Business Structure & Leadership

1. Business Overview

Eddie's Doggy Daycare Limited is a licensed dog daycare provider operating under the Animal Welfare (Licensing of Activities Involving Animals) (England) Regulations 2018. The business provides supervised daycare services for dogs across the Harlow site, with a focus on welfare-led group socialisation, enrichment, and professional care.

2. Organisational Structure

The business operates under a clear three-tier management structure designed to ensure that operational decisions can be made efficiently at site level, while strategic oversight and compliance remain the responsibility of the Owner.

3.1 Owner

Edward Kirwan holds overall responsibility for the business, including strategic direction, final decision-making authority, licensing compliance, and oversight of business performance. As the licence holder, Edward is the named responsible person under the 2018 Regulations and retains ultimate accountability for all welfare and compliance matters.

3.2 Site Managers

The Site Manager share responsibility for the day-to-day management of the site. Each manager has a defined area of focus, although both are trained and competent to manage all aspects of operations when required.

3.2a Administrative Oversight (Non-Management)

Emma is a Daycare Assistant who also oversees and supports administration across the site — including compliance documentation, scheduling, communications, and operational coordination of paperwork. Emma is not a Site Manager, holds no delegated management authority, and is not an escalation point for operational, welfare, or safety decisions. Administrative queries are routed to Emma; all management and welfare matters go to Jodee or the Owner.

3.3 Daycare Assistants & Drivers

Daycare Assistants form the operational backbone of the business. They are responsible for the hands-on care, supervision, and transport of dogs attending daycare. All Assistants are trained to a consistent standard across the site and are expected to demonstrate competence in all core operational areas before working unsupervised.

1. Our Core Values

1. Welfare First

The welfare of every dog in our care is the highest priority at all times. Every decision made by any member of staff — from group management to enrichment choices, from transport procedures to communication with owners — must be guided by what is best for the dog. Where there is any conflict between welfare and convenience, efficiency, or customer preference, welfare always takes precedence.

2. Professionalism

All staff represent Eddie's Doggy Daycare in every interaction — with dogs, with customers, with colleagues, and with the public. Professionalism means arriving on time, wearing appropriate clothing, using approved communication channels, following procedures consistently, and maintaining a calm, respectful demeanour at all times.

3. Teamwork & Support

Eddie's Doggy Daycare operates as a team. No individual works in isolation, and the success of the daycare depends on every staff member supporting their colleagues. This means communicating clearly, sharing workload fairly, stepping in when help is needed, and maintaining a positive, supportive atmosphere across the site.

4. Accountability

Every staff member is responsible for their actions, their decisions, and the standard of care they deliver. Accountability means following procedures without shortcuts, reporting incidents and concerns honestly, accepting feedback constructively, and taking ownership of mistakes as opportunities to learn and improve.

5. Continuous Improvement

The daycare environment is dynamic, and our understanding of dog behaviour, welfare science, and best practice continues to evolve. All staff are expected to engage with ongoing learning, contribute ideas for improvement, and embrace changes to procedures when they are introduced for the benefit of the dogs, the team, or the business.

2. Professional Expectations

1. Role Overview

Daycare Assistants are the operational backbone of Eddie's Doggy Daycare. They are responsible for the hands-on care, welfare monitoring, enrichment delivery, transport, and supervision of all dogs attending daycare. The role requires a combination of physical capability, emotional intelligence, dog handling competence, and professional conduct.

2. Core Responsibilities

3.1 Dog Collection & Transport

Daycare Assistants who hold driving responsibilities are required to collect dogs from customers' homes each morning and return them safely each evening. This includes safe vehicle operation, customer key handling, route adherence, and welfare monitoring throughout the transport journey. Full procedures are detailed in Section 4.2.

3.2 Welfare Monitoring & Supervision

All Assistants must conduct continuous welfare monitoring throughout the daycare day. This includes observing body language, stress indicators, physical health, feeding and water intake, behaviour during play and rest, and any changes from a dog's normal presentation. Formal welfare check points are defined in SOP 4.4.1.

3.3 Enrichment & Activity Delivery

Assistants deliver enrichment activities under the direction of the Manager on duty. Enrichment at Eddie's is primarily social — focused on safe group interaction, confidence building, and calm co-regulation — supplemented by mental stimulation activities such as scatter feeding, puzzle feeders, and sniff-based activities. Full guidance is provided in SOP 4.5.1.

3.4 Cleaning & Hygiene

Maintaining impeccable hygiene standards is a fundamental part of the role. Assistants are responsible for morning hygiene checks, midday spot cleaning, end-of-day full cleans, vehicle cleaning, and infection control procedures when required. All cleaning must be conducted in accordance with SOPs 4.3.1 through 4.3.8 and COSHH requirements detailed in Section 3.8.

3.5 Customer Interaction

Assistants interact with customers during collection and drop-off and must represent the business professionally at all times. Positive updates may be shared, but all behavioural or welfare concerns must be communicated only through Managers in accordance with Section 4.8.

3.6 Record Keeping & Communication

Accurate and timely record keeping is essential. Assistants must complete welfare logs, cleaning records, incident reports, and daily communication through approved channels. Records support licensing compliance and protect both the dogs and the business.

3.7 Social Media Content

Assistants may be asked to capture photos and videos of dogs for business social media channels using work phones only. All content must be reviewed and approved by a Manager before posting, in accordance with SOP 4.8.5.

3. Compliance

All Daycare Assistants are required to follow the procedures and standards set out in the 2018 Animal Welfare Licensing Regulations and this Operations Hub at all times. Failure to do so may result in retraining, performance management, or disciplinary action.

1. Core Competencies

2.1 Dog Handling & Behaviour Awareness

All staff must demonstrate confidence and competence when handling dogs of all breeds, sizes, and temperaments. This includes the ability to read canine body language accurately, recognise early signs of stress, arousal, fear, and aggression, and respond appropriately using approved handling techniques. Staff must be able to manage dogs calmly and safely in a variety of situations, including during transport, group play, separation, feeding, and emergencies.

2.2 Communication Skills

Clear, professional, and structured communication is essential. All staff must be able to communicate effectively with colleagues, managers, and customers, using the approved format for incident and issue reporting (Issue → Action Taken → Proposed Solution → Decision Needed). Written communication, including welfare notes, incident reports, and daily logs, must be factual, objective, and professional.

2.3 Situational Awareness

Staff must maintain awareness of their surroundings at all times, including group dynamics, environmental conditions, potential hazards, and the behaviour of individual dogs within the group. This awareness enables early intervention, prevents incidents, and supports proactive welfare management.

2.4 Physical Capability

The role of Daycare Assistant is physically demanding. All staff must be able to work outdoors in all weather conditions, stand for extended periods, walk and manage multiple dogs simultaneously, lift and carry dogs safely using correct manual handling technique, and perform cleaning and physical tasks throughout the day.

2.5 Procedural Compliance

All staff must demonstrate the ability to follow Standard Operating Procedures accurately and consistently. This includes opening and closing procedures, transport SOPs, cleaning protocols, welfare monitoring requirements, and emergency procedures. Staff must not undertake tasks for which they have not been trained and signed off as competent.

2.6 Teamwork & Initiative

Staff must work collaboratively and supportively within the team, sharing information, workload, and responsibility for welfare outcomes. At the same time, they must demonstrate appropriate initiative — taking action within the scope of their training to address welfare concerns, report hazards, and support the smooth running of the daycare day.

2. Competency Assessment

Competency is assessed through the structured training and sign-off process detailed in Section 6.4. Staff are not permitted to work unsupervised in any area until they have been formally assessed and signed off as competent by their trainer or manager.

1. Physical Demands

Working at Eddie's Doggy Daycare is physically demanding. The role requires sustained physical activity throughout the working day, in all weather conditions, and across varied terrain including grass, shingle, concrete, and barn environments.

2.1 Mobility & Endurance

All staff must be able to walk, stand, and move around the site for extended periods without support. The role involves frequent bending, crouching, and reaching, particularly when interacting with smaller dogs, setting up equipment, cleaning, and performing welfare checks. Staff must be able to move quickly and confidently when required — for example, during emergency situations or when intervening to manage dog behaviour.

2.2 Manual Handling

Staff are regularly required to lift and carry dogs, equipment, water containers, bedding, and cleaning supplies. All lifting must be performed using correct manual handling technique in accordance with training provided during induction. Dogs must never be allowed to jump from heights (including vans and crates), which means staff must be physically capable of lifting and placing dogs safely.

2.3 Outdoor Working

The majority of the working day is spent outdoors. Staff must be prepared to work in all weather conditions, including heat, cold, rain, wind, and snow. Appropriate clothing and PPE are provided or required as detailed in Section 4.10.

2.4 Reasonable Adjustments

Eddie's Doggy Daycare is committed to making reasonable adjustments for staff with disabilities or medical conditions, in line with the Equality Act 2010. Any staff member who requires adjustments should discuss their needs with their Manager in confidence, and appropriate arrangements will be made where reasonably practicable without compromising dog welfare or staff safety.

1. Management Team

Administrative Support (Non-Management): Emma — Daycare Assistant who oversees and supports administration across the site. Emma is not part of the management team and holds no delegated management authority.

2. Reporting Structure

The reporting structure at Eddie's Doggy Daycare is designed to be simple and clear, ensuring that every member of staff knows who to report to and who is responsible for decision-making at each level.

3. Decision-Making Hierarchy

4. Site Assignment

The Site Manager is responsible for consistent leadership at the Harlow site. Cover arrangements during absence are handled by the Owner or a designated senior staff member.

5. Driving & Admin Structure

Jodee and the Owner drive morning and evening routes on most days. During these driving windows, Edward Kirwan (Owner) provides remote operational oversight via approved communication channels. Emma manages administration, scheduling, and compliance documentation, ensuring operational coordination across the site.

Fridays are designated as protected Admin Days for Managers, covering compliance reviews, welfare log audits, training delivery, rota planning, incident follow-up, customer administration, and vehicle compliance checks.

6. Manager Role Definitions

7.1 Edward Kirwan (Owner)

Edward retains overall responsibility for the business, holding the animal activity licence and acting as the named competent person. His responsibilities include maintaining the compliance framework across the site, overseeing the transport operation, delivering and signing off training programmes, supporting Managers with complex decisions, and conducting regular site visits and audits.

7.3 Jodee — Operations & Welfare Standards Manager

Jodee leads all operational standards, dog welfare, and compliance across the site. Her primary responsibilities are welfare monitoring, behaviour escalation, dog grouping decisions, SOP compliance, cleaning and hygiene standards, licensing readiness, emergency procedure maintenance, and COSHH and safety compliance. She is the first point of escalation for all welfare concerns, compliance queries, and inspection-related matters. She holds a Level 3 OFQUAL qualification in dog daycare, making her the business's primary competent person for welfare and licensing knowledge. Jodee does not hold primary responsibility for staff HR matters, disciplinary processes, rota planning, or customer complaints — these sit with the Owner. Jodee reports directly to the Owner and submits a weekly KPI report covering Operational and Welfare metrics by 18:00 every Sunday.

6a. Administrative Oversight — Emma (Non-Management)

Emma works as a Daycare Assistant on site and additionally oversees and supports administration across the site, including compliance documentation, scheduling, communications, booking coordination, and day-to-day administrative support. She is the first point of contact for administrative queries and helps Site Managers stay on top of the paperwork generated by site operations. Emma is not part of the management team, holds no delegated management authority, and is not an escalation point for operational, welfare, safety, HR, or disciplinary matters — all of which sit with Jodee or the Owner. Emma reports to the Manager on duty for her Daycare Assistant work, and to the Owner for administrative oversight.

7. Manager Communication Protocol

All manager communications regarding operational matters must follow the structured reporting format to ensure clarity, accountability, and effective decision-making.

Escalation Routes

1. Leadership Standards

Managers at Eddie's Doggy Daycare are expected to lead by example in every aspect of their role. This means consistently demonstrating the standards they expect from their team, maintaining composure under pressure, and prioritising the welfare of dogs and the wellbeing of staff above convenience or personal preference.

2.1 Proactive Problem Solving

Managers must anticipate potential issues before they arise and take preventative action. This includes reviewing welfare logs proactively, addressing emerging behaviour patterns before they escalate, maintaining equipment and supplies before shortages occur, and resolving staff concerns before they affect performance or morale.

2.2 Clear & Consistent Communication

Managers must communicate clearly, honestly, and consistently with all staff. Instructions must be specific and achievable, feedback must be constructive and timely, and expectations must be applied equally across all team members. Managers must never respond to queries with "I don't know" without then seeking the answer and communicating it promptly.

2.3 Accountability & Ownership

Managers are accountable for the performance of their site and their team. This means taking responsibility for outcomes, addressing underperformance constructively, reporting incidents honestly, and escalating concerns appropriately rather than avoiding difficult conversations.

2.4 Welfare-First Decision Making

Every decision made by a manager must be guided by the welfare of the dogs in our care. Where there is any conflict between welfare and operational convenience, customer preference, or commercial pressure, welfare must always take precedence. Managers must be prepared to make unpopular decisions — such as refusing a dog, restricting attendance, or closing early — when welfare demands it.

2.5 Team Development

Managers are responsible for developing their team's skills, knowledge, and confidence. This includes delivering training effectively, providing regular feedback, supporting professional development, and creating an environment where staff feel confident to ask questions, report concerns, and suggest improvements.

2.6 Reliability & Professionalism

Managers must demonstrate the highest standards of reliability and professionalism. This includes punctuality, preparation, appearance, communication, and conduct. Managers who fail to meet these standards undermine the expectations they set for their team.

Eddie's Doggy Daycare is in the process of identifying and developing a Senior Daycare Assistant / Supervisor role from within the existing team. This role will provide management cover at the site when Jodee is absent.

The supervisor will be responsible for the shared baseline operational duties — opening, closing, daily briefing, welfare monitoring, incident management, and compliance checklists — but will not hold specialist management accountability.

Formal escalation during cover shifts goes to the absent manager remotely, or to the Owner where the matter requires it.