Best Practices in Volunteer Management PDF
Preview Best Practices in Volunteer Management
BEST PRACTICES FOR VOLUNTEER SERVICES Table of Contents Animal Handling Policies & Procedures Assignments Recognition & Retention Communication Risk Management Conservation Teen Volunteers Internship Programs Uniforms Interpretation Volunteer Management On-boarding BEST PRACTICES FOR… Volunteer Services - Animal Handling Developed by the Volunteer Management Committee Last updated August 2015 Association of Zoos & Aquariums Acknowledgements CONTENTS AZA would like to thank the Ambassador The Association of Zoos & Aquariums (AZA) Animal Scientific Advisory Group for 3 Project Background provides its members the services, high offering their time and expertise to contribute to the development of these 4 Safety standards and best practices needed to be materials. leaders and innovators in animal care, 5 Protocols & Communication wildlife conservation and science, conservation education, the guest 6 Animal Husbandry experience, and community engagement. 7 Interpretive Principles The Volunteer Management Committee 8 Continuing Education (VMC): • Strengthens and advocates for 9 Animal Handling Evaluation volunteer engagement. • Provides professional development opportunities for individuals working with volunteers within AZA. • Disseminates pertinent information throughout AZA by utilizing the Volunteer Management Committee’s regional communication plan. Project Background This document was created by Volunteer Management Committee Members. It was then reviewed and updated by the Volunteer Management Committee in order to ensure best practices are being utilized within all AZA volunteer programs in regards to volunteer assignments. These documents will be shared with AZA’s accreditation teams to use as reference during the accreditation process. With the diversity of organizations within AZA it is understandably difficult to provide best practices that are perfectly suited for each organization; however we strove to provide high quality guidelines appropriate for most AZA accredited facilities utilizing volunteers. These documents are not intended to serve as ultimate authority; rather they are to be considered an umbrella of professional and suitable practices for structured and managed volunteer engagement throughout AZA. We anticipate periodic revisions to each document as we respond to our constantly changing audiences, communities and profession. SAFETY Good Practice Better Practice Best Practice Volunteer handlers are educated by Volunteer handlers are educated by Volunteer handlers are educated by employees on safe practices and techniques employees on safe practices and techniques employees on safe practices and techniques during training sessions that include skills- during training sessions that include skills during training sessions that include skills- based testing. based testing. based testing. Action plans for incidents such as animal Action plans for incidents such as animal Action plans for incidents such as animal escapes and bites are in place and escapes and bites are in place and escapes and bites are in place and communicated to handlers. communicated to handlers. communicated to handlers. Zoonotic disease training is required for all Zoonotic disease training is required for all Zoonotic disease training is required for all animal handlers. animal handlers. animal handlers. Volunteers are provided a document Volunteers are provided a document outlining safety measures and handling outlining safety measures and handling techniques, including temperature techniques, including temperature restrictions, for each species. restrictions, for each species. Training is tiered to progress from basic to Training is tiered to progress from basic to more challenging handling. more challenging handling. Volunteers are routinely evaluated by employees on safety measures and handling techniques either informally or during scheduled events. PROTOCOLS & COMMUNICATION Good Practice Better Practice Best Practice Protocols are provided in a written Protocols are provided in a written Protocols are provided in a written document and include physical document and include training & physical document and include training & physical requirements, time commitment, proper requirements, time commitment, proper requirements, time commitment, proper attire, appropriate handling locations, attire, appropriate handling locations, attire, appropriate handling locations, safety procedures and discipline process. safety procedures and discipline process. safety procedures and discipline process. Roster of qualified animal handlers is Roster of qualified animal handlers is maintained and referenced when assigning maintained and referenced when assigning program animals to volunteers. program animals to volunteers. Infractions of protocols are addressed with Infractions of protocols are addressed with handlers and tracked by the organization. handlers and tracked by the organization. Protocols are reviewed in all training sessions and changes are communicated in a timely fashion through update meetings and/or written notification. Organization employees utilize feedback to actively re-evaluate and update protocols on a regular basis to ensure that the needs of ambassador animals and guest safety remain priorities and are being addressed proactively. ANIMAL HUSBANDRY Good Practice Better Practice Best Practice Animal and human health, safety, and Animal and human health, safety, and Animal and human health, safety, and welfare are never compromised. welfare are never compromised. welfare are never compromised. Any volunteers that assist with animal Any volunteers that assist with animal Any volunteers that assist with animal husbandry do so with guidance and husbandry do so with guidance and husbandry do so with guidance and supervision from animal husbandry staff. supervision from animal husbandry staff. supervision from animal husbandry staff. Education and a meaningful conservation Education and a meaningful conservation message are integral components of the message are integral components of the presentation. presentation. The individual animals involved are The individual animals involved are consistently maintained in a manner that consistently maintained in a manner that meets their social, physical, behavioral, and meets their social, physical, behavioral, and nutritional needs. nutritional needs. The AZA Policy for Ambassador Animals is followed. INTERPRETIVE PRINCIPLES AZA’s accreditation standards require that education and conservation messages must be an integral component of all ambassador animal presentations. (Pg. 59, Accreditation Standards 2015) Good Practice Better Practice Best Practice Interpretive methods are organized, Interpretive methods are organized, Interpretive methods are organized, thematic, enjoyable, and appropriate for thematic, enjoyable, and appropriate for thematic, enjoyable, and appropriate for the audience. the audience. the audience. Interpretive methods support the mission Interpretive methods support the mission of the organization and are delivered with of the organization and are delivered with passion and enthusiasm. passion and enthusiasm. Interpretive methods are highly relevant to the audience and actively engage the audience to facilitate the best visitor experience. Interpretive methods connect the visitors’ interests with the intended message, providing an emotional connection, encouraging stewardship and promoting positive behavior change. CONTINUING EDUCATION Good Practice Better Practice Best Practice Animal handlers have access to staff, Animal handlers have access to staff, Animal handlers have access to staff, training, and resources to learn more about training, and resources to learn more about training, and resources to learn more about the natural history of ambassador animal the natural history of ambassador animal the natural history of ambassador animal species. species. species. Animal handling volunteers are offered Animal handling volunteers are offered opportunities to advance their knowledge opportunities to advance their knowledge and animal handling skills through hands-on and animal handling skills through hands-on training. training. Ambassador animals are arranged in “tiers” Ambassador animals are arranged in “tiers” or “groups” to encourage animal handlers or “groups” to encourage animal handlers to progress from easier-to-handle species to to progress from easier-to-handle species to the more challenging species as their the more challenging species as their experience level increases. experience level increases. Volunteer animal handlers are required to attend annual or bi-annual “refresher” courses to review protocols and techniques. ANIMAL HANDLING EVALUATION Good Practice Better Practice Best Practice Volunteers are evaluated by employees on Volunteers are evaluated by employees on Volunteers are evaluated by employees on animal handling skills based on written animal handling skills based on written animal handling skills based on written protocols of specified tier levels. protocols of specified tier levels. protocols of specified tier levels. Evaluations include a visual observation as Evaluations include a visual observation as Evaluations include a visual observation as well as a written or oral examination. well as a written or oral examination. well as a written or oral examination. Volunteer feedback is solicited as part of Volunteer feedback is solicited as part of Volunteer feedback is solicited as part of the evaluation process. the evaluation process. the evaluation process. Volunteers are subject to re-evaluation as Volunteers are subject to re-evaluation as needed or once a year at a minimum to needed or once a year at a minimum to ensure that proper protocols are being met. ensure that proper protocols are being met. All evaluations are properly documented. All evaluations are properly documented. Animal handling and evaluations protocols are written and made accessible to volunteers.
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