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Volunteers & mentors

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The purpose of this module is to familiarize all team members with the shelter's mentoring program. This will include:

Θ what mentors do

Θ who can be mentors

Θ how mentors are selected

Θ how mentors are assigned

Θ how mentors will interact with other team members

Θ how team members should interact with mentors

Please sign in below to begin the module.

Dawn blocks the kennel door with her leg for safety and control of the animal.
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What does it mean to mentor?

Θ To mentor is to advise and train;

Θ to listen and adjust to the needs of the person or people being mentored,

Θ in order to achieve the best outcome for the team members and the animals.

Θ A key to mentoring is knowing that teaching is learning twice.

What is the difference between a mentor and a trainer/coach?

Θ A trainer/coach shows the trainee step by step how to complete a task or tasks in a certain way.

Θ A mentor also trains with step by step instruction, with the addition of adjusting to the team member's current experience, strengths, and weaknesses.

Θ A mentor does not just train, but explains and, sometimes, retrains.

Θ A good mentor always listens.

The goal of mentoring is not only to complete the task, but for the team member being mentored to understand why and to feel comfortable with completing the task independently.

What is the difference between a mentor and a trainer/coach?

Mentors often work along side the person to ensure they have a good level of knowledge and comfort to ensure their success. They remain a continued source of support and encouragement. It is an ongoing process.

The difference between training a task and mentoring is that when a trainer is finished, the training is completed.

Mentors continue working with the individual and remain vested in the knowledge, growth and success of the team member being mentored.

Who needs a mentor?

Any new team member, be they

Θ employee or

Θ volunteer,

needs to be mentored in any task or tasks that the team member will be expected to complete.

Note: As mentors are not yet available for all tasks, trainers will be used as needed until such time as mentors are identified.

How are mentors chosen?

Θ Mentors are chosen by Animal Services’ team leadership based on their performance and expertise completing a task or tasks as well as their temperament, patience, and attitude .

Θ Employees, volunteers and administrative team members can be mentors.

Θ All mentors are by nomination and must complete both an online learning module and a mentor task explanation assessment.

Θ The assessment asks that a prospective mentor explain, in writing, all of the steps to completing a task or tasks. An example of a mentor submission is on the next page.

Θ All mentors, after their nomination, must agree to be mentors to new team members. No one will be forced to be a mentor.

All mentors are approved by the Animal Services leadership team.

Mentor submissions of task descriptions all include:

Θ Step 1: Exact task title

Θ Step 2: All equipment and supplies needed

Θ Step 3: Step by step, detailed instructions

Like most tasks, this seems like it would be a simple one. However, this is not the case. In order to keep our pets free of disease, we must follow a very specific protocol to sanitize these areas. Skipping even a single step could very well lead to major problems later.

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Mentor/team member protocols

Θ The mentors are to be given the opportunity to teach the new team members without interruptions. To accomplish this. mentors should always inform their supervisor prior to beginning a mentoring session.

Θ As always, shelter emergencies, of which there are very few, will take precedent over all other activities.

Θ Other team members are asked not to interrupt mentors in their duties with corrections or suggestions.

Θ Likewise, mentors are not to interrupt other mentors.

Θ Please keep in mind that the mentors are instructing new team members in the approved correct ways to complete tasks.

Θ Initially, the training will not include any short cuts but may deviate somewhat from the written procedures to aid the new team member in their understanding of the specific procedures.

Mentor/team member corrections

We will begin by stating that everyone makes mistakes from time to time. When possible, those errors should be viewed as learning opportunities that can not only be accessed by the mentor, but shared with others in the future.

In the event that a mentor has appeared to instruct a new team member incorrectly, the concerned experienced team member should use the following approach to dealing with the issue:

Θ After the mentor has completed their training task and in a non-public place, tell the mentor what you observed and why what you saw or heard might be an issue. Be as specific as you can to help the mentor understand what the problem appears to be.

Please keep in mind that the mentors have been chosen by the leadership team based on not only their procedural knowledge, but their temperament and ability to work well with others. As long as the team member with the concern is not confrontational, the conversation will be a civil one.

Remember, what may seem to be incorrect may actually be part of the mentor's training process.

Other team member protocols

Θ Team members, both employees and volunteers, who are not mentors should refrain from interrupting training by mentors.

Θ Team members, both employees and volunteers, unless assigned to mentoring duties, should not try to correct the actions of experienced team members or mentors. We ask that you approach the experienced team member or mentor and ask questions and discuss your concerns. If clarification in a procedure is needed, all parties should discuss the situation with a supervisor together.

Θ Any protocol concerns should be brought to shelter supervisors.

Changing procedures

As with most dynamic places, our shelter at times has to change certain procedures and policies based on needs and innovations. A few examples are:

Θ when there is an outbreak of a virus at the shelter

Θ when a new cleaning product is on site

Θ when a new cleaning tool becomes available

Θ when the shelter updates computers and software

Θ when a new area is added to the shelter, such as a building or an outdoor area

As procedures change, the mentors will be trained followed by their mentees.

Knowledge check

Please choose the best answer for each of the questions below.
1. To mentor means to
- advise
- listen
- adjust lessons
- all of the above
2. Choose the best explanation for what a mentor does.
- shows the trainee step by step how to complete a task or tasks in a certain way.
- step by step instruction, while adjusting to the team member’s current experience, strengths, and weaknesses.
- none of the above
3. Who at the shelter needs a mentor?
- all new volunteers
- all new employees
- both of the above
4. Which of the following can be mentors?
- volunteers
- employees
- administrators
- all of the above
5. Mentors must submit a written step-by-step procedure for completing a shelter task as part of their approval process.
- false
- true
6. All training completed by mentors will include the latest short cuts to get the job done really fast.
- false
- true
7. Mentors should be immediately confronted if they should make an error or misstatement.
- false
- true
8. To whom can you report possible mentor issues?
- the mentor
- the area supervisor
- the volunteer coordinator
- any of the above
9. Mentors are currently available for all shelter tasks.
- false
- true
10. Which of the following may require updated training?
- new cleaning solution
- new shelter tools
- new shelter software
- any of the above
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Animal Services

3910 Old Canoe Creek Road
St. Cloud, Florida 34769
Main: (407) 742-8000
Fax: (407) 891-1290

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