GUEST: Scott Giacoppo. Scott is the Director of National Shelter Outreach for Best Friends Animal Society and oversees the development of lifesaving efficacy and sustainability for animal welfare partners across the U.S. Prior to Best Friends, Scott was president of NACA – the National Animal Care & Control Association – as well as chief of Animal Field Services for the District of Columbia for 10 years, overseeing all animal control and cruelty investigations team members for Humane Rescue Alliance. He began his animal protection career with the Massachusetts Society for the Prevention of Cruelty to Animals as the Special State Police Officer for Cruelty Investigations.  MAIN QUESTION: What are the common issues you find when doing organizational assessments of animal organizations around the country? TAKEAWAYS: The two most common challenges to successfully implementing a program are internal communication and training. Scott shared tips on both: 1. Communication: Often when leadership decides to pursue a new program, by the time it trickles down to the frontline staff implementing it, the why is lost so staff members revert to doing what they know.  Hold productive meetings that include explaining: Why the new program works, including a few examples from other places where it has helped and How the program is to be implemented.  Create a culture of two-way communication, where people are encouraged to ask questions if they don’t understand.   2. Training Make training a priority. Investing time in training improves performance and increases staff retention.   Schedule time to do it as a group. Watch a webinar together and discuss it, or schedule time to discuss assigned reading material.  Engage staff in how a program is implemented – as this increases their buy in. For training resources check out the Best Friends Network Partners page – there’s a link in the show notes. Scott also talked how frequently leaders and managers assume that things are going well and are unaware of issues. He suggested three ways to know what’s actually happening: Schedule time to routinely get out of your office and walk around and observe how things are being done and talk with your team.  Plan an annual assessment – this could be a self-assessment or one conducted by consultants.  Secret shopping your shelter: Call your own organization and ask a question to see how well (or not so well) your staff is doing helping people. Send a friend in to adopt a pet and have them tell you about the experience. LINKS: Best Friends Network   Leadership recommendations: "The Way We Think About Charity Is Dead Wrong" (TED Talk video and blog post)