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  • 1.  Tips on telling adoption applicant their application is not approved

    Posted 10 days ago

    Hello! I'm fairly new to the world of animal welfare and am looking for best practices that are used when informing an applicant that their adoption application is not approved. For the sake of discussion, let's assume that there is a very valid reason to not approve the application, or an accumulation of reasons to not approve. While I realize it's impossible to make everyone happy, I'm specifically looking for techniques, phrases or protocols that you provide for your staff to help them to feel confident in being able to deliver a professional message in regard to the application status for 'non-approved' individuals. Thank you for sharing & providing advice!


    #AdoptionsandAdoptionPrograms

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    Sarah Turpen
    Development Director
    White River Humane Society
    IN
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  • 2.  RE: Tips on telling adoption applicant their application is not approved

    Posted 10 days ago

    Hi Sarah,

    I recommend a conversation based approach.  It is extremely rare that i give a hard no. i would be offended if someone did this to me, so i work hard to avoid doing it to them. Instead, i talk to the potential adopter about their life and lifestyle. Once i understand the family, if i'm concerned they might not be a good match, i'd highlight characteristics about the pet that result in them being a poor fit. I talk the people through this and it almost always quickly makes them understand that they wouldn't be happy with the pet in the home.   I clearly explain to them that this isn't a reflection on them OR the pet, its just that their lifestyle isn't a great match for the pet's needs and we have lots of other animals who might be a better match.

    This almost always works and allows me to respect our community members while doing what we can to promote strong human-animal bonds.  In the rare situation where someone still feels strongly about adopting a pet despite this discussion, i talk with others in our org about risk vs. benefit. How real is the risk? Or am i primarily worried, but don't have clear evidence of significant risk (in which case i make 100% certain that they understand our experiences with the dog, but ultimately give the person and dog a chance).   If the risk is real (e.g. a family with small children wants to adopt a dog with a home history of several bites over resources),  I'll then tell them that once again, i respect their wishes, but protecting our community's safety is important to our organization and it's not safe for them to take that pet...but here's a few other dogs for them to consider). 



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    Sheila Segurson, DVM, DACVB
    Board Certified Veterinary Behaviorist
    Director of Community Solutions
    Maddie's Fund
    Pleasanton CA
    9258608284
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    Original Message


  • 3.  RE: Tips on telling adoption applicant their application is not approved

    Posted 7 days ago

    Written protocols for DNAs and  adoption refusals (for staff guidance and documentation). A posted sign in all public areas stating we have the right to refuse any adoption.Processes for refusing a particular adoption may differ from refusing any adoption. Guidelines for both need to be sound, defendable and well documented. I have a narrative if anyone is interested on this and one on client tracking. Refusal do not happen here often.Straightforward discussion with the client and giving sound justification for the decision is key, however awkward it may be to have the conversation.



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    Rochelle Hamp
    Executive Director
    Headwaters Animal Shelter
    MN
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    Original Message


  • 4.  RE: Tips on telling adoption applicant their application is not approved

    Posted 7 days ago

    I would love any resource that you might have on hand and are willing to share.  Thank you all for your feedback and contributions thus far.



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    Sarah Turpen
    Development Director
    White River Humane Society
    IN
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    Original Message


  • 5.  RE: Tips on telling adoption applicant their application is not approved

    Posted 9 days ago

    Hi Sarah,

    I agree with Sheila, communication is key. We have two people, myself and one of our board members, talk to the applicant during the adoption process, then we compare notes. It has helped make our adoption process go much smoother and helps cut down on the stress of "did I do the right thing for the animal".

    We are a little different in that we adopt out rabbits, guinea pigs and other small animals. The majority of the time we have very straight forward, easy adoptions. Although we have had to give a hard no a couple of times. We have a very simple adoption application and we contact  but when the adopter refuses to give contact info for their references that's a red flag. We've had one person lie about the number of animals they have in their home. Which we found out about from their vet. Their response, when asked, was that if they listed all their animals they were worried we wouldn't adopt to them.  



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    Lisa Burn
    Co-founder/VP
    Farmhouse Animal & Nature Sanctuary
    Myakka City, FL
    https://farmhousesanctuary.org
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    Original Message


  • 6.  RE: Tips on telling adoption applicant their application is not approved

    Posted 9 days ago

    Hi Sarah,

    I'm giving my 2 cents from working in animal control even though I'm not in adoptions.

    My first principle is honesty. The adopter deserves information and they deserve the truth. It can be easy to assume they won't understand/handle it well/etc but to do less would be unjust. So you need to give them the reason or list of reasons. 

    Second, have an open conversation and listen. This usually just means giving them the courtesy of empathy, but there is a chance that they will explain something that changes your mind, reveals a bias you had, etc. So don't go into the conversation with your mind 100% made up unless it really has to be (which sometimes, it does). Being open minded might also help you work out an alternative. At bottom, if someone feels seen and respected, it takes the edge off of their vulnerability.

    Third, delivery matters. Different people want to hear bad news in different ways (e.g. direct versus indirect) and different people will understand you more or less depending on how the information is delivered, but I'd err on the side of being direct so that they at least get the message, even if it feels harsh. However, couch that in open conversation and friendly body language. Be sure to include empathetic language and an offer of help, advice, or some other form of hope. This ideally allows the adopter to experience you as an ally.

    For example: "Unfortunately, we can't adopt Rex to you because he is under investigation for serious bites. I know that's sad because he's such a sweet boy in his kennel. Can I recommend some other dogs we have, or show you how to look up other Golden Retrievers on petfinder.com?"

    Or: "Hello Mx. Doe, thanks for waiting. Unfortunately, we are not able to adopt animals to you because of your animal cruelty convictions in 2018. I know that's hard to hear,.." [listen to what they have to say!] "I believe that you really love animals and want to have them in your life. That is a really challenging situation to be in. Unfortunately, we have very firm policies. I know this may sound crazy, but have you considered volunteering? There are a dozen food pantries in town and that might be a good way to share some love and connection. I think you have a big heart. People aren't meant to be alone."

    Depending on your operations, you may need to be efficient about this, but as much as possible remember to encounter the person in front of you rather than treating them like a task to get done. And if you don't have a lot of time, you can even lead with something like "I want to have a conversation with you, but as you can see we're crazy busy right now so I've only got 5 minutes." That sets helpful expectations.

    Honesty, good will, and sincerity go a long, long way. You can also check out Maddie's U, which has resources on customer service.



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    James Pawlowicz
    Humane Rescue Alliance
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    Original Message


  • 7.  RE: Tips on telling adoption applicant their application is not approved

    This message was posted by a user wishing to remain anonymous
    Posted 8 days ago
    This message was posted by a user wishing to remain anonymous

    I did adoptions on the dog side of an open admission County animal shelter for years. I currently 'advise' on adoptions on the cat side by evaluating a family with a dog in the home who want a cat. Some of the evaluations are easy - dog has history of living with cat(s), family is aware of dog and cat behaviors that require caution and care, etc. Some are easy because the dog growls, barks, grabs the fence behind which (as much as 20' away if the cat wants to remove herself to up high and far away. I see if the family has any control over the dog, if the dog is responsive to the people, etc. At the last, if the family can not get the dog to turn and look at them when told, during the cat being visible, I'm saying "NO". But I always follow up  with "At this time". I give them some tips on how to distract the dog, how to train a "Look at me" and tell them to go home and work on this skill for 3 months and then, "Please call me when you make some headway on this behavior. We'd like to be able to adopt a cat to you, but AT THIS TIME, it would not be safe for the cat."  Regardless the way you are thinking about the appropriate conditions not being demonstrated (mean kid, daddy will 'make' the dog behave, they've had 3 cats 'run away', or whatever - each of those concerns can be addressed and hints/techniques shown, followed up with "work on this, not at this time, please come back when x and we'll try again"

    In all the years of making these matches, I've had several people call and want to try again, and for the most part, ended up with the dog or cat they wanted. I've had people call and tell me they just couldn't get the dog to 'look at me' most of the time, and they would wait until  that dog was gone before trying again. The rest don't call back, and that is fine with me.  It is a give them some hope, suggest what they might do to make changes, see if they call. There have been some kids who cried, a couple of guys who argued,  but in general the family takes it well - sometimes with relief.


    Original Message


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