Animal Services Management Consulting

We perform comprehensive reviews of animal services programs. These reviews include, but are not limited to, administration, shelter operations, field operations, volunteer programs, veterinary programs, spay neuter programs, policies and procedures, staffing, workload, training, information technology, and public relations.

We review and evaluate the agency’s animal services ordinance, mission statement, goals, objectives, policies, procedures, and organizational structure. We analyze management systems, organizational relationships, and the allocation and management of personnel. We review and evaluate records, training, communications, information systems, facilities, equipment, fiscal management, public relations, and employee morale to determine if these components are in alignment with the agency’s mission, goals, and policies.

We examine agency staffing, including hours of operation, span of control, job descriptions, proper classification, and appropriate salary allocation. We examine the deployment of field, shelter, clerical, and medical staff and the use of volunteers. We analyze how functional vacancies caused by sick leave, vacation, and training impact the effectiveness of the organization.

We examine the cleaning and disinfection protocols of animal shelters and contrast the current methods with industry best practices. We evaluate alternative methods of providing an effective shelter health program to provide animal health evaluations, care and treatment of sick and injured animals, and professional guidance relative to sanitation and disease control issues. As part of this evaluation, we examine the veterinary resources available in the community and the best and most cost-effective way of providing health services for the shelter.

We help cities evaluate and compare service delivery models such as contracting with a humane society, providing an independent animal services and shelter program, contracting with a county for field and/or shelter service, or forming a Joint Powers Authority.

To ensure the maximum possible input in our reviews, Citygate emphasizes the participation of community stakeholders, citizens/customers, and employees in our study design.

We can conduct confidential internet-based customer/citizen surveys that address issues such as customer service, spay/neuter programs, adoption, humane education, and other procedures to reduce the community’s euthanasia rate, animal control response times, and program effectiveness, as well as volunteering, fees, hours of operation, etc.

We can also conduct confidential internet-based employee surveys that address issues such as management, communication, compensation, workload, policies and procedures, staffing, information technology, employee morale, and staff retention.

We evaluate quantity, condition, and appropriateness of vehicles. We determine if the vehicles designated for Animal Services field work are appropriate relative to size, number, and type of animal enclosure, effectiveness of animal-holding HVAC, and presence of ramps or lifting devices to prevent employee injury. We inventory the types and quantity of equipment necessary for animal services officers to perform their tasks and recommend changes where necessary.

We evaluate the methods and means by which calls are given to field officers and the policies and procedures that govern these activities. We review dispatch protocols and the effectiveness of training and cross-training for individuals tasked with providing dispatch services. We examine the extent to which officer safety has been considered relative to requirements for officers to provide updated location information, dispatch personnel to be aware of officer location, and the presence of radio logs to document officer activities.

We analyze the information technology resources of the agency, including the effective use of software and hardware that enables tracking of service calls, animal inventory, work schedules, call frequency by area, complainant and defendant records, rabies control information, and animal licensing. We determine if staff is fully using the capabilities of the information technology system and make recommendations relative to needed initial and recurrent training and/or software upgrades.

We can develop policies and procedures manuals based on the unique requirements and expectations of your agency. We can update animal services ordinances to meet current and projected community needs and expectations.

We will review an agency’s initial and recurrent training and contrast these with industry best practices. This review will include, but will not be limited to, animal handling, vehicle operations, firearms, safe lifting, shelter protocols, disease prevention, information technology, customer service, telephone procedures, records retention, dispatch policies and procedures, and incident reporting. We will review the agency’s training manuals and audio/visual resources and suggest improvements where necessary.

An animal shelter needs to provide a healthy and appropriate environment for animals and staff that facilitates the goals of the organization. We calculate/estimate the community’s current and projected animal population and then evaluate current and future shelter requirements. Our facilities reviews include an evaluation of all office space, information technology / telephone systems, animal holding facilities, veterinary treatment and spay/neuter areas, get acquainted and exercise areas, staff lounge space, food and equipment storage, officer work space, and training facilities.

We work with shelter architects and agency staff to develop an understanding of sheltering best practices and legal requirements. We then determine what shelter improvements will be necessary to meet the sheltering goals of the agency and develop cost-effective pathways to reach those goals. Our evaluation always includes the legal constraints and fiscal realities facing public agencies in today’s public sector environment.

We evaluate the current effectiveness of the agency’s public relations and communication efforts. We review agency publications for breadth and comprehension, including the ability of the agency to effectively communicate with the various ethnic groups in the community. We review the efforts of the agency relative to establishing school and civic group contacts and programs that communicate the agency’s mission, goals, and policies, with an emphasis on safety around animals, rabies prevention, humane treatment of animals, and the reduction of companion animal euthanasia.