A02: Tour Back Up and Gate & Vehicle Operation

• Once you have received your PIN you must clock in when you arrive and clock out when you leave for the day using one of the time tracking stations.  Your first 4 visits will be tracked manually. If by your 5th visit you have not received a PIN, log your hours using the On-site Missed Clock In Form on the BigCatRescue.me site. 

• Prior to the start of any volunteer shift the Important Updates page of the Big Cat Rescue Workplace must be checked for important information such as rule changes, cat information, scheduled events, etc.

• Volunteers must also verbally check in and out with the coordinator in order to receive work assignments and so that the coordinator can keep track of the volunteer’s progress as well as who is on property.

• You must carry a BCR issued radio with you at all times while on the property and ensure that the radio is turned on and tuned to Channel 1. Each volunteer is responsible for keeping his or her radio in good working order. You will have to turn in your car keys in order to receive a radio at the beginning of your shift, and turn the radio back in at the end of your shift in order to receive your keys back.  Radio transmissions on Channel 1 should be kept to a minimum. If more detail must be discussed use Channel 2.

GATE POLICIES

There are four main gates that every volunteer should be aware of; Main Entrance Gate, White Gate, Keeper Gate, and Tour Entrance Gate. The Main Entrance Gate is the drive through black gate that allows access to the parking lot from Easy Street. The White Gate is the drive through gate in the back corner of the parking lot near food prep that allows access to the animals and keeper parking.  The Keeper Gate is a pedestrian gate to the right of the White Gate that allows access to the same area.  The Tour Entrance Gate is the wooden gate in the Tour Waiting Area behind the gift shop. This gate allows access to the tour path.   No volunteer should operate any gate without having completed this class. No gates should ever be forced open. No gate should ever be left open unattended with the exception of the Main Entrance Gate during business hours.

MAIN ENTRANCE GATE

• To open the Main Entrance Gate from inside the property, use an opener or drive a vehicle up to the stop sign. The gate will open inwards towards the parking lot to the fullest extent and then automatically shut after 40 seconds.

• There is a sensor eye on the gate so any object standing in the path of this eye will prevent the gate from closing, however this should not be relied upon. Make sure that the vehicle is completely through the gate and take care to ensure that no one is ever standing in the path of the gate.  Sometimes rain can fool the sensor and trigger the gate to remain open. If the gate is not closing and it is raining shielding the sensor from the rain can remedy this.

• Many objects can trigger the gate to open; this includes golf carts, bikes, scrapers, as well as people. For your safety do not approach and stand in the pathway of the gate when it is closed. If you are speaking to someone that is outside the gate, when the gate is closed, move to the side of the gate and speak through the fence. Never stand in the path of the gate.

• If allowing access to the property or assisting guests leaving the property for multiple vehicles, lock the gate in the open position.

• To lock the gate in the open position, flip the toggle switch located on the motor housing.

• The gate will remain open until the toggle switch is flipped back in the opposite direction. Indicate to the visitors that are accessing the property or leaving the property that it is now ok to pass through the gate.

• To close the gate, flip the toggle switch in the opposite direction, the gate will close after approximately 40 seconds.

• When operating the gate, always make sure it fully closes before leaving the area. Sometimes the gate will not close all of the way or it will close and then reopen. It is very important to ensure that the gate is completely closed before walking or driving away.

• If instructed to shut off the power to the main entrance gate, flip the switch on the post right beside the main power box for the gate.

WHITE GATE

• Keepers arriving in the morning to volunteer will either be met by a coordinator that will open the White Gate or the volunteer must announce over the radio that they are at the White Gate and a coordinator or another keeper will open this gate for them.

• To open the White Gate from inside the animal side of the property, use an opener, the scraper hanging on the telephone pole in front of Food Prep or drive a vehicle up to the gate. The gate will open to the fullest extent to the side and then automatically shut after 30 seconds.

• There is a sensor eye on the gate so any object standing in the path of this eye will prevent the gate from closing, however this should not be relied upon. Make sure that the vehicle is completely through the gate and take care to ensure that no one is ever standing in the path of the gate.  Sometimes rain can fool the sensor and trigger the gate to remain open. If the gate is not closing and it is raining shielding the sensor from the rain can remedy this.

• Many objects can trigger the gate to open; this includes golf carts, bikes, scrapers, as well as people. Be careful when walking to and from the Cat Hospital, cleaning shed, or Food Prep with metal objects and be aware if something does set off the gate to open and stay to wait for the gate to shut.

• When operating the gate, always make sure it fully closes before leaving the area. Sometimes the gate will not close all of the way or it will close and then reopen. It is very important to ensure that the gate is completely closed before walking or driving away.

KEEPER GATE

• The Keeper Gate is a pedestrian gate located to the right of the White Gate in the corner.
• This gate should be used instead of the White Gate whenever possible to avoid over use of the drive through gate. 
• The Keeper Gate has one-way access.  It is unlocked if passing through from food prep to the parking lot and is locked if passing through from the parking lot to food prep. 

• If access is needed from the parking lot the volunteer must ask over the radio if someone can open the Keeper Gate and a coordinator or another keeper will open this gate for them.

TOUR ENTRANCE GATE

• When on the animal side of the property the gate can be opened to enter the tour waiting yard without a key, once the gate is closed behind you it automatically locks and access back into the animal side of the property requires a key.

• Always check to make sure that the gate has shut completely and is locked before walking away.

• A key to open the Tour Entrance Gate is located on a lanyard in the Trading Post Gift Shop.

• If you require access to the animal side of the property request access or permission to use the key from your coordinator.

• The gate must never remain unlocked while unsupervised, not even for a minute.

• Guests may have access to the parking lot, gift shop, and tour-waiting yard and leaving the gate unlocked and unsupervised could result in a guest entering the animal side of the property unescorted.

GATE CODES, OPENERS, AND KEYS

• If you are given the gate code, opener, or key it is to be used for your access only and for approved purposes.
  

• Do not share this gate code, opener, or key with any other person including other volunteers or staff members.
  

PROPERTY ACCESS POLICIES

• A Trainee cannot allow access to the property without approval from a coordinator or staff member. Follow verbal instructions or restrictions for special circumstances.

• Guests are encouraged to arrive up to 15 minutes prior to the start time of a scheduled tour.

• If a guest arrives and claims to have an appointment with someone, politely ask the guests to give you a few minutes to contact that person. Go to another area where the guest can not hear you and call that person over the radio, on the phone, or go find that person and let them know that a guest is waiting for their scheduled appointment.

• All persons granted access to the property must complete a Release and Hold Harmless Agreement Form even if it is a return visit. 

• If you do not recognize someone on the property as a volunteer or staff member, politely ask if you can help him or her.  Explain that a volunteer or staff member must escort them at all times.  Lead them to the Gift Shop and alert a Coordinator, Staff or Committee Member.

• Wild animals as well as feral cats live on Easy Street, it is very important that we respect them and drive no faster than 10 mph, as well as yield to on-coming traffic.

GUEST SIGN-IN POLICIES

• You are the first person that a guest will see and therefore you are the first impression that guest will have with regards to their experience at Big Cat Rescue.  As a representative of the sanctuary it is important that you make a great impression. Exceptional customer service is very important.

• Be observant of when guests arrive.  If chatting with other volunteers, cease your conversation with the volunteer and turn your attention to the guest.  Guests are always the top priority when assigned to tour sign-in, as a back up for the tour, or to the gift shop.

• Greet guests as they arrive with a smile and be friendly to them.  Welcome them to Big Cat Rescue and politely direct them to where they need to go.  Think about how you address guests.  There are two ways to ask someone to sign in; “You need to sign in over here” or “Please come this way and let me help you get signed in”  the latter being the desired greeting.

• All persons granted access to the property must complete a Release and Hold Harmless Agreement Form even if it is a return visit.  The volunteer conducting sign-in is responsible for ensuring that all info is completely filled in.

• After completing the form guests must wait in an approved area for their Tour Guide. This would be inside the Trading Post Gift Shop, in the Tour Waiting Area, or any other location approved by a coordinator or staff member. Guests may not roam the property unescorted.

TOUR BACK-UP POLICIES

BACKING UP A TOUR

• Be in the parking lot ready to greet guests 30 minutes prior to the tour start time (or earlier if instructed over the radio). You may be asked to assist with parking, sign in, or check out prior to starting your tour.

• Wear clean and appropriate clothes. Always bring a clean change of clothes in case you get dirty or wet before the tour.

• Cell phones must be left behind, turned off, or muted.

• Follow behind the last tour guest either on foot or golf cart (if driving disabled guests) and monitor all guests between the yourself and the Tour Guide. When the Tour Guide comes to a stop, position the golf cart so the riding guest can see the cat, engage the brakes, and get off of the golf cart so that you can best monitor the tour guests.

• Ensure each guest is following the rules and prevent guests from wandering or lingering back during the tour in a polite and friendly manner.  (Tours should be kept together in a tight group so that each guest can be effectively monitored.)

• Assist the Tour Guide with enforcing the three-foot rule with guests on the tour. All of the barricades are three feet or more from the enclosures; guests should not be permitted to lean on or reach over the barricades (this includes the memorial walls.)

• Refer all questions to the Tour Guide and assist the guest in having their questions heard.

• Refrain from chat with guests during the tour to avoid interrupting the Tour Guide’s message and being distracted from your task of ensuring the safety of the guests.

• Monitor radio transmissions for important announcements and relay any emergency transmissions or critical announcements (tour path areas to avoid etc.) to the Tour Guide.

• If a volunteer or staff member is on a golf cart headed down the same path as the tour, politely ask that the tour guests move to one side of the path to make room for the golf cart to pass and then thank the guests for making room.

• Always smile and be courteous when addressing the tour guests.

• Follow all instructions given by the Tour Guide.

• The Tour Guide and Back-Ups are responsible for all of the guests until they leave the property.

• Tour Back-Ups should not eat, take photos, or talk on the phone while backing up a tour.

MANAGING HOSTILE GUESTS

• If a guest becomes disruptive or hostile the volunteer, intern, or staff member has several options. 

•  If the tour guide is unaware of a hostile guest, the tour back up should bring it to the guides attention. 

• The tour guide may announce to the tour that due to the person’s conduct the entire tour group must return to the gift shop or the nearest access gate to the parking lot to escort the guest off property after which the tour will resume. 

•  The tour guide or back up may call on the radio for a “Coordinator Check” and specify the location, which is code alerting the coordinator that there is a disruptive guest (this is also code for a human first aid emergency as taught in the first aid class. Using the call “Coordinator Check” specifies to the coordinator that there is an emergency that requires immediate response.)  

•  The coordinator may then escort the guest off the property. 

•  Depending on the severity of the disruption and the instincts of the volunteer, intern, staff member, or coordinator, 911 should be called. 

• If 911 is called from a land line, after dialing, the phone may be left unattended off the receiver so the caller can get back to the disruptive guest or situation. Police will automatically be dispatched to the location even if the caller does not speak to the operator. 

•  If 911 is called from a cell phone, the caller must give the operator the address to which the police should be dispatched to. 

•  The disruptive guest should be notified that the police have been called (even if they have not, it may be a good tool to use to get the guest off the property) then the guest should be escorted to their car and asked to leave the property. 

•  In any instance of a disruptive guest, the tour guide should begin walking their group back to the gift shop or nearest access gate to the parking lot. Standing in one place and continuing the confrontation should be avoided. 

•  If police are called to the property and the disruptive guest is refusing to be escorted back to the gift shop or the parking lot, gift shop staff or volunteers should request the location of the disturbance on the radio and then escort the police to the location.

Vox System

• The Vox System is an automated tour system that allows the tour guide to play the cat’s rescue stories and species information via a smart device.  The guests hear this information using provided ear buds. 

• Tour guides should not give a spoken tour unless there are no more Vox Systems available. 

• Each tour guide and back up are assigned a number that corresponds with one of the Vox Systems that is stored in its own bin in the gift shop.

• While the tour guide gathers their guests, the back up should retrieve their Vox System storage bin and bring it to the Tour Waiting Area.

• The Vox transmitter and receivers must be checked to ensure they are tuned to the correct channel which is indicated on the top of the storage bin.

• Each guests as well as the back up should receive a lanyard with a Vox receiver and a set of new disposable ear buds. (back Uups are encouraged to keep their ear buds for future use so new sets do not need be used.)

• Once every guest has their Vox receiver the tour guide should ensure that they are working properly.

• The tour guide will then go over the rules while the back up takes the Vox System storage bin back into the gift shop.

• If it is raining each Vox receiver should be protected with a zip-lock bag and the tour guide should wear a poncho to protect their Vox transmitters.

• At the conclusion of the tour the tour guide will hold the Tour Entrance Gate open and retrieve the Vox receivers from each guest that comes through gate while thanking them for visiting.

• Once every guest has entered the Tour Waiting Area and the Tour Entrance Gate is closed the tour guide and/or the back up must retrieve the correct Vox System storage bin as well as a set of clean lanyards and bring to the Tour Waiting Area.

• Each Vox receiver and transmitter should be checked to ensure they are in the off position and the used lanyards should be replaced with clean lanyards.  The used lanyards should then be placed in the provided cleaning receptacle.  Ear buds should also be replaced at this time so the Vox System is ready to go for the next tour.

• The prepared Vox System storage bin should be put back in it’s place in the Gift Shop and the smart device should be plugged back into the charger.

• Treat all children equally and show the same level of attention to all in the group.

• Always stay within view of the group. Never isolate yourself with a child.

• If a child needs to be escorted away from the group for any reason always have two adults accompany the child. 

• When in their presence use child appropriate communication. Don’t make profane or sexual comments or gestures within the vicinity of youth.

• If necessary, only touch children in “safe” places such as the shoulders, arms and hands and always be aware of the child’s reaction.

• When a child needs first aid always have another adult present. Never remove the child’s clothing. Notify the coordinator if a child has been hurt. Do what you can to keep the child calm and comfortable until the parent arrives. If the injury is serious and requires immediate medical attention call the sanctuary coordinator who will take appropriate action.

• If a situation requires the use of discipline, NEVER use physical discipline or force. If behavioral difficulties arise inform the coordinator.

• If an emergency situation arises and the child is in danger of injuring him/herself or others every attempt should be made to get the child inside a safe and secure area where he/she can be supervised until the parent/guardian can come and remove the child from the property. Use of verbal commands is always the first and best choice under such circumstances. However, if physical restraint is required to avoid immediate danger (such as the child attempting to approach an animal enclosure beyond a safe proximity) do so cautiously and preferably in the presence of another adult. The Coordinator should be called immediately in this event.

• Tour golf carts are stored under the carport located next to the Volunteer Check In. Keeper golf carts are stored under the carport by Food Prep. A work truck is parked across from Food Prep.

• The keys to the tour golf carts are always kept in the ignition of the carts.  Prior to the use of a tour golf cart the volunteer must gain permission from the coordinator. The keys to the keeper golf carts and work truck are always kept in the ignition.  Prior to the use of a keeper golf cart or work truck the volunteer must gain permission from the coordinator.

• IMPORTANT Always check to ensure the golf cart is unplugged prior to driving. If the cart is not unplugged, unplug it. Ensure that the cord is always hung over the post, hook, or stand so that the plug end is not laying on the ground.  Plug ends can get jammed up with dirt and debris as well as get water in them if they are left lying on the ground which can pose a serious risk of injury to your fellow rescuers.

• Before using golf carts or other vehicles be sure to check that forward, reverse, and the brakes are all working properly.

• The weight limit for the golf carts is 600 lbs. If the hub is rubbing on the tire or covering the upper half of the tire than that is overloading the cart. Please redistribute the weight or take two carts.

• The long flat bed project cart (referred to as Girdie) has a weight limit of two passengers seated in the front.  Only project materials should be towed on the flat bed.  Passengers should not ride on the flat bed.

• The dump truck cart has a weight limit of two passengers seated in the front.  Only project materials, food, caging etc should be carried in the bed.  Passengers should not ride in the bed.

• The black and white golf cart can be used by the Coordinator of day, if the Coordinator is not using it any volunteer may use this cart.

• Objects should not be placed on the roof of the carts unless the cart has a welded metal roof rack.  The plastic roofs of the rest of the carts are not strong enough to withstand any weight on top.

• Drive slowly and be cautious of birds and other small animals in the roads and pathways.

• Driving too fast can create annoying dust and can damage the roads when they are damp by causing potholes.  Driving too fast also puts great stress on the axels and other parts of the golf cart causing damage to the cart.

• Be mindful of the vehicles’ proximity to the barricades as well as any materials being carried on the cart at all times to avoid a collision.

• When driving golf carts with guests ensure that the guests can see the cats and hear the tour guide, if you are the sole back up for a tour and are also driving the golf cart you must park the cart and get off at each stop along the tour path so that you can serve as the back up for the tour.

• Always stop to the side of guests that are standing, never park behind guests. Carts may unexpectedly lurch forward. Always be aware of guests that are standing around the golf cart and politely ask them to step aside for their own safety if necessary.

• If an accident occurs during the use of a golf cart or BCR vehicle notify the Coordinator immediately.

• When putting golf carts away, park under carport, plug in (ensure that the plug is all the way in so the charger activates, you will hear a click or a buzzing sound as well as see lights that light up or a needle that moves up on a gage) and turn the key to the off position. 

• Do not remove the keys from the golf carts, leave in the ignition. 

• Remove all of your tools and trash at the conclusion of using the golf cart.

• As a new volunteer you may be unsupervised in the Gift Shop at times. If a Fed Ex, UPS, or similar shipping truck comes with a delivery please ensure the number of packages corresponds with what is received before signing for them. Check the package to make sure it does not have special requirements like refrigeration. All shipments should be left in the mail receiving room downstairs in the gift shop until the Coordinator can sort though them. Only open packages if instructed to do so by the Coordinator.  Packages addressed to Dr. Boorstein or Dr. Wynn should be given to the Keeper Coordinator immediately to be taken to the Cat Hospital, these packages should never be left unattended.