DFL 101
TRAINING MANUAL
R1/16
TABLE OF CONTENTS
Welcome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1
Volunteer Policies and Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . .2
Animal-related Organizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9
Dumb Friends League Position Statements . . . . . . . . . . . . . . . . 12
Core Values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Caring for People Who Care for Animals . . . . . . . . . . . . . . . . . . . . 13
Evaluating Animals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Safe Animal Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Reading an Animal’s Body Language . . . . . . . . . . . . . . . . . . . . . . . 16
Chameleon Software (shelter animals database) . . . . . . . . . . . 19
Transmission Of Disease . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Clicker Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Volunteer Schedules with Early Closures . . . .Inside Back Cover
Locations & Hours. . . . . . . . . . . . . . . . . . . . . . . . Outside Back Cover
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WELCOME
This manual will help you understand how the Dumb Friends League fits into the animal welfare
movement and how you can fit within this organization. This is just the beginning, however. You’ll continue to
learn more each day and will have many opportunities for additional training and continuing education.
INTRODUCTION
DFL 101 Volunteer Information
Quebec Street Door Code
y Volunteers at the Quebec Street shelter will be assigned individual door codes to access the secure,
non-public areas. This door code will be the same 7-digit code you use to clock in, followed by “A.”
y For internal doors and kennel doors with a keypad, you will use the door code: ____________.
Buddy Center Shelter Door Code
y The Buddy Center door code is ____________ .
Volunteer Website
y Volunteer Services department schedules and training manuals can be viewed on our volunteer website
at ddfl.org/vol-login. You may also visit this site from our main site, ddfl.org, under the Volunteer tab, then
Current Volunteers.
y Your username is your email address.
y Your password is the last 7 digits of your home phone number.
Missed Shifts
y If you need to miss a shift due to illness, work, weather, etc., please call (720) 241-7160 or (303) 751-5772,
Ext. 7160 and leave a message. We will alert your department of your absence.
y You can also send an email to [email protected].
y This phone line and email are checked daily, so we will be sure to get your message.
* To make up a missed shift or pick up additional shifts, please visit the volunteer website. You can access the
volunteer calendars and sign up for make-up shifts there.
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VOLUNTEER POLICIES AND PROCEDURES
Volunteers are an integral and important part of the Dumb Friends League. Your service to the animals and to
the organization is invaluable. Over the years, the employees and the community have become familiar with the
work of our volunteers and depend on their assistance to keep our programs viable. In order to work well with
employees and to promote our shelters in the best possible manner, we ask that you adhere to the following
policies and procedures:
1. Responsibilities and Dedication
y Animals are to be treated kindly, gently and professionally.
y Volunteers must support our policies inside and outside the organization.
2. Professional Attitude
y Volunteers are asked to take their commitment seriously.
y Volunteers agree to conduct themselves in a professional manner with the animals, co-workers and the
public.
3. Attendance
y Each volunteer has made an individual commitment. You have agreed to a certain job, certain hours or
shift, and certain amount of time. You agreed to a minimum commitment of six months.
y In the event of sickness, we would like you to call in as soon as possible. Please call the Volunteer Call Out
line at (720) 241-7160, or email [email protected].
y For vacations, please contact the Volunteer Services department at the number above. If you will be
missing more than one shift, please contact the Volunteer Services manager at (303) 751-5772, Ext.
7246.
y After three unexcused absences, the volunteer will be asked to resign.
y On-site volunteers use a 7-digit time code when they arrive and when they leave to record their time. If you
work in more than one department, you will need to follow the “transfer department” instructions when you
clock in. Instructions are by the time clock at Quebec and in the workroom at the Buddy Center.
It is very important that all volunteer time is recorded. We report these hours every year in our annual report,
as well as using the totals for grant proposals.
If you are unable to actively participate in the program for one to three months, you may take a leave of absence;
however, we can only hold your shift for one month. Please contact the Volunteer Services manager to be placed on
leave.
The Dumb Friends League is closed on Easter, Memorial Day, Independence Day, Labor Day, Thanksgiving,
Christmas and New Year’s Day. We need extra help caring for the animals at these times, so if you are available
to give assistance, please notify the Volunteer Services manager. The shelters typically close at 2 p.m. on
Christmas Eve and New Year’s Eve. You are NOT required to volunteer if your shift falls on a holiday when we are
closed.
4. Alcohol and Drugs
y The sale, use, possession or transfer of a controlled substance or alcohol on the premises or during work
time is prohibited and illegal. In addition, because of work responsibility and responsibility to the animals
in our care, all staff (employees and volunteers) are prohibited from reporting or being at work while
under the apparent influence or effects of controlled illegal substances or alcohol.
y A staff member or volunteer who must use a prescription drug that affects the ability to perform work
in a safe and productive manner must notify his/her supervisor prior to starting work. A determination
will be made whether this person can remain at work and what work restrictions, if any, are deemed
necessary.
y Violation of this policy may result in immediate disciplinary action up to and including dismissal.
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5. Sexual Harassment
y Sexual harassment is illegal and against the policies of this organization. Sexual harassment involves (a)
making unwelcome sexual advances or requests for sexual favors or other verbal or physical conduct of
a sexual nature a condition of employment, or (b) making submission to or rejection of such conduct the
basis for employment decisions, or (c) creating an intimidating, offensive or hostile working environment
by such conduct.
y The following are examples of sexual harassment:
* Verbal: Sexual innuendo, suggestive comments, insults, threats, jokes about gender-specific traits, or
sexual propositions
* Nonverbal: Making suggestive or insulting noises, leering, whistling, or making obscene gestures
* Physical: Touching, pinching, brushing the body, coercing sexual intercourse, or assault
y Any volunteer staff member who believes he or she has been the subject of sexual harassment should
report the alleged conduct immediately to the Volunteer Services manager or department manager. An
investigation of any complaint will be undertaken immediately.
y Any staff member or volunteer found by the organization to have sexually harassed another staff
member or volunteer will be subject to appropriate disciplinary sanctions ranging from a warning in his or
her file up to and including termination. Retaliating or discriminating against a volunteer or staff member
for complaining about sexual harassment is prohibited.
6. Community Service (court ordered, school and public service)
y Volunteers who are required to perform useful public/alternative service must fit within the same
parameters as all community service. Arrangements must be made with the Volunteer Services
coordinator or Volunteer Services manager to ensure that we will accept the charge and that the proper
paperwork is completed correctly.
y Employees’ or volunteers’ relatives who are required to perform useful public/alternative service must
select an organization other than the Dumb Friends League to fulfill their court-ordered commitment.
y Current volunteers needing community service credit CANNOT count their current volunteer work
without prior approval from the Volunteer Services department.
7. Volunteer Benefits
y The VIP Update is a quarterly newsletter for volunteer staff and paid staff.
y Pet Tales is a quarterly magazine that is sent to donors and friends of the Dumb Friends League.
y One employee/volunteer recognition event is held each year.
y In-service workshops, seminars and training sessions are available for volunteers to learn new skills.
These classes are advertised in the VIP Update.
y Discounts in the Sit … Stay … Shops (you need a volunteer name tag to receive these discounts):
* 30 percent off store items
* 15 percent off pet food
y Supplemental excess insurance is provided.
8. Supervision
y Supervision is directly provided by the area supervisor or department manager, and indirectly by the
Volunteer Services manager.
9. Accidents and Injuries
y Any accident or injury occurring on the job must be reported to your supervisor immediately. Bites are
considered an injury and should not be treated lightly. All injuries—including slips, trips, falls, bumping
your head on a kennel, scratches that break the skin, etc.—must be reported.
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* Health Department Regulations: 25-4-601 et seq.
The state health regulations require that all animals that bite a person be quarantined for a period of 10 days.
An animal that is bitten by a known rabid animal is also subject to quarantine procedures. All dogs are required
to be vaccinated annually for rabies by a licensed veterinarian. Animals in most jurisdictions are not permitted
to run at large. These regulations are generally enforced by the animal control agency of the jurisdiction,
but the Dumb Friends League may be required to quarantine an animal. In addition, cities and counties may
enact other animal control regulations or zoning regulations that pertain to numbers and types of animals
permitted within the jurisdiction.
y Volunteers are covered by Volunteers Insurance Plan for excess accidental medical coverage, personal
liability coverage and excess auto coverage if you drive as part of your job. Handouts will be provided or
see the Volunteer Services manager for specifics.
y If you have not had a tetanus shot in the last six years and you will be working directly with the animals, we
recommend that you discuss this with your physician. We encourage all volunteers who receive a bite that
breaks the skin (especially a bite from a cat) to seek medical attention.
10. Proper Dress/Hygiene
y Appropriate street clothes for working with animals should be worn—no skirts or dresses, please. Volunteer
T-shirts, sweatshirts, vests or polo shirts are available through the Volunteer Services department for a
nominal cost and must be worn.
y Jeans or shorts are OK to wear, keeping in mind that clothes should be neat, clean and presentable to
the public.
y Skid-resistant shoes are very important. Do not wear sandals, heels or Crocs while volunteering. Always
wear close-toed shoes.
y Name tags will also be provided and must be worn while working.
y During warm weather, if you choose to wear shorts, please make sure they are of modest length.
y Dog walkers are approved to wear a hat while volunteering, keep in mind that some dogs are fearful of
people in hats. All other volunteer positions should not wear a hat.
y Body piercings are prohibited for safety reasons during your volunteer shift. These items include, but are
not limited to, items worn in or upon any facial feature, such as the lip, cheek or eyebrow. Tongue piercings
may not impede speech. Other jewelry must be safe. Only stud earrings are permitted for safety reasons.
y Out of respect for the pets and other staff and volunteers please refrain from wearing excess amounts
of perfume and cologne during your volunteer shift.
11. Smoking
y By Colorado law, smoking is not permitted in ANY indoor area. Designated outdoor smoking
areas are:
* North side of the building by the garage (away from the oxygen tanks).
* South side of the building on the Humane Education patio (please be aware of school groups using
that entrance).
* East (back) side of the building by the picnic tables.
y NO SMOKING while handling the animals.
* Smoking is not allowed while walking dogs.
12. Lunch and Breaks
y The break room at the Quebec Street shelter is located in the basement of the General Offices building.
y The break room at the Buddy Center is located in the common area, across from the staff restrooms.
y Please write your name on anything you leave in the refrigerator.
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13. Telephone Calls
y If a family emergency occurs during your volunteer shift, your family member(s) may call the Volunteer
Services office and a message will be directly relayed to you. During working hours on Saturday-Sunday
(from 8:00 a.m. to 4:30 p.m.), the number is (303) 751-5772, Ext. 7247 (Saturdays) and Ext. 7312 (Sundays).
Before or after working hours, the number is (303) 751-5772, then press 0 for the Quebec Street shelter or
Ext. 207 for the Buddy Center.
y We will not, unless cleared by you, release your telephone number, email address or home address to
anyone outside the organization. If you have questions, please ask the Volunteer Services manager.
Please do not use your personal cell phone during your volunteer shift except for emergencies. Also,
don’t forget to notify the Volunteer Services department if you move or change home or work phone
numbers or your email address.
14. Storage of Personal Items
y At the Quebec Street shelter, lockers (12x12”) are available for volunteer use. The lockers are located at
the base of the east stairwell, near the Goodheart Obedience Center. Additional lockers may be available
in your department. Please check with your department supervisor.
y At the Buddy Center, lockers available for volunteer use are located in the common area across from the
staff restrooms.
y If you use the lockers, please bring your own lock and make sure you clear out the locker at the end of
your shift so it is available for other volunteers.
15. Visitors
y Volunteers are not permitted to bring family or friends to the shelters with them during their volunteer
shifts.
y At other times, you may take guests on tours of the shelters’ public areas during business hours. If
you would like to bring a guest for a behind-the-scenes tour where the public is not permitted, please
contact Volunteer Services to get a list of scheduled tour times. Self-guided tours of private areas are
not approved for security reasons.
16. Media Procedures
y All media information goes through the Community Relations department (media including anything
that will be printed, broadcast or televised about the Dumb Friends League). We welcome any media
contacts or story ideas you may have and ask that you direct them to the Public Relations manager at
(303) 751-5772, Ext. 7081.
17. Changing Your Job or Shifts
y We ask you to keep one job a minimum of three to four months. If you decide you would like to change
jobs, you must arrange it through the Volunteer Services manager. You must also complete on-the-job
training for your new job.
y Monitor your own needs. If you want a change, feel free to explore possibilities with your supervisor and/
or the Volunteer Services manager.
y If you would like to change your volunteer shift, please contact the Volunteer Services manager.
18. Tax Deductions
y A number of tax benefits are available for volunteers under the general charitable contribution deduction
of the Internal Revenue Code. The Internal Revenue Service explains this by noting that volunteers can
deduct “unreimbursed expenditures made incident to rendition of services to a qualifying organization.”
Translated, that means that a volunteer may deduct out-of-pocket expenses incurred while doing
volunteer work for certain groups approved by the Internal Revenue Service. The Dumb Friends League
is an approved organization. Out-of-pocket expenses and mileage (to and from work included) are tax
deductible if you itemize.
y For complete information, obtain Publication 526 from the IRS.
y If you have additional questions, please contact your tax advisor.
y You can obtain a copy of your volunteer time from the Volunteer Services department.
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19.
20.
21.
22.
23.
y Attention Foster Parents: The IRS now allows foster parents to deduct unreimbursed out-of-pocket
expenses related to fostering an animal (not including what is provided by the Dumb Friends League). If you
have specific questions, please contact your tax advisor.
Resignation
y We ask that you give at least two weeks’ notice if possible.
y An exit evaluation will be emailed to you upon your resignation.
Paid Positions
y Paid positions occasionally open up for application. However, you must complete the full six-month
volunteer commitment before your application for available paid positions will be considered by
Human Resources. If interested, you can submit an application online at ddfl.org or email your
resume to [email protected]. Volunteers go through the same procedures as all applicants. We encourage
volunteers to apply. Job openings are posted on our website under the Careers tab.
Parking
y At the Quebec Street shelter: Please park in the east parking lot (behind the shelter). This allows the front
parking area to be vacant for patrons.
y If the east parking lot is full, there is additional overflow parking in the far east lot of the shelter (behind
the Sheilagh Malo Pet Memorial Garden).
y At the Buddy Center: Please park in the parking lot toward the southeast side to allow parking up front for
patrons.
y If your volunteer shift falls during the hours before we open to the public, please feel free to park closer to the
main entrance.
Inclement Weather
y When the weather is questionable and a delayed opening, early closure or complete closure at any of our
shelters may be necessary, and you’re scheduled to volunteer before 8 a.m., please call the Volunteer
Services department at (720) 241-7146, for information. All employees receive a message regarding this
issue on their voice mailboxes by 6 a.m. and it is recorded on the League’s general phone greeting by 8
a.m.
y If the shelters close due to severe weather conditions, it may also be announced on the following radio
stations: KOA 850 AM, KHOW 630 AM, KISS 95.7 FM, KTCL 93.3 FM, KBCO 97.3 FM and The Fox 103.5
FM, and on local TV news programs.
y If the shelters open late, close early or close for the day, please adjust your volunteer shift accordingly. Of
course, if you believe that the weather conditions make it unsafe for you to travel, please stay home.
y In the event of extremely bad weather or an emergency, we have provisions in place to make certain
that the needs of the animals in our care are met. Since your safety is very important to us as well,
please be sure to follow these procedures.
y Dog walkers should be prepared to walk dogs in almost any weather conditions. Remember to watch
your dog for signs of distress (excessive panting, cold feet) and notify health care if the dog appears to
be in medical distress.
Tornado Or Severe Weather Procedure
y In the event of a sighting, emergency sirens, or if a warning is issued for the immediate area, staff need to
take appropriate action. Tornado watches and warnings may be broadcast on television or radio:
* Any staff member who hears a tornado warning for the immediate area or the emergency sirens must
immediately inform a manager or supervisor, who will then advise a vice president or Manager on duty.
* The vice president or manager will make an announcement over the paging system directing staff
and patrons to the designated safe areas. At the Quebec shelter the west obedience room is the
designated area; at the Buddy Center the designated area is an internal bathroom.
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* Each department manager/supervisor is responsible for ensuring that all staff and patrons are out of
their areas.
* The vice president or manager on duty will release patrons and staff once the weather service warning
has expired or the sirens sound all clear.
24. Adoption Agreement
y We require that volunteers wait a period of at least 30 days before adopting an animal.
y If a volunteer is under age 18, a legal guardian must approve and process the adoption.
y If you want to adopt an animal, an adoption counselor will verify that you have been here more than 30
days.
y Volunteers and paid staff go through the same adoption process and pay the same adoption fee as a
member of the public.
25. Fire Procedure
y Fire extinguishers and exits are located throughout the buildings. It is each person’s responsibility to
know these locations.
y If you see a fire and, in your judgment, it can be safely extinguished, calmly and quickly use the fire
extinguisher. Remember to use P.A.S.S. —Pull, Aim, Squeeze, Sweep. Notify your supervisor of this
occurrence immediately.
y If you determine the fire cannot be safely extinguished, contact your supervisor immediately.
y When you hear the fire alarm, remain calm, stop what you are doing, leave all animals in kennels or visiting
rooms, close all doors and windows, and leave your work area, directing patrons to accompany you.
Proceed to the parking lot and wait for all-clear from the fire department.
26. Incident Procedure
y The following procedure applies to any situation involving a patron who either forcibly enters a “Staff
Only” restricted area or who becomes abusive in any public areas of the facility.
y When a situation reaches the point that the volunteer or paid staff involved are in doubt about their ability
to handle the problem, they should find the nearest, safe telephone and page the manager. Press the
page button, press 4, and say, “700, please dial (extension of phone you are at).”
y If the situation warrants, or if the patron is at all violent, press the page button, press 4, and say, “900,
please dial (Ext. of phone you are at). This will let someone know to dial 911.
y The manager will respond to the location of the problem and determine the nature of the problem.
When possible, the patron should be escorted to a less-public area. If the manager feels that the patron
is uncontrollable, he/she will ask the patron to leave and escort the patron out of the building.
y Any animals in question should be immediately moved to a back holding area.
y UNDER NO CIRCUMSTANCES TRY TO PHYSICALLY RESTRAIN OR REMOVE THE PATRON.
y Obtain a complete physical description of the person involved and of his/her vehicle. Write down the
license number of any vehicle for the police.
Volunteers are to use these policies and procedures as guidelines.
Please contact the Volunteer Services manager if you have any questions.
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ANIMAL-RELATED ORGANIZATIONS
Animal Exploitation Groups
Groups advocating or conducting activities that are illegal (for the most part) in this country. Most of these were
not prohibited in the past and still may not be in other countries and cultures. Most involve the pain or death of
animals purely for the entertainment of the spectators.
EXAMPLES:
y _____________________________________________________________________________________
y _____________________________________________________________________________________
y _____________________________________________________________________________________
y _____________________________________________________________________________________
y _____________________________________________________________________________________
Philosophy
“Animals were put here for our use or abuse. They are our absolute property. They don’t perceive pain as we do,
and even if they could, it doesn’t matter.”
“The ends justify the means. We have a right to have fun and do whatever we want with and to animals, even if it
means breaking the rules or the law.”
Characteristics
y Eventual and/or inevitable suffering or death of an an imal is unimportant.
y Break present laws in order to continue practicing the “sport.”
Animal Use Groups
These associations represent certain industries. To ensure minimal animal abuse and to be fair, all groups have
rules by which their “sports” or hobbies are conducted. Some are regulated by law. The trend is for rules to
become more stringent and for there to be more censure for those people not abiding by them.
EXAMPLES:
y _____________________________________________________________________________________
y _____________________________________________________________________________________
y _____________________________________________________________________________________
y _____________________________________________________________________________________
y _____________________________________________________________________________________
Philosophy
“Animals are here for our use, but we must be responsible about them. We should attempt to spare them pain
and suffering, if possible.”
Characteristics
At best, hobby and sport breeders breed carefully for the best genetic and health potential. They choose responsible
owners and will take back offspring if the home doesn’t work out. At the other end of the spectrum, they breed to
support an expensive hobby or to make “easy” money by becoming a backyard breeder.
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Animal Control Groups
Animal control groups are in favor of more regulations, if sensible, and funds are provided for enforcement.
EXAMPLES:
y _____________________________________________________________________________________
y _____________________________________________________________________________________
y _____________________________________________________________________________________
y _____________________________________________________________________________________
y _____________________________________________________________________________________
Philosophy
“We’re here to enforce the laws, ordinances and regulations agreed to by our lawmakers.”
Characteristics
y May choose to adopt many or all of the principles used by animal welfare shelters and programs.
y May provide animals for research.
y Advocate for spay/neuter requirements.
y Required to destroy surplus animals.
Animal Welfare Groups
National groups working for all animals, or for specific species or issues.
EXAMPLES:
y _____________________________________________________________________________________
y _____________________________________________________________________________________
y _____________________________________________________________________________________
y _____________________________________________________________________________________
y _____________________________________________________________________________________
Philosophy
“People should treat each animal as kindly as possible; they should be required to do so. If they can’t or won’t, we
have a duty to look after suffering and homeless animals.”
Characteristics
y Those with shelters cannot be too far ahead of local values systems, as they are dependent on the public for
operating funds. Hunters and rodeo fans are often valuable supporters of animal welfare organizations.
y Local animal welfare organizations may contract with governments to conduct animal control programs and/
or house impounded animals. They may have more stringent adoption requirements and may keep animals
longer if they have space. Some humane societies also contract with municipalities as animal control centers.
y Will not provide animals for research.
y Require spaying and neutering.
y Willing to euthanize surplus pets rather than let them suffer.
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Animal Rights Groups
Any local or national group devoted to saving animals. This group falls between groups working for the regulation
of activities, such as rodeos, and abolitionists calling for the total ban of animal use.
Philosophy
“Animals have intrinsic rights that should be guaranteed just as human rights are. These rights include not being
killed, eaten, used for sport or research, or abused in any way.”
Characteristics
y Some local groups without shelters may espouse the more liberal causes and speak out against rodeos,
factory farming, hunting, trapping and the use of animals in research.
y Generally, members do not hunt or patronize entertainment events or sporting events that involve animals.
Some are willing to forgo meat, eggs and milk products, fur, leather, cosmetics and other products that are
the result of medical research or production involving animals.
y Some would say pet animals have a right to breed. Most would require spaying and neutering.
y Unwilling to sanction any taking of life.
Animal Liberation Groups
Those openly calling for animal liberation.
EXAMPLES:
y _____________________________________________________________________________________
y _____________________________________________________________________________________
y _____________________________________________________________________________________
y _____________________________________________________________________________________
y _____________________________________________________________________________________
Philosophy
“Animals should not be forced to work or produce for our benefit in any way. We should try to eliminate all types
of animal use and abuse.”
Characteristics
y May feel that animal liberation can be accomplished only by a complete restructuring of society’s economic
base and property rights.
y Some may condone illegal methods, civil disobedience or violence.
y Some won’t keep pets at all, considering it a form of exploitation.
Metro Denver Animal Welfare Alliance (MDAWA)
mdawalliance.org
The Metro Denver Animal Welfare Alliance was formed in 2000 by public and private animal service providers,
including the Dumb Friends League, in order to better assist pets and people and to reach a common goal and
increase the number of animals adopted and reunited at shelters throughout the community. The power of
collaboration—working together on a shared vision—is making a difference for the animals in our community.
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DUMB FRIENDS LEAGUE POSITION STATEMENTS
y The Dumb Friends League believes that dog breeding should be left to the “professional breeder” who has
made a lifetime commitment to the well-being and improvement of one breed or possibly two breeds.
y The Dumb Friends League was founded in 1910 by Florence Turner and Jean Gower because of their concern
for the welfare of homeless pets in the metropolitan Denver area.
y The Dumb Friends League believes that animal care and control agencies should institute adoption programs
that focus on placing pets with responsible owners who will provide a permanent home. All adoption programs
should require animals to be spayed/neutered.
y The Dumb Friends League is opposed to animal contests and entertainment events that cause neglect,
abuse or exploitation of animals—such as animal fighting, dog racing, horse racing and greased-pig
contests—because the welfare of the animals is not a priority. These events have a desensitizing effect,
causing people to be unsympathetic to animal suffering and condoning animal abuse as an acceptable form
of entertainment.
y The Dumb Friends League opposes the practice of giving away live animals for raffle, lottery, promotional
incentives or means of chance. The Dumb Friends League believes that such giveaways produce a situation in
which there is no knowledge or control of the people who will receive the animal, the conditions under which the
animal will live or the intended use of the animal.
y The Dumb Friends League opposes the use of animals in circuses because of the neglect and cruelty inherent in
their treatment and training, and the risk to public safety that their use poses.
y The Dumb Friends League opposes rodeos because they inflict injury, pain, fear or possible death upon
participating animals. Animals may respond violently to the use of electric prods, spurs, flank straps and other
rodeo tack.
y The Dumb Friends League is opposed to legislation aimed at banning ownership of dogs based solely on their
breed for a number of reasons. While breed is one factor that contributes to a dog’s temperament, it alone
cannot be used to predict whether a dog may pose a danger to our community.
y The Dumb Friends League encourages a properly developed and administered dog/cat licensing program
that will assist communities in controlling stray animals. The Dumb Friends League encourages the use of
properly constructed, sized and identification-tagged collars to ensure the safety of the pet.
y The Dumb Friends League opposes any form of elective, cosmetic or other unnecessary surgical procedures
that are painful, stressful or restrictive to the function of a body part when performed for the benefit of the
animal owner, not the animal. Examples of cosmetic/elective surgeries are declawing, debarking, defanging,
ear cropping and tail docking.
y The Dumb Friends League believes that pet shops and related industries are directly responsible for pet
overpopulation and animal suffering. These industries exploit the novelty appeal of various animals at the
expense of their well-being. They often encourage impulse purchases without ensuring that the buyer is well
equipped and knowledgeable enough to provide proper and humane care.
CORE VALUES
y We hold central the compassionate care and treatment of all animals.
y We are committed to a high standard of people care, both internally and externally, because people are the
key to fulfilling our mission.
y We value collaboration and strategic partnerships as they provide a means to further our mission.
y We provide leadership within our industry and our community to remain forward focused and adaptable in
order to meet the ever-changing needs of the people and animals we serve.
y We believe in being good stewards of our organization’s human resources, financial assets and our reputation
in the communities we serve.
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y We have pride in our integrity and hold ourselves to high standards regarding fiscal responsibility and
accountability to our community.
y We believe that education and advocacy are among our greatest tools for promoting the humane treatment
of animals and enhancing the human-animal bond.
y We actively pursue excellence in everything we do.
CARING FOR PEOPLE WHO CARE FOR ANIMALS
People Care is one of our Core Values: we are committed to a high standard of people care, both internally
and externally, because people are the key to fulfilling our mission. At the Dumb Friends League we are part of
something larger than ourselves. People - our staff, volunteers, patrons, donors, the community - bring about
positive outcomes for the animals and improve their well-being. Our commitment to a high standard of people care
starts with respectful interactions and being mindful of everyone we encounter in our work.
As individuals, we each commit to provide the same appreciation, respect, compassion, and value to each
person we encounter as we do the animals we help every day.
Dogs don’t miss an opportunity to greet another with an enthusiastic, wagging tail.
y We acknowledge everyone we encounter with a friendly greeting
y “Thank you” is a phrase we use genuinely and often
y We are receptive and approachable—our colleagues are not an interruption of our work as we are all working
towards the same goal
Cats are all ears and responsive to those around them.
y When faced with challenges we are encouraging and considerate
y We listen to understand one another’s ideas, needs, and feedback
y Talking can create amazing results—laughter, humor, and having fun are also important
Horses use teamwork, helping others carry the load.
y We work as a team - whether 2 or 200—to accomplish our collective goals
y Collaboration and cooperation create lasting partnerships
y We step up when someone needs help—lending a hand, our skills, or emotional support
y We are not afraid to ask for help whenever needed
Guinea pigs find a little “nudge” is often the solution.
y We take responsibility for our actions and words
y We deliver on the commitments we make to each other
y Be proactive – we address concerns directly with others and actively work together to resolve issues
y We refrain from taking things personally—feelings aren’t right or wrong, they just are
y We rise above gossip and only talk about others in a positive light, encouraging others to do the same
ALL creatures are as different as they are similar.
y We honor and embrace the unique talents and perspectives each person brings to our team
y Keeping an open mind enables us to embrace new possibilities
y Together we contribute to the League’s success - each person’s role has equal value, regardless of title,
location, department, or function
With compassion and positive intent, we hold ourselves and each other accountable to the above behaviors,
to nurture a caring and productive work environment for everyone.
We are united in our dedication to the welfare of animals and the people that care for them!
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EVALUATING ANIMALS
Open Admission
The Dumb Friends League welcomes every animal in need. We turn no animals away. We are defined as an “open
admission” shelter.
There are other organizations that call themselves “no kill” shelters, but we find the term misleading. These
organizations are more accurately defined as “limited admission” shelters, because, generally speaking, they
have to restrict the number of animals they take in. They may turn away those that aren’t healthy or behaviorally
sound. To operate successfully, they have to limit their intake to animals that can be adopted quickly.
As an open-admission shelter, we take in ill and injured animals and those that are not immediate candidates for
adoption. We receive pets that are no longer wanted and pets from people who can no longer care for them, as
well as stray animals.
We work hard to give second chances to every healthy or rehabilitatable animal, and we do a very good job.
Asilomar Accords
When evaluating animals, the Dumb Friends League follows the guidelines of the Asilomar Accords (http://www.
asilomaraccords.org/):
In order to facilitate the data-collection process and assure consistent reporting across agencies, the following
definitions have been developed. The Asilomar participants hope that these definitions are applied as a standard
for categorizing dogs and cats in each organization. The definitions, however, are not meant to define the
outcome for each animal entrusted to our care.
Healthy (H/H): The term “healthy” means and includes all dogs and cats 8 weeks of age or older that, at
or subsequent to the time the animal is taken into possession, have manifested no sign of a behavioral or
temperamental characteristic that could pose a health or safety risk or otherwise make the animal unsuitable
for placement as a pet, and have manifested no sign of disease, injury, a congenital or hereditary condition that
adversely affects the health of the animal or that is likely to adversely affect the animal’s health in the future.
Treatable (T/M and T/R): The term “treatable” means and includes all dogs and cats who are “rehabilitatable” and
all dogs and cats who are “manageable.”
y Rehabilitatable (T/R): ___________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
y Manageable (T/M): _____________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
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y Unhealthy and Untreatable (U/U): The term “unhealthy and untreatable” means and includes all dogs and
cats who, at or subsequent to the time they are taken into possession,
EXAMPLES:
1. __________________________________________________________________________________
2. __________________________________________________________________________________
3. __________________________________________________________________________________
4. __________________________________________________________________________________
Euthanasia
Millions of dogs and cats are brought to public and private animal shelters annually because they are unwanted,
lost or abandoned. We receive between 35 and 70 animals on a daily basis, seven days a week. That is
approximately 40 percent of the unwanted and stray pet population in our community.
We sincerely wish that every animal that comes to us could be adopted to a caring, responsible home; however,
because of the number of unwanted animals in our community, even our healthy and treatable pets sometimes
must be euthanized. This is not a decision we make lightly. It occurs only when we have exhausted all reasonable
alternatives.
The League does not keep all of the animals until they find a home because we consider quality of life to be
paramount. We do not believe indefinite cage confinement or indiscriminate placement is in the best interest of
our companion-animal friends.
Euthanizing these animals is detested by humanitarians, humane societies and the public officials in charge of
animal control programs. However, it is necessary until pet owners become more responsible in all aspects of
pet ownership, including spaying or neutering.
Euthanasia means “good death.” The very least that can be done for unwanted animals is to put them to death
gently and painlessly without causing them fear or stress. At the League, euthanasia of animals is approached
with the greatest care and is performed by staff members who have been trained and certified by a League
veterinarian who is licensed with the State of Colorado.
The method of euthanasia used is an injection of an overdose of sodium pentobarbital, which is an effective and
humane euthanasia agent for mammals, birds and reptiles.
Making a decision to euthanize an animal is never easy. It’s normal to feel anxious about the decision. Decisions
regarding some animals are more clear than others; for many animals, it is clear whether they are likely to make good
companion animals and should be put up for adoption. For other animals, however, the decisions will be more difficult,
and there may be differences of opinion among staff members.
Animals may display behavior patterns or have physical conditions that would make it difficult to care for them
either here at the shelter or in a home environment. Animals may also display behaviors that could make them
potentially dangerous to people or to other animals. Sometimes it may not be in the best interest of the animal,
potential adopters or the League to make an animal available for adoption.
We recognize that there may be instances in which staff members and volunteers wish to offer further information
about an animal or investigate alternatives (e.g., foster care, breed rescue, etc.) for an animal who has been marked
for euthanasia. When this situation arises, the following steps are to be taken:
1. The staff person with the concern should contact the supervisor of the person who marked the
animal for euthanasia.
2. The supervisor will then determine the proper course of action.
A. The supervisor may ask the evaluator what he/she observed and report back to the staff member.
B. Depending on the situation, the supervisor may also facilitate a discussion between the two staff
members.
C. The supervisor may simply confirm the initial decision.
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Discussions between the evaluator and the staff person with the concerns regarding the mark should be
conducted in a professional, respectful manner. Euthanasia is an emotional issue for everyone involved and
when requesting more information about why an animal has been marked, it is important to ask questions, not
make accusations or dispute what another person has observed. League evaluators are willing to share what
information they have used in making their decisions, as long as they are approached in a courteous manner.
We are all here for the same reason: to save as many animals as we possibly can, within the framework of what is
best for each one and best for our community.
SAFE ANIMAL HANDLING
Very few of us have experience handling animals beyond our own pets. It is important to remember that animals
may react differently in a shelter environment and that they are under many different stressors in their new
environment. Always remember:
When in doubt, don’t!
List five stressors you can think of in a shelter environment:
1. ______________________________________________________________________________________
2. ______________________________________________________________________________________
3. ______________________________________________________________________________________
4. ______________________________________________________________________________________
5. ______________________________________________________________________________________
READING AN ANIMAL’S BODY LANGUAGE
Cats and dogs use body language to let us know how they are feeling and what their intentions are. The body
language we use as humans has different meanings to the animals we serve at the shelter.
The ability to read and understand animal body postures is important so you can:
y Avoid being bitten
y Identify stressed animals
y Avoid stressing or inadvertently challenging animals
y Evaluate animal interactions for the purposes of kenneling animals together, placement in the same home,
play-group assignments, etc.
Remember that in both dogs and cats, there are different variations in body parts among breeds (cropped ears,
curly tails, flat faces) that can make correct interpretation of body postures difficult for people and animals alike.
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y Whiskers pinned back
Cat Postures
y Rapidly flicking tail
Cats that are relaxed and comfortable with their
surroundings commonly display the following
postures:
y A “meatloaf” position with the front legs doubled
under themselves and the back legs directly
underneath or even more relaxed and stretched
out behind them
y Do not pet shelter cats on their stomach
Dog Postures
Dogs may display postures that invite approach or
postures that warn others away.
Postures that the dog uses to say, “I don’t mind if
you come closer” include:
y Avoiding eye contact
y Heavy eyelids with a “soft” look to the eyes or eyes
that are shut without being scrunched closed
y A loose mouth with no tension noted in the
muscles of the head
y Loose wagging of the tail
y Submissive grin
y A tail that is motionless and loosely carried
y Lip licking or tongue flicking
y Engaged in play, grooming, restful sleep or slow
and relaxed eating
y Ears held back softly against head
y Relaxation of the body’s muscles
y Kneading
y Lowering of the body
Cats that are questioning the safety of their surroundings will commonly display the following
postures:
y A “ready” posture with feet planted firmly
beneath them
y Rolling onto back, exposing belly
Postures that the dog uses to say, “Stay away
from me” include:
y Maintaining eye contact
y Skin that ripples when touched
y Tensing of muscles
y Body that becomes firmly planted upon
attempting to pick up
y Snarling/baring teeth
y Marking (urination or ground scratching)
y Ears that pivot to allow for detection of sound
from all directions
y Ears held erect and forward or held tensely
against head
y Eyes that are open with partially to fully dilated
pupils
y Stiffly wagging tail held vertically or arched over
the back
y Closed mouth with tension radiating from the jaw
through the whiskers to the muscles on top of
the head
y Piloerection (hackles up)
Dominant, aggressive postures that the dog uses
to say, “I’m in charge here” include:
y Stalking behavior (head and tail down, ears erect
and back arched)
Cats that are most definitely not feeling comfortable with their surroundings will commonly display
the following postures:
y In motion to get away from where they are
currently
y Perpendicular posture (when a dog stands with
his head and neck over another dog’s neck or
shoulders in a “T” position)
y Frantic movement, attempting to avoid touch
from people or other perceived threats
y Stiff-legged gait and arched neck with tail held
high or wagging stiffly
y Skin that ripples with any sensation near the skin
surface
Fearful postures that the dog uses to say, “I’m
frightened and may defend myself if necessary”
include:
y Crouching, retreating, hiding, trying to make
himself smaller
y Fur standing up for the length of the body
y Ears pinned down to head or flat out to the side
y Eyes that are wide open with fully dilated pupils
y Open mouth with full display of teeth or panting
and drooling
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y Tucked tail
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y Ears held flat against head
y Urination/defecation
y Standing silently, gazing off
y Freezing (muscle tension)
y Snarling with teeth visible
Small Mammals (SMAMs)
Ferrets
y Need nails trimmed every 2 weeks
y Hold by supporting chest and cradling hips
y May ride on shoulder or in a pouch
Gerbils
y They are fast
y They have nails
y They jump
y Hold by cupping in hand
y Can pick up in a container
y Daily handling = more tame
y Do NOT pick up by tail
y Can bite if startled or awakened during the day
y Handle carefully
Guinea Pigs
y Easily stressed/need careful handling
Rabbits
y When lifting a rabbit, you should use two hands,
one supporting the chest and one supporting
the bottom.
y Hold close to body and securely
y “Chatter” in appreciation
y “Scream” when scared
y Hold the rabbit with its head slightly higher than
its bottom and with the bottom slightly tucked in.
This will help prevent the rabbit from kicking out
backwards or trying to do a forward summersault.
Hamsters
y Become tame quickly with regular handling
y Can bite if startled or awakened during the day
y Hold the bunny sideways with its feet resting at
your hip facing your right shoulder. Wrap your left
arm across its body and support the chest with
your hand, thumb over the shoulders, fingers
underneath. Use your other hand to support the
bottom, firmly pressing the feet against you so it
can’t lift them to kick out.
y Handle carefully
y Can pick up with a container
y Siberians tend to be less accepting of handling
y Make sure your hands don’t smell like food
Mice
y Do NOT pick up by tail
Rats
y Easy to handle, ride on shoulder
y Become tame quickly with regular handling
y Do NOT pick up by tail
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CHAMELEON SOFTWARE (SHELTER ANIMALS DATABASE)
Chameleon is the database the League uses to record information about the animals in our care. We use it to
document medical and behavioral information, animal holds, adoptions, and much more. Every department
utilizes this software, so we strongly encourage that all volunteers take the online webinars provided in the
volunteer portal
You can access these by going to ddfl.org/vol-login and clicking “FREE: Volunteer Classes.” Your user name is
your email and the password is the last 7 digits of your telephone number.
Online webinars:
y Chameleon Training
y Dog Walking Basics
y Shelter Cats
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TRANSMISSION OF DISEASE
Understanding contagion control is an important part of caring for animals at the Dumb Friends League. No
matter what volunteer position you hold, you have a personal role in ensuring the health of each animal by taking
responsibility for washing your hands after handling each and every animal. While hand washing is not the only thing
we do to prevent the spread of disease, it is the easiest and most important thing we can all do on a daily basis.
Modes of disease transmission:
1. Aerosol: _____________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
2. Fecal: _______________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
3. Bodily Fluids:_________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
4. Fomites: ____________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
5. Vectors:_____________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
Zoonotic Diseases
y Ringworm
y Giardia and other intestinal-tract parasites
y External parasitic infections: mites, lice, fleas and ticks
y Rabies: very uncommon, but all animal bites must be reported
y Toxoplasmosis: shed in cat feces (only a concern for pregnant women)
y Plague: felines
y Chlamydia: bacterial upper respiratory infection (URI) in cats causes “pink eye” in humans
y Salmonella: reptiles shed in feces
y Psittacosis: URI in birds shed in their feces
List three ways to prevent the spread of illness in the shelter environment:
1. ____________________________________________________________________________________
2. ____________________________________________________________________________________
3. ____________________________________________________________________________________
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CLICKER TRAINING
You are part of a movement in this shelter called clicker training that will allow us to make enormous changes
in the stress levels of cats, bunnies and dogs. In the shelter environment, we are not using the clicker solely for
training purposes, but also for behavior modification.
What is a clicker?
The clicker is a noise-making tool that we use to communicate with the animals in the shelter. The clicker is a form
of positive reinforcement that teaches animals to learn through association.
How does clicker training work?
Click and give the animal a treat. Repeat 10 to 12 times. Make sure you vary the amount of time between clicks,
and that both you and the animal are in several different positions as you click and treat (sometimes your dog
may be sitting, standing, in front of you or behind you). Make sure to click first and then get the treat immediately
into the animal’s mouth (within one to three seconds).
Your role as a volunteer with the clicker:
y Use the clicker to communicate with the animal instead of saying “good.” This makes communication with the
animal more consistent.
y Before opening any kennel, click and treat for behaviors you like.
For example: four on the floor, sitting, lying down.
y While interacting with the animal, click and treat for any behavior where you would normally say “good.”
To learn more about the clicker and clicker training, we encourage all volunteers to take additional training
classes. These classes can be found online at ddfl.org/volunteers and are offered free of charge for all current
League volunteers.
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VOLUNTEER SCHEDULES WITH EARLY CLOSURES
Holidays: The League is closed to the public every major holiday including: New Year’s Day, Easter,
Memorial Day, Independence Day, Labor Day, Thanksgiving and Christmas. Volunteers are not
required to come in for their shifts, but can sign up through Volunteer Services for the following
holiday shifts:
y 8 a.m.-11 a.m., 11 a.m.-2 p.m. or 2 p.m.-5 p.m. for Quebec and 8 a.m.-11 a.m.,
11 a.m.-2 p.m. or 2 p.m.-4 p.m. for Buddy Center and Harmony:
* Harmony: Barn Attendant
* Buddy Center: Kennels, Health Care, Dog Walking
* Quebec: Kennels, Health Care, Dog Walking
When closing to the public at 2 p.m. for the Appreciation Event, Holiday Party, Christmas Eve and
New Year’s Eve
y Quebec: No volunteer shifts in Adoptions after 2 p.m. All other volunteer shifts can be as normal
until 5 p.m. NO VOLUNTEER SHIFTS AFTER 5 P.M.
y Buddy Center: No front desk or adoption counselors after 2 p.m. NO VOLUNTEER SHIFTS AFTER
2 P.M.
y Harmony: No volunteer shifts after 2 p.m.
When closing to the public for the Friendship Circle Reception:
y Quebec: No volunteer shifts in Adoptions after 2 p.m. All other volunteer shifts can be as normal
until 7 p.m. NO VOLUNTEER SHIFTS AFTER 7 P.M.
y Buddy Center: No front desk or adoption counselors after 2 p.m. NO VOLUNTEER SHIFTS AFTER
2 P.M.
y Harmony: No changes in volunteer shifts.
When we close to the public at 3 p.m. for the All Staff Meeting:
y Quebec: No volunteer shifts in Adoptions after 3 p.m. All other volunteer shifts can be as normal
until 7 p.m.
y Buddy Center: No volunteer shifts after 3 p.m.
y Harmony: No volunteer shifts after 2 p.m.
When closing to the public at 5 p.m. for Furry Scurry Kick-Off Party and National
Volunteer Week Party:
y Quebec: No volunteer shifts in Adoptions, Health Care or Surgery after 5 p.m. All other volunteer
shifts can be as normal until 7 p.m.
y Buddy Center (if closing and it’s not just Quebec): No volunteer shifts after 5 p.m.
y Harmony: No changes in volunteer shifts.
LOCATIONS & HOURS
Quebec Street Shelter
2080 S. Quebec St.
Denver, CO 80231
Pet Intake
7 a.m.–7 p.m. Monday–Friday
7 a.m.–7 p.m. Saturday–Sunday
Adoptions
11 a.m.–7 p.m. Monday–Friday
10 a.m.–5 p.m. Saturday–Sunday
Buddy Center
4556 Castleton Court
Castle Rock, CO 80109
Pet Intake
9 a.m.–6 p.m. Monday–Friday
9 a.m.–5 p.m. Saturday–Sunday
Adoptions
11 a.m.–6 p.m. Monday–Friday
10 a.m.–5 p.m. Saturday–Sunday
Harmony Equine Center
5540 E. Hwy 86
Franktown, CO 80116
Adoptions
11 a.m.–3 p.m. Friday–Sunday (and by appointment all other days)
CONTACT INFORMATION
Phone ...........................................................................................(303) 751-5772
Fax .................................................................................................(303) 696-0063
Website ....................................................................................................... ddfl.org
Volunteer website .................................................................. ddfl.org/vol-login
For your convenience, a directory of extensions is available on our telephone voice mail directory.