RUNNING A SHELTER AS A BUSINESS

RUNNING A SHELTER AS A BUSINESS

IDENTIFYING YOUR AIM AND RESOURCES

• IDENTIFY YOUR AIM / MISSION:

– SHELTER? REHOMING? VETERINARY AID? ETC

– EVERYONE MUST UNDERSTAND IT

– EVERYONE MUST BE COMMITTED TO IT

• IDENTIFY YOUR RESOURCES:

– PHYSICAL

– FINANCIAL

– HUMAN

• HAVE A LONG TERM GOAL,

BUT BE REALISTIC ABOUT ACHIEVING IT

– PLAN THE ROUTE TO IT VIA INTERMEDIATE GOALS

DOGS TRUST IS WORKING TOWARDS

THE DAY WHENALL

DOGS CAN ENJOYA HAPPY LIFE,

FREEFROM THE THREAT OF UNNECESSARY

DESTRUCTION

MISSION STATEMENT

RESOURCES - PHYSICAL

• RECOGNISE YOUR LIMITS

32 KENNELS

HOW MANY DOGS?

• OVERCROWDING = STRESS

RESOURCES - PHYSICAL

• RECOGNISE YOUR LIMITS

• ALTERNATIVES:

– EXTERNAL REHOMING?

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

RESOURCES - FINANCIAL

• TRY TO OBTAIN SUPPORT FROM COMMERCIAL BUSINESSES

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

RESOURCES - FINANCIAL

• SHOP AROUND FOR THE BEST PRICE

• DEVELOP PUBLICITY TO ATTRACT FUNDING

MAKING YOURSELF KNOWN

MAKING YOURSELF KNOWN

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

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

Food cost per dog per day

0

0.1

0.2

0.3

0.4

0.5

0.62007

2008

OBTAINING BEST VALUE

Budget figure

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

APPEARANCES

YOU MAY ONLY HAVE BASIC SPACES TOOPERATE FROM

BUT PRESENTATION MAKES A BIGDIFFERENCE TO CUSTOMERS

UK CUSTOMERS HAVE COME TOEXPECT A “SHOPPING MALL”EXPERIENCE

SO WE TRY TO GIVE THEM ONE!

APPEARANCES

WE ALL HAVE AREAS THAT LOOK A BIT MESSY!

BUT NOT NEXT TO RECEPTION!!

KEEP YOUR UNTIDYWORK AREAS AWAYFROM CUSTOMERACCESS AREAS!!!

PRESENTATION TO PUBLIC

• 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

• UNIFORMS

STAFF ISSUES

• CLEAR INSTRUCTIONS FOR STAFF:

– STANDARD PROCEDURES TO FOLLOW

• BE OPEN TO SUGGESTIONS:

– GOOD IDEAS DO NOT ALWAYS COME FROM THE TOP

• STAFF TRAINING:

– TIME CONSUMING BUT WORTHWHILE

• KEEP STAFF INFORMED

SOPs

• STANDARD OPERATING PROCEDURES

– DESIGNED TO STEER YOU THROUGH A PROCESS LOGICALLY, STEP BY STEP

– EVEN THE MOST INEXPERIENCED STAFF MEMBER CAN USE THEM

SOPs

SOP01 ACCEPTANCE OF DOGS INTO CARE Revised 02/11 SOP02 SAFETY OF LONE WORKERS Revised 02/11SOP03 FOSTER SCHEME Revised 02/11SOP04 TRANSFER OF DOGS Revised 02/11SOP05 NEUTERING Revised

Annex A - Neutering Voucher 02/11Annex B - Covering letter

SOP06 SANCTUARY Revised 02/11

SOP07 SPECIAL TRAINING & REHOMING CENTRE Revised 02/11

SOP08 Pet24 TAG Revised 02/11SOP09 ADOPTION OF DOGS FROM Dogs Trust CARE Revised 02/11 SOP10 DOGMOBILES Revised 02/11SOP11 EUTHANASIA OF DOGS Revised 02/11SOP12 BUSINESS CONTINUITY PLAN Revised02/11SOP13 IT PROBLEMS Revised02/11SOP 14 HOME FROM HOME SCHEME02/11SOP 15 ACCEPTING CANINE CARE CARD DOGS 02/11SOP 16 BEHAVIOUR AND WELFARE 12/11 SOP 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

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

AGIs

AGI01 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

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

RUNNING A SHELTER AS A BUSINESS