This section covers all aspects of staffing, training, and competency requirements for Eddie's Doggy Daycare. It ensures all staff are properly recruited, trained, and continuously developed to maintain the highest standards of care.
Section Purpose
A well-trained, competent and supported team is the foundation of safe, high-quality daycare. This section defines recruitment standards, mandatory training requirements, competency assessment processes, ongoing development expectations, and the comprehensive 8-week Operations Hub training programme that ensures every staff member and manager is fully equipped for their role.
All staff must meet the requirements outlined in this section. Managers are responsible for ensuring compliance and maintaining accurate training records.
6.1 Staffing & Coverage
Shift Coverage
Requirement
Standard
Opening
Staff present before dogs arrive
Peak hours
Appropriate staffing for bookings
Closing
Staff present until all dogs secured
Emergency cover
On-call manager available
Staff Absence Protocol
Situation
Action
Planned absence
Cover arranged in advance
Unplanned absence
Contact manager immediately; arrange cover
Cover unavailable
Reduce bookings as needed
Ratios
Standard
Requirement
Statutory minimum
1 competent member of staff per 10 dogs
Eddie's standard
1 full-time member of staff per 8 dogs
Cover
Ratio maintained during lunch, van runs and breaks
The staff rota is retained for a minimum of 3 years and evidences the ratio actually held on each operating day.
⚠️ 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
Timeframe
Action
As early as possible
Notify manager by phone (not text)
Before 6:30 AM
For morning drivers/opening staff
Minimum 2 hours before shift
For all other shifts
Daily updates
If absence extends beyond 1 day
Who to Contact
Priority
Contact
Method
1
Your Site Manager
Phone call
2
Other Site Manager (Jodee)
Phone call if your manager unavailable
3
Owner (Edward Kirwan)
If neither manager reachable
❌ 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:
Responsibility
Action
Sick Staff Member
Must make van keys and site keys available for collection OR arrange drop-off
Sick Staff Member
Confirm key location with manager within 30 minutes of calling sick
Manager
Arrange cover driver and key collection
Cover Staff
Confirm receipt of keys and van readiness
Key Handover Options
Option
Details
Safe location
Keys left in agreed secure location (e.g., letterbox, lockbox)
Family/housemate
Hand keys to someone at home for collection
Staff collection
Cover staff collect from address
Manager collection
Manager collects if no other option
⚠️ Failure to make keys available may result in dogs not being collected and customer complaints. This is a serious operational failure.
Communication & Support Expectations
Requirement
Standard
Answer phone
Remain contactable for urgent queries on Day 1
Route information
Provide any route-specific info (gate codes, dog notes)
Support cover staff
Brief the covering staff on any important details
Update managers
Keep managers informed of expected return
Cover Arrangements
Situation
Action
Cover available
Shift reassigned; keys/van collected
No cover available
Reduce bookings; prioritise essential runs
Extended absence
Bank/relief staff contacted
Emergency
Manager covers driving if required
Return to Work
Requirement
Action
Fit to return
Notify manager evening before
Return to work conversation
Informal chat with manager
Extended absence (7+ days)
Return to work meeting required
Certification
Self-certify (1-7 days); GP note (7+ days)
Impact on Pay & Record
Duration
Process
1-3 days
Logged; no further action
4+ days (single occasion)
Recorded; return to work conversation
Frequent short absences
May trigger absence management
Pattern absence
Investigation may occur
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
Task
Responsibility
Log absence
Record in HR system same day
Arrange cover
Contact bank staff or reassign
Communicate
Update team on cover arrangements
Customer notification
Inform affected customers if needed
Return conversation
Conduct informal return discussion
6.8 Operations Hub Training Programme — Staff
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
Duration
Focus
Phase 1
Weeks 1-2
Foundation (Sections 1-3)
Phase 2
Weeks 3-5
Operations (Section 4)
Phase 3
Week 6
Emergencies (Section 5)
Phase 4
Week 7
Staffing & Admin (Sections 6, 9)
Phase 5
Week 8
Assessment & Sign-Off
Phase 1: Foundation Training (Weeks 1-2)
Week 1: Business Structure & Licensing
Day
Section
Topics
Duration
Day 1
1.1-1.3
Organisation, values, your role
1 hour
Day 2
1.4-1.7
Competencies, manager structure
45 mins
Day 3
2.1-2.7
Licensing overview, scope, staffing
1.5 hours
Day 4
2.8-2.14
Welfare, transport, record keeping
1.5 hours
Day 5
Review
Quiz + practical scenarios
1 hour
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
Day
Section
Topics
Duration
Day 1
3.1-3.3
H&S policy, responsibilities, risk assessment
1 hour
Day 2
3.4-3.6
Daily checks, incident reporting, first aid
1 hour
Day 3
3.7-3.9
Fire safety, COSHH overview
1 hour
Day 4
3.10-3.16
PPE, signage, compliance
1 hour
Day 5
Review
Practical walkthrough + quiz
1 hour
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
Day
Section
Topics
Duration
Day 1
4.1-4.2
Opening, site setup
1.5 hours
Day 2
4.3-4.4
Closing, behaviour monitoring
1.5 hours
Day 3
4.5-4.6
Dog handling, welfare checks
1.5 hours
Day 4
4.2.9-4.8
Enrichment, professional conduct
1 hour
Day 5
Review
Shadowing + practical assessment
2 hours
Week 4: Environment & Specialist SOPs
Day
Section
Topics
Duration
Day 1
4.9
Temperature, heat, noise management
1 hour
Day 2
4.10-4.11
PPE requirements, COSHH handling
1.5 hours
Day 3
4.12
Attendance, timekeeping
45 mins
Day 4
Site Practice
Full day shadowing experienced staff
Full day
Day 5
Review
Practical scenarios + feedback
1 hour
Week 5: Transport SOPs (Drivers Only)
Day
Section
Topics
Duration
Day 1
4.2.1
Van daily safety checks
1.5 hours
Day 2
4.2.2-4.2.4
Loading/unloading, crate handling
2 hours
Day 3
4.2.9-4.2.6
Key handling, breakdowns
1.5 hours
Day 4
4.2.7-4.2.8
Dog escape, route planning
1.5 hours
Day 5
Assessment
Supervised drive + assessment
3 hours
Non-drivers: Week 5 focuses on advanced dog handling and enrichment.
Phase 3: Emergency Training (Week 6)
Day
Section
Topics
Duration
Day 1
5.1-5.2
Dog fights, fire evacuation
1.5 hours
Day 2
5.3-5.4
Injured dog, heatstroke
1 hour
Day 3
5.5-5.8
Lost dog, aggression, closures, power failure
1.5 hours
Day 4
5.9-5.12
Weather, security, vet visits, death
1 hour
Day 5
5.13-5.15
Authority, communication, incident review
1 hour
Practical Exercises:
Fire drill participation
Dog fight scenario walkthrough
Heatstroke response demonstration
Phase 4: Staffing & Admin (Week 7)
Day
Section
Topics
Duration
Day 1
6.1-6.2
Staffing ratios, recruitment
45 mins
Day 2
6.3-6.4
Training requirements, competency
45 mins
Day 3
6.5-6.7
Development, performance, sickness
1 hour
Day 4
9 (key sections)
Record keeping, forms, documentation
1 hour
Day 5
Review
Full quiz covering Sections 6 & 9
1 hour
Phase 5: Final Assessment & Sign-Off (Week 8)
Day
Activity
Details
Day 1
Written Assessment
50 questions covering all sections
Day 2
Practical Assessment
Observed opening/closing procedures
Day 3
Scenario Assessment
Emergency response scenarios
Day 4
Feedback Session
Review results with trainer
Day 5
Sign-Off
Complete all sign-off documentation
Training Sign-Off Checklist
Staff Member Details
Field
Details
Name
Start Date
Trainer
Site
Phase Sign-Off Record
Phase
Section
Date Completed
Trainer Signature
Staff Signature
Phase 1
Section 1: Business Structure
Phase 1
Section 2: Licensing
Phase 1
Section 3: Health & Safety
Phase 2
Section 4: Core Operations
Phase 2
Section 4: Environment SOPs
Phase 2
Section 4: Transport (if applicable)
Phase 3
Section 5: Emergency Procedures
Phase 4
Section 6: Staffing & Training
Phase 4
Section 9: Admin & Records
Phase 5
Final Written Assessment
Phase 5
Final Practical Assessment
Final Sign-Off
Field
Details
All phases completed
☐ Yes
Written assessment passed (80%+)
☐ Yes
Practical assessment passed
☐ Yes
Competent to work unsupervised
☐ Yes
Sign-off date
Trainer signature
Manager signature
Staff signature
Ongoing Refresher Training
Frequency
Training
Duration
Monthly
Team meeting + SOP focus
1 hour
Quarterly
Emergency procedure refresh
30 mins
6-Monthly
Fire drill + practical assessment
1 hour
Annually
Full refresher (all sections)
4 hours
Training Materials
Item
Purpose
Operations Hub access
Full manual reference
Training workbook
Notes and exercises
Assessment papers
Written tests
Sign-off forms
Compliance records
Quick reference cards
Daily reminders
6.9 Operations Hub Training Programme — Managers
Manager Training Requirements
Managers must:
Complete all staff training first (Section 6.8)
Complete additional manager-specific training
Demonstrate ability to train and assess others
Pass manager competency assessments
Training Overview
Phase
Duration
Focus
Phase 1
Weeks 1-8
Complete Staff Training Programme
Phase 2
Weeks 9-10
Manager Operations & Section 8
Phase 3
Weeks 11-12
Training Delivery & Assessment Skills
Phase 4
Week 13
Leadership & Performance Management
Phase 5
Week 14
Final Assessment & Sign-Off
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.
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:
Requirement
What This Means For You
Supervision
Dogs must NEVER be left unsupervised
Records
You MUST record incidents, welfare checks, cleaning
Welfare
Dogs must have water, enrichment, rest periods
Disease control
Report any signs of illness immediately
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:
Hazard
Risk
Control
Dog bites
Injury, infection
Behaviour awareness, correct handling
Dog fights
Injury to dogs/staff
Supervision, group management, separation
Slips, trips, falls
Injury
Clean floors, clear walkways, proper footwear
Manual handling
Back/muscle injury
Correct lifting technique, get help
Weather (heat/cold)
Heatstroke, hypothermia
Monitor temperature, adjust activities
Chemicals (COSHH)
Burns, irritation, poisoning
PPE, correct dilution, read labels
Driving
Accidents
Pre-checks, speed limits, load safely
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:
Need
How We Meet It
Need for a suitable environment
Clean, safe, temperature-controlled spaces
Need for a suitable diet
Fresh water always available; feeding per owner instructions
Need to exhibit normal behaviour
Enrichment, play, socialisation, rest
Need to be housed with/apart from other animals
Appropriate grouping, separation when needed
Need to be protected from pain, suffering, injury, disease
The staff member confirms they have been informed of and understand:
Item
Acknowledged
Their duties under Health & Safety at Work Act
☐
Their responsibilities under the Animal Welfare Regulations 2018
☐
Location of first aid kits (human and canine)
☐
Location of emergency contact information
☐
Incident and near-miss reporting procedure
☐
Importance of record keeping
☐
Emergency procedures (fire, escape, injury)
☐
Who their managers are and escalation process
☐
Welfare monitoring requirements
☐
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."
Signature
Date
Staff Member:
Trainer:
Manager:
POST-INDUCTION: WHAT HAPPENS NEXT
Timeline
Activity
Week 1-2
Supervised work alongside experienced staff
Week 2
Practical assessment (observed opening/closing)
Week 4
Manager check-in (any questions, concerns)
Month 3
Probation review
Ongoing
Monthly refreshers at team meetings
Annually
Full refresher training
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
Section 5
Emergency Procedures
This section covers all emergency and critical incident procedures for Eddie's Doggy Daycare. Emergencies in a dog daycare environment can escalate rapidly and require immediate, confident action from all staff.
Fundamental Principle
In any emergency, human safety is the absolute first priority. Dog welfare is the second priority. Property protection is third. Staff must never put themselves at serious risk to protect property or equipment. All emergency procedures must be practised regularly through drills and scenario exercises.
All staff must be familiar with these procedures and know their responsibilities during emergency situations. Emergency procedures are covered during induction, refreshed at least 6-monthly, and practised through fire drills and scenario exercises.
5.1 Dog Fight / Serious Altercation (EOP 5.3.1)
Immediate Response
Step
Action
1
Immediate separation using safe barriers only
2
Do NOT place hands between dogs
3
Secure other dogs in the area
4
Assess injuries on all dogs involved
5
Contact Site Manager immediately
6
Escalate to vet if required
7
Document incident fully
8
Review group management
Safety Principles
Rule
Requirement
No Hands
❌ Never place hands between fighting dogs
Barriers
✅ Use barriers, boards, or loud distractions to separate
Other Dogs
Secure all other dogs before handling involved dogs
Injuries
Check all dogs for injuries; some may be hidden
Escalation
Injury Level
Action
Minor
First aid on site; document; monitor
Moderate
Contact Site Manager; consider vet advice
Serious
Contact Site Manager AND vet immediately
Documentation
Record
Details
Dogs Involved
Names and descriptions
Trigger
What appeared to cause the incident
Injuries
All injuries observed
Actions Taken
Steps taken during and after
Witnesses
Staff who observed
5.2 Fire Emergency & Evacuation
Key Principles
Principle
Priority
Human Safety
🔴 FIRST PRIORITY
Dog Containment
Dogs must remain contained and controlled
Evacuation
Evacuate early and follow Fire Marshal instructions
