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CLOSE ENCOUNTERS

PROGRAM HANDBOOK

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Table of Contents

PART I INTRODUCTION

Cincinnati Zoo Mission Statement, Core Values, & Education Dept Vision

Statement

Introduction to Close Encounter Program and Instructor Roles

PART II CLOSE ENCOUNTER INSTRUCTORS

Job Descriptions

Training and Animal Handling

Schedules

PART III CLOSE ENCOUNTER PROGRAMS

Close Encounter Program Descriptions

General Program Schedule, Duties, and Guidelines

PART IV EMERGENCY PROCEDURES

Weather Emergencies

Fire or Injury

Animal Emergencies

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Part I Introduction

Welcome to the Cincinnati Zoo’s Close Encounter (CE) Program! This handbook is designed to

help you learn about the Close Encounter Program and your role as a Close Encounter Instructor.

Mission & Vision Statements

The CE Program is one of many incredible opportunities the Cincinnati Zoo has that serve our

mission statement: Creating adventure, Conveying knowledge, Conserving nature, Serving

community. This mission drives all the programming we offer including Close Encounters!

Living within the Education Department, CE also strives to meet the Education Department

vision: Through developing personal connections with nature and environmental literacy in

our visitors, we create community, a sense of wonder, knowledge, and conservation action.

Cincinnati Zoo Core Values

Achieving this mission and vision requires great people who actively demonstrate the Zoo’s core

values and behaviors:

• Collaborative Relationships

o Promotes pro-active, open communication across all levels/departments

o Actively listens to and values others’ questions, concerns, and ideas

o Meets face-to-face and foster open discussion

• Positivity and Energy

o Displays a positive attitude under all circumstances

o Is passionate and energetic

o Makes time to celebrate success

• Accountability, Mutual Trust, & Respect

o Ensure expectations are well understood and hold self and others accountable

o Holds self to high standards and always tries to do the right thing

o Treats others with respect

o Practices “Do what you say you will do”

o Acknowledges mistakes and learns from them

o Takes ownership of problems/projects and shepherds the process to resolution

• Progressive Thinking

o Challenges the status quo in respectful and productive ways

o Is a self-directed learner and strives to continuously further own knowledge

o Demonstrates relentless pursuit for improvement

o Thinks creatively: is willing to look for new and innovative ways to do things

o Learns from others, both internally and externally

• Pride, Passion & a Sense of Ownership

o Demonstrates respect and care for the living collection

o Goes the extra mile to ensure the visitor has a great experience every visit

o Is always an advocate for the Zoo with all audiences

o Shows strong personal ownership of the Zoo and careful stewardship of its resources

The Close Encounter Program Imagine the thrill of touching live animals! That is exactly what students are encouraged to do as

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part of their Animal Demonstration. No stuffy lectures here, these programs introduce students to

at least 3 different live animals while sharpening students’ sensory and observation skills as well

as supporting Tri-State academic standards. Teachers can sign up for a free demo program up to

two weeks before their zoo visit. They have several curriculum options to choose from, each

addressing key state standards for a particular grade band.

Close Encounter Instructors

Instructor Duties

A Close Encounter Instructor is responsible for leading themed animal programs for schools.

This position requires flexible availability between the hours of 9am-1pm per week during the

months of August through July. This position reports directly to the School Services AmeriCorps

Member, the Close Encounter Coordinator. They report directly to Senior Program Manager

Melinda Voss, Close Encounter Supervisor.

Essential Duties and Responsibilities:

• Train and be proficient on any education interpretive animals deemed necessary by

School Services

• Learn and deliver programs according to the written curriculum provided

• Create an exciting, positive, active learning environment for all students

• Have and use good decision making/problem-solving skills

• Be able to stand for extended periods of time in a classroom setting

Part II CLOSE ENCOUNTER RESONSIBILIES

Our Close Encounter instructors come from diverse and varied backgrounds. Some have

experience in biology, others in education, and even others who have no formal experience at all.

One thing we all have in common is a deep interest in educating others about the natural world

and its conservation.

Primary Responsibilities

•Instruction of School Animal Demo programs

•Pre-program set-up and post-program cleanup

Training, Schedules, and Employee Policies

Close Encounter instructors are required to complete the following training: • Zoo Way Orientation Training

• During this training you will complete employment paperwork and receive a general introduction

to the Zoo.

• TB Testing and Zoonotic Disease Training

• Both are required annually of all Zoo staff and volunteers who work with animals

• Animal Handling Training

• 2 Observation Sessions & Co-Teach Session & Debut With Written Evaluation

Animal Handling Training

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The Cincinnati Zoo and Botanical Garden’s (CZBG) Interpretive Animal Community is a critical

component to all educational programming at the Zoo, including Close Encounters. The use of live

animals at CZBG has a significant impact on visitor experience and learning, facilitating multi-sensory,

authentic experiences that can provide the contextual bridge into deeper conversations about wildlife and

conservation. We seek to “inspire every visitor with wildlife everyday” and get our visitors “close

enough to care”. As a CE Instructor, you will be required to handle a variety of animals from the

Cincinnati Zoo’s Interpretive Animal Community. Our interpretive animals are a critical component to all

educational programming at the Zoo including both our formal education programs and our casual

interactions with visitors both here on grounds and through outreach.

Cincinnati Zoo Interpretive Animal Handlers include full-time staff, part-time staff, seasonal staff,

interns, and volunteers. Access to interpretive animals is based upon Handler aptitude and program

need. Not all Handlers are capable of handling all animals, and not all programs require complete

species representation. All handlers must complete the CZBG Animal Handling Training Program

which is built upon the progressive Tier System. This training defines appropriate practices with animals,

appropriate settings in which animals are used, meaningful wildlife and conservation messaging, and the

process of training and trainer requirements.

Handling Requirements

• Animal Handler Page Password: educator

• All handlers must complete the CZBG Animal Handling Training Program which is built upon the

Interpretive Animal Community Tier System. This program defines appropriate practices with animals,

appropriate settings in which animals are used, meaningful conservation messages, and the process of

training requirements.

• All handlers must complete animal handling recertification annually. This process is created and

facilitated by the Education Department full-time staff team.

• All handlers must handle their animals according to the commitment levels outlined in the Animal Tiers

Excel File

• Failure to complete any of the above requirements will remove animal handling certification on one or

more affected animals and will be required to re-train at the discretion of the program supervisor or

manager.

Uniform

You are required to wear an official zoo polo (green or black) and solid colored pants or shorts. Shorts

should have an inseam of at least 3”. Sandals and flip flops are not allowed – to enter animal holding

areas, you must have closed-toed shoes.

Program Training

Every instructor will complete two observations and one co-teach training sessions prior to their debut.

• Observation Training: Each instructor has their own style when leading a program, but there are

basic nuts and bolts that should be present in every single program. There is a large amount of

information to learn and observation allows trainees to become familiar and comfortable with

how the program works from start to finish.

• Co-teaching Training: After 2 observation trainings are complete, trainee may move on to the

co-teaching. Each trainee will teach alongside and be supported by an established instructor for

the shift.

• Instructor Status: When the trainee feels he/she is ready to become an Instructor, the Close

Encounter Coordinator or Supervisor will observe and evaluate the trainee’s debut where they

show their ability to lead a group on his/her own. Following a satisfactory performance, the

Instructor will be scheduled to teach programs individually.

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• Assisting New Trainees: When a new trainee beings learning a program, part of their training is

observing and co-teaching with other established instructors. Your role as an established

instructor is to not only answer any questions and concerns they have, but to actively point out

and teach them the specifics and nuances of being a successful Instructor. This includes

explaining protocols and procedures along the way, helping them learn their way around the Zoo,

showing where supplies and materials are kept, and completing a feedback form at the end of

their co-teach. There is a lot to learn, so please make them feel welcome and comfortable! Co-

Teach and Observation forms are available to use to guide these conversations.

Schedules & Attendance Schedules are completed by the Close Encounter Coordinator monthly based on submitted availability in

When I Work. Each instructor is responsible for getting their availability in when asked by the supervisor.

Typically availability must be submitted by the 3rd Monday of every month. However, you can send

updated availability to the Coordinator more often if needed. This can be submitted through When I Work

or by emailing the Coordinator. Coordinator will send remaindered regarding instructor availability in

weekly emails.

Schedule will be completed in When I Work and updated in real time. Each shift in When I Work will

include the following information if available:-Location (Frisch’s Theater or Orchid/Fig) –If School is

LCEAF –Program – Number Students –Number Adults –Grade –School –Primary Teacher Name/Phone

Number

In the event that you cannot teach, you are responsible for finding a replacement and

communicating the change to the Coordinator. In the event of an emergency, please notify the

Coordinator by 8:30am the morning of your shift preferably by phone.

The Coordinator sends weekly email reminders and phone call reminders to teachers scheduled

for a Close Encounter. If a school is late for a Close Encounter, radio ticketing on Channel 2 to

ensure they have checked in at the Zoo. If a school does not show up for their Close Encounter

please contact the Coordinator immediately.

Continuing Education Periodically the Supervisor or Coordinator may arrange exhibit tours, keeper’s lectures, and professional

development opportunities for instructors to attend.

Close Encounter Instructor Website There is a password protected website where instructors can find program information, curriculum

updates, schedules, and contact information for the program. Close Encounter Instructor Page Password:

educator

Part III CLOSE ENCOUNTER PROGRAMS

Day of Program

Program Set-Up: Arrive at least 45 minutes prior to get your animals ready. (If you are going to be late,

please call the Coordinator on his/her cell phone) Animals are checked for an hour prior to your program

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start time to give you ample time to crate and transport. If you know an animal takes longer to crate or

may not crate plan your time accordingly. The coordinator will check out 2-4 animals for your program

ahead of time. If you need to check out an alternative animal please check When I Work before hand to

ensure it is available. Follow normal procedures for checking out alternative animal.

Locate the Coordinator to alert him/her of your arrival, and to get any updates on the program. The

Coordinator will already have your classroom set up and can help you with animals if needed.

Signing out Animals: As stated, you animals will already be signed out in When I Work upon arrival.

However, you are still responsible for filling out the binders. When signing out an animal for a Close

Encounter program, you will use the abbreviation “CE”. Make sure to sign in all animals at the end of the

program and return them according to handling procedures.

Key/Radio Sign-Out: You may sign out a radio and a set of keys gain classroom and animal holding

access. Please return these at the end of your shift. Education is located on channel 4.

Greeting School: Schools are asked to meet you outside of the P&G Discovery Forest across from the

elephants 10 minutes prior to their program start time. This is another reason it is essential to arrive at

least 45 minutes prior to your program start time. Once your school group arrives introduces yourself then

use this time to set up program expectations. This can include behavior expectations, program

expectations, etc. before you take your students to your designated room for the program. Let your group

know where the restrooms are during this time and give them the opportunity to use them. We want to

discourage students/chaperons from going during the program so they do not disturb the instructor,

animals and students. In instances where your group meets you inside the building quickly gather them in

a group to go over these expectations prior to going into the group. Make sure your group is not too loud

in the lobby as not to disturb the education registration team.

Program Outline:

1) Begin your program with an introduction to Close Encounters and the program theme. Please

utilize white boards, bin materials, posters, etc. during this time. Go over behavior expectations on

program and when animals are out. Make this as interactive and fun as possible! Allow students to share

their previous knowledge, have them come up either behavior expectations for when animals are out, etc.

Introduction should be around 5-10 minutes depending on the program theme and students age.

*Please encourage chaperons the join students in the circle and remind them that they need to follow the

rules as well. The program will be more meaningful and fun for all involved if the chaperons are invested

in their students learning as well. If there are any issues with behavior of chaperons (talking during

program, making phone calls, etc.) please radio the Close Encounter Coordinator or Supervisor for

assistance*

2) After the introduction is complete begin the animal demo portion of the program. If there is an

animal that is not able to be touched it may be best to do it in the middle of two touchable animals. If an

animal is touchable allow students to touch near the begin of the demo then make their observations.

When a student is touching make sure to focus on the sense (how the animal feels, what it looks like up

close, etc.) If there is an animal all students do not have the opportunity to touch remind students of the

importance of animal choices. During the animal demo portion of the program ensure all students and

chaperons are following the behavior expectations for each animal the entire time.

3) At the end of the program quickly go over the animals that assisted with your program and the

Close Encounter theme. Remind students to use what they learned while they are out in the zoo. Also

remind students that they can share what they learned with their family and friends! Make sure you thank

the students and chaperons for participating in a Close Encounter at the Cincinnati Zoo!

During Program: If you are to need any assistance or have any questions/concerns during your program

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please contact the Program Coordinator first by radio/cell phone. If they cannot be reached then contact

the Program Supervisor by radio/cell phone. A good time to contact them during programs is when

getting out a new animal or giving your students a break to get their ‘wiggles’ out.

Program Clean-Up: When the program is finished, clean up the room then put away your animals. Check-

In with the Coordinator before leaving. It is during this time that you can address any concerns (i.e. low

supplies, broken materials, unwanted behaviors in the classroom, etc).

Program Rules for Participants

Explain the rules during the introduction portion of the program. Do not dwell on the rules too long, just

make sure everyone understands and that rules are enforced by instructors and adult chaperones

throughout the program.

1. Respect the animals: Point out to groups that they will be in the buildings at a time when the animals are

resting. Ask the group to please be kind to the animals by keeping hands off of the glass, using soft

voices, and being otherwise considerate.

2. Hand-raising: Everyone should raise their hands when they have a question or something to say. Let the

children and adults know that you will give them plenty of time for questions.

3. Food/gum/drinks: At no time is food or drink allowed in animal buildings. This includes gum!

4. Cell Phones: Children should not have cell phones out at any time unless taking pictures during animal

demos. Adults should refrain from using cell phones unless in emergency situations and please turn them

to vibrate. However, it is recommended that chaperons and teachers take the photos instead of the

students. This allows the students to focus on all of their attention on the program and be active

participants.

5. Rolling Chairs: Please do not have any rolling chairs out during animal demonstrations. This is for the

safety of the animals. If chaperones need a chair use the folding chairs in the closet or ask them to stand

while animals are on the ground.

6. Instructor Rules: Possibly the best rule ever is that instructors/adults are allowed to make up any rule

throughout the program as they see fit. Most adults know their children better than we do and what rules

they might need to make sure everyone stays safe.

7. HAVE FUN!!

Animal Demo Guidelines

• Before bringing animals out, prepare the group by explaining rules and procedures. Let students share

with you what rules they think are important when animals are out. Make sure everyone is seated in a

semicircle on the floor and everyone remains seated.

• Assure participants they do not have to touch the animals if they don’t want to!

• If at any time the group is not following the rules, put the animal away and explain why you are

doing so. Stay calm - just let them know you are serious. Enlist the aid of your chaperones to regain

control.

• You may share the natural history information you would like about the animals, but keep in mind that

most of the information shared should support the program theme. Cool, quirky facts and stories always

hold the group’s interest!

Part IV EMERGENCY PROCEDURES The following procedures are Zoo-wide procedures in case of emergencies during a Close Encounter

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program. For all emergencies, it is helpful to have both a two-way radio AND Security’s phone number

programmed into your cell phone (513-475-6112)

Weather Emergencies

Inclement Weather

• Programs continue in ALL weather types except in severe cases. However, the schedule of activities

may need to be adjusted. If there are school delays or cancellations, the Coordinator will contact you

as soon as he/she finds out.

Tornadoes

• If a tornado is sighted or if you hear the Tornado Warning Sirens, take immediate shelter indoors,

preferably in an interior hallway on the lowest level of a permanent structure which does not have glass

windows

o Coordinator will listen to the weather radio for developments.

o If Coordinator reports a tornado warning, have participants sit up against the innermost walls in the

designated areas. Have participants assume the position we learned in grade school - crouched over on

your knees with your hands over your head.

o Wait for an all-clear from Coordinator or Security before moving out of the area.

o If you are caught outside during a tornado, DO NOT try to outrun it. Lie down in a ditch or low spot on

the ground.

Education

Building Line up along the innermost walls of the lowest level bathrooms and

classrooms.

Fire or Injury

Fire • Activate a fire alarm “pull station” (if available), then contact Security via phone or via two-way radio

• Get everyone out of the building. Gather the group together in the parking lot.

• The Education Building Rally Point is the Education Parking Lot.

• Advise Security of vulnerable animals.

• Unless assigned to re-enter an evacuated building, NO ONE may re-enter until the “ALL CLEAR” is

given by Security.

• Call the Supervisor on Duty to alert them of the situation.

Medical (Injury or Sickness)

• Assure the safety of the injured/sick person and other participants.

• Ask an adult from your group to watch the group while you take care of the injured/sick person.

• Request First Aid Assistance from Security Dispatch via two-way radio or phone.

o Inform Security of the nature of problem, exact location, severity, and how many people or animals are

involved.

• Render first aid, ONLY IF YOU HAVE BEEN TRAINED TO DO SO.

• Inform the Coordinator on duty of the situation as well.

• If for some reason you cannot reach Security or the Coordinator, leave the adult in charge and the group

sitting quietly on the ground. If head/neck injury, serious bleeding, or unconsciousness dial 911, explain

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the situation, and tell them you will meet them at the Erkenbrecher Gate and take them to the site of the

injury/sick person.

• When the ambulance arrives, provide any pertinent information about the nature of the person’s

injuries/sickness. Do not go to the hospital with the injured/sick person. Instead, have an adult from

the group escort the person to the hospital.

• Before the ambulance leaves, provide the Supervisor-on-Duty’s phone number and the Coordinator phone

number. Make sure you know where the person is going!

• If 911 is called by you or security please inform supervisor-on-duty as soon as possible.

Animal Emergencies

Animal Escape We refer to escaped animals as a “Code Houdini.” It is broken into two different categories – Dangerous

(example – if a Polar bear escapes) and Non-Dangerous (example – if a bird gets loose from Bird Show.)

• If you hear of a Non-Dangerous Code Houdini, please go about your schedule as you would normally

unless you are told otherwise by a WE supervisor or Security.

• If it is a Dangerous Code Houdini, you are to bring any visitors around you and go into an indoor location

and stay there until you receive further instructions. If guests are asking, tell them, “there is an emergency

situation, and Security has asked everyone to get inside.” It is important to keep all non-essential radio

traffic off of Channel 1 during a Code Houdini.

• For both Non-Dangerous and Dangerous escapes, do not turn up your radio loud or switch channels - stay

on your appointed channel. Visitor-related announcements will be made on the :00, :15, :30, :45 of the

hour by the Visitor Experience Manager during a Dangerous Code Houdini, and if necessary, for a Non-

Dangerous as well (Example - Bird flies away from the Bird Show = NO ANNOUNCEMENTS. Non-

Dangerous animal starts to become aggressive and effects a part of the zoo = YES

ANNOUNCEMENTS.) .

For our department we have two protocols written up for what to do if one of our Interpretive animals

escapes – what to do if you have a radio on you and what to do if you do not have a radio on you. If you HAVE a radio: 1. Switch to Channel 1 and call for Security. 2. Tell Security Dispatch the following information: Your name, your program (Close Encounters),

your location, the event (Code Houdini, Non-Dangerous), the animal you have (species and given name),

whether or not you have a visual on the animal, and if the animal is still on the move. Example: “This is Caitlin with Wild Encounters and I have a Code Houdini-non dangerous event. Casper

the Barn Owl has flown off. She is heading toward the Reptile House and I am in pursuit on foot.”

3. At this point you are the “Incident Commander.” This means that you are the one with the most

information at this time. Once an Interpretive Keeper gets to you, they take over that role and you will

assist until you are given another role. Do not attempt to use capture or restraint equipment - that is the

responding keeper’s responsibility. Please remember to stay on Channel 1 on the radio so that Security

can reach you for any further updates or information. NOTE: Security will announce the information on

all channels and that way your direct supervisor will be aware of your situation. 4. If your animal is in the immediate area and not in another animal’s exhibit (i.e. you drop a cockroach

on the ground next to you, drop a sheep’s leash that is grazing on nearby plants, etc), you can retrieve

your animal yourself without calling in a Code Houdini, but still write an IR. However, if your animal is

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out of your immediate and controlled reach or has entered another animal’s space, you must call in a

Code Houdini (Non-Dangerous) and follow the established protocol.

If you DO NOT have a radio: 1. Using your cell phone call Security (513-475-6112) stay on the phone with them until someone with

a radio gets to you. Follow steps 2-4 above.

Venomous Snakebite

• Immediately contact Security to inform them:

o Who was bitten

o By what reptile species (if known)

o Whether or not the snake has been secured

o Precise location

• Have person bitten by snake sit down in a safe location. Keep the bite site at heart level. Victims should

relax, remove any jewelry, and loosen clothing, which might constrict swelling.

Animal Attack

• Notify Security via two-way radio or phone immediately

• If you are actually attacked, get away from the animal if possible; confine the animal away from yourself

and others if you can. If an attack appears imminent however, fleeing an animal may cause a predatory

response; retreat from the animal slowly while keeping the animal in sight.

• Defend yourself if possible. Use any means necessary (yell, scream, strike the animal, etc.) using

whatever implements available.

• If you cannot escape from a dangerous animal attack, defend your most vital/vulnerable body parts. Curl

up in a tight ball, covering your head and protecting your chest and abdomen.

• If another person is being attacked - summon help and alert Security staff.

• Get victim away from animal if possible; drive or scare the animal away using whatever tools are

available.

• Do not put yourself in danger of serious injury. If you cannot resolve the situation without subjecting

yourself to serious risk, wait for help.

Close Encounter Instructor Contact List 2017-2018

LCEAF School Operations AmeriCorps Member: Hannah Sublett

Email: Hannah.Sublett@cincinnatizoo.org

Phone: 513-475-6135

Cell Phone: 513-375-8993

Radio: Channel 4

Senior Program Manager; Education: Melinda Voss

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Email: Melinda.Voss@cincinnatizoo.org

Phone: 513-475-6157

Cell Phone: 513-382-9918

Radio: Channel 4

Availability:

Close Encounter

Instructors:

M T W Th F Contact Info

Bland, Wallis

X X X X Wallis.Bland@cincinnatizoo.org

323-680-3731

Brockschmidt, Emily

X X X X Emily.Brockschmidt@cincinnatizoo.org

859-462-0828

Gottschalk, Lauren

X X X X Lauren.Gottschalk@cincinnatizoo.org

937-510-8216

Hensley, Paxton X

Paxton.Hensley@cincinnatizoo.org

513-630-8774

Moore, Paige X

X

Paige.Moore@cincinnatizoo.org

Morgan, David

X X X

morgandl1@fuse.net

513-910-1921

Neely, Caleb

X

Caleb.Neely@cincinnatizoo.org

513-226-5477

Stentz, Dave X

X

stentzdm@fuse.net

Sublett, Hannah X X X X X Hannah.Sublett@cincinnatizoo.org

513-375-8993

Taylor, Emma

X X X X Emma.Taylor@cincinnatizoo.org

Other Helpful Numbers:

Zoo Security 513-475-6112

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Education Front Desk 513-475-6137