OKAY, I'VE LEFT A
MESSAGE, NOW WHAT?
If you have left a message on our answering
machine and are checking out our website in the meantime, here
are some tips.
We monitor voicemail 24 hours a day. Calls received after 10:00pm will be returned at the next wee hour feedings or after 8:00am, whichever you prefer.
- If you try to call and do not get an answer (the phone
just rings), please try again. Our phone can handle two
calls at one time, but the answering machine can only handle
one. So if someone is leaving a message, you won't be able
to do so until they are finished. It's also possible I'm on the
phone helping someone else, in which case the phone will just
keep ringing on your end, as well. While it is frustrating
to have to try back, keep in mind I am giving another person the
same undivided attention and assistance I will be giving you.
I do not put people on hold to take other calls, just as I will
not put you on hold when I'm helping you. Because of the
high call volume we receive, it's possible you may have trouble
getting through more than once. Just keep trying every
five minutes or so until you get the machine (or us!)
(We've been asked why we don't get an answering service where,
if the line is busy, you can still leave a message.
Unfortunately, these avenues do not allow for a long enough
outgoing message.) If the line rings busy, it means that in addition to you, two other people are trying to get through (or I'm on the line
with one person and someone else is trying to call. Some days we get so many calls that while I'm handling one situation, four or five other
people are trying to get through. It is certainly never boring here, that's for sure!
- We triage calls, so if you have an animal on
the brink of life and death, that call will be returned before
someone checking on the status of a patient they brought us a
couple days ago. In other words, we return calls in
order of how critical we believe they are.
- It is very important to leave a message vs. to keep
calling, hoping someone will answer the phone. The
likelihood we'll be standing next to the phone and not
caring for a patient is slim. We have
folks who will call every minute for hours whereas if they simply
left a message the first time, they would have been called back
in a timely manner. We hear the phone whenever it
rings. We aren't ignoring the call nor are we watching
television or lounging around. We are working with
patients and can't answer
the phone when we're stitching up wounds and administering
medicines. So, leave a message and we'll all be happier.
- Our phone number is permanently blocked. If you have Caller ID and your phone is set up to automatically
reject numbers marked Private or Blocked, our call will not go through unless you turn off that feature by dialing *87. (We CANNOT unblock our number.) If you aren't
sure, go ahead and dial *87. If you don't have that feature, it won't do anything.
If you do have it and don't realize it, it will allow us to get through. We ask people to leave several numbers (home, cell, etc.). That way if there's any problem
reaching you on one number, we'll have other options. It is extremely distressing to us when we try to return a call and it cannot get through due to a block. Without other numbers
to try, we won't be able to get back with you, which can be detrimental to the animal in need, not to mention making you think your call was ignored.
Privacy Director is different than a phone block and cannot be turned off with *87. You should have instructions with your phone on how to turn it
off and on. If you don't turn it off, we can still return the call, but it is a tedious and lengthy process to get through.
(Most folks with this feature have no idea what
is involved in getting a call through.) Some Privacy Directors are set up so we can leave a message if there is no answer, but a surprising number are
not. Some even rudely state - This party does not want to hear from
you. Remove this number from your calling list. -
Obviously it is meant for telemarketers, but is
automatically given to everyone. Keep in mind this
is AFTER going through the very long, tedious process. If your system does not allow a message to be left after going through that entire process, it
will become your responsibility to call us back.
We have lots of hungry patients waiting and cannot keep going through the lengthy procedure repeatedly
while we wait for you to answer, especially given we
are returning your call to begin with.
(Something to consider - if you do have a block that doesn't
allow private numbers through or you have Privacy Director and
your child gets really sick late at night, if you
leave a message for your pediatrician's office, they are
not going to be able to get through without unblocking their
home or cell phone number and doctors are not going to do
Just something to consider.)
- While waiting for our call, keep the animal warm, somewhere
quiet (away from human type noises such as people talking, the
television, radio, etc.), and resist the urge to continually check
on him. Each time he sees you, it stresses him further. Do
not give the animal anything to eat or drink until you have talked
to a wildlife specialist. If you feel the animal will die
without something, you can administer rehydrating fluids,
such as Pedialyte or Gatorade, to a
mammal as long as the animal
can swallow. Many animals that come in are dehydrated so fluids
will be helpful and they certainly won't hurt anything if
they aren't. Do not give milk or milk products and do not
give plain water. Do not put fluids in a bird's mouth unless
you are trained in how to do so or you could aspirate them.
You can administer fluids to a bird by putting a drop of water
on the end of a syringe and gently rubbing along the side of the
beak where the top and bottom join. If you see the bird
swallow, then you can repeat, but only if you see the bird
swallow. Do not put fluids in an open beak!
- When we call, be prepared for a lot of questions. Since
we cannot see the animal, it is the only way we can ascertain
the species, what type injuries it has, if it is in need of help
or can be returned to the parents, etc. The questions may seem
extensive, but they are necessary for the well-being of the animal.
(Note: with the advent of cell phone cameras and digital
cameras, we may ask you to e-mail us a photo if you have
that capability. That will cut down on some of the
If your Call Waiting goes off while we are discussing your case,
please do not put us on hold to answer it. We've had
people put us on hold repeatedly throughout a conversation or
leave us on hold for long periods of time. When we are
working with you, we give you our undivided
We kindly ask for the same courtesy.
- Depending on the species and circumstances, you may be asked to
do a simple, rudimentary exam on the patient, and/or be
asked to get the animal in a box to transport to us.
Please note that your willingness to do so is at your own risk.
We cannot be responsible if you are injured in any way. We will,
of course, advise you on the best way to avoid further injury to
the animal and avoid you getting hurt as well, but anything
- We ALWAYS return calls so if we
do not return yours it means something is wrong. For
example, our answering machine is voice-activated,
so if you speak too softly, it may not record or if you leave
long pauses, the machine will cut off and you may or may not
realize it. You might have forgotten to leave your phone number (that
happens a lot). People are upset and worried
about the animal and just don't realize they forgot their phone
number. Perhaps you forgot to leave an area code (to return long
distance or toll calls, we need your area code!).
We've even had people leave our phone number as their own! I
guess in their panic over the animal, they glance down at our
number written on a piece of paper and read that off instead of
theirs. On our message, we ask people to repeat
their numbers twice. This is because very often as someone
is leaving a message, someone else is trying to get through
(we stay busy!). As anyone with Call Waiting knows, you
are alerted to another call by a "bleep, bleep." If you
happen to be talking during the Call Waiting bleeps, it literally bleeps out
what you're saying. I can't tell you how often this
happens. So if you
only give the number once, there's a chance part of it got
bleeped out...another potential reason for the lack of a return call.
Bottom line, if you don't hear back from us, there's a reason.
No matter what, we always, always, always return calls. So
if you don't hear from us, do not assume we're on vacation
(what's that?), too busy to call you, closed for the day, or
it's a holiday so we're not open (no
days off!). Call us back and leave another message, making
sure to speak loudly enough, remember to leave your phone
- If we determine your animal needs to come
to our facility for treatment, we will give you directions as to
where to meet us. By law, we are required to meet in a
well-lit, public location. We have a place that's easy to
get to on our end of the county. We will arrange a time to
meet (the sooner the better for the animal's sake). We
have recently incorporated a new policy that we will wait 15
minutes beyond the arranged time. After that, we will have
to leave to get back to our patients. It's sad, but we
have had people leave us sitting for over an hour. Some of the
reasons? Stopping by their child's school first to show
off the animal to their kid's class. Decided to stop and
get something to eat first. Got tied up on the phone with
a friend and was late getting away. We even had one woman
at the meet site run into a friend of hers. She saw me
sitting in the car in 99 degree heat, but instead of bringing me
the animal and THEN chatting with her friend, she chose to chat
with him first for 20 minutes before sauntering over to my car.
I had seen her standing there, talking, but didn't know it was
her since I'd never met her. When she finally came over,
she was completely unapologetic. Anyway, it's because of
people like that we've had to make the new rule. If
possible, we will get a cell number from you so, before we
leave, we will call to see where you are at and what the hold up
is. Obviously there are some things, like a flat tire or
an accident, that can't be helped, but if you're eating a Frosty
at Wendy's while I'm sweltering in my car..well, that's just