Step 1 – Taking a Case

*** Need cleanup/formatting — this is just copy/paste from the Word Doc I received.

Accepting a Case

When a case comes in that you feel you can accept:

 

  1. Comment on the thread, stating “I accept this pup at {time & date} and tag Lisa

 

  1. Call the dog’s family ASAP. Leave a voicemail if there is no answer.  Then, try the secondary contact. You can also wait a bit and text the family if they do not call back. However, it is very important to initially have a phone call  to get all the necessary information. . Texting just does not give you all the relevant information that comes out in a phone conversation.  A phone call also gets the relationship started. There is a form in Den called Client First Contact that you can use that as a baseline. Or you can use the First Responder document, which is also found in the Den. But be sure to clarify any questions if something is not clear. I like to ask if the dog has gone missing before, what the circumstances were if the dog HAS gone missing before and details of how they got  them safe. Ask about other details as well, such as where the dog went, did they use a certain food to help get them safe, etc. If the dog is new to them, or has never escaped before, of course you can skip this.

 

Ask questions and clarify any missing information, such as, the address dog is lost from, if the dog is newly adopted/purchased/acquired or visiting the area, get specifics of where the dog came from,  if there are bonded dogs involved. That is important information because we can use bonded dogs to help get a dog safe. Let the family know we are here for them. Make sure they know are a team, with many people working on their pup, but with the one person working with them as CM.

 

Ask them what form of communication they prefer –  Text, email., as well as who they would like to have in the text or email chat. This could include other family members, someone from the Rescue organization if this is an escaped foster dog or newly adopted dog, etc. We strongly prefer a text chat vs. email. Then, get that chat started quickly. Tell them we will try to follow their preference but there may be times we need to call instead of text, etc. Also, when calling or texting always follow their preferred contact times  as stated on the RA. It is important to respect their time limits.