Reducing Surrenders
Animal Help Desk
Nevada Humane Society
Nevada Humane Society Animal Help Desk
Over 5 Million animals
still die in shelters
every year - simply
because they are
homeless
Nevada Humane Society Animal Help Desk
Because many homeless
animals are not neutered,
there are more being
born each hour
No one knows for sure
how many homeless pets
there are at any given
time
Nationally, an average of
12 million cats and dogs
enter animal shelters
each year
Nevada Humane Society Animal Help Desk
no-
Creating a no-kill community
Two critical areas of focus
in order to achieve a
no-
no-kill community
Increase the number
of pets that leave
alive
Decrease the number
of pets coming into
the shelter
Nevada Humane Society Animal Help Desk
Shelters should be places of last resort
for animals
Nevada Humane Society Animal Help desk
Just talking can sometimes really
help sort out some problems
Nevada Humane Society Animal Help Desk
Launched in 2007
Responded to:
• Over 8,400 requests in
first six months
• 20,295 requests in 2008
• 20,190 requests in 2009
Nevada Humane Society Animal Help Desk
Shelter Statistics
Incoming dogs & cats:
Decrease
2006: 16,291
2007: 15,948 2.1%
2008: 15.560 2.4 %
2009: 14,766 5%
Nevada Humane Society Animal Help Desk
Free advice with the
goal of keeping pets in
their homes and
out of the shelter
Nevada Humane Society Animal Help Desk
What do people expect?
Ask questions to find out about Explain how they can resolve a
their situation. Just talking can behavior issue or find a new
help to sort out some problems home for the animal
Share information, and talk If it’s a feral cat, you’ll talk
them through how they may them through the benefits of
take action and ways you trap/neuter/return
can help
Provide referrals to other
Explore options and help to resources, i.e. affordable
find a solution for the animals spay/neuter services or
(Be a possibility thinker!) training
Nevada Humane Society Animal Help Desk
Prioritize calls/emails
Be professional AND
personal
Take lots of notes
Always ask for the pet’s
name
Really listen
non-
Be non-judgmental
Show Compassion
Nevada Humane Society Animal Help Desk
Avoid using questions like: Better phrasing would be:
“Is the cat adoptable? “
“Is the cat friendly?”
“Is the cat feral?”
“Can you pet him?”
Nevada Humane Society Animal Help Desk
Most pet owners are not
behavior experts
Low cost
spay/neuter and
vaccination
services
Nevada Humane Society Animal Help Desk
Discover the underlying
problem and help
the person find a
workable solution
Nevada Humane Society Animal Help Desk
Information Clearing House
Provide community
information:
• Low-cost spay/neuter
• Vaccination clinics
• Breed rescue groups
• Dog training
• Pet-friendly housing
• Wildlife rehabilitation
• TNR resources
• Etc.
Nevada Humane Society Animal Help Desk
Stay Positive!
There ARE good
homes out there
Don’t generalize the
behavior of a
minority of people
“Go and let the dog in George! He’s
whining and scratching at the door
again.”
Nevada Humane Society Animal Help Desk
Shelter settings
can bring on
stress - related
problems
Nevada Humane Society Animal Help Desk
Most Common Complaints
Cats Dogs
Litter box problems Aggression
Aggression Housebreaking lapse
Damaging furniture Separation anxiety
Fearfulness Nuisance Barking
Lifestyle changes
Moving
Allergies
New baby
Stray animals
Feral cats
Nevada Humane Society Animal Help Desk
Many situations may end with
a better outcome than surrender
Nevada Humane Society Animal Help Desk
“ I need to find a home
for my pet!” What type of pet do you have?
What’s your pet’s name?
How old is he?
How long have you had him?
Why do you feel you need to
give him up?
Nevada Humane Society Animal Help Desk
I’m moving and cannot Exhaust any and all
take my pet! other options
Offer personal experience
Animal shelter facts
Offer resources on traveling
w/pets
Share free transportation
resources
pet-
Offer resources on finding pet-
friendly housing
The pet is depending on its
Are you moving by car/air? owner
What is your main concern? non-
Stay non-judgmental
What is your timeline?
Nevada Humane Society Animal Help Desk
My child is allergic to our pet
Allergy Test
allergy-
Create allergy-free zone
Air-
Hepa Air-Filters
Regular baths
Medical treatment
Nevada Humane Society Animal Help Desk
Expecting a Baby
Prepare your pet
Spay/neuter & update
vaccines
Trim nails
Training (class)
Ask friends with babies to visit
Play baby sounds
Nevada Humane Society Animal Help Desk
Senior Pets
An important concern, particularly with
older pets, is finding a situation that will
provide the pet with a good quality of life
Nevada Humane Society Animal Help Desk
Most facilities, whether no-kill or traditional, will
not be able to take in more than a couple of
animals at the same facility, at the same time
Nevada Humane Society Animal Help Desk
How do you deal with the
really negative folks?
My cat is diabetic – I’ll
never be able to find her
another home!
My dog is an escape
artist – he is totally crazy!
My rabbit is aggressive –
nobody will want him!
Nevada Humane Society Animal Help Desk
Be creative – think outside of the box
The notion of 'thinking outside
the box' is far more than just
another cliché
You can help the caller to
move out of their comfort zone
to find innovative solutions to
what they may consider an
insurmountable problem
Nevada Humane Society Animal Help Desk
I cannot afford medical care
Care Credit for my pet
Check for any items to sell
Yard sale/Bake Sale/Car Wash
Donation cans
Birthday/Holiday
Fundraiser Drives
Websites
non-
Cut back on non-essential
monthly expenses
Contact organizations
providing financial assistance
(such as IMOM, UAN,
FVMEAP)
Nevada Humane Society Animal Help desk
Behavior problems
Rule out health problems
– many behaviors can be
caused by medical
condition
In severe cases, refer to
a professional
If appropriate, discuss
behavior modification
drugs with vet
Nevada Humane Society Animal Help Desk
When did the problem start?
Have you taken the cat to the vet
Inappropriate Elimination
recently?
in Cats
Has anything changed in the cat’s
environment or living situation?
How many cats are in the house?
How many litter boxes do you
have?
How old is the cat?
boxes-
How often do you clean boxes-
scoop the litter?
What type of cleaner do you use?
Where is the litter box located?
What size is the litter box?
Do you use plastic liners?
What type of litter do you use?
Nevada Humane Society Animal Help Desk
Cat Aggression towards people
Declawed
Excessive or unwelcomed
petting
Small/noisy children
Other pets in home
Loud Noises
Outside animals
Nevada Humane Society Animal Help Desk
New cat addition? Cat/Cat Aggression
How were they
introduced?
Get extra litter box, bed,
dishes etc.
Separate
Recognize “triggers”
Re-
Re-introduce gradually
Use Pheromones
Nevada Humane Society Animal Help Desk
Scratching furniture:
Two-
Two-fold approach to solve this problem
Deter the cat from the
currently selected spot(s)
Provide a desirable
scratching post for the cat
to use
Nevada Humane Society Animal Help Desk
Deterrants
Spraying perfume or citrus
scents can be a deterrent
double-
Put double-sided sticky tape There are also some indoor cat
on the spot where the cat is repellents sold at most pet
scratching stores
loose-
Cover the surface with a loose- Spray the cat with water from a
fitting drape or fabric cover that squirt gun or a plant mister
will move when scratched when you catch him in the act
Tape aluminum foil/wax paper
in place over the surface
Nevada Humane Society Animal Help Desk
Scratching alternatives
sisal-
Most cats prefer rope, sisal-
covered or natural wood
scratching posts The post needs to be tall
enough for the cat to stretch
Some cats prefer carpeted out (taller than the full length of
posts the cat when stretched out)
Find out where the cat is A remnant piece of carpet
currently scratching and get a attached to the wall at 3 ft high
similar material to cover the
post
Nevada Humane Society Animal Help Desk
Trimming the cat’s nails
regularly can minimize
damage to furnishings.
We do not endorse
declawing as a viable
solution for scratching
Soft Paws are plastic
claw-
claw-shaped caps that
are glued onto the cat’s
claws
Nevada Humane Society Animal Help Desk
Most common
Dog Behavior complaints
Aggression
House soiling/Potty training
Nuisance Barking
Separation Anxiety
Nevada Humane Society Animal Help Desk
Aggression in Dogs
Identify the form of aggression
Dominance Aggression
Food Aggression
Prey Aggression
Territorial Aggression
Fear Aggression
Protective Aggression
Possessive Aggression
Re-
Re-directed Aggression
Sibling Rivalry
Unaltered dogs
Nevada Humane Society Animal Help Desk
House training
The key to success is
consistency
Regular potty breaks
Repeated commands/phrases
Consider size/age of dog
Crate train
Pheromones
Nevada Humane Society Animal Help Desk
Nuisance Barking
Dogs do not need
space as much
as they need our time
and our love
Watchdog Barking
Request Barking
Fearful Barking
Boredom Barking
Nevada Humane Society Animal Help Desk
Separation Anxiety
New Home
Change in schedule
Shelter dogs
Moving
Death of a family member
New pets/people/baby
Home alone
Nevada Humane Society Animal Help Desk
Training provides Help your dog survive being alone
without destroying your home!
structure/balance
Provide Exercise
toys/Kongs
Interactive toys/Kongs
Radio/TV
Crate training
Cue words
Come/Leave calmly
Increase time gradually
Pheromones (D.A.P.)
Rescue Remedy
Dog sitter/ Doggie day care
Anti-
Anti-Anxiety medication
Nevada Humane Society Animal Help Desk
Finding A New
Home
Advertise widely
Photos and detailed
descriptions
Flyers
Adoption Websites
Breed Rescue
Word of Mouth
Take Dog to Parks/Pet Stores
Bandana/Adopt Me sign
Use Community Contacts
Brochure:
“How To Find Homes For
Homeless Pets”
Nevada Humane Society Animal help Desk
Make the flyer personable
Well hello there!
I'm Billy and I am in search of my new human
lifetime buddy! Do you like Soccer? Well, then we
already have one big thing in common! I can teach
you a few techniques you've never seen before.
I'm not what you would call a social butterfly, and I'd
rather be with my person, but with your re-assurance
and guidance I will gladly accept your friends. I am a
real diamond in the rough and I am very eager to
learn any cool tricks you might have up your sleeve!
I am very energetic and athletic and would LOOOVE
an active person who will include me in their
everyday activities. We can have so much fun
together! Pick up the phone! Call me! Oh and, I'm
willing to travel, just saying......
Nevada Humane Society Animal Help Desk
Be honest about any special needs
Hello there.....my name is Kaley and I am
currently interviewing for a new forever
home. I LOVE good conversations, and I
have a lot to say on pretty much anything.
But I also like to just hang on the couch
and watch Oprah with you, preferably
while being petted or brushed. I don't care
much for dogs - they're obnoxious - but
another kitty friend would be great! Come
on, don't be shy, give me a call and I'll tell
you all about myself...well, I'll let my friend
Terry do the talk unless you speak “CAT".
Nevada Humane Society Animal Help Desk
The owner
The pet’s best
option for
finding a new
home!
Nevada Humane Society Animal Help Desk
Promote T/N/R
Nevada Humane Society Animal Help Desk
Nevada Humane Society Animal Help Desk
Explain the Benefits of Trap-Neuter-Return
Nevada Humane Society Animal Help Desk
What is a feral cat?
Many people don’t know what feral
means, so it’s best to ask a few Are any of the cats friendly or
specific questions are they very shy?
Do any of the cats like to be
petted?
Do any of them approach
people?
Where are the cats?
How many are there?
Are there any kittens?
Pregnant cats?
Is anyone feeding the cats?
Nevada Humane Society Animal Help Desk
Washoe County Regional Animal Services
TNR brochure
Nevada Humane Society Animal Help Desk
Ignoring feral cats
is not a workable
solution
If left unchecked,
they breed quickly
Nevada Humane Society Animal Help Desk
Barn Cat Adoptions
Reducing Surrenders
“Effective people are not problem-minded;
they're opportunity-minded.
They feed opportunities and starve
problems.” —Steven Covey
Nevada Humane Society Animal Help Desk
Is the baby animal ……. Wildlife
Bleeding
Shivering
Vomiting
Attacked by animal
If yes – take to closest Rehabber If no – find the nest and put
baby back, watch for parents
to come back at dusk/dawn
Nevada Humane Society Animal Help Desk
Baby Birds Baby Bunnies
Is he feathered? It’s a Uninjured
fledgling, leave alone Eyes open
Ears up
If not feathered, it’s a nestling 4-5 inches long
and will need help. Put back in Baby should be left alone
nest
Nevada Humane Society Animal Help Desk
Orphaned feral
baby kittens
Eyes closed, ears folded
Determine age
over – 1 to 14 days old
Eyes open, kitten moves
around wobbly – 2 to 3
weeks old
Eyes open, ears are up
and walks around – 3 to 4
Kittens under 4 weeks need to be weeks old
bottle - fed
Nevada Humane Society Animal Help Desk
Found animals
Report with local AS
Check for ID/Microchip
Can they hold on to the pet?
Place/check ads in
Newspapers
Post Flyers
Leave out some info for ID
Nevada Humane Society Animal Help Desk
Missing pets DO NOT GIVE UP!
Don’t waste time
Ask EVERYONE
Hand out and post flyers
Place ads
Call local shelters, rescue
groups, veterinarians
Visit shelters in person
Check www.petharbor.com
Cats may be accidently locked
up in basements, garages,
sheds, crawl spaces
Place a litter box or item with
familiar scent outside
Nevada Humane Society Animal Help Desk
Nevada Humane Society Animal Help Desk
Seek Volunteer Support
Nevada Humane Society Animal Help Desk
Involve Owner in Solution
Nevada Humane Society Animal Help Desk
Mission
Impossible?
We don’t
think so!
Nevada Humane Society Animal Help Desk
The Three E’s
Educate Encourage Enable
Nevada Humane Society Animal Help Desk
Nevada Humane Society Animal Help Desk
Never Give up!
Nevada Humane Society Animal Help Desk
Find the best solution for the animal
Nevada Humane Society Animal Help Desk
Find the best solution for the animal
Listen!
Nevada Humane Society Animal Help Desk
Find the best solution for the animal
Listen!
Be non-judgmental
Nevada Humane Society Animal Help Desk
Find the best solution for the animal
Listen!
Be non-judgmental
Be empathetic
Nevada Humane Society Animal Help Desk
Find the best solution for the animal
Listen!
Be non-judgmental
Be empathetic
Use your powers of persuasion
Nevada Humane Society Animal Help Desk
Find the best solution for the animal
Listen!
Be non-judgmental
Be empathetic
Use your powers of persuasion
Assess and make a decision
Nevada Humane Society Animal Help Desk
Find the best solution for the animal
Listen!
Be non-judgmental
Be empathetic
Use your powers of persuasion
Assess and make a decision
Focus on the positive outcome
Nevada Humane Society Animal Help Desk
Find the best solution for the animal
Listen!
Be non-judgmental
Be empathetic
Use your powers of persuasion
Assess and make a decision
Focus on the positive outcome
The Three E’s:
Educate, Encourage, Enable
Sent: Wednesday, June 16, 2010 7:09 PM
To: Animal Help
Subject: RE: Sadie - Flyer picture
Hello Beata,
I'm glad you got the message, and low and behold
she will have a new home next weekend. I felt
really comfortable with the future owner and she
was really picky about the kind of dog she wanted.
And Sadie was a perfect match!
So thank you for all your help and advice. We need
more people like you to help owners who don't
know their options.
Thanks again!
Candice
Nevada Humane Society Animal Help Desk
Nobody made a bigger mistake than he who
did nothing, because he could only do a little.
- Edmund Burke
Contact Information:
Beata Liebetruth, Animal Help Desk Manager
775-856-2000 Ext. 336
bliebetruth@nevadahumanesociety.org
Nevada Humane Society