500.15 issuing santa ana licenses

1. Number: 500.15
SUBJECT: PROCESSING SANTA ANA LICENSES Page: 1
Date: 04/29/12
Approved: Ryan Drabek, Director Revised: 01/28/13
I. PURPOSE
To establish a uniform procedure for processing license payments belonging to the city of Santa
Ana.
II. POLICY
OC Animal Care shall sell and/or issue a Santa Ana license to a resident of the city of Santa
Ana when:
A. A Santa Ana resident redeems their lost dog from OC Animal Care and this dog is not
currently licensed.
B. A Santa Ana resident adopts a new pet from OC Animal Care.
C. A Santa Ana resident attends the monthly low cost vaccination clinic held at OC
Animal Care and has a NEW dog 4 months of age or older vaccinated for rabies (This
animal must not have a current tag with the City of Santa Ana).
D. OC Animal Care receives payment from a Santa Ana resident through weblicensing,
lockbox or through the mail. These payments will be processed and a receipt will be
mailed to the resident provided OC Animal Care has all required documentation (i.e.
rabies and/or sterility certificate) for a completed license. The City of Santa Ana will
issue the certificate and tag to the resident once they receive the payment report from
OC Animal Care.
III. SCOPE
Applicable to all personnel involved in the sale of new pet licenses.
IV. FORMS
Not applicable.
V. REFERENCES
OC Animal Care Policy and Procedure 500.01 – General Chameleon Information
VI. DEFINITIONS
Not applicable.

2. Number: 500.15
SUBJECT: PROCESSING SANTA ANA LICENSES Page: 2
Date: 04/29/12
Approved: Ryan Drabek, Director Revised: 01/28/13
VII. PROCEDURE
A. Processing a Santa Ana License on a Redemption:
1. Check all memos on the Animal ID in Chameleon to verify the dog does not
have a current license with the City of Santa Ana. If the resident provides proof
of current licensing with a Certificate issued by the City of Santa Ana or if we
are able to call the City and verify current licensing over the phone you MUST
create a memo on the Animal ID which states that you verified current licensing
on the animal.
2. Enter the owner information in the PERSON TO field on the Kennel window
before completing the Tag/Link window.
3. Place your cursor in the TAG field on the Kennel window in Chameleon and hit
the F4 key on your keyboard to bring up the Tag/Link window.
4. Leave the license tag number blank in the TAG NO field. The computer will
generate a “U-number” for you. City of Santa Ana will assign and mail their
own tags once they receive a report from OC Animal Care.
5. Hit the TAB key on your keyboard to the TAG TYPE field. You will choose
one of the following license types:
a. LIC SANTA ANA – Unaltered dog license for Santa Ana
b. LICA SANTA ANA – Altered dog license for Santa Ana
c. LIC SR SANTA ANA – Altered dog license for Santa Ana (Resident is
65 years or older)
d. LIC PUP SANTA ANA – Unaltered Puppy (4-6 months) license for
Santa Ana
6. Hit the TAB key on your keyboard to the SUBTYPE field. You will choose
COUNTER.
7. Hit the TAB key on your keyboard to the STATUS field. You will choose
CURRENT.
8. Place your cursor on the TAG DATE field and hit the F5 key on your keyboard
to populate the date.
9. Hit the TAB key on your keyboard to get to the licensing TERM field and enter
12.
10. Place your cursor on the VAC DATE field.
a. If the customer provides rabies vaccination information, enter the
information as it appears on their certificate. The date the vaccine was

3. Number: 500.15
SUBJECT: PROCESSING SANTA ANA LICENSES Page: 3
Date: 04/29/12
Approved: Ryan Drabek, Director Revised: 01/28/13
administered goes in the VAC DATE field, and either 12 or 36 in the
vaccination TERM field depending whether the vaccine administered
was for 1 or 3 years. *You will need to change the TAG EXP field to
match the expiration date of the rabies (i.e. 2/12/13). If the rabies
vaccination certificate proves that the customer has had the animal for
multiple years without licensing, you will charge for multiple years of
licensing (i.e. February 2011-2013). You must assess a late fee for
each year of licensing.
b. If the animal receives a rabies vaccination from OC Animal Care, you
will hit the F5 key on your keyboard to populate the VAC DATE field.
The term of the rabies will always be 12 (This will go in the vaccination
term field), unless the customer can provide proof that the dog has been
previously vaccinated for rabies.
11. Enter the amount the customer will be paying for their license, including late
fees. A late fee must be included on all dogs redeemed from Santa Ana without
proof of a current license. Late fees cannot be waived for the City of Santa
Ana.
12. Hit the F9 key on your keyboard to store the tag.
13. Click on the green checkmark button at the top of the Tag/Link window to
bring the tag number back to the Kennel screen.
14. Hit the F8 key on your keyboard to update the Kennel window with the tag
information.
15. The license fee will be included on the redemption receipt.
B. Processing a Santa Ana License on an Adoption:
1. Place your cursor in the TAG field on the Kennel window in Chameleon and hit
the F4 key on your keyboard to bring up the Tag/Link window.
2. Place your cursor in the PERSON ID field on the Tag/Link window and hit the
F4 key on your keyboard to bring up the Person window. Search for an existing
ID or create a new ID for the person adopting the animal using the procedures
outlined in OC Animal Care Policy and Procedure 500.01 – General Chameleon
Information.
3. Leave the license tag number blank in the TAG NO field. The computer will
generate a “U-number” for you. The City of Santa Ana will assign and mail
their own tags once they receive a report from OC Animal Care.
4. Hit the TAB key on your keyboard to the TAG TYPE field. You will choose
one of the following license types:

4. Number: 500.15
SUBJECT: PROCESSING SANTA ANA LICENSES Page: 4
Date: 04/29/12
Approved: Ryan Drabek, Director Revised: 01/28/13
a. LICA SANTA ANA – Altered dog license for Santa Ana
b. LIC SR SANTA ANA – Altered dog license for Santa Ana (Resident is
65 years or older)
5. Hit the TAB key on your keyboard to the SUBTYPE field. You will choose
COUNTER.
6. Hit the TAB key on your keyboard to the STATUS field. You will choose
CURRENT.
7. Place your cursor on the TAG DATE field and hit the F5 key on your keyboard
to populate the date.
8. Hit the TAB key on your keyboard to get to the licensing TERM field and enter
12.
9. Place your cursor on the VAC DATE field. Hit the F5 key on your keyboard to
populate the VAC DATE field.
10. Hit the TAB key on your keyboard to get to the rabies TERM field. The term of
the rabies vaccination will always be 12 on an adoption.
11. Verify the amount the customer will be paying for their license is correct in the
PRICE field.
12. Hit the F9 key on your keyboard to store the tag.
13. Click on the green checkmark button at the top of the tag window to bring
the tag number back to the kennel screen.
14. Hit the F8 key on your keyboard to update the kennel window with the tag
information.
15. The license fee will be included on the adoption receipt.
C. Processing a new pet license to a Santa Ana resident at the monthly rabies vaccination
clinic.
1. Place your cursor in the PERSON ID field on the Tag/Link window and hit the
F4 key on your keyboard to bring up the Person window. Search for an existing
ID or create a new ID for the person adopting the animal using the procedures
outlined in OC Animal Care Policy and Procedure 500.01 – General Chameleon
Information.
2. Place your cursor in the ANIMAL ID field on the Tag/Link window and hit the
F4 key on your keyboard to bring up the Animal window. Create the Animal ID
using the procedures outlined in OC Animal Care Policy and Procedure 500.01.
3. Place your cursor in the TAG field on the Kennel window in Chameleon and hit
the F4 key on your keyboard to bring up the Tag/Link window.

5. Number: 500.15
SUBJECT: PROCESSING SANTA ANA LICENSES Page: 5
Date: 04/29/12
Approved: Ryan Drabek, Director Revised: 01/28/13
4. Leave the license tag number blank in the TAG NO field. The computer will
generate a “U-number” for you. The City of Santa Ana will assign and mail
their own tags once they receive a report from OC Animal Care.
5. Hit the TAB key on your keyboard to the TAG TYPE field. You will choose
one of the following license types:
a. LIC SANTA ANA – Unaltered dog license for Santa Ana
b. LICA SANTA ANA – Altered dog license for Santa Ana
c. LIC SR SANTA ANA – Altered dog license for Santa Ana (Resident is
65 years or older)
d. LIC PUP SANTA ANA – Unaltered Puppy (4-6 months) license for
Santa Ana
6. Hit the TAB key on your keyboard to the SUBTYPE field. You will choose
COUNTER.
7. Hit the TAB key on your keyboard to the STATUS field. You will choose
CURRENT.
8. Place your cursor on the TAG DATE field and hit the F5 key on your keyboard
to populate the date.
9. Hit the TAB key on your keyboard to get to the licensing TERM field and enter
12.
10. Place your cursor on the VAC DATE field. Hit the F5 key on your keyboard to
populate the VAC DATE field.
11. Hit the TAB key on your keyboard to get to the rabies TERM field. The term of
the rabies vaccination will be either 12 or 36 depending on the information.
12. Verify the amount the customer will be paying for their license is correct in the
PRICE field.
13. Hit the F9 key on your keyboard to store the tag.
14. Place your cursor on the RECEIPT NO field and hit the F4 key on your
keyboard to bring up the receipt window. You will store a receipt using the
procedures outlined in OC Animal Care Policy and Procedure 500.01.
D. Issuing a license to a Santa Ana resident on payments received through lockbox,
weblicensing or through the mail.
1. The Tag/Link window for these licenses should have already been created
through one of the processes listed above. OC Animal Care will be mailing out
licenses instead of processing refunds to Santa Ana residents.
2. Pull up the Tag/Link window using information (Person ID, Animal ID, Tag
number) provided to you on a report or by a Customer Services Supervisor.

6. Number: 500.15
SUBJECT: PROCESSING SANTA ANA LICENSES Page: 6
Date: 04/29/12
Approved: Ryan Drabek, Director Revised: 01/28/13
3. Verify that payment has been received by placing your cursor in the RECEIPT
NO field and hitting the F4 key on your keyboard.
4. Verify that there is no refund currently in process on the receipt by checking all
memos on both the Animal and Person IDs.
5. Verify that OC Animal Care has received all requested documentation (i.e.
rabies and sterility certificates) from the customer. *If the license isn’t
completed because we are missing information and/or requested
documentation, please notify your supervisor immediately and place a memo
on the Animal ID. You will not be able to proceed any further on licenses
without completed information.
6. Leave the license tag number blank in the TAG NO field. The computer will
generate a “U-number” for you. The City of Santa Ana will assign and mail
their own tags once they receive a report from us.
7. Hit the TAB key on your keyboard to the TAG TYPE field. You will choose
one of the following license types:
a. LIC SANTA ANA – Unaltered dog license for Santa Ana
b. LICA SANTA ANA – Altered dog license for Santa Ana
c. LIC SR SANTA ANA – Altered dog license for Santa Ana (Resident is
65 years or older)
d. LIC PUP SANTA ANA – Unaltered Puppy (4-6 months) license for
Santa Ana
8. Hit the TAB key on your keyboard to the SUBTYPE field. You will choose the
location you are currently working at from the list below:
a. COUNTER – Kennel office
b. MAIL – Processing daily mail
c. PHONE – Phone room
9. Hit the TAB key on your keyboard to the STATUS field. You will choose
CURRENT.
10. Hit the TAB key on your keyboard to the TAG DATE field. Press the F5 key to
change the date to the current date.
11. Hit the F8 key on your keyboard to update the Tag/Link window. You will mail
the tag to the customer with a copy of their receipt. *The tags from Santa Ana
will not be sent through the special mail process OC Animal Care has set up
with FSSI. These tags will need to be mailed directly from OC Animal Care.
E. Daily Licensing Reports to Santa Ana

7. Number: 500.15
SUBJECT: PROCESSING SANTA ANA LICENSES Page: 7
Date: 04/29/12
Approved: Ryan Drabek, Director Revised: 01/28/13
1. The Customer Service Supervisor will run the following reports from the
Chameleon F3 report list under licensing on a daily basis after all transactions
have been completed in both the call center and kennel office:
a. Santa Ana License Detail
b. Santa Ana License Revenue
2. The Supervisor will be responsible for ensuring that the totals on both reports
match. If there is a discrepancy, it will be resolved and corrected prior to
sending the reports to Santa Ana.
3. The reports above will be saved into an Excel format by clicking on the
envelope icon in the report window. The reports will be named by date (i.e.
Santa Ana License Detail 042912.xls) and saved into the Santa Ana Licensing
Reports folder located in the Customer Services Supervisor section on the
Z:/Drive.
4. The excel reports will be e-mailed to the following people on a daily basis (all
Customer Service Supervisors will be copied):
a. dcamacho@santa-ana.org; cduarte@santa-ana.org;
fcastro@santa-ana.org; alan.young@occr.ocgov.com;
kristine.watson@occr.ocgov.com; mchairez@santa-ana.org