Shelter Success Simplified (Humane Network)

GUEST:  Dr. Leslie Appel is the founder and executive director of Shelter Outreach Services (SOS). She is also a courtesy lecturer at the Cornell University College of Veterinary Medicine. Before these roles, Dr. Appel was director of veterinary outreach at the ASPCA. She was also a full-time faculty member at Cornell University College of Veterinary Medicine, where she was an instructor in Small Animal Surgery. And Dr. Appel was the 2013 recipient of the AVMA Animal Welfare Award. 

MAIN QUESTION: How can animal organizations provide services to rural communities, which often get overlooked?

TAKEAWAYS:

• Dr. Appel’s organization Shelter Outreach Services, or SOS, is specifically designed to meet the needs of rural communities. 
• Before starting a program, assess what’s going on in your community and surrounding counties to understand what services are needed and who might be able to help.
• Also, get advice from a veterinarian early on in your planning about what’s needed to provide veterinary outreach services.
• SOS is set up like the hub of a wheel with its partners as the spokes. Each is essential to success. SOS provides the services and seeks grant funding for big ticket items like anesthesia machines, while its partners who host SOS’s MASH-style clinics in their communities do their own fundraising and grant writing to pay for those services.
• If you want to provide high quality, high volume spay/neuter services, veterinarians and veterinary technicians need training because it is generally not taught in school.  This is best done by having them observe and work alongside an existing team initially.
• High quality, high volume spay/neuter services are not about speed; it’s about creating an efficient flow.

LINKS:

• Shelter Outreach Services
• The Association of Shelter Veterinarians' guidelines for spay-neuter programs 
• Leadership recommendation: "How to Read Non-Profit Financial Statements"

GUEST: Kelley Bollen is a Certified Animal Behavior Consultant with a master’s degree in Animal Behavior who has worked in the field of companion animal behavior for twenty years. Kelley is the Owner and Principal Consultant for Kelley Bollen Consulting – an animal behavior consulting business that works with animal shelters across the country on the design and implementation of comprehensive behavior programs to improve the welfare of the animals. She leads Humane Network’s Alive & Thriving animal behavior training program for shelter and clinic staff. And Kelley teaches a new Animal Shelter Behavior Management Certificate Course through the University of the Pacific.

MAIN QUESTION: How can shelters and rescue groups help people in their community with dogs who have separation anxiety issues?

TAKEAWAYS:

• Actively reach out to the people in your community now (especially people who adopted a dog within the past year), with ideas to help them prepare their pets for when they return to work in an office in order to help prevent the development of separation anxiety.
• If a dog can’t be content in one room while their person is in another, then there will likely be problems when the person is outside the home for extended periods.
• Here are a few behavior tips to share with your community:
  • Be low-key when you leave and when you return.
  • Make your departure fun by hiding treats around the home and/or giving a Kong-type toy filled with mushy food, like canned pet food.
  • Practice leaving and returning for increasing lengths of time, starting with 30 seconds, so the dog gets used to you going and coming back. Take the dog’s Kong when you return so the dog wants you to stay away longer.
  • Leave a radio or TV on when you're gone to give the dog some company.
  • Give the dog 10 to 15 minutes of aerobic exercise before leaving such as running up and down stairs or chasing a ball in the backyard.

LINKS:

• Kelley Bollen Consulting 
• Video presentation on independence training for dogs by Kelley Bollen 
• Separation anxiety behavior tips by Kelley Bollen that organizations can print and give to adopters or people who contact them with concerns
• Leadership recommendation: Sample fraud policy by the Association of Certified Fraud Examiners

GUEST: Kelley Bollen is a Certified Animal Behavior Consultant with a master’s degree in Animal Behavior who has worked in the field of companion animal behavior for twenty years. Kelley is the Owner and Principal Consultant for Kelley Bollen Consulting – an animal behavior consulting business. Kelley consults with animal shelters across the country on the design and implementation of comprehensive behavior programs to improve the welfare of the animals. She leads Humane Network’s Alive & Thriving animal behavior training program for shelter and clinic staff. And Kelley teaches an Animal Shelter Behavior Management Certificate Course through the University of the Pacific with a new program starting September 27, 2021. 

MAIN QUESTION: What tips do you have for shelter and clinic staff for handling animals to make it a more stress-free experience?

TAKEAWAYS:

• Coming to an animal shelter or veterinary clinic is inherently stressful for animals, in part because of all the new surfaces, sounds, and smells, including fear pheromones from other animals.
• Not having secure footing is stressful for cats and dogs so be sure that tables and scales where they might stand have nonslip surfaces. For dogs, make sure there is a nonslip pad right inside the main door.
• Pre-medicating with sedatives can help some animals come to the clinic calmer, but for others their fear may overpower the effects. Sedating the animal in the clinic instead might be a more viable option. 
• In general for cats: Give cats a place to hide such as under a towel, or try a specific towel wrap that can help you be able to perform the procedure. Try minimal restraint first, making sure the cat can have all four feet on a solid, non-slippery surface whenever possible.
• In general for dogs: Before starting an exam, try getting dogs to change their mindset by playing with them or asking them to do a known trick such as sit or shake. 

LINKS:

• Kelley Bollen Consulting
• Kelley's Animal Behavioral Management Certificate Course through University of the Pacific (new course starting Sept. 27, 2021) 
• Kelley's Alive & Thriving training program for shelter and clinic staff 
• Leadership recommendation: “How to Ask Useful Questions” by Josh Kaufman (article) 

Guest: Susanne Kogut is president of the Petco Foundation. She started out in corporate law before her passion for animals led her to become executive director of the Charlottesville-Albemarle SPCA. She is also vice-chair of the board of trustees for HABRI, the Human Animal Bond Research Institute.

Main question: How does Petco Foundation's new lost-and-found-pets initiative work, and why should shelter organizations participate?

Takeaways:

* 1 in 3 pets will be lost during their lifetimes, about 10 million each year.

* Because supporting the human-animal bond is a fundamental part of our missions, getting them back home should be a priority for animal welfare organizations.

* Petco Foundation is creating a national database and leveraging pet facial recognition technology so that there is one central place to seek help with a lost or found pet, making a successful outcome more likely. Dogs and cats are included.

* It’s free to sign up and connects with many existing shelter management software platforms.

* Grant opportunities are available to encourage groups to sign up so that their animals are included in the database. Additional grants are available to help organizations get animal management software if they don’t already. See Petcofoundation.org/findingrover for details.

* “Stray” can have negative connotations so consider using “lost” or “missing” to describe pets who are found or picked up.

* And lastly, it’s important not to make assumptions about pets who come to your organization looking rough. Such pets very well may come from loving families but being out in the elements or underlying health issues may give a false appearance of neglect.

Links:

* Petco Foundation 

* Signup and details for Petco Foundation lost-and-found-pets initiative: https://www.petcofoundation.org/findingrover

* Leadership recommendation: Tips on using Martha's Rules for board and other meetings 

Recorded February 16, 2021

Guest: Gina Knepp, former Animal Care Services Manager for Sacramento’s Front Street Animal Shelter. She is now the National Shelter Engagement Director at Michelson Found Animals Foundation

Main question: “I’ve struggled to get shelter staff to not be judgmental with people when they’re surrendering a pet or returning an adopted animal. How can I convince them this is essential? How do you get an organization out of this culture?”

Links:

* Michelson Found Animals

* Front Street Animal Shelter - City of Sacramento

* Mark's recommendation: "Atomic Habits" by James Clear 

* James Clear website, where you can download a free chapter of "Atomic Habits"

* Comment on the podcast's Facebook page

Recorded pre-COVID.

GUEST: Rebecca Guinn is CEO of LifeLine Animal Project, which manages Atlanta’s Fulton and DeKalb County animal shelters and which opened a new shelter, adoption center and clinic in 2019. LifeLine’s community outreach effort provides free vaccines, spay/neuter and other assistance to thousands of pets belonging to underserved Atlantans. LifeLine’s community cat program, the first and largest organized trap-neuter-return assistance program in Atlanta, has sterilized and vaccinated more than 40,000 community cats; and the LifeLine Spay & Neuter Clinics comprise the largest spay/neuter provider in Georgia, having performed more than 140,000 surgeries to date. Rebecca is active in the Animal Law Section of the State Bar of Georgia and is a member of Best Friends Animal Society’s No-Kill 2025 National Steering Committee.

MAIN QUESTION: How can animal welfare leaders and managers keep an eye on the big picture while staying on top of day-to-day fires?

TAKEAWAYS:

• The leader’s job is to keep the focus on the mission and to get others involved in it.
• Build a team of likeminded people, look for each person’s superpower and tap into it.
• Seek out people with skills that complement others on the team.
• We owe our best to the animals every time. Set that standard for yourself.
• Find the gaps in your community, and figure out what’s needed to close those gaps.
• Regularly ask yourself if you're solving the right problems and what you are trying to make better. Perform gap analyses; over time, you’ll get better at solving for the right problems.
• Embrace both ends of the leash.

LINKS:

• Lifeline Animal Project — website
• Leadership recommendation: Nonprofit Tech for Good website and e-newsletter 

GUEST: Heather Sartorelli is a Registered Veterinary Technician, Fear Free Certified and the Lead Consultant with Sartorelli Consulting Services. She specializes in helping spay/neuter clinics, moving them to a high-quality, high-volume level by working closely with the surgical and management teams. She has 18 years of spay/neuter experience and 10 years of shelter experience. She has worked as manager of Clinic Mentorship Programs for Humane Alliance/ASPCA Spay Neuter Alliance and as the medical manager and lead surgery technician at SPCA Tampa Bay.

MAIN QUESTION: What advice would you have for clinics to function effectively and efficiently amid this current public health crisis?

TAKEAWAYS:

* Make sure staff is feeling safe and healthy. You can do this in a number of ways:

~ Hold a brief team meeting to start each day where people can share concerns and information.

~ Cross-train to be able to better handle absences.

~ Be supportive of staff who don’t feel comfortable doing a task for safety reasons.

~ Create a culture that doesn’t tolerate gossip.

~ Make change easier to embrace by making it fun (the new policy bingo game Heather mentioned is an example).

~ Practice recommended workplace COVID-19 prevention measures.

~ Create visual reminders and provide supplies throughout the facility that make compliance with coronavirus safety measures easy. This might include 6-foot markings on the floor of high traffic areas, multiple cleanings of common areas throughout the workday, and providing Plexiglas or clear shower curtain dividers to provide separation of work areas.

* Create a safe environment for client and patient interactions:

~ Go paperless as much as possible

~ Implement an efficient tight process for curbside intake and discharge, including after-care instructions.

~ Put simple, clear process details online so that clients know what to expect.

LINKS:

* Heather Sartorelli’s Clinic Mentorship Services: https://clinicmentorshipservices.com 

* Scheduling apps:

~ Clinic HQ https://clinichq.com, which offers a free year if organization has received a #SpayTogether grant

~ TimeTap https://www.timetap.com

~ 10to8 https://10to8.com 

* Bingo card sample for helping staff adopt new policies and procedures https://www.humanenetwork.org/resources. It's under the Leadership section of the Resources page.

* Recommended workplace COVID-19 prevention measures from the CDC https://www.cdc.gov/coronavirus/2019-ncov/community/office-buildings.html 

* Clicker training for cats:

~ Bruce the Clicker Trained Cat’s Adoption Promotion Video https://www.youtube.com/watch?v=t0jSKt-UEAQ 

~ Free PDF: Jackson Galaxy’s Cat Positive Program: Teach Your Cat (or Foster Feline) to High-Five (and more!) https://www.jacksongalaxy.com/wp-content/uploads/2020/03/CatPawsitiveTrainingAtHome-compressed.pdf 

~ Book: "Clicker Training for Cats by Karen Pryor https://www.amazon.com/Clicker-Training-Karen-Pryor-Books/dp/1890948144 

Recorded Aug. 4, 2020.

Guests: Humane Network CEO Diane Blankenburg and Humane Network president and Shelter Success Simplified podcast co-host Bonney Brown

Main questions: Why is fundraising so important in the final six weeks of the year, and what can people do to be more effective in their year-end fundraising?

Takeaways:

* Fundraising is like retail sales – most donations come in at the end of the year.

* Dec. 1 is biggest online fundraising day of the year, and the last week of the year, especially Dec. 31, are also extremely big for donations.

* Make sure it’s easy to donate to your organization. You can test this by trying it out yourself with a small donation.

* Matching programs greatly boost donations. This is different than company-match programs. Instead, this is where a donor – likely someone who was planning to give a large donation anyway – agrees to match donations. This inspires the top donor as well as the smaller donors because they know their money will go even further.

* One fun easy idea is to highlight your favorite 12 saves or rescues of the year over 12 days in December.

* And be sure to focus on individual animals in the stories you tell. These are more meaningful to donors than stories about your overall efforts or the overall need in your community.

Links:

* Video of end-of-year fundraising webinar 

* PDF of end-of-year fundraising presentation

Leadership recommendation - "Strategic Planning: Five Steps to a More Secure Future”

Recorded November 18, 2020

GUEST: Lisa LaFontaine is president and chief executive officer of the Humane Rescue Alliance, based in Washington, DC. In 2019, Lisa oversaw the merger of the Humane Rescue Alliance with St. Hubert’s Animal Welfare Center to create the first regional, community-based, multi-state animal welfare organization in the nation. The organization is the largest provider of animal services in that region, touching the lives of more than 100,000 animals each year. Lisa was also CEO of New Hampshire’s Monadnock Humane Society. She has served as board member and chairman of the board of the Association for Animal Welfare Advancement, the National Federation of Humane Societies, and the New England Federation of Humane Societies. 

MAIN QUESTION: What lessons have you learned from the pandemic that have led your organization to be even more community facing? 

TAKEAWAYS:

• Remember that animals are social connectors. They can build community and bring people together who otherwise might feel they have nothing to talk about.
• Expand your foster program. This is a great way to start for organizations looking to become a more integral part of their communities. It engages the public, inspiring them to become advocates for animals as they help find good new homes for them.  
• Look into creating virtual support for foster caregivers, such as telemedicine from staff veterinarians and behavior classes or videos with trainers or behaviorists. 
• Use staff and volunteers who have strong skills to mentor other staff, such as with hosting events over Zoom or taking photos.
• Seek more feedback, such as surveys of your volunteers, supporters, and adopters. You can also hold Zoom meetings with volunteers to get their feedback. Volunteers and supporters are a great conduit between your organization and the rest of your community.

LINKS:

• Humane Rescue Alliance
• Leadership recommendation: "3 Simple Steps to Develop a Nonprofit Board Education Plan" by Sabrina Walker Hernandez

GUEST: Brent Toellner. Brent is the Senior Director of National Programs for Best Friends Animal Society. Prior to joining Best Friends, Brent, his wife, Michelle, and a few others co-founded the Kansas City Pet Project to run the municipal shelter in Kansas City, Missouri.  

MAIN QUESTION: There's a lot of pressure in animal welfare and people can feel alone in their work — what tips and ideas might help?

TAKEAWAYS:

• In animal welfare, we’re pushed to do more with limited resources. People often feel they just need to work harder and do more programs, but that doesn’t work in the long-term. It’s better to reach out for help.
• Someone on the outside can often provide needed perspective. By being a sounding board, they can give you a sense of confidence and make you feel less isolated. You can find this help by creating or developing relationships with your peers at similar organizations. In addition to making connections within the field, people working at similar types of agencies within your own community can also be helpful.  Consultants and representatives of national organizations with outreach teams can also be valuable.
• One sign you need help is if you're feeling stressed that you can never get on top of what’s needed or if you know things need to change but you don’t know how to do it with your existing resources.
• Consider an organizational assessment that looks at what’s going well and that you should keep doing and what is not the best use of resources now.

LINKS:

• Best Friends Network 
• Leadership recommendation: “5 Things an Executive Director Can Do to Build a Strong Leadership Team” by Joan Garry  

Guest: Mike Arms is president and CEO of Helen Woodward Animal Center. He started with the ASPCA in the late 1960s before spending 20 years with North Shore Animal League. Mike created the International Pet Adopt-a-thon and the Home 4 the Holidays adoption campaigns, as well as the Remember Me Thursday adoption awareness campaign. The Home 4 the Holidays campaign now includes more than 4,100 organization participants in more than 23 countries who have jointly adopted out more than 17 million pets since 1999.

Main question: What innovative strategies has your shelter developed in light of the pandemic?

Takeaways:

* This is a lifesaving business. We need to use our brains as well as our hearts.

* Take time to learn about the needs and desires of your staff and community. Innovative solutions (such as the Ani-meals program and accommodation for staff-members’ children, two examples Mike shared in this podcast) create loyalty in your team and your community.

* Learn the interests of your donors. If you haven’t made that effort to understand what motivates them and what they are passionate about, you will miss opportunities to frame requests in ways that connect for them on multiple levels. This is the best way to develop meaningful and valuable relationships with major donors.

* Home 4 the Holidays is a free holiday adoption promotion campaign that has helped thousands of organizations find homes for more pets during the holiday season. Check it out to see if it may be a good fit for your organization.

Links:

* Helen Woodward Animal Center 

* Home 4 the Holidays 

* Remember Me Thursday 

* Recommendation: 7 Ways to Sincerely Encourage Your Employees by Beth Miller 

Recorded Sept. 22, 2020

Guest: Joy Smith is the founder, president and executive director of FieldHaven Feline Center, a shelter, rescue and spay/neuter organization in Northern California. It was founded in 2003, and the shelter facility was created in cooperation with the UC Davis Koret Shelter Medicine Program to be a model for improving the health, safety, and adoptability of rescued cats. With devastating wildfires in Northern California, the organization has been a lifesaver for displaced cats.

Main question: Why is developing partnerships with other organizations so helpful to groups, agencies, and communities?

Takeaways:

* Reach out to other organizations in your community and start talking about ways you can coordinate and support each other – this is especially important for disaster planning.

* Cultivate a team of volunteers who are willing and able to step up when disaster strikes. Your staff will still need to perform all of their essential duties, so having a disaster team will minimize disruptions at your organization.

* You don’t have to be a big organization to develop local partnerships and to play an important role in disaster planning.

* Understand that government agencies don’t have the same flexibility that nonprofits have so things can sometimes move more slowly.

* Partnering with government agencies can benefit your organization as it can sometimes open doors to funding that you otherwise would not have been able to access – and it can help you to get such partnerships off the ground by pointing out that government agencies can generally save money by having you take on some of the work because of your organization’s better capacity and skills at handling some situations.

Links:

* FieldHaven Feline Center

* Leadership recommendation: Amy Eisenstein blog post on “The Easiest Thing You Can Do Every Day to Raise More Money”

Recorded November 24, 2020

GUEST: Dr. Steve Kochis is chief medical officer at the Oregon Humane Society. His veterinary specialties include infectious diseases, immunology and emergency medicine. He received his Bachelor of Science in Animal Sciences and DVM from Cornell University. Dr. Kochis has served as President of the Portland Veterinary Medical Association and currently serves on its Executive Board.

MAIN QUESTION: How can an organization create a happy, productive team and retain staff?

TAKEAWAYS:

* Creating a positive culture of trust and respect where people are valued helps with staff retention, recruitment and leads to happy clients and successful medical outcomes.

* Making staff feel valued can include relatively simple and inexpensive things such as celebrating birthdays, bringing in healthy snack foods, or a coffee cart where everyone gets to pick their favorite fancy drink. For bigger organizations, such options could include a food truck or shaved ice truck once a month where the organization pays for staff to pick something they like.

* When seeking new team members, hire someone who is a good fit with the team; someone you'd want to go to work with each day can be more important than experience because kindness and respect are harder to teach.

* Staff on site might not know about or appreciate the hard work of those working remotely so it’s important to let people know what others on the team are contributing.

* Remember that some people don’t like public recognition so find other ways to let them know their work is appreciated.

* Veterinary social work – that area where human needs arise in the practice of veterinary medicine – is an important area of work that nonprofit clinics and shelter clinics can benefit from exploring.

LINKS:

* Oregon Humane Society

* Contact Dr. Steve Kochis at stevek@oregonhumane.org

* Leadership recommendations:

    ~ Article: "How nice leaders create team drama"

    ~ Book: "No-Drama Leadership"

GUEST: Phillip Zimmerman is the Animal Care Services Manager for the City of Sacramento Front Street Animal Shelter. He also served as the Manager for the City of Stockton Animal Shelter for 5 years. Phillip holds a BS degree in Social Science with concentrations in Psychology, Sociology, and Communications. He is an alumnus and regular guest speaker for Humane Network’s Animal Shelter Management program at the University of Pacific.

MAIN QUESTION: How can leaders and managers maintain good communications with team members, especially during challenging times and when working remotely?

TAKEAWAYS:

* You have to make a conscious effort to make personal connections when communications are done remotely because it is harder for others to pick up on body language cues.

* A silver lining of remote communications is that more people can participate than if meetings are held only in person.

* Be willing to be vulnerable and share your feelings with your staff and community in appropriate ways because otherwise you can come off robotic and uncaring, which can especially become a detriment in animal welfare.

* And, when appropriate, be honest about what you're doing in your role and the struggles you’re facing. It can help others who are struggling know that they are not alone and can prompt unexpected support.

LINKS:

* Front Street Animal Shelter

    ~ Front Street on Facebook 

    ~ Website: frontstreetshelter.org

* Leadership recommendation: Amy Eisenstein's “27 Ways to Cultivate Donors"

GUEST: Bonney Brown, president and co-founder of Humane Network. She was Executive Director of Nevada Humane Society for 6 years; Chief Operating Officer, National No More Homeless Pets Director and Communications Director for Best Friends Animal Society; and was National Campaign Director for Alley Cat Allies.

MAIN QUESTION: We've struggled to a hire a good leader for our organization. Someone looks great on paper or really rocks the interview, but then it does not work out well. What can we do to make sure we hire the right executive level people?

LINKS:

• Template - interview questions for an animal shelter rescue Executive Director (scroll down to the Hiring & Recruitment section for Word doc download)
• Leadership recommendation: "The Power of Habit" by Charles Duhigg (book) (audio version)

Guest: Kelley Bollen, a Certified Animal Behavior Consultant with a master’s degree in Animal Behavior

Main Question: What are the best ways to reduce stress in shelter animals?

Takeaways:

1. Have an immediate hiding place for cats when they come into the shelter. Cats get sick very quickly; having a hiding place, decreases their stress.

2. Try to give dogs lots of aerobic exercise – it wears them out, it decreases their stress, and makes them less likely to bark.

3. Volunteers can help with a lot of this. They can bring in boxes for cats to hide in, they can walk dogs, they can play with the animals to destress them. So be sure you're tapping into your volunteer program to decrease stress for the animals in your shelter.

Guest bio: Kelley has worked in the field of companion animal behavior for 20 years. Kelley consults with animal shelters across the country on the design and implementation of comprehensive behavior programs to improve the welfare of the animals.

Show links

* Kelley Bollen Consulting

* More on the Ivy Lee Method

* Comment and ask questions on the podcast's Facebook page

Recorded pre-COVID.

GUEST: Kimberly Wade. Kimberly is an expert consultant for Humane Network focusing on communications and social media. She was campaign manager for Maddie's Pet Project in Nevada, communications director at Nevada Humane Society, news producer at KOLO 8 News Now, and has a degree in broadcast journalism and communications from the University of Central Florida. 

MAIN QUESTION: What are some tips for animal organizations to create better social media pages and posts?

TAKEAWAYS:

• If you don’t have a photo, you don’t have a story. 
• To take good photos, avoid a busy background. Get a good clear picture of the animal with their eyes wide open and looking at you. 
• You may hear hundreds of similar stories about why animals end up in your shelter or at your rescue group. The public has not. So gather basic information even if it’s not a unique story to you. Find out what you can about the animal and their backstory, especially where they came from and why they are now at your organization. You need details to tell a story that will interest your followers in adopting or donating.
• Make sure you have a positive spin on a story – don’t point blame. Talk about how your organization helped, how your supporters made it possible and a bright future ahead, thanks to the generosity of kind supporters. Ask for specific help if needed, such as donations and foster homes.
• For social media:
  • You want a minimum of one post a day – this makes your posts more likely to appear in your followers’ feeds. Busy and larger organizations should aim for two to three posts a day.
  • Interact with your followers. Like their comments. Thank them when they make a donation or say something nice.

LINKS:

• Humane Network's team 
• Leadership recommendation: “Managing Yourself to Better Lead Others” (article) by Jo Anne Preston
• “Lead the Way in Five Minutes a Day: Sparking High Performance in Yourself and Your Team" (book) by Jo Anne Preston 

GUEST: Scott Giacoppo. Scott is the Director of National Shelter Outreach for Best Friends Animal Society and oversees the development of lifesaving efficacy and sustainability for animal welfare partners across the U.S. Prior to Best Friends, Scott was president of NACA – the National Animal Care & Control Association – as well as chief of Animal Field Services for the District of Columbia for 10 years, overseeing all animal control and cruelty investigations team members for Humane Rescue Alliance. He began his animal protection career with the Massachusetts Society for the Prevention of Cruelty to Animals as the Special State Police Officer for Cruelty Investigations. 

MAIN QUESTION: How can leaders and managers get staff and public buy-in for return-to-field programs?

TAKEAWAYS:

• Removing cats doesn’t work, never has and never will. Removing a cat is not serving the community; it’s clearing a call log. It only solves the problem for a few weeks at most, as new cats will invariably move in to fill the void. 
• Give your team all the information they need to fully understand why RTF is a better approach, how it works in other communities and why the old way is not effective.
• Some staff may be resistant to change because they don’t want to face the fact that they’ve been doing something that doesn’t work or because doing something new that goes against the way they have always done it can be scary.
• When someone calls to have cat picked up, that’s when the discussion about RTF should start. Explain that:
• Removing cats isn’t effective, as another cat will show up to fill the niche.
• Getting the cat fixed, vaccinated and returned decreases nuisance behavior, including spraying, yowling and fighting as well as preventing the birth of kittens. 
• Share humane ways to deter cats from their garden or yard.
• When an officer has an encounter that doesn’t work out well, talk it through with them, asking them how it may have been handled differently and offering suggestions. 

LINKS:

• Best Friends Network 
• Leadership recommendation: Leadership Freak blog 

Guest: Dr. Kate Hurley. After being an animal control officer in Santa Cruz, Dr. Hurley became a veterinarian and is now director of the UC Davis Koret Shelter Medicine Program. She is co-author of the “Association of Shelter Veterinarians’ Guidelines for Standards of Care in Animal Shelters” and co-editor the textbook “Infectious Disease Management in Animal Shelters.” And along with Julie Levy, she helped launch the Million Cat Challenge, a successful campaign to save the lives of over 3 million cats in North American animal shelters.

Main question: Why should shelters consider returning healthy, friendly free-roaming cats back to where they were found rather than always adopting them out?

Takeaways:

* A main mission of shelters is to reunite pets with their original families – and cats are 10 to 50 times more likely to be reunited if they are in the area of their original home than at a shelter.

* When people bring a cat they think is lost to the shelter, get as many details as you can to see if the cat is really abandoned.

* Assess the condition of the cat to determine if the cat really needs to come into the shelter (injured, sick emaciated or basically healthy).

* Scan the cat for a microchip to see if you can identify and contact the cat’s person.

* By not taking in as many healthy friendly cats, shelters can spend more time finding good homes for cats who have been traditionally harder to place.

* Cats disproportionately come to shelters from lower income or marginalized communities. Spaying and neutering and vaccinating cats who have been brought to the shelter and bringing them back rather than adopting them out to people in more well-off areas is a great way to make a connection with underserved communities and to demonstrate you value and trust them as pet caregivers.

* Increase communication with your community about alternatives to try first before taking the cat to the shelter (talking with neighbors, posting the cat on Nextdoor, looking for lost cat postings there and on Facebook, etc.), in part because they become at increased risk of stress-caused illnesses.

Links:

- Million Cat Challenge 

- UC Davis Koret Shelter Medicine Program 

Leadership recommendation: “Serving Your Donors Means Asking" by Veritus Group 

Recorded January 28, 2021

• A leader or manager should get involved with a staff conflict if it starts to get in the way of work getting done, goals of the organization, or team relationships. Consider the consequences of not dealing with the situation.
• The ultimate goal is to find common ground among the individuals concerned that you can then build a solution on.
• Sit down with the individuals involved and try to understand the whole picture, knowing that there may be more going on than just the surface conflict. Don’t make assumptions; ask the people involved what is creating this issue.
• When emotions are high, one way to ratchet down the tension is to show empathy, convey you understand how they feel, and reflect back what you've heard from them.
• Conflict is not something to fear. When differences can be expressed and discussed respectfully, conflict can be a healthy part of an organization’s culture that leads to better brainstorming, plans, solutions, and relationships.
• Conflict can sometimes be prevented by setting clear expectations. Having job descriptions, processes and checklists in place, as well as reinforcing the mission and  expectations verbally, can help keep people pulling in the same direction.

• Humane Network (website)
• Leadership recommendation: “How I Manage My Time - 10 Time Management Tips" by Ali Abdaal (video) 

GUEST: Stacy LeBaron is the host of a weekly podcast called the Community Cats Podcast, where she interviews nationally and internationally renowned experts about cats and cat welfare. She was president of the Merrimack River Feline Rescue Society in Massachusetts and is a member of the Shelter Medicine Committee at the Cummings School of Veterinary Medicine at Tufts University, plus she is involved in a number of cat organizations.

MAIN QUESTION: What new technological solutions and innovations can help animal organizations?

TAKEAWAYS:

• The time for change is when you are the bottleneck.
• If you can understand your smartphone, Facebook or Zoom calls, you can handle most of these new technologies so there’s no need to be intimidated. If you're not sure how to use it, ask for help from friends, family, or colleagues.
• There are technological solutions for nearly every problem: time management, fundraising, scheduling social media, office management, adoptions, fostering, and more. See many of them listed below in the links

LINKS:

• Data
  • Airtable (relational database/super spreadsheet; for example used to track food pantries, adoptions, fosters)
  • CatStats (colony management)
• Organizational
  • Crew (used by neonatal kitten rescue to connect fosters and works for any team to unify communications and streamline scheduling)
  • Top Tracker (time management tracker)
• Fundraising
  • Bloomerang (donor management)
  • GivingGrid (free online fundraising)
  • GoGo Photo Contest (donate-to-vote contest software)
  • Little Green Light (donor management)
  • Virtuous (donor management – donor journeys)
• Social media management 
  • Buffer
  • Tailwind
  • SocialPilot
• Adoptions
  • Petfinder
  • Adopt-A-Pet
• Books
  • “Deep Work" by Cal Newport
  • “Work Without Walls: An Executive’s Guide To Attention Management, Productivity, and the Future of Work" by Maura Nevel Thomas
• Other
  • Stacy LeBaron: Community Cats Podcast 
  • Doobert (animal transport coordination, plus help with rescue videos and fundraising)
  • Maddie’s Pet Forum technology group 
  • Leadership recommendation: “How to Pitch a Nonprofit Story to the Media"
  • Shelter Success Simplified podcast on "How to Get Media Attention for Your Organization"

Recorded July 28, 2020.

GUEST: Stacy LeBaron hosts a weekly podcast called the Community Cats Podcast where she interviews nationally and internationally renowned experts about cats and cat welfare. She also served for 16 years as president of the Merrimack River Feline Rescue Society, assisting more than 105,000 cats and kittens in and around Salisbury, Massachusetts. Stacy is a current member of the Shelter Medicine Committee at the Cummings School of Veterinary Medicine at Tufts University, an adviser to the Massachusetts Animal Coalition (MAC), Vice President of the Board for PAWSitive Pantry in Vermont, and committee member for HubCats Chelsea. Stacy also facilitates two smaller coalitions in Massachusetts, the Boston Homeless Cats group and Merrimack Valley Partnership.

MAIN QUESTION: What steps do you recommend to revive an organization that has become stagnant or inactive?

TAKEAWAYS:

• There are generally two ways to revive an organization: Reinvigorate the passion of existing people, or allow the organization to start a new life with new leadership or management. Stacy calls this latter “recycling the organization.”
• Identify the key challenges or weaknesses of the organization, which can usually fit into four categories:
  • Funding (lack of funding)
  • People (often lack of energy due to hard work over many years)
  • Vision (the lack of an inspiring vision or direction for the future)
  • Scalability (Issues that hinder growth or desire to stay the same)
• Figure out where you can make the biggest impact for the funding you have.
• Consider doing an assessment of the needs in your community and what other organizations are already doing – look for an unmet need to focus on.
• Consider merging with another organization.
• And consider partnering with other organizations (even outside animal welfare) this could include sharing resources such as HR, bookkeeping, and marketing.

LINKS:

• Community Cats Podcast 
• Community Cats Pyramid about how certain programs affect cat population numbers
• Stacy LeBaron on Shelter Success Simplified podcast Ep12 about tech solutions and innovations for animal groups
• Leadership recommendation: Steps for planning an animal shelter or clinic 

GUEST: Diaz Dixon is the CEO of Eddy House, a transition program for youth experiencing homelessness, and owns Performance Driven Consulting. He previously served for 14 years as the CEO of STEP2, a nonprofit helping women and children dealing with substance abuse and domestic violence. Diaz has served on the National Advisory Committee for the Robert Wood Johnson Foundation, as the Treasurer of the Nevada Smithsonian Academic Appointment Diversity and Publicity Taskforce, and as a consultant to the Cultural Competency and Diversity Network in Washington, D.C. under the Presidential New Freedom Initiative. He also teaches in the University of Nevada, Reno’s Advanced Leadership Academy, a five-month training and coaching program designed to develop and support senior leaders and key team members. And Diaz is on the executive committee of American Pets Alive’s Human Animal Support Services.

MAIN QUESTION: What advice do you have for new nonprofit leaders?

TAKEAWAYS:

* Don’t come in and point out everything that’s wrong and put in your own solutions. Build rapport and bridges with staff, create small successes to build trust, and have lots of conversations to build more trust and transparency.

* Look for three things in team members – are they hungry, humble and smart? If you're hungry, you're about the organization’s mission and trying to enhance it. If you're humble, you're a good team member and not just climbing over others on your way to the top. And if you're smart, you can problem-solve and you're willing to make mistakes and grow.

* When you're a leader, take less credit than you deserve and more blame.

* Build a positive work climate – this will help people enjoy the hard work.

* When you reach out into the community, build relationships through conversation and sharing your genuine passion for the cause.

* And check out the books “Mindset” by Carol Dweck and “Good to Great” by Jim Collins to strengthen your leadership skills.

LINKS:

* Eddy House 

* Book: "Mindset: The New Psychology of Success" by Carol Dweck 

* Book: "Good to Great: Why Some Companies Make the Leap...And Others Don't" by Jim Collins

* Leadership recommendation: TechSoup 

GUEST: Elkie Wills is the senior director of community engagement at San Diego Humane Society, where she has held a number of positions over the past 11 years. She was also community outreach coordinator at Humane Society of Yuma, Arizona.

MAIN QUESTION: What can organizations do to successfully engage their communities virtually?

TAKEAWAYS:

• It’s important to keep in touch with donors and supporters especially when in-person meetings and events are not possible during the pandemic. Virtual communications can fill this gap.
• Your organization can reach as many people or more with virtual programs than with in-person ones.
• Virtual programs allow flexibility to try a wider range of topics with a wider range of guests. And people can participate in the program from anywhere, increasing your potential audience.
• Adults can be an important virtual audience, even more than kids.
• Virtual tours with a limit on attendance can be a great way to make a strong connection with supporters. Supporters can view areas that may otherwise be off limits, such as surgical suites, and they can get up close with animals who might otherwise be shy around crowds.

LINKS:

• San Diego Humane Society
• Canva — for creating professional designs, including video presentations
• StreamYard — for improving live streaming events such as on Facebook Live
• Convio — for online fundraising
• Leadership recommendation: Mail-Tester.com

GUEST: Scott Giacoppo. Scott is the Director of National Shelter Outreach for Best Friends Animal Society and oversees the development of lifesaving efficacy and sustainability for animal welfare partners across the U.S. Prior to Best Friends, Scott was president of NACA – the National Animal Care & Control Association – as well as chief of Animal Field Services for the District of Columbia for 10 years, overseeing all animal control and cruelty investigations team members for Humane Rescue Alliance. He began his animal protection career with the Massachusetts Society for the Prevention of Cruelty to Animals as the Special State Police Officer for Cruelty Investigations. 

MAIN QUESTION: What are the common issues you find when doing organizational assessments of animal organizations around the country?

TAKEAWAYS:

The two most common challenges to successfully implementing a program are internal communication and training. Scott shared tips on both:

1. Communication:

• Often when leadership decides to pursue a new program, by the time it trickles down to the frontline staff implementing it, the why is lost so staff members revert to doing what they know. 
• Hold productive meetings that include explaining:
• Why the new program works, including a few examples from other places where it has helped and
• How the program is to be implemented. 
• Create a culture of two-way communication, where people are encouraged to ask questions if they don’t understand.  

2. Training

• Make training a priority. Investing time in training improves performance and increases staff retention.  
• Schedule time to do it as a group. Watch a webinar together and discuss it, or schedule time to discuss assigned reading material. 
• Engage staff in how a program is implemented – as this increases their buy in.
• For training resources check out the Best Friends Network Partners page – there’s a link in the show notes.

Scott also talked how frequently leaders and managers assume that things are going well and are unaware of issues. He suggested three ways to know what’s actually happening:

• Schedule time to routinely get out of your office and walk around and observe how things are being done and talk with your team. 
• Plan an annual assessment – this could be a self-assessment or one conducted by consultants. 
• Secret shopping your shelter: Call your own organization and ask a question to see how well (or not so well) your staff is doing helping people. Send a friend in to adopt a pet and have them tell you about the experience.

LINKS:

Best Friends Network  

Leadership recommendations: "The Way We Think About Charity Is Dead Wrong" (TED Talk video and blog post)

Guest: Becky Robison is President and Founder of Alley Cat Allies. Becky founded Alley Cat Allies in 1990 and has since played a leading role in the growth of Trap-Neuter-Return into the mainstream approach for outdoor cats. Her book, “The Evolution of the Cat Revolution,” documents 25 years of pioneering efforts to revolutionize the way cats are treated in the United States.

Main question: What do shelter leaders need to know and do to support their organizations' TNR programs?

Takeaways:

* Be confident in your organization’s support of TNR. Don’t apologize for it – it is the most effective and humane way to stabilize and manage outdoor cat populations. It’s the right thing to do by the cats, and communities at large overwhelmingly prefer it to killing cats.

* TNR’s effectiveness has been proven - it works because removing cats merely allows new cats to move into the same area. Your organization may even have data showing its benefits in your own community and/or data showing that previous trap-kill programs did not work.

* People are contacting your organization about this issue because you are the animal welfare or cat experts in your community. Create a script for training new staff and to ensure consistent messaging.

* When someone calls to express concern about TNR, ask questions to understand why they are calling – some people will be concerned about the welfare of the cats and need reassurance. Others will have a specific issue you can address with specific advice that will minimize or eliminate their specific issue.

* Your organization shouldn’t loan out traps to people who use them to remove cats.

* When doing TNR in a specific neighborhood, you may want to use doorhangers to communicate with local residents about trapping plans. You can buy pre-made TNR door hangers and find many free resources you can print yourself at AlleyCat.org.

Links:

* Alley Cat Allies: https://www.alleycat.org

* Alley Cat Allies' brochures, pamphlets, door hangers, and more to educate the public about TNR: https://alley-cat-allies.myshopify.com/collections/community-relations

* Download resource documents your organization can use to address concerns about community cats:

* Addressing Common Concerns About Outdoor Cats - One-Page Solutions https://2917dbb3-64ed-41ad-a761-74ecc505ac66.filesusr.com/ugd/b03e13_32fc512816604938be9ba9fd21ecdebb.docx?dn=Addressing%20Common%20Concerns%20About%20Outdoor

* Cats in the Neighborhood FAQ - for sharing with concerned neighbors https://2917dbb3-64ed-41ad-a761-74ecc505ac66.filesusr.com/ugd/b03e13_f4bbc99e8fe74ccb82c8a20d15953973.docx?dn=Cats%20in%20the%20Neighborhood%20FAQ%20-%20for%20shari

* Conflict Resolution Tips for Community Cat Disputes https://2917dbb3-64ed-41ad-a761-74ecc505ac66.filesusr.com/ugd/b03e13_2a8d1f1aadc54103b9e73669503ea62c.docx?dn=Resolving%20Neighbor%20disputes%20-%20for%20caregi

* Resolving Neighbor Disputes - solutions to common concerns https://2917dbb3-64ed-41ad-a761-74ecc505ac66.filesusr.com/ugd/b03e13_fe94be975197489cb9ba9f5ebf33ebf7.docx?dn=Resolving%20Neighbor%20disputes%20-%20for%20caregi

* Leadership recommendation: Dan Heath's video "How to Write a Mission Statement That Doesn't Suck" https://www.youtube.com/watch?v=LJhG3HZ7b4o

Recorded Dec. 10, 2020

Guest: Denise Stevens, CEO of the nonprofit, low-cost Options Veterinary Care clinic in Reno. She is also the former chief operations officer at SPCA of Northern Nevada as well as Nevada Humane Society. And she is also co-founder of the original community cats organization called Community Cats.

Main question: When a shelter gets full, what are the best ways to get the population down fairly quickly and what are the best ways to keep it from happening again?

Links:

* Options Veterinary Care

* Bonney's recommendation: "We Should Aim for Perfection - And Stop Fearing Failure" TED Talk by Jon Bowers

Recorded pre-COVID.

This trailer for the Shelter Success Simplified podcast gives a short preview of what to expect in this podcast, which is specifically designed for sheltering, rescue and animal welfare professionals, as well as those eager to learn more about the field. We will provide tips and information that will help simplify your complex work and help you be more successful with less stress.

You can "like" the Shelter Success Simplified podcast's Facebook page to be notified of new episodes and connect with others who work in animal welfare.

GUEST: Anne Lindsay founded the Massachusetts Animal Coalition (MAC) in 2000. In addition to spending 12 years on the management team at a large shelter, Anne is a past president of the board of the New England Federation of Humane Societies and is a current board member of both MAC and the State of Massachusetts Animal Response Team (SMART). In 2010, Anne earned a master’s degree in counseling psychology and has consulted with states, smaller communities, and individual shelters.

MAIN QUESTION: What can individuals do to prevent compassion fatigue in the first place and how can we talk to people dealing with it now?

TAKEAWAYS

* Burnout is related to your job, and you can be burned out at any job. Compassion fatigue is about being overwhelmed by what’s happening to others, such as animals. People in animal welfare often can be both burned out and suffering from compassion fatigue.

* People with their own histories of trauma can be especially susceptible to compassion fatigue.

* It’s important to seek out people who can be a support system – not a group of people who feed off complaints.

* Reframe your thinking by focusing on what is good and meaningful in your work, and perhaps find an area that you can specialize in or excel at that uses your talent and brain power.

* We each have an ethical responsibility to take care of ourselves, to be healthy mentally and physically, because if we fail, those we care for will not receive the help they need.

LINKS

* Massachusetts Animal Coalition

* State of Massachusetts Animal Response Team 

* Leadership recommendation: “What great fundraising CEOs are doing to raise their fundraising game”

GUEST: Dr. Cindi Delany is a supervising shelter veterinarian in the UC Davis Koret Shelter Medicine Program, was the supervising shelter veterinarian at Yolo County (California) Animal Services for nine years, and is executive director of the nonprofit California Animal Shelter Friends. She has extensive experience in emergency care in animal shelters, high-volume spay/neuter, foster programs, and the use of technology and statistics in improving outcomes for animals.

MAIN QUESTION: What can organizations do to keep animals from coming into shelters in the first place?

TAKEAWAYS:

* Time in a shelter is stressful for animals, anything we can do to reduce time spent there is beneficial to the animals. Providing support services to keep pets in homes and making return-to-owner processes easier and friendlier are two examples.

* Having fewer animals in the shelter reduces the risk of disease transmission and allows you to put more time and resources into helping animals who truly need to be there or need special assistance.

* The cost of taking in an animal is generally more expensive than helping keep that same animal in their original home, whether it’s providing food, medicine, veterinary treatment, or help with a rental pet deposit.

* It doesn’t require more resources, instead you are shifting resources from caring for animals in the shelter to helping keep animals with their original families.

*Start by looking at data to understand what animals are coming in and why.

LINKS:

• * Shelter Med Portal, with lots of resources on shelter medicine 
• * UC Davis Koret Shelter Medicine Program 
• * Leadership recommendation: PDF booklet by NextAfter titled: “5 Online Fundraising Habits to Quit in 2021”
• * NextAfter https://www.nextafter.com

MAIN QUESTION What can an organization leader do to support their team with compassion fatigue and burnout?

GUEST: Linda Harper is a Licensed Clinical Psychologist and a partner in Consultants in Applied Psychology, specializing in cumulative grief, compassion fatigue and burnout. She is a consultant for the Chicago Veterinary Medical Association and a facilitator for its WINGS Pet Loss Support Group. She is also the author of four books including “The Power of Joy in Giving to Animals.”

TAKEAWAYS

* Compassion fatigue can affect people in different ways, but the symptoms generally appear in three places: the body, the mind, and the soul, which Dr. Harper refers to as your innermost essence.

    ~ Compassion fatigue in the body can manifest as generalized aches and pains, exhaustion, or getting sick frequently.

    ~ In the mind, it reveals itself by negativity, crabbiness, being on edge. Or being sad, or more judgmental.

    ~ In the soul, the big sign is an inability to enjoy life or escaping into food or drink.

* Take a proactive approach to compassion fatigue and burnout that includes everybody, not just the one or two you notice are struggling. The truth is everybody is struggling because animal welfare is hard on the heart and grief can build cumulatively.

* Leaders need to embrace the idea that there must be self-care and self-compassion to having a successful, healthy organization. To do this, leaders can:

    ~ Model healthy behavior by taking time for themselves and not being a martyr.

    ~ Set limits such as not overburdening staff.

    ~ Make self-care part of the organization’s values and practices – such as requiring that staff takes breaks and days off.

    ~ Appoint someone to make sure staff feels valued, understood and supported –like a safety monitor except for joy and balance. That person can be the go-to for resources for staff.

LINKS

* Dr. Linda Harper's website: https://www.drlindaharper.com

* Book: "The Power of Joy in Giving to Animals" by Linda Harper with foreward by Faith Maloney

* Webinar: "Compassionate Lifesaving: Taking Care of You and Your Team to Save More Animals" — Part 1 and Part 2

* Leadership recommendation: Canva 

Recorded March 11, 2021

Guest: Cristie Kamiya is the Chief of Shelter Medicine at Humane Society Silicon Valley. She has worked as a shelter veterinarian in humane societies, municipal shelters, and rescues in the Denver–Boulder areas of Colorado, the greater Phoenix metro area of Arizona, and Northern California. She also completed a 3-year intensive residency-training program in shelter medicine from the University of California-Davis’ School of Veterinary Medicine. In addition to having a Doctor of Veterinary Medicine degree, she also earned a Master of Business Administration degree from Colorado State University.

Main question: How has your organization addressed foster care challenges during COVID-19?

Takeaways:

* The pandemic (any new challenge) comes with a silver lining. It provides an opportunity to improve programs and services.

* Veterinary care for foster animals can become more efficient through the use of electronic questionnaires and video consultations – these cut down on in-person visits, save time and enable you to serve more animals and foster caregivers.

* BEFORE seeking a solution, making a plan or asking for more volunteers, be sure to get clear on exactly what you are trying to accomplish.

Links:

* Humane Society Silicon Valley https://www.hssv.org

* Webinar on "Scaling High Quality, High Volume Foster Care in Times of Crisis" with Cristie Kamiya https://learning.theaawa.org/p/sheltermed-9-16-20

* Recommendation: "Inside the mind of a master procrastinator" - TED Talk by Tim Urban https://www.ted.com/talks/tim_urban_inside_the_mind_of_a_master_procrastinator

Recorded Sept. 15, 2020

GUEST: Shyanne Schull is the director of Washoe County Regional Animal Services in Reno, Nevada, where there is an average annual intake of 13,000 animals with a 40% Return-To-Owner rate over a 10-year average. Before that she was director of Kern County Animal Services in California. In her 22-year career in animal welfare, she has worked in a variety of animal services roles, including kennel worker, dispatcher, officer, shelter manager, and director. She also has a degree in animal sciences from California Polytechnic State University.

MAIN QUESTION: How can shelters and animal services agencies develop robust Return-to-Owner programs?

TAKEAWAYS:

• Make microchips free or low-cost and easy to get. A $5 microchip is much cheaper than caring for a pet at the shelter for even a day.
• Upload registration information for people at the time they get the microchip so that they don’t have to do it, as many people neglect this next step. 
• Get scanners and laptops or tablets for officers to use in the field so they can take animals who have microchips straight home without ever having to go back to the shelter.
• Take photos of animals out in the field and get them online as quickly as possible, updating your found-pets site frequently so that people can claim their pets sooner and the animals spend less time in the shelter.
• Share reunification stories everywhere you can, through the news media as well as social media, so that people understand the importance of programs to get pets back home.
• Track and share data, such as how many animals were returned in the field as opposed to returned from the shelter and how many were returned because of a microchip.

LINKS:

• Washoe County Regional Animal Services https://www.washoecounty.us/animal/index.php
• Shyanne Schull's email sschull@washoecounty.us
• Leadership recommendation: Your Thriving Nonprofit Facebook group https://www.facebook.com/groups/535957226792368

Guest: Chelsea Staley joined the Petco Foundation team as the Director of Lifesaving in May 2020. Chelsea oversees the Foundation’s grants team and supports animal welfare organizations nationwide. Before joining the Foundation, Chelsea served as the Executive Director of Kanawha-Charleston Humane Association in West Virginia. She also has an MBA from the University of Charleston.

Main question: What do grant funders look for in grant applications?

Takeaways:

* If you have never written a grant before, there is no need to be intimidated. Experience is not essential for writing a successful grant.

* You don’t need to be invited to apply for grants. Major funders often have grant cycles, and you can learn about these application due dates on their websites.

* Each grant maker has their own areas of focus. Tailor your request to each foundation. Read the instructions carefully and follow them.

* Petco Foundation bases grant decisions on an organization’s data. They look at annual budget, animals handled and those saved with the resources you have. They will work with you if you've got a commitment to lifesaving.

* Be a great partner with funders. If they call you, call back right away. Write the follow-up report on time. If acknowledgment of the funder is requested, comply on a timely basis. If the foundation has initiatives they want recipients to support, an adoption event for example, enthusiastically participate.

Links:

* Petco Foundation 

* Recommendation: ASPCA DIY Pinterest board for shelters and rescue groups 

Recorded Sept. 22, 2020

GUEST: Amber Sitko founded All About Animals Rescue in 2005, the largest spay/neuter and wellness care provider in Michigan, reaching more than 75,000 cats and dogs each year with care. She created the first comprehensive TNR/SNR program of its kind in Michigan training over 3,000 people how to TNR. Amber is a cloud architect with Microsoft and has an MBA from Wayne State University.

MAIN QUESTION: What should great customer service look like for animal welfare organizations — and what are some tips for achieving it?

TAKEAWAYS:

• Great customer service starts with leadership and management.
• Plan to be open when it is most convenient for the people you're trying to reach with your mission to access your services rather than what is most convenient for your staff. For example, Saturdays are good days to offer services as are Mondays because many people in service industries are off Mondays.
• If you are trying to reach people with fewer resources or seniors who may not be tech savvy, then create walk-in times rather than requiring appointments for vaccines and wellness care — simpler services they are most likely to need.
• If you hear about a bad customer experience, always thank them for bringing it to your attention because otherwise you may not know. Apologize – even if you think they are wrong. When warranted, offer them something beyond an apology such as free services. This brings them back and gives you a chance to make a better second impression.
• Hire managers and team leads who can lead by example with good customer service skills. Have managers spend some time working alongside frontline staff. This allows them to make course corrections when they see corners being cut or new rules being created that don’t fit with your mission or desired organization culture — it’s a great way to keep things on track.

LINKS:

• All About Animals Rescue 
• Leadership recommendation on an article from Best Friends Animal Society titled "How to Start a Rescue or Other Animal Nonprofit"

GUESTS: Bonney Brown is Humane Network president and Shelter Success Simplified podcast co-host and was executive director at Nevada Humane Society, National Campaign Director for Alley Cat Allies, and COO at Best Friends Animal Society. Diane Blankenburg is Humane Network CEO and was community programs and development director at Nevada Humane Society and network director at Best Friends Animal Society.

MAIN QUESTION: Why is continuing education so important in animal welfare?

TAKEAWAYS:

• Continuing education benefits you and can benefit your team in many ways:
  • Makes the most of your time by providing both curated information as well as feedback and experience.
  • Helps you create a professional network with other students and leaders in the field.
  • Bolsters your resume for advancement.
  • Provides CAWA CE credits.
• Animal organizations are increasingly looking for certified education or training when hiring managers and leaders.
• Sending staff to receive certified education in animal welfare can be part of your succession planning and grooming people for advancement.

LINKS:

• Starting May 24: University of the Pacific Shelter Management Certificate Program details 
• University of the Pacific Shelter Management Certificate Program direct signup
• University of the Pacific Animal Shelter Behavioral Management Certificate Course details
• University of Florida Professional Certificate in Shelter Medicine Online
• Best Friends Animal Society and Southern Utah University Partnership Programs 

Guest: Chris Roy is a technology guy by day, and the founder of Doobert at night and on weekends. Doobert helps you help animals and is the only software that organizes transport, and the only foster management platform allowing you to send and receive texts with fosters. 

Main question: What technology solutions are there for organizations that find themselves with greatly expanded foster care programs?

Takeaways:

* A new app called FosterSpace by Doobert is a texting-based solution for communicating with foster caregivers individually and en masse, such as for sending scheduled or one-off messages to just dog fosters or just neonatal kitten fosters

* Email is not a good enough system for communicating with fosters because not all of them sit in front of a computer but almost all have smartphones, plus FosterSpace syncs with existing shelter management software.

* FosterSpace allows fosters to post pictures, videos and updates on animals in their care (with organization oversight) and helps promote them on social media, saving time and effort on the organization side, tracking down updates.

* RescueTube is another Doobert app that makes it easier to transfer videos shot by volunteers and staff from their phones to the organization for use on social media and for donor solicitations. It also helps animal control officers send videos from their investigations more simply.

Links:

* Doobert

* FosterSpace

* RescueTUBE

* Leadership recommendation: "What I learned from 100 days of rejection" TED Talk by Jia Jiang 

Recorded October 22, 2020

Guest: Kim Klein, author of “Fundraising for Social Change” and an internationally known trainer and speaker. She is also author of “Reliable Fundraising in Unreliable Times,” which won the McAdam Book Award.

Main question: “What are the best ways to turn small donors into bigger donors?”

Takeaways:

1. Fundraising is about building relationships – you don’t just want a donation; you want a donor.

As part of building relationships, remember – don’t always tell about your organization’s work, ask about them and their interests – learn about what matters most to them. Communication is a two-way street.

Create a team of skilled volunteers to help build relationships with donors. They can make thank-you calls, send thank you notes, document donor information, and help develop a relationship between donors and your organization.

2. Keep in mind that someone’s first donation is generally about one-tenth of the maximum they could give you.

3. Ask – 65% of adults make charitable gifts, but only when they are asked. So, let go of that fear of asking because some organization is going to get that person’s money, and it could be your organization!

Links:

* Klein and Roth Consulting

* Mark's recommendation: Harvard Business Review's Management Tip of the Day signup

* Comment and ask questions on the podcast's Facebook page

Recorded pre-COVID.

Guest: Diane Blankenburg, CEO and Co-Founder of Humane Network. She was also Community Programs & Development Director for Nevada Humane Society, Katrina Rescue and Recovery Director for Alley Cat Allies, and Network Director for Best Friends Animal Society.

Main question: “Our organization struggles to get everyone on the same page. We do not function as a team. Many people are doing their own thing in their own way. Can you help us?”

Takeaways:

* Communicate clear expectations – make sure you have a clear mission with clear goals that are communicated well, often and through multiple channels to staff. Each department and each individual needs to understand their responsibilities and have clear expectations for performance that are linked to the high-level organizational goals.
 
* Monitor progress – measure results at the individual, department and organization level, give feedback, and make adjustments as you go. Don’t wait for an annual performance review to give feedback.
 
* Reward good performance. Be on the lookout for people doing things right. Also keep in mind that not addressing and following up on inappropriate behavior can seem like a reward.

Links:

* Checklist: Shelter walk-through

* Checklist: How to make your shelter a welcoming place

* Mark's recommendation: FollowUpThen email productivity tool

* Comment on the podcast's Facebook page

Recorded pre-COVID.

Guest: Kelley Bollen, a Certified Animal Behavior Consultant with a master’s degree in Animal Behavior.

Main question: What are the best ways to add enrichment to the lives of animals in a shelter?

Takeaways:

• Design an enrichment program that includes the different types of enrichment – social, sensory, physical and mental stimulation – for the dogs, cats, and other animals in your shelter.
• Schedule and track enrichment on a white board so you can be sure it’s happening every day.
• Engage volunteers in helping to make sure that enrichment is happening for the animals. Staff can get busy, and so volunteers can be a great asset in making sure enrichment is happening.

Links:

* Kelley Bollen Consulting

* Alive & Thriving animal behavior program for shelters

* Bonney's recommendation: The Goodman Center

* Comment on the podcast's Facebook page

Recorded pre-COVID.

GUEST: Mark Robison has been president of CockadoodleMoo Farm Animal Sanctuary for more than 14 years. He is also Senior Consultant at Humane Network and Communications Manager for Options Veterinary Care, a nonprofit clinic. Mark was a journalist for more than 25 years in Stockton, California; Little Rock, Arkansas; and for most of his career at the main newspaper in Reno, the Gazette-Journal

MAIN QUESTION: How should nonprofit animal organizations handle negative reviews, critics on social media posts, and critical investigative reporters?

TAKEAWAYS:

• Respond to all online reviews, including the positive ones.
• Make sure that the person responding to negative reviews understands the big picture and can write clearly and concisely. This person may be you – or you might want to approve responses to negative reviews before they go out. Remember that the response is not just to this individual, but to everyone who will come across the review.
• Respond seriously to criticism, even when it’s unfounded. Express understanding for critics’ concerns. 
• Cultivate supporters on social media by regularly liking their comments and responding to their praise and questions quickly. Be transparent and get ahead of criticisms so that your fans understand the issues and background.
• Hide comments by trolls, and respond fully to people who seem genuine in their concerns. Your main audience is not so much the critic as it is everyone else who might come across the complaint. This will give talking points for your fans so they can respond on your behalf wherever they encounter critics in the future. 
• Don’t take journalistic investigations personally and don’t stonewall or be defensive. Express solidarity with their desire to inform the community and do right by supporters. Being open and honest will often defuse a reporter’s concerns before a situation blows up. 

LINKS:

• Humane Network — website
• CockadoodleMoo Farm Animal Sanctuary — Facebook page
• Options Veterinary Care — website
• Leadership recommendation (article): “Managers: Compassion and Accountability Aren’t Mutually Exclusive" by Amy Gallo for Harvard Business Review

GUEST: Brandy Kuentzel is Senior Vice President and General Counsel at the San Francisco SPCA. Prior to joining the San Francisco SPCA, Brandy worked as a corporate attorney and emerged as winner of the 10th season of NBC’s reality competition series “The Apprentice.” And she earned a J.D. from the University of Chicago Law School.

MAIN QUESTIONS: What it is veterinary telemedicine and why should animal welfare groups have it on their radars?

TAKEAWAYS:

• Veterinary telemedicine is when a veterinarian interacts with a patient remotely rather than hands-on, such as through a video connection or talking with the owner by phone.
• Telemedicine can be an important part of community-based sheltering efforts that keep animals out of shelters and with their families by improving access to veterinary care.
• Many animals would benefit from telemedicine including those who get overly stressed going to the vet; those in rural areas who must travel long distances; and those whose people have limited mobility, transportation challenges, logistical difficulties with childcare or work schedules.
• Veterinary telemedicine is currently legal in only a few places, but a lawsuit currently going through the courts in California may set a national precedent.
• A common criticism is that animals cannot speak for themselves, but there is a double-standard with human telemedicine that allows doctors to interact remotely with parents of infants and non-verbal patients. Opposition to telemedicine often assumes that veterinarians are incapable of telling whether an animal needs to be seen in person or can safely be diagnosed remotely.
• Recent experiences with the pandemic have shown the benefits and successes of medical care accessed remotely.

LINKS:

• San Francisco SPCA 
• San Francisco SPCA's Shelter PALS program for policy and legal services 
• Leadership recommendation: Harvard Business Review article by Nancy Duarte titled “Good Leadership Is About Communicating Why" 

Guest: Kelley Bollen is a Certified Animal Behavior Consultant with a master’s degree in Animal Behavior who has worked in the field of companion animal behavior for twenty years. She is the Owner and Principal Consultant for Kelley Bollen Consulting, LLC – an animal behavior consulting business. Kelley consults with animal shelters across the country on the design and implementation of comprehensive behavior programs to improve the welfare of the animals, including through Humane Network’s Alive & Thriving animal behavior training program for shelter and clinic staff.

Main question: What safe-handling tips for animals should shelter and clinic staff be aware of?

Takeaways:

* Never open the car door until you are sure the cat is in a carrier. Hold the carrier in both arms to avoid turbulence and to guard against integrity problems with the carrier’s handle or bolts. This is especially important when bringing an animal to and from the car.

* When getting a dog out of a car, make sure the dog is leashed before the car door is opened. You can have the owner get the dog out of the car and walk with you to the door (keeping 6’ apart) – especially helpful if the dog is fearful or agitated. To reduce stress you can offer treats, avoid making eye contact with the dog, and turn your body sideways to the dog.

* When handling cats:
  * Gentle or loose restraint is best. Cats are more relaxed if they have four feet on a surface.
  * Support the cat’s body when lifting them; never carry a cat by the scruff.
  * If a cat is hard to handle, use a towel.

* When handling dogs
  * If the dog is wiggly, a firm hold is calming to many dogs
  * Distracting dogs with food such as a spoonful of peanut butter or cat food can make them easier to handle.

Kelley included advice for harder to handle dogs, so we recommend giving the podcast a full listen for more on that.

Links:

* KelleyBollen.com 

* Kelley Bollen's Alive & Thriving shelter/clinic animal behavior training program for staff 

* Dr. Sophia Yin's humane handling techniques with a towel 

* Leadership recommendation: “How to Make a Grant Proposal to a Small Family Foundation” 

Recorded Oct. 13, 2020

GUEST: Dr. Jennifer Conrad is the founder of The Paw Project, which educates the public about the painful and crippling effects of feline declawing and actively advocates to legally ban declawing at the community and state level. She is currently working in Southern California with nonprofit wildlife sanctuaries for unwanted and abused animals and administering her own company, Vet to the (Real) Stars, which provides humane veterinary care to animals appearing in television and movies. Dr. Conrad has spent more than two decades working on six continents to protect and improve the lives of wild animals. She is a graduate of the UC Davis School of Veterinary Medicine and is a member of the American Veterinary Medicine Association, the American Association of Zoo Veterinarians, and the European Association of Zoo and Wildlife Veterinarians.

MAIN QUESTION: What can animal welfare organizations do to make sure efforts to ban declawing of cats are successful?

TAKEAWAYS:

* If you would like to see legislation banning declawing in your state or community, be sure to reach out to the team at Paw Project – Pawproject.org – which can help you with airtight language for your proposal. This is important because it’s easy to have proposed legislation get amended with exceptions that make it worse than no new legislation at all. It’s better to kill such bills than let them be passed, where they could enshrine into law the practices you are trying to end.

* State veterinary medical associations tend to be the only ones to oppose declawing bans. They are trade organizations concerned primarily with the financial wellbeing of businesses, not with what’s best for the animals.

* Veterinary medical associations have pushed a number of myths and outright lies. These include:

    ~ Myth: Declawing is necessary to protect babies and seniors with thin skin from being scratched. The truth is that declawing makes cats far more likely to bite. A cat scratch is a relatively minor issue but a bite can be much more serious because they more easily lead to infection. For this reason, the CDC does not recommend the declawing of cats to protect human health.

    ~ Myth: If declawing it not available, cats will be dumped at shelters by people in even greater numbers. This can be demonstrated as untrue in two ways. First, nearly all animal shelters oppose the declawing of cats because they know it results in behavioral issues such as urinating outside the litter box and biting – that really are common causes for cat surrenders to shelters. Second, the documented results of declaw bans show that shelter admissions decline after the practice of declawing is eliminated in a community.

* The best thing animal shelters and rescues can do to support a proposed ban in your state is to write a letter in support of banning declawing on your own organization's letterhead and send it to the legislators – including the bill sponsors. Such letters are used in the “bill analysis” when legislators first see the proposal. It demonstrates support to legislators that makes it more likely they will back the legislation.

LINKS:

* The Paw Project or email info@pawproject.org

* For Nevada residents to comment on proposed declaw legislation:

    ~ Select bill AB209 https://www.leg.state.nv.us/App/Opinions/81st2021

    ~ Email the bill's sponsor Assemblywoman Susan Martinez with "AB209 SUPPORT" in the subject line at Susan.Martinez@asm.state.nv.us

* Leadership recommendation: Future Fundraising Now blog and newsletter

GUEST: Marc Peralta is chief program officer at Best Friends Animal Society. Prior to this position, he served in a number of other key roles at Best Friends, including senior director of National No-Kill-Advancement and senior director for Best Friends in Los Angeles. Marc also served as vice president and chief operating officer at the Pennsylvania SPCA and was a member of the board of directors for the Animal Care and Control Team of Philadelphia. And he was animal care manager at the Nevada Humane Society in Reno, Nevada, and the Humane Society of the Pikes Peak Region in Colorado Springs, Colorado.

MAIN QUESTION: What advice do you have for shelters struggling with summer surges in pet populations?

TAKEAWAYS:

• If you're in the thick of a surge in admissions, here are some strategies to help:
  • Identify specific shelter populations who need help and find creative ways to lower adoption prices and market them for adoption.
  • Try pop-up adoption events, or adopting pets out at community events.
  • Branch out to NextDoor and other social media platforms beyond Facebook.
  • Create a specific call to action and pitch it to your local news media (TV, newspapers and radio) such as how the shelter has many cats and dogs in need of homes now – so if you can adopt, please reach out or come in to adopt now. If you have an overabundance of a certain shelter population (kittens, black dogs, adult cats), and need adopters now, share that with the media.
  • Have volunteers put up adoption promo fliers around town. It may sound old-fashioned, but getting volunteers involved in this way can work!
• Because peaks in animal populations entering shelters generally happen every summer – especially with cats – it’s helpful to prepare for them in late winter. Here are some ways to prepare:
  • Plan to do kitten showers in April to seek donations of kitten milk-replacer, heating pads, and kitten food so that you have what you need when the wave comes. It’s also a great time to line up and train potential foster homes.
  • Re-examine your adoption processes and try to make adoptions easy for adopters. Remove barriers to adoption and don’t rely on feelings, which can be tainted unconsciously by bias; instead talk with people and keep an open mind.
  • Make sure you have your ducks in a row with your foster program, so that there is ongoing follow-up to avoid extended lengths of stay with your organization. Create a path to adoption for all the animals in foster care.

LINKS:

• Best Friends Animal Society 
• Best Friends network partners site 
• Leadership recommendation for PR Daily e-newsletter 

Guest: Denise Deisler is CEO of Jacksonville Humane Society. She serves on Best Friends Animal Society’s No Kill 2025 steering committee and leads the Florida Lifesaving Steering Committee. She’s a member of Leadership Alive! and participates in leadership groups for Petco Foundation and Nestle Purina.

Main question: How has Jacksonville Humane Society navigated through the pandemic?

Takeaways:

* Create guidelines for your organization’s decision making. When faced with the challenge of COVID-19, Denise’s three guides at Jacksonville Humane Society were to:

    ~ Ensure the safety and health of staff and the community.

    ~ Continue the organization’s mission to safely serve the community and animals.

    ~ And keep staff employed so that they don’t have to worry and can focus on their work.

As a result, Jacksonville Humane Society changed the way they did things, but they never shut down services.

* Trust your community and your team to step up.

    ~ The staff of Jacksonville Humane Society feels justifiably proud that they carried on throughout this public health crisis.

    ~ Their community has been extremely supportive with donations as they continuously communicated about the needs.

* Build relationships in your community before you need them. Connect with local officials, government agencies, and other nonprofits well before disaster strikes.

* Make the decisions that are right for your organization and community. Stay connected in the field and listen to the information out there. But think also critically and ensure that you are not just going along with the crowd, but making the best decisions for your organization and community.

Links:

* Jacksonville Humane Society

* Leadership recommendation: Gretchen Rubin's 14 tips for holding a productive meeting

Guest: Steve Goebel is the award-winning creative director and founder of ToeShark Visual Communication, a marketing and advertising agency in Southern Nevada. He was creative director for Empire BlueCross BlueShield and was senior art director at Morgan Stanley Dean Witter, Union Bank of Switzerland and Warburg Dillon Read. At Toe Shark, he has produced multiple successful marketing campaigns for organizations such as Nevada Humane Society, Las Vegas Metropolitan Police Department, and the Nevada Department of Health and Human Services. Steve has a bachelor’s degree in fine arts from the University of Michigan and a master’s degree in visual communication and packaging design from Pratt Institute in New York City.

Main question: What are the signs that it’s time for an organization to look at a new logo or branding?

Takeaways:

* If you mission has evolved or changed, or the organization is substantially changing how you fulfill your mission and/or if the feelings about your logo are less than enthusiastic, it may be time to change your logo and organizational branding.

* When seeking input on new branding, cast a wide net – as wide as your tolerance level – but designate just one person through which all feedback is communicated back to the design team. You want to be sure that input does not derail progress or cause you to end up with a logo that is acceptable to most people, but which nobody loves. (The same can apply to your mission statement – if you water things down too much to account for all possible opinions, you can end up with something bland and uninspiring.)

* In all of your messaging, be sure that you are aiming your wording and message for the intended audience. The message for the general public using your services or adopting an animal should be different from the message you share with potential donors or sponsors.

* In your marketing and communications, always be sure to include a call to action.

Links:

* Toe Shark Visual Communication

* Leadership recommendation: Trello 

Recorded Dec. 17, 2020

Guest: Rick DuCharme founded the Jacksonville, Florida nonprofit First Coast No More Homeless Pets in 2000. When he left in 2019, it was a $10 million-a-year organization with 125 paid team members, including more than 20 veterinarians at two large safety-net hospitals; First Coast No More Homeless pets also grew to operate other lifesaving programs, including a regional pet food bank, shelter-neuter-return efforts, and mega adoption events. Rick has now founded RLD Consulting Group, LLC to help organizations anywhere that are working to save more cats and dogs; it specializes in access to veterinary care, spay/neuter clinics, and nonprofit startups.

Main question: Why is access to veterinary care so important in animal welfare and what can organizations do to increase it?

Takeaways:

* Economic euthanasia may be the biggest animal welfare problem in America today – with an estimated 3 million pets a year with treatable ailments being euthanized in veterinary clinics because their owners cannot afford care. Additionally, consider the number of animals surrendered to shelters for “owner requested euthanasia” or for medical reasons. For these reasons, increasing access to veterinary care is one of the most important things animal welfare groups and shelters can do to save the lives of pets in their communities.

* You can start by offering low-cost spay/neuter, vaccinations, and/or wellness clinics.

* If you plan to open a low-cost or affordable clinic, be sure to set yourself up for success by:

~ Giving your community the opportunity to invest in this solution by asking them to donate to support these services.

~ Planning to build out the facility to handle increased volume in the future – plan a facility that you will grow into

~ Utilizing incremental care strategies for providing affordable veterinary care

~ Developing ways to work with clients for payment as most people are willing to contribute toward their pets care even if they cannot afford the full cost.

* It can be difficult to hire and retain veterinarians to work at nonprofit clinic. Rick’s advice:

~ Many vets wish to be part of the management team – include them.

~ In your marketing for veterinary positions mention that you value work life balance

~ Be flexible with vet scheduling.

Links:

* RLD Consulting Services

* First Coast No More Homeless Pets

* Leadership recommendation: "14 Terrific and Affordable Tools for PR Pros"

* Headline Analyzer 

* Pablo by Buffer 

Recorded January 12, 2021

Guest: Francis Battista is co-founder and chairman of the board of Best Friends Animal Society. After Hurricane Katrina in 2005, Francis managed the Best Friends rescue shelters in Tylertown, Mississippi, and Metairie, Louisiana. Francis was also involved in the negotiations with federal agencies and courts that brought 22 of Michael Vick’s dogs to Best Friends. In 2012, Francis was instrumental in launching No-Kill Los Angeles. He is also a writer and internal consultant for Best Friends.

Main question: What do you think shelters and rescue leaders should be thinking about in this current public health crisis?

Takeaways:

* Push toward community solutions. As a result of the pandemic many organizations saw a surge of willing foster caregivers and adopters. We should continue the momentum and engage the community still further in our work including in efforts to prevent animals from entering the shelter in the first place.

* Seek ways to better utilize the talents of volunteers. Ask what their skill sets are and what they think they could do to best help the organization.

* Actively work to support animal lovers within communities of color in developing networks to help animals. A good way to start, if you have not done so in the past, may be hosting adoption events to connect with people in communities where your organization has not historically had much engagement.

Links:

* Best Friends Animal Society 

* Best Friends Network 

* Recommendation: Kelly McGonigal's TED talk "How to Make Stress Your Friend"

Recorded August 6, 2020.

GUEST: Mark Robison, senior consultant for Humane Network and president of CockadoodleMoo Farm Animal Sanctuary. He was a top editor for many years at the Reno Gazette-Journal daily newspaper.

MAIN QUESTIONS: How can we get coverage from our local media for our animal organization? What will get their attention? How do we work with them?

LINKS:

• CockadoodleMoo Farm Animal Sanctuary (web) (Facebook)
• Leadership recommendation: "The Checklist Manifesto" by Atul Gawande (book) (audio version)

GUEST: Kat Albrecht-Thiessen is a pioneer in lost pet investigations. She was a police officer, bloodhound handler, crime scene investigator, and search-and-rescue manager before beginning to apply her skills in 1997 to finding lost pets. She is founder of Missing Animal Response Network and author of the book “Pet Tracker.”

MAIN QUESTION: How can shelters and rescue groups support the public in finding lost pets?

• Don’t make assumptions about found pets such as that a pet has been abused or dumped, rather than simply lost and on their own for a long time. Such assumptions can get in the way of reconnecting that animal with their people. 
• Search techniques are different for dogs and cats.
• With cats, the best advice is to get permission from neighbors to do a methodical search of every conceivable hiding place in a two- to five-house radius. (That’s where most cats are found.) 
• With indoor-only cats who have escaped, in addition to doing a search, put out a plate of food and set up a wildlife camera. (Then you can set a humane trap). 
• With dogs, marketing is key: Dogs are often picked up by people so it’s important to get the word out widely so that the finder can learn that the dog belongs to someone who cares about and misses the pet. 
• Shelters and rescues can put a link on their website to MissingAnimalResponse.com, where people can find resources on finding missing pets and connect with volunteers who can help them in their search. 
• And here are a few myths about lost pets:
• It’s not true that putting a missing cat’s litterbox on your porch will bring them back.
• Calling out for your cat generally won’t help and doesn’t mean your cat is not nearby when they don’t respond. They are intentionally staying hidden and silent out of fear or injury. 
• Some shelters will make a situation worse by telling people that a pet was probably eaten by a coyote. Assumptions about coyote predation kills more lost pets than coyotes actually do by inspiring people to give up their search.

LINKS:

• Missing Animal Response Network (website)
• "Pet Tracker: The Amazing Story of Rachel the K-9 Pet Detective" (book available in print, electronically and on audio) 
• Leadership recommendation: "Don't Let Internal Controls Slip at Your Nonprofit Organization" by Blue Avocado (article) 

GUEST: Chris Roy. Chris is a technology guy by day, and the founder of Doobert at night and on weekends. Doobert helps you help animals and is the only software that organizes transport, and the only foster management platform allowing you to send and receive texts with fosters. And Chris has continued to build out Doobert and recently added a new case management module.

MAIN QUESTION: How does Doobert's new Companion Case Management module improve communications with the public?

TAKEAWAYS:

• As animal organizations increasingly focus on becoming resource centers rather than primarily as repositories for animals, it is especially important that we have effective ways to manage communications with the public.
• A good tracking system is needed in order to make sure cases don’t fall through the cracks. Follow-up and trustworthiness are essential to building good community relations.
• Doobert.com has a new Companion Case Management module specifically designed for animal organizations to help them keep better track of public interactions and to effectively collaborate with other organizations in the community.
  • For example, you can assign tasks to specific people and even other organizations, set up automated follow-ups with people seeking help, view cases on a map, and view only tasks assigned to yourself.
• You can create a case to see how it works with a free Doobert account or request a demo for your organization through Doobert.com.

LINKS:

• Doobert.com 
• Leadership recommendation: “Tips for Encouraging Teamwork in the Workplace and Getting People Out of Silos" by Humane Network (article) 

Guest: Chelsea Staley joined the Petco Foundation team as the Director of Lifesaving in May 2020. Chelsea oversees the Foundation’s grants team and supports animal welfare organizations nationwide. Before joining the Foundation, Chelsea served as the Executive Director of Kanawha-Charleston Humane Association in West Virginia. She also has an MBA from the University of Charleston.

Main question: What basics should shelter leaders know about finances and human resources?

Takeaways:

* Essentially, nonprofits are businesses. Their mission is different, but they still only run well when using sound business practices.

* Financial stewardship and trust with donors are crucial, so it can be worth contracting with a skilled bookkeeper and accountant.

* Hire people who align with your mission. Recognize signs of stress in employees and reach out to them.

* Progressive discipline or corrective action can be hard when you are starting out in a leadership role because most of us avoid conflict. Thinking about corrective action differently can help. You want the person to keep their job and, to do that, they need to follow protocols. You are offering them opportunities to grow as an employee. It’s your job to stand up for the animals. If an employee is dropping the ball, the pets can’t alert you. You need to monitor performance and speak up on behalf of the animals. It doesn’t have to be confrontational, but there need to be consequences for poor performance.

Links:

* Petco Foundation 

* Leadership recommendation: Jim Collins' "Best New Year's Resolution? A 'Stop Doing' List" 

Recorded Sept. 22, 2020

GUEST: Amy Eisenstein, consultant, author, speaker, and creator of the online fundraising course Mastering Major Gifts. She is also the CEO and Co-Founder of the Capital Campaign Toolkit.

MAIN QUESTION: What are the best fundraising strategies for animal shelters during COVID?

TAKEAWAYS:

• Maintain – and if at all possible increase – contact with donors during the pandemic. Donors still want to hear from you.
• Focus on two groups: your biggest and best donors, communicating with them about current plans and needs; and ongoing and loyal donors, converting them from annual to monthly donations.
• Convey urgency but not desperation in your messaging.
• And don’t overlook using volunteers to help with calling donors to thank them and increase donor engagement. (Finding the right volunteers and providing training are key.)

LINKS:

• Amy Eisenstein's nonprofit fundraising consultation website with blog, newsletter, and free resources: amyeisenstein.com
• Amy's website aimed specifically at capital campaigns: capitalcampaigntoolkit.com
• Leadership recommendation: Blue Avocado (a magazine for nonprofits)

Recorded June 10, 2020.

• Your organization relies upon your community to make donations to support your work, to adopt animals, and volunteer. If we inadvertently blame the community for animal surrenders, we poison that well and hurt our own ability to be successful. 
• In the past, shelters and rescue groups fell into a pattern of blaming irresponsible pet owners, backyard breeders, and an indifferent public for the problems we were facing. These were real feelings and understandable, but this approach turned out to be undermining our own success. It is important to avoid falling into these old patterns. 
• When creating communications aimed at the public, figure out who the audience is and what you want them to do. This will guide your language.
• Avoid using words like “dumping” or “abandoning” pets. People are turning to you for help with an animal they got from you – that’s what we want them to do. Give support instead of judgment. 
• Invite members of the public to be heroes by becoming a foster caregiver, adopting a pet or donating to help pets in need. Share how rewarding it is to foster or adopt.

• Christie Keith — website
• Leadership recommendation: "8 Ways Your Board Can Fundraise Without Asking" — article

• Stories with great photos are powerful. Donors give twice as much when presented with a story about an individual animal than about the overall needs of the organization.
• Don’t expect stories and photos to happen. Assign someone to gather them – it can even be a volunteer.
• Train staff to take better cellphone photos so they can snap something good when a situation arises.
• Use “you” and “your” in your communications so that your audience feels they are a part of what’s happening.
• Thank people. It makes them feel they play a valued role in  your organization’s good works.
• Let people know that donations of any size help. It helps people feel comfortable sending more modest gifts. In fact, research shows that using this phrase increases the number of people who give. 
• Communicate with your supporters more than you think you should. Fundraising is about building relationships, and relationships require communication.

• Humane Network (website)
• End-of-year fundraising tips webinar with Bonney Brown (video)
• Leadership recommendation: “How I Manage My Time - 10 Time Management Tips" by Ali Abdaal (video) 

GUEST: Joe Elmore joined Charleston Animal Society as its President and CEO in 2012. Joe has been recognized by the Governors of Washington and the Virgin Islands, has received the American Red Cross Tiffany Award for Management Excellence, and was awarded the U.S. Dept. of Defense Medal for his work in America’s first Persian Gulf Conflict. Joe was named one of 9 Maddie’s Heroes for inspirational and innovative leadership in its 2015 inaugural class. 

MAIN QUESTION: How should animal welfare organizations prepare for disasters – such as hurricanes, floods, and wildfires – given that policies and staffing may be severely affected by the current public health crisis?

TAKEAWAYS: 

• Make sure your staff members each have personal evacuation plans for their animals and family.
• Review disaster protocols at least once a year with all of your staff and any volunteers who would likely help.
• Identify partner organizations that will accept animals from your shelter if you have to evacuate (you can reciprocate when they need help). Be sure to make connections with local Emergency Management officials too. During the current public health crisis, these connections are more important than ever.
• Hurricanes, and other weather events that usually occur with advance warning, lend themselves to time frame action plans that detail steps to take 1 week out, 3 days out, 2 days, 1 day, and 12 hours.
• Record a 2 to 3 minute video to share with the public on how to prepare to evacuate pets and farm animals. Release this at the start of any weather-related disaster season and share it again before any individual major storm or event. You can also get advice out to the public through the local media.

LINKS:

• Charleston Animal Society
• Disaster plan for Charleston Animal Society (get link on this page)
• Example of video on adopting out "disaster rescue" pets
• TED Talk by Shawn Achor - "The Happy Secret to Better Work"
• The Zorro Circle excerpt from "The Happiness Advantage" by Shawn Achor
• Book: "The Happiness Advantage" by Shawn Achor

Recorded August 6, 2020.

GUEST: Joyce Briggs is president of the Alliance for Contraception in Cats & Dogs, which advances non-surgical sterilants to increase access to humane fertility control. As executive director of PetSmart Charities, she championed funding early models of Humane Alliance high-volume, high-quality spay/neuter clinics and introduced the transport program Rescue Waggin’. She is co-founder of the Animal Shelter Alliance of Portland (Oregon), which has maintained a greater than 90% save rate since 2014. She serves as advisor to 911Fosterpets and is on the board of a new nonprofit called The Functional Dog Collaborative, driven by her interests in the dog population. Joyce has a masters degree from Northwestern University.

MAIN QUESTION: Why do animal welfare organizations need to begin thinking about how the demand for pets will be met in the future?

TAKEAWAYS:

• It’s important to work to develop new methods of sterilization for cats and dogs that are faster, easier, more accessible, and less expensive than surgery, especially so we can help animals around the world where resources can be limited.
• There are dramatic regional differences in pet populations with some parts of the country having shortages of animals available for adoption. These shortages will grow because of the success of spay/neuter programs.
• When shelters and rescue groups are unable to meet public demand for pets, it creates an opportunity for puppy mills and other unethical breeders to fill the void and meet demand.
• Shelters and rescue groups in areas where there are few animals available for adoption might consider rethinking some of their spay/neuter messaging and working with people who have physically and behaviorally healthy family dogs to humanely, ethically and responsibly breed mixed breed dogs and raise well-socialized puppies, and help find the puppies good homes.
• If animal welfare organizations do not begin thinking about how the demand for pets will be met in the future, we may find ourselves cleaning up messes made by others who may seek to take advantage of the opportunity to provide pets for profit and potentially in ways that are inhumane.

LINKS:

• Alliance for Contraception in Cats & Dogs https://www.acc-d.org
• The Functional Breeding Collaborative https://functionalbreeding.org
• Vin News article "Have spay/neuter policies in the US been too effective?" https://news.vin.com/default.aspx?pid=210&Id=10087056
• Leadership recommendation: Bolsta article "Caution! Campaign Images Can Make or Break Your Fundraiser" https://bolsta.co/caution-campaign-images-can-make-or-break-your-fundraiser/

Guest: Jill Vacchina-Dobbs is the executive director of SPCA of Northern Nevada. She graduated with honors for UC-Santa Barbara and Gonzaga Law School. As a lawyer, she focused on transactional law, including nonprofit law. She served on the board of Humane Society of Truckee-Tahoe for 10 years, six as president.

Main question: How can organizations cultivate a good board of directors that has a positive relationship with the executive director or CEO?

Takeaways:

* Positive work culture starts at the top so it’s important that the board’s relationship with the executive director or CEO is healthy and positive (but not a rubberstamp).

* If the CEO/board relationship is not good, the president and CEO should meet and come to agreement on the objectives of the organization and candidly address concerns on both sides. Create processes that address concerns, such as financial checks and balances to re-establish trust.

* When recruiting new board members, consider the needs of the organization. Seeking a CPA, attorney, marketing person or perhaps someone who is well connected can help you be more successful.

* Set clear expectations in writing for board members such as donating annually, attending certain events, missing no more than 10% of meetings, etc. Have them sign it. This creates an impersonal basis for discussion if there are issues in the future.

* Create an orientation process for new board members that includes the mission and goals of the organization.

* Nonprofits need a fundraising board – every member needs to give money to the organization on an annual basis as well as help raise funds. This creates trust for potential donors.

* Engage board members with positive stories about the organization’s good work, as you would other supporters.

Links:

* SPCA of Northern Nevada

* Recommendation: Cal Newport's "Deep Questions" podcast

Recorded September 24, 2020

GUEST: Crystal Kozlak is program manager for the Food for Thought program at Animal Place, a farmed animal sanctuary in Grass Valley, California. Crystal became inspired to go vegan after taking an animal ethics course during her undergrad at the University of British Columbia in Vancouver, Canada. Crystal worked as a campaign coordinator for Animal Place's Brave the Cage campaign for 2 1/2 years educating college students about the egg industry. Crystal is also the event producer of Vegan Oktoberfest 2021. And she volunteers with Long Beach Water Wagon, delivering essential supplies to her homeless neighbors.

MAIN QUESTION: Why should animal organizations consider serving vegetarian or vegan food at their events?

TAKEAWAYS:

• Food for Thought is a campaign that encourages animal organizations to serve only vegan or vegetarian food at their events.
• The idea behind the campaign is that animal organizations’ missions are to help animals so their communities look to them to set standards for the treatment of animals. Serving vegan or vegetarian food is consistent with this mission as it shows compassion for all species of animals.
• Food for Thought offers grants for organizations to test out serving veg-only food for an event as well as grants for formally adopting a veg-only policy. 
• Supporters attend events to support an organization’s mission. They are not attending for the purpose of getting a meal. Most people are fine skipping meat for a single meal – and, in fact, more and more people are doing this in their own lives.
• To cater veg food successfully at your events, two tips that may help would be to search for local restaurants that serve vegetarian or vegan in your community and looking into hiring them to cater an event. Another tip is to stick with foods that are naturally plant-based such as pasta with marinara or a taco bar with corn tortilla shells, beans, rice, lettuce, tomatoes, and avocado.

LINKS:

• Animal Place 
• Food for Thought campaign 
• Food for Thought grant opportunities for food at events and for adopting the Food for Thought policy 
• List of animal-friendly food companies that offer assistance with plant-based food donations, coupons, and recipes 
• Leadership recommendation: "How to Resolve Workplace Conflicts" by SHRM 

• AlignCare and other access-to-care programs help to keep animals who just need veterinary care with their families and out of shelters. This enables shelters to focus resources on animals who are homeless and really need the shelter. 
• AlignCare benefits private practice veterinarians in the community, as they hate to see an animal euthanized for financial reasons.
• AlignCare is one way for helping with these situations. It covers 80% of veterinary costs for pets who are sick or injured whose people are on a means-tested public assistance program such as Medicaid, food stamps, or Section 8 housing.
• Animal organizations without public clinics can refer people to AlignCareHealth.org to apply for help at a participating clinic near them. (You can check with AlignCareHealth.org to see if the program is operating in your community, or you can help to get it going there.)
• AlignCare and other access-to-care programs typically works with veterinarians to provide incremental care that does not start with “gold standard” care that often involves lots of upfront costs, like diagnostic tests. Instead it relies on veterinarians’ experience to determine the best, most cost effective initial courses of action for sick or injured pets, if additional help is needed, then tests can be ordered. It’s a tiered diagnostic and therapeutic approach to veterinary medicine, similar to the way shelter veterinarians work. 

• AlignCare
• Program for Pet Health Equity at the University of Tennessee 
• Leadership recommendation: Adopters Welcome Manual by HSUS 

GUEST: Kurt Fenstermacher is currently Deputy Director of the Environmental Services Department for the city of El Paso. He also created a new El Paso Department of Animal Services, which has an open-admission shelter with annual admissions of more than 25,000 animals where he was interim director for two years. He is also a Certified Animal Welfare Administrator with the Association for Animal Welfare Advancement and currently a teaching assistant with University of the Pacific’s Animal Shelter Management Certificate Program.

MAIN QUESTION: What advice do you have for new animal welfare leaders and managers?

TAKEAWAYS:

* Follow the five practices of exemplary leadership laid out in the book “The Leadership Challenge":

~ Model the way – set an example with your own actions

~ Inspire a shared vision toward fulfilling your organization’s mission and goals.

~ Challenge the process to find ways to improve your organization.

~ Enable others to act

~ And encourage the heart – celebrate your team’s successes.

* For one week, track how you use your time. Often how we think we are using time is not how we are actually using it. Developing time management skills are essential for leaders and managers.

* Share your mission and goals regularly and widely such as at the bottom of meeting agendas and posted around your facility.

* If you're a new leader, don’t expect to know everything. Ask for help.

* Revisit the five Leadership Challenge practices to make sure you've, say, been celebrating achievements and modeling high standards of work behavior, etc.

LINKS

* Book: "The Leadership Challenge: How to Make Extraordinary Things Happen in Organizations" by James M. Kouzes and Barry Z. Posner 

* Webpage: The Leadership Challenge's Five Practices of Exemplary Leadership Model 

* Book: "From Bud to Boss: Secrets to a Successful Transition to Remarkable Leadership" by Kevin Eikenberry and Guy Harris 

* Website: Bud to Boss workshops 

* University of the Pacific's animal shelter management certificate program run by Humane Network

* Leadership recommendation: “12 Best Donor Management Software Comparison" 

GUEST: Aimee St. Arnaud is director of National Veterinary Outreach for Best Friends Animal Society. She previously was Director of Programs at the ASPCA Spay/Neuter Alliance, was a Program Manager at PetSmart Charities, and founded Humane Ohio, a low-cost spay/neuter clinic. She is also co-owner of Open Door Veterinary Care and Community Pet Care Clinic.

MAIN QUESTION: How can animal welfare organizations improve access to veterinary care in their communities?

TAKEAWAYS:

* The inability to afford veterinary care has become one of the most common reasons for the surrender of pets to shelters. Finding ways to provide needed veterinary and other services to keep pets with their people is increasingly falling to animal welfare organizations and will likely be part of our work for the foreseeable future.

*Because pets have measurable benefits to human health and wellbeing, it’s more cost effective for entire communities to keep pets with their people. This creates many opportunities for partnerships between humane organizations, human services organizations and governmental agencies as well as local veterinarians.

* Three things organizations can do now to improve access-to-care are:

    ~ Create and provide a pet resource guide to help people find affordable care options, animal-food pantries, pet-friendly housing, etc.

    ~ Offer low-cost vaccines because it helps people find housing. That’s because proof of vaccinations is required by many boarding facilities, landlords, and low-income government housing.

    ~ Start a veterinary medical fund where donations are used to help people cover at least some of the costs needed to help care for their pets.

LINKS:

* Best Friends Animal Society 

* Open Door Veterinary Care

* Leadership recommendation - book: "How to Win Friends and Influence People" by Dale Carnegie - 80th anniversary edition 

~ Wikipedia page with key points from "How to Win Friends and Influence People" 

Guest: Carol Novello is the author of “Mutual Rescue” and founder of an initiative of the same name that was created to elevate stories of the human-animal bond. She is a board member of CUDDLY, a fundraising and wishlist platform dedicated to helping animal organizations worldwide. And she was president of Humane Society Silicon Valley for 10 years.

Main question: How can animal welfare organizations use storytelling about the human-animal bond to better engage their communities?

Takeaways:

* Animal welfare organizations can attract a larger percentage of donor dollars if we can help the community understand that our work is about helping people as well as helping animals. One way to do this is to share stories of your work that include the transformative effects of pet adoption – not only for the pet, but for the person as well.

* Carol shared two ways to gather stories:

~ Ask your adopters and foster caregivers how adopting or fostering changed their lives.

~ Create a culture of storytelling for staff and volunteers by making an ongoing commitment to talk about it, by sharing the full scope of success stories that staff may not be aware of, and by incentivizing and rewarding teams that identify and share stories. (These things can also boost morale)

* The future of animal sheltering is going to be about supporting the human animal bond and keeping families together. Providing veterinary care and returning the pet to their loving person is often more cost effective and kinder for the animal than taking an animal into the shelter.

* Other ways to start focusing on the human-animal bond include:

~ Starting a medical fund to encourage donors to support the need to keep families together and pets out of the shelter.

~ Starting a pet food bank.

~ Partnering with a human services organization.

Links:

* Mutual Rescue organization: https://mutualrescue.org 

* "Mutual Rescue" book: https://smile.amazon.com/Mutual-Rescue-Adopting-Homeless-Animal-ebook/dp/B07F68Q9YF

* CUDDLY - fundraising and wishlist platform dedicated to helping animal organizations - https://cuddly.com

* Leadership recommendation - shelter walk-thru checklist https://2917dbb3-64ed-41ad-a761-74ecc505ac66.filesusr.com/ugd/b03e13_2de50ded1c8941a2981ca219d6ca01cb.pdf?index=true

Recorded August 11, 2020

GUEST: Karen Green is executive director at Cat Adoption Team, the Pacific Northwest’s largest nonprofit, feline-only animal shelter. Before that, she was senior director at the Alliance for Contraception in Cats & Dogs and assistant director of the No More Homeless Pets program at Best Friends Animal Society.

MAIN QUESTION: How can animal organizations build a healthy workplace culture, which is so important in a competitive job market?

TAKEAWAYS:

• Open two-way communication is key to having a strong, positive organizational structure. If there’s a program or policy that isn’t working, you need to know – so staff needs to have a way to share such information with people who can fix the problem.
• Ask for feedback and make it safe for people to give feedback by demonstrating your trustworthiness.
• Implement suggestions when they make sense. 
• If you don’t plan to implement someone’s ideas or suggestions, they are more likely to accept your decision if they feel that their concerns were heard. Repeat back what the person said to make sure you understood before explaining your own position.
• Create an environment where people can have a good work-life balance through reasonable expectations and work hours. When people are at work, they should be working and when off, they should be encouraged to care for the other parts of their lives. 
• Examine staffing levels and processes to support this.
• Gently encourage people who check in when off work by saying something like, “Aren’t you supposed to be on vacation?” 
• Sometimes there will be times you just need to put in extra hours, perhaps for a budget deadline, a special event, or a large rescue situation. But make these the exception, not the rule, so that overwork does not create burnout. 
• Address conflicts and issues when they come up. Little problems become big problems over time.

• Cat Adoption Team (website)
• Cat Adoption Team's workplace culture agreement (example)
• "The Happy, Healthy Nonprofit: Strategies for Impact without Burnout" by Beth Kanter and Aliza Sherman (book)
• "The 7 Habits of Highly Effective People" by Steven R. Covey (book)
• "Difficult Conversations: How to Discuss What Matters Most" by Douglas Stone (book)
• "Crucial Conversations Tools for Talking When Stakes Are High, Second Edition" by Kerry Patterson (book)
• "Radical Candor: Be a Kick-Ass Boss Without Losing Your Humanity" by Kim Scott (book)
• Leadership recommendation: "How to run more effective daily standup meetings" (article)

Guest: Michael Mountain, one of the founders and a former president of Best Friends Animal Society and its sanctuary in Southern Utah for abused and abandoned animals. Michael is also co-founder of the Whale Sanctuary Project.

Main question: “I hate fundraising. Asking people for donations, even in writing, does not come naturally to me at all. Any advice for how I can get over this? And any specific tips for how to communicate with people so they will become interested in supporting what we are doing?”

Links:

* The Whale Sanctuary Project

* Best Friends Animal Society

* Best Friends newsletter from 2004 mentioned by Michael Mountain

* Bonney's recommendation: "The Leadership Secrets of Santa Claus" by Eric Harvey

* Comment and ask questions on the podcast's Facebook page

Recorded pre-COVID.

GUEST: Lori Weise. In 1996, Lori founded Downtown Dog Rescue, which rescues dogs and provides services for low income pet owners in underserved communities in Los Angeles County. She is the founder of the South LA Shelter Intervention Program and one of the founding members of the Best Friends Animal Society's initiative No Kill Los Angeles and advised the ASPCA on their Safety Net Program at LA county shelters. And Lori is a national speaker on community programs and the shelter intervention model of keeping pets in homes. 

MAIN QUESTION: How can animal organizations better meet people where they're at?

TAKEAWAYS:

• You're more likely to engage people in a solution successfully when you meet people where they’re at rather than judging them based on how you would do things. Meet people at first with empathy - simply as one pet lover to another. 
• Asking “How can I be of service?” puts you in a better frame of mind to be truly successful and opens real dialogue with people. 
• Many organizations come in with big plans, overpromise, lose steam, and disappear. Don’t let this be you. Try a pilot program first or pick a very targeted group or service to focus on when developing a program or new organization so you can build trust with those you're trying to help and to see if this is something you’ll be able to commit to for the long run.
• Don’t get so focused on preventing people from taking advantage of the service or program that you create barriers that end up keeping people who need it from taking advantage of the program. No program can be perfect and total control is not possible so spend your time figuring out how to help people rather than on how to prevent a few people from benefiting who do not really need it.

LINKS:

• Downtown Dog Rescue (website)
• Leadership recommendation: “Cultivation: How to Build One-on-One Relationships With Your Donors" by Amy Eisenstein (blog post)

GUEST: Susan Cosby is the Senior Director of Lifesaving Centers for Best Friends Animal Society. She was the Director of Lifesaving for the Petco Foundation and served as the Executive Director and founding employee of the Animal Care and Control Team of Philadelphia. Susan was also the President and CEO of the Pennsylvania SPCA and the Executive Director of the Animal Welfare Association in New Jersey.

MAIN QUESTION: What advice do you have for leaders and managers to handle stressful or chaotic work environments?

TAKEAWAYS:

• Make sure your communications with staff are thoughtful and layered. This means repeating important information and using different communication channels because different people absorb information differently, such as verbally, in emails, text messages of apps such as Slack. It is almost impossible to over-communicate.
• Listen and create a feedback loop. Follow-up when people ask questions or you've assigned someone a project. Check in and listen. And when you say you’ll follow-up, be sure to do it so that people have trust when communicating with you.
• Look for opportunities to create moments of positivity. When you tell someone that something is important to you, follow up after they complete it and let them know that they did a good job.
• Nobody likes an inefficient meeting. Make sure they start and end on time and have an agenda and a purpose.

LINKS:

• Best Friends Animal Society 
• Leadership recommendation: Eisenhower Matrix 

GUEST: Gina Knepp, former Animal Care Services Manager for Sacramento’s Front Street Animal Shelter. She is now the National Shelter Engagement Director at Michelson Found Animals Foundation.

MAIN QUESTIONS: How do we survive the haters and who can we turn to for help?

LINKS: 

• Michelson Found Animals
• Front Street Shelter in Sacramento, California (Facebook)
• Leadership recommendation: "The Charisma Myth: How Anyone Can Master the Art and Science of Personal Magnetism" by Olivia Fox Cabane (book) (audio version)