PHONE OPERATORS SUPPORT MATERIAL
i Hunter Wildlife Rescue © June 2017
PHONE OPERATORS SUPPORT MATERIAL
Native Animal Trust Fund Inc
Hunter Wildlife Rescue
Phone Operators
Support Material
Reviewed February 2016
i Hunter Wildlife Rescue © June 2017
PHONE OPERATORS SUPPORT MATERIAL
Phone Operators’ Role & Responsibilities 1
How the Emergency Hotline Works` 1
General Advice:
(Information to give the caller on what to do until help arrives) 2
Birds - Baby birds: (Fledglings; Nestlings 2
Birds - General 3
(General bird information;
Birds – Specific Rescues 3
(Birds caught in high trees; Birds caught on TV antennae; Birds trapped in buildings, Pelicans entangled in Fishing line)
Birds – Safety Reminders 4
(Aggressive Birds; Handling Raptors/Waterbirds & Seabirds; Oiled Birds)
Echidnas & Platypus 4
Flying Foxes & Bats 5
Koalas 5
(Koala on the ground; up in a tree)
Lizards & Land Turtles 6
(Goannas up telegraph poles; Turtles crossing roads)
Macropods – Kangaroos, Wallabies etc 6
Native Rodents & Bandicoots 7
Quolls & Dingoes 7
Possums & Gliders 8
(Joeys; Possums in roof or wall cavities)
Sea Turtles 8
(Found in water; on shore)
Snakes 9
(In gardens; in buildings)
Wombats 9
Marine Mammal Rescues – Whales Dolphins, Seals, etc (not penguins, sea birds, sea turtles) 10
Non Native Fauna 10
Reports of Cruelty 10
For Non Native Rescues– NATF Business Matters 11
Escaped Native Pets 11
Other Contacts
RSPCA 11
Newcastle Animal Emergency Centre: 11
After Hours Vet (Broadmeadow)
Out of Area Rescues 11
Neighbouring Wildlife Groups 11
Statewide Wildlife Groups 11
Emergency Support Groups 13
Answering the phone 13
For further inquiries about the Native Animal Trust Fund Inc. Hunter Wildlife Rescue
Website: www.hunterwildlife.org.au
i Hunter Wildlife Rescue © June 2017
PHONE OPERATORS SUPPORT MATERIAL
Phone OperationsYES / NO
1. Is it a native animal?
Yes (Unless a Marine Mammal (seal, dolphin) call ORCCA 9415 3333 Go to 2 / · Cat, dog etc refer caller to RSCPA Refer to Support Document for other non-native fauna.
2. Is it in the Hunter Wildlife Rescue Area? (Newcastle, Lake Mac, Cessnock & Maitland)
Yes
(If unsure, try asking “Which Council do you pay your rates to?)
Go to 3 / If in Port Stephens/Lower Great Lakes/Dungog:
· For birds of prey, flying-foxes, echidnas, gliders refer caller to Anne Williams (0498 040 541)
· For general birds, adult macropods refer caller to WINC 1300 946 295; Joey roos refer to Anne Williams (0498 040 541).
· For Koalas refer caller to Port Stephens Koalas 4981 9676, 0432 086 804 (Simone) or 0414 876 408 (Sue)
· For other fauna, nearest available rescuer or PS species co-ordinator.
Other Areas: Refer caller to other appropriate groups: see Nearest Neighbours
3. Is it injured, sick or orphaned?
· Orphaned Birds – Our first priority is to keep the chick with its parents. For nestlings (downy chicks) suggest building an artificial nest; for fledglings, return bird to tree or nearby tree (use a broom head to access height)
· Ducklings: Put on towel in cardboard box. Do not put in water.
· Orphaned marsupials, mammals or reptiles: keep warm and Go to 4 / · Possum in roof: refer caller to fee for service organisation ie Possum Plus 1300 164 831
· Snake outside in garden, back yard; garage: try educating by informing caller to leave, it will move on; or refer to fee for service Reptile Rescue 0429 325 905 or Hunter Reptile 0401 092 200; If inside, advise caller to contain the snake in one room by pushing towel under door to prevent it moving to other parts of the house.
· Snake already contained: request they take it to nearest bush & release.
· Turtles crossing roads: Move to the side of the road in which they were going
· Magpie, plovers or other swooping birds: We do not relocate. Magpies are protected throughout NSW, and it is against the law to kill the birds, collect their eggs, or harm their young. If you feel a magpie is a serious safety menace, it should be reported to the owner/occupier of the land on which interactions have occurred e.g. Local Council or the nearest office of the NPWS.
4. Is it contained? Or can it be contained?
For injured or sick fauna, tell the caller to put a towel or something in the base and cover the box or basket to prevent escape. Do NOT use wire bird cages for raptors or echidnas.Go to 5 / For orphaned marsupials, wrap in a soft cloth and place in a pillowslip, tie-off and keep warm. Do not advise heat for echidnas, platypus or micro-bats.Go to 6. / Ask if the caller is happy to try and contain the fauna. Provide some advice to caller ie use a cardboard box or clothes basket or pillowslip for reptiles. To capture the fauna, if possible, throw a towel over the animal and cover the head; scoop-up and place in container. Caution with beak (parrots/water birds) or feet (raptors) Do not unwrap; Take to nearest vet or call available member;
5. Can the caller take it to the nearest vet?
Thank the caller for caring and ask for their assistance. Assure the caller that the vets will call Hunter Wildlife Rescue when the fauna is ready for rehabilitation. Go to 6 / Ask the caller to keep the fauna warm until assistance arrives. Provide warmth by filling a plastic bottle with hot water from the tap and place next to fauna; place in a quiet place until assistance arrives. Do not advise heat for echidnas, platypus or micro-bats.
6. Find a rescuer or transporter
Give the caller the contact details of
· a local member (preferably 2 or 3) that are listed as available on that day/time or
· phone a rescuer yourself if their number is not permitted to be given out or
· the Species Coordinator or senior rehabilitator for the species. / · Emergency back-up, Contact Anne W (0498 040 541), Jill D (0439 404 027) Audrey K (0408 640 517) or Ann Morgan (West LM) (0438 606 085) to assist with coordinating the rescue.
Be polite at all times…For abusive calls, thank the member for calling and inform them that the call will be referred to a senior member of the organisation.
Never tell a caller they have done the wrong thing. Suggest some advice for the future “next time you find a sick possum, might I suggest that you ring the Hunter Wildlife Rescue (NATF) Hotline sooner as often time is critical to some animals”
Never give out contact details of any NATF member if asked to do so by a caller ringing in looking for a specific person. Ask caller for their name & phone number and explain you will ring the person and get them to ring the caller back.
Suggest voice message for leaving on your phone when busy with another call:
"Sorry I can't take your call asI am currently assisting another caller with a wildlife rescue. Please phone back again in five to ten minutes or alternatively, take the injured animal to your nearest vet. Thank you for calling."
Working with Vets
Hunter Wildlife Rescue (NATF) values the contribution of our vets. We recognise that they have busy practices and despite this, many provide a service to wildlife that is often free or at significantly reduced costs. As many of our wildlife are taken directly to vets for assessment and pain relief, it is vital that should a Vet practice call the Hotline requesting a member to pick up wildlife requiring further rehabilitation, this becomes your first priority. As a courtesy, we do not give them a member contact but call the member yourself to ensure that the fauna will be attended too. Request the member to phone the practice to let them know of the approximate time that the animal will be picked up.
i Hunter Wildlife Rescue © June 2017
PHONE OPERATORS SUPPORT MATERIAL
Phone Operators’:Role & Responsibilities
Role:
The role of a Hunter Wildlife Rescue (NATF) Phone Operator is to link the caller with an appropriate Rescuer, Executive Member or Other Wildlife Organisation.
Responsibility:
¨ Answering the phone in a professional manner that reflects positively on the NATF.
¨ Providing assistance to injured/orphaned/distressed fauna by linking caller with a rescuer or alternative assistance.
¨ Maintaining records by taking the callers details for and passing to the Coordinator monthly.
¨ Communicating all messages to other operators.
Occasionally an operator will need to make certain calls and may need to make a judgement call to do the phoning themselves. Remember, if the caller is caring enough to ring the Hotline, they are caring enough to ring the rescuers.
Never leave injured fauna unattended.
For further information about NATF Hunter Wildlife Rescue9, go to the website at
www.hunterwildlife.org.au
How the Emergency Hot Line works
For General Rescues
¨ Caller phones the 0418 628 483
Follow the flowchart above were possible.
¨ Operator suggests taking fauna to nearest vet or gives them 2-3 rescuers phone numbers.
¨ Rescuer performs the rescue or picks-up wildlife from caller or vet.
¨ Rescuer takes fauna to rehabilitator or phones Species Co-ordinator or mentor to inquire where to take fauna and seeks Vet assistance when needed.
Responses to Frequently Asked Questions:
¨ If a new rescuer phones wanting to know where to take fauna, remind them to contact their mentor, or give them Species Co-ordinators number or in the case of no Species Co-ordinator, another rescuers number in their area.
¨ If confronted with a new or complex situation, refer the call onto the Phone Coordinator or a member of the Executive.
¨ If you have fauna in serious trouble and no rescuer, you should ring the species co-ordinator or President for advice on what to do. NEVER leave a message in this case.
General Advice / Information to give the caller on what to do until help arrives.
¨ Place the animal in a secure environment
§ eg possum, gliders, joeys, lizards in a pillowcase with the top tied securely or
§ a bird in a box; (except parrots)
§ birds of prey in a box – never a cage
§ an echidna in a plastic container – never a cage (see echidnas);
¨ Cover the box/basket/cage with a towel as this provides a warmer environment, and reduces visual stimuli. If it is a bird, leave it alone for a few hours.
¨ Ask the caller to put the animal somewhere warm (except for platypuses, echidnas and reptiles), quiet and dark to reduce the stress on the animal. This means not nursing it to have their photo taken, no neighbours coming to see it, away from the T. V., pet dog etc.
¨ Advise the caller not to keep checking the fauna.
¨ Ensure platypuses, echidnas and reptiles (including lizards, land turtles and marine sea turtles), are kept cool. Do not provide heat.
When a rescuers is not immediately available
¨ As above¨ Small amount of water in a container is OK, but NO food
¨ Orphaned wildlife, in particular very young joeys need immediate rescue. Keep trying. Provide warmth.
DO NOT recommend putting anything other than birds, possum/macropod joeys onto heat unless instructed otherwise by mentor or co-ordinator as heat can kill some fauna. Likewise DO NOT recommend putting fauna onto cold packs unless otherwise instructed.
Birds - Chicks / BABY BIRDS
UNLESS INJURED,
Our first priority is to leave baby birds with parents
Information to give the caller
Fledging birds (baby birds with feathers, almost ready to fly)UNLESS INJURED, need to be left with its parents.
¨ Advise the caller to put the bird back in the tree or nearby tree and monitor. (Hint: Advise to use a broomhead to pop the bird higher)
Nestling birds (baby birds with downy feathers)
¨ Advise the caller to return them to the nest if possible.
¨ Refer the caller to our Website, Education: Reuniting Baby Birds” for more information www.hunterwildlife.org.au
¨ If unable to be returned to the nest, instruct the caller to keep warm and construct an artificial nest from an ice-cream container (with holes in the bottom) and place as close as possible to original nest. Watch to see if parents return. Refer to www.hunterwildlife.org.au.
¨ If injured or parents did not return, will need immediate rescue. Provide warmth. Suggest a bottle filled with hot water wrapped in a towel placed next to the bird (not underneath).
Ducklings: will need immediate rescue. Advise to provide warmth. Suggest a bottle filled with hot water wrapped in a towel placed next to the bird
Birds – Specific Rescues / Shearwaters
(Spring Only)
In Spring, migratory Shearwaters return from the Bearing Straight, Alaska to breed in Australia. Many are exhausted, especially after storms.
Information to give the caller
¨ Leave on the beach to rest above the high tide line. Do not bring into care
Shearwaters (Autumn Only)
In Autumn, migratory Shearwaters return to the Bearing Straight, Alaska. Storms may cause disruption but these birds do well with some rest and then release.
Call a rescuer to pick up.
Birds caught in high trees.,
Information to give the caller
¨ Monitor until assistance arrives
Who to call: A coordinator if available who will arrange with other organisations such as SES, Energy Australia, or a tree climber to provide assistance.
In the absence of a coordinator, check rescue sheets for a tree climber and contact a rescuer to be available to receive the injured bird when it has been rescued.
¨ Newcastle Lake Macquarie try Bill Anderson of Hunter Tree Services 0407 938 356 (provides his services to NATF free of charge)
¨ West Lake Macquarie try Scott McKenzie (0400 740 000)
¨ Cessnock: Cessnock Rescue Squad: 49910199
¨ Maitland:
Oiled birds
Information to give the caller
¨ Place in a well ventilated box, to avoid the bird breathing the fumes and try to find out what kind of oil it is, some chemicals are quite dangerous to humans and can cause eye irritation and respiratory problems. Do not wash the bird.