PPR Basic Pet Care Manual NEW 2022 PDF
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Ponderosa Pet Resort
2022
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Ponderosa Pet Resort's Basic Pet Care Manual, Revised January 2022, details procedures for pet care, including kennel work, cleaning, feeding, and record-keeping.
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BASIC MANUAL PET CARE Revised January 2022 BASIC PET CARE MANUAL 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 2 ...
BASIC MANUAL PET CARE Revised January 2022 BASIC PET CARE MANUAL 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 2 BASIC PET CARE MANUAL Table of Contents SECTION I: Kennel Work........................................................................................................................... 7 Basic Care of Pet Clients.......................................................................................................................... 8 Progression of Pets Through the Facility.................................................................................................. 9 Play Areas............................................................................................................................................... 10 Out Alone Dogs....................................................................................................................................... 11 Assigned Runs........................................................................................................................................ 12 Log Books............................................................................................................................................... 13 White Boards.......................................................................................................................................... 14 Paperwork............................................................................................................................................... 15 Watering.................................................................................................................................................. 16 Latching Gates........................................................................................................................................ 17 Water in the Kennel Area........................................................................................................................ 18 Eye Safety............................................................................................................................................... 19 Ear Safety............................................................................................................................................... 20 Lifting...................................................................................................................................................... 21 Hygiene................................................................................................................................................... 22 Using a Slip Lead.................................................................................................................................... 23 Handling of Dogs.................................................................................................................................... 24 SECTION II: Cleaning............................................................................................................................... 25 Disinfectants and their Uses................................................................................................................... 26 Setting Up Mop Buckets......................................................................................................................... 27 Using the Mop / Cleaning Indoor Play Areas.......................................................................................... 28 Mop Heads and Replacements............................................................................................................... 29 Cleaning Runs........................................................................................................................................ 30 Cleaning the Lodging Area..................................................................................................................... 31 Cleaning Crates and Cage Banks........................................................................................................... 32 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 3 BASIC PET CARE MANUAL Cleaning Beds......................................................................................................................................... 33 Taking Out the Trash.............................................................................................................................. 34 Laundry................................................................................................................................................... 35 Tours....................................................................................................................................................... 36 Food Boats / Metal Dishes...................................................................................................................... 37 Bedding for Pets..................................................................................................................................... 38 SECTION III: Check-In and Records....................................................................................................... 39 Keeping Accurate Records..................................................................................................................... 40 Check-In.................................................................................................................................................. 41 Handling Dogs from Front to Back.......................................................................................................... 43 Belongings for Boarding Pets................................................................................................................. 44 Belongings for Daycare Dogs................................................................................................................. 45 Behavior Logs......................................................................................................................................... 46 Kennel Policy on Treats, Bedding, and Toys.......................................................................................... 47 Limited Access............................................................................................................................................................................ 47 SECTION IV: Feeding and Medicating.................................................................................................... 48 Two Meals Daily...................................................................................................................................... 49 Defrosting Frozen Food.......................................................................................................................... 50 Storing Food Properly............................................................................................................................. 51 Feeding Daycare Lunches...................................................................................................................... 52 Watering.................................................................................................................................................. 53 Medication............................................................................................................................................... 54 How to Medicate..................................................................................................................................... 55 Medication Log........................................................................................................................................ 56 Kitchen and Food Area Cleanliness........................................................................................................ 57 SECTION V: Group Play........................................................................................................................... 58 What is Daycare?.................................................................................................................................... 59 How’s it Supposed to Be?........................................................................................................................................................... 59 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 4 BASIC PET CARE MANUAL Finding Compatible Playgroups.............................................................................................................. 61 Respect for People................................................................................................................................. 62 Avoiding High Arousal............................................................................................................................. 63 Playing Nicely......................................................................................................................................... 64 Noticing Problem Dogs........................................................................................................................... 65 Time Outs............................................................................................................................................... 66 When to Oust a Dog............................................................................................................................... 67 Canine Body Language.......................................................................................................................... 68 Doggie Language.................................................................................................................................... 69 Collar Safety........................................................................................................................................... 70 Fence Fighting........................................................................................................................................ 71 Breaking Up Fights................................................................................................................................. 72 Howling Control....................................................................................................................................... 74 Cleaning the Play Areas......................................................................................................................... 75 Poop Eaters............................................................................................................................................ 76 Toy Policy............................................................................................................................................... 77 SECTION VI: Check-Out Daycare............................................................................................................ 78 Putting on Different Collars and Leashes............................................................................................... 79 Returning the Daycare Dog to the Owner............................................................................................... 80 What to Say to Owners........................................................................................................................... 81 Spot Cleaning the Daycare Dog............................................................................................................. 82 Discretion Baths for the Daycare or Boarding Dog................................................................................. 83 SECTION VII: Check-Out Boarding......................................................................................................... 84 Preparing for Departure.......................................................................................................................... 85 Emergency Cleaning............................................................................................................................... 86 Exit Exam................................................................................................................................................ 87 Returning the Dog to the Owner............................................................................................................. 88 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 5 BASIC PET CARE MANUAL Client Satisfaction................................................................................................................................... 89 SECTION VIII: Pet Emergencies.............................................................................................................. 90 Introduction............................................................................................................................................. 91 Emergency Protocol................................................................................................................................ 92 Getting Veterinary Attention.................................................................................................................... 93 Common Injuries and Their Treatment................................................................................................... 94 Bandage Wrapping 101: Clean, Pad, Gauze, Wrap, Tape......................................................................................................... 95 Common Dog Illnesses........................................................................................................................... 96 Illness Recognition.................................................................................................................................. 97 Common Signs of Illness........................................................................................................................ 98 Tracking Illness....................................................................................................................................... 99 Recap of Illness Symptoms.................................................................................................................. 100 SECTION IX: Troubleshooting............................................................................................................... 101 Stress in Kenneled Pets........................................................................................................................ 102 Bark Control.......................................................................................................................................... 103 Changing Run Locations....................................................................................................................... 104 Escape Artists....................................................................................................................................... 105 Extreme Problem Dogs......................................................................................................................... 106 Aggression Towards Humans............................................................................................................... 107 Your Body Language............................................................................................................................ 108 If You Are Bitten.................................................................................................................................... 109 Extreme Fear Issues............................................................................................................................. 110 Weight Loss.......................................................................................................................................... 111 Continuing Education............................................................................................................................ 112 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 6 BASIC PET CARE MANUAL SECTION I: Kennel Work 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 7 BASIC PET CARE MANUAL Basic Care of Pet Clients When we accept responsibility to care for someone else’s pet, we must do everything in our ability to try and make that pet comfortable and happy. This includes not only providing the pet with safe, clean kennels, but appropriate mental stimulation as well. Every pet that stays with us should always have: Clean, fresh water. A comfortable resting spot. An area in which to eliminate. Food at appropriate times. Appropriate lighting to maintain natural circadian rhythms. Periodic interaction with humans. Daily outings outside the cage or kennel. Interactions with other dogs if non-aggressive. Protection from stress of other animals harassing them. In this manual, we will discuss how to provide these things for the pets entrusted to our care. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 8 BASIC PET CARE MANUAL Progression of Pets Through the Facility Pets follow a distinct path through the facility, with important “pit stops” along the way such as bathing, special services, or group play. Each team member is responsible for making sure that wherever the pet is, he or she is receiving the best care following our policies. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 9 BASIC PET CARE MANUAL Play Areas The play areas are used for group play and for exercise for private dogs. Each play area is completely fenced in and contains the following: One pooper scooper. One large bucket filled with a disinfectant solution where the pooper scooper is stored. One large trash can with lid, always lined with a plastic bag. Dog Fight Safety Box. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 10 BASIC PET CARE MANUAL Out Alone Dogs Dogs that cannot play with other are designated as “Out Alone.” There are a few reasons that a dog may be tagged Out Alone, but most often it is for aggression issues towards other dogs. Intact pets (not spayed or neutered) or dogs with health problems may also be tagged as Out Alone. Out Alone dogs can be easily recognized because they will have OUT ALONE stamped on their run cards. If you are ever in doubt about whether or not a dog is out alone, keep the dog isolated from other dogs until you can check with the front desk or the on-shift supervisor. Better safe than sorry! 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 11 BASIC PET CARE MANUAL Assigned Runs Every pet is assigned a specific location in the kennel area. It is important to keep the dog in this location when he is not in a play area for several reasons. Medication and feeding schedules are based on where the dog is located, and so switching dogs slows down the feeding process. Also, it’s important to be able to locate a dog quickly and his belongings before he goes home. If, as occasionally happens, a dog needs to move locations because he is not getting along with his neighbor (or bothering the other dogs), kennel technicians can make the determination to move that dog to an available run. However, YOU must ensure that all property, kennel cards, property cards and leashes are properly transferred as well. Misplaced property can be very confusing at check-out and makes the business look unorganized. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 12 BASIC PET CARE MANUAL Log Books The LOG BOOKS are located at the front counter and it is the kennel staffs’ responsibility to make sure that they are kept clean and easily accessible. The LOG BOOKS are used to record problems in the kennel as well as to inform staff of daily tasks. Under no circumstances should these logs be moved. Management and other Staff need to have constant access to these logs. E-Collar / Bark Collar Used to track training dogs using E-Collars and Bark collars. Log: Pass-On Log: Used to report information on to the next shift. Section Assignment Allows staff to see their section assignments for the day. Logs: Behavioral Log: Used to track certain behaviors from dogs that are staying with PPR. NOTE: This also includes any other version of a log that may be temporarily used and maintained. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 13 BASIC PET CARE MANUAL White Boards There are several White Boards (Dry Ink) around the facility. At times, these are used to relay information about a particular dog or issue. One may be on the fridge with a note about food for a particular dog. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 14 BASIC PET CARE MANUAL Paperwork Paperwork in the facility is extremely important. Paperwork tracks the dog in the kennel, tells us what to feed him, how to medicate him, what special services the owner wants, what kind of bath he gets, who he belongs to, what he brought with him, when he’s going home, and all sorts of other important information. Each time when a dog stays with us, the owner must fill out an In-Take Form. This form asks the owner for information that may change, such as the type of food the dog eats, or any current medications. It will also inform us of any medical issues or other important information about the pet. The In-Take forms are kept for a 30-day period in the 30-Day Binder. Any issue about a dog’s stay or info placed on the form will be made relevant within the 30-day period. Keeping these forms longer than 30 days is not necessary. The front desk has the computer generate a Kennel Card once the dog has been signed in. This form tells us all the important information about the dog, such as breed, owner information, vet information, and what services the dog is getting while at the kennel. The BEHAVIOR LOG is used to track problem areas while a pet is boarding with us. This form will log pets who are not eating properly, urinates or defecates in kennel, and dogs who may display unusual behavior that may signal health issues or other illnesses. The behavior card is to be completed twice daily. It is to be completed at the end of the morning shift and at the end of the evening shift. This is to be completed by the Kennel Tech assigned to a section, Shift Leader or senior Kennel Tech and placed back on the front office counter. Once the form is completed for the week, it is to be placed in the daily binder and kept for 30 days. To recap, every pet should have the following information at the business: A paper file at the front desk, which includes the In-Take Form and Behavior Log if applicable. A computer file (ProPet Software), which includes all information about the pet, owner, and past history, which is stored on the kennel software. When a pet is boarding at the facility, the following paperwork is attached to the pet’s clipboard: Kennel Card: May Have Handwritten Notes for Staff. Any Notes Typed and Provided by the Owner. Any Kennel Clip-Its Pertaining to the Pet. Any Note Cards with Important Info for Staff. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 15 BASIC PET CARE MANUAL Watering It is of utmost importance that every pet has constant access to clean, fresh water. For dogs, each run should have fresh, clean water at all times. Stainless steel buckets are attached to the inside of every kennel run. This prevents the dogs from knocking over or playing in their water. The bucket should be clipped to the wall opposite of the pet’s exit door. Water should be checked often, particularly in hot weather. The buckets are to be disinfected and cleaned upon the dog’s check out. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 16 BASIC PET CARE MANUAL Latching Gates It is extremely important to remember to latch every gate securely before leaving the area. Many dogs become very dexterous in a kennel environment and can figure out how to open many different kinds of gates, locks, and doorknobs. This also includes the latches / handles of all kennels, crates, gazebos or anywhere else a dog is housed. If a particular dog is known to be able to open gates, you should clip the gate shut for extra security with a double-ended snap. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 17 BASIC PET CARE MANUAL Water in the Kennel Area The very nature of kennel work requires that the kennel be hosed, scrubbed, and disinfected constantly. Due to this, the kennel area is often wet. Please be careful around areas that are wet. This is also why it is important to wear non-slip shoes. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 18 BASIC PET CARE MANUAL Eye Safety When dealing with dogs, keep your eyes and face away from them, as dogs can jump up and scratch your face and eyes. To protect your eyes from chemicals, always use the proper quantity of disinfectants and use appropriate pouring receptacles. Keep your face away from splashing buckets and do not touch or rub your eyes after handling bleach or disinfectant. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 19 BASIC PET CARE MANUAL Ear Safety A kennel environment is often noisy. To protect your hearing, ear plugs are available and encouraged for you to use during your shift. In addition, noise protecting ear headsets are also available if you are working in the kennel area for long periods of time. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 20 BASIC PET CARE MANUAL Lifting Occasionally kennel technicians may be required to lift heavy items. Examples of lifting that may be required in the kennel include: Moving and lifting full mop buckets. Moving and lifting bags of dog food. Moving boxes of merchandise or supplies. Lifting dogs to examine or groom them. When lifting heavy objects, it is imperative that you use your legs, and not your back, to lift the object. When lifting large dogs, you should place one arm in front of the dog’s chest and one underneath the dog’s lower abdominal area so that the dog is balanced between your two arms. If the dog weighs more than you are comfortably able to lift, you should ask another technician to help you lift the dog. If you can examine or groom a very large dog (i.e., a Mastiff, Great Dane, or Newfoundland) on the floor, by all means do so. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 21 BASIC PET CARE MANUAL Hygiene The health and safety of both employees and clients (canine and human) depend on a hygienic kennel. It is tremendously important that you strive to keep the kennel clean, even if you are not responsible for a particular area. For example, if you are in the lobby, and notice dog fur on the ground, pick it up. Additionally, you should wash your hands constantly. When you are working around animals and their waste, you are more prone to transmitting bacteria, both to other dogs and to other people. Please wash your hands with hot water and soap after handling dogs or fecal matter. Be aware that you can also act as a carrier to transmit disease from one area of the kennel to another, or from one dog to another. If you handle a dog with conjunctivitis, and then handle another dog, you can pass this illness on to the other dog, not to mention to yourself. Hygiene is the cornerstone of our business. A CLEAN KENNEL IS EVERYONE’S RESPONSIBILITY. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 22 BASIC PET CARE MANUAL Using a Slip Lead Often, you will need to use a slip lead to walk a dog. Slip leads are often used in kennel environments to quickly move dogs around. A slip lead eliminates the need to fuss with a color and leash and is often used when the dog is not wearing a collar. When you walk a dog with a slip lead, walk the dog on your left side. Make sure that the ring which acts as an anchor is on the BOTTOM of the dogs’ neck, as pictured below. Walk the dog on a short lead and keep the leash snug close to the dog’s ears for more control. Do not let the leash go slack as some dogs will try and back out of the leash when the loop is loose. ALL KENNEL TECHS SHOULD HAVE A SLIP LEASH ON THEIR PERSON WHEN OUT IN THE PLAY YARD. EVERY DAY, EVERY TIME. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 23 BASIC PET CARE MANUAL Handling of Dogs All pets should be handled and treated with respect and compassion. Kennel Staff WILL NOT needlessly jerk a dog around on a leash. Kennel Staff WILL NOT strike a dog at any time with his / her hand or feet. Exception will be given if a strike or kick was to defend against an attacking dog. Any Staff who witnesses rough handling of any dog is OBLIGATED to report. Management will have ZERO tolerance for rough handling of any pet. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 24 BASIC PET CARE MANUAL SECTION II: Cleaning 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 25 BASIC PET CARE MANUAL Disinfectants and their Uses It is important for every kennel worker to understand the different cleaning compounds used to maintain proper sanitation. Realize that some cleaners are for removing dirt, while others are for disinfecting, and some are for both. Listed dilution ratios for each product are to be followed precisely. DO NOT MIX ANY TWO PRODUCTS TOGETHER. EVER. Our cleaning solutions may change from time to time. Please refer to the MSDS Log Book hanging on the wall in the boarding area. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 26 BASIC PET CARE MANUAL Setting Up Mop Buckets At the beginning of every shift, clean mop buckets should be placed in key areas to facilitate quick and easy cleanup of any accidents. When setting up a mop, make sure to: Fill the mop bucket only ½ way up the side (too much water causes spillage and is heavy to move). Add in the proper amount of the disinfectant. Measure this or use the metering system mounted on the wall. Rinse the mop thoroughly before adding it to the bucket. Occasionally, if the mop buckets are hard to push, you may need to turn the bucket over and remove any excess fur that is caught in the small castors. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 27 BASIC PET CARE MANUAL Using the Mop / Cleaning Indoor Play Areas There is a proper technique for mopping which should be followed for full effectiveness. When a dog has a liquid accident: Use “Dirty” Mop Bucket (Brown in color) to mop urine off the floor. You may also use paper towels / shop towels for smaller accidents. Pre-Spray with cleaner / disinfectant bottle. If the dog has “marked” on the kennel side, be sure to spray up the side of the kennel about two to three feet. Allow to soak for a minute or so. Use the mop and clean water to mop the area. When the dog has a solid accident: Remove as much of the feces as possible using the pooper-scooper. Disposed of the feces in the garbage, closing the lid afterwards. Replace the pooper-scooper in the storage bucket. Pre-treat the area with cleaner / disinfectant bottle. Allow to sit for a minute or so. Mop the area first with Dirty Brown mop bucket and then clean with the “Clean” mop bucket which is yellow in color. Repeat as needed. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 28 BASIC PET CARE MANUAL Mop Heads and Replacements Mops wear out quickly. Please do your best to keep them in working condition as long as possible, however, if one should break, notify your Shift Leader immediately so a replacement can be made. Additionally, be on the lookout for normal wear and tear on the mop heads and submit a supply request when they need to be replaced. The on-staff cleaning personnel will change the mop heads every three weeks. This can be done earlier if needed. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 29 BASIC PET CARE MANUAL Cleaning Runs Kennel runs should be cleaned and disinfected daily and as needed throughout the day. It is important that runs be kept as clean as possible. Dogs in kennels have a limited amount of space in which to eliminate, and it is easier to keep them clean if the runs are cleaned frequently. Also, dirty runs are a breeding ground for bacteria and disease. To clean runs: Remove the dog from the run. Remove any solid waste from the area using a pooper-scooper. Dispose of solid waste in the trash can. The trash can (on wheels or on a cart), should roll with you as you clean from one area of the kennel to another. Next, pretreat the area. Scrub. Thoroughly mop the run. If waste or urine is on the side of the kennel, use a scrub brush to remove. Don’t forget to clean the gate. Replace the dog. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 30 BASIC PET CARE MANUAL Cleaning the Lodging Area The main kennel area needs to be cleaned daily. This includes sweeping or vacuuming the floor, as well as mopping with disinfectant. We also use an auto-scrubber (floor machine) or the KAIVAC machine daily on the open areas of the kennel facility. Any excess fur, and spilled food, should be immediately cleaned up to prevent decay and to discourage pests. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 31 BASIC PET CARE MANUAL Cleaning Crates and Cage Banks If a crate or grooming cage becomes soiled, remove the crate immediately to the wash area: Remove any feces and hose the crate out to remove debris. If the crate is heavily soiled, you may need to disassemble the crate before cleaning. Use a scrub brush and the disinfectant to remove all dirt, paying particular attention to the wire areas, if any. Rinse the crate clean. Replace the crate or cage in the appropriate area. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 32 BASIC PET CARE MANUAL Cleaning Beds Elevated beds should be scrubbed and hosed off weekly. This is easily incorporated into the kennel cleaning routine when runs are cleaned. A scrub brush with disinfectant should be used to clean the beds. Rinse thoroughly to remove any chemical residue. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 33 BASIC PET CARE MANUAL Taking Out the Trash The trash must be removed from the kennel area at the end of every shift. Trash that is left more than eight hours becomes foul and can cause odor problems. All trash should be knotted down or otherwise sealed and removed to the trash area outside. Do not throw unsealed bags of trash into the dumpster. After removing the trash, lightly mist out the inside of the trash can with an aerosol disinfectant or a spray bottle on “mist” setting, using the kennel disinfectant. This will go a long way towards preventing odor problems in the kennel. Periodically, the trash cans must also be scrubbed, inside and out, in the wash area. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 34 BASIC PET CARE MANUAL Laundry The kennel generates a large amount of laundry during the course of each day. Laundry may include: Kennel blankets or mats. Towels for drying dogs (grooming towels). Towels for cleaning. Owner toys or bedding. Measure the amount of laundry detergent for each load. Do not overuse the detergent as this can cause the machine to malfunction. Look for any TI Card or Sign on the Washer and Dryer stating current products used for laundry. All laundry should be dried on the HOT setting. After the laundry is done, towels and blankets should be neatly folded and returned to the shelves. In general, we try and avoid washing owner toys and blankets as it can cause damage to these items. However, if an owner item becomes soiled while at the kennel, it is more important to send it home clean, and in this case, should be washed prior to the pet exiting the facility. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 35 BASIC PET CARE MANUAL Tours Many clients will want to “tour” the facility. It is the policy of Ponderosa Pet Resort that we will NOT take the clients back to the boarding area. The reasons for this, is that strangers in the area will cause many dogs to react out of fear. In the past, boarding areas were considered “petting zoos” by clients. It makes for a stressful encounter for the pets and creates liability for us. Instead, we will offer VIDEO TOURS using our LIVE video feed. Staff should always be courteous and should have a tone that helps to “sell” our services and makes the client feel valued and that their pet will be well cared for. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 36 BASIC PET CARE MANUAL Food Boats / Metal Dishes Dishes must be washed after every meal if using a metal bowl. Additionally, they must be disinfected with hot water and cleaning solution. Here is the procedure for washing dishes by hand: Collect the dishes from all the pets. Remove any bits of food left in the bowls into the trash. Stack the dishes in the “dirty” pile. Pretreat the dishes with disinfectant cleaner and allow to soak for a few minutes. Scrub as needed. Rinse. If using Food Boats, then the boats will be discarded immediately upon the dog finishing his dinner. Should a dog tear up his boat, staff will clean up immediately and not leave it for someone else. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 37 BASIC PET CARE MANUAL Bedding for Pets Bedding may be supplied by the owner for their pet. It is up to the kennel tech to decide whether the dog will actually get his bed. Several factors in this decision are: Prior knowledge of dog’s behavior. Urine issues. Age of dog, specifically elderly dogs who may have to have beds due to arthritis. Age of dog, specifically very young dogs. Many young dogs will chew their bed. If a bed is not used, then it needs to be stored above the kennel or in property bin. It is important to make sure that dogs are not chewing their bedding. Ingested items can cause intestinal blockages, which is a life-threatening condition. If you notice a dog chewing his or her bedding, remove the bedding immediately and ask the manager for help. Further, if a dog is chewing a PPR provided cot, it needs to be removed from the kennel. If a dog is a chronic chewer of bedding, this should be noted on his or her run card, and the front desk should be notified so that they can note it in the dog’s file. Bedding must be kept clean. Pets that eliminate on their bedding can cause problems in sanitation. If you notice this problem, please see your manager to make a decision about whether to provide that particular pet with an alternate form of bedding such as a rubber mat. Soiled beds WILL BE LAUNDERED prior to returning to the owner. The only exception will be beds that are too large for our washing machine. If this is the case, then the bed is to be stored in a large plastic bag and make sure notes are put in the account of the pet in ProPet. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 38 BASIC PET CARE MANUAL SECTION III: Check-In and Records 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 39 BASIC PET CARE MANUAL Keeping Accurate Records Why are records so important at the kennel? Records keep track of: Who the pet is? What the owner brought to the kennel (toys, medication, leashes, etc.). Safety information (aggression issues, etc.). Health problems (allergies, weight loss illness, etc.). Kennel actions in case of emergency or incident. Records also are important because they protect the kennel in case of a dispute with a client. For example, if a client insists that the kennel lost a personal item such as a leash, a check-in form can be easily checked to see if the client did, in fact, bring in the leash. This helps avoid potential conflict. In addition, if a pet has health or behavior issues, accurate documentation by the kennel can prove that the kennel acted responsibly to address these issues. A lack of documentation for health problems can lead to lawsuits against the kennel. It is easy to fall into the trap of “Oh, I’ll remember,” and not accurately record a problem or issue. All employees must adhere to a “Do-It-Now” philosophy. Humans are fallible and everyone forgets things! Forgetting to note a dog’s medication or an aggression issue can be potentially fatal. It is your responsibility to note problems as they occur, not when you remember to do so. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 40 BASIC PET CARE MANUAL Check-In When a client brings a pet to the kennel to check in, the front desk will notify the back staff to come get the pet. The goal of check-in is to get the pet safely and quickly to the kennel location, with as little stress placed on the pet and his or her owner as possible. The front desk should allow the client to have enough time to give the kennel instructions on the care of the pet before calling the back staff. Never attempt to remove a pet from his or her owner until the owner has finished checking the pet in and has had a chance to say goodbye. Many times, clients are nervous or unhappy about leaving their pet. They are worried about the care of their pet or feel guilty. Some even cry. It is your job to assure the client that you are responsible and will take good care of their pet. Remember, you set an example for the kennel, and if the client doesn’t feel confident in you, he or she will not feel confident about leaving their pet. We do this by appearing confident, friendly, and capable. Here’s how: When you approach a client and their pet, stand quietly to the side if they are still engaged with the front desk. When they turn to you, SMILE. Introduce yourself. Say, “Hi, I’m Jeremy. I’ll be taking care of your dog / cat today.” If you do not know the pet, ask his or her name. You can be cordial and say something like, “And who’s this?” Extend your hand for a dog to sniff, and if the dog is friendly, pet them. For nervous dogs, do not force them to accept petting. It is always nice to compliment a pet if it seems appropriate. You can tell the owner that a pet is handsome, or beautiful, or cute, or friendly. If a collar or leash is unusual or nice, say so. Owners spend lots of money on their pets and want this to be noticed. Say, “I’m going to take Fido (or whatever the pet’s name is) for his / her stay now. Would you like to say goodbye?” If the pet is in a carrier, pick up the carrier and remove the pet from the lobby. If the dog is on a leash, take the leash from the owner, and lead the dog gently away. Be friendly and upbeat to encourage the dog to come with you. Sometimes a dog does not want to go with you or refuses to leave his owner. If this happens, DO NOT DRAG THE DOG AWAY. Doing so will stress out the owner and the dog! 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 41 BASIC PET CARE MANUAL Instead, tell the client that sometimes a dog doesn’t like to leave his owner, and this is normal. Tell the client that it is helpful if the owner leaves for a minute, and then the dog will go with the kennel technician. A nice way to word this is: “Sometimes dogs don’t like to leave their owners. A lot of times it helps if you leave first, and then we’ll take Fido back to the kennel area.” If a dog creates a problem when you take him or her, it is always a nice touch to call the client an hour or so later and let them know that their dog has settled in okay. Report back to the front desk when the dog is properly kenneled or in daycare to give them feedback that they can communicate to the owners. To recap, when in-taking pets: Smile. Introduce yourself. Greet the pet. Ask the client to say goodbye. Remove the pet from the lobby. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 42 BASIC PET CARE MANUAL Handling Dogs from Front to Back When a dog first enters the facility, he or she may be stressed out and nervous. Barking dogs can exacerbate these fears. Lead the dog gently but firmly and place it in the appropriate location. If the pet is particularly nervous, try and spend a few extra minutes making him comfortable. It is important to take care of ALL the intake paperwork when the pet arrives, or it is easy to get distracted and forget it. After you have settled the pet in, return to the front desk for the pet’s belongings and paperwork and put them in the appropriate place. Make sure you: Check that the In-Take form is completed correctly. Check that all the belongings are labeled. Observe and notate any unusual things about the dog. Attach the kennel card to the pet’s cage or run. Make sure the pet has fresh clean water. Put the pet’s belongings in the right area (food, medication, belongings). Property location will be in direct relation to where the pet is. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 43 BASIC PET CARE MANUAL Belongings for Boarding Pets Boarding dogs have an area assigned to them and their belongings based on their run number. This makes feeding and medicating them extremely easy and efficient. It is EXTREMELY important to make sure that all property is located in the proper location based on where the pet is lodged. All leashes for boarding guests will be stored in property bins and NOT hung on kennel. Medication should be handled carefully, and staff should be aware as to the need to refrigerate certain medicines. Medications will only be administered by Supervisors or other staff deemed properly trained and able by company management. Any belongings that need refrigeration should be placed in the refrigerator or freezer, as needed and tagged with dog’s name. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 44 BASIC PET CARE MANUAL Belongings for Daycare Dogs Leashes brought with daycare dogs should be stored in a bin attached to the kennel or in a separate bin. If the client brings any other property such as lunch, snack, etc. then the property should be tagged and stored in the appropriate section. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 45 BASIC PET CARE MANUAL Behavior Logs These reports are located on the counter of the office. They are used to track a dog who may not be eating well, urinating or defecating in the run, vomiting, or is displaying unusual behavior. The shift leaders are responsible for ensuring that the KT’s have completed these forms at the end of their shift. It is also the responsibility of the shift leaders to track and analyze behavior and respond appropriately. IT IS EVERYONES RESPONSIBILITY TO BE AWARE to changes in any given pet. This is very important so that we can spot and respond to issues before they become problems. This also helps us to give solid answers to clients should questions arise. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 46 BASIC PET CARE MANUAL Kennel Policy on Treats, Bedding, and Toys Owners often bring personal items to the kennel for their pet while staying with us. It is the kennel’s policy to give the pet access to the toys or treats as long as it DOES NOT create any issues for neighboring dogs. WE WILL NOT allow rawhides or ANY chew toy that is of animal origin. Example: rawhides, pig ears, hoofs, femur bones, etc. This can cause some really nasty fence fights. Owners are often upset when toys are lost but are even more upset when they cannot bring belongings with their pet. Therefore, even though belongings cause extra work for the kennel, in the long run the client is happier. In most cases, the owners need to give us these belongings more than the pets actually need them, but it is our policy to accept these items graciously. Special care must be taken to return the items to the owner in pristine condition! If an item is chewed or damaged, bag it up the best you can and explain that the dog chewed it while kenneled when you return the dog. Treats are given to the pet as instructed by owners, usually during mealtimes. All items should be placed in the pet’s go-home bag / property bin. Limited Access Owners often bring personal items to the kennel for their pet while staying with us. It is the kennel’s policy to give the pet limited access to these belongings while staying with us. Owners are often upset when toys are lost but are even more upset when they cannot bring belongings with their pet. In most cases, the owners need to give us these belongings more than the pets actually need them, but it is our policy to accept these items graciously: Treats are given to the pet as instructed by owners, usually during mealtimes. It is up to the kennel technician to use good judgment about which items a dog may have access to. Kennel techs will be held responsible for improper items in the kennel. Stuffed bedding is not to be routinely given to the dog because dogs like to destroy them while kenneled, but t-shirts, towels, or mats can be given to them. However, these must be laundered before the dog returns home if the pet has soiled them. Returning a filthy item to an owner is a sure way to make that owner stop coming to the kennel. PPR provides bedding and cots to all dogs with the exception of those dogs who have shown that they cannot have them due to destructive behavior. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 47 BASIC PET CARE MANUAL SECTION IV: Feeding and Medicating 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 48 BASIC PET CARE MANUAL Two Meals Daily Many pets are fed twice a day, but some pets are fed only once a day, and some pets, particularly young puppies, are fed three meals a day. Breakfast: Breakfast is usually fed at 9:00 a.m. Lunch: Lunch is fed at 1:00 p.m. This is for dogs who have medications that require food. Dinner: Dinner is fed at 4:30 p.m. If the owner has brought his or her own food, it is stored in each individual pet’s bin or storage area. Some food may be refrigerated. Check there before opening a new can. If the kennel is to provide the pet with food, this food is stored in sealed containers labeled “HOUSE FOOD”. In either case, feeding instructions are always given on the run card, and the front desk will supply the kennel technicians with a computer printout of the meals to be fed. The procedure for feeding is as follows: Read feeding instructions on kennel card. Prepare each bowl of food according to the instructions. Deliver the food to the pet, but only if they are quiet. Dogs quickly learn that being quiet gets them the food faster. This eliminates barking issues in the kennel during feeding times. Feeding will ONLY be done once the pets have come in from Play / Potty Breaks and a MINIMUM waiting time of 30 to 45 minutes has passed. This will also be the case if feeding first, then play time. 30 to 45 minutes MUST pass before going out. This will help to prevent BLOAT, which is very serious. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 49 BASIC PET CARE MANUAL Defrosting Frozen Food Some dogs are fed a frozen diet that usually includes raw meat. When defrosting this, it is important not to overcook it as that negates the whole point of raw diets. Food is defrosted in the microwave or in the fridge overnight. This can require foresight into the next day’s feeding. Place the food in the microwave on DEFROST and check it frequently for temperature. Remember, do not overheat it! Do not put aluminum foil in the microwave. Wipe the inside of the microwave clean if any food spills. Raw food can contain many nasty micro-organisms that can get you and the dogs sick. It is better to remember to set the next meal of frozen food in the refrigerator the day before so it can be ready. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 50 BASIC PET CARE MANUAL Storing Food Properly It is important that all food in the facility be stored in clean, sealed containers. Extra Ziploc bags and containers are available if the owner’s original packaging becomes ripped or damaged. Clips are also available to hold dog food bags closed. Make sure to tightly seal all food, even if it goes in the refrigerator. Refrigerated food must be sealed and contained to reduce pet food odor in the fridge. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 51 BASIC PET CARE MANUAL Feeding Daycare Lunches Some dogs that come for daycare will need lunch fed to them. It will be the responsibility of the employee doing intake to ensure that staff is aware of a daycare dog who will need lunch. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 52 BASIC PET CARE MANUAL Watering Pets need to have constant access to clean, fresh water. The watering schedule is as follows: Morning Water: Check level of water and add as needed. If water bucket is unusually dirty, exchange for clean one. Lunch Time: Check all water. Top off as needed. Dump any water that dogs have been playing in, or that have debris in them. Dinner Time: Top off with fresh water as needed. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 53 BASIC PET CARE MANUAL Medication Medication can include: Vitamins Supplements Antibiotics Pain Medication Seizure Medication Other Important Medication Medication is usually in pill form, but occasionally can be powder or liquid. Additionally, a pet could have eye or ear medication that is an ointment. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 54 BASIC PET CARE MANUAL How to Medicate For pills, you can hide the pill in an owner-provided treat, such as peanut butter, soft treats, cheese, hot dogs, or wet food. You may also use our own Pill Pockets. Many dogs will take the pill this way easily and without a fuss. If the owner has not given the kennel instructions on how to pill their dog, the kennel can hide the pill using one of these methods, but again, supervisors must check to see that the dog has no allergies prior to pilling a dog with one of these ways. Make sure that the dog consumes the pill! Many dogs are tricky and will spit it out. The other way to pill a dog is much less pleasant for the dog and should be avoided unless absolutely necessary as it is stressful and can cause anxiety in the dog. Hold the dog by the muzzle. Pry open his jaws and place the pill on the very back of the throat. Close the dog’s mouth and hold it shut until he swallows. With practice, this becomes easier, but make sure you observe it being done before attempting it yourself. When using eye ointments, make sure that you place the ointment in the inside corner of the pet’s eye, not directly on the eyeball itself, as you may scratch the cornea. Similarly, liquid eye drops should be dropped on the inside corner. The pet should then be allowed to blink to distribute the medication. For ear drops or ointment, make sure that you get the medication in the ear canal, not just on the outside of the ear. Do not ever stick anything down the pet’s ear, though. Just aim the dispenser down the ear canal and squeeze. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 55 BASIC PET CARE MANUAL Medication Log Just as the kennel keeps records of the food charts, we keep the medication charts as well. This allows us to research when each pet was medicated and by whom. This is important in case a dispute ever arises with a client about whether we had medicated the pet properly. Employees should sign off on the medication log and place in the Daily Binder. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 56 BASIC PET CARE MANUAL Kitchen and Food Area Cleanliness As discussed in the chapter on cleaning, the cleanliness of the food prep area is of paramount importance. Not only does debris attract pests, but spilled food can spoil and increase the likelihood of disease. Just like with humans, certain bacteria can cause upset stomachs in dogs, and so maintaining a clean work surface when preparing food is very important. When using implements like can openers, ask yourself, would I use this for myself? If not, scrub it and clean it properly. Pay particular attention to spoons, knives, cutting boards, can openers, and the like and make sure that they are disinfected and cleaned properly after each use. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 57 BASIC PET CARE MANUAL SECTION V: Group Play 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 58 BASIC PET CARE MANUAL What is Daycare? Daycare has become very popular for dog owners. Since many people are away from the house during the day and work, they want their dog to have exercise and stimulation while they are gone. Many apartment dwellers find that daycare is very helpful because the dog doesn’t need as much exercise when they return from work and the dog is already tired. Still other dog owners use daycare to socialize their dogs in a safe, secure environment with other friendly, screened dogs. Since owners place their trust in us to provide a safe, fun environment for their dog, it is important that we keep the dogs in group play: HAPPY No nervous dogs or squabbles. HEALTHY No dog bites, scratches, wounds, or contagious illness. ENGAGED We provide mental or physical stimulation for the dogs. “DAYCARE IS A PLACE FOR SOCIAL DOGS TO BE SOCIAL AT!” How’s it Supposed to Be? Each daycare has its own rules and regulations, and so daycare styles will vary from kennel to kennel. If you have ever worked at a different kennel or daycare, you may have a different style of dealing with the dogs. At this kennel, we strive to have well-adjusted, friendly dogs that do not get over-excited when they play. A WELL-RUN DAYCARE IS QUIET A WELL-RUN DAYCARE IS CALM A WELL-RUN DAYCARE IS FUN The first of these points, QUIET, is really important. Barking in a daycare environment is hard on both the dogs and the staff. A dog that barks incessantly at other dogs or toys will drive everyone crazy, and barking is contagious. Working to contain barking is essential. We will use the WATER SPRAY BOTTLES to address nuisance barking. The second of these points, CALM, is also key to a well-run daycare. While dogs do get excited when they play, dogs that run around like crazy, crashing into or leaping over other dogs, or playing so rough that it causes fights will cause problems. Keeping the dogs calm is an important part of your job. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 59 BASIC PET CARE MANUAL The third point, FUN, will have the deepest effect on your day-to-day working environment. You are working in a kennel because you like dogs, and who doesn’t like to play with dogs? By keeping the dogs calm and quiet, and recognizing and removing problem dogs, you will be surrounded by happy, fun dogs. And this is the best part of your job – hanging out with the dogs. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 60 BASIC PET CARE MANUAL Finding Compatible Playgroups When dogs are put into playgroups together, there may be ten dogs that have very different personalities. Think about when you might have to sit with ten strangers in a room together – like at the doctor while waiting in line or during jury duty. Out of ten people, you may really dislike one of those people. It doesn’t mean that that person is a bad person, but he or she just rubs you the wrong way. Dogs are no different. Some dogs get along well with everyone, while others are much pickier about their playmates. When you have a group of dogs together, watch the group dynamic. Is one dog taking over? Is a dog pestering another one who clearly doesn’t want to play? Rearranging the play groups, if possible, can greatly reduce the chance of a dog fight. If you notice that all the young dogs are playing and irritating the older Shepherd in the corner – who really just wants to rest - move the Shepherd to a different group or give him a break. Oftentimes, a very excitable dog who is causing havoc in one group can be moved to a very low-key group, where he will calm down. If two dogs in the group seem to be playing too roughly, removing one to a different group will often prevent an escalation in arousal or a fight. A dog may also be placed into the “time-out” kennel located out in the play yard if need be, for a brief break. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 61 BASIC PET CARE MANUAL Respect for People Dogs that don’t respect humans in a daycare setting are difficult to work with. They are rambunctious and often cause problems, particularly around the gate area when you are entering or leaving with another dog. A good way to establish “people respect” is to do what is called the Leadership Walk. Several times a day, walk purposefully around the play area, requiring dogs to move if they are in your way. You do this by “bumping” them gently out of the way using your upper thigh. Do NOT use your foot to kick them. Walk with your head held high, and without paying any attention to the dogs. Do not greet them or address them by name. Correct the dogs with a verbal “Agh!” if they try and jump on you. You will soon notice that the dogs will settle down and actually begin to follow you around the play area. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 62 BASIC PET CARE MANUAL Avoiding High Arousal Dogs that are excited cause problems. While it can be fun to play with high-energy dogs, dogs that are over-excited play too roughly, may race around the play areas at high speed, and may jump or knock into other dogs. All of these things can quickly escalate into a dog fight. Avoiding high arousal levels in the dogs is important to keep them safe. You can avoid high arousal by calming the dogs and encouraging calm behaviors through your own behavior: Move slowly and calmly. Do not rile the dogs up by roughhousing with them. Avoid talking to the dogs in a loud or excitable voice. When you pet the dogs, do so calmly, in slow strokes with even pressure. Don’t pet any dog until it sits quietly in front of you. Don’t let the dogs demand attention from you by nudging or pushing. Don’t permit the dogs to jump on you. If they start to, immediately begin a Leadership Walk. Don’t open gates into or out of the play areas until the dogs are quiet and not barking or jumping on the fence. If a dog is playing intently with a toy or is instigating a game of “Chase me!” this can cause a shift in the arousal level of the play group. Giving this dog a time out can bring the arousal level of the group down. Being able to recognize arousal levels is a skill you will develop over time with experience, so don’t be afraid to ask questions from more experienced kennel staff. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 63 BASIC PET CARE MANUAL Playing Nicely How can you tell if dogs are playing nicely with each other? In general, if the dogs are exhibiting good social skills, they will play in a reciprocal manner. This means that each dog will spend a roughly equal amount of time giving and receiving play. If one dog is clearly dominating the play and bullying the other dog, this is a warning sign. Think about playing in this way. If you are sparring with someone in play – boxing back and forth – you may be having lots of fun. This is what dogs do when they play – they spar with their teeth and paws and toss each other around. But, if all of a sudden, the person you are sparring with begins punching you really hard, and doesn’t stop, it isn’t fun anymore. You may get angry or frustrated and punch back, hard. This is what rough play is – an escalation of an otherwise very fun game. Dogs that are having fun will have open mouths. Their tongues may be hanging out, and they will look happy. Dogs that are playing roughly will look more violent, edgy, and one of the dogs may be snapping back if the other dog is dominating him. Their mouths may be drawn back, their ears may be flattened, and they may seem more intense. Owners often get very nervous if they see their dogs engaging in rough play, and with good reason. Rough play can escalate into fights very easily. On the flip side, a “play bow” is a behavior in which one dog invites the other dog to play by bowing down with his front legs. This is a very desirable and polite way to engage the other dog, and dogs that are doing this are playing nicely. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 64 BASIC PET CARE MANUAL Noticing Problem Dogs How can you tell if a dog is going to cause a problem? Eventually you will develop a sort of “sixth sense” and you will be able to tell immediately at a glance which dog will cause problems. However, there are certain warning signs that problem dogs will display. These include: Constant pestering of other dogs. Guarding toys. Guarding space, particularly around fences. Stiff, upright posture. Piloerection (hair on back standing up). Humping other dogs. Jumping on other dogs. Crashing into other dogs (intentionally or by accident). Growling. Lips curled back. Wide eyes where the whites (whale eyes) are showing (sign of fear). Fence fighting. Chasing other dogs that don’t want to be chased or instigating chase games. Refusing to allow staff to touch them. General rambunctiousness. These are all warning signs that a dog may cause problems. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 65 BASIC PET CARE MANUAL Time Outs Time outs are an effective way to change certain behaviors in dogs in a group setting. Removing the dog from the playgroup (which he enjoys) when he is engaging in bad behavior teaches the dog that bad behavior results in a time out. Time outs are best used for dogs that are over-excited, rambunctious, bullying, or otherwise out of control. Behaviors that lead to time outs include: Instigating chasing games. Rough play. Repeated and persistent attempts to play with a dog that doesn’t want to play. Jumping on other dogs. Crashing into other dogs on purpose. “The Zoomies” – out of control running in circles, often seen in puppies. Obnoxious behavior with humans (jumping, pestering, biting on clothing to instigate play). The first course of action when these behaviors occur is to STARTLE the dog by saying the dog’s name and then “Ahh!” loudly and forcefully. For example, “Buddy! Ahh!” Then, REDIRECT the dog into a more appropriate behavior using a upbeat, happy voice, for example, “Buddy, Come!” If the dog does not quit the bad behavior despite two “Ahhs!” time the dog out. Time outs should last long enough so that the dog has an opportunity to calm down. Generally, this is at least five to 10 minutes. If the dog has been “timed out” three times during the day, he should be kenneled, and the management should be notified. A dog that continues bad behavior despite time outs is not learning. Discuss the situation with the Manager on Duty to see if there are other actions you can take – such as changing play groups – that will result in better behavior. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 66 BASIC PET CARE MANUAL When to Oust a Dog The final decision whether to kick a dog out of daycare permanently comes from the management. However, it is important that you communicate to the management about the behavior of the dog so that they can make an informed decision and explain that decision to the management. Generally, a dog is kicked out for one of two reasons. One, the dog is not adapting to daycare well and keeping the dog in daycare may stress him out enough to cause illness. Two, which is much more likely, the dog is exhibiting bad behavior that cannot be easily fixed or that causes danger to the other dogs or staff members. Situations that require a dog to be kicked out of daycare include: A sudden injury that causes aggressive behavior or snappiness. A failure on the dog’s part to engage in normal daycare activities because of nervousness, despite several days of daycare to get used to the setting. Aggression or snappiness from the dog when other dogs approach, because of nervousness. Terrible play habits that cannot be corrected despite repeated time outs (bullying, crashing into other dogs, fence fighting, etc.). Persistent barking caused by separation anxiety from the owner. Aggression towards the other dogs over toys or space (guarding). Causing fights – snapping, biting, growling, attacking other dogs. Aggression towards staff members. If any of these situations occur, remove the dog immediately and discuss the issue with the Manager on Duty. If you simply get a bad feeling about a dog, don’t ignore it. If you can’t identify it, discuss it with a co-worker and the management and see if you can figure out what is raising a red flag. As a training facility, we will often be tasked with socializing a dog or “blending” him / her into the “pack”. The Trainer may relay important information about a particular dog or may even enter the play yard as well. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 67 BASIC PET CARE MANUAL Canine Body Language 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 68 BASIC PET CARE MANUAL Doggie Language 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 69 BASIC PET CARE MANUAL Collar Safety Collars can cause injuries to dogs in a play group setting. No dog shall have a choke chain or prong collar on during ANY time during his stay with PPR with the exception of his daily training times with a trainer. When the dogs are playing, collars can become twisted and stuck on a dog’s tooth. Dogs can panic, leading to strangulation of one of the dogs. If two dogs are stuck together, chances are that one dog has his tooth caught on the other dog’s collar. IMMEDIATELY grab the Emergency Scissors and cut the dog’s collar. The dogs will be panicking and may be aggressive out of fear, so be careful of your own hands. If you cannot cut the collar or grab the dogs, ALERT OTHER STAFF via WALKIE TALKIE that you have an emergency situation. Examine the dogs closely for injuries. Notify the management immediately. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 70 BASIC PET CARE MANUAL Fence Fighting Fence fighting is when two dogs, on opposite sides of the fence, growl and bark at each other, or run up and down along the length of the fencing, displaying aggression. Fence fighting is not good because it increases the arousal level of both dogs, as well as the other boarders. Occasionally the dogs will be able to get a tooth through the fence and cause actual damage. For this reason, fence fighting is especially important to ADDRESS. If the dogs continue to fence fight, move the dog next to a more passive dog and notify the Shift Leader. Do not allow the problem to continue. Take action. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 71 BASIC PET CARE MANUAL Breaking Up Fights Inevitably, no matter how well a daycare group is managed, there will be a squabble or a fight between two dogs. Fights can often be terrifying. They are loud and scary. When you witness a fight, try to remain calm and remember what to do. If you are OUTSIDE, a blast from the water hose is the most effective way to break up a fight. There are also other tools in the DOG FIGHT BOX hanging outside. These includes an air horn and citronella spray. If you do not have access to a hose, tossing shake cans so that they land near the fighting dogs can break up small squabbles. A blow horn can also frighten dogs enough so that they stop fighting. Also, a strong blow from a whistle may work. This is why staff WILL WEAR their whistles while out with dogs. Under no circumstances should you grab a dog by the collar! This is a sure way to get bitten! If you try and intervene near the dogs’ faces, you will come into close proximity to their teeth. Also, the dogs may redirect their aggression towards anything within biting distance, and this includes you. Instead, grab one of the dogs – the instigator if possible – by the BACK LEGS, lift up high, and toss the dog sideways. Be careful that the dog doesn’t turn and bite you by accident as you lift. Most dogs will let go of the fight when they get lifted. Then, act quickly to keep the dogs apart. If two dogs start a fight, sometimes other dogs will get excited and jump in. Normally these dogs are just trying to bully in on the action and will seldom actually cause any damage, but they will make lots of noise and get in the way. Try and remain focused on the dogs that are actually engaging in actual “battle” and not the ones that are just “jumping in.” These dogs will usually stop when the real fight is dealt with. When you manage to get the dogs apart, remove the instigator (if you know which one it is) immediately and then return back for the other dog. Kennel both dogs and then examine each one closely for injuries. If either dog is injured, notify the management immediately. Take a breath and try and calm down. Notify Shift Leader or Management. To Recap: To break up fights: Use a hose. Make a loud noise with a shake can or blow horn or whistle. Lift the dogs up by their back legs to get them apart. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 72 BASIC PET CARE MANUAL Don’t grab the collars. Use sprays in the dogs’ faces to get them to let go. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 73 BASIC PET CARE MANUAL Howling Control Howling, unlike barking, can be effectively stopped with a loud “Hey!” For some reason, this interrupts the howler and any others who have joined in. Breeds that commonly howl include Siberian Huskies, Alaskan Malamutes, Samoyeds, American Eskimo Dogs, and other Nordic breeds. Beagles, Basset Hounds, Redbone or Coon-tick Hounds, Catahoula Leopard Dogs, and other hound breeds are often prone to howling as well. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 74 BASIC PET CARE MANUAL Cleaning the Play Areas One of the most important parts of supervising daycare groups is cleaning the area. This is CONSTANT. If an area is not kept clean, there will be urine and feces on the floor or ground that will puddle up. Dogs will walk in these areas and be covered with urine and fecal matter, which you will then have to clean up. Remember, one of our goals is to send home clean dogs, so keeping the play area clean is incredibly important. There should be absolutely no feces or urine left in the play areas for longer than a minute – just enough for you to grab cleanup materials and clean the area sufficiently. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 75 BASIC PET CARE MANUAL Poop Eaters One of the more disgusting things dogs do is eat their own feces. Some dogs get into this bad habit at an early age because of boredom, lack of training, anxiety, or a mineral deficiency. When these dogs come to daycare, they start to eat other dogs’ feces. This is one reason why it is so important that dog feces be picked up immediately. A dog that consumes feces ingests a lot of bacteria and can often pick up stomach illnesses. It is also not uncommon for a dog that has consumed feces to vomit or retch. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 76 BASIC PET CARE MANUAL Toy Policy Certain toys are allowed on to the playground during group play. These include jolly balls, tugs, etc. Sometimes, these can cause issues between dogs. It is the responsibility of the tech outside to know their dogs and if any situation arises that compromises the safety of play, then the toys must be removed immediately. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 77 BASIC PET CARE MANUAL SECTION VI: Check-Out Daycare 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 78 BASIC PET CARE MANUAL Putting on Different Collars and Leashes Dogs that come in for daycare will have many different collars and leashes. The most common leashes are: Regular Leashes (four to six feet long of nylon or leather) Flexi-Leashes If a dog comes in with a Flexi-Leash, you should “set” the leash at about three feet while you transport the dog back to his owner. You do this by pressing in and latching a small plastic hook or button on the hard- plastic covering. You never want to let a dog have full access to his flexi-leash while in the kennel, as a dog on a 20-foot leash can cause lots of problems! The most common collars are: Flat Collars or Buckle Collars Limited Slip Collars Choke Chains Prong Collars In addition, many owners will walk their dogs using: Halti Headcollar Gentle Leader Anti-Pull Harness – front ring Anti-Pull Harness – back ring Regular Harness Since there are so many different types of collars and harnesses, it is important that you know how to put each one on, because as you are returning dogs to their owners from daycare, you don’t want to spend ten minutes trying to fit the dog’s collar. Ask your manager if you do not know how to put on each of these collars. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 79 BASIC PET CARE MANUAL Returning the Daycare Dog to the Owner When you return daycare dogs to their owners at the end of the day, make sure that the dog is in excellent condition. This means the dog is CLEAN, free of cuts or scrapes, and that all the dog’s belongings are returned to the owner. Daycare dogs usually have leashes but may also have belongings such as leftover lunch. If the dog ate lunch at the kennel but did not finish the lunch, if it is dry (kibble or treats), return the lunch back to the owner in the original container. If the dog did not consume a wet food lunch, dispose of it. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 80 BASIC PET CARE MANUAL What to Say to Owners When owners pick up their dogs from daycare, they want to know how the dog spent his day. When you return the dog to his owner, be friendly and engage the client in conversation if he or she wants to chat. Recognize that some owners will want to chit chat about their dogs, and others will want to jump in their cars and speed off. If they do want to talk, you should tell them how the dog did in daycare. If the dog had a lot of fun with another dog, say, “Oh, he loves Max.” Referring to the other dogs by name shows that you are paying attention. Owners want to know that you notice their dog and his or her likes and dislikes. Owners like it when you talk about their dogs as if they were children. You can mention that the dog has “friends” or a girlfriend or boyfriend if the dog has taken a particular liking to another dog. If a dog has not done particularly well in daycare, or is still getting used to it, there are tactful ways to say this. You do not want to be blunt and scare owners off because daycare is a repeat business. While we don’t want to misguide owners, you can word your sentences in such a way as to not offend them. If the dog… Say… Is shy and nervous… “He’s still getting used to it, but he’s improving.” Didn’t make any friends… “He’s hasn’t found that special friend yet, but he did really well with our kennel staff.” Was pushy and a jerk… “He has a really big personality.” Needs training… Nothing. It’s not your job to recommend training. Remember, though, if there is a real problem and the dog is causing fights or is extremely nervous, the manager should escort the dog back to the owner and explain the situation. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 81 BASIC PET CARE MANUAL Spot Cleaning the Daycare Dog Oftentimes dogs get really dirty in daycare. Since owners are paying a premium to have their dogs in daycare, they deserve to have a dog that was at least as clean in the evening as it was in the morning. There is nothing worse than a dog returning from daycare smelling like a sewer. Dogs can often get dirty from: Dog slobber Vomit Urine Feces Mud or Dirt As you can see from this list, these things are not pleasant, and owners will not enjoy having this dog in the car on the way home. Before you take the dog back out to his owner, take 30 seconds to carefully examine the dog for any signs of cuts or scrapes, dried blood, or visible dirt. It is crucial that any small scrape on the dog – no matter how small – is pointed out to the owner. If an owner discovers that their dog has a cut when they return home, and the kennel failed to notice, that owner will be very unhappy. However, if you point it out, owners will very often forgive a small scrape. If the dog does not have any cuts or visible injuries, wipe the dog down with a damp towel. You can also rub in a waterless shampoo if he or she is really dirty. Pay particular attention to the head and face of the dog, as this is what most owners immediately go for – the dog licking them. Make sure to wipe down the bottom of the dog’s paws as well – this is often a big odor-causer. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 82 BASIC PET CARE MANUAL Discretion Baths for the Daycare or Boarding Dog If a dog gets really filthy at daycare or boarding – beyond spot cleaning – you should contact the Manager on Duty to see if the dog qualifies for a discretion bath. A discretion bath is given to dogs that are dirty as a result of playing in daycare. (If a dog comes in dirty, someone should notice and recommend the dog be groomed during the day). If you notice that a dog will qualify for a discretion bath early in the day – you see it roll in excrement, for example – then inform the MOD as quickly as possible. The dog can be bathed and then returned to daycare early in the day, keeping everyone else clean and avoiding a last-minute rush to bath the dog later. The manager will determine whether the owner pays for the bath or not. In cases where the owner does not pay for the bath, when you return the dog you should tell the owner, “He got really dirty, so we bathed him for you.” This will go a long way towards making owners happy. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 83 BASIC PET CARE MANUAL SECTION VII: Check-Out Boarding 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 84 BASIC PET CARE MANUAL Preparing for Departure When a pet is scheduled to depart from the kennel, you should prepare all of his or her belongings BEFORE the owner arrives, when practical. This allows for a seamless departure procedure. The owner does not have to wait while you collect all of the dog’s items. Additionally, if an item is misplaced, it allows adequate time to locate it. The Departure Items should include: All belongings, including toys, leashes, and bedding. Any leftover dry food OR unopened canned food. Owner containers for special food, washed well and dried. When you have collected all the items, look at the Kennel Card from the dog’s kennel and cross-reference all the items to make sure that you are not missing anything. Pay particular attention to the dog’s leash color and style to make sure it matches. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 85 BASIC PET CARE MANUAL Emergency Cleaning When a dog leaves the kennel unexpectedly because the owner is picking up the dog early, oftentimes there is not an opportunity to give the dog a full bath. Wipe the dog down thoroughly with a damp towel. You can also rub in a waterless shampoo if he or she is really dirty. Pay particular attention to the head and face of the dog, as this is what most owners immediately go for – the dog licking them. Make sure to wipe down the bottom of the dog’s paws as well – this is often a big odor-causer. If the dog has already been bathed and dried but has urinated or defecated in the cage while waiting to be picked up, assess the damage. If only the dog’s paws are dirty, for example, put the dog back in the tub and rewash the paws only. However, if the dog requires more than just a spot-cleaning, or you are in doubt, re-bathe the dog. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 86 BASIC PET CARE MANUAL Exit Exam Before you take the dog back out to his owner, you must perform an exit exam. This exam ensures that the dog is returned to the owner clean and free of any injury. You will go over the dog to make sure that he is in tip top shape. Check for cuts, scrapes, or wounds: The groomer should have noticed any cuts or injuries on the dog, but double check to make sure that toenails are not bleeding, etc. It is crucial that any small scrape on the dog – no matter how small – is pointed out to the owner. If an owner discovers that their dog has a cut when they return home, and the kennel failed to notice, that owner will be very unhappy. However, if you point it out, owners will very often forgive a small scrape. Check for clean ears and eyes: Remove any discharge from the eyes and check to make sure the dog’s ears have been properly cleaned. Check for clean smell: Make sure the dog smells nice and apply a spray scent, if needed. Pay particular attention to the head and face of the dog. The owner hasn’t seen the dog for at least 24 hours (and usually more) and the first thing they are going to do is kiss or rub the dog on the head. 2815 N. Austin Avenue, Georgetown, TX 78626 | 512-686-2780 87 BASIC PET CARE MANUAL Returning the Dog to the Owner When the owner has checked out and is ready to receive their pet(s), staff will bring out the PROPERTY first. Often times if we bring it all out at once, it’s too much for the client to handle. PROPERTY first, then PETS. Since the dog has not seen the owner in a while, there will often be an excited reunion. Allow the client to handle the behavior of the dog (for example, saying “No!” if the dog jumps) and stand quietly while the owner fusses over the dog. When everything has quieted down, smile at the owner and say something nice about the dog, such as “He is such a sweet dog,” or “She is th
