Enhancing Your Managed Intake Process

Enhancing Your Managed Intake Process
Duration: 60 Minutes
Module 1Module 1
Recorded on: 2020-10-01
Unit 1Slide Deck: Enhancing Your Managed Intake Process
Unit 2Transcript - Enhancing Your Managed Intake Process
Unit 3Workbook - Enhancing Your Managed Intake Process
Unit 4Recording: Enhancing Your Managed Intake Process

This is the second installment of a series on animal services intake. The previous webinar tackled the challenges that the Charlotte-Mecklenburg Police Department Animal Services Unit struggled with in terms of capacity and intake, and the specific strategies they put into place to address it. Dr. Josh Fisher is back this time around, shifting the conversation into analyzing how a managed intake program impacts the agency and the community, and suggestions on how to further improve services.

Dr. Fisher is the Animal Services Director for the Charlotte-Mecklenburg Police Department. He’s been in the animal services field for over 15 years and advocates professional development and growth in the animal welfare industry.

Specifics he’s discussed are:

  • A recap of the previous webinar’s key takeaways.
  • Ways to enhance existing managed intake programs by:
    • Stressing why having one is critical and getting staff and community buy-in.
    • Reflecting on what we currently have and is executing to understand where the areas of opportunity lie.
    • Understanding the different pathways to intake to realize where adjustments can take place.
    • Leveraging technology to the scheduling system to create efficiencies.
  • The impact of integrating improvements in enhancing data tracking, reducing animals’ length of stay, improving community relationships, and decreasing intake in general.
  • How shifting the way the staff spends their time can enhance the quality of services the agency provides and the outcomes for the animals.
  • How managed intake provides better community services with more time and resources, and innovations put into place to support proactive efforts.
  • Making use of the efficiencies realized to identify and address the gaps in terms of the services that the community needs.
  • Utilizing community-based services to facilitate fostering and adoptions without having to go through your facility.
  • How improvements in the intake process result in success by saving lives, improving staff morale, enhancing operations while reducing its costs, and funneling the newfound surplus resources to tackle bigger challenges.

Questions from the audience concerned…

  • Handling community pushback related to the changes in processes.
  • Utilizing social media to match pets that need rehoming to new owners.
  • Industry data tracking and benchmarking resources.
  • The Charlotte-Mecklenburg Police Department Animal Services Unit’s staff and volunteers.
  • Basic recruitment strategies the agency is implementing to attract candidates.
  • Gap services that must be provided to the community.
  • Fostering partnerships with vet schools and providing loan forgiveness to get the needed staff for their agency.
  • Setting up a pet food bank program in collaboration with local businesses.


This is the second of a two-part series.


Resources and Handouts


Audience Comments

  • “I loved the ideas presented about how we need to start shifting our thought process and think outside the shelter which most of us have started to do. Great ideas about how we can find gaps within our community and so glad on the follow-up questions about eh food banks too.” — Amanda
  • “The fast track app was awesome!” — Erika
  • “I really liked how Josh said that if someone is willing to walk in to their food bank and ask for food for their pet because they are in need that they are not turned away.” — Mary
  • “Very helpful information on the intake process and strategies used to keep pets out shelters and in the homes of people.” — Monica
  • “The protocol for being a managed intake shelter. We started at our shelter almost two years ago and it’s good to see the common basis everyone uses for this and the criteria for intake. It is nice to learn new things to enhance our program.” — Sharon
  • “Dr. Fisher has great shelter management guidance; clear, practical tips; more Dr. Fisher would be helpful.” — DAVID



View our Animal Welfare Webinar  Schedule and Recordings



This webinar has been certified by the National Animal Care & Control Association and is approved for 1 Continuing Education Unit. Please refer to your NACA membership portal for current CEU submission process. Current NACA Members who attend the live presentation or watch the recording will be able to download a jointly issued attendance certificate that includes the National Animal Care & Control Association logo. Visit the NACA training page for a complete list of future trainings.





Additional Resources
3 years ago
After the Webinar: Enhancing Your Managed Intake Process. Q&A with Dr. Josh Fisher
Webinar presenter Dr. Josh Fisher answered a number of your questions after his presentation, Enhanc […]
4 years ago
Leading the Chaos
In arenas that deal with emergency response and public safety, it is best to be prepared for things […]
5 years ago
Creating and Managing Organizational Change: An Interview with Dr. Jeff Fox, PhD
While a natural part of life, change can still be a challenging - even frightening -- thing for peop […]
5 years ago
Strategic Planning as a Management Philosophy
Creating a long-term and sustainable strategic plan can be one of the challenges for institutions […]
6 years ago
Leadership Through the Self-Fulfilling Prophecy
Self-fulfilling prophecy (SFP), when used positively, can assist us in manifesting our intentions an […]