David Franklin's informative presentation about how to run an animal shelter like a business

1. RUNNING A SHELTER AS A
BUSINESS

2. RUNNING A SHELTER AS A
BUSINESS

3. 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
OF UNNECESSARY
– HUMAN DESTRUCTION
• HAVE A LONG TERM GOAL,
BUT BE REALISTIC ABOUT ACHIEVING IT
– PLAN THE ROUTE TO IT VIA INTERMEDIATE GOALS

4. RESOURCES - PHYSICAL
• RECOGNISE YOUR LIMITS
• ALTERNATIVES:
– EXTERNAL REHOMING?
– GO TO THE SOURCE?

5. 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

6. RESOURCES - FINANCIAL
• TRY TO OBTAIN SUPPORT FROM
COMMERCIAL BUSINESSES

7. 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

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

9. MAKING YOURSELF KNOWN

10. MAKING YOURSELF KNOWN

11. 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

12. Organise your teams
Liaison between Reporting to Head
Ops Director & H/O AOD Office Department
Dept Heads
Line management
Line management outside RC
Volunteers opportunities Manager
Reporting chain within the RC
Assistant Manager Assistant Manager
Admin Ops Campaigns
Canine Carers TBA Ed Officer
(Rehomers)
Receptionists (Groomers)
(Puppy) Canine Carers
SRO
(Vol Co-ord) (Trainers)
Veterinary
Volunteers Nurses
Maintenance
Operatives Kennel
Fund Raisers Home Visits Dog Walkers Groomers
Duties

13. OBTAIN / MAXIMISE 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

14. 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

15. OBTAINING BEST VALUE
Budget
figure

16. 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”
EXPERIENCE
SO WE TRY TO GIVE THEM ONE!

17. 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

18. 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

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

20. SOPs
SOP01 ACCEPTANCE OF DOGS INTO CARE Revised 02/11
SOP02 SAFETY OF LONE WORKERS Revised 02/11
SOP03 FOSTER SCHEME Revised 02/11
SOP04 TRANSFER OF DOGS Revised 02/11
SOP05 NEUTERING Revised
Annex A - Neutering Voucher 02/11
Annex B - Covering letter
SOP06 SANCTUARY Revised 02/11
SOP07 SPECIAL TRAINING & REHOMING CENTRE Revised 02/11
SOP08 Pet24 TAG Revised
02/11
SOP09 ADOPTION OF DOGS FROM Dogs Trust CARE Revised 02/11
SOP10 DOGMOBILES Revised 02/11
SOP11 EUTHANASIA OF DOGS Revised 02/11
SOP12 BUSINESS CONTINUITY PLAN Revised 02/11
SOP13 IT PROBLEMS Revised 02/11
SOP 14 HOME FROM HOME SCHEME 02/11
SOP 15 ACCEPTING CANINE CARE CARD DOGS 02/11
SOP 16 BEHAVIOUR AND WELFARE 12/11
SOP 17 EVENTS UNIT 02/11
SOP 18 ALLEGATIONS OF MISTREATMENT OF A DOGS TRUST DOG 02/11
SOP 19 VIOLENCE AT WORK 02/11
SOP 20 DOGS PROHIBITED IN THE UK 01/11

21. 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

22. AGIs
AGI01 NATIONAL VETERINARY SUPPLIES 02/11
AGI02 VOLUNTEERS 02/11
AGI03 ADOPTION FEE 02/11
AGI04 DOG HANDLING EQUIPMENT AND TECHNIQUES 02/11
AGI05 GRADING OF DOGS FOR HANDLING 02/11
AGI06 OCCUPATION OF DOGS TRUST PROPERTY 02/11
AGI07 UNIFORM 02/11
AGI08 HANDLING OF CASH 02/11
AGI09 POLICY ON VACCINATION FOR VISITING DOGS 02/11
AGI10 DRIVING OF DOGS TRUST VEHICLES 02/11
AGI11 THE ADOPTION PROCESS 02/11
AGI12 MAINTENANCE OPERATIVES–ROUTINE CHECKS 02/11
AGI13 STANDARD OF CARE 02/11
AGI14 PRE ADOPTION TALK 02/11
AGI15 BIOSECURITY 02/11
AGI16 KENNEL CLEANING EQUIPMENT 10/10
AGI17 SOCIALISATION & HABITUATION OF PUPS 01/11
AGI18 CAT TESTING 01/11

23. What have we covered?
• IDENTIFY YOUR AIM / MISSION
• RECOGNISE YOUR LIMITS
• SECURE YOUR FUTURE TO REALISE YOUR PLANS
• DEVELOP PUBLICITY TO ATTRACT FUNDING
• ORGANISE YOUR TEAMS, GIVE THEM CLEAR GUIDANCE
• DO NOT BE SCARED OF USING GOOD BUSINESS
TECHNIQUES

24. RUNNING A SHELTER AS A
BUSINESS