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4. b. CUSTOMER RELATIONS <br />Rebuilding Confidence in the Orange County Animal Shelter <br />Rebuilding confidence in the Orange County Animal Shelter will require showing the public that <br />the HSOC has followed the advice of the HSUS report and "is ensuring that the community <br />receives the highest level of service...and the animals receive consistent, high-quality care." <br />P.107. <br />Criticisms and complaints to the HSOC will be handled quickly and consistently by respectful, <br />professional, and caring employees. We plan to implement a separate appeals board so that a <br />higher level of review is available for policy decisions. <br />We will plan a forum to get public input regarding how to make the shelter "customer" friendly. <br />HSOC will also have a series of opportunities in the first two months where the public is invited to <br />come "transform" the physical building of the shelter into a brighter, more cheerful place for both <br />animals and humans. <br />As the HSUS report states, "community outreach will be critical." p. 104. <br />HSOC plans to implement a media blitz to encourage the public at large to give the shelter a <br />second look in a new light. In addition to his extensive animal experience, Dean Edwards also <br />has many years experience in radio and advertising and will be an invaluable resource in dealing <br />professionally with all media contacts. <br />As the HSUS report stated, the traditional animal shelter is evolving into a "`community resource <br />center' and a temporary haven for animals on their way to lifelong homes..." The public, the <br />media, and the Board of Commissioners will find that with new attitudes and policies the HSOC <br />will enable this evolution of the shelter to begin. <br />Front Desk Staffing under HSOC <br />The Shelter front desk reception area provides the first impression that people get when coming <br />into the Shelter. It is paramount that it is staffed with well-trained, service-oriented staff. Since the <br />field of animal welfare is an emotional one, staff must have empathy toward clients entering the <br />shelter and avoid being judgmental. <br />People come into the Shelter for a variety of reasons, but they all deserve courtesy and accurate <br />information. It is important for all staff to understand that they will be representing the HSOC in <br />addition to the County. <br />Staff will be trained 1) how to handle emotional situations; 2) to get help if they are not sure of the <br />information being requested; 3) that they must not display a negative attitude when, for example, <br />someone is seeking help in surrendering a litter of kittens or an elderly dog because they "'don't <br />want to care for it any more." Staff must welcome the public with compassion and help them solve <br />their animal related problems. <br />HSOC is confident that when staff fully understands the true nature of animal welfare that they will <br />then strive to have awarm-hearted, informed and friendly demeanor. <br />HSOC will post board meetings in the lobby to encourage staff and public as well as volunteers to <br />attend. All will be encouraged to participate. <br />22 <br />