behavioral resources in an easily accessible format has the potential to reach a large number of people. However, its impact may be modest, particularly for challenging behavioral concerns, compared to more intensive intervention strategies. Impact is presumably enhanced by provision of resources in conjunction with an individualized discussion of behavior. An investment of staff or volunteer time is necessary to collate or create resources as well as to provide this individualized discussion when offered.
5.3.3.2 Training Classes
Another general behavioral support program provided by many animal welfare organizations is training classes. These programs vary in their quantity and scope as well as in their fee structure and target audience. There is limited information to assess their efficacy in preventing shelter relinquishment, and the information available is sometimes contradictory. In one study, puppies enrolled in learning and socialization classes were more likely to remain in their initial homes (Duxbury et al. 2003). However, other research has found that relinquished dogs were no more likely to have attended training classes than non‐relinquished dogs (Kwan and Bain 2013) and that attendance at formal training classes did not significantly affect the total number of undesirable behaviors reported by pet owners (Blackwell et al. 2008).
Given these contradictory findings, the impact of these programs on preventing relinquishment is somewhat uncertain and is likely influenced by the individual program structure. There is intuitive benefit for the pet and client through the acquisition of training knowledge and socialization for the pet as well as through the shared bonding activity. However, whatever impact on pet retention there may be from training classes, it is limited if only a small number of pet owners can access them. Many owners may experience barriers due to fees and lack of transportation to the class location. A strategy to mitigate these barriers is to provide fee‐waived training classes directly in communities at high risk of animal relinquishment. This program structure facilitates the safety net benefit to clients and strengthens the relationship of the humane organization with the community. Virtual training classes are another strategy to enhance accessibility, though this format eliminates the socialization benefit and may reduce the learning and bonding experience.
When fees are incorporated into the program, the organization can benefit from the additional revenue. In addition, regardless of fee structure or location, classes can serve to introduce or further acquaint clients with the organization, potentially resulting in the recruitment of new volunteers or donors. Shelters that hold training classes may also choose to have staff or volunteers bring shelter dogs to participate, thus providing an additional benefit for animals awaiting placement.
Though these benefits are numerous, providing training classes can require a fair investment of resources to ensure that a qualified trainer is leading the classes and to manage the class schedule and enrollment. While this resource investment may be offset with class fee revenue, as mentioned, revenue must be balanced with achieving an underlying goal of preventing relinquishment. Creative solutions to achieve this balance can include the recruitment of volunteer trainers or partnership with reputable organizations or companies specializing in training services.
5.3.3.3 Behavior Helpline
Behavior helplines begin to delve into more individualized behavioral support. Helplines can often be staffed by trained volunteers, with questions escalated to the organization’s behavioral staff if necessary. These services may be provided to adopters, potential surrenderers, or the general public and may overlap in structure and scope with the provision of behavior resources. Helplines can be run on‐site or remotely, either electronically or via telephone, and they include an individualized discussion of the behavioral concerns for the pet. Efficient helplines can handle a high volume of contact. Similar services have longstanding use for human emotional health, and Shore et al. (2008) found a strong willingness to use such programs by pet owners if the services were free of charge.
Because there are limited data available to evaluate the efficacy of these programs, their impact on pet retention in the home is uncertain. However, as with the provision of general information, it is reasonable to assume some degree of benefit to the pet and client through the acquisition of knowledge about treatment strategies for behavior concerns. Similarly, it is likely that behavior helplines are more successful when addressing common concerns with relatively straightforward interventions. The benefit of these helplines is impacted by the quality of the advice and counseling. Therefore, while the resource investment in a helpline program can be modest, its benefit will presumably increase with a significant investment in time by behavior staff to train and provide ongoing support for helpline volunteers and staff.
5.3.3.4 Behavior Consultations
A more resource‐intensive means of providing individualized behavior support is through behavior consultation services. These services are provided by a qualified behavior professional and may occur at the organization, in the client’s home, or virtually. If the organization does not have qualified behavior personnel available for these services, partnerships can be developed with local trainers or training companies. While these services are most commonly provided to adopters to facilitate retention of the adopted pet in the home, their use can be extended to potential surrenderers or the general public based on capacity and scope.
Data to evaluate the efficacy of individualized behavior consultations are lacking, but the potential benefit to the client and pet is presumably significant. Individualized and practical advice from a trained professional not only provides a treatment plan for the behavior problem(s), but it can also validate the client’s concerns and help the client avoid feelings of isolation and permanence in dealing with the issue(s). The organization can experience the impact of avoiding relinquishment and the indirect benefit of positive word‐of‐mouth testimony of the client within their social network. In addition, if these services are provided through collaboration with professional trainers, clients may have the option, when accessible, of continuing long‐term consultative services with the trainer. Finally, behavior consultation services can positively impact the entire community by reducing relinquishment and preventing companion animal public safety risks and nuisance behaviors.
To maximize these impacts and benefits, the behavior consultation program must be well implemented and accessible to those clients and pets in need of support. Pet owners have been found to be generally willing to pay for individualized counseling with an animal behaviorist, though, unsurprisingly, they are significantly more interested when behavior support services are offered for free (Shore et al. 2008). As with accessible veterinary care, any fee may be an insurmountable barrier to many clients. Similarly, the ability to travel to the animal welfare organization may be a significant barrier to receiving behavioral care. Providing services at a given location rather than in the home also limits the generalizability of these services to felines or other species. Virtual consultation improves accessibility but eliminates the ability to gain information through the consultant’s interaction with the animal. Thus, while the benefits of behavior consultation services can be significant, careful planning and consideration should factor into the scope and structure of these programs for the organization.
5.4 How to Choose the Right Programs
Choosing which safety net programs to implement depends on a variety of factors that may differ by organization and community. Organizations should consider the needs of the community, existing services, the goal and potential impact of the program, and the resources needed to develop and run the program. A strategic approach that considers these factors will help identify high‐priority programs for each individual organization. Picking the right mix of programs will maximize an organization’s resources for optimal impact. That impact should be measurable in order to evaluate program success and guide ongoing program direction (see Figure 5.1).
