JOHN BALL ZOO VOLUNTEER HANDBOOK Updated Spring 2015

PURPOSE This handbook is designed to acquaint you with John Ball Zoo and its volunteer organization, the Zoo Doers. Use it as a ready reference to answer questions regarding your involvement and your responsibilities as a Zoo Volunteer. The information presented is also intended to help you determine what you can expect from us, as well as what is expected of you. As an overview of John Ball Zoo’s policies, this handbook does not necessarily represent all such policies in force. Changes, additions and deletions may be made by the Zoo at its discretion. If you have any questions regarding the information or topics contained herein, please direct them to the Volunteer Manager or the Manager of the Department where you volunteer. Thank you for your contribution as a John Ball Zoo Doer!

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WELCOME

Dear Friends, Volunteers at John Ball Zoo help us in so many ways that it is hard to find words that can adequately convey our heartfelt thanks. A simple stroll through the zoo on any given day reveals our volunteers engaged with our visitors, assisting zookeepers, completing landscaping tasks and much more. Behind the scenes, we know that volunteers assist with mailings, office tasks, our animal collection, and much more. Volunteers in many organizations thrive on helping others, and our volunteers are no different. What sets our volunteer corps apart from any others is their dedication to improving the quality of life of our animal collection, both here and in the animals’ natural environment. Our volunteers fully understand that our zoo exists not only for the enjoyment of our visitors, but more importantly, that an important part of our mission is the preservation of animal species throughout the world. By working at the zoo, we all do our parts to make the world a better place. We are delighted to welcome you to our growing cadre of volunteers and expect that you will enjoy your time with us. We hope that you will adopt us as your second family, because we really think of you as family. We also have a favor to ask of you (as if volunteering isn’t enough). Our best ambassadors for our volunteer program have been our volunteers, and we often find that when you ask someone to help us, their response is quite positive. So our request is this: will you check with your friends and relatives to see if you can find one more person willing to volunteer this year? Imagine the impact that doubling the size of our volunteer force would have on the zoo. I hope you enjoy your time with us, and I encourage you to let us know when you see anything that we might improve. Your dedication and support continue to make us one of the premiere West Michigan cultural attractions, and we appreciate everything you do. Many, many thanks!

Kevin O’Neill Chief Executive Officer John Ball Zoo

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MISSION STATEMENT John Ball Zoo’s Core Mission John Ball Zoo inspires people to be active participants in the conservation of wildlife and our natural environment. To do this requires that we… • Operate a quality zoological institution that is accredited by the Association of Zoos & Aquariums. • Excel in the care and management of our animal collection, including enrichment, training and health care. • Create impact and value in our community in economy, education, culture and recreation. • Create educational, engaging, and interactive experiences for people of all ages that foster appreciation and understanding of wildlife and our natural world. • Create a work environment that attracts and retains a high performing team. • Engage in effective conservation and research activities including creating a site that demonstrates and promotes the conservation of our environment. • Be responsible stewards, not only of wildlife, but also of our guests, staff, and physical and financial assets entrusted to us. • Partner with others to accomplish our mission. Our Core Values • We believe being responsible stewards of our living collection is our most important priority. • We believe that valuing diversity and inclusion in our community enhances our ability to accomplish our mission. • We believe in developing, delivering, and using resources that support the sustainability of John Ball Zoo and wildlife conservation here and in the wild. • We believe that working together we can accomplish anything. • We believe that educating ourselves and others is the spark that inspires conservation action. • We believe in constantly surprising and delighting our guests. John Ball Zoo’s Envisioned Future We envision a future of being a world-class zoo, a premier educational facility, a renowned conservation center, and a wildly successful national visitor attraction We will accomplish this by; Demonstrating leadership in our industry; Creating an unsurpassed guest experience; Striving for organizational excellence; Ensuring we have the financial resources to realize our envisioned future and; Becoming a treasured resource to our community and our country.

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ORGANIZATIONAL CHART

Nearly 500,000 visitors walk through the Zoo gates every year. Volunteers can be a vital part of their zoo experience. We encourage your presence in a variety of ways. In your contact with visitors, it is important to promote a safe, recreational atmosphere. By understanding the Zoo’s policies and regulations, you can help ensure a pleasurable visit for everyone. 5

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BRIEF HISTORY OF JOHN BALL ZOO 1884

John Ball dies; leaves 40 acres of land to the City of Grand Rapids to be used as a park. It would be known as the Ball 40. 1891 City commission records provide the first reference of animals at the park. They decide not to use city funds to purchase animals to supplement the orphan and injured animals at the park. However, many of them chip in from their own pockets and buy a few animals for what would become the Zoo. 1890’s John Ball Park becomes the official name and the City purchases surrounding land to increase its size to 140 acres. 1905 With an annual budget of $5000, the Park features a conservatory, dance parlor, bandstand, carriage trails, swimming pool, formal gardens, and the Zoo. 1930’s The Depression. Most of the Zoo’s collection is given to other zoos. Some deer and bison are butchered to feed the poor. Only a few aging animals remain. 1949 Katherine Whinery meets with the mayor and other prominent citizens to discuss rebuilding the Zoo. The city offers to hire a zoo director, rebuild and maintain the Zoo if private citizens will form an organization to assist with private contributions and support to offset the cost of new exhibits and animals. The John Ball Zoo Society is born! 1949 Fred Meyer is hired as the first Zoo Director. Monkey Island is built and opens. 1974 A Docent Program is established with assistance from the Junior League and the first Education Curator is hired. The Zoo Society and the City create a Zoo Master Plan to renovate and expand the Zoo over the next 20 years. 1983 JBZ becomes the first Michigan zoo to be accredited by the AAZPA, (now the American Zoo and Aquarium Association, AZA). This is due to many renovations of the Zoo 1985 The first phase of the Master Plan is completed. It renovates the older core of the Zoo. 1986 Construction plans are put on hold while the City and County negotiate to find a better way to fund the cultural facilities in the City. 1989 Kent County purchases the Zoo for $1, and the Park for $1, in return for a guarantee from the City that funds previously budgeted for the Zoo will be applied to the budgets of other city-owned facilities. 1995 The Living Shores Aquarium, Bald Eagle Aviary, new concessions plaza, and ramping system is completed. 1996 Phase II is completed with the opening of the African Forest Edge Exhibit. 99-01 Phase III – construction and opening of a new Animal Hospital and Mokomboso Valley. 2000 Plans for Zoo expansion are contested. Kent County considers other options – including moving the Zoo to the property donated by Fred Meijer. 2004 Kent County voters decided the Zoo would remain where it is. 2005 A new Vision Plan was adopted. A new Plaza and Grizzly Bear exhibit were to be the first to be built. 2008 The Lions of Lake Manyara exhibit opened 2009 Monkey Island was ‘redecorated’ to allow greater visibility and a more naturalist look. 2014 Kent County, owner of the Zoo, and the John Ball Zoo Society unified their respective operations at the Zoo to create John Ball Zoo. A long-term management agreement is in effect that allows non-profit management with continued ownership by Kent County. The Crawford Tigers of the Realm upper exhibit opened. Lower exhibit will open in 2015

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BECOMING A ZOO VOLUNTEER Recruitment Prospective Volunteers can be found in all types of places. We field calls from interested people on a regular basis, use local media and community events, and of course, rely on experienced Volunteers to put out the word. A personal invitation to volunteer, by a Volunteer, is always most effective! Prospects may be referred to the website www.jbzoo.org or to the Volunteer Manager for more information

Informational Sessions On the third Sunday of most months we invite interested persons to attend an introductory meeting to discuss the Volunteer program. It is a chance to meet staff, learn about the Volunteer activities, and decide whether this is the opportunity they desire.

Interview An interview is conducted prior to the start of Volunteer training in order for the Volunteer Manager to learn about each applicant’s interests, answer any further questions, and decide if the candidate is a good fit to our program. All candidates who successfully complete the interview are subject to a criminal background check, motor vehicle record check, and a DHS check before final acceptance into the Volunteer program. This information will be made available only to the Volunteer Manager, unless circumstances dictate otherwise, and will remain confidential.

VOLUNTEER CODE OF CONDUCT Confidentiality Due to the Volunteer’s relationship with the Zoo and its staff, s/he is frequently privy to a great deal of information about the Zoo. It is important that Volunteers use good judgment as to the type of information they provide to the public. If a Volunteer is in doubt as to the appropriateness of information, s/he should consult with the Volunteer Manager, their Supervisor or the Marketing Manager before imparting such information to the visitor.

Animal Naming Policy The animal management staff has decided to authorize the use of animal names. However we need to keep in mind several issues. It is not necessary or desirable for all animals in the collection to have names. Many of our animals currently have names or came to us with names. When a new animal is born, keepers in that area will be asked to recommend appropriate names. The animal management staff will approve all new names. Names should show respect for the animal. Remember the public use of an animal’s name should 8

be used for the purpose of educating the public and creating empathy for that animal and its species. In other words, don’t even think about suggesting “Stinky”. Just because an animal has a name doesn’t mean that you should continually use it in public. If a visitor asks and you know the name, feel free to give them that information. If you don’t know the name, simply say you don’t know it. Do not use the radio to inquire about an animal’s name from other keepers. Names of animals will not be used on graphics or in educational materials unless approved by the animal management committee. No naming contests will be held. Animal sponsorships will still be species sponsors. We will not publicize animal names, however, if the media asks we will give them the name. This policy will most directly affect the domestic animals in the corral and the animals used for programs. These areas in particular will benefit from the keepers being able to use the animal names. The chimps and the spider monkeys are a different problem. Keepers use the names in order to manage the animals. We would encourage you to simply say that they do have names but we prefer not to give them to visitors because it can lead to problems with their training & management. Always use your best judgment in each individual situation. Staff and Volunteers are encouraged to minimize the use of the animal’s name during programs. We ask that a name only be mentioned if an audience member asks the question. This low-key approach will help reduce the concerns regarding anthropomorphizing the animal. As professionals committed to caring for our animals’ welfare and for the welfare of the species, you are encouraged to view this policy as a way to create greater empathy for wildlife in our audience. There is a responsibility on all of us that comes with this policy. Do not use this as an easy way out of fulfilling our educational responsibilities to our visitors. The name of an animal is not the most important information for a visitor to have. Use that question, “What’s its name?” when asked, as a way to begin a conversation that will educate and create a conservation ethic.

Media Volunteers are not authorized to make statements to the press, officially or unofficially, at any time. Any requests by members of the press must be directed through the Marketing Manager or the Zoo’s Chief Executive Officer. This allows the Zoo to provide consistent, accurate information to the public through media. If you wish to voice an opinion related to the Zoo through the local media, you may do so as an interested party only, not as a representative (i.e. Volunteer) of the Zoo. Press coverage during a Volunteer activity is not uncommon, and information and pictures included in a general, educational or promotional capacity may be used without Zoo permission. If you have any confusion concerning the media guidelines, please contact the Volunteer Manager or Marketing Manager for assistance.

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Attendance Trainees are expected to put in the time and assignments required to complete their chosen level of training within the training calendar. Each Ambassador or Park Volunteer is given the flexibility of setting his/her own schedule, but it is their responsibility to contact the appropriate person (online scheduling [VIC], Volunteer Manager or Coordinator) to sign up for activities. Dependability is one of the most significant characteristics of a good Volunteer. A Volunteer who is scheduled for an activity is expected to be prompt and reliable. Please arrive at the Zoo at least 15 minutes ahead, but no more than 30 minutes ahead, of your scheduled time. Volunteers who are traveling off-site must factor in their travel time in order to arrive at their destination at least 15 minutes in advance of their scheduled activity. The Supervisor or Volunteer Manager must be informed of any tardiness or absence with as much notification as possible. Animal Care and Dive Volunteers are asked to call the Zoo’s call in line (616 336-3246) before 7:00 or 8:00 am to notify the appropriate staff. .Commissary Volunteers may call the Commissary directly 336-4301, ext. 2008. During the summer busy season, Ambassadors may call the Volunteer Manager or the Education Program Managers on weekends (616 336-3686) to report last minute absences.

Breaks Volunteers are asked to use good judgment as to appropriateness of taking breaks based on the type of activity in which you are involved. See the related information regarding Smoking, Eating and Gum. Volunteers are public representatives and as such, are expected to maintain a polite and professional attitude with visitors, clients, and staff at all times.

Acceptable Attire Name Badge The Volunteer Manager will provide a John Ball Zoo Volunteer nametag for each new trainee following the completion of a significant portion of the training requirements. Replacement name badges can be ordered through the Volunteer Manager when needed. The Volunteer Manager has the right to charge a replacement fee if deemed necessary. You are required to wear your name badge at all times when on duty, and may also do so when attending a Zoo-sponsored event or visiting the Zoo on your own. Admissions personnel are trained to recognize Volunteers by their name badge. In order to alleviate any confusion for admittance into the Zoo, be sure your name badge is easily identifiable Uniforms To most John Ball Zoo visitors the contact person is the organization. In their eyes, the Zoo is only as professional as the ‘staff’ members who represent it. Creating a positive first impression, commanding attention and respect is necessary when there is no time to build an extensive relationship. 10

It is essential that John Ball Zoo volunteers’ personal appearance, cleanliness and dress contribute to that good first impression. Thus Zoo volunteer staff must dress appropriately to increase their credibility because of how he/she presents and conducts himself/herself. At no time should a volunteer’s dress, cleanliness or appearance distract from or negatively affect the image of excellence that the Zoo seeks to project. The policy and guidelines that follow are designed to establish consistency and to maintain the quality, integrity and professionalism expected of all John Ball Zoo employees and volunteers. The uniform permits visitors to easily recognize on-duty volunteers who are there to help them. The uniform is a symbol of the John Ball Zoo and should be worn with dignity and pride. Each volunteer, while wearing the uniform, has a responsibility for the “total image” they project. Uniforms must be clean, free of wrinkles and worn neatly. They should not be too tight or too loose. The uniform should consist of a solid red shirt, khaki pants, skirt or shorts. Shoes should be safe, clean and in good repair. Shoes should be appropriate to the volunteer assignment (i.e., no sandals, etc., as closed toe and heels are best for all.) The John Ball Zoo name tag should be worn at all times in public areas. See the volunteer manager for replacement name tags. No non-zoo given pins maybe worn on uniforms. Personal Appearance Personal grooming is important to first impressions and to the image of professionalism. Hair, beards and nails should be kept neat, clean, trimmed and combed. Clean shaven appearance must be present in the absence of a beard or goatee. Hair colors should be natural-looking colors and hair styles should contribute to the image of the professional staff. Hair styles must not interfere with the volunteers duties. Body art and tattoos should be modest and any offensive tattoos should be covered. Jewelry should be safe and modest. Piercing should be modest and/or removed at the workplace. Supervisors will be in charge of enforcing this guideline. No non-zoo issued pins on uniforms are allowed. Volunteers are encouraged to wear or have a watch on their person to assist visitors when asking for the time. Sunglasses (non-mirrored) are allowed – when conducting programs with the public sunglasses should be removed. Cell phones or other electronic devices not associated with job duties are not allowed to be carried or present at work stations during working hours unless approved by your supervisor. Personal music players and radios are not allowed to be used in non-public areas and should not present a safety concern or interfere with hearing.

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All John Ball Zoo staff and volunteers are expected to demonstrate professionalism and good judgment at all times related to appearance and conduct. Anything that would be considered distracting or not in the best interest of the John Ball Zoo should be avoided. When questions arise, your supervisor, volunteer manager, or the Zoo CEO shall be the judge of whether or not an employee meets acceptable appearance standards.

Smoking, Eating & Gum Chewing Zoo Volunteers are expected to assume a professional demeanor while on and off-duty, when wearing attire, a nametag, or are otherwise identified as a Zoo Volunteer. Please do not smoke, eat, or chew gum while volunteering. Smoking is prohibited in all Zoo buildings and public areas when in uniform. No smoking is permitted in the Zoo. Smoking in the Park is only permitted by guests, not staff in uniform. Eating while on duty is acceptable only during a break from your assigned duty (and during special events, only when invited to eat). Animal handlers must be sure to wash their hands (after securing their animals) before they eat, and then again after eating. Be sure to follow animal care, park commissary and dive departmental guidelines for breaks and food. Chewing gum while on duty is not allowed.

Cell Phone Policy Cell phones or other electronic devices not associated with job duties are NOT ALLOWED during work shifts, unless otherwise approved by your department’s supervisor. Leave all cell phones or beepers in personal vehicles or lockers provided for zoo staff/volunteers. Please make sure to TURN OFF or set to silent mode all cell phones and beepers while they remain in lockers. If your zoo’s department has a shared-locker situation, John Ball Zoo is not responsible for any lost or stolen items. You may use your cell phone during your lunch break. For the courtesy of your fellow employees, please try to use your cell phone outside of the staff break room, and in an area not noticeably visible by zoo visitors.

Compensation Volunteer service is usually undertaken for the betterment of the Zoo, not personal gain, other than the inherent reward and satisfaction in participating, and those benefits provided by the Zoo. Volunteers do not personally receive compensation, such as gifts, fees, or gratuities for performance of tasks as a Volunteer. Any compensation for individual Volunteers should be politely refused. Donations for the Zoo Doers, as a group, should be directed to the Volunteer Manager.

Personal Guests Family members and friends of staff and Volunteers are prohibited in non-public areas unless the visit is pre-approved and visitors are accompanied by authorized personnel. It is not appropriate for children or other family members or friends to accompany a Volunteer while the Volunteer is working, unless such an arrangement is pre-approved by the Volunteer Manager who may have to seek approval from management. 12

SAFETY & SECURITY Anti-Harassment John Ball Zoo staff, paid and unpaid, deserve a working environment, which is free of harassment. John Ball Zoo expressly prohibits any form of unlawful harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability or veteran status. Improper interference with the ability of John Ball Zoo employees or volunteers to perform their expected job duties is absolutely not tolerated. The Zoo’s policy prohibits any type of degrading, insulting, or exploitive action, words, comments, or treatment based on gender, race, ethnicity, age, religion or other legally protected characteristic on the part of any Volunteer or employee. Forbidden conduct includes any that create an intimidating, hostile or offensive atmosphere. If any Volunteer believes that s/he has been subjected to harassment of any type by a Volunteer, Zoo employee, Zoo visitor or a participant in any Volunteer-staffed event, s/he should immediately report this to the Volunteer Manager or Department Supervisor and a prompt investigation will be conducted. No bullying! John Ball Zoo defines bullying as “repeated inappropriate behavior, either direct or indirect, whether verbal, physical or otherwise, conducted by one or more persons against another or others, at the place of work and/or in the course of employment.” All employees and volunteers will be treated with dignity and respect. The purpose of this policy is to communicate to all employees and volunteers that the company will not tolerate bullying behavior. An employee or volunteer found in violation of this policy will be disciplined up to and including termination. We all have the responsibility to report any suspected bullying taking place at the Zoo. Reports should be made to Human Resources or a member of senior management. Bullying may be intentional or unintentional. However, it must be noted that where an allegation of bullying is made, the intention of the alleged bully is irrelevant and will not be given consideration when meeting out discipline. As in sexual harassment, it is the effect of the behavior upon the individual that is important. John Ball Zoo considers the following types of behavior examples of bullying: Verbal bullying: Slandering, ridiculing or maligning a person or his/her family; persistent name calling that is hurtful, insulting or humiliating; using a person as the butt of jokes; abusive and offensive remarks. Physical bullying: Pushing, shoving, kicking, poking, tripping, assault or threat of physical assault; damage to a person’s work area or property. Gesture bullying: Nonverbal threatening gestures or glances that convey threatening messages. Exclusion: Socially or physically excluding or disregarding a person in work-related activities.

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Drug Free Environment The Zoo has a responsibility to provide and maintain a safe environment. Volunteers who work while under the influence of illegal drugs or alcohol present a safety hazard to everyone, and the Zoo’s collection. Besides safety issues, the health and productivity of a Volunteer under the influence, as well as the reputation of the Zoo and its Volunteer program are jeopardized. Volunteers are prohibited, while on duty, from being under the influence of alcohol or illegal drugs. The manufacture, possession, distribution, solicitation, or use of illegal drugs while on duty is strictly prohibited.

Weapon Free Environment The possession of weapons while on duty, either on or off site, is prohibited. Failure to adhere to this policy could result in immediate termination.

Safety Volunteers acting in an unsafe manner will be corrected immediately and, depending on the severity of the incident, may be suspended or terminated. Following the established policies and procedures of the Zoo can prevent most injuries. Volunteers are responsible for helping minimize accidents and eliminating foreseeable hazards at the Zoo and off-site. Report all emergencies, regardless of their severity! An Incident Report must be filed with the Volunteer Manager promptly. If a Volunteer has an emergency while on programming away from the Zoo (depending on the severity of the incident)…  Take care of the situation yourself:  Attend to a minor injury, if you feel comfortable  Report the injury to the Volunteer Manager or another available staff member immediately upon your return to the Zoo If the Volunteer is seriously injured:  Take action to provide for immediate emergency needs  Seek assistance from your partner  Seek assistance from a staff member of the facility at which you are located  In dire need, call 911. Safety and emergency procedures specifically pertaining to Animal Handlers are provided during training and in the animal handling manual.

Personal Property Personal property is the responsibility of the Volunteer. Please leave valuables at home whenever possible. Lost and Found articles are to be turned in at the Zoo Gate or to the gift shop.

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Restricted Areas Exhibit animals are always off-limits! Volunteers should not attempt to interact with exhibit animals in any way. Non Animal Care Volunteers are NOT allowed in non-public areas unless accompanied by an authorized staff member, or unless specifically directed by an authorized staff member. ISSUANCE OF KEYS It is sometimes necessary for an Ambassador to access an area after hours, or that is otherwise locked. Arrangements for Zoo keys can be made through the Volunteer Manager. If you are entrusted with Zoo keys, they must be returned to the Volunteer Office or lock box as soon as possible, following your specific use of them. Volunteers may use keys to access the Red Barn, Volunteer Services Building, Teen Building, and the Red Barn service gate and Chimp Store rooms.

GENERAL MANAGEMENT POLICIES Equal Opportunity The John Ball Zoo Volunteer program works to promote equal opportunities in all aspects of the program, (including but not limited to selection, training, assignments, disciplinary action, termination, and all other conditions of volunteerism at John Ball Zoo). These components shall not be influenced or affected by a person’s race, color, religion, age, gender, national origin, disability, or any other characteristic as protected by law. Any concerns regarding this policy should be directed to either the Volunteer Manager or the Chief Executive Officer of the Zoo.

Standard Requriements Volunteer work at John Ball Zoo may require physical strength and stamina. Work may require lifting, climbing, standing, and walking. Programs, including outdoor events, proceed regardless of weather conditions (except in the event of severe storm or tornado warnings). Volunteers may be asked to work in inclement weather. Participants in the Adult Volunteer program must be 18 years of age. Persons entering 9th – 12th grades in the Fall are eligible for the Teen Volunteer program. All Animal Care Volunteers and all Education Volunteers must provide proof they are TB free every year. Appropriate documentation from the volunteer’s health care provider (or local health department) will be submitted to the Volunteer Manager every 12 months after the initial testing. Most often a simple negative TB skin test will suffice.

Personnel Files The Volunteer Manager keeps personnel records for each Volunteer. Information contained includes the application, training records, legal documents, any reports related to volunteer 15

performance (i.e. evaluations, A.S.I. report, complimentary letters, disciplinary action), and other items deemed important by Staff. Personnel files must be kept up to date. Please notify the Volunteer Manager in writing of any changes in name, address, telephone number, or emergency contact number or enter any changes at the VIC database. Access to any Volunteer’s file is limited to that specific Volunteer and authorized staff. If at any time you wish to review your file, contact the Volunteer Manager. The file is the property of John Ball Zoo, but copies of your file’s contents may be provided to you within a reasonable time after your request.

Reviews Reviews of a Volunteer’s performance may be conducted by members of the zoo staff at their discretion and without notice. Any written evaluations will be shared with the Volunteer and the Volunteer’s remarks/comments recorded before it becomes a part of the Personnel File. The purpose of a review is to evaluate both the satisfaction and effectiveness of the Volunteer and the Volunteer program. Volunteers may request an evaluation of their own performance by a member of zoo staff in the department where they volunteer.

Open Door Volunteers are encouraged to share their concerns, seek information, and provide input, and resolve problems through the Volunteer Manager, Education Program Managers, Animal Care Supervisors, Zoo Doer Board or other staff.

Discipline Volunteers are expected to complete all of the necessary requirements and perform the duties of the volunteer position with a high level of integrity and professionalism. When performance problems arise which require some form of discipline, the following procedures will be followed: Step One: Inform, Question & Redirect The Volunteer Manager, or his designee, will conduct an informal discussion in order to clarify misunderstandings; gather information and redirect behavior. Step Two: Clarify, Question, Direct, Verbal Warning  The Volunteer Manager, or his designee, will conduct a formal evaluation interview. An additional staff member will be present to help facilitate/document the process.  Question the Volunteer about the incident or behavior.  Instruct the Volunteer once again, in proper procedure.  Inform the Volunteer of the possibility of reassignment or suspension of certain duties should behavior recur.  Possibly suggest or require retraining in pertinent area.  Document this meeting and any other verbal or written reports regarding the Volunteer (i.e. keeper reports, verbal comments from other Volunteers, etc.)  Record results of this interview and any decisions or agreements made in writing. 16

Step Three: Document, Question, Written Warning, Reassignment A follow-up interview will be conducted with the Volunteer, Volunteer Manager, or his designee, and an additional staff member.  The Volunteer Manager will provide written documentation of improper procedure.  The Volunteer Manager will acknowledge that this is a written warning  The Volunteer will be asked to sign the written form in order to acknowledge being present with the information and documentation  At this interview, the Volunteer may be reassigned, redirected, or have volunteer opportunities limited. Step Four: Re-evaluate, Question, Reinstate or Suspend  One month after the previous interview, the Volunteer Manager will review the Volunteer’s work habits and arrange a follow-up interview.  Based upon the quality of work and observation of proper procedures, the Volunteer Manager will either reinstate full privileges or suspend privileges.

Termination John Ball Zoo reserves the right to suspend or terminate any Volunteer for failing to uphold the standards of the Zoo, and/or its Volunteer Organization. Situations may include, but are not limited to: violating the Code of Conduct or other such misconduct, failing to amend or correct an ongoing problem as identified and evaluated through the Discipline Policy, default of responsibilities, or acting in an unsafe manner. Termination or suspension may take place immediately, depending on the severity of the incident.

BEING A VOLUNTEER Volunteer Status All Volunteer Trainees, Active and Inactive Volunteers, and Emeritus Volunteers are considered members of the Volunteer Organization, The ZooDoers. All members are welcome to attend any Volunteer workshops, trainings, special sessions and activities. TRAINEE After completing the required training classes and other assignments, Trainees are on a probationary period until the completion of six months. Trainees who remain involved after the six-month’s time, will attain Active status. ACTIVE Active Volunteers are expected to meet and maintain the educational level requirements for their chosen involvement. If during the course of a year, a Volunteer does not accumulate any service or educational hours, s/he will be asked to re-declare their Volunteer status. If 17

they choose to remain an Active Volunteer, a refresher course may be required and can be arranged through the Volunteer Manager. INACTIVE A period of Inactive Status may be requested by a Volunteer who feels unable to accumulate hours for one year. This status must be applied for and approved by the Volunteer Manager each year. An Inactive Volunteer is expected to be a member of the John Ball Zoo and will receive newsletters and any other relevant information. Inactives may also participate in activities as they are able. Before being reinstated to Active status, a Volunteer may be required to be retrained and/or participate in refreshers as determined by the appropriate staff. EMERITUS A Volunteer who has contributed exemplary service to the Zoo may, under special circumstances, be granted Emeritus Volunteer Status. This status will be proposed by the Volunteer Manager. An Emeritus Volunteer will be granted a Zoo Membership, receive mailings, newsletters, emails and may participate in Volunteer activities as able. RESIGNATION If you choose to end your involvement with the John Ball Zoo Volunteer program, we request that you submit a resignation, in writing, to the Volunteer Manager. We also ask that you return your nametag, training folder, and any other Zoo property loaned to you. If it is still wearable, we ask that you turn in the Uniform T-shirt given to you at the beginning of your service. If you purchase other articles of clothing with the Zoo logo we ask that you not place those in second hand stores or garages sales. If you choose to resign, please remember that should the opportunity arise that you would wish to rejoin the Volunteer Organization, we will work with you to make the transition back as smooth and as quick as possible. We offer re-trainings, refreshers, or just quick updates, as the situation warrants.

Training Training sessions for all Ambassadors cover such topics and skills as Interactive Exhibits, Discover Carts, Critter Chats, Tours, as well as different aspects of the animal world. For those trainees who would like to become animal handlers, an Animal Handling Orientation and further training is required. Animal Care volunteers are required to attend a training class and then receive on-the-job training. Dive and Park volunteers receive on the job training. All trainees may take Ambassador training classes. In addition to on the job training, online training is also required for most departments. ANIMAL SKILLS INVENTORY (ASI) All Animal Handlers (Ambassadors) are required to complete an A.S.I. approximately three to four months after completing the Animal Handling training and every three years thereafter. The A.S.I. is designed to verify skills and coordinate with the animal scheduler any preferences or special requests regarding the handling of the Education Animals. 18

Communication Zoo happenings can be found in the Zoo Membership’s publication, The Zoo News. Email Blasts (Newsies) are sent out usually weekly with announcements, program requests, and other information, etc. There is also a John Ball Zoo Volunteer group page on Facebook. The Volunteer Manager and other members of the zoo staff are available for addressing concerns about volunteer activities, zoo decisions or policies, and actions taken by animal staff and management. We strongly encourage you to develop a working relationship with zoo staff; they are terrific resources for information about the areas in which they work and specialize. However, be mindful that the nature of their schedules may limit or prohibit any spare time for conversing. Be considerate and use good judgment.

Record Keeping Hours are an important measure of Volunteer activity for the Zoo. This information is used in Volunteer recognition, as well as being a gauge of community support when the Zoo applies for grant monies, or in other documentation. All Volunteers should use the VIC monitor to sign in whenever they are on-site for an assignment. Hours can be recorded at VIC from home if the volunteer duty is off-site. If necessary, hours can also be given to the Volunteer Manager by phone, mail or email. Please be specific as to which activity you are recording hours. If you have a question about recording hours, please see the Volunteer Manager.

Ambassador Assignments & Activities Most Ambassador Volunteer scheduling is done by the Volunteer. A handful of Volunteers called Coordinators may also assist in scheduling. Once a Volunteer is accepted and assigned to a program, he/she is given passwords and login information to access the VIC (Volunteer Information Center) so they can self-schedule and receive information regarding upcoming programs and events. Special events, After Hour Events, Travel Zoos, School Tours and other programs are listed on several calendars and VIC as well as email notices. Volunteers are encouraged to sign up online or through a Coordinator, an Education Program Manager or the Volunteer Manager. A daily Volunteer presence in the Zoo during Zoo hours is encouraged when the zoo is open, for Critter Chats, Discover Carts, etc., volunteers are welcome to come in at a moment’s notice for these activities. A Strolling Animal Handling needs to be coordinated with Education staff and must be scheduled a week or so in advance. Scheduling for daily activities during our busy season (April – October) is necessary and may be done either through the Volunteer Manager or VIC or Education staff. Critter Chats, Discover Carts, Strolling Animal Handlings, Interactive Exhibits and Touch Tank sessions are a few of the visitor services in which adult volunteers are asked to participate. All Volunteers may assist with Special Events and After Hours Events as they are able. Training in some of the activities (e.g., Critter Chats and Discover Carts, etc.) may be necessary. 19

Ambassador Assignment Descriptions CRITTER CHATS Critter Chats get the Volunteer interacting with Zoo visitors; interpreting exhibits, answering animal-related questions, and being a visible Zoo representative. Critter Chats are presentations at exhibits or areas of the zoo. There are animal fact cards and presentation outlines and materials associated with each Critter Chat. These materials can be found in Critter Chat Kits found in the cabinet in the break area of the Volunteer Services or online at the ZooDoer page of the website. Please be sure you bring these kits and their materials back to the cabinet when you are done. Training will be offered on how to present Critter Chats to our visitors. Any ideas you have for new ones should be brought to the Education Program staff or Volunteer Manager. Questions pertaining to specific exhibits or animals can be directed to the Education Office. Critter Chats can be done whenever the Zoo is open, during Zoo hours. Contact a Day Coordinator or the Volunteer Manager to schedule a shift in advance. Or just show up and sign in. Most shifts are two-hours in length, but times and durations are flexible. DISCOVER CARTS Discover Carts are moving “touch tables”, offering various biofacts and other educational materials for the visitor to explore. The carts are thematic in nature. The Volunteer is provided with fact cards about the items on the cart. The Volunteer offers information about the theme and encourages the visitor to learn by making a connection between the biofacts, educational materials and the animals in exhibits in a given area. Discover Cart training is offered, and one-on-one training is offered as needed. Training, through the class or as determined by the Volunteer or Education Program Managers, must be completed before participating in this activity. To schedule a Discover Cart shift, contact the Vol. or Educ. Manager or sign up at VIC. A shift is usually two hours in length, but times and durations are flexible. Discover Carts are available for scheduling during the summer and also for Special Events. Volunteers are encouraged to use carts at other times of the year as well, but please verify availability with the Vol. or Educ. Manager in advance. INTERACTIVE EXHIBITS Volunteers help facilitate visitors experience in the interactive exhibits through monitoring for safety of animals and visitors. They help visitors with feeding, touching and enjoying the animals within these exhibits. The interactive exhibits are wallaby walkthrough, stingray lagoon, budgie aviary, pygmy goat corral and reds hobby farm corral. Trainings for interactive exhibits is offered every second Saturday April through August at 10am. You can sign up in VIC for shifts in interactives and for the training session. TOURS Volunteers provide tours for school groups (Zoo Explorer). These are offered in the Fall and early Spring before the busy field trip season starts. Topics are grade level specific. 20

Instead of trying to tour a group through the whole zoo, guides focus on a portion of exhibits with an activity for the students to do. Guidelines for Tour Guides  Guides are expected to report to the Zoo at least 15 minutes before a tour is scheduled to begin.  Check in with the Volunteer Manager or Education Staff upon arrival.  Be sure to pick up a radio and any associated biofacts, clipboards, or papers, etc.  Info on the tours is available at the ZooDoer page of the website. ANIMAL HANDLING Volunteers are trained to handle a select group of animals used in our education programming. Animal Handlers do not interact with exhibit animals! Animal Handlers are involved in the following types of programming:  Strolling animal handling – during special events, the summer months and other scheduled times, volunteers “stroll” through the Zoo with one animal and interact with Zoo visitors. Strolling of this type usually has the animal handler posting in a particular part of the Zoo.  Animal Presentations in the zoo - these may occasionally be scheduled by the Education Staff. These are ‘formal’ presentation for school or other similar groups.  Traveling Zoos – Volunteers take education animals off-site to a variety of settings and populations. Depending on these factors, one or more of the following types of traveling zoos may be conducted: o Presentation - A traveling zoo presentation is a structured setting where Volunteers speak to a seated group of people for one-half to one hour, much like a classroom. Animal Handlers use education animals and biofacts in their talk, allowing as much “hands-on” and interaction as feasible for the group’s size and schedule. o Strolling - Strolling is a more individualized approach than a presentation. Depending on the setting, the Animal Handlers may either stroll around with an animal, or the public may stroll by while the handler is stationary. This allows a short, but one-on-one encounter which can be educational in nature. o Booth/Table Certain events will have a touch table and/or a promotional table. Biofacts and brochures create a display to promote the Zoo and its programs, and to educate. Strollers are often used when this type of a display is scheduled. *Information and regulations regarding animal handling are provided in the AH training manual and training sessions.

SPECIAL EVENTS During Special Events, Volunteers work to facilitate the success of the event. They do everything from face-painting to helping out in the Hobby Farm and other interactive exhibits, depending on the needs of the event staff. Work may also include assisting staff with set-up, clean-up, or staffing booths. Volunteers may provide visitor services, as well, such as offering information or handing out programs.

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Other Volunteer Opportunities GREETERS Volunteers may post themselves in the entry plaza, to welcome Zoo visitors, starting their visit off on the right foot. At the same token, a greeter is also in the perfect position to wish visitors well as they leave, ensure they had a great visit, and invite them to return again soon. There is very little training required to post as a Greeter, yet it can be one of the most important and rewarding of Volunteer activities. Training should include Communication, Customer Service and the Volunteer should be knowledgeable of the Zoo and its layout. ZOO DOER COMMITTEE MEMBERS The Zoo Doer organization is undergoing a transition. As of March 1 2015, what the new Zoo Doers organization will be is undecided. OFFICE HELP Volunteers are also involved in assisting the Zoo Administration with various office tasks, mailings, library work, copying, etc. Office help may also be called on to assist with tasks in the Zoo office. PARK VOLUNTEERS These are Volunteers who want to get “down & dirty” working with the Zoo’s horticulture staff to cultivate and promote the natural beauty of the Park and Zoo grounds. DIVERS These Volunteers get into the swim of things in the Living Shores exhibits by cleaning and maintaining the exhibits, preparing animal diets and assisting the Aquarist as needed. ANIMAL CARE Volunteers offer supplemental support to the Animal Care Staff. Preparing diets, hosing public and non-public walkways, sweeping, vacuuming, washing windows, and observing exhibit animals are just a few of the possible tasks that may be performed. A regular and consistent commitment is required for this program. The Zoo is a growing facility, offering a wide variety of job opportunities. It may become necessary to ask Volunteers to assist in new types of work or research as the demand for volunteer services increases.

Benefits & Privileges FREE OR DISCOUNTED MEMBERSHIPS Volunteers who annually contribute at least 75 hours of volunteer service are presented with a free Family Membership to the John Ball Zoo. Trainees are awarded a free membership following the completion of their training and/or probation period and the verbal commitment of continued involvement as a Zoo Volunteer. Honorary or Emeritus Volunteers are also given a complimentary Zoo Membership. Volunteers who do not log the minimum 75 hours in a 12-month period are requested to purchase a Zoo Membership at a discounted rate.

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As members, you are entitled to all the benefits of Zoo membership, including: reduced or free admission to about 100 zoos and aquariums in the country, discounts at the JBZ gift shop, invitations to Zoo special events and openings, and the mailing of the ZooNews magazine. SOCIAL EVENTS Periodically the Volunteers gather for dinners and other events of interest. For example, a spring appreciation dinner and a fall potluck are usually offered each year. Volunteers are invited to attend these events and others, though sometimes for a fee to cover costs. WORKSHOPS & CONTINUING EDUCATION Workshops are offered opportunities for continuing education and social interaction among the Volunteers and staff. Workshops and other sessions are usually animal/environmental or education-themed and are conducted by staff, Volunteers, or outside presenters. Any lecture, class, or travel sponsored by the Zoo is eligible for Volunteer continuing education credit. See the Volunteer Manager for details. We encourage continuing education, through the events planned and hosted by the Zoo and individually motivated learning by our Volunteers. As a representative for the Zoo, you cannot allow your information and learning to become stagnant. It is up to you to fully utilize the resources and opportunities made available to enhance your skills and knowledge. HOUR & YEAR AWARDS In order to help recognize the efforts of the Volunteers annually we present pins and year bars to each eligible Volunteer. Other cumulative hour awards may also be presented at the Zoo’s discretion. Once a year, nominations from the Volunteers are accepted for the Sandy Wooldridge Award (“Ambassador of the Year”), which is presented at the Fall Dinner. A committee representing the Education, Volunteer Board, and the previous year’s winner select a Volunteer from the nominations collected. This is a lifetime honor – previous winners are ineligible. Animal Care Staff also award an exceptional volunteer in their department the Animal Care Volunteer of the Year Award. That is typically given at the April Appreciation Dinner. Other Zoo departments may give awards at their discretion. AZADV As a Zoo Volunteer, you are eligible for membership in the Association for Zoo and Aquarium Docents and Volunteers, a national organization. For a small membership fee, you can be in touch with thousands of volunteers across the country who do what you do! AZADV hosts conferences, has a newsletter, and offers other benefits. The John Ball Zoo Doers is an organizational member, and some of our Volunteers are individual members as well. A member of the Zoo Doers usually attends the annual AZADV conference as John Ball Zoo’s delegate. AZADV membership information at www.azadocents.org.

INTERACTING WITH OUR VISITORS Customer Service & Conflict Resolution Zoo Volunteers are often on the front-line for addressing visitor concerns and problems. As a “Goodwill Ambassador” for the Zoo, it is important to do your best when responding to 23

their needs. As a visible Zoo Representative, you may find it necessary to take appropriate action to ensure the welfare of visitors and/or zoo residents. While both of these roles could be challenging, your efforts on behalf of the Zoo are vital and greatly appreciated. All Volunteers are provided training on Customer Service. COMPLAINTS Visitors sometimes just need to “vent”; to air complaints to someone who will listen. Be Patient. Listen. Understand their point of view. Answer/Explain/Resolve if possible. If not, find a staff member who can assist (anyone in a green shirt). MISCONDUCT Minor incidents (tapping on glass, stroller in the aquarium, etc.) should be addressed with sensitivity. Rather than police with “don’ts”, try explaining the effect of their actions and encourage more appropriate conduct. Behavior which endangers a visitor or animal should be dealt with immediately. If the situation cannot be handled safely by you, or if you feel uncomfortable doing so, find or call a staff person. Always report any situations to the Office, even if you handled them yourself.

Visitor Do’s and Don’ts Do       

Have a nice visit Respect the animals by not feeding or harassing them Be safe by not bringing in sporting equipment Protect your pets by leaving them at home Stay on walkways Learn about wildlife and wildlife conservation Have FUN!

Don’t…Not Allowed in the Zoo  No sporting equipment such as bikes, roller blades or balls.  No pets, alcohol or food to feed the animals. Any food brought in for the animals should be taken back to the visitor’s car.  Lunches may be brought in but no glass containers or bottles

Visitors with Disabilities The Zoo is in compliance with the A.D.A., providing accessibility to public areas. Wheelchairs are available on a first come, first served basis, and strollers and electric carts are available for rental. Both are found at the Zoo entrance. Use of strollers in the Living Shores Aquarium is prohibited. For other-abled visitors, assist dogs may be used in the zoo. Gate staff will announce their presence on the radio and everyone will monitor animals in the collection for behavior. Guide dogs are not allowed in the interactive exhibits. The Education Office can often accommodate tour requests for special needs visitors if notified well in advance of the scheduled visit.

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First Aid The Information booth or Volunteer Services is the most central location for contacting a staff member to assist with these situations and other emergencies. The First Aid Kits are located in Member Services, Volunteer Services, Tree House, Red Barn and Administration Building.

Memberships Share the message of Membership! By becoming a John Ball Zoo member, a person can receive free or reduced admission to John Ball Zoo and about 140 other zoos and aquariums around the country. Members also receive the Zoo News, discounts in the gift shop, on educational classes, and invitations to special events and programs. Annual memberships may be purchased at Member Services, by mail, telephone or on the website. As a Zoo Volunteer, encourage visitors to consider becoming members; even carry a brochure or two with you to pass along. You are a valuable spokesperson for advocating membership and the support of John Ball Zoo.

Animal Sponsorship Animals! Animals! is the Zoo's animal sponsorship program. By sponsoring an animal, they help with the costs of caring and feeding our animals at John Ball Zoo, and also support conservation programs near and far. By supporting the animal sponsorship program, a person can receive an animal fact sheet, photo, certificate, Zoo News, 2 free ice cream treats, plush, recognition on website, annual report, and Animals! Animals! Sign in the Zoo. A sponsorship may be purchased at the Front Office, Member Services, by mail, telephone or on the website. For our animals and those in the wild, their future depends on you!

New Volunteers Zoo visitors are a terrific resource for recruiting volunteers. Adult volunteers are needed year-round. Teen volunteers are utilized during the summer months. Share the joy that is volunteering!!! Promotional flyers and business cards are available for your use.

Common Visitor Questions 1) Where is the closest restroom? Restrooms are located at the Front Entrance, outside the Zoo Administration Building (east side), near the Octopus tank in the Living Shores Aquarium, behind the Turtle exhibit, next to the Whistle Stop concessions, and across from the Lions of Lake Manyara & Mokomboso Valley and near the Tigers of the Realm on the Forest Realm Trail. 2) How do I get a job here? All of our open job positions are posted on our website at www.jbzoo.org. Interested and qualified candidates are encouraged to apply online. The seasonal hiring process begins in February! 3) Who was John Ball? John Ball donated the original 40 acres of land for the Zoo. His extraordinary life is well worth learning about, so we suggest you read the book, Born to Wander, the autobiography of John Ball. He was an explorer, adventurer, scientist, teacher, farmer, entrepreneur, lawyer and civic leader. He traveled all over the world, but made 25

significant contributions to the state of Michigan and Grand Rapids, where he chose to live the last 48 years of his life. 4) Why can’t I bring a stroller into the Aquarium? Strollers are restricted from this building due to their potential to damage the acrylic viewing panels. Scratching significantly impedes visibility of the animals. These panels are essentially irreplaceable; many had to be put into place before the roof was finished due to their size. Strollers can also hinder traffic flow on busy days. Where is tiger exhibit? The new tiger Exhibit (Tigers of the Realm) is on the Forest Realm Trail near the Treehouse. 5) Where are the camel rides? Up the path past the baboon exhibit. 6) Are you getting elephants, giraffes in the future? Elephants and giraffes are not in our master plan. 7) Why aren’t animals out on exhibit? (empty exhibits) Animals might be on exhibit, but not viewable, camouflaged. Empty exhibits might be due to weather, animal health or exhibit reasons. 8) Why isn’t the zip line open? (closed experiences) Our experience venues are seasonal. They might be closed due to weather, slow traffic or staffing shortages. 9) What are the names of the animals? If you know the name, feel free to share it; if you don’t, please don’t use the radio to ask. The exception is the chimps and spider monkeys – we don’t share their names for management and training purposes. 10) Where do we get our animals – where do they go in the winter? We usually get our animals from other zoos. Our animals stay here during the winter. They have indoor holding areas on site. 11) Is there an ATM on site? No, we don’t have an ATM, but all our stands (even stingrays and budgies) can accept credit/debit cards. 12) Where can I get a vending refund? Any concession stand can refund money lost in a vending machine. 13) Where do I go for First Aid/lost children? For minor first aid needs, visitors should go to the Information Booth. For more serious first aid needs and lost children, any staff with a radio can arrange help.

EMERGENCY PROCEDURES Injury/Incident Report all emergencies, regardless of their severity! Safety and emergency procedures specifically pertaining to Animal Handlers are provided during training and in the animal handling manual. Volunteers acting in an unsafe manner will be corrected immediately and, depending on the severity of the incident, may be suspended or terminated. ON SITE In the event that an emergency occurs, which is reported to or witnessed by a Volunteer, the Volunteer is expected to act in the following manner:  Remain calm  Re-assure the public 26

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Contact a staff member (go to the Red Barn or Volunteer Services Building where zoo personnel are frequently available, or use the phones in those locations). If a Volunteer judges it prudent to remain on the scene, or is incapacitated; s/he may enlist the help of a visitor to report the incident to another staff member. Serious injuries usually require that the person not be moved! Persons with minor injuries can be taken to the Information Booth or Volunteer Services Building, where a staff member can administer First Aid.

OFF SITE If a Volunteer has an emergency while on programming away from the Zoo (depending on the severity of the incident) see section  take care of the situation yourself:  attend to a minor personal injury, if you feel comfortable  report the injury to the Volunteer Manager or another available staff member immediately upon your return to the Zoo If the Volunteer is seriously injured:  take action to provide for immediate emergency needs  seek assistance from your partner  seek assistance from a staff member of the facility at which you are located  in dire need, call 911. If a member of the public sustains an injury in relation to a zoo presentation: follow the emergency procedure of the facility at which you are programming  in a dire emergency call 911  Get this information from the client: o Injured person’s first name - address – phone number – brief account of their understanding of what happened.  Record your account of the incident: Time - Location - Nature of the incident  Report the incident to the Volunteer Manager or another available staff member immediately upon your return to the Zoo. If you are ever in doubt as to the proper procedure contact the Volunteer Manager or another staff member, immediately.

Lost Child If a child comes to you and is lost: Bring the child to a Zoo employee at the Volunteer Services Building, Information Booth, or Admissions Booth (whichever is closest). Keep the child in that area. Notify a Zoo employee with a radio. For a child old enough to provide parent or guardian’s name, the Zoo employee will make a PA announcement. If the child cannot communicate parent or guardian information, the Zoo employee will make All Zoo Staff aware of the situation. Wait 15 minutes. If no one collects the child, the Zoo employee will make another announcement. If a parent comes to you and has lost a child: 27

Connect the parent with a Zoo employee with access to a radio. Gather all the descriptive information you can about the missing child  Name  Clothing  Age  Hair Color & Skin Color Keep the parent/guardian with someone who has a radio. Always contact other staff members via radio to look for the child; DO NOT MAKE AN ANNOUNCEMENT OVER THE PA SYSTEM. Staff members will find the child and return him/her to the parent/guardian. If a child is lost after the booth closes, escort the child or parent to the security guard. The security guard should then make an announcement or contact other staff persons for assistance. Lost children should remain with a staff member or security guard until reunited with parent/guardian.

Emergency Weather In the event of severe weather, the Zoo staff will do the following. Volunteers should be aware of the procedures in order to answer visitors’ questions or assist in directing visitors to “safe areas”: Safe areas include: a) Rooms in administration building that do not have windows b) Restrooms near bobcat building c) Lower red barn area of Red’s Hobby Farm (2 staff preferred) d) Off-exhibit area of main level in Aquarium (2 staff preferred) e) Front Hallway of the South American Holding area (2 staff preferred) f) Restrooms near Chimpanzee exhibit g) Lower level of Bissell Treehouse (2 staff preferred)

Thunderstorm Warning- Conditions are such that storms with rain/hail and high winds are in the area. No specific steps are to be taken unless determined by animal management staff. If animals are brought off exhibit, the admissions booth, concessions, and the main office will be informed. In the event a watch is elevated to a warning, a PA announcement will be made. Tornado Watch – Weather conditions are such that a tornado is possible.  PA announcements will be made every 30 minutes for the duration of the watch, to advise visitors of the following: o there is a tornado watch and explaining the conditions of such. o the safe areas (see above) in the Zoo. These areas will not be opened, however, unless the situation is upgraded to a Warning.  The Zoo does NOT tell people to leave. 28

Tornado Warning- A tornado has been sighted in the area. In most cases a watch is announced before a warning.  a PA announcement will be made advising visitors: o there is a tornado warning. A tornado has been spotted and the direction it is coming from. o the safe areas (see above). Staff will then post there to assist visitors.  The Zoo will NOT tell visitors to leave. In the event of a Tornado Warning- the Zoo staff will complete the following:  Evacuate and lock the Treasures of the Tropics building. The public space of the Living Shores building should also be evacuated if time allows. 

Admissions & membership booths will close, pull down “Zoo Closed” signs, and evacuate to the nearest safe area (administration building).

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If not already closed, all gift, concessions, and experience venues will close. Staff and volunteers working those areas (or any other zoo activity) will proceed to the nearest safe area (staff and volunteers are asked to assist zoo visitors to those nearest safe areas). Once in the safe areas, staff and volunteers will assist in crowd control in those locations.

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Once tornado has passed check zoo grounds and park for visitors with injuries. Injured visitors should be offered first aid. Contact 911 if injuries are severe. In the event phone service is not working try Channel 1 on the radio. If that is not effective send one employee off site with a radio to inform police and receive instructions.

Fire Procedures In the event of a fire on zoo grounds the following plan is to be implemented. Small fires, i.e. smoldering trash barrels, can be put out with fire extinguishers that are available in several buildings throughout the zoo. The first priority in dealing with fires in buildings or on zoo grounds is the safety of the public and employees.

During working hours: Person discovering fire should notify administrator in charge via radio using appropriate code ("Code 4") and give the location of the fire. If the administrator cannot be reached other staff should be notified. If the fire is in a public building or there is a danger to the public the area should be evacuated immediately. Administrator (or designated alternate) will  Contact fire department  Contact utility companies if appropriate  Designate staff member to meet fire trucks at gate(s)  Notify additional zoo depts. as needed. 29

If a fire is in a building containing dangerous animals, zoo animal dept. personnel should secure or (if possible) determine if animals are secure before attempting to extinguish a fire or before escorting fire department into any area. These buildings are: Snow leopard/Mtn. lion holding, Bear holding, Tropics, Hoofstock holding, Tiger holding, bobcat holding, zoo hospital, chimpanzee holding and indoor public viewing. Zoo employees and/or fire department personnel should not enter an animal holding area unless it is safe to do so.

Animal Escape Always remember:  1st priority is the safety of the zoo visitor.  2nd priority is your own personal safety and the safety of the rest of the staff.  3rd priority is the safety of the animal. Animal Escape Procedure Remember to stay calm. Do not create a panic.  Notify zoo staff of an escape as quickly as possible  Use a radio to notify staff by code, i.e. “Code 1 spider monkey on west side of Monkey Island.” Give the animal’s location and direction of movement.  In the event you do not have a radio try to safely observe the animal until you can notify a staff member who does. It may be necessary to send someone looking for a staff person with a radio. If the animal escapes into a public area: Concession personnel, volunteers, and program facilitators should assist animal staff in moving visitors into buildings or escorting them from the zoo.  Do this as calmly as possible.  Do not speculate on what is occurring; simply tell the visitor we need them to move inside a building or outside the zoo.  If you have escorted visitors into a building, stay at the doors to reassure visitors, allow others to come into building and try to prevent visitors from exiting until emergency is over.  We cannot legally prevent a visitor from exiting a building but explain the danger involved and suggest firmly that they remain inside.

Radio Usage     

Make sure your radio is turned to the correct channel. This can be done by checking the left hand knob. Channel one is used for the Central Services building, animal care and maintenance staff. If you are currently on channel two, and cannot reach an individual, try your transmission again on channel one. Channel three & four are used by the concessions, gifts, and experiences department. Make sure to turn your radio on and adjust the volume. You want it loud enough to hear but not too loud that it disrupts your conversations with visitors. 30

To talk, push in the large button on the left hand side. Wait approximately one second, and then begin talking. If you push the button and start talking simultaneously, the first few syllables are lost in static. Keep the button pushed the entire time you are speaking. When you are done, release the button to hear a response. When addressing someone on the radio, please use the following radio code call sign for each department: 210 Office – Everyone not covered below 320 Education Management staff 300 Education Seasonal staff – 520 Visitor Services Managers 500 Visitor Services – venue driven 620 Operations Management 610 Full time Operations staff 600 Seasonal Operations staff (custodial, maintenance & grounds) 820 Vet staff 920 Animal Management staff 910 Keeper staff 900 Zookeeper Aides – venue driven At the end of your conversation, please remember to say your name/number/stand name and “out” so that all other zoo staff/volunteers know that your conversation has completed and the airway is free for them to use. Always make sure that you do not interrupt someone’s conversation. Take a few seconds to listen to your radio before you start talking just to be sure you are not walking over someone. NEVER use profanity on the radio. The airways are regulated and monitored by a Federal Agency, and the zoo’s license can be revoked for inappropriate radio conversations. Visitors can also hear the radio conversations, so also make sure to keep your tone professional. Please refrain from long conversations on the radio. If you need to talk to a person in detail, ask for their location or if they are near a phone… then proceed to call that person on a phone or meet them in a central location. ALWAYS have the radio clipped to your pants. DO NOT clip the radio to a fence or leave sitting on a bench. It can be a huge communication barrier if staff/volunteers are not always within earshot of the radio. This can also lead to staff/volunteers losing their radio. If you notice your radio experiencing technical difficulties (i.e. none of your transmissions are heard, it loses the charge very quickly), report it to your department supervisor. NEVER hand over a radio to a zoo visitor or client to use. Radios are only for staff and volunteers usage.

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RECEIPT OF HANDBOOK Instructions: Please read carefully and initial each statement, then sign this acknowledgement accordingly. After completion, please tear this sheet from the Handbook and return it to the Volunteer Manager.

I have received a copy of the John Ball Zoo Volunteer Handbook and acknowledge my obligation to read, understand, and comply with its contents. Initials ___________

I understand that failure to observe the John Ball Zoo Volunteer Handbook will result in the implementation of disciplinary action policy as stated in the Handbook. Initials __________ I understand the John Ball Zoo Handbook is intended to provide an overview and does not necessarily represent all such policies in force. The Zoo may at any time add, change, or rescind any policy or practice at its sole discretion. Initials__________

Printed Name Signature Date

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