Brief History of Conway Area Humane Society
The Conway Area Humane Society opened its doors to phase one in June of 2003 with The Judy and Scott Paul Cat Adoption Center.  The project continued with the construction of the dog facility and the learning center in 2003-2004.  In November of 2009, CAHS affiliated with The Animal Rescue League of NH in Bedford, NH, and was called Animal Rescue League-North for 3 years.  This affiliation allowed the Conway shelter to gain stability while continuing to do its important work.  In December 2012, the affiliation with ARL ended, and the shelter again became the Conway Area Humane Society.  In 2018, the new Ham Foundation Wing was added, which provided new staff offices/space, a conference room, and a dog playroom/Event Education Space.  In 2019, CAHS opened its new Community Events Enrichment Room.  Since opening its doors, CAHS has placed over 10,000 animals into their forever homes.   CAHS is a non-profit animal shelter offering many services that benefit both animals and people in Carroll County, NH, and beyond. 

Mission Statement
Conway Area Humane Society is a community of volunteers, staff, and supporters dedicated to promoting animal welfare through rescue, adoption, and education.

Services Offered by Conway Area Humane Society

Lost/Stray Animal Holding
Many animals jump a fence, bust through a door, or wander away from home.  CAHS provides a safe place for animal control officers and citizens to take lost and stray animals.  The animals are fed and cared for by CAHS until they are either claimed by their owners or adopted.  Stray animals stay in holding for seven days and, if unclaimed, become available for adoption after all medical needs are met.

Owner Surrenders
Conway Area Humane Society provides a safe, non-judgmental place for those who can no longer care for their animals to surrender them so that they can be cared for until they find a new home.

Safe Haven
CAHS assists those needing to temporarily house their pets in an emergency, including domestic violence, fire, flood, or medical.

Adoptions
CAHS finds forever homes for the animals in its care. These animals were either local strays, owner surrenders, or transported to CAHS from other overpopulated organizations/shelters. If an adoption does not work out well for any reason, the animal is expected to be brought back to CAHS so that they can try to find a more suitable home for it.

Community Outreach
Conway Area Humane Society provides educational outreach programs to schools, civic groups, and the community in the form of informational talks and/or displays. Outreach efforts include topics such as what we do at CAHS, the humane treatment of animals, safety around dogs and cats, animal-related careers, and more. CAHS will also bring comforting dogs to visit nursing homes, schools, etc.

Lifelong Friends
This program aims to connect senior citizens with senior pets. CAHS offers this service free of charge and commits to taking back the animal if the person is no longer able to care for it.

Pet Food Pantry
Dog or cat food is available from CAHS during a time of need.  Call to check for availability.

Dog Park
Those with memberships can let their dogs run and play in CAHS’ beautiful dog park, which is located behind the shelter.  It is open during daylight hours, except 8:00-10:00am and 2:00-4:00pm, to allow the shelter dogs to play.

Cruelty Case Assistance
CAHS assists when there are cases of animal cruelty in the area by helping to transport, house, and care for the animals involved.

Behavioral Assistance
CAHS staff are available to speak with community members who may be having behavioral issues with their pets and offer helpful advice and referrals.

End of Life Peace of Mind
To give people nearing the end of their lives some peace of mind regarding their pets, CAHS will commit to taking care of or finding a new home for those animals upon the person’s death.

Shelter Contact Information and Hours of Operation

Physical Address
223 East Main St.
Conway, NH 03818

Mailing Address
P.O. Box 260
Conway, NH 03818

Number: (603) 447-5955
Email: elord@conwayhumane.org

Public Hours
Tues – Sat: 12:00pm-4pm
Sunday: Appointment Only
Monday: Closed

Hours Volunteers Needed
Volunteers are needed 8:00am-4:00pm daily. If you see the closed sign-up between those hours, please come in, sign in, & check in with staff to get started

Inclement Weather/Emergency Shelter Closings
Shelter animals must be cared for daily; we rely on our volunteers for assistance.  However, we recognize that it may be periodically unsafe for some to travel. Please use your best discretion and don’t jeopardize your safety.  Please let CAHS know as soon as possible in these cases by calling 447-5955. The shelter may close early if warranted by severe weather.  The decision to close the shelter is made by the Executive Director.  We will do our best to notify you by phone or email when this situation occurs.  When in doubt, call the shelter to confirm that we are open.

The animals need care multiple times a day regardless of the weather.

CAHS Volunteer Roles

Animal Care

• Direct Animal Care: Dog walking, enrichment and socialization of cats or dogs, grooming animals, transport assistance
• Transportation: Driving animals that need to go to a vet or other shelter and transport driving
• Foster Care: Temporary homes for animals in the care of CAHS
• Adoption Assistance: Photographs and writes descriptions of animals up for adoption, takes animals into the community for exposure and increased adoption chances
• General Cleaning: Cleaning dog kennels and cat cages, scooping poop outside, cleaning the building itself, laundry and dishes-washing and folding animal bedding and towels, washing food bowls

Building and Grounds

• Maintaining Dog Park: Ensuring that the dog park stays safe and clean
• Maintenance: Assistance with maintenance and repair of CAHS facility/property
• Landscaping/Gardening: Designing, installing, and maintaining the shelter grounds

Events and Office

• Special Events Committee: Helps to plan, procure donations for, market, and staff special events
• Educational Outreach Committee: Presents educational programs to schools, clubs, and camps, tables at community events, and writes articles for the newspaper, website, and blog
• Greeter: Welcomes visitors to the shelter and orients them to the facility/adoption process
• Item Procurement: Obtains donations of items needed for the shelter/animals

CAHS Volunteer Policies and Procedures

Conway Area Humane Society strives to provide a volunteer experience that is both rewarding for the volunteer and beneficial to the organization and its mission.  The following practices were established to ensure our care for homeless animals is of the highest quality, safe, and efficient.

CAHS Volunteer Requirements
Must be 16 years of age to work directly with animals (unless otherwise approved)
Must abide by the policies and procedures outlined in this manual and through training

Proper Precautions for You and Your Pets at Home
Taking simple precautions such as washing your hands and changing your ‘shelter attire’ before interacting with your pets at home will reduce the risks of transferring viruses and parasites.  The shelter cares for many animals that come to us from different situations and conditions.  Although CAHS screens all adoptable animals for common illnesses, some animals may come to us with illnesses that could be contagious to other pets and to people.  Exposure to zoonotic diseases (diseases that can spread from animal to human) is a risk.  Because of this, it is recommended that gloves are worn when handling dirty linens.  Good personal hygiene, such as frequent hand washing, also reduces the risk.  If you are immune compromised, please ask your doctor about interaction with animals.  If you take the proper precautions stated above and your animal(s) routinely receive veterinary care and are otherwise healthy, they are at low risk.  You may also want to discuss your vaccination status with your doctor (tetanus, rabies, etc).  For safety purposes, volunteers are not allowed to bring their pets to the shelter while they are volunteering. 

Guests
Guests may not accompany volunteers while they are volunteering at CAHS.  If you know someone interested in volunteering, please refer them to the Volunteer Coordinator.

Volunteer Schedules
Without volunteer resources, the shelter could not care for the number of animals that reside with us.  Due to our heavy reliance on this support, animal care volunteers are asked to commit to volunteering for a minimum number of hours per month.  We also ask that you show up at your scheduled time, whether you are caring for animals or volunteering at a special event.  If you will be more than 15 minutes late or unable to volunteer, please call 447-5955.  If the phone is not answered at the shelter and you know you will be late or missing your shift, please call or text the Volunteer Coordinator.

Evaluation Period
The evaluation period for all volunteers is 90 calendar days from the first scheduled volunteer shift.  This time frame gives the staff/Volunteer Coordinator the opportunity to determine whether or not the volunteer can satisfactorily perform the job for which they have volunteered.  It also gives the new volunteers time to adjust and decide if volunteering for CAHS is right for them.  A volunteer may also choose, with the consent of the Volunteer Coordinator, to change their position to another work area, should a position be available.

Leave of Absence
If needed, your services may be put on hold for up to 6 months. Any volunteer who is inactive for a period of longer than 6 months may be required to submit a new volunteer application and attend another orientation class.

Resignation
If you decide to end your volunteer commitment with CAHS, please let us know so we can update our records.  We would also appreciate your answering a short questionnaire upon your completion.

Volunteer Training
Every volunteer starts out with a general orientation and is asked to read the Volunteer Handbook.  The next step is specialized training for the specific volunteer role(s) you have chosen.  Then, you will shadow a staff member or seasoned volunteer before volunteering on your own.  Training is conducted prior to your first shift, but much of the training is achieved by hands-on work once you begin volunteering.  Please do not hesitate to ask a staff member or the Volunteer Coordinator if you are unsure of what to do.  The staff understands that there is a learning curve with new volunteers and are happy to offer help.

Recording Volunteer Hours
All volunteers are required to sign in and out in order to record their volunteer hours.  These statistics are used for grants, federal/state audits, national tracking platforms, individual milestones, and shelter efforts.  Please utilize the sign-in computer located in the kitchen area.

Staff Only Areas
For your safety, as well as the safety and health of the animals within our care, volunteers are not permitted to enter the following areas unless asked to do so by a staff person:
              -Veterinary Hospital
              -ACO/Stray Animal Areas
              -Rabies Quarantine Area
              -Cat Respiratory Area
              -Staff Offices

Adoptions
We have specific areas for adoptions. However, multiple adoptions may be going on at once. If you find yourself in an area where an adoption is taking place, please remove yourself from that area. Please be respectful of the adoption counselor’s and client’s privacy.

Conduct
A volunteer’s conduct also directly reflects on the shelter. Volunteers are expected to keep their conversations with staff, fellow volunteers, and visitors appropriate and positive.

Proper Dress
Please remember that your appearance when volunteering reflects directly on CAHS.  Therefore, volunteers should come dressed appropriately.   Part of projecting a positive image requires that all volunteers display a neat and professional appearance while wearing clothing appropriate to their volunteer role.  This pertains to both personal hygiene and clothing.  If you are provided with a name tag, please wear these to be easily identified as a volunteer.  Animal care volunteers should always wear closed-toed shoes and long pants for protection from bites, scratches, and chemicals.  Shorts and very thin pants are not permitted.  The following applies to all CAHS Volunteers:
-Dangling or loose jewelry should be avoided as it poses a safety hazard; it may be caught by equipment or an animal, causing injury
-Suggestive, violent, or alarming patches, slogans, or logos on tee shirts or other articles of clothing may not be worn.
-Hands and nails should be clean.
-Footwear should be clean, dry, comfortable, and skid-proof.  Rubber boots are permitted while cleaning.

Workplace Safety
Volunteers must report actual or potential safety problems to a staff member.  You should conduct yourself in a way that promotes your safety and that of your co-workers, the clients and resident animals.  Never place yourself in a situation that makes you feel fearful or uncomfortable.  If you feel uncomfortable with a particular animal’s behavior, please notify a staff member immediately.  In the event of a fire, exit the building immediately.  If you are outside on the grounds walking a dog and the fire alarm is engaged, DO NOT re-enter the building.  Take the dog with you to the meeting spot in front of the building.

Volunteer Injury
In the unforeseen instance that an accident or injury is incurred while volunteering for CAHS (for example, a scratch or bite that breaks the skin), it MUST be reported to a staff person right away, and an INCIDENT REPORT WILL BE FILLED OUT AT THE TIME OF THE INJURY.  A form will also be given to you to complete.  Please fill out the form completely.

Personal Belongings
Volunteers’ personal belongings (purses, wallets, jackets, etc.) should be left in their secured vehicle due to the limited secure space in the shelter. Keys can be put in their pockets. There is a coat rack in the volunteer break room where they can hang their coats in the winter months.

Confidentiality
Confidentiality regarding personal information about clients, individual animals, and animal-related situations must always be maintained.  Volunteers will be exposed to information about members of the public who surrender and adopt pets from CAHS.  All information is considered strictly confidential.  Additionally, volunteers cannot discuss animals unavailable for adoption with the public.  This includes dogs in the stray and quarantined areas and cats in the stray and isolation/transition areas.  Volunteers who break this confidentiality will be warned and required to re-sign their volunteer confidentiality agreement immediately or may be asked to leave the program.

Publicity
No volunteers shall make statements to the media or public that may be seen as representative of CAHS’s opinions and policies. Please refer all media requests for statements and information to the Executive Director.

Smoking
In keeping with CAHS’s intent to provide a safe and healthy work environment for its employees, volunteers, clients, visitors, and resident animals, smoking is prohibited at all times on the property and inside CAHS buildings and vehicles.

Harassment and Discrimination
CAHS will not tolerate harassment or discrimination of any kind.  An individual who believes he/she has been subjected to harassment or discrimination should immediately report the incident to the Volunteer Coordinator or Executive Director.  The matter will be promptly investigated and appropriate action will be taken according to the nature and severity of the incident.

Grievances
It is important that you follow the proper chain of command.  If you have a grievance of any kind, please report it to the Volunteer Coordinator who will discuss it with your supervisor.   If it is not resolved, then it will be presented to the Executive Director and, if necessary, passed along to the Board of Directors as appropriate. Immediate concerns regarding an animal’s health/well-being should be directed to the supervisor or staff person on duty.

Mistreatment of Animals
CAHS has a ZERO TOLERANCE policy concerning the mistreatment of animals.  If a volunteer is found to have mistreated an animal, the volunteer will be removed from his or her volunteering duties immediately and permanently.

Social Media Policy
CAHS recognizes that many of its volunteers use social media such as Facebook, Twitter, Linked In, Instagram and Youtube, to name a few.  We encourage volunteers to use social media within the following guidelines.  If you are uncertain about the appropriateness of a social media posting, check with CAHS management prior to posting.

Social Media Guidelines
-Do not post any comments or pictures depicting an employee, volunteer or client without their express consent.
-If you post any comment about CAHS, you must clearly and conspicuously state that you are posting in your individual capacity and that the views posted are yours and yours alone and that they do not represent the views of CAHS.
-Unless you have written consent, you may not use CAHS’ logo or any organizational material in your posts.
-All postings on social media must comply with our policies on confidentiality.
-All organizational policies that regulate off-duty conduct apply to social media activity.

Cellular Phone and/or Cameras
Volunteers may carry a personal cell phone on their person; however, please refrain from using it while volunteering unless absolutely necessary, as it may cause a distraction and safety issue. Any photos or videos taken should be of adoptable animals only, and distribution should be done in accordance with our social media policy.

Disciplinary Action Policy
CAHS considers volunteers an invaluable resource, and our primary goal is to encourage and support their contribution to our shelter. However, it is also recognized that there may be times when a volunteer needs to be counseled, retrained, or perhaps dismissed. CAHS aims to provide a clear process involving fair and understandable decisions to both management and volunteers.

To ensure quality volunteer service to CAHS, volunteers will abide by all policies and procedures as outlined in this Volunteer Handbook.  Any violation of these policies or other inappropriate or unprofessional behavior will result in disciplinary action or termination.  All efforts will be made to solve problems, and appropriate staff will be involved as is necessary.  All pertinent facts will be carefully reviewed, and the volunteer will be given a full opportunity to explain their conduct before any disciplinary action is reached.  The Executive Director or another member of senior management will be advised concerning the unacceptable behavior before action is taken.  Disciplinary actions may also include suspensions or other measures deemed appropriate by CAHS.  A written warning will include the reasons for the supervisor’s dissatisfaction and any supporting evidence.  Volunteers will have an opportunity to respond if they so choose.  Suppose a volunteer commits any of the actions listed below, or any other action not specified but similarly serious as determined by CAHS. In that case, he/she will forever forfeit their volunteer privileges immediately:
-Theft
-Dishonestly in any form, including falsification of CAHS application or personal records
-Failure to follow safety practices
-Offensive language, threat or act of doing bodily harm or other workplace violence to people or animals, including bringing unauthorized weapons of any kind on CAHS property
-Willful or negligent destruction of property
-Taking an animal off CAHS property without proper written permission
-Drug use or being under the influence of any substance, including alcohol, while volunteering
-Breach of confidentiality policy

Euthanasia
Euthanasia is a very unfortunate but sometimes necessary part of the work carried out by animal shelters.  Millions of dogs and cats are brought to public and private animal shelters annually because they are unwanted, loose, or abandoned.  We do our best to place every adoptable animal through our shelter.  However, animals that are diagnosed with life-threatening illnesses/extreme medical problems or display severe aggression towards other animals or people are not placed for adoption.  In these unfortunate cases, we euthanize the animal using a humane method.

Volunteers do not take part in euthanasia and are not allowed to witness the process. However, it is important for volunteers to understand and accept that euthanasia is a part of our work here. We ask that you show empathy and support to our shelter staff who handle this difficult responsibility. If you have any questions or would like to discuss euthanasia further, please reach out to the Volunteer Coordinator. We’re here to support you in every way we can.

Medications
Volunteers do not administer medications to animals residing at CAHS; only staff is authorized to do so.

Volunteers Adopting Pets
Volunteers and staff are subject to a 90-day probationary period before adopting. After 90 days, you may adopt a pet available for adoption but must follow all standard adoption procedures. All appropriate fees still apply.

Volunteer Feedback
CAHS encourages volunteers to make suggestions, voice concerns, and ask questions about how the agency fulfills its mission to the community. Volunteer meetings will be held quarterly to discuss these types of matters. We are always open to new ideas and volunteer input! Contact the Volunteer Coordinator if you would like to discuss any suggestions or concerns.

Answering Questions for the Visiting Public
Many of you will work during the shelter’s open hours, so there may be times when clients ask you questions about the shelter or adopting an animal.  Many clients will see you working and assume you are part of the CAHS staff and can answer all their questions.  It is important that you let the client know that you are a volunteer and there are certain questions only a staff member can answer.  The following is a list of some of these questions:

–Can I adopt this pet?  It is important that our clients are not given the impression that a volunteer is an adoption counselor.  There are certain requirements that must be met before a pet is allowed to go home, and there are reasons why some adoptions are not approved.  Please tell the client they must fill out an adoption application and speak with an adoption counselor.  You can help the client by getting them an adoption application, clipboard, and pen.  Then, you can find a staff member and tell them that a client is looking to adopt.

–Can you tell me what other animals you have?  In this case, please tell the client you do not have this information.  Disclosing information about animals that are not available for adoption is a breach of confidentiality.

–What is the history of this animal?  Direct the client to read the animal’s cage card.  Most of the information we have about an animal will be written there.  If the client asks for details that are more specific, please do not guess or comment; find a staff member to answer any further questions.

-Is there an adoption fee, and what does it cover?  Yes, there are adoption fees, and they are listed on our website.  Adoption fees cover the cost of food, shelter, spay/neuter, microchip, vaccinations, and any other medical expenses the animal had while at CAHS.  There are also sometimes transport fees.

Again, thank you so much for joining the Conway Area Humane Society team of dedicated animal lovers! If you have any questions or concerns about anything in this handbook, the volunteer program, or the organization in general, please do not hesitate to speak to the Volunteer Coordinator. We believe open communication is the best way to maintain a healthy, happy working environment.
We look forward to working with you!