Shelter basics entry

Please sign in below to begin taking the Shelter Basics learning module.

Introduction

This module will help the new team member become familiar with rules, policies and procedures that have been developed over the years at Osceola County Animal Services. Topics include:

Community Service (CS) workers are not members of the shelter volunteer program.

Osceola County Animal Services is an approved site for local court mandated community service hours, however Community Service workers (CS) are not team members and the volunteer program does not accommodate court mandated service hours.

Individuals in this probation program are pre-screened and approved by a judge. Individuals approved by the judge are assigned to Animal Services and specifically trained in non-animal and non-guest related tasks and must wear an orange vest when on grounds. Concerns or comments about CS workers should be brought immediately to a supervisor or the front desk.

Parking on site

We ask that all team members park in the side employee parking lot (south side of the facility) or the grassy area in the back of the shelter so that all parking in the front is left for our guests.

The electronic gate at the front of the employee parking area is often shut to enhance security,  so volunteers should call the front desk at 407-742-8000 to have the gate opened.

The employee parking lot stays fairly full so you may have to park in the field behind the shelter.

• The lawn outside the front gate is not an appropriate place to park.

• Be sure that you do not park in a place that blocks access to either the Sally Port (garage doors) or the loading dock.

• Additionally, do not park any place where you will block another vehicle in.

If a special event is going on at the shelter, volunteers may be asked to park at the Road and Bridge facility next door to the shelter.

Shelter Check in and check out

Employees and volunteers have different check in and out procedures.

Employees

Hourly employees of Osceola County will be checking in and out on the employee time clock located outside the break room. Your supervisor will show you the process once you receive your employee id badge. All employees must check themselves in and out. Any employee found altering time or clocking in and out for another employee is subject to disciplinary action.

Employees may enter through the break room door/employee entrance with their keys or utilize the front door. Please be aware there is an alarm system connected throughout the building. Entrance through the lobby area (while the alarm is armed) will require an approved team member id into the alarm key pad to disengage the alarm before it sounds. The alarm key pad is located by the Volunteer Coordinator office.

Dress Code

The following dress code is required of team members:

Dress Code

The following dress code is required of team members:

Volunteer Training Name Tags (General Training)

Training name tags are for volunteers that are in their general training. General training volunteers while onsite will always have an approved mentor assigned to them for training and guidance. Training volunteers should not be working independently without the direct supervision of a mentor. This is to ensure safety, consistency in training, and to allows the mentor to be available to answer questions on procedures and policies.

The volunteer coordinator or approved mentor for the training area will check off each component of the name tag as it is completed. When an entire section is complete, a sticker will be placed over the training check off (initials). The three initial areas of training are Dog Care, Cat Care, and Guest Assistance.

Volunteer name tag icons

Once approved in a specific area, volunteer team members will wear a name tag that features icons indicating tasks that they are currently approved to independently sign up to participate in through the volunteer’s Volgistics account.

Each individual icon gives the volunteer permission to perform certain tasks independently and, after some experience, opens the door to advanced training opportunities.

Training , Shifts, and Commitment

All team members will be trained appropriately for safety. We utilize a mentor training system. Mentors are pre-approved and have completed a specialized qualification program for each area of training availability. Not all areas are available to all team members, nor are all areas available at all times. If you are interested in training in a new area, please email your supervisor.

Mentors will directly supervise and teach hands-on skills within the area to individuals or small groups of team members. Mentors may be volunteers or employees. Mentors facilitate an end of training skills assessment for each team member before the team member is able to work in that area independently.

Supplies, First Aid and Safety

Approved supplies such as leashes, toys, treats, and waste bags are provided for all team members. Special supplies such as training and enrichment items are made available as required and approved. Please place all supplies back where you got them from when work is completed. Please alert your supervisor when supplies are running low.

• Please do not bring your own treats or animal supplies; use ours. Many changes to the animal’s diet may upset their stomach and there are safety concerns for various animal supplies.

• If you are interested in any item that is currently not available, please email your supervisor your suggestion.

Various supplies for specific tasks and jobs will also be provided. In your area training, the mentor will show you where the supplies for each area are located.

Open and restricted areas

If you are not sure, don’t go there!

The Facility

Quick facts:

The current building opened in 1995 replacing a smaller facility that is now a part of the Osceola County Road and Bridge department.

The campus contains 5 buildings connected by sidewalks or covered walkways.

Animals arrive at the facility in one of two places –

• the pet receiving/intake room .

• the Sally Port.)

Both of these areas are restricted.

Dogs may be shown to potential adopters in the showroom in kennel A or in an enclosed play yard.

Cats may be shown to potential adopters in the room in which they are located with the door locked.

All adoptions are finalized in the lobby area.

In case of emergency:

• For life threatening emergencies, please call 911. If on a County landline, dial 9-911. After calling, alert a supervisor immediately.

• The eyewash station is located in the loading dock area, on the left as you enter from the hall.

• *The Material Safety Data Sheets (MSDS) has information containing “potential health effects of exposure to chemicals, or other potentially dangerous substances, and on safe working procedures when handling chemical products.” This book is located in the Operation Manager’s office which is across from the break room. It is in a green folder. Click here for a definition of the MSDS.

Emergencies

On occasion, emergencies will arise that will restrict additional areas of the facility, including closing off wings, the modular building, outside play yards, or the parking lot area. These changes will be announced in the team eNews, email, and on the Volgistics sign in computer.

Examples of emergencies that may alter the shelter schedule or procedures include but are not limited to:

• storm watches and warnings

• team member group training

• large animal abuse and/or neglect (high publicity) cases

• medical situations

• building maintenance and construction

• a contagious illness outbreak in a group of animals

In 2020 and 2021 we all experienced the Covid 19 pandemic, which completely shut down the entire OCAS volunteer program on site, as well as other shelter functions. Although we do not anticipate a repeat of these extraordinary measures, it is wise that we remember the steps that had to be taken to keep people safe.

We are an open access shelter

Osceola County Animal Services is an open access shelter. This means that any dog or cat, and sometimes other animals, that are brought to our door will be accepted, regardless of age, health or adaptability. (Though owner surrendered animals will require an appointment to accept them – see managed intake notes below). The result of this policy is that we run a shelter that, at times, engages in the unfortunate task of humane animal euthanasia. While we are working to build programs that will help save lives, euthanasia is still a reality for aggressive, sick, or debilitated animals. As euthanasia is usually performed prior to the shelter opening, the chances are that volunteers will not witness anything related to this. However, it is possible.

OCAS cannot be selective in taking in only adoptable animals, as some organizations are; we cannot turn away animals because the facility is full as a limited access shelter can. We participate in a managed intake program where owned pets require an appointment to be surrendered to the shelter. This process allows us to provide assistance and redirection from the shelter, if possible, and prevent overcrowding in the shelter. Research very clearly tells that over crowded shelters are more susceptible to the spread of viruses and disease.

Adoption Policies

We have a flexible and open adoption policy. We do require all adopters to

• be 18 years of age,

• complete an adoption survey and, if approved,

• sign an adoption contract.

The Osceola County Clerk of the Court operates an Animal Abuse Database that must be checked prior to an adoption.

All animals are spayed / neutered before leaving the shelter. They also receive a rabies vaccination (if medically cleared), core vaccines, are dewormed, micro-chipped, and issued a county license tag.

All dogs that are six months of age and older are tested for heartworm and all cats and kittens are tested for feline leukemia and AIDS.

Some examples of why we may decline an adoption would be:

• Someone who has just relinquished a pet to us.

• Someone who has a history of animal code violations.

• A person who is at the limit for the number of pets that he or she can have.

• The adoptable pet has home requirements that were not met by the potential adopter. For example, many apartment complexes will not allow pets at all and some have strict dog size and breed requirements.

Animal Kennel Cards

Kennel cards are a very important tool that we use every day at Osceola County Animal Services. It is important for the information contained on kennel cards to be as complete and accurate as possible.

Please be sure to read the paperwork and history of the animal you are going to interact with before you take them out of the kennel. The following is an example of a dog kennel card with some explanations for dog walking notes.

* If the green “OK TO WALK” is circled, it indicates that a dog is approved be walked by all dog care team members. All other colors/descriptions indicate that the dog should not be walked.

* If “OK FOR ADOPTION” is circled, it means that a dog is adoptable. Dogs must have this circled to be shown to potential adopters.

* RTG means “READY TO GO”.

* The intake date represents the day the animal arrived at the shelter.

* Intake type reflects the reason the animal is here such as stray, owner surrender, confiscated, etc…

* Stray holds are the amount of days that we legally hold a stray animal to give an owner, if there is one, enough time to claim their pet. All stray animals (not including community cats) must be held at least three full business days, not including the date of arrival. Dogs with known owners will have up to 5 days to reclaim their pet. The stray hold count only contains complete business days that the shelter is open.

Animals on a stray hold may be adopted but will not leave the shelter until their stray hold time is completed. Adopters sign a form at adoption that says they understand an owner may claim the animal until the last day of their stray hold time. If that occurs the adopter has 45 days to choose another animal or ask for a refund.

* Any animal with “NEEDS RESCUE” or “HOLD” circled should only be interacted with by approved team members.

If you notice any discrepancies or incorrect information on a cage card, please let the supervisor know.

The 10/4 Rule of Shelter Conduct

All members of the Osceola County Animal Services team are expected to follow the 10/4 rule of Customer Service. This rule covers anyone coming into the facility.

You have completed the Shelter basics learning module. Now, you will be asked some questions to make sure that you understand the important content. After you submit the module, you will be shown your score. the goal is at least 80% Good luck!