200.17 public services

1. COUNTY OF ORANGE
HEALTH CARE AGENCY
REGULATORY HEALTH SERVICES
ANIMAL CARE SERVICES
Number: 200.17
SUBJECT: PUBLIC SERVICES Page: 1
Date: 05/03/95
Approved: Jennifer Phillips, Director Revised: 11/14/06
I. PURPOSE
To identify services offered by Orange County Animal Care Services (OCACS), establish
methods for providing services and record information relating to service requests.
II. POLICY
The objective of OCACS is the protection of human health from animal transmitted diseases
and to protect animal life, as permitted by resource capability or as required by law or
ordinance. Legal authority and responsibility is located in various State and local laws and
ordinances. The primary mandates for OCACS is located in the Orange County Codified
Ordinance (OCCO), Titles 4 and 5.
III. SCOPE
Applicable to all OCACS personnel.
IV. FORMS
Telephone Message Form (F850-8.3)
Transmittal Slip (F850-146.1).
V. REFERENCES
OCCO Titles 4 and 5
County of Orange Telephone Directory.
VI. DEFINITIONS
Not applicable.
VII. PROCEDURE
A. Telephones:
1. The County of Orange telephone directory contains practical information related
to the proper use of County telephones. In addition, it encourages common
courtesy to be demonstrated when using the telephone system.

2. COUNTY OF ORANGE
HEALTH CARE AGENCY
REGULATORY HEALTH SERVICES
ANIMAL CARE SERVICES
Number: 200.17
SUBJECT: PUBLIC SERVICES Page: 2
Date: 05/03/95
Approved: Jennifer Phillips, Director Revised: 11/14/06
2. Employees are to read and adhere to the information found in this publication.
In addition,
a. Employees are to attempt to answer all telephones as promptly as
possible.
b. Employees are to identify themselves to the calling party.
c. Employees are to provide factual and helpful information.
3. If circumstances warrant placing the caller “on hold”, a determination is to be
made if the call is of an emergency nature.
4. If the call is an emergency, it will be handled on a first priority basis.
5. The acceptable format for answering any telephone at OCACS is:
“Orange County Animal Care Services, (name the unit or office), this is (state
your first name or rank, i.e., Officer Smith, Lt. Smith, etc.). How may I help
you?”
B. Forms:
1. Communication with OCACS may be established by letter, telephone call, e-
mail, facsimile or by a personal visit.
2. In the majority of instances, staff members may handle citizen inquiries
verbally.
3. Listings of services are described in Section C of this policy.
a. Animal Control Information Report (IR).
If Chameleon Animal Management system is inoperable this form is
used for an inquiry that requires a request for service (P&P 300.24).
b. Telephone Message Forms and Transmittal Slips.
These forms may be utilized to relay information that is not related to a
request for service. All applicable information should be placed on the
appropriate spaces provided on the form.
C. Services:

3. COUNTY OF ORANGE
HEALTH CARE AGENCY
REGULATORY HEALTH SERVICES
ANIMAL CARE SERVICES
Number: 200.17
SUBJECT: PUBLIC SERVICES Page: 3
Date: 05/03/95
Approved: Jennifer Phillips, Director Revised: 11/14/06
1. Services provided by OCACS are defined by policy, County Ordinance or State
Law.
2. Listed in Attachment A are the major services provided, the mandates that
require their support and the policy and procedure (if applicable) that governs its
implementation.
3. Employees are to be familiar with State laws and County ordinances that
sanction OCACS activities.
4. Supervision will make available or furnish all applicable and pertinent
information designed to prepare employees for job duties.
D. Method:
1. If the Chameleon Animal Management system is inoperable, the IR is initiated.
The proper routing of the IR is essential to ensure service is provided in an
efficient and expeditious manner.
2. All employees, irrespective of classification, should use this form when a
request for services is received from the public or private agency. The recipient
of a service request is to:
a. Complete the IR with all applicable information relating to the service
request (P&P 300.24).
b. Forward the IR to the Dispatch Service Operator (DSO).
c. The DSO reviews the IR for clarity and essential information then takes
one of the following steps:
1) Dispatch the information to the appropriate source, i.e. dispatch
via radio or place the call in the following shift’s starting call
box.
2) Direct the IR to the activity or individual that can make a
determination regarding the proper action to be taken.
3) The individuals who may make such a determination are the
Watch Commander, a Field Sergeant or Lieutenant, or the
Operations Officer.
4) The IR may also be directed to Administration, Licensing,
Kennels or any individual within these activities.
5) The DSO will date, sign and make a note on the IR applicable
information regarding its distribution on those IRs leaving the
physical control of Field Services.

4. COUNTY OF ORANGE
HEALTH CARE AGENCY
REGULATORY HEALTH SERVICES
ANIMAL CARE SERVICES
Number: 200.17
SUBJECT: PUBLIC SERVICES Page: 4
Date: 05/03/95
Approved: Jennifer Phillips, Director Revised: 11/14/06
d. Return the IR (if additional information or clarification is needed) to the
originator for additional information or clarification.