ADOPTION COUNSELING
The last step before their forever home!
THE WHY
Understanding the Value of Adoption Meetings
THE WHY:
A FOREVER HOME IS MADE, NOT FOUND
Adoption Meetings help to make an animal’s
new home into a forever home through:
Understanding Unique Needs
Helping adopters talk through their new pet’s unique
needs in the context of their home
Recommending Best Practices
Sharing our standard tips and tricks for a smooth
acclimation and for compassionate life-long care
HSHV Resources
Continuing to build the relationship with HSHV by
informing adopters of our great classes, behavior help
line, clinic, and more!
APPROVAL PROCESS VERSUS ADOPTION MEETING
What’s the difference?
The approval process asks “Is this a good match?”
(handled by Adoption Desk staff)
The adoption meeting asks “What tools can we give
the adopter to make this adoption successful and
lifelong?” (handled by staff and volunteer Adoption Counselors)
Fluidity between the approval and meeting
Think of the adoption approval and adoption
meeting like one conversation
The role of the adoption meeting Checklist
By starting the checklist first, Adoption Desk staff can help you know what is most important to this animal and this
adopter so we can tailor the adoption meeting
There is also overlap between the above questions. We don’t want to repeat anything unnecessarily.
PART I: THE WHAT
An Outline of Adoption Meetings
THE WHAT:
AN OUTLINE OF ADOPTION MEETINGS
Adoption Meeting Checklist
Highlighted Topics for this Meeting
Unique Needs for the Animal
Acclimation and Lifelong Care
Veterinary Care: Past, Present, and
Future
HSHV Resources
Best Practices for Successful Adoption
Meetings
What’s in an Adoption Folder
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HOW TO USE THE CHECKLIST
Check off any checkbox
item that either:
You have sufficiently
reviewed during the
approval process OR
Is not relevant or needed for
this adopter or animal
Go over any unchecked
checkbox
If it is already marked off,
skip over this topic; it’s
covered!
Most every checkmark topic
is supported by a document
to help you feel confident
about what to cover with
the adopter
Adoption Desk staff Adoption Counselor
HIGHLIGHTED TOPICS FOR THIS MEETING
During the Approval
conversation Adoption Desk staff gets to know what topics
are going to be important to this
adopter in order to ensure a
successful adoption. Adoption
Desk staff may therefore
recommend emphasizing one
of the standard topics on the
checklist or may recommend a
specific document which they
will print for you.
Before the adoption meeting you should review the
highlighted topics listed and
ensure you are comfortable
discussing them.
It is okay if you are not an expert as
long as you know where to find
help!
During the adoption meeting you will want to focus on these
topics and ensure the adopter
feels confident
Your resources include hshv.org, our hshv books and resources,
and of course asking staff!
Don’t forget there is a printer at the
Adoption booths!
Adoption Desk staff Adoption Counselor
UNIQUE NEEDS FOR THIS ANIMAL
Adoption Recommendations: the Adoption Desk staff will either print this form for you or check it off the list if there is not one for this animal. More on this later!
Owner Relinquish Profile: the Adoption Desk staff will go over this at time of approval.
Medical Summary: Any severe/lifelong medical complications (read over with adopter)
Long-term or current medical conditions
Handouts to review: the Adoption Desk staff will write in and print out any medical handouts you will need to review with adopters. Any significant medical needs will have been at least preliminarily discussed at time of approval.
Medications – review of medications animal is currently taking and instructions to continue
Current Medications: the Adoption Desk staff will write in any medications you will need to review and grab for the adopter. Any current medications will have been at least preliminarily discussed at time of approval. More on this later!
Cats & Dogs
ACCLIMATION AND LIFELONG CARE
Acclimation Period: Bringing Your New Cat Home
Initial stress signs, Small low-stress acclimation space, Comfort items, Adjustment time, Non-
invasive and supervised family/child introductions, Not overhandling, Patience
Introduction to Current Pets: Cat to Cat Introductions and/or Cat to Dog or
Dog to Cat Introductions
Interaction Waiver
Cat to Cat: Patience, Separation, Scent swapping, Controlled/supervised introductions,
Positive reinforcement
Cat to Dog: Let cat settle in first, Cat sets pace, Reward calm dog behavior, Don’t force
interaction, Let cat move freely, Safe hiding places, Keep dog on leash
Litterbox: Your New Cat and the Litter Box
Quiet easily accessible location, Appropriate number of boxes, Type of boxes and litter,
Scooping and cleaning, Relocating, Contact behavior helpline asap if issues
Enrichment and Play: Cat Toys & How to Use Them and/or Rough Kitten Play
Health/behavioral benefits, Appropriate toys, Play mimics predator sequence, Breaks
Knowing aggression vs. play, Provide enriched environment and playtime, Redirecting, What
not to do: don’t play with hands/feet and no physical punishment
Cats
ACCLIMATION AND LIFELONG CARE
Scratching: Managing Scratching and Trimming Cats Claws
Scratching is natural, Types/number/location of scratchers, Redirecting and praise,
Deterrents
Nail anatomy, Ensure cat/person comfortable, Encouragement/distraction/rewards, Don’t
take too long, Proper equipment, Teamwork (another person in house, vet, etc.)
You may see a Declaw Waiver with your paperwork. This is part of the
approval process Adoption Desk staff handles so you do not need to
review it again.
Safety: Kitten Proofing Your Home
Look at home through eyes of cat, Remove access to dangers/getting stuck
Cats, cont.
ACCLIMATION AND LIFELONG CARE
Acclimation Period: Bringing Your New Dog Home and Crate Training Your
Dog
Consistency, Low-stress confinement for first few days, Keeping on leash
Crate is positive not a punishment, Appropriate size, Process of how to introduce to crate
Introduction to Current Pets: Dog to Dog Introductions and/or Cat to Dog or
Dog to Cat Introductions
Interaction Waiver
Dog to Dog: Neutral territory intro, Pack walks, Don’t force interaction, Short/positive
interactions with breaks, Be patient, Keeping separate spaces/resources
Dog to Cat: Keep resident cat’s routine, Supervise visits, Separate when unattended,
Leashing dog at all times, Redirect inappropriate and reward good behavior, Separate
resources, Can take a long time
Training: Learn to Earn and HSHV Dog Training
Dog should work for what he/she receives, Outlet for natural behavior, Consistency, Establish
immediately, Practice
HSHV dog training promotes positive reinforcement, making good decisions, problem
solving, strengthens bonds between owner and dog, effective communication; all proceeds
go to HSHV
Dogs
ACCLIMATION AND LIFELONG CARE
Enrichment and Play: Dog Essentials and How to Use Them
Pick appropriate toys to satisfy natural dog behaviors and provide enrichment, Pick appropriate walking tools
House Training: Re-House Training Your Adult Dog or House Training Your Puppy
Recognize signals, Establish a routine, Supervise, Praise, Interrupt mistakes
in the moment, Never punish, Cleaning
Dogs
VETERINARY CARE: PAST, PRESENT, AND FUTURE
Essential Medical Information for Your New Dog or Essential Medical Information for Your New Cat
Common initial symptoms, When to seek vet help, Vaccines/test/preventative given in shelter and needed after-shelter, Potential after-shelter recommendations and difference between Shelter vs. Outpatient medicine
Welcoming adopters to HSHV Clinic through 60 Day Discounted Health Exam: 60–day Discounted Health Exam Waiver- (Exam only will be discounted for 60 days) (Medications for common shelter ilnesses will still only be discounted through the first ten days of adoption)
Feeding (see side of sample food bag for dry food instructions)
Amount/frequency, Process of changing, What/when we feed in shelter
24PetWatch Trial of Insurance (see flyer-http://www.petpoint.com/downloads/24PetWatch_Coverage_Chart.pdf
Importance of activating within 7 days, Coverage up to $3000 for select illnesses and accidents
Microchipping (see flyer)
What is a microchip, How to update info (a.k.a. membership information), What to do if non-24Petwatch microchip
Cats and Dogs
HSHV RESOURCES
Pit Bull Specific: invitation to Pit Pals Facebook group
Behavior Helpline: answered by Behavior Team staff and a select few trained volunteers, returned calls within ~48hrs
Visiting hshv.org: adoptions > New Adopter Info and Services > Behavior Help
Paws to Shop: review shopping list with adoption recommendations, online store, competitive prices with pet stores
Donations: our wishlist, our amazon.com wishlist, need for towels, point out donation contact number on folder
Identification and Intake: calling Intake Department if pet is lost, complimentary HSHV tag
Returns and refunds: HSHV will always welcome one of our animals back, but cannot guarantee a refund
Cats & Dogs
REMEMBERING THE WHY:
TOP REASONS FOR RETURNS TO SHELTER
1. Incompatible with
Other Pets
2. Allergies
3. Not Litter Trained
1. Incompatible with
Other Pets
2. Aggression to
Animals
3. Aggression to
People
4. Too Big or Energetic
Cats Dogs
BEST
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BEST PRACTICES: TIME MANAGEMENT
Adoption counseling is a balance between
providing great information and being
respectful of an adopter’s time (the adopter
you’re speaking with, as well as the adopters
waiting for meetings!)
An adopter will only soak in so much information,
so the more tailored the adoption meeting, the
more it will help make for a successful adoption
Strive for a duration of 15-30 minutes total per
meeting depending on the adopter’s prior
experience and animal’s needs (healthy and
easygoing vs. special needs)
BEST PRACTICES: A CONVERSATIONAL
APPROACH
Try to start each adoption meeting and each
checklist item with a question. That way you
have an idea of the adopter’s comfort level
with the topic and can tailor the discussion to
meet their needs.
Examples:
“Hi! I’m your adoption counselor. Is there anything in
particular you want to make sure we discuss today?”
“Where in the house are you planning on starting your
new kitten?”
“What is your experience house training a dog?”
BEST PRACTICES: KEEP AN OPEN MIND AND A
SMILE
Great pet guardians come from all walks of life.
Remember the goal of the adoption meeting is
to give the adopter as many tools and as
much information we can to help make their
adoption successful.
An open mind and friendly demeanor is crucial
to building rapport.
Any problems or concerns during the meeting?
Excuse yourself and find a Supervisor or the
Adoptions and FOH Manager.
WH
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WHAT’S IN AN ADOPTION FOLDER
Mandatory
Adoption Survey
Medical Summary Report
Adoption Meeting Checklist
Optional
Multi-Vaccination Certificate
Medical Condition Handout
Interaction Waiver
Declaw Waiver
Owner Relinquish Profile
Adoption Recommendations
Medical Treatment Discount Document
What Adoption Desk Staff grabs
WHAT’S IN AN ADOPTION FOLDER
Already in Folder Bringing Your New Cat Home
handout
Microchip pamphlet
Essential Supplies for Cats
checklist
Ways to Help flyer
HSHV Wishlist
Toxic Plants and Food handout
Discounted Health Exam carbon copy handout
Essential Medical Information for Your New Cat
Clinic Pamphlet(purple-half sheet)
Vet Clinic Prices
Optional: Rabies Coupon
Cat to Cat Introductions
Cat to Dog & Dog to Cat Introductions
Post Operative Instructions
Don’t forget the Microchip tag!
What you grab: Cats
WHAT’S IN AN ADOPTION FOLDER
Already in Folder
Bringing Your New Dog Home handou
Microchip pamphlet
Essential Supplies for Dogs checklist
Licensing half-sheet
Ways to Help flyer
HSHV Wishlist
Toxic Plants and Food handout
Discounted Health Exam carbon copy handout
Essential Medical Information for Your New Dog
Clinic Pamphlet (half sheet-purple)
Vet Clinic Prices
Optional:
Rabies Coupon
Dog to Dog Introductions
Cat to Dog & Dog to Cat Introductions
Post Operative Instructions
Puppy packet
Don’t forget the Microchip tag!
What you grab: Dogs
If the front desk staff has checked yes and
circled a color on the cat checklist that the
adopter would like to purchase a soft sided cat
carrier that is discounted to $27.00 at time of
adoption($37.00 from retail area if not
adopting)you will grab the adopters color
choice from the cat kitchen and place in the
carrier instead of the cardboard box. You will
learn how to retrieve animals after the adoption
meeting is complete during the shadow process.
UNTIL NEXT TIME: ACTIVITIES TO COMPLETE
PRIOR TO PART II OF TRAINING
Review all documents that are in adoption
folders. Also, new adopter info @
http://www.hshv.org/site/PageNavigator/adop
tions/newadopters.html
Watch an informational video on 24PetWatch
insurance at
https://www.youtube.com/watch?v=jtEYZ3LQ0
E0
END OF DAY ONE TRAINING
PART II: THE WHAT
Digging into the needs of our animals and adopters
DIGGING INTO THE NEEDS OF OUR ANIMALS
AND ADOPTERS
Digging in: How to Read
Scheduled Medications
Digging in: Our Paws to Shop
Store
Digging in: Adoption
Recommendations
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UNIQUE NEEDS FOR THIS ANIMAL:
MEDICATIONS
It is crucial that we remember to send adopters home with
the scheduled medications for their animal
The Adoption Desk staff will write for you what medications are currently prescribed to the animal being adopted in
the Unique Needs for this Animal section
To know how to tell adopters how much to dose, you
need to look at the “Scheduled” section of the Medical
Summary Report
When you grab the medication for the adopter, you will
need to add a red line sticker to the syringe to show the adopter the appropriate amount of medication
This also includes prescription food
Let’s practice reading scheduled medications!
Making sure they keep getting better
UNIQUE NEEDS FOR THIS ANIMAL:
MEDICATIONS
The amount matters
UNIQUE NEEDS FOR THIS ANIMAL:
MEDICATIONS
Prescription food counts too!
UNIQUE NEEDS FOR THIS ANIMAL:
MEDICATIONS
Unique or pre-drawn medications
Cats
You will find these medications in the Cat Kitchen, in a bin next to the refrigerator or in the refrigerator. The animal’s name will be written on the bag or bottle. For food, volunteers should ask a staff member to help gather.
Dogs
You will find these medications in the Dog Kitchen, in a bin on a cart by the door or in the refrigerator. The animal’s name will be written on the bag or bottle. For food, volunteers should ask a staff member to help gather.
Common communal medications
Some medications are used so often in the shelter, we only have communal bottles in the kitchens. Small bottles of these
medications are at the Adoption Desk. Not sure which they are? Ask!
Examples include liquid doxycycline for cats, tylan powder, etc.
Where to find medications
LOVE TRAIN ADOPTION MEETINGS
Adoption meetings for dogs/puppies that arrived via the Love
Train have a few variances to the adoption meeting.
At time of adoption the Adoption Specialists will discuss the risk
of parvovirus for all Love Train dogs/puppies to make sure the
adopter is comfortable moving forward. The Adoption
Specialist should provide the ACT with all necessary paperwork
including the Love Train specific Adoption Checklist and Parvo
Facts. During the adoption meeting the staff/volunteer
member will read the paragraph on the front side of the
adoption checklist to the adopter. The adopter will also be
sent home with five days worth of Panacur as a first treatment
of Giardia (at time of Intake they receive does of Marquis
Paste and Drontal as first treatments of tapeworms,
roundworms, whipworms, hookworms and coccidian)
DIG
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HSHV RESOURCES: RETAIL SPECIFIC TRAINING
Remember, our Paws to Shop retail store is a WIN
WIN situation! We provide our adopters and adopted animals with great
tools to help them be successful at home.
And all proceeds go to supporting the remaining homeless
animals in our care.
Our prices are extremely competitive with local and big box
pet stores.
Just like we match pets and people, we also want to
make an effort to match pets, people, and products. Let’s
practice!
The Best Tools for their new Best Friend
HSHV RESOURCES: RETAIL SPECIFIC TRAINING
Activity 1: Ask or Tell
Partner up!
Decide who will play the role of the buyer and
who will play the role of the seller.
Sellers, pick a random object in the room and try
to sell it to your buyer! You have roughly 4-5
minutes.
Buyers, how did your seller talk about their
product?
Did they talk about its features? Or did they ask
questions to figure out how your needs would be met
by the product?
HSHV RESOURCES: RETAIL SPECIFIC TRAINING
Activity 1: Ask or Tell
What this shows us
When we are talking to adopters about our amazing
retail products, ask questions to get to know what their
needs are and how our retail products can meet those
needs.
The why (adopter’s needs) behind a product is always
more important than the what (a list of product features)
Can you think of examples from our store for:
An adopter who is adopting a high energy puppy and is
worried about them chewing their new couch?
An adopter who was originally going to declaw their
kitten but is committed to trying new approaches?
An adopter who might be taking home an under
socialized and skittish dog?
HSHV RESOURCES: RETAIL SPECIFIC TRAINING
Activity 2: How about you?
Partner up!
Spend some time asking about your partner’s
pets at home.
What are some of their favorite things?
Any challenges?
Field Trip! Be back in the room in 15 minutes.
Help suggest to your partner some of the items in our
Paws to Shop store that might be great for them and
their pet.
PAWS TO SHOP VOLUNTEERS
Paws to Shop has volunteer opportunities as well
and helps ensure we are supplying the right tools
for a great start. Possible volunteer opportunities
include:
Retail Specialist- helps assist customers in the
shop during known busy days and times
Offsite: Help at events such as Walk and Wag
or our weekly spot at the Dixboro Farmers
Market
Behind the Scenes: Help with inventory,
stocking, pricing
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UNIQUE NEEDS FOR THIS ANIMAL:
ADOPTION RECOMMENDATIONS
Adoption Recommendation will be printed in a document with
notes from our behavior team with hand picked tools for this
animal and their special needs
It will be printed by Adoption Desk Staff at time of approval
Make sure to thoroughly read and focus on these
recommendations
The most crucial tools to success
Products: If a product from our Paws to Shop store is recommended, make sure
to use our skills we just learned to help match them with that product.
Walk the adopter over to the product in the store and try handing it
to them to see what they think about it. People are drastically more
likely to buy a product they have held in their hands.
Remember, we are doing our best to give our animals and our
adopters the tools they need to be successful.
Handouts: If a specific handout is recommended, the Adoption Desk staff will
print this handout for you.
It is a best practice to glance over the handout before your meeting
so you are familiar with the subject.
Please read through this handout with your adopter and make it a
focus of your adoption meeting.
Examples:
Keeping Your High Energy Dog Happy and Healthy
Adopting a Cautious Kitten
Cat Tips for Litter Box Problems
The most crucial tools to success, cont.
THE HOW
What it looks like altogether (for volunteers only)
EXPECTATIONS
As an adoption counselor, you need regular
practice to retain necessary adoption
information and stay updated on changes.
This position requires a minimum of 2 shifts per
month, or 4 total hours of adoption counseling
At times we may send out urgent emails
requesting assistance during busy times. It is
much appreciated if you can be responsive to
those needs.
The summer season is very hectic! Expect to be
busy during your shift, but please don’t feel
obligated to stay beyond your end time.
A DAY IN THE LIFE OF AN ADOPTION COUNSELOR
Sign in for your shift
Signing up ahead of time is very helpful, but not necessary
Check in with the Adoptions Desk
If available, grab a radio
During down time, feel free to assist as a Greeter
When an animal is ready to go home, you will hear a radio page “Is anyone available to do an adoption meeting for…” When you hear this, radio back and head up to the Adoptions Desk.
At the side counter of the Adoptions Desk, there are colorful folders. Grab your folder; it has everything inside you will need for your meeting.
Pay particular attention to the Adoption Meeting Checklist to see what topics have already been covered during the Adoption Approval
Find your family
Typically, families will be wandering around our Paws to Shop area. Sometimes when it is really hopping, we will use restaurant pagers.
Find a cozy booth and take a seat
A great way to start your meeting
“Congratulations on adopting! What topics are most important to you that we talk about today?”
YOUR FIRST FEW STEPS
Shadowing
Completing the Adoption Counselor Training
Log
Approval from Supervisor
Adoption Counselor Schedule
YOUR FIRST FEW STEPS: SHADOWING
The importance of shadowing
Shadow a variety of staff and volunteer
adoption meetings: 8 cats/kitten, 8
dogs/puppy
Feel free to ask questions before, during, and
after the meeting
Be your own advocate; ask to shadow and be
proactive!
Log your shadowing hours under: “Adoption
Counselor Shadowing” in VIC The Adoption Counseling assignment will be open on your VIC
account so you can see when other trained volunteer AC’s are
scheduled. Until you have been approved to do adoption
counseling on your own, please do not sign-up under this
assignment.
SHADOWING CONT.
During the shadow process you will learn how
and when to retrieve the animals after the
adoption meeting and bring them up to the
front to the awaiting adopter.
If the front desk staff has checked yes and
circled a color on the cat checklist that the
adopter would like to purchase a soft sided cat
carrier that is discounted to $27.00 at time of
adoption($37.00 from retail area if not
adopting)you will grab the adopters color
choice from the cat kitchen and place in the
carrier instead of the cardboard box.
YOUR FIRST FEW STEPS: TRAINING LOGS
Location of the logs will be at the Adoptions Desk
in the far left silver metal tray on the middle
counter
Make sure they are kept up-to-date for accurate record keeping! Filling out the log is your responsibility.
Once you have completed your required
number of shadows, it’s time to have someone
shadow you. Have Supervisors or Krista shadow
you twice in each species meeting.
That’s a total of FOUR shadows by a Supervisor
Please ensure at least two different Supervisors have shadowed you
(document name HRF-044)
YOUR FIRST FEW STEPS: APPROVAL
How will I know when I am approved?
Step 1: Your training log is complete and a
supervisor have signed-off on meetings they
shadowed you on
Step 2: Email [email protected] to let me know you
have been signed off
Step 3: Krista will notify Karen/Tawn to update your
VIC account to reflect Adoption Counselor as an
assignment.
Step 4: Once your account has been updated by
the volunteer department, you will receive an
Step 5: Congratulations! You are now an important
member of the Front of House Adoption Team!
YOUR FIRST FEW STEPS: SCHEDULING IN VIC
Once you have been approved, you will sign-
up under the Adoption Counselor assignment.
As you look at the schedule, you will notice
that we have identified areas of highest, high,
medium and low need. Please consider this
when choosing your time.
When choosing your time, you can either
select a predetermined time-slot or use the
“You choose the times” option at the bottom
of the list.
For areas of “highest need”, feel free to schedule
two or more volunteers during the same time.
THE HOW: GETTING OUR PAWS WET
Practice Scenarios
WHAT WOULD YOU RECOMMEND AND WHY?
A couple has a cat at home and wants to add
another. They have chosen a 4-year-old
previously spayed female who was found as a
stray. She is housed in a communal room.
An adopter’s dog passed away a few months
ago. The adopter lives in a house with a
fenced backyard, has experience with large
dog breeds, and has no other pets. The
chosen dog is a 3-year-old pit mix that was
surrendered by its owner.
WHAT WOULD YOU RECOMMEND AND WHY?
A 21-year-old adopter who lives in an
apartment with 2 roommates has come to
adopt a kitten. The adopter’s family had pets
but the adopter has no experience caring for a
pet as an adult. The kitten is 2 months old and
was sterilized yesterday.
A family with two children, ages 7 and 10, have
chosen to adopt a 5-year-old Love Train
Beagle mix. There is currently a cat in the
home. The parents have experience with
dogs, but not since the birth of their children.
They live in a condo with no fenced yard.
WHAT WOULD YOU RECOMMEND AND WHY?
An adopter with 2 cats and a small dog has
chosen to adopt another dog. The dog is a 3-
month-old puppy that was sterilized 2 weeks
ago. It is currently on a special diet for
diarrhea.
An adopter with 2 dogs has chosen to adopt
two 2-month-old kittens that were sterilized
recently. One kitten is on eye meds. The
adopter lived with cats as a child, but has not
had them as an adult.
Thank
you!Adoption
Meetings are a
crucial step in
finding forever
homes for our furry
friends. Thank you
for making a
difference!