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VOLUNTEER MANUAL

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Contents Hours of Operation …………………………………………………………………………………………… 3 Our Mission ……………………………………………………………………………………………………... 4 Our History ………………………………………………………………………………………………………. 4 Our Staff ………………………………………………………………………………………………………….. 5 Our Services …………………………………………………………………………………………………….. 6 Volunteer Standard Operating Procedures ………………………………………………………. 7 Euthanasia and Compassion …………………………………………………………………………….. 13 The Next Step ………………………………………………………………………………………………….. 15

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Hours of Operation Public Hours 12:00 p.m. - 4:00 p.m. everyday but Wednesday

Staff Occupies the Building 7 days a week, 8:00 a.m. – 4:00 p.m. 365 days per year

Available Days/Hours for Volunteer Work 7 days a week, 8:00 a.m. – 4:00 p.m. 365 days per year

Contact Information Danielle Gudroe Volunteer Coordinator (603) 447-5955 x 11 [email protected]

Tiffany Barrow-Rogers Managing Director (603) 447-5955 x 13 [email protected]

General Contact: (603) 447-5955

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Our Mission The Animal Rescue League of New Hampshire – North (the League) is committed to the Human/Animal bond.

Encouraging it through education and animal adoption.

Protecting it when threatened by violence, disaster, or medical emergency. Respecting it when broken by death.

Our History In March of 1999, Roz Manwaring, founder of the Conway Area Humane Society (our former name), asked the public what it thought of an all-inclusive, state-of-the art animal resource center. The response was immediate and very positive; funds started to come in. The Conway Area Humane Society opened its doors to homeless cats and small mammals in June 2003. The response was immediate - 400 in the first six months; the “cat house” was full. Phase II, the dog facility, was accepting stray dogs from local animal control officers as well as owner-relinquished animals in June 2004. The CAHS receives animals from near and far, as need dictates. Hurricane Katrina was a call for help from a great distance, and the CAHS was ready, willing and able to respond, and did so, helping hundreds of disaster victims. The majority of calls for help are closer to home as the CAHS welcomes owner-surrendered animals from across New Hampshire and Maine. The shelter also takes in stray animals for eight neighboring towns. In total, the CAHS has helped over 3,500 animals in its first three and a half years. In November of 2009 the Conway Area Humane Society formed an affiliation with the Animal Rescue League of New Hampshire in Bedford, NH. We believe that together we can save more animals in NH than the shelters can help alone.

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The Animal Rescue League of New Hampshire was founded in 1904 in Goffstown, NH. From its very beginning, the League has steadfastly focused on achieving its primary purpose of sheltering and caring for abused, neglected and abandoned animals and saving as many lives of pets as possible by locating responsible adoption homes. ARLNH is an independent, non-profit, public charity that receives no funding from federal, state or municipal sources or the United Way. We rely primarily on private donations from individuals, businesses and foundations and on fund raising events held during each year. Throughout its long history, the League has served a vital role in improving the quality of life for all pets and, by so doing, has made an invaluable contribution to the many New Hampshire communities where we each live and work. In 1997, ARL-NH relocated to its present 14,000 square foot facility on 11 acres of land in Bedford, NH. At that time, we transitioned to our current core operating philosophy of being a Limited Admission shelter. Under this philosophy, we do not euthanize animals to make room for more. If our facility is full we stop taking in additional animals until we have available space. By steadfastly committing to this philosophy, we strive to save the lives of as many companion animals as possible, providing compassionate care and sheltering for each animal until a successful adoption or outcome can be achieved. In addition, we have developed many community outreach and education programs that support and complement our commitment to improving the welfare of animals, helping to reduce pet overpopulation and supporting pet owners who need assistance in keeping a lifelong commitment to their pets.

Our Staff The ARLNH – N has paid staff members as well as volunteers who work together to ensure the pets we have receive the best care. Our staff includes a Managing Director,

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Development

Director,

Development

Assistant,

Medical

Manager,

Volunteer

Coordinator, Animal Care Technicians and Adoption Counselors.

Our Services Companion Animal Protection and Care The ARLNH - N has a limited admission policy for owner-released companion animals, meaning if we do not have the kennel space we cannot accept more animals until space opens. We will not euthanize our animals to make space for others. We accept cats, dogs, rabbits, rodents and birds. Animal care staff evaluates each owner-surrendered animal for health and temperament. If the examination determines that the animal is healthy and the temperament is suitable for permanent placement into a new home, the animal is given the appropriate vaccinations and placed into our adoption program. Once an animal is placed into our adoption areas, there is no time limit or holding period. Stray Animal Care The ARLNH - N offers surrounding towns and municipalities the opportunity to contract our services for the housing and care of their stray animals. We only accept stray animals from these towns. If stray animals are unclaimed they are evaluated in the same way as are owner-released animals before placement into our adoption program. Companion Animal Adoption Over 700 animals come through our doors each year and we work hard to find a permanent home for those that are adoptable. Euthanasia Because the ARLNH - N has an open door policy in regards to the intake of animals, euthanasia is an occasional, and unfortunate, part of our work. We use the most humane method of euthanasia recognized; a lethal injection. Euthanasia is performed

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by State certified euthanasia technicians or a Veterinarian. Questions or concerns about euthanasia should be referred to the Volunteer Coordinator or Managing Director. Foster Care Services Foster Care volunteers provide temporary homes for animals that are adoptable but have a temporary condition that keeps them from immediate adoption. The most common reason an animal needs foster care is because it is too young to be away from mom and littermates, but other reasons include illness, injury or socialization needs.

Volunteer Standard Operating Procedures General Information The ARLNH - N relies on volunteers to be dependable, effective and efficient workers during their regular volunteer hours. Individuals must be able to work independently and adhere to all protocols and procedures given to them. There may not be a position available for some individuals. Position placement is based on qualifications and ability to meet requirements. All volunteer positions require a basic time commitment of six months or 48 hours. Identification (name tag) is required at all times during your volunteer shift. An adult (21+) must accompany any 14 or 15 year old volunteer. Children 13 or younger are not eligible to volunteer at the shelter, however there are several opportunities to help outside our facility.

Sign In Signing in and out is required, including the emergency sheet. Sign in sheets are kept in alphabetical order by last name in the volunteer binder.

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Training There is a mandatory training period for all volunteer positions. The Volunteer Coordinator will schedule all training sessions.

Dress Code Long pants and close-toed shoes with rubber soles are required. Wear only clothes that you don’t mind having ruined, but maintain a professional, neat and tidy appearance. No shorts or sandals will be permitted at any time.

Customer Service Customer service applies to every volunteer position. Direct all questions or concerns to the reception areas unless you are sure you can confidently give the correct answer. Visits between animals and potential adopters are not to be performed by volunteers until trained and approved by the Volunteer Coordinator.

Scheduling and Attendance Volunteers are expected to commit to weekly time slots in accordance with the needs of their position. Schedules are located in the break room. If you need to change your regular schedule at any time you may do so by meeting with the Volunteer Coordinator. If you are unable to make your assigned shift, please call or email ([email protected]) at least twelve hours in advance. If a volunteer misses a shift more than three times without calling ahead or consistently calls out, a meeting with the Volunteer Coordinator is required before returning to their position.

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Volunteer Meetings Meetings should be considered mandatory. Those volunteers who cannot make the meetings must let the Volunteer Coordinator know as soon as possible and are responsible for following up and getting information covered in the meeting.

Personal Belongings The ARLNH - N is not responsible for lost or stolen items. Please keep valuables locked in your vehicle during your shift. Our focus is on enriching the lives of the animals in our care, so please leave your personal pets at home. Leaving a pet in your vehicle is also unacceptable.

Guests Friends and family members may not accompany you while you are volunteering. If someone you know is interested in volunteering, please have them contact the Volunteer Coordinator.

Conduct While you volunteer with us, you are a representative of the ARLNH - N and need to be familiar with the organization’s policies and procedures. As an animal lover, you will have your own opinions on a variety of issues; however, while you represent the ARLNH - N you are expected to endorse our mission and support ARLNH - N policies. The ARLNH - N provides a workplace for employees and volunteers that is free from discrimination and harassment and that promotes equal opportunity and equitable treatment. Harassing behavior may be, but is not limited to, physical, verbal or visual harassment based on a person’s race, religion, national origin, gender, sexual preference, etc.

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The ARLNH - N is a drug and alcohol free workplace. The possession of firearms on ARLNH - N property is strictly prohibited. Any and all State Laws apply on the premises.

Entry If you are volunteering before 12pm or on Wednesdays, please use the Cat House entrance. If you are not clearly identified as a volunteer, please introduce yourself to staff and other volunteers upon arrival.

Age Restrictions All volunteers must be fourteen years of age or older. If you are 14 or 15 years old you must have a NH Youth Employment Certificate and be accompanied by an adult (21+) at all times while in our facility. Some volunteer positions are not available for persons under the age of sixteen.

Accident Prevention Please be advised: Working with animals has an inherent risk. Volunteers must adhere to all ARLNH - N safety policies and procedures in order to prevent accidents from occurring. All work related injuries or illnesses must be reported to the Volunteer Coordinator or a member of management as quickly as possible to assess the injury and provide assistance for medical attention as needed. The ARLNH - N holds no responsibility for any and all unreported injuries that occur while working at the shelter.

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Protocols Protocols pertaining to all ARLNH - N cleaning and handling procedures are available upon request. It is your responsibility to become familiar with the protocols pertaining to your position. Staff trainers will review the locations of these protocols during your training period.

Grievance Procedures Please bring any problems or concerns regarding your supervisor, your assignment, or the department in which you are working to the Volunteer Coordinator. If an issue arises with the Volunteer Coordinator, please address them with the Managing Director. It is up to each of us to maintain a positive working environment. This is essential in order to provide quality care for the animals.

Discipline and Termination Procedures If at any time a volunteer is found to be in clear violation of the League’s policies or jeopardizing the safety of the animals or humans, they will be immediately terminated (including, but not limited to, theft, breech of confidentiality or abuse of the animals or humans.) Verbal or physical abuse of the animals will result in immediate termination. Other disciplinary actions will be addressed as needed first with a verbal warning, then a written warning accompanied by an improvement plan and finally termination.

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Resignation Procedures Please provide a written resignation to the Volunteer Coordinator at the time you leave the Volunteer Program, including the reason why you are leaving to ensure accurate record keeping. Feedback is greatly appreciated to enable us to better serve you as a volunteer and improve our Volunteer Program.

Confidentiality Your personal information (name, address, phone number) may not be disclosed, and will not be provided to anyone unless accompanied by your authorization. Like all of us, adopters and those who surrender pets to us have a right to privacy, which we consider of prime importance to the mission of ARLNH - N. Any records or cases which you may witness or become privileged to, such as names, phone numbers, etc. as a result of your volunteer position are confidential and must not be discussed with others in any capacity. The rights of others, as well as of our animals, are of high priority to the organization. Volunteers are strictly prohibited from discussing any aspect of animal records with any representative of the media or any other outside party. Animals not available for adoption are not be discussed with any member of the public, including your own personal friends and/or family members.

Volunteer Adoptions Any volunteer wishing to adopt a pet from the ARLNH - N will be required to meet the same standards and complete all paperwork as composed in ARLNH - N policy.

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Any adoption is subject to the individual possessing the appropriate environment for the chosen pet, and payment of all applicable fees. If volunteers continue their volunteer commitment after six months, adoption fees become 50% off the regular fee.

Euthanasia and Compassion Euthanasia We are all saddened that there are not enough quality homes for all of the unwanted animals in our state, or in our world. As an organization, it is important to us that animals in irreversible poor medical condition are humanely euthanized. There are also times when we must euthanize sick animals to prevent an epidemic spreading through the population of pets we care for. If a behavioral evaluation determines that any animal poses a threat or danger to the community, he/she must also be euthanized. The ARLNH - N makes every effort to exhaust all options for placement before determining euthanasia as the outcome for any animal.

Volunteers will not be asked or expected to participate in any aspect of euthanasia. It is important to show respect for these decisions and to the staff who must care for these animals in their last moments. The ARLNH - N provides a supportive environment and encourages questions regarding euthanasia. These questions should be directed to the Volunteer Coordinator or Managing Director.

Compassion Animals are surrendered to the ARLNH - N for a variety of reasons. Regardless of why an animal is coming through our doors, it is vital that we show as much compassion and understanding to those responsible for the animals as to the animals itself. It is most always a difficult decision for someone to surrender a pet to an animal shelter. As staff

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and volunteers of the ARLNH - N, we may have tried harder to housetrain; we may know providing inappropriate toys and exercise will stop destructive chewing or that having our female cat spayed would prevent unwanted litters year after year, however, we should not assume everyone knows these things. While explaining this to the person surrendering is not likely to result in their animal returning home with them, taking the opportunity to educate instead of judge may change the fate of the next animal entering that person’s life.

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Thank you for your interest in our volunteer program! Are you asking yourself, “What’s next?”

ARLNH – N Volunteer Information: The Next Step

After participating in our volunteer orientation it is now time to take a step back and make two decisions. One, is this the right place for you to volunteer – both emotionally and physically? And two, are you able to commitment to a minimum of six months or 48 hours of volunteer work at the ARLNH - N? If you have answered yes to both of these, you are ready to talk with the Volunteer Coordinator about training options. If you have answered no to one or both, please reconsider starting the volunteer process and feel free to talk with the Volunteer Coordinator about any questions or concerns you may have. Training requirements vary from position to position. Feline volunteers must attend a group training session as well as a minimum of two, two-hour training sessions. Canine and customer service volunteers must attend a group training session and a minimum of four, two-hour training sessions. Please remember to wear pants and close-toed shoes during any volunteer time. Training sessions are to be scheduled with the Volunteer Coordinator in advance and a training evaluation will be done upon completion of the required training times. This is to help improve our training program as well as ensure you are comfortable with the tasks asked of you. After your training evaluation you will be asked to commit to a regular schedule within the position you have trained in. You can discuss scheduling with the Volunteer Coordinator. Thank you again for becoming a part of our volunteer program.