TEACH US ABOUT: • CUSTOMER SERVICE • STAFF TRAINING • MARKETING • PUBLICITY • Dogs Trust have used advice from commercial businesses in all of these areas in the past.

14. OBTAINING BEST VALUE Budget figure

15. STAFF ISSUES • CLEAR INSTRUCTIONS FOR STAFF: • STANDARD PROCEDURES TO FOLLOW • STAFF TRAINING: • TIME CONSUMING BUT WORTHWHILE • KEEP STAFF INFORMED • BE OPEN TO SUGGESTIONS: • GOOD IDEAS DO NOT ALWAYS COME FROM THE TOP

16. SOPs • STANDARD OPERATING PROCEDURES • DESIGNED TO STEER YOU THROUGH A PROCESS LOGICALLY, STEP BY STEP • EVEN THE MOST INEXPERIENCED STAFF MEMBER CAN USE THEM

17. SOPs ORDER DESCRIPTION ISSUE/REVISION DATE SOP 01 ACCEPTANCE OF DOGS INTO CARE Revised 06/13 SOP 02 SAFETY OF LONE WORKERS Revised 06/13 SOP 03 SHARED ADOPTION SCHEME (SAS) Revised 06/13 SOP 04 TRANSFER OF DOGS Revised 08/14 SOP 05 NEUTERING Revised 07/13 SOP 06 SANCTUARY Revised 05/13 SOP 07 SPECIAL TRAINING & REHOMING CENTRE Revised 08/14 SOP 08 Pet24 TAG Revised 06/13 SOP 09 ADOPTION OF DOGS FROM DOGS TRUST CARE Revised 08/14 SOP 10 DOGMOBILESRevised06/13 SOP 11 EUTHANASIA OF DOGS Revised06/13 SOP 12 BUSINESS CONTINUITY PLAN Revised 07/13 SOP 13 IT PROBLEMS Revised 06/13 SOP 14 HOME FROM HOME SCHEME 07/13 SOP 15 ACCEPTING CANINE CARE CARD DOGS 06/13 SOP 16 BEHAVIOUR AND WELFARE 06/13 SOP 17 HYDROTHERAPY/PHYSIOTHERAPY UNIT 05/13 SOP 18 ALLEGATIONS OF MISTREATMENT OF DOGS 06/13 SOP 19 VIOLENCE AT WORK 06/13 SOP 20 DOGS PROHIBITED IN THE UK 06/13 SOP 21 PETS AT HOME ADOPTION ADVISORS 07/11 SOP 22 OAKFIELD 07/13 SOP 23 VETERINARY PROTOCOLS 08/14 SOP 24 DOG TRAP PROTOCOLS 08/14

18. SOPs • SOP09 ADOPTION OF DOGS FROM DOGS TRUST CARE • 1. Background. • 2. Preparation of Dogs. • a. Dogs are to be presented clean and groomed. • b. The veterinary record is to be checked prior to the adoption • c. Dogs are to be neutered before adoption. • d. All dogs are to be micro-chipped. • e. Each dog is to be handed over wearing a Dogs Trust collar. • f. On the collar each dog is to have a temporary address tag and a Pet24 tag. • Documentation. • Procedure. What needs to be explained: • a. The function of the temporary name and address tag. • b,. The function of the Pet24 Tag. • c. The function of the Pet24 tag indicating that the dog is chipped. • d. The four week's free insurance with Petplan. • e. Vetfone service. • f. Stitch removal. If the dog has been recently neutered • g. Neutering voucher. • h. Medication. If the dog is receiving a course of medication, • i. The veterinary record. • j. Disclaimer/Additional Undertakings. • k. Food. The feeding regime of the dog is to be explained • l. Continuing back up.

19. SOPs • Starter pack • 6. Adoption fee. • After action. • 8. Further Guidance. • Annexes: • Annex A to SOP09: Adoption Check List • Annex B to SOP 09: NOTES ON SERVICES INCLUDED WITH ADOPTION

20. AGIs • ADMINISTRATIVE GUIDELINES AND INSTRUCTIONS • NOT INTENDED TO GIVE A STEP BY STEP GUIDE TO A PROCESS • BUT INTENDED TO SPECIFY MEASURES TO BE TAKEN IN ORDER TO ALLOW OPERATIONS TO RUN SMOOTHLY

21. AGIs ORDER DESCRIPTION ISSUE/REVISION DATE AGI 01 NATIONAL VETERINARY SUPPLIES 12/13 AGI 02 VOLUNTEERS 02/11 AGI 03 ADOPTION FEE 09/13 AGI 04 DOG HANDLING EQUIPMENT AND TECHNIQUES 06/13 AGI 05 GRADING OF DOGS FOR HANDLING 05/13 AGI 06 OCCUPATION OF DOGS TRUST PROPERTY 05/13 AGI 07 UNIFORM 08/14 AGI 08 HANDLING OF CASH 11/13 AGI 09POLICY ON VACCINATION FOR VISITING DOGS 09/13 AGI 10 DRIVING OF DOGS TRUST VEHICLES 12/13 AGI 11 THE ADOPTION PROCESS 09/13 AGI 12 MAINTENANCE OPERATIVES–ROUTINE CHECKS 11/13 AGI 13 STANDARD OF CARE 08/14 AGI 14 PRE ADOPTION TALK Revised 06/13 AGI 15NIGHT DUTY PROTOCOLS 08/14 AGI 16 KENNEL CLEANING EQUIPMENT 09/13 AGI 17 SOCIALISATION & HABITUATION OF PUPS 11/13 AGI 18 CAT TESTING 09/13 AGI 19 VETFONE 09/13 AGI 20 USE OF KENNELS FOR DOGS OTHER THAN FOR REHOMING 03/14

22. AGIs AGI 20 USE OF KENNELS FOR DOGS OTHER THAN FOR REHOMING 1. Introduction. Dogs Trust rehoming policies have been developed to make maximum use of available kennels in order to rehome as many dogs as possible given the capacity we have at each Rehoming Centre. In order to achieve this, we must be extremely cautious of allowing kennels to be used to house dogs that are not for rehoming; even for short periods of time. 2. It is accepted, however, that there may be exceptional circumstances where managers may want to allow such dogs to be temporarily kennelled. It is essential that adequate records are kept of consent and agreement terms to protect the organisation and the individual personnel involved. In any of the situations covered in this instruction, dogs need to be fully vaccinated and not show excessive stress by being left in kennels. 3. Adopted dogs. Occasionally, adopters who take on dogs with known behaviour issues (such as a history of aggression) may find it impossible to find boarding kennels that will accept them. In some instances, the adopters feel that if they have an urgent need to leave their dogs they have no other option but to RTK. If managers feel that offering a temporary kennel space in these circumstances will allow the adopted dog to remain with the family (and prevent a difficult to rehome dog from being RTK) then this is permitted. Wherever this is allowed, it must have minimum affect on intake of dogs for adoption. 4. Staff dogs. Some RCs have an area of staff kennels that are not maintained by Dogs Trust and are not counted as RC kennels. Those RCs where this is available are aware that this is due to historical agreements made before current practices were decided. These kennels can be used by staff for their dogs and each RC should have a written agreement in place for those staff wishing to use them. An example agreement can be found at Annex B and should be adapted for individual RC use. 5. Those RCs where such kennelling is not provided are not to allow staff to use any kennel for routine use (such as bringing their dogs to work or housing their dogs during routine holidays). However, there may be occasions where a member of staff has an urgent need to take leave (for compassionate reasons for example) and can not find private boarding. In such cases the manager may use their discretion and allow the use of a kennel for a short period only.

23. AGIs 6. Other Dogs Trust staff. The operations Department Behaviour Team are regularly on the road providing training to staff at Rehoming Centres. Some of this training will require them to travel with their own dogs for demonstration or “stooge” purposes. Though they will always try to plan their visits so that they do not need to kennel their dogs in Dogs Trust kennels, there may be occasions where this is unavoidable. In such cases they may approach RC managers to request a kennel space to over-night their dog. Where this happens, they must provide the same agreement and proof of vaccination as in other situations. 7. Other extreme cases. There may be rare instances where police/social services ask that we “board” dogs due to police investigation or a domestic situation. In these cases the person handing over would need to sign on behalf of the owner. We may need to supply food as the front line police/ welfare person won’t have access to this. In these cases we will act to assist the community and suggest that a donation be given to cover food (though this may not always be forthcoming.) 8. If situations like this arise Rehoming Centre managers must seek authority from their AOD and will be expected to make adjustments to the agreement form accordingly. 9. Consent forms. In ALL cases where it has been decided to allow the temporary kennelling of such dogs, an agreement form and disclaimer must be completed (See Annex A). This form details all terms of the agreement and records important veterinary details and consents. It is important that proof of vaccination is seen and copies taken. 10. Veterinary cover. Should there be need to provide palliative care for any non-Dogs Trust dog whilst it is in our kennels, the owners are to be made aware and agree that this will be at their expense. Dogs Trust vets can provide this but they may need to make contact with the owner’s vet practice to do so. Their details must be given on the agreement form. 11. AOD Awareness. In ALL cases where agreement to use kennels for such dogs is made, Managers must inform their AOD so that frequency of stays can be monitored. Annexes: A Agreement to use Dogs Trust kennels form B. Agreement to use Staff Kennels form

24. What have we covered? • IDENTIFY YOUR AIM / MISSION • RECOGNISE YOUR LIMITS • SECURE YOUR FUTURE TO REALISE YOUR PLANS • DEVELOP PUBLICITY TO ATTRACT FUNDING • ORGANISE YOUR TEAMS, GIVE THEM CLEAR GUIDANCE • DO NOT BE SCARED OF USING GOOD BUSINESS TECHNIQUES

25. RUNNING A SHELTER AS A BUSINESS