Shelter Basics Learning Module

Shelter Basics Learning Module

Designed as an introduction for new volunteers.

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Introduction/Team

Purpose This module introduces new volunteers to Osceola County Animal Services (OCAS) policies, procedures, and expectations to ensure safety, efficiency, and a positive experience for all.

Team Structure Team Members include:

• Employees (Shelter & Field),
• Volunteers (Shelter & Offsite),
• Site Administrators/Leadership

Community Service Workers:

• Not volunteers;
• must wear orange/green vests
• should be reported immediately if concerns arise.

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The facility

Facility Overview • Opened 1995; campus includes 6 connected buildings. • Animals enter through Pet Receiving or Sally Port. • We serve over 500,000 residents across 1,500 square miles.

Open access shelter

• We are an open-access shelter:
• This means that we accept all animals regardless of age, health, or adoptability.

• Owner surrenders require appointments (Managed Intake system) to reduce overcrowding and disease risk.

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Volunteer Opportunities

There are a variety of volunteer tasks available, including:

• Dog Care

• Cat Care

• Veterinary Program

• Shelter Support

• Photography

• Social Media

• Data & Web Support

• Teen Program

Most of the opportunities listed require specific training, including online learning modules and hands-on training.

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Volunteer expectations

What to do.

What not to do.

• Be honest, compassionate, and accurate in communication and records.

• Wash hands between animal interactions.

• Maintain calm, positive attitudes and use positive reinforcement.

• Respect mentors and allow them to lead.

• Hesitate to ask questions if unsure.

• Use inappropriate language or negativity.

• Use phones while handling animals or in public guest areas.

• Post unapproved social media content.

• Smoke or vape within 20 feet of the shelter or animal areas.

• Take unauthorized photos inside the shelter.

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Violation of these rules can result in dismissal.

Safety & supplies

• Use provided leashes, toys, treats—do not bring or use personal items.

• First Aid kit located in front office; report injuries immediately.

• Emergency calls: Dial 911 (9-911 on County phones). Notify supervisor after.

• Eyewash station: Loading dock area.

• Follow all Material Safety Data Sheet (MSDS) guidelines.

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Access & restricted areas

Open to all volunteers: • Front Office, Lobby, Conference Room • Break Room & Restrooms • Cat Rooms A & B • Dog Kennel Building A • Laundry & Food Prep Areas Restricted (Supervisor approval & qualification required): • Dog Kennel Building B • Medical/Observation rooms

Restricted (continued) • Intake Office, Triage, Sally Port • Euthanasia Room • Quarantine Areas • Veterinary Suite • Large Animal Pasture & Barn • Modular Building If unsure, do not enter.

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Parking

Sunday Shifts:

• The shelter is closed to the public on Sundays. The front gate will be “dummy locked” — you may open it to park in the front lot, but do not lock it shut. Just close the gate and place the lock back in position. Staff will lock it at the end of the day.

Parking on site• Use side employee lot (south) or back grassy area. • Keep front spaces for guests. • Avoid blocking gates, Sally Port, loading docks. • Call 407-742-8000 if employee gate is closed.

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Volunteer check in

Signing in and out

• Sign in/out at Volgistics computer inside front lobby (back office).

• Wear your name tag visibly at all times.

• Sign yourself in/out only—no proxy signing allowed.

• Volunteers allowed only at the facility during scheduled/public hours unless pre-approved.

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Dress code & Scheduling

Scheduling

• Schedule recurring weekly shifts via Volgistics.

• Reschedule with 24-hour notice when possible.

• Notify supervisor directly for emergency absences.

• Repeated no-shows may require review.

Dress code: • Volunteer shirt (provided after training) or own t-shirt until then. • Volunteer ID badge visible. • Closed-toed shoes with traction required. • Long pants (no shorts or capris). • Minimal jewelry; no facial piercings visible. • Tie back long hair. • No proper uniform = no volunteering.

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Animal Handling & Kennel Cards

Kennel Cards • Kennel cards list animal info (name, age, breed, health, behavior). • Always make sure to read all the signs on the kennel before interacting with an animal

Sticker System for Handling: We use a sticker system to easily identify which dogs can be handled and what to expect.

• Green: Easy for all volunteers

• Yellow: Intermediate handling

• Orange: Caution, moderate handling only

• Red: Experienced staff only

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Adoption policy

In order to adopt a pet:

• Adopters must be 18+ and complete a survey and contract.

• Animal abuse database checked prior to finalizing adoption.

• All adoptions include spay/neuter, vaccinations, deworming, microchip, and license tag.

• Additional testing: Heartworm for dogs 6+ months; FeLV/FIV for cats/kittens.

• Dogs shown in enclosed play yards; cats in locked rooms.

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Completed

You have completed the Shelter basics learning module. Now, you will be asked some questions to make sure that you understand the important content. After you submit the module, you will be shown your score. the goal is at least 80% Good luck!

Next

► Use Next buttons to proceed. ► Click Submit when you are done.