Interview with Jenn Nyhof - Innovation Showcase Scholarship Nominee

Jenn Nyhof was one of the Innovation Showcase Scholarship Nominees at the Western Adjudication Event. Nyhof is from Thompson, Manitoba and is currently a 4th year veterinary medicine student at the Western College of Veterinary Medicine in Saskatchewan. She is the President of the University of Saskatchewan One Health Club, and am a founding member of The A.C.H.O.I.C.E. Program. Read more about Nyhof’s nomination here.

InfoStream (IS): The pet experience is clearly very important to you. Tell us more about how this came to be.

Jenn Nyhof (JN): I have always had a passion for working with people and animals. I was able to fully appreciate the importance of the human-animal bond about 10 years ago, after grieving the loss of a pet. Also, having worked throughout Canada’s North for the past 8 years, I realized that as a veterinarian, I would have the opportunity to be a leader in the community, and advocate for human and animal health and welfare.

IS: Tell us about the A.C.H.O.I.C.E. Program. What should we know about it?

JN: On any given day, individuals and families across the country are in crisis, or are dealing with an emergency situation. With the knowledge that many Canadian households have at least one pet, it can be assumed that many people who are in crisis are pet owners. Pets may provide emotional support, comfort, companionship, and a sense of security and safety. The benefits of pet ownership are especially important during stressful times.

It is vital that those in crisis seek out assistance as they work towards the successful resolution of their situation. While individuals and families seek assistance, they may have to relocate from their homes, or they may be unable to care for their pet temporarily. It may be difficult for those in crisis to make suitable arrangements for their pets. Further, pet owners may be reluctant to deal with a crisis unless they can be assured that their pet will be safe and well cared for. Failure to consider pets during a crisis or emergency may be a barrier to ensuring the safety of families.

Last year, The University of Saskatchewan offered funding to students for the purpose of carrying out projects that emphasized the One Health concept. This was a key opportunity for us to identify solutions to assist those in crisis. We were privileged to receive this funding, and used it to create the framework for the A.C.H.O.I.C.E. Program. The Program framework was developed following extensive consultation with stakeholders, and serves as an evidence-based model.

A.C.H.O.I.C.E. stands for Animal Care and Housing for Owners in Crisis or Emergency Situations. This Program is designed to be a national, non-profit, charitable organization. Through the provision of resources, The A.C.H.O.I.C.E. Program will allow for the temporary care and housing of pets. As well, through advocacy, education, and the provision of grants, the Program will assist pet owners with safety planning, emphasize the need to consider pets as a part of any crisis management process, and assist other organizations in their quest to foster the human-animal bond.

Currently, the Program is in Phase 1 of implementation. It is hoped that the program will be fully operational as of 2017.

IS: Tell us about the One-Health Initiative that the A.C.H.O.I.C.E. Program encompasses.

JN: The One Health Initiative involves the use of a multi-disciplinary, collaborative approach when working toward solving problems. It focuses on the connections between human, animal and environmental health. When the framework for The A.C.H.O.I.C.E. Program was designed, we developed a video to highlight the importance of using a One Health approach.

IS: Is there an experience that helped you see the importance of the A.C.H.O.I.C.E. Program? What in your history has taken you to where you are now?

JN: About 7 years ago, I heard the story of a young woman in a Northern community who had been a victim of abuse. After exhausting all the resources she had available to her, she made the tough decision to relinquish her dog to a local humane society. She was devastated, but she felt she had “no choice” but to give up her pet permanently. At that time, I was working as a public health practitioner. I felt as though there had to be a way to help those in need. Having now entered the field of veterinary medicine, and with the One Health concept in mind, the A.C.H.O.I.C.E. Program represents a unique opportunity to make a difference in the lives of people and animals.

IS: What are the most critical problems faced by pet owners in a crisis?

JN: Domestic Violence Example:

In 2000, the Ontario SPCA contacted various women’s shelters, with the purpose of examining the relationship between domestic violence and animal cruelty. 43% of those surveyed indicated “concern over their pet’s welfare had prevented them from leaving an abusive situation sooner”. Some victims of domestic abuse delayed seeking help because they were concerned about the well-being of their pet.

Further, some of the individuals who make the decision to leave an abusive situation end up losing their pet as a result. Victims of domestic abuse have reported trying, unsuccessfully, to find homes for their pets while they sought assistance. References:

• Daniell C. Ontario SPCA’s Women’s Shelter Survey Shows Staggering Results. The Latham Letter. 2001; XXII(2):16-7.
• McIntosh SC. The links between animal abuse and family violence, as reported by women entering shelters in Calgary communities. 2004.
• Ontario Veterinary Medical Association, Safe Pet Program. 2007.

Medical Care Example:

Studies show that when a strong human-animal relationship exists, an individual may delay seeking medical care, may fail to follow medical advice, and may be reluctant to leave substandard housing conditions, if it interferes with the human-animal bond. References:

• Morley C, Fook J. The importance of pet loss and some implications for services. Mortality 2005; 10(2):127-43.
• Siegel JM. Stressful life events and use of physician services among the elderly: the moderating role of pet ownership. Journal of Personality and Social Psychology. 1990; 58(6):1081-6.
• Smith B. The ‘pet effect’. Health related aspects of companion animal ownership. Australian Family Physician. 2012; 41(6):439-42.

Homelessness Example:

Of the 28,500 people in Canada who are homeless at a particular point in time, approximately 2,900 of these individuals are considered “unsheltered”. Because pets are often not considered when assistance programs are designed, homeless individuals may avoid entering transitional housing because of pet ownership. References:

• Gaetz S, Donaldson J, Richter T, Gulliver T. The State of Homelessness in Canada. 2013. Canadian Homelessness Research Network Press.

Summary:

During a crisis situation, pet owners may go through a decision-making process (Figure 1). If those in crisis decide to seek assistance, but if limited financial resources or social supports are available, the human-animal bond may not be preserved. If those in crisis delay seeking help, they may remain in unsafe situations. This may have adverse effects on both human and animal health.

Figure 1: Decision Tree, and Possible Outcomes, for Pet Owners in Crisis

IS: How are these problems currently being handled?

JN: A number of excellent assistance programs are currently in place. For example, the Calgary Humane Society offers a PetSafe Keeping Program. This Program offers support to victims of domestic violence. The A.C.H.O.I.C.E Program is designed to complement and enhance the Programs that are currently in existence. The A.C.H.O.I.C.E. Program will also provide assistance to those living in under-serviced areas throughout the country.

IS: How will the program be funded? Are there any sponsors?

JN: To date, the Program has received funding from private, individual donors. A GoFundMe campaign has been established. We are applying for additional funding by way of federal and provincial grants. A 60 second promotional video is currently being developed, with the goal of soliciting donations from sponsors.

IS: Looking into the future, what are your ultimate goals for the A.C.H.O.I.C.E. Program?

JN: Once the Program is fully operational, the A.C.H.O.I.C.E. Program will enhance human and animal health and welfare, emphasize the importance of the human-animal bond, promote autonomy and empowerment, and foster collaboration amongst stakeholders.

Brenda Bonnett to speak during Summit Session III: The Challenges of the Pet Experience

The urban animal industry is facing a variety of challenges in communities around the world. Several factors determine each experience and every challenge but many maintain underlying similarities. Collaboration, education and communication throughout the industry is a necessary step to creating healthy communities for people and pets.

Which trends are challenging the urban animal experience? Are these challenges best defined as problems addressed by a 'solution' or as dilemmas requiring innovation to convert them into an opportunity.

Dr. Brenda Bonnett has studied the pet experience around the globe. Her multifaceted international experience and research will be explored during her Summit 2013 Facts & Evidence Session III: The Challenges of the Pet Experience presentation.

Formerly tenured faculty at the Ontario Veterinary College, Brenda is now a Consulting Epidemiologist. Her research and projects in Europe and North America include development of national and international programs with kennel clubs, numerous pet welfare initiatives spanning the National Council on Pet Population and the recent American Humane Association Cat Welfare Forum.  

Dog Politics: Karen Stintz on Metro Morning

Dog Politics

Not long ago, Ledburry Park was at the centre of a battle between dog owners and pretty much everyone else who used the park. This morning, Matt Galloway spoke with Toronto city councillor Karen Stintz. She is featured in DOG DAZED, which airs tonight at 9 p.m. on CBC's Doc Zone.

Karen Stintz will be speaking about the Ledburry Park debate as well as the documentary at the 2013 Regional Conference in Toronto on 17 April. 

Interview - Randy Valpy, VP & Managing Director, Pets Plus Us

Randy Valpy (RV) is one of Canada's best known industry leaders. Last year, Randy accepted the challenge to create a new division of RSA (Royal and Sun Alliance). Pets Plus Us is the newest entry into Canada’s pet health insurance market. InfoStream caught up with Randy at the new headquarters for Pets Plus Us, just west of Toronto.

InfoStream (INFO): A year ago we visited with you just after you accepted this new position. So the first question should be; What have you discovered about Pet Health Insurance during the past year? 

RV: Well, first of all, we conducted insight panels with vets, pet owners and other industry experts and we learned there are many 'white spaces', that is, places where there is an opportunity to add value to pet owners. Second, we discovered pet insurance isn't perceived as a positive addition to most pet families because of deep seated negative perceptions. Finally, the most important thing we learned was that an increasing number of pet owners are proactive and responsible; They want to get it 'right' but they don't always have the resources at their finger tips to make the best decision.

INFO: Last year we noted that pet insurance in Canada had a market penetration of about 1% which translates into health coverage for around 150,000 pets. This performance seems somewhat dismal for an industry that has been working at it for more than 20 years. What kind of negative perceptions did you uncover?

RV: Pet families are skeptical about health insurance for their pets. They hear a lot of 'no'; they expect the 'fine print' to squash their coverage; they think underwriters stack the deck against them; and, they find it hopeless when they aren't allowed to choose from a list of treatments and coverage they might like to have. Moreover, these perceptions often become their reality just when they experience a pet crisis and need a helping hand.

INFO: Wow, no wonder pet owners feel negative.  But how do you think you can turn these perceptions around when you have profits, low loss ratios and financial performance to achieve?

RV: Sorting this out required market research, lots of listening and a substantial investment in modeling what we had discovered. In the end, the solution turned out to be simple. We need to focus on supporting the pet owner, becoming their ‘best friend’, the ‘house of yes’, the place they turn when difficulties are encountered and the community with whom they celebrate the wonderful things they enjoy about their pet.

INFO: When we listen to you, we hear your excitement and we wonder if this is something that can power–up an industry which has not often been ‘pet owner centric’. Can you elaborate on the essential elements?

RV: We call these elements ‘instincts’ and we expect them to guide our day-to-day activities:

• We want to be people lovers and pet lovers – happy pet owners mean happy pets and vice versa.
• We want to be excited when we encounter challenges and ask, ‘What would Rin Tin Tin Do’?
• Like ‘service animals’ we live to serve the community of pet owners.
• We believe in the ‘Power of the Pride’ – it’s not about me, it’s about we, it’s about us, it’s about them.
• We want to keep it ‘Wild’ because we know that innovation can drive the industry and fuel our growth.

INFO: This sounds good but lots of good ideas have come and gone.  How do you intend to keep your staff and colleagues focused on delivering these instincts?

RV: One of the things you can observe in great companies is a kind of corporate DNA, ‘the genetic propensity to behave in a certain manner’.  RSA is more than 300 years old and is committed to keeping people moving forward.  The way I have described our instincts is fresh and new, but you can see the company has maintained many of these traits over a long and very rich heritage. RSA reaches beyond itself to illuminate global situations from Polar Bears to Rain-forests and even provides emergency response capabilities to flood victims. At RSA, our reputation, our purpose and our beliefs will attract like minded people. The Pets Plus Us environment will nurture and celebrate ‘Best in Show’ elements that deliver positive impact while eliminating the ‘Pet Peeves’ that become barriers to success for us, the pet owner and the industry.

INFO: Randy, your literature shows you are ‘on a crusade to champion pet owner happiness’. Why would you take on moving the industry toward this goal and how do you think it can be accomplished?

RV: The why is easy. Every insured pet, regardless of who insures it, is a safe pet. The day always seems to come, when the pet needs insurance and that is the day pet owners are happy they had foresight to purchase insurance. The how is a bit more complicated, but it’s not hard. For 11 years I have encouraged and supported those who say that we need to work collaboratively to achieve pet owner happiness. As a founding member of NAPHIA, I worked with other members to bring the North American insurance industry into alignment. I also helped found the Summit program which gathers up like minded collaborators across North America to create healthy communities for pets and people. Pets Plus Us will intensify and strengthen this crusade for Pet Owner Happiness.

INFO: So what's next?

RV: Over the next few days, the OVMA convention will serve as our ‘coming out party’ and give us a chance to introduce the Pets Plus Us brand to the industry. Sometime in mid-February, we will introduce a full complement of accident and illness coverage. Later we will introduce new wellness products that allow veterinarians to establish conversations and services with pet owners who desire a program of regular visits to provide a better quality of life for each pet. However, I am most excited about the new Pets Plus Us Pet Owner Community that provides pet owners with Air Miles™, resources, subscriptions, forums, blogs, a photo album and support for conversations with other pet owners.

INFO: Congratulations Randy! Pets Plus Us has intriguing components that are good for the pet, good for the pet owner and good for the pet industry. Tell us what you believe success will look like?

RV: Our ambition is to be the fastest growing Pet Insurance Company by 2015 and that won’t be the end, but it may be the end of the beginning!

INFO: Thanks for investing time to update the industry!

RV: Thanks for the investment you make to keep everyone aligned!

Check out Pets Plus Us

Landals Retires from ABVMA

Dr. Jennifer Willans, on behalf of the Alberta Veterinary Medical Association Council, announced today that Dr. Duane Landals will officially retire from the position of Registrar on 10 February 2013.

Dr. Landals has lead the ABVMA for the past 13 years and also been involved in many other aspects of veterinary medicine on behalf of his colleagues in Alberta, Canada and around the world.  Dr. Landals has been invited by the council to remain on staff in an advisory position during the next eight months.  Dr. Darrell Dalton will take up the responsibilities as Interim Registrar.

An Interview with Louis McCann of PIJAC Canada

The Pet Industry Joint Advisory Council of Canada, PIJAC Canada, has long been the voice for Canadian Service Providers, Suppliers and Retailers.  Since 1991 it has been lead by Louis McCann, an Executive Director with a background in Enforcement, Humane and Rescue and a vision for a collaborative industry that meets the needs of the ultimate client, the pet family. InfoStream caught up with Louis recently at his home in St. Pascal, just outside of Ottawa.

InfoStream: Louis, you have the longest tenure of any Executive Director in the Canadian Industry. What is the secret of your longevity?

Louis: I've had a lifelong passion for animals, I have confidence humanity ultimately does what is right and I  have lived to realize progress being made toward a more collaborative future. These elements together with the support of my colleagues has given me a certain resilience as an industry spokesman and as the executive director of the association representing those who serve pet families across Canada.

InfoStream: Everyone who meets you sees the passion for animals. Tell us more about how this came to be.

Louis: As I grew up, I imagined myself becoming a veterinarian and working with animals. However, circumstance led me in a different direction. Equipped with a degree in Wildlife Management and certification from the McGill Institute of Management, I became the Director of Cruelty Investigations and Director of the Wildlife department for the Canadian SPCA in Montreal. Eventually, my interest in working with the urban community extended from intervening in the lives of more than 10,000 animals each year to developing a store inspection program. But, the component I enjoy most is contact with pet families who are experiencing the joy of owning a pet. This gives me a great deal of satisfaction.

InfoStream: The pet experience is big for you. Tell us about your pets.

Louis: My family and I have two Newfs, a yellow Lab and three cats. These animals don't judge us, they give us unconditional love and they provide our family with incredible impact and enjoyment. We can't imagine being without them but I know we sometimes take this for granted. Recently, I was attending a Reptile Show in Quebec and I saw first hand the kind of excitement and enthusiasm those owners projected toward their pets in a day and age when video games or computers capture a lot of attention. This kind of positive pet experience is what we need to celebrate and promote as an industry.

InfoStream: So let us understand something. If the companion animal industry only works when pet families have an awesome pet experience, why isn't this the foremost priority?

Louis: That is a question that is often debated. Sometimes I wonder if it is because some of us think 'good' only comes from one source. For instance, we are all involved in 'animal welfare', but sometimes we project this as the priority of only one sector of the industry. I think we confuse the pet family when we ask them to choose one industry member at the expense of another. The pet experience is 98% social and we all need to work together to achieve the awesome experience our pet family clients deserve.

InfoStream: It sounds like this is aligned with 'TheExperience Economy', Joe Pine talks about. What are the next steps for moving forward?

Louis: Some of us are involved in an industry wide conversation about the pet experience that was initiated at Summit 2012.  Dr. Drew Van Niekerk is leading this initiative and I am a big supporter. We are working to identify the values pets bring to our lives, our homes and our communities as well as to understand the barriers that pet families encounter as they seek an awesome pet experience. I expect this conversation will  be expanded during the 2013 Regional Conference tour in April and at Summit 2013 in October. Some of us have a vision of a new industry wide initiative 'Celebrating the Pet Experience' for 2014.

InfoStream: What do you see as the greatest risk for the industry?

Louis: Perhaps the greatest risk is not working together. We've all seen individuals who try too hard to hit a home run instead of just hitting the ball so their teammates can work with them to deliver a win. In the face of a declining pet population and other pressures, I believe this conversation is an essential element for the sustainability of this industry.

InfoStream: Anything else to share?

Louis: In French we say 'Le futur est à la collaboration'. Collaboration is the future and the only way we will deliver the 'Awesome experience' pet families deserve.

InfoStream: Louis, thanks for telling us your story and for leading your members to support this initiative! When you have time we should book another interview to tell the PIJAC Canada story.