Hayward Animal Shelter - Volunteer Center

Our Mission is to provide services that establish and maintain a safe environment for the City of Hayward residents while working to eliminate animal cruelty, neglect, and overpopulation by advocating and educating for humane and responsible treatment for all companion animals.
two kittens playing with feather wands

THANK YOU for joining our team of caring and dedicated animal shelter volunteers! We’re glad to have you onboard and hope that your time spent with us is rewarding and enjoyable. We want you to know that, whatever job or task you do, you will make a huge difference in the lives of our homeless pets.

Learn more about Hayward Animal Services

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Personal Information

If you have a change of address, phone number or email, please advise the Volunteer Coordinator. We communicate with volunteers primarily through e-mail, and occasional phone or texting. Please make sure your contact information is up-to-date and let us know if you are not receiving the volunteer e-mails. 

Schedules

Because we need to work as a team, we need to maintain a schedule when volunteers and staff appear for work. Report to your job on time. If you are scheduled to work a particular day or time and you Hayward Animal Shelter Volunteer Manual 9 will be late, need to reschedule or cancel, please contact the volunteer coordinator or the shelter supervisor on duty to let them know. If you signed up for your shift online, you may cancel your shift online until 24 hours prior to shift start time. The online sign-up locks shifts 24 hours before they start and the only way to cancel your shift at that point will be by contacting the volunteer coordinator or supervisor on duty. 

Sign-in Please!

There are two sign-ins: the clipboard and the computer, please sign-in to both when you arrive to begin your shift, and sign-out of both at the end of your shift before exiting the shelter. In case of emergency, we need to know when you arrive and when you leave. We track this using the volunteer clipboard. We track hours for our reference and for the purpose of recognizing your services to the community through the computer.

Personal Conduct

The City of Hayward sets basic standards of personal conduct at work for both employees and volunteers. As a volunteer with the Hayward Animal Shelter you are representing the Hayward Police Department and the City of Hayward. Fighting, horseplay, gambling, abusive or threatening language, and falsifying information are prohibited.

The following acts are considered in themselves sufficient grounds for dismissing a volunteer:

  • Misuse or mishandling of animals
  • Theft
  • Lying
  • Reporting to work under the apparent influence of alcohol or narcotics
  • Sexual or racial slurs or harassment
  • Violating any local, State or Federal laws regarding the care or ownership of animals
  • Disruption of the workplace

Unsatisfactory Performance Standards

If there is a chronic problem in meeting minimum performance standards, the volunteer coordinator will meet with you to discuss the problem. You will be told specifically what requires changing and ways in which you can improve. If you show insufficient improvement in the areas discussed, probation or dismissal may be necessary. Failure to perform volunteer duties in a satisfactory manner may result in suspension or termination from the volunteer program.

Leaving

Lives change, people change, and you may leave your volunteer job. If you know ahead of time that you will have to leave us, please let the Volunteer Coordinator know as soon as you can. No matter what the reason for your decision to leave your volunteer job, the volunteer coordinator would like to send you a short exit survey to complete or you may schedule an exit interview. This becomes an opportunity for you to give additional feedback about your volunteer experience here. As an “insider”, you will be able to give us valuable information on how to improve Animal Services.

Restricted Areas

There are some areas that are off limits to volunteers unless you are specifically assigned to work there. These areas include the vicious dog wards, and the “old side” of the shelter which includes all the rooms/wards in the non-public section of the shelter, except for the old-side kitchen. 

Accidents

Tell a staff member immediately about accidents and mishaps on the job, such as bites, scratches and injuries (no matter how minor). For example, if you are bitten, a Bite Report and accident report must be filled out, you will need to seek medical attention, and the animal will be quarantined.

Concerns of problems

If you have a concern or a problem, please discuss it with the Volunteer Coordinator or the Kennel Supervisor. If something is bothering you, please talk it over, rather than remaining silently frustrated! Quite often, problems are a result of misinformation or rumor. It is important that we quickly resolve problems that arise, so that we can work together effectively as a team.

Pet of the Week

Pictures of some animals are promoted in the newspaper or appear on websites and social media, to encourage adoption. Usually, the pets selected are ones with good qualities. Feel free to suggest a possible “star” to the Volunteer Coordinator or Kennel Supervisor.

Adoptions by Volunteers

It is not unusual for volunteers or staff to want to adopt an animal. Since we represent the City, we want to ensure that a person does not end up with more animals than they can handle. Any adoption will receive more scrutiny than usual and is subject to the approval of the supervisory staff.

Ideas of Suggestions

If you have an idea for a fund-raising event, promotional activity, or have a suggestion for improving a program, please advise the Volunteer Coordinator.

Policies and Procedures

A special relationship begins when you agree to perform a certain task for the good of animals and your community without receiving monetary reward. You will be provided with training and a structured way of giving service so your contribution of time and energy has a meaningful impact. You will work in a setting that requires your cooperation with co-workers and an adjustment to an organization. Your volunteer work provides an opportunity for growth, but also calls for a commitment to your work and inner discipline.

As mentioned before, Animals Services is a division of the Police Department. Many of the Department’s rules apply to civilian employees and volunteers. As you will see, each policy exists for a reason, either to prevent misunderstandings, for your safety, or for some other purpose.

Please keep your involvement confined to the responsibilities of your job. Sometimes it is difficult to keep from getting involved in all that is going on around you, but remember there is trained staff to handle the office, kennel, animal control and management responsibilities. Your well-intentioned involvement may backfire into a problem situation. Always seek out the appropriate staff person to assist in a situation that is not part of your job.

Dress comfortable, but also be neat and clean. Remember that you represent Animal Services to the public.

Volunteer Shirts: Wearing your volunteer t-shirt allows you to be recognized by both the staff and the public. It is mandatory that volunteers must wear their volunteer t-shirts when volunteering at on-site and off-site events, or when volunteering for a shift during public shelter hours (Tuesday – Saturday from 1 -5pm) in public areas of the shelter. Volunteers are encouraged to wear their volunteer shirts whenever they volunteer at the shelter.

Other attire: In general, please avoid wearing anything long and flowy or with holes or tears, as these are too easily caught or snagged in doors and equipment to be safe, and does not present a professional appearance. All clothing worn while volunteering should be PG-appropriate without slogans, logos, or imagery that could be considered offensive. Plain attire is best.

Shoes: Only closed toed, non-heel shoes are permitted. This means no crocs or sandals.

Long Pants – No yoga pants. No shorts or skirts/dresses unless you have a medical or religious exemption, in which case, please speak with the Volunteer Coordinator first, so we can discuss what kind of attire would be safe and suitable to wear during your shifts.

Shirts/Tops: No sleeves shorter than a t-shirt. This means no spaghetti straps, tube tops, halter tops, etc. If wearing a hoodie or jacket with hood, wear with hood down so it does not obscure your face.

Jewelry & Accessories: No loose or dangly jewelry or accessories that could be snagged by an animal or in equipment. Ex. No hoop earrings or charm bracelets.

Earbuds and devices with speakers: If you wear Earbuds or headphones, only wear them in one ear, leaving the other ear unhindered so you can hear what is going on around you for safety. 

Volunteers are welcome to listen to music, books on tape, or podcasts while volunteering, however if your device plays on speaker or at a volume that those around you can hear, make sure content is GRated and non-political, non-controversial (ex. no music with explicit or violent lyrics, political podcasts, etc.)

When playing music or stories on speaker, please keep it at a reasonable volume and be respectful and considerate of those around you. Remember that animals have sensitive hearing and so do many of the staff and other volunteers. If it is too loud, we may ask you to turn it down or wear headphones.

Hats: Hats may be worn during outside volunteer activities, but please do not wear hats inside the shelter. Please also make sure any hats worn are PG-appropriate without slogans, logos, or imagery that could be considered offensive or controversial. Plain hats are best. 

At Hayward Animal Shelter, all volunteers are required to complete a minimum of 6 hours a month for the first 6 months and 2 hours a month for volunteers staying in our program beyond 6 months. 

If you are Certified Pet Pal this minimum requirement is fulfilled by completing 1 kennel shift and 1 socializing shift each month. Failure to complete a kennel and socializing shift could result in needing to take a refresher training or being unable to socialize animals or participate in Pet Pal activities.

If you are not a Certified Pet Pal, the minimum requirement can be fulfilled by completing 2 hours of dishes/laundry, odd jobs, events/outreach, transports, front office help, or special projects.

If a volunteer is unable to complete their requirements for the month, they must notify the Volunteer Coordinator in advance to request permission to be excused from the requirements for that month. Examples of qualified exemptions include travel, family emergencies, school/work schedules, medical issues, et al. For unexcused absences, the shelter employs the following policy:

First Month Missing Hours

If a volunteer fails to fulfill their hour requirements without communicating to the Volunteer Coordinator that they are unable to complete hours that month, they may receive a reminder that they will need to complete hours in the next month. So long as the volunteer meets their minimum hour requirements in the succeeding month, they will face no further restrictions, and their current qualifications will remain in place.

Second Month Missing Hours

If a volunteer fails to fulfill their hour requirements for a second consecutive month without communicating with the Volunteer Coordinator regarding their absence, the volunteer risks being updated to Inactive Status and needing to schedule a refresher training in order to reinstate their active status.

Third Month Missing Hours

If a volunteer logs zero hours in a three-month period without having notified the Volunteer Coordinator of their absence prior, that volunteer will be inactivated. Inactive volunteers are removed from our volunteer roster and our volunteer e-mail list. Inactive volunteers will not receive updates on the volunteer program or e-mails regarding the volunteer program and will not be able to schedule shifts or participate in shelter volunteer activities or trainings. These volunteers will need to contact the Volunteer Coordinator to have their status restored. The conditions of reactivation will vary, depending on how long it has been since the volunteer was active. If under 6 months, the volunteer may need to retake previously attended trainings or schedule a refresher training. It if has been 6 months or more, their qualifications may be vacated, and the volunteer may be required to restart the program, beginning with a new volunteer application and new volunteer orientation.

For all of us who love animals, Animal Services can be an emotional place to work. There is joy when we see an animal adopted by a kind person, and we know that the match will be “just right”. We are happy when a dog or cat we have taken a special liking to finds a good home. We sometimes wish we could take these favorites home ourselves. And then, there is sadness when animals must be humanely euthanized. This shelter does euthanize for medical and behavioral reasons; however, as a volunteer, you will not be asked to assist in any way with this procedure. Our certified animal care attendants, who are, themselves, animal lovers and animal owners, perform euthanasia. This is not a pleasant task for them, and we ask that volunteers do not comment or question the staff about this procedure.

If you do have any questions, you may go to the Kennel Supervisor or the Animal Services Administrator. We care about your thoughts and feelings, yet the Administrator, the Kennel Supervisor or the Veterinarian must be the ones to make the final decisions. This is their responsibility and their burden. 

While we welcome your suggestions, please do not make any procedural changes without approval of the Director or a Supervisor. 

  • The Veterinarian and the Kennel Supervisor must first approve additional food, vitamins or changes in diet for all animals. Care of our animals is different from the care one would give their pet at home. Animals at the shelter are under a lot of stress. Some animals have restricted diets for medical reasons or dietary problems. Refer to the animal care attendants for feeding and treat guidelines. Do not give additional food or treats to animals unless directed to do so, and then only 1-3 treats per animal each day.
  • Volunteers are not to administer any medication or vaccinate any animals.
  • Do not switch animals to different kennels or cages without the express permission of the Kennel Supervisor on duty. Several sets of paperwork will need to be changed to reflect the animal’s new location.
  • Never change or add information to the identification papers attached to the animal cages. Notations are there to protect both the public and the animal. If you believe information is incorrect, discuss it with the Volunteer Coordinator or the Kennel Supervisor.
  • Do not assist or interrupt staff members who are dealing directly with a customer, unless asked. If you hear information that you don’t understand, ask the staff member after the party has left.
  • If you have a difficult person, please ask a staff member to assist that person and you go and help another.
  • Many times you may be asked questions to which you do not have a clear answer. There is nothing wrong in saying “I don’t know”. Tell the person you will research the answer and get back with them as soon as possible or refer them to a staff member.
  • Any information about an animal owner, criminal case, personal information about staff or volunteers is to be held confidential. Volunteers are not to discuss criminal cases or state opinions with the media. Please refer all media questions to the Administrator.
  • Animals going to rescue must be cleared through the Kennel Supervisor. Do not call rescue or other agencies unless directed to do so by the Volunteer Coordinator or the Kennel Supervisor.
  • Animals going to foster homes must be cleared through the Volunteer Coordinator or the Kennel Supervisor.
  • Please refrain from talking on the phone or text messaging while working with an animal or participating in a community event. 

When an animal arrives at the shelter, it receives vaccinations:

  • Dogs receive DHPPV and Bordetella
  • Cats receive FVRCP

The animal is scanned for microchip and checked for other ID and illnesses Information on the animal is entered into the computer system and the animal receives an identification number. This ID number is unique to that animal. A collar is placed on the animal with the following information written on it: gender, ID number and impound date. This information is also printed on the cage card. It is very important that the animal’s cage card stays with the animal.

Cage Cards

Each animal’s cage contains a “cage card” which provides information to staff and the public about that particular animal. An explanation of the wording follows.

Breed (self-explanatory)

Sex M = male; F = female; N = neutered male; S = spayed female: U = unknown (not yet determined – possibly because animal was too scared for staff to be able to identify the gender)

Ward S = Stray A = Adoption OBS = Observation (For medical or behavior) ISO = Isolation (Medical Treatment Ward) Vicious = Dangerous, or potentially dangerous dogs

Color (self-explanatory) Age Staff and/or veterinarian determine age, if not already provided by previous owner.

Cage Cage number assigned to animal.

ID Animal’s unique identification number issued upon impound.

Name If we know the animal’s name when it arrives at the shelter, then we keep the same name. If we do not know the animal’s name, a staff member or volunteer may give the animal a name at the end of its hold period.

Available Date When the holding period ends and the animal can be available for adoption or transfer to another agency, rescue group, or PetsMart.

Status Whether animal is stray or available for adoption.

Intake type Describes how animal arrived at shelter and whether stray, owner surrender or confiscate. 

Date & Time Impound date and time Hold? Indicates whether there is a legal, adoption or other interest on the animal that may affect the release date.

Please read the following training instructions and keep a copy to refer to often.

  • Please leave your valuables locked in your car. If you do not have a car, please ask the Volunteer Coordinator where you may store your valuables.
  • To obtain a cage key and a door card, see the Volunteer Coordinator, Kennel Supervisor or one of the Front Office clerks. You must turn in your car keys or other valuables in exchange for a cage key and door card.
  • New pet pals may only remove animals from cages that have reached their “available date”.
  • Review the cage card, especially any notes regarding the animal’s behavior or health. If there are notes indicating the animal is aggressive or there are “caution” signs, volunteers may not remove that animal from its cage or run.
  • Before giving the animals any treats, please ask the kennel staff. Remember that too many treats can be harmful to an animal.
  • Please do not place non-approved toys in runs or cages, or toys that have not been sanitized.
  • If you notice an animal has fleas or a medical problem, please notify an animal care attendant.
  • Many animals could be carrying a virus and will not exhibit symptoms for 7 to 10 days. Always sanitize your hands after handling each animal. Do not place an animal into an unclean cage or carrier. If you observe an animal that appears to be sick, let the kennel staff know immediately.
  • Please make sure you put the dog or cat back into the proper run or cage. All dogs, cats, puppies and kittens have identification collars. Each collar has an identification number on it. This ID number is the same as the one on the cage card. 
  • If you use a carrier to transport an animal, it is your responsibility to sanitize it and return it to the proper location.

Training Documents:

Training Videos:

Please read the following training instructions and keep a copy to refer to often.

  • Please leave your valuables locked in your car. If you do not have a car, please ask the Volunteer Coordinator where you may store your valuables.
  • To obtain a cage key and a door card, see the Volunteer Coordinator, Kennel Supervisor or one of the Front Office clerks. You must turn in your car keys or other valuables in exchange for a cage key and door card.
  • New pet pals may only remove animals from cages that have reached their “available date”.
  • Review the cage card, especially any notes regarding the animal’s behavior or health. If there are notes indicating the animal is aggressive or there are “caution” signs, volunteers may not remove that animal from its cage or run.
  • Before giving the animals any treats, please ask the kennel staff. Remember that too many treats can be harmful to an animal.
  • Please do not place non-approved toys in runs or cages, or toys that have not been sanitized.
  • If you notice an animal has fleas or a medical problem, please notify an animal care attendant.
  • Many animals could be carrying a virus and will not exhibit symptoms for 7 to 10 days. Always sanitize your hands after handling each animal. Do not place an animal into an unclean cage or carrier. If you observe an animal that appears to be sick, let the kennel staff know immediately.
  • Please make sure you put the dog or cat back into the proper run or cage. All dogs, cats, puppies and kittens have identification collars. Each collar has an identification number on it. This ID number is the same as the one on the cage card. 
  • If you use a carrier to transport an animal, it is your responsibility to sanitize it and return it to the proper location.

Training Documents:

Training Videos: