Volunteer Manual
30 Undine Road
Brighton, MA 02135
617-787-8872
TABLE OF CONTENTS
Welcome
Page 3
Mission and History
Page 4
Contact Information and Hours
Page 5
Staff and Board of Directors
Page 6
Overview of Shelter Operations
Page 7
Volunteer Information
Pages 8-13
Guidelines for Interacting with Cats
Pages 14 – 17
Disease Control and Safety
Pages 18-19
Shelter Cleaning
Pages 19-20
Acknowledgement of Reading
Page 21
Volunteer manual
Volunteer Agreement
Page 22-23
Workplace Culture Agreement
Page 24-26
Volunteer Manual / Page 2
WELCOME TO THE GIFFORD CAT SHELTER
Dear Volunteer,
Thank you for choosing to donate your time, energy and enthusiasm to the Gifford Cat
Shelter! You are so important to the lives and well-being of our feline residents and really
make a difference in their lives.
Gifford is a very special place where we focus on creating a healthy and happy temporary
home for our cats until they are adopted into permanent homes. While living here, our cats
are given the very best of care in an outstanding cageless environment.
Whichever volunteer job (or jobs) you choose to perform, please know that everything you
do is helping our cats. Whether you are helping to create a clean, safe environment,
socializing shy cats, staffing an event or running errands, you are contributing to the
overall functioning of the shelter and working with us toward a common goal.
No matter which job you are performing, we encourage you to spend time with the cats
whenever you visit the shelter. Seeing how they progress from newly rescued strays to
friendly, adoptable cats is quite rewarding!
If you have a specific talent, skill or expertise that you would like to contribute, please let
us know! There are ample opportunities to support the Gifford in a number of ways from
gardening to fundraising, event planning to public relations.
On behalf of all of us at the Gifford Cat Shelter including the hundreds of cats you will help
save this year alone, thank you for your generous support.
Welcome to Team Gifford!
Volunteer Manual / Page 3
GIFFORD CAT SHELTER MISSION AND HISTORY
Mission Statement
The mission of Gifford Cat Shelter is to provide a safe haven for abandoned, stray,
abused, neglected, unwanted and injured cats with the goal of re-homing and ending the
needless killing of community and companion cats.
History
“If only the waifs, the strays, the sick, the abused would be sure to get entrance to
the home, and anybody could feel at liberty to bring in a starved or ill-treated animal
and have it cared for without pay, my object would be obtained.”
When Ellen Gifford penned these words in 1884, she created a powerful mission and
established a legacy of kindness and compassion that has endured to the present day.
The Ellen M. Gifford Sheltering Home was founded on land belonging to Captain Nathan
Appleton, with an initial $25,000 donation from Ellen Gifford. Captain Appleton, a visionary
in his time, felt that animals “had a right to their lives and pursuit of happiness”.1
The original shelter was cageless and there was no routine euthanasia. Since much of
Brighton was farm land in those days, animals ranged from goats and bulls to dogs and
cats. In 1900, Helen M. Winslow describes the original cat building as a house with
shelves used as “bunk beds”. Bedding consisted of clean hay. Cooked meat and fish and
water were served at feeding stations.
As the character of the Brighton neighborhood changed over the years, so did the shelter.
Much of the original land was sold and the shelter eventually housed only cats. In 2009,
the original shelter was replaced by a new building.
Today, the Gifford Cat Shelter continues to uphold Mrs. Gifford’s original intention. More
than 70% of the cats we take in have been rescued from homelessness, hoarders or
abandonment. Most of the cats are hungry and frightened. We are committed to providing
each cat with safety, food, veterinary care, and lots of love until we find a permanent home
for him/her. We maintain a standard of excellence in caring for and finding permanent
homes for cats and we are a strong asset to our community.
1.
“Concerning Cats” by Helen M. Winslow, published in 1900.
Volunteer Manual / Page 4
GIFFORD CAT SHELTER
CONTACT INFORMATION AND HOURS
Mailing Address: 30 Undine Road, Brighton, MA 02135
Phone #: 617-787-8872
Email: giffordcats@giffordcatshelter.org
Web site: www.giffordcatshelter.org
Facebook page: https://www.facebook.com/giffordcatshelter
(Please “Like” us on Facebook to see regular updates on adopted cats and shelter
activities.) You can also follow us on:
Hours:
The shelter operates from 8AM - 5PM, seven days per week. We are open to the public
on Thursday evenings from 4:00 – 7:30PM, Saturdays and Sundays from 1:00 – 4:00PM
or by appointment.
Volunteer Hours: 8AM – 4PM Friday - Wednesday; 8AM – 8PM Thursday
Volunteers reporting between the hours of 8 – 10AM are asked to assist with cleaning. No
socialization activities begin until all cleaning is complete. All volunteers must leave the
buildings by 4:00PM (or 8PM on Thursday).
Holiday Closure:
The shelter is closed to the public on:
New Year’s Day
Martin Luther King Day
Easter Sunday
Memorial Day
Independence Day
Labor Day
Thanksgiving (Thursday and Friday)
Christmas Eve & Christmas Day
Due to adjusted staffing levels during holidays, volunteers are scheduled for the morning to
assist staff with cleaning. Once areas are cleaned and all animals fed, and medicated,
volunteers can begin socializing the animals. On holidays we ask that volunteers do not
report to volunteer after noon.
Volunteer Manual / Page 5
STAFF
Stacey Price
Interim Executive Director
617-767-1350
sprice@giffordcatshelter.org
Jessica Popescu, M.S.
Veterinary Technician
Shelter Manager
617-787-8872
jessica@giffordcatshelter.org
Eric Royal
Shelter Manager
& Volunteer Coordinator
617-787-8872
eric@giffordcatshelter.org
Jessica Carrera
Shelter Assistant
617-787-8872
BOARD OF DIRECTORS
Lisa Sacchetti
President
617-264-2100
LisaS@ren-network.com
Rachel Geller
Vice President
617-332-5992
RachelSG@aol.com
Christine Quinby
Treasurer
617-901-0714
CKQuinby@gmail.com
Volunteer Manual / Page 6
OVERVIEW OF SHELTER OPERATIONS
The shelter staff includes the Interim Executive Director, two Shelter Managers, two
Shelter Assistants, and a corps of volunteers. During regular shelter hours, one or both of
the Shelter Managers is on duty to oversee operations. Volunteers work under the
direction of the shelter staff.
The shelter provides transitional housing for cats and kittens in two buildings plus an
outdoor colony. The large main building houses adult cats and kittens and includes a fully
enclosed outdoor play area.
The adjacent outdoor space houses a feral colony. There are two large heated sheds for
winter protection, along with heated water bowls and indoor/outdoor feeding stations.
In the upstairs area of the house are four rooms for cats that need to be quarantined, are
FIV+ or need extra attention and socialization. The quarantine room is used for newly
admitted cats who are still being evaluated and receiving immunizations. This room is
restricted to staff only to avoid the potential for spread of infection if any of these cats are
ill.
Gifford is a cageless shelter, meaning that cats are allowed to roam freely within their area.
In the main shelter, six large enclosures are used for newly admitted cats or those who do
not tolerate being out with the larger community. In the kitten room and the upstairs areas,
large pop-ups may be used for restriction of activity (for example, after surgery or for
specific health evaluation).
We are also a “no-kill” shelter, meaning that we do not euthanize cats to create room for
new cats. Euthanasia is only allowed/performed when medically necessary to alleviate
pain and suffering. Please speak to a staff member if you have questions about this policy.
Approximately 70% of the cats are rescued strays, with majority brought to us by area
rescue groups. All cats receive basic veterinary care, including spay/neuter surgery before
adoption. We prescreen and interview potential adopters and follow-up on the progress of
all of our adopted cats.
The Gifford Cat Shelter also engages in community outreach, offering advice and
assistance on cat care and adoptions, and linking with other shelters and organizations in
the area.
Volunteer Manual / Page 7
VOLUNTEER POLICIES
Eligibility:
 Volunteers must be at least 18 years old to work independently.
 Volunteers between the ages of 14 and 17 must have written consent from a
parent/legal guardian to participate
 Volunteers under 14 must be accompanied by a parent at all times. Both the child
and parent must attend orientation and the parent actively supervise and be present
during the child’s volunteer time.
 Due to the Gifford’s physical size we have a limited number of child volunteer
positions. We may be unable to fulfill all child requests to volunteer (depending on
volunteer shift availability) until another slot becomes available.
Cancelling Your Shift:
If you cannot make a scheduled shift and are unable to find a substitute, please contact
the Volunteer Coordinator or shelter directly so we have time to fill your spot. We rely
heavily on volunteers to complete daily cat care and need to make arrangements to cover
your absence.
Unexcused Absences:
Because we depend on you, to help us help the animals, we take your service very
seriously. No-shows will not be tolerated. You will be contacted after your first and second
no-show. After three unexcused absences, we will assume that you have changed your
mind and are no longer interested in volunteering. You will be taken off the active volunteer
roster. A no-show is defined as being assigned to a volunteer shift and not showing up or
calling prior to your shift.
Volunteer Dress Code:
Although not required, it is highly recommended that volunteers purchase/wear a Gifford
Volunteer t-shirt or sweatshirt when volunteering at the shelter or off site at events. T-shirts
help staff/public identify people authorized to be in certain areas of the shelter. We ask that
all volunteers wear closed-toed shoes and long pants while working with cats or cleaning.
For your safety, no sandals, flip flops, or shorts.
Recording Volunteer Hours:
We depend on you signing in and out on the volunteer sheets each time you serve or
volunteer at home or offsite. Please make sure your info is legible. ** By logging your
hours, you are not only verifying when you are eligible to move on to more duties, but you
are helping Gifford Cat Shelter to document community involvement which assists us with
receiving grants and funding! Don’t be a silent service volunteer. PLEASE RECORD
YOUR HOURS!
Volunteer Manual / Page 8
REPRESENTING THE SHELTER
As a volunteer, you are representing the Gifford Cat Shelter. You have the power to
educate and inspire others in our community about what we do and the wonderful cats we
work for. We encourage you to talk to your friends, family and co-workers about our
organization in a respectful, positive manner. If you have any issues or concerns with the
shelter, please take it directly to the Shelter Manager overseeing our Volunteer Program or
the Executive Director. Any disrespectful representation or intentional misrepresentation of
Gifford Cat Shelter can be cause for immediate dismissal from the Volunteer Program.
VOLUNTEER BENEFITS
Appreciation Discount:
After completing a month of volunteer service (aside from immediate t-shirt purchases) you
will be eligible for a 20% discount on cat adoptions and retail purchases (excluding items
from third party vendors like our Rescue Wine Collection).
Volunteer Lounge:
We have a dedicated volunteer lounge in the lower level of the house to relax, meet with
other volunteers and to keep personal belongings and resources (to be completed Jan.
2015). Please assist us in keeping this area neat and clean by straightening up and
returning things to their places when you leave. Cats are not allowed in the volunteer
lounge.
Gifford Events/Volunteer Appreciation Party:
We take a great deal of pride in the service and dedication our volunteers provide. Without
you, our work wouldn’t be possible. For that reason, each year we host a holiday volunteer
appreciation party open to all volunteers and offer volunteer discounts for tickets to our
Feline Affair Live and Silent Auction. We appreciate everything you do for our cats and
want to make sure that you know it!
VOLUNTEER COMMUNICATIONS
We realize how important communications are to you and your experience at the shelter
and want to include you as much as possible in the updates surrounding our shelter and
cats. In an effort to balance communicating with over 100 volunteers and allow our team
to have ample time dedicated to the care and welfare of our cats, we’ve devised a few
ways to keep the channels of communication open and hope that you will take advantage
of them to stay current on all shelter changes and relevant information that could affect
your time at the shelter.
Volunteer Manual / Page 9
Enclosure Signage:
Please be aware/observant of the various laminated signs that we have throughout the
shelter. Most indicate a cat’s status and special needs ranging from socialization to diets to
disease control and must be adhered to. Located in the shelter office, we have a dedicated
volunteer communications board to post recent updates for the day/week. We encourage
you to check this before beginning your shift.
Whiteboards:
In each room of the shelter you will find large whiteboards – these are CRITICAL in getting
our cats adopted and staying on top of their care and accurately reporting their likes and
dislikes. Please feel free to add comments as you get to know our cats. With a small staff,
we heavily rely on our volunteers to be our eyes and ears when it comes to getting to know
our cats so that we can accurately create pet profiles in a timely manner and find the best
possible permanent homes for our cats.
Medical Log:
Equally important is recording any abnormities in health (stool, eye/nose discharge, not
eating, lethargic, etc.) on the medical log hanging in the main shelter kitchen. Staff review
this log daily and is imperative in keeping our cats healthy and monitoring their care. If you
see something, say (or write) something.
Weekly Volunteer Emails:
Please be sure you are on our volunteer email mailing list and read each message. Any
changes or important information as well as new resident info are included in these emails.
It is the responsibility of the volunteer to stay updated on most recent happenings and
shelter policies/operational changes, and to update us if your contact information changes.
BUILDING/FACILITY NOTES
Parking:
Parking is available on shelter grounds; however, permits are required for off street
parking. We ask that all volunteers/visitors drive into the shelter at a slow pace. We often
have people, animals (wild bunnies) and items in our parking lot area. We ask that spots
directly in front of the office remain open.
Doors:
Please make sure all doors are latched when exiting/entering a building. Many times the
wind can push them open and we don’t want to risk our cats escaping. Also, please close
all doors to cat living areas. If a cat is confined to an enclosure in the main building, ask a
staff member before allowing the cat out to interact with other cats.
Kitty Cams: Kitty cams provide the public with a great source of entertainment and a way
to get to know our cats. They are on display and recording 24/7 in both our kitten room
and main adoption building.
Volunteer Manual / Page 10
VOLUNTEER RESPONSIBILITIES
Please note: You are welcome (and encouraged) to participate in any or all of the
following activities.
Shelter Cleaning:
Assist with washing dishes, changing litter boxes, sweeping, and general cleaning and
disinfection
Cat Companion:
Provide interactive play and socialization; participate in our “shy cat” socialization process
with cats enrolled in our “Feline Charm School” (training is provided)
Adoption Ambassador:
Must be regular weekly volunteers at the shelter and meet established criteria and training
to become an Adoption Ambassador. Customer Service experience is a must. Requires
training on Gifford Adoption policies.
Medical:
Caring for over 60 cats on any given day requires a good amount of medical attention
ranging from reading/inputting medical records, administering medications and vaccines.
Prior medical experience is a must (human/animal).
Errands and Cat Transportation:
Assist with errands such as picking up supplies, driving cats to the veterinarian, etc. You
must have a car and a valid driver's license
Foster Care:
* Please complete the Foster Application to apply for this volunteer opportunity. You must
have landlord permission to foster cats/kittens if you rent your home.
Administrative Work:
Help with office projects, phone calls, data entry, filing, updating and printing web material,
writing for newsletters (based on your interest and skills)
Maintenance:
Assist with caring for lawn and property (i.e.: painting, light carpentry, mowing, etc.)
Fundraising:
Assist with event planning and major fundraising activities for the shelter. Participate in
committees for specific events.
Volunteer Manual / Page 11
Community Outreach:
Must be comfortable with high public visibility, and be able to tactfully handle difficult
questions or defer to a staff member if they do not know the answer.
Commitment is 2-4 hours per an outreach event. Shifts, days, and times will vary based on
event specifications. Responsibilities include engaging in varying outreach activities and
tabling events (i.e. health fairs, community fairs, festivals, concerts, Petco and other pet
store events, etc.) in order to educate the community about Gifford’s goals, adoption,
services, volunteer program, and upcoming events as well as creating awareness about
animal welfare issues.
Outreach volunteers are responsible for picking up materials for outreach, table set up,
distribution of information, brochures and other materials, asking for donations and for
individuals to sign up for our mailing list. Materials must be returned to Gifford after the
event.
Outreach volunteers need to professionally represent Gifford in the public eye and wear
Gifford Gear as a shelter rep.
Special Events:
Help plan, market, and run special events, including large fundraising events
Gifford Signature Events:
The more the merrier. We encourage your participation in various shelter events
throughout the year whether it is as an attendee or volunteer. Here are a few of Gifford’s
events that you can look forward to:
Fall – Meow Mile 5K Road Race
Fall – Open House/Fall Festival
Fall – October Raffle
Winter – Holiday Party
Late Winter/Early Spring – Feline Affair Live & Silent Auction
Spring – Meow Mixer
Media/PR:
We seek volunteers who are excited to apply their real-world writing, media relations,
marketing and promotions scenarios to our shelter. Duties may include writing PR
materials or marketing copy including press releases, website copy, coordinating program
books and specialty publications, managing PR archives and photo resources,
coordinating guests for live radio broadcasts, preparing media kits, planning special events
or promotions, working with other departments to improve communication efforts,
interacting with outside design vendors and members of the media, assisting with social
media outreach efforts with possible opportunities for filming, interviewing and editing
video, and collecting research and assisting the shelter with overall marketing and PR
campaigns.
Volunteer Manual / Page 12
Writing/Videos/Graphics/Photos:
The Ellen M. Gifford Cat Shelter is looking for a videographer(s) to help us tell our
compelling stories! Your artistic skill and technological savvy will allow us to share our
cats’, volunteers’, adopters’ personal experiences with the online community, thereby
encouraging and inspiring other potential adopters, volunteers, and donors. We are looking
for short videos to be posted online at YouTube, Facebook, the Gifford Cat Shelter
website, and other outlets. Your creativity and compassion are needed to help continue
our vital programs and spread the word! We ask that volunteers provide their own
equipment
Graphic Design:
We are seeking a Graphic Designer to ensure that our mission is reflected in our marketing
material and is of high quality. Responsibilities would include designing art for event
posters and programs as well as accompanying marketing pieces and communicating and
collaborating with the Executive Director throughout the design process. Must have access
to their own design program or software
Group Volunteer Days:
If you are part of another organization or workplace or community group interested in
volunteering, please contact the Shelter Manager to arrange for a group volunteer day.
*Please record all of your volunteer hours on the sign-in sheets found in each
shelter building. It is very important to us to have an accurate accounting of the
number of hours the volunteers contribute each year (it helps us with obtaining
grants).
Simple Ways to Fundraise and Donate:
Amazon Smile – If you have an Amazon account, sign in to Amazon Smile with your usual
Amazon password and select Ellen M. Gifford Sheltering Home Corp. as your charity to
support. Amazon Smile will make a small donation for every purchase (the products are
the same)
ResQwalk app – This app donates to the shelter for every mile that you walk. Just create
an account, select Gifford to support, and activate the app whenever you go for a walk or
run.
iGive.com – Shop through this site and the merchants will donate a percentage of your
purchase to the shelter. Select Ellen Gifford Sheltering Home as your cause to support.
Amazon Wish List – We have an Amazon Wish List – from the Amazon home screen,
use the Find a Wish List option (far right) and search Gifford Cat Shelter.
Please share these fundraising and donation tools with your friends and family!
Volunteer Manual / Page 13
GUIDELINES FOR INTERACTING WITH SHELTER CATS
Although you may have lots of experience in living with cats, interacting with them in a
shelter can be different. Shelter cats are often stressed and/or frightened (especially when
they first arrive) and need to be approached with caution. It may take a lot of patience and
persistence to help the cats feel more comfortable and trusting in the shelter environment.
To approach a new cat (or a cat that you do not know):
 Offer your fingers to sniff
 If the cat rubs your hand, try gently stroking the side of the cat’s cheek
 Do not place your hand above the cat to pet the top of the head – this may be
perceived as a threatening gesture (especially if the cat has been abused in the
past)
 If the cat sniffs your fingers and pulls away, back off and try again later
 If cat hisses or growls or shows any other sign of aggression, back away
If the cat is stressed or frightened:
 Sit with the cat and speak or sing softly without touching or petting
 During feeding, place the wet food plate close to the cat, then sit and speak softly to
try to reassure the cat that it is safe to eat
 Try to interest the cat in an interactive toy (Many cats will allow you to play with
them before allowing you to pet them or pick them up)
Cat body language
Relaxed and friendly:
 Relaxed, droopy eyelids
 Direct gaze
 Tail held upright when walking
 Purring or meowing
Fearful:
 Pupils dilated
 Ears turned sideways
 Tail wrapped around body
 Crouching posture
 Drooling
Aggressive or defensive:
 Pupils constricted (aggression)
 Unblinking stare (dominance or defensive)
 Ears flattened
 Tail thumping (irritation)
 Arched back (aggression)
 Lying “belly up” (defensive – can use all 4 claws and teeth)
 Hissing/growling (aggressive or defensive
Volunteer Manual / Page 14
For volunteer safety:
 Occasionally, cat tempers will flare and a “disagreement” will occur. Never try to
separate fighting cats with your hands (or any other part of your body). A loud noise
(hand clapping, foot stomping, and yelling “no”) may stop them. Try squirting them
with water from a spray bottle. A broom can be used to gently separate them and
direct one of them away from the other.

Do not try to catch and pick up an aggressive or frightened cat. Give the cat space
if possible. If you need to move the cat back into a run, get help from the shelter
staff.

If a cat hisses or growls at you, back away immediately.

Some cats will scratch or bite when over stimulated – even during play. Be alert for
signs of over stimulation when petting or playing (tail twitching, appearance of being
overexcited). Do not absent mindedly pet a cat while doing something else - you
will miss any subtle clues that the cat has “had enough”.

If you accidentally get scratched or bitten, wash the area immediately and show it to
the shelter staff. Keep the area clean and cover it if you think necessary. Although
the cats have had their vaccinations, infection is still a possibility and can often be
avoided through proper cleaning. Cat bites can be quite serious if infection occurs
and is not properly treated. If the scratch or bite area becomes red and/ or swollen
and worsens after 1 – 2 days, see your doctor - antibiotics will most likely be
needed.
For cat safety:
 Remove potentially harmful toys if cats will not be supervised (string toys, feathers,
and toys with small removable parts are a choking hazard and could cause
intestinal obstruction if swallowed).

Check the security of windows and screens when leaving the shelter.

Check that doors and runs are securely closed and latched/locked.

If certain cats are allowed out of runs “under supervision only”, return them to their
run when leaving the shelter – check that the doors are securely latched and that
the cat has adequate food and water.

Be aware of any electrical cords or telephone cords – cats may chew them (report
anything that appears potentially hazardous to the shelter staff).
Volunteer Manual / Page 15
GENERAL GUIDELINES FOR SOCIALIZATIONAND CAT PLAY TIME
It is important that all cats have as much interaction as possible with people and play
opportunities with other cats while at the shelter.
Check with the Shelter Manager at the start of each shift to find out if:
• Certain cats are allowed to come out of their pens in the main shelter with supervision
only and must return to their pens when you are leaving
• Cats in the main shelter can go outdoors into the play yard
• Cats in the upstairs area can “visit” each other.
• Certain cats require more attention because they are frightened, stressed, not eating,
etc.
Toys:
We receive many generous donations of toys; however, not all of them are safe for
kittens/cats, especially if they are left our when the cats are not supervised. Please check
with the Shelter Manager if you have any question or concern regarding the safety of any
toy. All feather and string toys may only be used with supervision and must be put
away when you are finished with play time. They are a choking hazard if cats attempt to
swallow the feathers or get tangled in strings.
Remove any small parts that can be bitten off and swallowed (for example, noses on toy
mice, bells, etc.) Swallowing any small object (including feathers) can lead to intestinal
obstruction.

Catnip toys can be given to adult cats, but not to kittens.

Toys should be washed if dirty or, if extremely soiled, thrown away

Each pen and each upstairs room should have several toys for the resident cats
and kittens.

Put clean toys into pens/rooms that are being set up for new cats.

Please do not bring toys from one room or shelter area to another unless they are
disinfected first. This helps to prevent spread of infection.
Treats:

Adult cats may have a few treats but remember that treats are high in calories and
low in nutrition so they should be consumed sparingly!

Bags of Treats need to be sealed and placed in the kitchen area, away from the
reach of cats.
Volunteer Manual / Page 16
Grooming:

All cats should be groomed regularly, usually in the afternoon shift.

Clean and put away brushes after use.
“Shy Cat” Socialization:

There is a specific program for socialization of extremely shy cats (based on
guidelines form the Best Friend Animal Society). Please follow the instructions on
the white boards in each shelter area.

If this is a particular interest of yours, please let the Shelter Managers know so that
you can receive specific training.
Feral Cat Colony:

Volunteers may visit the feral cat colony and provide interactive play for the
resident cats

In some cases, these cats have become increasingly friendly and adoptable after a
long time period of interacting with people

Please see a Shelter Manager for specific information about visiting the feral cats
prior to entering their colony

Booties must be worn over your shoes while in the feral colony enclosure and
removed when entering the shelter. This helps prevent spread of parasites (found
in soil) and other illness.
Volunteer Manual / Page 17
DISEASE CONTROL & VOLUNTEER SAFETY
INCIDENT & BITE POLICY:
 It is the policy of the Gifford Cat Shelter to provide and maintain a safe working
environment for all employees and volunteers. The cooperation of each employee
and volunteer is important in accomplishing this goal.
 Employees and volunteers are encouraged to be aware of safety practices and
procedures and to report any unsafe conditions to a Gifford supervisor or
representative immediately. Employees and volunteers working with animals are
required to always use proper handling and training techniques to ensure their
safety.
 Employees and volunteers must report all accidents, no matter how minor,
immediately to their supervisor. Also, report all accidents that happen to customers,
visitors or volunteers at Gifford events or that involve a Gifford animal.
 If the injury requires treatment, employees or volunteers should contact their
personal physician or medical facility.
 All animal bites and scratches are considered an injury and must be reported. If
treatment is required, necessary arrangements should be made. Please keep in
mind we are required by Massachusetts Law to quarantine or make arrangements
to hold any cat that has bitten (and broken the skin) of any person within the last ten
(10) days for rabies observation. By definition quarantine applies any cat that has
bitten and broken skin. Please be advised that quarantined animals need to have
consistent observation and the place of quarantine shall be established by the local
animal control authority.
 Gifford representatives are responsible for assisting customers and volunteers in
the event of a bite.
 The procedure is as follows and must be completed in its entirety.
1. Administer First Aid (please note locations of first aid kits at Gifford events) or
seek medical attention if necessary.
2. Complete an incident report (found in the shelter office) and forward to the
Shelter Manager on duty that day. Completed forms should be filed with
Gifford’s treasurer for a minimum of 5 years. We recommend seeking
medical attention since cat bites/scratches can get infected.
3. Animal, regardless of rabies certificate, should be quarantined away from
other animals and humans for 10 days.
4. If the animal is residing at the shelter, s/he should be kept separate from
other cats and with a sign clearly indicating, “bite quarantine” on cage and
held in our holding room.
Volunteer Manual / Page 18
General Precautions:
 The Gifford Cat Shelter vaccinates each animal as they enter the shelter.
 Non-vaccinated cats are held in our temporary holding room until they are able to
be vaccinated.
 We attempt to take every precaution to keep the staff, volunteers and animals safe
while in our care.
 One way to keep you and your pets safe is to keep your pets updated on their
vaccines, as well.
 Also, change your clothes after you have volunteered and before you handle your
own pets. This is especially important if you have recently adopted a kitten/puppy,
as they are more susceptible to disease and infection.
Handwashing:
 Please be sure to sanitize your hands and wash them frequently in between
handling cats and when moving to various rooms.
 Please do not share cleaning supplies/toys between rooms.
 If we have run out of products/supplies please alert a staff member opposed to
sharing. Humans and the equipment we use are the largest transmitter of disease
between cats.
SHELTER CLEANING
Please note: These are general instructions – more specifics will be provided by the
shelter staff.
Dishwashing:
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Pick up all dirty food and water bowls and bring them to the sink
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Wash each bowl with hot soapy water and rinse thoroughly
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Spray each bowl thoroughly with disinfectant (Trifectant) and let sit in the sink for 10
minutes. Trifectant should not come in contact with skin or with cat’s paws.
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After 10 minutes, rinse each bowl thoroughly and place in drying rack to air dry
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If drying bowls with a towel, please be sure they are completely dry before putting
them back into the cabinet
Litter Boxes:
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With Feline Pine, scoop solid waste material from each box daily and discard (urine
will dissolve the pint pellets, turning them into sawdust)
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If the litter has largely disintegrated into sawdust, discard the entire contents of the
box (into a trash bag) and give the cat a clean box
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If a box is obviously soiled, replace it with a clean box
Volunteer Manual / Page 19
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Disinfect litter boxes with the same procedure as dishes (wash, rinse, spray with
disinfectant, wait, rinse again)
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Use only enough Feline Pine to cover the bottom of the box – large amounts are not
needed
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With other types of litter, scoop as needed; empty and replace soiled boxes
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Used litter is discarded in the trash (dumpster) – please bag it and do not overload
bags to avoid breakage
Bedding and Laundry:
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Check all beds and bedding for soiling and replace if soiled
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Remove any loose strings from bedding to prevent cat injury or choking
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Place soiled beds and bedding in laundry
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Wash bedding and other laundry as needed
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Do not start laundry within one hour prior to shelter closing
Sweeping and Spot Cleaning:
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Floors are swept daily and as needed – please move litter boxes and beds away
from the walls to sweep behind them
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Spot clean any areas on the floor that are soiled, using a paper towel and spray
cleaner
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Dustbusters are used for crevices, window sills, the bases of enclosures, and any
other areas that cannot be easily swept or vacuumed
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As soon as sweeping, spot cleaning and vacuuming are completed, please replace
all items that have been removed from the floors (especially heavy items that might
fall and injure cats)
Deep Cleaning:

Weekly deep cleaning is performed in each shelter area. You will receive
instructions from the shelter staff if you are assisting with deep cleaning
Volunteer Manual / Page 20
ACKNOWLEDGEMENT OF RECIEPT AND READING OF VOLUNTEER MANUAL
Date:
Volunteer Name (please print):____________________________________
I have read this manual and asked questions on any area that was not clear.
I agree to adhere to all volunteer policies and expectations as outlined in the Volunteer
Manual.
__________________________________________________________
Volunteer signature
Volunteer Manual / Page 21
VOLUNTEER INFORMATION & AGREEMENT
Name________________________________________________ Age _______
Address___________________________________________________________
City______________________________
Home OR Work Phone___________
State______
Zip Code _______
Mobile Phone _________________
Email
Address___________________________________________________________
Emergency Contacts:
Name _____________________________ Relationship_________________
Phone______________
Name _____________________________ Relationship_________________
Phone______________
I understand that the Ellen M. Gifford Sheltering Home Corp. (“Gifford”) may, but
need not, accept my offer to serve as a volunteer at its shelter. If Gifford accepts my
offer, then: (a) I fully understand that I will volunteer my time freely and without any
compensation, benefits or insurance whatsoever; (b) I fully understand that animal
scratches, bites and other injuries may occur; (c) I fully understand that if I am
pregnant or may become pregnant, there is a risk to my fetus from toxoplasmosis in
cat feces and I agree to inform the Gifford staff of any precautions that I need to
take; and (d) in consideration of both Gifford’s acceptance of my offer to serve as a
volunteer and other good and valuable consideration, I hereby agree to indemnify,
defend and hold harmless Gifford, its employees, directors, officers and agents from
and against all damages, injuries, death, claims, actions, suits, judgments and
liabilities of all types, whether known or unknown, which, in any way or to any
extent, relate to or concern my services as a volunteer, whether at Gifford’s shelter
or off-premises, to the fullest extent permitted by Massachusetts law. I also
understand that the Gifford shelter recommends that all volunteers receive a
preventative rabies vaccine prior to encountering any shelter animals.
Volunteer Manual / Page 22
I also understand that after an initial orientation and training period, unless
otherwise previously agreed upon, I am committing to volunteer for Gifford for a
period of at least six months barring any exceptional circumstances.
I certify that I am at least 18 years of age. If I am under 18 years of age, I must
have prior approval from a parent or guardian to volunteer at Gifford.
Volunteer Signature ______________________________________________
Date _____________________
Parent Signature (if volunteer is under 18 years of age)
_____________________________________________
* If you previously volunteered at the Gifford Shelter, please tell us when and for
how long ________________
Volunteer Manual / Page 23
Workplace Culture Agreement
We are drawn to work and volunteer at Gifford Cat Shelter because of its mission dedicated to
making the lives of cats better and free from suffering and cruelty. While we spend our lives together
doing this work, we can choose to create a humane and healthy workplace for ourselves.
This cultural agreement exists between ___________________________ and the staff, animals and
volunteers of the Gifford Cat Shelter.
We agree through action, thought and intent to:
Support a united Gifford Cat Shelter
 Practice “we” thinking and speech
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Seek to understand the different needs of all we work with
Practice responsibility for needs beyond our immediate job requirement
Participate in animal socialization
Practice collaboration, cooperation and coordination
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Encourage inter- and intra-departmental collaboration
Give an individual about to be interrupted a chance to say if it’s a good time or not and schedule a
later time if need be. Be respectful and don’t assume your crisis is their crisis
Seek only solutions, not obstacles. All concerns communicated will be supplied with positives you
see as well, and suggestions for solutions. Be aware we have no complaint department.
Embrace diversity and practice open-mindedness
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Expect differences
Different is not wrong
Look for the contribution that each person is trying to make to help the animals
Seek commonalities within our differences
Disagreements, as long as they are respectful, are not necessarily negative. “Fierce conversations”
keep us dynamic and evolving.
Practice open, direct, prompt communications
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Take a stand to stop gossip and complaining where it arises
Practice proactive listening and seek to understand
Deliver and receive concerns, suggestions, and other communications responsibly
Hear someone out before responding or jumping to conclusions, check your facts
Take time to check for understanding before proceeding
Use phone or face-to-face meetings when topics merit such communications; emails and texts can
be misinterpreted or impersonal
Use the organization structure, keeping supervisors informed while respecting their resources
Deal with conflict responsibly
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Agree to resolve outstanding conflict NOW
Recognize there is such a thing as POSITIVE conflict and it is actually valuable in the work place
Be active in resolving conflict, not taking sides
Deal with conflict directly – with the persons involved
Volunteer Manual / Page 24
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Do not escalate conflict by involving others not directly involved
Show respect – keep your voice calm and your language clean and professional
Opinions are subjective – respect other people’s right to their own perspectives
Conflict resolution will take place in a private area, especially away from customers and volunteers
Promote Trust
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Everyone must take responsibility in building trust, lend support to others in building trust, and be
accountable for their own actions or inaction
Trust that everyone at the Gifford Cat Shelter is making decisions for the animals in good faith. If you
have questions, you must check into it before making accusations or assumptions
Address Problems proactively and constructively
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Treat complaints, suggestions and ideas with respect
Take responsibility to bring issues needing attention to someone who can take action on it.
Complaining to complain-without seeking real solutions is counterproductive and takes valuable time
away from the animals that need us most
Think constructively, look for solutions
Encourage people to work things out between themselves
Give up the grudges or let grudges be a signal to you that you need to go talk with the person in
question
Demonstrate respect
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Respect decisions made
Respect the right to disagree and different opinions
If you disagree, continue to communicate and present the organization or team opinion to despite
your personal views.
Extend compassion to your coworkers (and yourself!)
Value each other regardless of job title, seniority, position or opinion
Acknowledge the emotional aspects of our work
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Recognize the importance of having a sense of humor –lighten up
Identify healthy ways to reduce or release stress –ask for help if you need it
Commit to a healthy lifestyle
Find appropriate ways to express sadness, grief and anger
Respect others’ response to emotions –help them find creative and appropriate outlets to express
their feelings
Keep things in perspective – help yourself and others maintain a positive outlook
Have fun!!
Create and maintain a safe workplace
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Commit to following safety procedures even when you’re in a hurry
Know your limitations and seek out others to help when needed
Bring safety concerns to the attention of your supervisor or someone on the safety committee
Show Appreciation
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Take time to remember why we have chosen to work here
Practice appreciation at all levels of the organization
Acknowledge people across the organization when they are doing great work!
Volunteer Manual / Page 25
Deliver world-class customer service
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We define quality service as exceeding expectations of human and animal clients, efficiency and
timeliness.
Creating an animal welfare experience which transforms and educate all those we meet without
judgment.
______________________________________________________________________________________
Signature
Date
Volunteer Manual / Page 26