I've been working with the public for over 25 years now. I spent close to 6 months at the Van SPCA after being layed off from the SPCA Hospital, I bumped in and took f/t position until I could go back to the hospital.

I've always prided myself on my customer service skills... but I tell you, those few months at the shelter.. I HATED!! It was hell trying to get through most days. I saw more dead and doomed animals every single freakin' day.. this would have '97 I believe. It was pretty high kill back then.. only some of the youngest & the cutest survived. People flipping out and screaming, threatening, it took everything I could do somedays to not reach over the counter and shove my fist in someone's mouth.. and I am not a violent person.

Ten years later, has anything really changed at some of these shelters.. I have no idea. It's a thankless job and the public can be downright horrid. It was night and day.. comparing the hospital to the shelter. It was amazing.. just the parking lot being a physical divider and the shelter to me was pure hell, the hospital, well there was hope.. animals came in to be helped.

I see what you are saying though Charlotte... I don't know if we have " Shelter Worker Day" yet, but we sure should if we don't.

Good customer service skills are lacking everywhere. Employees either get it or they don't.

Back to the shelter animals, shelter staff need support/training in providing good customer service, they need feedback. They need the right 'tools' in dealing with abusive, difficult and confrontational people.
Sure they can be trained on breeds and health but acquiring the softer people skills that would help increase adoptions... I doubt they would have any training by the shelter on that.

The only time, once, in my 25 years of working that I ever cried on the job from being overwhelmed.. was at the shelter.

Next time you see an unsmiling shelter worker, say 'Hi,' smile back, ask them how they are.

Vicki Boutellier