1. ADOPTIONS 101 overview of the Adoptions department

2. CLASS AGENDA HSSV’s adoption philosophy Customer service goals & outcomes 7 Adoption FAQs

3. HSSV’S ADOPTION PHILOSOPHY Our guiding principles: We trust people! We ask open- ended questions instead of a pass/fail application We always look for ways to make an adoption happen, not turn one down We are respectful of the customer’s experience & knowledge and assume they have come to HSSV to help animals

4. We view returned animals as an opportunity to learn more about our adopters and animals to make a better match next time We provide support before, during, and after adoption to help make adoptions successful We provide exceptional customer service to ALL visitors, whether or not they adopt, because word of mouth is the best form of advertisement We cater to each individual person AND pet with flexible guidelines and creative solutions for each situation

5. CUSTOMER SERVICE: Our goal is to make visitors feel... WELCOMEIMPORTANTCOMFORTABLE ●greet all visitors ●make eye contact ●smile ●show interest with engaging remarks ●be professional & flexible ●help direct visitors to where they need to go ●give visitors your undivided attention ●let the customer explain their need before telling them what to do ●practice active listening by paraphrasing or restating what you’ve heard ●convey honesty, sensitivity and empathy ●provide options and share information in a professional manner ●avoid judgemental statements ●provide directions to chairs, restrooms, drinking fountains

6. CUSTOMER SERVICE: Outcomes POOR Experiences Cause... ●fewer adoptions ●people to feel distrusted ●fewer volunteers and supporters ●negative perceptions shared with public online & by word of mouth POSITIVE Experiences Cause… ●more adoptions ●people to feel respected and trusted ●increased number of volunteers ●more donations ●positive perceptions shared with others ●continued relationships with people who will return to HSSV for services

7. ADOPTION FAQ’S 1.Where do all the animals come from? The Stray: we receive stray animals from the city of Sunnyvale. We keep them for LENGTH OF STRAY HOLD before putting them up for adoption. The Owner Surrender: we receive animals from people who are unable to keep their pets. We do not judge people who surrender their animals, as many are good pet owners who have come into bad circumstances (ie - loss of home, loss of income, etc.) The Transfer In: most of our animals are transferred in from local shelters that are often overcrowded or do not have the medical resources that HSSV has to care for an animal’s specific needs.

8. ADOPTION FAQ’S 2. What is the adoption process? STEP 1 STEP 2 STEP 3 STEP 4 LOOK: Look for an animal that interests you and keep in mind we have animals at 4 different locations as well as in foster homes. MEET: We’d love to have a staff member or trained volunteer introduce you to our animals! TALK: We’ll share what we know about the animals in our care, discuss your expectations for a new companion, and help plan your post-adoption needs to make it a smooth transition for person and pet! ADOPT!

9. ADOPTION FAQ’S 3. What are the adoption requirements? adopters must be at least 18 years of age adopters must have a valid form of photo ID adopted cats, rabbits, and pocket pets must go home in a safe & secure carrier adopted dogs must go home with a leash & collar or in a safe & secure carrier Although not required, we recommend that the entire household meet the animal before adoption. Some dogs may also require a “dog-to- dog” introduction before adoption if the adopter already has a dog at home. We do not perform on-site “cat-to-dog” or “cat-to-cat” introductions -- our adoption staff will go over how to properly perform these introductions at home.

10. ADOPTION FAQ’S 4. Can I put an animal on hold? Yes! We offer a 24-hour hold for an animal when, for one reason or another, an adopter is unable to take a pet home the same day, or wants to take some time to think about their decision. Holds are offered after adopters have already met the animal and have started the adoption process with an adoption counselor. COURTESY HOLDPAID HOLD  free of charge  due to a pending adoption requirement  not offered for puppies or kittens  $55 non-refundable deposit toward adoption fee  all adoption requirements fulfilled  offered for puppies & kittens

11. ADOPTION FAQ’S 5. What are the adoption fees? SINGLEEACH ADDITIONAL DOG$175*$100* PUPPY$225*$100* CAT$175$100 KITTEN$175$100 RABBIT$70$40 GUINEA PIG$30$10 RAT/HAMSTER$20$10 *PLEASE NOTE: Some dogs, and ALL puppies under 6 months require a training class fee of $125 in addition to their adoption fee.

12. ADOPTION FAQ’S ●Spay/Neuter surgery ●Medical examination ●Behavioral evaluation ●All necessary vaccines appropriate for the animal's age and species ●Routine deworming ●Cats and kittens are tested for FeLV ●Home Again Microchip with life-time registration ●Sponsored veterinary visit and select aftercare discount through one of our partners ●Post Adoption support: access to resources & pet care advice for life 6. What do the fees cover? NOTE: while HSSV will always be there for our adopters and their animals, once an adoption is finalized, adopters are responsible for ALL future care, including all medical care.

13. ADOPTION FAQ’S Ongoing Promotions 50% off adoption fees for the following:  Senior people age 60+ adopting senior pets age 6+ Veterans and active duty military personnel adopting any animal  Volunteers adopting any animal  Staff adopting any animal 7. Are there any discounts?

14. Now You Know! Forget the facts? Don’t sweat! You can always find the answer to your adoption questions in the Customer Care Reference Guide on the volunteer website and in person in the Volunteer Center, by the Dog & Cat Socialization Boards, Rabbit Locker, Kitten Nursery, and Adoption Desk. Or, ask a staff member! volunteer website Brag about us! Check out the Top 10 things to tell a friend about HSSV!Top 10 things to tell a friend about HSSV!

15. You have completed Adoptions 101 and can now move onto your further training! Please complete this quiz and submit your answers to adoptions@hssv.org