In 2012 D’Arpino et al. (2012), The Center for Shelter Dogs at the Animal Rescue League of Boston, asked 13,000 shelters and rescue groups to complete an online survey describing their methods for collecting behavioral information about their dogs. Out of the 13,000 shelters and rescue groups, 1300 responded to the survey (10% response rate). Eighty-two percent reported that they collected behavioral information through a verbal conversation with the people who surrendered their dog, 75% obtained information from daily unrecorded staff observations of the dog, 64% used information from an intake questionnaire, 40% employed daily recorded staff observations, and only 28% conducted a formal behavioral evaluation (Figure 6.1).

Shelters make decisions on which methods of collection of behavioral information to employ depending on several factors: whether they are open admission or limited admission, whether they follow the “no-kill” philosophy, the number of dogs they need to handle, the number and competence of staff, community and board acceptance of dogs with various behavioral problems, available resources (such as access to behavioral experts for behavior modification), available space to humanely house dogs with behavioral problems, and the availability of owners who can safely manage dogs with behavioral problems.

In general, open admission shelters that often are required to house every dog in spite of health or behavioral issues handle more dogs than limited admission shelters that often do not house dogs with previous health and behavioral issues. In addition, many shelters and rescue groups label themselves as “no-kill” in that they adopt all animals who by their definition are “adoptable” or if they have behavioral or medical issues that are treatable or manageable. Each type of shelter chooses the type of behavioral collection depending upon their specific needs. For example, an open admission municipal shelter with limited staff and budget may only be able to do a brief medical/behavioral exam on their healthy looking dogs. A privately funded limited admission shelter may choose to collect behavioral information from both the behavioral history obtained at intake and from a formal behavioral evaluation, and then choose to administer a behavioral modification program and counsel adopters before and after adoption. Rebecca Ledger (Center for Shelter Dogs 2014) has referred to the tools and the decision making process that each shelter uses as case management, considering all of the factors that need to be taken into account when making a placement decision. The Center for Shelter Dogs’ Match-Up II Shelter Dog Rehoming Program contains a triage section to help shelters collect all of the relevant behavioral information about each dog and consider its value for making rehabilitation and placement decisions. For example, information is collected for each dog from an intake questionnaire, from the Match-Up II behavioral evaluation and from observations of the dog’s behavior while housed in the shelter and given points as a measure of the risk of each behavior and behavioral problem (Animal Rescue League 2011). Recommendations are suggested for behavioral modification and counseling programs to ease the matching process between dog and adopter. As every shelter is different according to size, resources, community expectations, philosophy, and design, each dog is treated as an individual in terms of behavior and needs.

The intake process

Information about a dog’s behavioral history can be collected either through a questionnaire or interview that can be completed before or at the time of surrender. Some shelters schedule surrender appointments during which the information can be collected. According to the survey of 1300 shelters cited above (D’Arpino et al. 2012), 64% collected behavioral information at intake through written questionnaires and 82% relied on verbal conversations with owners.

The volume of dogs that a shelter handles, combined with available staff, influences the type of intake process a shelter decides to use. As mentioned already, open admission shelters take in every surrendered animal, regardless of information obtained at intake. In general, they deal with large numbers of dogs and rarely have time for extensive interviews. Limited admission shelters do not accept every animal and may refuse some based on their behavioral or medical history. Many limited admission shelters offer a referral service to other rescue groups or a euthanasia service for animals that they do not think can be safely or humanely placed. In general, limited admission shelters handle fewer dogs and often have the time to set up interviews with people who relinquish their animals.

No matter which method shelters use to collect behavioral information at intake, strong emotions, associated with the act of surrendering an animal and potential biases on the part of shelter workers, may render the information obtained not entirely accurate. In their study describing the perspective of those relinquishing an animal, DiGiacomo et al. (1998) found that most individuals and families struggle for an extended period of time with the decision to give up their pet. Due to their discomfort, they found that most prior owners abbreviate the reasons for relinquishment on the intake paperwork. The actual, often more complicated, reasons were uncovered during interviews with the researchers.

Segurson et al. (2005) conducted a study in which they compared behavioral history questionnaires completed by two groups of people who were surrendering their animal to an animal shelter, one who was told that the information they provided would be confidential while the other group was told that the information would be used to make adoption decisions. The authors found that owner-directed aggression and stranger-directed fear were more commonly reported by the group who thought that their answers were confidential than by those who thought their answers would be used. However, the authors also found that there was no difference between the two groups for reporting other common behavioral problems such as stranger-directed aggression, fear of other things besides people, separation anxiety, inter-dog aggression and fear. It was concluded that although the questionnaire sometimes provided inaccurate information, it was still a useful tool to evaluate the behavior of relinquished dogs.

In another study, which rated relinquishing owners’ ability to predict behavioral problems in shelter dogs after adoption, Stephen and Ledger (2007) compared responses on a behavioral history questionnaire completed by relinquishers at intake to adopters’ responses to the same questionnaire at 2 weeks and 6 weeks after adoption. The researchers found significant correlations between the information obtained at surrender and information obtained from adopters either at 2 or 6 weeks or both, for fear of and aggression to the veterinarian, anxiety when left alone, chewing furniture, sexual mounting, stealing food, aggression toward unfamiliar dogs, and aggression toward unfamiliar people. The other behaviors they followed such as lack of attentiveness toward the owner, excitement, fear of unfamiliar people, fear of unfamiliar dogs, and excessive vocalization did not correlate significantly. The reasons they gave for lack of correlation included an enduring reaction to the stressful kennel experience, poor reliability of owner information, the unfamiliarity of the new home and variable owner, and household characteristics in the homes. They concluded that overall, the information provided by relinquishing owners is of value in determining the behavioral problems that are likely to arise in the new home and allows staff to better match the dogs to adopters and implement behavioral modification and counseling.

In an effort to increase the predictability of information collected at intake, The Animal Rescue League of Boston has owners sign the following release after they have completed their intake questionnaire:

The following questionnaire provides us with information about how your dog behaved in many different circumstances while he or she was living with you. Because your dog is likely to behave in similar ways in his new home, this information will help us find the most suitable home for your dog and to effectively counsel the new family. Your open and honest answers are very necessary and appreciated so that we can do careful and successful adoptions.

By signing below, I certify that the information I am about to provide is accurate and truthful to the best of my knowledge.

Although it is difficult to know if this method has increased the accuracy of owner’s reports at intake, the staff feels that when a person needs to sign the form when relinquishing their animal, they are likely to be more honest. The staff has also noticed that since the release has been implemented, the people that surrender their animals fill out the intake form more completely.

The experience of surrendering an animal is often extremely stressful and upsetting not only for the animal but also for the person surrendering the animal and the shelter staff. Many shelters have instituted programs designed to reduce the stress of the intake experience. Separating those visiting the shelter for the purpose of surrendering an animal from the people visiting for adoption purposes is believed to reduce overall stress levels for both relinquishers and staff. Arranging surrender appointments also reduces crowding and relieves the stress associated with waiting. Conducting the intake evaluation and completing necessary paperwork in a private location, away from waiting people and animals, may also reduce anxiety. Alternatively, sending intake forms by e-mail or mail in advance allows relinquishers to complete the required information on their own time and in privacy, without the perceived rush of being at the shelter.

In their passion to protect the welfare of animals, shelter workers sometimes harbor misconceptions about the causes of animal surrender. They sometimes feel that if owners cared more, they would never give up their animal, leading to a subtly accusatory and judgmental attitude on the part of the staff. However, as DiGiacomo et al. (1998) have pointed out, the reasons for surrender are not so simple. Educating staff about the many complicated reasons for animal relinquishment and training them to be more understanding and helpful are likely to reduce stress and promote accuracy in behavioral reports given at intake.

The words that are used to ask questions during intake also affect how people respond. First and foremost, the words used must be easy to understand by most people. Experts suggest that the reading level should be geared toward 12-year-olds. Shabelansky in a Center for Shelter Dogs study (2012) that reviewed intake forms from the Animal Rescue League of Boston and other shelters found that most people did not understand the meaning of the word lunge, and they misinterpreted the word as “aggression.” In fact, even when people confirmed that their dog displayed specific aggressive behaviors including showing teeth, growling, or snapping, they denied that their dog was aggressive. Not surprisingly, non-native English speakers are even more likely to misunderstand questions asked during an intake interview. To remedy this situation, some shelters have translated their intake forms into other common languages.

Objective wording, using the description of observed behaviors rather than subjective or opinion-based wording, is more likely to result in more accurate responses. For instance, wagging tail, licking person, growling and jumping up are specific behaviors that are easily understood by most people. In contrast, “happy,” “sweet,” or “dominant” are personality attributes or descriptions of emotional states that are more subjective and can have a variety of meanings, depending upon the individual.

Questionnaires tend to include both closed-ended questions, where choices are given to pick from for answers and open-ended questions where the respondent is free to answer in his or her own words. Closed-ended questions supply more specific answers. For example, when owners are asked if their dog growls or shows teeth when he or she is touched while eating, it is easily understood and easy to answer yes or no. However, if the owner is asked the open-ended question “What does your dog do when he or she is touched while eating,” the owner may answer nothing if he or she has never been bitten and has not noticed the dog showing teeth or growling. On the other hand, although open-ended questions are less specific, they are also are less threatening and are useful when an unrestrained response is needed. For example, if a shelter wanted to know why an owner was relinquishing the dog, an open-ended question would be asked: “Why are you relinquishing your dog?” The question is asked open ended so that it is non-judgmental and owners are free to give reasons that may not have been thought of by the questionnaire designers. In general, closed-ended questions take less time to complete than open-ended questions, so may be easier choices for busy shelters. However, although open-ended questions may result in the collection of information that needs to be sorted through, the answers are likely to be richer and more informative. It is best to use a combination of closed-ended and open-ended questions. The proper balance can be determined after the various questions are tested.

Best practices for collecting behavioral information at intake

1. Make every effort to reduce stress for animals, owners, and staff alike.
   
2. Schedule intake appointments to make sure that staff and owners have time to complete the evaluation.
   
3. Prepare a quiet, private place (shelter or home environment) for relinquishers to complete forms and answer interview questions.
   
4. Place animals in a quiet secure place while their owners fill out forms.
   
5. Train staff to understand the practical and emotional complexities of animal surrender and encourage them to adopt a non-judgmental attitude.
   
6. On intake questionnaires, use terms that are understandable by the majority of owners surrendering their animals. Experts recommend that the questions should be easily read and understood by a 12-year-old (David Streiner, PhD, pers. comm.). If necessary, the forms can be translated for non-native English speakers.
   
7. Make questions objective and specific on intake questionnaires. Avoid subjective questions. Describe specific behaviors such as wag and jump up, rather than emotional states such as happy or sad.
   
8. Use a combination of open-ended and closed-ended questions. Use closed-ended questions when specific responses are required (e.g., “Does your dog growl, show teeth, snap, or bite when petted while eating”) and open-ended questions when a dialogue is preferred (e.g., “Why are you relinquishing your pet?”).
   
9. View each dog, owner, and relationship individually. Avoid making generalizations based on breed, location, color, etc.

Behavioral evaluation

After collecting information about a dog’s behavioral history, a behavioral evaluation is the next step in learning about an individual dog’s behavioral tendencies.