North Richland Hills Animal Adoption & Rescue Center

After receiving the notice from the Revdex.com a review of the established policies and procedures has been conducted and the following actions will be or have been taken to resolve this matter.Staff and the supervisor have been required to attend customer service training to focus on their responses and accessibility to the public and customersThis is in response to the statements that the supervisor refused to meet with the customer and lack of contact from staffImmediate changes have been made and staff will no longer be issuing “reservation cards” to potential adoptersThis procedure is in direct conflict of the statement on the card itself which states “Animals deemed adoptable will be available on the first come first serve basis .” Adoptable animals are only first come first served to potential adopters and are only viewable at the time that they are available to be adopted and not before the date they are eligible for adoption.In regards to the care of the animals referenced in the claimThe Animal Adoption and Rescue Center is focused on the proper care and welfare of all the animals in the shelterMany times the shelter operates at or near capacity and over animals are held in the facilityStaff makes every effort to have all the kennels and animal spaces cleaned prior to the public opening of the shelterNew procedures and processes are being implemented to ensure that all kennels are cleaned and clear prior to the AM opening of the shelterFurther, staff members will have set times to inspect the kennels to ensure any soiled areas are addressed immediately.It is an unfortunate, but somewhat regular occurrence that animals in shelters be euthanizedThis procedure is not taken lightly and very often times has an emotional impact on the staff as well as volunteers in sheltersEuthanization is only conducted as a last resort for the animals and to prevent further suffering or illnessThe Animal Adoption and Rescue Center continues to work with foster programs to place animals needing additional care that goes above and beyond what can be provided in the shelter environmentStaff has made huge strides in reducing the number of euthanized animals in our shelter and has continue to reduce the euthanasia rate for the last two years.The City of [redacted] and the staff at the Animal Adoption and Rescue Center will remain focused on our goals of providing a safe and secure environment for our citizensWe take allegations of neglect seriously and will continue to ensure our customers and residents that we are working diligently to address all concernsAt the drafting of this response the investigation remains open to ensure all aspects of the complaint have been reviewed.I do thank you for your notice to the City of [redacted] and bringing light to what our customers see and encounter when visiting our shelterPolicies and procedures have been reviewed and are currently being updated to prevent any perception of insufficient customer service, neglect or inefficiency.Sincerely,

After receiving the notice from the Revdex.com a review of the established policies and procedures has been conducted and the following actions will be or have been taken to resolve this matter.Staff and the supervisor have been required to attend customer service training to focus on their responses and
accessibility to the public and customersThis is in response to the statements that the supervisor refused to meet with the customer and lack of contact from staffImmediate changes have been made and staff will no longer be issuing “reservation cards” to potential adoptersThis procedure is in direct conflict of the statement on the card itself which states “Animals deemed adoptable will be available on the first come first serve basis….” Adoptable animals are only first come first served to potential adopters and are only viewable at the time that they are available to be adopted and not before the date they are eligible for adoption.In regards to the care of the animals referenced in the claimThe Animal Adoption and Rescue Center is focused on the proper care and welfare of all the animals in the shelterMany times the shelter operates at or near capacity and over animals are held in the facilityStaff makes every effort to have all the kennels and animal spaces cleaned prior to the public opening of the shelterNew procedures and processes are being implemented to ensure that all kennels are cleaned and clear prior to the AM opening of the shelterFurther, staff members will have set times to inspect the kennels to ensure any soiled areas are addressed immediately.It is an unfortunate, but somewhat regular occurrence that animals in shelters be euthanizedThis procedure is not taken lightly and very often times has an emotional impact on the staff as well as volunteers in sheltersEuthanization is only conducted as a last resort for the animals and to prevent further suffering or illnessThe Animal Adoption and Rescue Center continues to work with foster programs to place animals needing additional care that goes above and beyond what can be provided in the shelter environmentStaff has made huge strides in reducing the number of euthanized animals in our shelter and has continue to reduce the euthanasia rate for the last two years.The City of *** *** *** and the staff at the Animal Adoption and Rescue Center will remain focused on our goals of providing a safe and secure environment for our citizensWe take allegations of neglect seriously and will continue to ensure our customers and residents that we are working diligently to address all concernsAt the drafting of this response the investigation remains open to ensure all aspects of the complaint have been reviewed.I do thank you for your notice to the City of *** *** *** and bringing light to what our customers see and encounter when visiting our shelterPolicies and procedures have been reviewed and are currently being updated to prevent any perception of insufficient customer service, neglect or inefficiency.Sincerely,

After receiving the notice from the Revdex.com a review of the established policies and procedures has been conducted and the following actions will be or have been taken to resolve this matter.Staff and the supervisor have been required to attend customer service training to focus on their responses and...

accessibility to the public and customers. This is in response to the statements that the supervisor refused to meet with the customer and lack of contact from staff. Immediate changes have been made and staff will no longer be issuing “reservation cards” to potential adopters. This procedure is in direct conflict of the statement on the card itself which states “Animals deemed adoptable will be available on the first come first serve basis….” Adoptable animals are only first come first served to potential adopters and are only viewable at the time that they are available to be adopted and not before the date they are eligible for adoption.In regards to the care of the animals referenced in the claim. The Animal Adoption and Rescue Center is focused on the proper care and welfare of all the animals in the shelter. Many times the shelter operates at or near capacity and over 120 animals are held in the facility. Staff makes every effort to have all the kennels and animal spaces cleaned prior to the public opening of the shelter. New procedures and processes are being implemented to ensure that all kennels are cleaned and clear prior to the 10 AM opening of the shelter. Further, staff members will have set times to inspect the kennels to ensure any soiled areas are addressed immediately.It is an unfortunate, but somewhat regular occurrence that animals in shelters be euthanized. This procedure is not taken lightly and very often times has an emotional impact on the staff as well as volunteers in shelters. Euthanization is only conducted as a last resort for the animals and to prevent further suffering or illness. The Animal Adoption and Rescue Center continues to work with foster programs to place animals needing additional care that goes above and beyond what can be provided in the shelter environment. Staff has made huge strides in reducing the number of euthanized animals in our shelter and has continue to reduce the euthanasia rate for the last two years.The City of [redacted] and the staff at the Animal Adoption and Rescue Center will remain focused on our goals of providing a safe and secure environment for our citizens. We take allegations of neglect seriously and will continue to ensure our customers and residents that we are working diligently to address all concerns. At the drafting of this response the investigation remains open to ensure all aspects of the complaint have been reviewed.I do thank you for your notice to the City of [redacted] and bringing light to what our customers see and encounter when visiting our shelter. Policies and procedures have been reviewed and are currently being updated to prevent any perception of insufficient customer service, neglect or inefficiency.Sincerely,