ADOPTIONS 101overview of the Adoptions department

CLASS AGENDA

HSSV’s adoption philosophy

Customer service goals & outcomes

7 Adoption FAQs

HSSV’S ADOPTION PHILOSOPHYOur guiding principles:

We trust people!

We ask open-ended

questions instead of a

pass/fail application

We always look for ways to make an adoption

happen, not turn one down

We are respectful of the customer’s

experience & knowledge and

assume they have come to HSSV to

help animals

We view returned animals as an opportunity to

learn more about our adopters and animals to make a better match next

time

We provide support before,

during, and after adoption to help make

adoptions successful

We provide exceptional

customer service to ALL visitors,

whether or not they adopt, because

word of mouth is the best form of advertisement

We cater to each individual

person AND pet with flexible

guidelines and creative

solutions for each situation

CUSTOMER SERVICE:

Our goal is to make visitors feel...

WELCOME IMPORTANT COMFORTABLE● greet all visitors● make eye contact● smile● show interest with

engaging remarks● be professional &

flexible● help direct visitors

to where they need to go

● give visitors your undivided attention

● let the customer explain their need before telling them what to do

● practice active listening by paraphrasing or restating what you’ve heard

● convey honesty, sensitivity and empathy

● provide options and share information in a professional manner

● avoid judgemental statements

● provide directions to chairs, restrooms, drinking fountains

CUSTOMER SERVICE: Outcomes

POOR ExperiencesCause...

● fewer adoptions● people to feel distrusted● fewer volunteers and

supporters● negative perceptions shared

with public online & by word of mouth

POSITIVE Experiences

Cause…

● more adoptions● people to feel respected and trusted● increased number of volunteers● more donations● positive perceptions shared with

others● continued relationships with people

who will return to HSSV for services

ADOPTION FAQ’S1. Where do all the animals come from?

The Stray:we receive stray

animals from the city of Sunnyvale. We keep

them for LENGTH OF STRAY HOLD before putting them up for

adoption.

The Owner Surrender:

we receive animals from people who are unable to keep their pets. We do not

judge people who surrender their animals, as many are good pet owners who have come into bad circumstances (ie - loss of home, loss of income, etc.)

The Transfer In:

most of our animals are transferred in from local shelters that are often

overcrowded or do not have the medical resources that

HSSV has to care for an animal’s specific needs.

ADOPTION FAQ’S

2. What is the adoption process?

STEP 1

STEP 2

STEP 3

STEP 4

LOOK: Look for an animal that interests you and keep in mind we have animals at 4 different locations as well as in foster homes.

MEET: We’d love to have a staff member or trained volunteer introduce you to our animals!

TALK: We’ll share what we know about the animals in our care, discuss your expectations for a new companion, and help plan your post-adoption needs to make it a smooth transition for person and pet!

ADOPT!

ADOPTION FAQ’S3. What are the adoption requirements?

adopters must be at

least 18 years of age

adopters must have a valid form of

photo ID

adopted cats, rabbits, and pocket pets

must go home in a safe &

secure carrier

adopted dogs must go home with a leash & collar or in a safe & secure

carrier

Although not required, we recommend that the entire household meet the animal before adoption. Some dogs may

also require a “dog-to-dog” introduction before adoption if the adopter already has a dog at home. We do not perform

on-site “cat-to-dog” or “cat-to-cat” introductions -- our adoption staff will go over how to properly perform these

introductions at home.

ADOPTION FAQ’S4. Can I put an animal on hold?

Yes! We offer a 24-hour hold for an animal when, for one reason or another, an adopter is unable to take a pet home the same day, or

wants to take some time to think about their decision. Holds are offered after adopters have already met the animal and have started the

adoption process with an adoption counselor.

COURTESY HOLD PAID HOLD

- free of charge- due to a pending

adoption requirement- not offered for puppies or

kittens

- $55 non-refundable deposit toward adoption fee

- all adoption requirements fulfilled

- offered for puppies & kittens

ADOPTION FAQ’S5. What are the adoption fees?

SINGLE EACH ADDITIONAL

DOG $175* $100*

PUPPY $225* $100*

CAT $175 $100

KITTEN $175 $100

RABBIT $70 $40

GUINEA PIG $30 $10

RAT/HAMSTER $20 $10

*PLEASE NOTE:

Some dogs, and ALL puppies under 6 months require a training class fee of $125 in addition to their adoption fee.

ADOPTION FAQ’S

● Spay/Neuter surgery● Medical examination● Behavioral evaluation● All necessary vaccines appropriate for the animal's age

and species● Routine deworming● Cats and kittens are tested for FeLV● Home Again Microchip with life-time registration● Sponsored veterinary visit and select aftercare

discount through one of our partners● Post Adoption support: access to resources & pet care

advice for life

6. What do the fees cover?

NOTE:while HSSV will always

be there for our adopters and their animals, once an

adoption is finalized, adopters are responsible

for ALL future care, including all medical

care.

ADOPTION FAQ’S

Ongoing Promotions50% off adoption fees for the following:

Senior people age 60+ adopting senior pets age

6+ Veterans and active duty military personnel

adopting any animal

Volunteers adopting any animal

Staff adopting any animal

7. Are there any discounts?

Now You Know!

Forget the facts? Don’t sweat!You can always find the answer to your adoption questions in the Customer Care Reference Guide on the volunteer website and in person in the Volunteer Center, by the Dog & Cat Socialization Boards, Rabbit Locker, Kitten Nursery, and Adoption Desk. Or, ask a staff member!

Brag about us!Check out the Top 10 things to tell a friend about HSSV!

You have completed Adoptions 101 and can now move onto your further training!

Please complete this quiz and submit your answers to adoptions@hssv.org