Complete all five modules below, then claim your certificate of completion. Each module unlocks after you acknowledge the one before it.
- Read each module from top to bottom.
- Click “I’ve read this section” to unlock the next module.
- After completing all five, claim your certificate below.
A.E.R.O.’s intake line runs on a small set of tools — all inside Google Workspace, plus Slack for team communication. This module covers what each tool does and how to get in. For step-by-step setup instructions, refer to the Intake Line Volunteer SOP or reach out to the Intake Line Coordinator for hands-on training.
Your Google Account
Almost everything runs through one shared Google account: contact@aeroanimalrescue.org. Your login credentials will be in your onboarding email. One login gets you into Voice, Drive, Calendar, and Gmail.
Your Tools
📞 Google Voice
Your primary shift tool. All public calls and texts come in here. You respond and make calls without using your personal number.
Check Messages, Voicemail, and Calls in the left sidebar. Voicemail transcriptions aren’t always accurate — listen when in doubt.
📁 Google Drive
A.E.R.O.’s file storage. The Intake Line folder is your home base — SOPs, reference docs, and photos from finders all live here.
📅 Google Calendar
Where shifts live. Open shifts show a four-square icon; no icon means it’s taken. Use the booking link to sign up for coverage.
📧 Gmail
You have access to the A.E.R.O. inbox but are not responsible for answering emails. Mainly used to verify submitted intake forms.
Slack
Slack is how the A.E.R.O. team communicates. You’ll use it to coordinate with volunteers, get real-time updates, and catch alerts like rabies positive notifications. An invite will come via email when it’s time to join.
Full setup instructions for all tools — including step-by-step Google Voice and Slack walkthroughs — are in the Intake Line Volunteer SOP.
📎 Module Resources
- Intake Line Volunteer SOP — step-by-step setup instructions for all tools (placeholder link)
- Volunteer Quick Reference Guide — Google Workspace, WRMD, and Slack at a glance. Sent upon completion of all training modules — contains your login credentials.
A quick orientation to what the intake line is, what’s expected of you, and how your shifts are structured. If you’ve already watched the intro video, a lot of this will look familiar.
What Is the Intake Line?
The intake line is A.E.R.O.’s first point of contact with the public. Callers include members of the public, Animal Control Officers, fellow rehabbers, and other organizations. As a volunteer operator, your job is to assess wildlife situations, provide appropriate guidance, and make sure animals get the help they need.
All intake line volunteers must be trained and have read the SOP. Keep it handy during shifts as a reference.
Your Responsibilities
Your Role: Intake Line Operator
Other roles — Data Entry, Education & Support, Coordinator — may open as A.E.R.O. grows.
Shift Structure
The intake line runs 7 days a week in three 4-hour blocks. There are 21 shifts per week total.
Volunteers commit to a minimum of 4 shifts per month on a fixed, recurring schedule (e.g., every Tuesday 8 AM–12 PM). Consistency matters — it helps you build familiarity with A.E.R.O.’s partners, common scenarios, and your own workflow. The Intake Line Coordinator will check in with you quarterly to reconfirm availability.
To sign up, use the Google Calendar booking page. Only available shifts will appear.
The Call-Out Policy
Life happens. If you can’t make a shift, follow this guidance:
| Time Until Shift | Primary Action | Contact |
|---|---|---|
| 48+ hours | Post in Slack | Volunteer pool |
| 24–48 hours | Post in Slack + DM Coordinator | Volunteer pool & Coordinator |
| Under 24 hours | Text directly | Intake Coordinator |
Failing to follow the call-out policy on three separate occasions will result in a review of your volunteer role.
Shift Essentials
No two shifts are identical, but here’s the general flow. Download the checklist in the resources section to keep handy during your shift.
Get Ready
- Open Google Voice, Drive, Slack
- Set Slack status to Active
- Enable Google Voice notifications
- Open reference materials (SOP, flowcharts)
Review Prior Shift Notes
- Read Slack handoff from previous volunteer
- Check for open/unresolved items
- Verify open items aren’t already resolved
Assess Your Queue
- Check Google Voice for unread messages (bold = new)
- Identify anything urgent or time-sensitive
Triage Priority Order
- Animal emergencies (open or new)
- Close the loop on pending follow-ups
- Simple/routine guidance (renesting, mange fox)
- Status update requests (last priority)
Summarize Open Items
- List unresolved cases still in progress
- Note pending follow-ups (callbacks, transport, etc.)
- Flag any animals still needing placement
Leave a Handoff Note in Slack
- Summary of open items + priority level
- Anything unusual that happened during shift
- Helpful contacts or resources used
Urgency Flags
- Clearly mark anything time-sensitive
- If animal placement is still needed, say so explicitly
📎 Module Resources
The core of your role on shift. This module covers how to handle a call from first contact through to coordinating next steps for the animal.
Our Service Area
Always confirm location early in a call. A.E.R.O. serves these Virginia counties and cities:
For calls outside this area, you may — but are not required to — help identify a local rehab organization or refer to county/state animal services.
The Call Workflow
Whether it’s a text, voicemail, or call, follow this general flow. Use Google Voice for all outbound communication.
Identify Yourself
Always state your name and role when reaching out. Use Google Voice for all outbound communication.
Gather Key Information
Ask questions to assess the situation. Be patient — finders don’t always have all the answers.
Assess the Situation
Take a beat. Let the finder know you’re working on next steps. You don’t have to solve it alone:
Guide the Finder
Use the situation cards below to guide your response. Approved response text for common situations is also available — no need to write from scratch every time.
Situation Guidance
Coordinating Injured Wildlife
Once you’ve assessed the situation and determined intervention is needed, here’s how to coordinate next steps.
🏥 Rehab vs. Emergency Partner
A.E.R.O. rehabbers provide stability and support. Emergency partners handle cases needing immediate intervention.
- Minor injuries & orphans → A.E.R.O. at-home rehabbers
- Serious/complex cases → Blue Ridge Wildlife Center or Wildlife Veterinary Care
Note: Blue Ridge closes at 5 PM — after hours, ask a rehabber to temporarily hold the animal.
🔍 Identify a Rehabber
Use the A.E.R.O. rehabber list to find the best match. View Rehabber Directory (placeholder — new site).
- Always use the A.E.R.O. list first
- Review rehabber notes before reaching out — not all rehabbers take all species
- Text is preferred; you may need to contact multiple rehabbers
- Provide the finder with the rehabber’s phone number to coordinate directly
🚗 Coordinate Transport
The finder’s own transport is preferred. If that’s not possible:
- For drop-off to Olivia: direct the finder to coordinate via the intake line number
- For all other rehabbers: provide phone number and let the rehabber share their address directly — do not share rehabber addresses yourself
- If finder can’t transport, check the A.E.R.O. transporter list
📋 Send the Intake Form
A completed intake form is required for all wildlife going to an A.E.R.O. rehabber. Send the link via text:
- Prefer form completed before drop-off, but follow up if timing doesn’t allow
- Completed forms appear in the A.E.R.O. Gmail inbox
- If going to Blue Ridge, they have their own intake process — find current forms pinned in Slack
📎 Module Resources
Some calls require immediate action. This module covers how to identify a wildlife emergency, what to ask, and how to guide a finder through safe containment and transport.
First: Ask These Five Questions
When a call may involve an emergency, gather this information fast:
Recognizing an Emergency
Any of the following conditions signals a wildlife emergency. When you see these, act quickly.
🪱 Maggots Present
Fly eggs or maggots can cause irreparable damage quickly. Euthanasia may be necessary if severe.
🩸 Bleeding or Bruising
Any presence of blood — fresh or dried — or a hematoma indicates an emergency.
🐾 In Another Animal’s Mouth
Dog or cat attacks are always emergencies, even with no visible injury. Tiny punctures can cause fatal infection.
😴 Unconscious
Eyes closed, shallow pulse, unresponsive. Needs immediate care.
🏠 Kept as a Pet
Any animal kept as a pet must be evaluated before release. Reptiles held 30+ days are no longer releasable.
🚶 Approaching Humans
Abnormal unless the animal has been fed by humans. Needs prompt assessment.
💀 Baby Next to Dead Adult
Indicates orphan status. Baby needs immediate care.
🚗 Hit by a Vehicle
Trauma can be severe even without visible injury. Get to rehab as soon as possible.
🌀 Head Tilt / Odd Position
May indicate trauma or disease. Ask for a photo to help assess.
🥶 Hypothermia
Being too cold affects mammals and birds. Provide a heat source immediately.
🥵 Hyperthermia
Overheating causes burns and heat stroke. Move animal from heat; apply cool (not cold) wet towels.
🪶 Drooping Wings
Something is wrong. Bird will likely be easy to capture.
🕸️ Stuck in Glue Trap or Netting
Removal must be handled by a rehabber to avoid further injury.
Guiding the Finder: Safe Containment & Transport
Walk the finder through these steps. Every wild animal will treat a human as a predator — always remind finders to assess the animal before approaching. If they’re uncomfortable, that’s completely okay. Never pressure them.
Prepare — Protect Yourself First
- Put on gloves before touching or approaching the animal
- Avoid direct contact whenever possible
- Do NOT pick up any animal you cannot safely contain
Thick leather gloves for mammals and raptors. Light towel for birds. Call us before handling anything unusual.
Contain — Box It Up
- Use a cardboard box or ventilated pet carrier lined with an absorbent cloth
- Secure the lid to prevent escape
- Birds: drape a light towel over the bird first, then guide into box
- Reptiles: use a stick or shovel — never bare hands with snakes
Box size matters — snug but not cramped. The animal should not be able to thrash around.
Calm — Dark, Quiet, Warm
- Place the box in a quiet, dark area away from pets and children
- Most injured animals need heat: place a heating pad on LOW under half the box, or use a warm (not hot) water bottle wrapped in a towel
- Do NOT place in direct sunlight — overheating is dangerous
Darkness reduces stress significantly. Remind finders to resist the urge to check on the animal repeatedly.
No Food or Water
- Do NOT give food or water unless a licensed rehabber instructs otherwise
- Even water can be dangerous for some species
- Fruits, bread, milk — all harmful. When in doubt: nothing.
This is one of the most important instructions. Finders often want to help by feeding — kindly but firmly discourage it.
Transport — Drive Smoothly
- Finder transport to the rehabber is strongly preferred
- Drive smoothly — avoid sudden stops or sharp turns
- Keep the car quiet and the box level and secure
For directions: provide street name only until coordination is confirmed. Never text a rehabber’s full address.
Species-Specific Tips
| Species | Key Guidance |
|---|---|
| 🦝 Mammals | Thick gloves required. Avoid direct eye contact. Even small mammals can bite and scratch. |
| 🐦 Birds | Drape a light towel over first to calm. Raptors have sharp talons — heavy gloves essential. |
| 🐍 Reptiles | All snakes can bite — venomous or not. Use a stick or shovel. Call A.E.R.O. before handling. |
| 🐣 Baby Animals | Keep warm and dark. Do NOT attempt to feed. Contact A.E.R.O. immediately for guidance. |
📎 Module Resources
A high-level overview of species guidance and key references for the A.E.R.O. Intake Line. This module covers the basics — for detailed step-by-step guidance on any species or situation, always refer to the full Intake Line Volunteer SOP.
🐣 Baby Animals — Renesting & Reuniting
Reuniting or renesting is always the first option for a healthy, uninjured baby. Before recommending intake, guide the finder through reuniting attempts — this is almost always the better outcome for the animal. Review the SOP for full step-by-step reuniting guidance for each species.
🐦 Songbirds
Development stage matters — hatchling, nestling, or fledgling each require different guidance. Fledglings on the ground are often normal; parents are usually nearby. For nestlings, guide the finder to locate or create an artificial nest within 20 feet of where the bird was found.
See SOP for nest type guidance (cavity, cup, or tree nesters) and monitoring timeframes.
🐿 Baby Mammals
Species matters — squirrels, opossums, foxes, raccoons, cottontails, and others each have specific reuniting setups. Always direct finders to wear gloves. Keep the baby warm and dark while attempting reuniting.
See SOP for species-specific reuniting setups, wait times, and when to discourage intake.
🦎 Reptiles
There are no orphan reptiles. If a finder has a healthy, uninjured baby reptile, simply advise them to place it back outside where it was found. No action is needed.
For injured reptiles, coordinate intake per standard process.
Quick Decision: Should I Attempt Reuniting?
- Healthy + uninjured? → Yes, attempt reuniting first
- Injured, sick, or in immediate danger? → Skip reuniting, coordinate intake
- Mother confirmed dead? → Skip reuniting, coordinate intake
- Fledgling on the ground? → Likely normal, advise finder to leave it and watch for parents
🚫 Animals Outside A.E.R.O.’s Scope
Not every animal A.E.R.O. receives a call about is one we can help. Knowing when and how to refer finders elsewhere is an important part of your role.
| Species / Category | Why A.E.R.O. Cannot Help | What to Tell the Finder |
|---|---|---|
| Fawns / Deer | CWD county restrictions complicate rehab | We can offer advice, but rehab is restricted. Refer to A.E.R.O. guidance. |
| Bears | Not licensed to rehabilitate | Refer to the Wildlife Center of Virginia: (540) 942-9453 |
| Nonnative / Invasive Species | Licensed restrictions — working with nonnative species risks our licensing | “Due to restrictions from the Department of Wildlife Resources, we aren’t legally allowed to work with non-native/invasive species.” |
| Companion Animals (dogs, cats, etc.) | Outside wildlife rehab scope | Refer to local animal control |
| Out-of-State Animals | Must be handled under the laws of the state where found | Refer finder to appropriate authorities in that state |
📚 Reference Materials
A.E.R.O. maintains a range of reference materials to help volunteers handle complex or unfamiliar situations. Knowing where to look is just as important as knowing the answer.
The A.E.R.O. Intake Line Slack channel has resources pinned under Bookmarks and Pins — check there first when you need quick reference during a call.
📖 Intake Line Volunteer SOP
The authoritative reference for all intake procedures, species guidance, reuniting protocols, and policy. When in doubt, consult the SOP. All volunteers should review it fully.
🦉 Species Age Charts
PDF charts for identifying the age and development stage of common wildlife species. Accurate age assessment is critical for reuniting decisions. Available in the SOP and Slack.
🗺️ County Animal Services Contacts
A.E.R.O. maintains a spreadsheet of county-level animal control contacts. Use this for referrals and coordination — do not share ACO direct numbers with finders; provide general phone numbers only.
🔖 A.E.R.O. Website Resources
The A.E.R.O. website will host additional guides, flowcharts, and reference materials for volunteers. (Placeholder — full resource library coming with the new site.)
💬 Slack: Notebooks & FAQs
The Intake Line Slack channel includes a knowledge base and FAQ resources to help answer common caller questions. When in doubt, search Slack or ask a rehabber.
📞 Rehabber List
A current list of A.E.R.O.-coordinated rehabbers is maintained internally. Access through Slack. Always confirm availability before giving finder contact details. (Full list accessible in the volunteer portal — placeholder for new site.)
If you’re unsure during a call, it’s always okay to put the finder on hold, check Slack or the SOP, and come back with the right answer. Getting it right matters more than getting it fast.
📎 Module Resources
🎉 Training Complete!
You’ve completed all five modules. Enter your name below to generate your certificate of completion.
Certificate of Completion
Has successfully completed the A.E.R.O. Intake Line Volunteer Training Program, demonstrating familiarity with A.E.R.O. systems and tools, intake line responsibilities, call response procedures, wildlife emergency protocols, and species reference guidance.