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RUNNING A SHELTER AS A BUSINESS

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RUNNING A SHELTER AS A BUSINESS

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IDENTIFYING YOUR AIM AND RESOURCES• IDENTIFY YOUR AIM / MISSION: – SHELTER? REHOMING? VETERINARY AID? ETC – EVERYONE MUST UNDERSTAND IT MISSION STATEMENT – EVERYONE MUST BE COMMITTED TO IT DOGS TRUST IS WORKING TOWARDS• IDENTIFY YOUR RESOURCES: THE DAY WHEN ALL – PHYSICAL DOGS CAN ENJOY A HAPPY LIFE, – FINANCIAL FREE FROM THE THREAT – HUMAN OF UNNECESSARY DESTRUCTION• HAVE A LONG TERM GOAL, BUT BE REALISTIC ABOUT ACHIEVING IT – PLAN THE ROUTE TO IT VIA INTERMEDIATE GOALS

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RESOURCES - PHYSICAL• RECOGNISE YOUR LIMITS 32 KENNELS HOW MANY DOGS? • OVERCROWDING = STRESS

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RESOURCES - PHYSICAL• RECOGNISE YOUR LIMITS • ALTERNATIVES: – EXTERNAL REHOMING?

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RESOURCES - FINANCIAL• RECOGNISE YOUR LIMITS – DO NOT TAKE IN MORE THAN YOU CAN AFFORD TO CARE FOR• WORK HARD AT FUNDRAISING – SECURE YOUR FUTURE TO REALISE YOUR PLANS

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RESOURCES - FINANCIAL • TRY TO OBTAIN SUPPORT FROM COMMERCIAL BUSINESSES

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RESOURCES - FINANCIAL • TRY TO OBTAIN SUPPORT FROM COMMERCIAL BUSINESSES– THEY LIKE TO BE SEEN TO WORK WITH CHARITIES– BUT THEY WILL ONLY WORK WITH WELL ORGANISED CHARITIES

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RESOURCES - FINANCIAL• SHOP AROUND FOR THE BEST PRICE• DEVELOP PUBLICITY TO ATTRACT FUNDING

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MAKING YOURSELF KNOWN

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MAKING YOURSELF KNOWN

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RESOURCES - HUMAN • STAFF: – PAID? VOLUNTEER? MIXTURE?• PAID STAFF: + STANDARDS AND PROCEDURES ENFORCED + PROFESSIONAL IMAGE - EXPENSIVE• VOLUNTEERS: – DEPENDABILITY VITAL – DEVELOP ROLES TO SUIT YOUR NEEDS – MUST FEEL PART OF THE TEAM; TAKE TIME TO TRAIN AND INTEGRATE• NUMBERS OF STAFF: – DEPENDS ON SCOPE OF OPERATION – INSUFFICIENT = POOR STANDARDS

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OBTAINING BEST VALUE• KEEP RECORDS• MEASURE PERFORMANCE – COMPARE MONTH BY MONTH AND YEAR BY YEAR• AMONG THOSE DOGS TRUST PLOTS: – GROSS REHOMES – RETURNS TO KENNEL – OCCUPANCY OF KENNELS – AVERAGE LENGTH OF STAY IN KENNELS – VETERINARY COSTS – NUMBER OF DOGS PER STAFF MEMBER – COST PER DOG CARED FOR – FOOD COSTS

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OBTAINING BEST VALUE Food cost per dog per day0.6 20070.5 20080.4 Budget figure0.30.20.1 0 e es wb a re rl n s ll id n e lis as nt we t s av c ag e ba de ilfr ed da ke or er br ha ca sn st ev sa gl ne sh er m le ro

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KEY PERFORMANCE INDICATORS• WHY MEASURE PERFORMANCE? – FOR THE BENEFIT OF THE ANIMALS – TO MAKE US THINK AND SEARCH FOR IMPROVEMENTS• KEY PERFORMANCE INDICATORS HELP US : – TO UNDERSTAND THE FACTORS THAT INFLUENCE OPERATIONS• KPIs ARE USED IN BUSINESS• DO NOT BE SCARED OF USING GOOD BUSINESS TECHNIQUES• COMMERCIAL BUSINESS CAN TEACH US ABOUT: – CUSTOMER SERVICE – STAFF TRAINING – MARKETING – PUBLICITY

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APPEARANCES YOU MAY ONLY HAVE BASIC SPACES TO OPERATE FROM BUT PRESENTATION MAKES A BIG DIFFERENCE TO CUSTOMERS UK CUSTOMERS HAVE COME TO EXPECT A “SHOPPING MALL” EXPERIENCESO WE TRY TO GIVE THEM ONE!

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APPEARANCES WE ALL HAVE AREAS THAT LOOK A BIT MESSY! BUT NOT NEXT TO RECEPTION!! KEEP YOUR UNTIDY WORK AREAS AWAY FROM CUSTOMER ACCESS AREAS!!!

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PRESENTATION TO PUBLIC• UNIFORMS• OPENING HOURS CONVENIENT FOR THE PUBLIC – WEEKENDS – EVENINGS?• CUSTOMER SERVICE• A HAPPY CUSTOMER WILL SPREAD THE WORD• UNFORTUNATELY SO WILL AN UNHAPPY ONE!• DO NOT LET DOWN YOUR ANIMALS BY UPSETTING A POTENTIAL ADOPTER

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STAFF ISSUES• CLEAR INSTRUCTIONS FOR STAFF: – STANDARD PROCEDURES TO FOLLOW• STAFF TRAINING: – TIME CONSUMING BUT WORTHWHILE• KEEP STAFF INFORMED• BE OPEN TO SUGGESTIONS: – GOOD IDEAS DO NOT ALWAYS COME FROM THE TOP

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SOPs• STANDARD OPERATING PROCEDURES – DESIGNED TO STEER YOU THROUGH A PROCESS LOGICALLY, STEP BY STEP – EVEN THE MOST INEXPERIENCED STAFF MEMBER CAN USE THEM

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SOPsSOP01 ACCEPTANCE OF DOGS INTO CARE Revised 02/11SOP02 SAFETY OF LONE WORKERS Revised 02/11SOP03 FOSTER SCHEME Revised 02/11SOP04 TRANSFER OF DOGS Revised 02/11SOP05 NEUTERING Revised Annex A - Neutering Voucher 02/11 Annex B - Covering letterSOP06 SANCTUARY Revised 02/11SOP07 SPECIAL TRAINING & REHOMING CENTRE Revised 02/11 SOP08 Pet24 TAG Revised 02/11SOP09 ADOPTION OF DOGS FROM Dogs Trust CARE Revised 02/11SOP10 DOGMOBILES Revised 02/11SOP11 EUTHANASIA OF DOGS Revised 02/11SOP12 BUSINESS CONTINUITY PLAN Revised 02/11SOP13 IT PROBLEMS Revised 02/11SOP 14 HOME FROM HOME SCHEME 02/11SOP 15 ACCEPTING CANINE CARE CARD DOGS 02/11SOP 16 BEHAVIOUR AND WELFARE 12/11SOP 17 EVENTS UNIT 02/11SOP 18 ALLEGATIONS OF MISTREATMENT OF A DOGS TRUST DOG 02/11SOP 19 VIOLENCE AT WORK 02/11SOP 20 DOGS PROHIBITED IN THE UK 01/11

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AGIs• ADMINISTRATIVE GUIDELINES AND INSTRUCTIONS – NOT INTENDED TO GIVE A STEP BY STEP GUIDE TO A PROCESS – BUT INTENDED TO SPECIFY MEASURES TO BE TAKEN IN ORDER TO ALLOW OPERATIONS TO RUN SMOOTHLY

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AGIsAGI01 NATIONAL VETERINARY SUPPLIES 02/11AGI02 VOLUNTEERS 02/11AGI03 ADOPTION FEE 02/11AGI04 DOG HANDLING EQUIPMENT AND TECHNIQUES 02/11AGI05 GRADING OF DOGS FOR HANDLING 02/11AGI06 OCCUPATION OF DOGS TRUST PROPERTY 02/11AGI07 UNIFORM 02/11AGI08 HANDLING OF CASH 02/11AGI09 POLICY ON VACCINATION FOR VISITING DOGS 02/11AGI10 DRIVING OF DOGS TRUST VEHICLES 02/11AGI11 THE ADOPTION PROCESS 02/11AGI12 MAINTENANCE OPERATIVES–ROUTINE CHECKS 02/11AGI13 STANDARD OF CARE 02/11AGI14 PRE ADOPTION TALK 02/11AGI15 BIOSECURITY 02/11AGI16 KENNEL CLEANING EQUIPMENT 10/10AGI17 SOCIALISATION & HABITUATION OF PUPS01/11AGI18 CAT TESTING 01/11

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What have we covered?• IDENTIFY YOUR AIM / MISSION• RECOGNISE YOUR LIMITS• SECURE YOUR FUTURE TO REALISE YOUR PLANS• DEVELOP PUBLICITY TO ATTRACT FUNDING• DO NOT BE SCARED OF USING GOOD BUSINESS TECHNIQUES

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RUNNING A SHELTER AS A BUSINESS