Running a shelter as a business - Dogs Trust Worldwide
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Running a shelter as a business
www.dogstrust.org.uk
Running a shelter as a business
Identifying your aim and
resources
• Identify your aim / mission
o Shelter? Rehoming? Veterinary aid? Etc
o Everyone must understand it
o Everyone must be committed to it
MISSION STATEMENT
• Identify your resources
DOGS TRUST IS
o Physical WORKING TOWARDS
THE DAY WHEN
o Financial ALL
DOGS CAN ENJOY
A HAPPY LIFE,
o Human FREE
FROM THE THREAT
• Have a long term goal, OF UNNECESSARY
DESTRUCTION
• but be realistic about achieving it
o Have intermediate goals 3
Resources - physical
• Recognise your limits
• Alternatives
o External rehoming? (HfH)
o Go to the source?
4
Resources - financial • Recognise your limits o Do not take in more than you can afford to care for • Work hard at fundraising o Secure your future to realise your plans
Resources - financial
• Try to obtain support from commercial businesses
6
Resources - financial
• Try to obtain support from commercial
businesses
o They like to be seen to work with charities
o But they will only work with well organised
charities
7
Resources - financial
• Shop around for the best price
•Working with businesses and constantly
reviewing food costs has enabled dogs
trust to find a good deal
•Develop publicity to attract funding
8
Making yourself known
9
Making yourself known
10Organise your teams
Liaison between Ops Regional Reporting to Head
Director & Head office
Dept Heads manager Office Department
Line management
Line management outside RC
Volunteers opportunities Manager
Reporting chain within the RC
Assistant Manager Assistant Manager
Admin Ops Campaigns
Training and Behaviour
Canine Carers
Adviser Education Officer
(Rehomers)
Receptionists (Groomers)
(Puppy) Canine Carers
Supporter
(Vol Co-ord) (trainers)
Relations Officer
Veterinary
Volunteers Nurses
Maintenance
Operatives
Fund Raisers Home Visits Dog Walkers Kennel Duties Groomers
11Obtain / maximise best value • Keep records • Measure performance o Compare month by month and year by year • Dog trust measures o Gross rehomes o Returns to kennel o Occupancy of kennels o Average length of stay in kennels o Veterinary costs o Number of dogs per staff member o Cost per dog cared for o Food costs 12
Key Performance Indicators (KPIs) • Why measure performance? o To make us think and search for improvements o For the benefit of the animals • Key performance indicators help us to understand the factors that influence operations • KPIs are used in business • Do not be scared of using good business techniques • Commercial business can teach us about: o Customer service o Staff training o Marketing o Publicity o Dogs trust have used advice from commercial businesses in all of these areas in the past
Obtaining best value
Food cost per dog per day
0.6
2007
0.5 2008
0.4
Budget
0.3
0.2
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14Staff
• Clear instructions for staff
o Standard procedures to follow
• Staff training
o Time consuming but worthwhile
• Keep staff informed
• Be open to suggestions
o Good ideas do not always come from the top
15Standard Operating Procedures (SOPs)
• Standard operating procedures
o Designed to steer you through a
process logically, step by step
o Where a process has potential
variations or options, gives guidelines
for interpretation
o New or experienced staff can use them
16Helping you to create SOPs
• Dogs Trust have used SOPs for many years
• They help to ensure that everyone knows what our
processes are and how to follow them
• We are constantly reviewing and updating them as our
processes change
• We can share individual SOPs with delegates so that you can
use the parts that matter to you and create your own
• Having an example SOP to develop is far easier than having
to start from scratch with no references
• Our current SOP list:
17Accepting Canine Care Card dogs Dogmobile Interacting with Dogs
Accepting donations Dogs of deceased and incapacitated owners Interacting with members of the public
Accepting transfers Donated medicines Lone working
Adolescent Vaccination Advice Donation bins Loose Lead Walking
Adoption fee Driving of Dogs Trust vehicles Microchipping
Adoption information for dogs exhibiting KC symptoms for dog
meetings Entering and Leaving Kennels Muzzling of Dogs
Equipment for Handling Aggressive or Fearful
Adoption of dogs Dogs National veterinary services
Allegations of mistreatment of a Dogs Trust dog Euthanasia Neutering and Pregnancy
Assisting external organisations Feeding Dogs Night duties
Behaviour and Welfare 2016 Fun Days Notifiable Diseases
Bringing dogs to work Grading of Dogs for Handling Oakfield Old Dogs Home
Business continuity plan Grooming Occupation of Dogs Trust property
Caring for Dogs on Medication Handler Focus and Attention to Name Training Ordering items for dogs
Change of Ownership Handling of Cash Parasite Treatments
Pet Passports and Logistics for Transfer Dogs
Clinical Examinations Handover from private individuals (ROI)
Consent for Surgical Procedures Handover of dogs from external organisations Petplan
Contact Centre - Urgent return to kennel Health and Safety Pre adoption talk
Cremation of dogs Home from Home Preparation of Puppies
Cytotoxic medicine use within Dogs Trust Homefinding Questionnaire Promoting dogs online
Dangerous Dogs Act (Section 1) Hot Weather Puppies attending Dog School
Death on Site and Post Mortem Hydro Physio Putting on Leads, Collars and Harnesses
Dog walking Intake of diabetic and epileptic dogs Quarantine of equipmentRecall Taking Dogs out for Exercise Recovering loose dogs Taking Dogs to Events Reducing the Risk of Dog Related Injuries Transfer of dogs to Dogs Trust Ireland Rehoming form Transport of Dogs Rehoming With Cats Transport of Dogs - Dog Ambulances Rehoming working and assistance dogs Uniform Resale of human food Use of equipment Responding to Complaints Use of kennels for non-rehoming dogs Returning a Dogs Trust dog Use of tractors Review of Dogs Using disinfectants and cleaning kennels Roundworm information sheet for Adopters Vaccination for Visiting Dogs Routine maintenance tasks Vaccination Protocols Safe System of Work - Notification of Dog Bite Form Vehicle maintenance Sanctuary Venue Hire Settle During Quiet Times Veterinary Preventative Care for Transfer Dogs (ROI) Shared Adoption Scheme Veterinary Protocols Sit and Wait Violence at work Staff taking dogs home Volunteer dog walking Standard of care of dogs Volunteering in rehoming centres STAR Centre Winter maintenance Strays and dogs handed over by local authority Writing profiles for the website Suspected rabies case protocol
SOPs On our Intranet
SOPs – Adoption of dogs SOP
SOPs – Adoption of dogs SOP
What have we covered?
• Identify your aim / mission
• Recognise your limits
• Secure your future to realise your plans
• Develop publicity to attract funding
• Organise your teams, give them clear guidance
• Do not be scared of using good business techniques
23Thank You
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