Staffing, Training & Competency

Shift Coverage

Staff Absence Protocol

Ratios

The staff rota is retained for a minimum of 3 years and evidences the ratio actually held on each operating day.

Recruitment Process

Pre-Employment Requirements

Onboarding Checklist

Probation Period

Mandatory Training (All Staff)

Role-Specific Training

External Qualifications

Training Records

Competency Assessment Process

Key Competency Areas

Sign-Off Requirements

Re-Assessment Triggers

Ongoing Development Activities

Monthly Presentation Programme

Annual Appraisal

Development Records

Performance Expectations

Performance Monitoring

Addressing Performance Concerns

Gross Misconduct

Support Available

Key Principle

⚠️ Dog welfare and business operations must not be compromised due to staff absence. All staff have a shared responsibility to communicate effectively and support the team during absences.

Notification Requirements

Who to Contact

❌ Text messages are NOT acceptable for initial sick notification.

Van & Key Access Protocol

When a driver or staff member with van/key responsibilities calls in sick:

Key Handover Options

⚠️ Failure to make keys available may result in dogs not being collected and customer complaints. This is a serious operational failure.

Communication & Support Expectations

Cover Arrangements

Return to Work

Impact on Pay & Record

Non-Compliance

Failure to follow this procedure, particularly around key handover and communication, may result in:

• Informal warning
• Disciplinary action
• Pay deduction for unauthorised absence

Manager Responsibilities

Training Overview

All staff must complete training on each section of the Operations Hub. Training is delivered over an 8-week induction period with ongoing refreshers.

Training Structure

Phase 1: Foundation Training (Weeks 1-2)

Week 1: Business Structure & Licensing

Assessment Questions:

• Who are the three managers and what are their areas?
• What is the maximum staff-to-dog ratio?
• What records must be kept and for how long?

Week 2: Health & Safety

Assessment Questions:

• What are the daily safety checks?
• Where is the first aid kit and who are the first aiders?
• What PPE is required for chemical handling?

Phase 2: Operations Training (Weeks 3-5)

Week 3: Core Operations SOPs

Week 4: Environment & Specialist SOPs

Week 5: Transport SOPs (Drivers Only)

Non-drivers: Week 5 focuses on advanced dog handling and enrichment.

Phase 3: Emergency Training (Week 6)

Practical Exercises:

• Fire drill participation
• Dog fight scenario walkthrough
• Heatstroke response demonstration

Phase 4: Staffing & Admin (Week 7)

Phase 5: Final Assessment & Sign-Off (Week 8)

Training Sign-Off Checklist

Staff Member Details

Phase Sign-Off Record

Final Sign-Off

Ongoing Refresher Training

Training Materials

Manager Training Requirements

Managers must:

1. Complete all staff training first (Section 6.8)
2. Complete additional manager-specific training
3. Demonstrate ability to train and assess others
4. Pass manager competency assessments

Training Overview

Phase 1: Staff Training Programme (Weeks 1-8)

Complete the full Staff Training Programme (Section 6.8) before progressing to manager-specific training.

Completion Requirement: All phases signed off before proceeding.

Phase 2: Manager Operations (Weeks 9-10)

Week 9: Section 8 — Manager-Specific Operations

Week 10: Advanced Operations & Compliance

Phase 3: Training & Assessment Skills (Weeks 11-12)

Week 11: How to Train Staff

Practical Assessment: Deliver a 30-minute training session on a section of your choice. Receive feedback from Operations Manager.

Week 12: How to Assess Competency

Practical Assessment: Conduct a full competency assessment on a staff member (loading/unloading or opening procedures). Complete all documentation.

Phase 4: Leadership & Performance Management (Week 13)

Practical Exercises:

• Roleplay: Staff member consistently late
• Roleplay: Staff member not following SOP
• Roleplay: Sickness call from driver with keys
• Complete absence management documentation

Phase 5: Final Assessment & Sign-Off (Week 14)

Manager Training Sign-Off Checklist

Manager Details

Phase Sign-Off Record

Competency Sign-Off

Final Manager Sign-Off

Ongoing Manager Development

Manager Toolkit

Manager Standards

Managers must demonstrate:

• Full knowledge of all Operations Hub sections
• Ability to train any staff member on any section
• Ability to assess and sign off competencies
• Professional handling of performance issues
• Accurate record keeping
• Inspection readiness at all times

INDUCTION OVERVIEW

PART 1: BUSINESS & LEGAL FOUNDATION (20 Minutes)

1.1 Welcome & Business Overview (5 mins)

Cover:

• Who is Eddie's Doggy Daycare (the Harlow site)
• Our purpose: Safe, enriching daycare for dogs
• Core values: Welfare first, professionalism, teamwork, reliability

Key Points:

• You represent the business to every customer
• Dog welfare is ALWAYS the priority
• We are a licensed and regulated business

1.2 Your Role & Responsibilities (5 mins)

Cover:

• Daycare Assistant/Driver responsibilities (Section 1.3)
• Required competencies (confidence with dogs, body language, communication)
• Physical requirements (outdoor work, lifting, standing)

Key Legal Point: > "As a staff member, you have legal duties under the Health & Safety at Work Act to take reasonable care of yourself and others, and to cooperate with your employer on safety matters."

1.3 Licensing Requirements (5 mins)

Cover:

• We operate under the Animal Welfare (Licensing of Activities Involving Animals) (England) Regulations 2018
• Our licence sets conditions we MUST follow — failure means enforcement action
• Key conditions staff must know:

1.4 Manager Structure (5 mins)

Cover:

• Jodee — Site Manager (Operations & Organisation lead) — your escalation point
• Edward (Owner) — escalate to if neither manager is reachable
• Emma — Daycare Assistant & Admin Lead (administrative queries only — not a management escalation)

Key Point: > "If you're unsure about ANYTHING, ask a manager. Never guess when it comes to dog welfare or safety."

PART 2: HEALTH & SAFETY (25 Minutes)

2.1 Health & Safety Policy (3 mins)

Cover:

• We are committed to preventing accidents and injuries
• Safety is a shared responsibility — YOU have duties
• Report ALL hazards, incidents, and near-misses

Your Legal Duties:

• Take reasonable care of yourself and others
• Use equipment correctly
• Report hazards and incidents
• Cooperate with safety measures

2.2 Key Hazards & Risks (7 mins)

Walk through each hazard:

2.3 Daily Safety Checks (5 mins)

Cover:

• Opening checks: Fences, gates, play areas, equipment, water, temperature
• During day: Ongoing hazard awareness, report issues
• Closing checks: Site security, equipment stored, dogs accounted for

Key Point: > "If you find something unsafe, STOP. Make it safe or report it immediately."

2.4 Incident & Near-Miss Reporting (5 mins)

Cover:

• Report ALL incidents: Dog injuries, fights, bites, staff injuries, escapes, damage
• Also report NEAR-MISSES (things that could have caused harm)
• Procedure: Make safe → Tell manager → Complete report

Why It Matters:

• Legal requirement to record incidents
• Helps us prevent future incidents
• Protects you and the business

2.5 First Aid & Emergency Contacts (5 mins)

Show:

• Location of human first aid kit
• Location of canine first aid kit
• Who the trained first aiders are (displayed on noticeboard)
• Emergency contacts displayed

Key Point: > "You don't need to be a first aider, but you MUST know where the kit is and who to call."

PART 3: DOG WELFARE & HANDLING (25 Minutes)

3.1 The Five Welfare Needs (5 mins)

Under the Animal Welfare Act 2006, we must meet:

3.2 Recognising Stress & Welfare Concerns (5 mins)

Signs to watch for:

Key Point: > "If a dog doesn't seem right, TELL SOMEONE. Early intervention prevents bigger problems."

3.3 Safe Dog Handling (10 mins)

Demonstrate and practice:

Never:

• Corner a nervous dog
• Stare directly into eyes
• Use physical punishment
• Rush a scared dog

3.4 Hourly Welfare Checks (5 mins)

Every hour you must check:

• All dogs visible and behaving normally
• No signs of illness, injury, stress
• Water available
• Temperature appropriate
• Any toileting issues

Record on the Welfare Monitoring Form

PART 4: DAILY OPERATIONS (25 Minutes)

4.1 Opening Procedures (5 mins)

Walk through the Opening Checklist:

1. Site walkthrough (safety check)
2. Check all gates and fencing
3. Set up play areas
4. Fresh water stations
5. Check temperature/weather plan
6. Prepare equipment (leads, treats, poo bags)
7. Sign in — ready for first arrivals

4.3 During the Day (7 mins)

Cover:

• Dog supervision at ALL times
• Group management (size, energy levels, compatibility)
• Enrichment activities (toys, training, interaction)
• Feeding (follow owner instructions, record any issues)
• Rest periods (dogs need breaks)
• Cleaning as you go (faeces removed promptly)
• Regular welfare checks (hourly minimum)
• Photos/videos for social media (when appropriate)

4.4 Closing Procedures (5 mins)

Walk through the Closing Checklist:

1. All dogs departed and accounted for
2. Final site walkthrough
3. Clean all areas
4. Secure all equipment
5. Check gates, doors locked
6. Lights off, alarms set
7. Complete end-of-day paperwork

4.5 Record Keeping (5 mins)

What you MUST record:

Key Point: > "If it's not written down, it didn't happen. Records protect the dogs, you, and the business."

PART 5: EMERGENCIES (15 Minutes)

5.1 Emergency Response Principles (3 mins)

In ANY emergency:

1. STAY CALM
2. Make the situation SAFE
3. CALL for help (shout to colleague, call manager)
4. DON'T take unnecessary risks
5. RECORD everything afterwards

5.2 Key Emergency Scenarios (10 mins)

Walk through each — what would you do?

5.3 Emergency Contacts (2 mins)

Know where these are displayed:

• Emergency services: 999
• Registered vet (Kew Vets Harlow)
• Owner/Eddie
• Site Manager (Jodee)

PART 6: SIGN-OFF & ASSESSMENT (10 Minutes)

6.1 Quick Knowledge Check (5 mins)

Trainer asks verbally — staff must answer:

6.2 Documentation Sign-Off (5 mins)

NEW STAFF INDUCTION SIGN-OFF FORM

Staff Member Details

Induction Completion Record

Specific Acknowledgements

The staff member confirms they have been informed of and understand:

Staff Declaration

"I confirm that I have received and understood the induction training covering all aspects of my role, including health & safety, legal requirements, dog welfare, daily operations, and emergency procedures. I understand my responsibilities and will ask for clarification if I am ever unsure."

POST-INDUCTION: WHAT HAPPENS NEXT

TRAINER NOTES

Before Induction

• [ ] Print sign-off form
• [ ] Prepare site for walkthrough (first aid kits, emergency contacts displayed)
• [ ] Allow 2 hours uninterrupted time
• [ ] Have Operations Hub access available for reference

During Induction

• [ ] Use real examples from the site
• [ ] Walk through physical locations (fire exits, first aid, assembly point)
• [ ] Demonstrate dog handling techniques
• [ ] Ask questions throughout to check understanding
• [ ] Make it interactive — don't just read aloud

After Induction

• [ ] File signed form in staff personnel file
• [ ] Update training tracker
• [ ] Brief site manager on new starter
• [ ] Schedule Week 2 practical assessment
• [ ] Add to team meeting for introductions

CONFIDENCE STATEMENT

Upon completion of this 2-hour induction, you can be confident that:

✅ The staff member understands who we are and their role ✅ ALL Health & Safety legal duties have been explained ✅ ALL liability aspects (duty of care, reporting, record keeping) are covered ✅ The staff member knows how to handle dogs safely and recognise welfare concerns ✅ Daily operational procedures have been explained ✅ Emergency response is understood ✅ The induction is documented with signatures for compliance and inspection purposes

From this point forward, the staff member only requires:

• Supervised practice (Weeks 1-2)
• Practical sign-off (Week 2)
• Ongoing refresher training (monthly/annually)
• Updates when procedures change