Voucher ProgramsWhile our previous delivery systems all focused on providing spay/neuter services directly to animals, our next system aims to bridge the gap between expensive veterinary care and the people and pets who want – but cannot afford – those services.
Rather than a veterinarian or clinic, voucher programs are typically managed by a community organization. That organization manages the program, including funding, applications, and distribution of vouchers to the folks who need them most. That organization is also in charge of partnerships. They build relationships with veterinary providers in the community to foster a list of providers willing to accept their vouchers from the general public.
The individual who receives a voucher is then able to go to any of the providers on that list, and redeem the voucher for free or reduced-cost spay/neuter services.
The managing organization will then subsidize, or reimburse any remaining cost directly to the veterinary provider for that service.
Such programs empower pet owners to take the initiative. There is more flexibility, as they are allowed to choose where they want to go, and schedule their own appointments.
Another benefit is that voucher programs can be tailored to target specific demographics, such as low-income households. They can even be used in response to natural disasters to aid displaced pets.
Voucher programs can vary from place to place. Some may be grassroots, with local organizations and vets banding together to meet a critical need. Others may be more formal, and managed by a statewide program. In general, a voucher program should include:
- Sustainable funding – In order to provide free or low-cost services to the public, there must be a secure source of funding to support the program. Whether this is a local foundation, a donor-restricted fund, or other source, funding will be key to the success and longevity of any voucher program.
- Partnership building – For any voucher program to work, there must be service providers available who accept those vouchers. Building relationships with local veterinarians and clinics is critical – the more veterinarians who participate, the more appointments that will be available for the community and the more animals that can be spayed/neutered.
- Community outreach – In addition to veterinarians, there should be additional outreach to other community organizations who directly engage with your target communities. For instance, a family who receives aid from a local (human) food pantry may also find themselves in need of spay/neuter help. Engage with the community, and any other rescues or organizations, who can help get the word out about the program to your target audience.
- Application process – Whatever criteria are needed to determine eligibility, there should be a clear, easy to understand application process. Take accessibility into account. For instance, if the application is online, is there a way for folks to apply if they don’t have access to the internet?
- Impact and assessment – Like any program, voucher programs should collect data and aim to improve. You’ll want to be sure your vouchers are being used, and whether the program is successful. How many animals are spayed/neutered? What was the process like for the individual? Were there any challenges or barriers? What were they? Is there a way to improve moving forward?
For more information about voucher programs, we turned to Sheri Gustafson, Program Coordinator for the spay/neuter voucher program at Mass Animal Fund, serving the Commonwealth of Massachusetts. Their voucher program began in 2014, and receives over 50 requests for help each week.
What are the most critical components to a voucher program?
To have a successful voucher program, the most critical things to work out in advance of starting surgeries are:
- Develop clear reimbursement terms and conditions. Make sure the veterinary providers have a solid understanding of what is expected and what is covered by whom (owners versus funding source). For our program, each veterinary provider signs a contract and gets a provider handbook along with a scope of services.
- Have clearly-defined voucher eligibility guidelines and an easy way to screen applicants. For example, our guidelines are available here. To apply for our vouchers applicants must go through their local animal control officers (ACOs). The local ACOs can use this program to address issues in their communities and often are very familiar with the needs in their area.
- Stick to an approved budget. Guarantee voucher cost won’t surpass funding, and ensure providers get paid quickly after services. Our program receives over 80 percent of its funding from donations at tax time, so as soon as the tax season closes we are voting on how much we are spending on spay/neuter resources for the next calendar year. Since the need in our state is always more than this number, we issue vouchers off a waitlist to make sure we maintain a steady flow of assistance and don’t overspend. We provide applicants with the approximate wait time upfront. The waitlist also has priority tiers so that animals in urgent need of services can be addressed quickly.
- Have a collaborative network with open communication. Our voucher program is designed to help prevent animal homelessness in the Commonwealth. Keep realistic expectations; to make a dent on such a big issue no one organization can do it alone. Our program is a safety net that complements low-cost options. It helps by providing a solution for individuals who can’t be helped through other spay/neuter options. Keep a list of other programs and their guidelines handy and refer applicants to the list if those programs can help them sooner.
What question do you get the most about your voucher program?
How to apply. When I started in the field over 15 years ago, I would often have to explain the benefits of spay/neuter to pet owners. It’s nice to see that nowadays people seem to see spay/neuter as a standard need for responsible pet ownership.
If I were thinking of starting a voucher program, where would I begin?
Our program started through legislation that created a funding mechanism through voluntary donations on income tax returns. This legislation was part of a big overhaul of the animal laws in Massachusetts and it took the efforts of countless people from all aspects of animal welfare to make it happen. Projects like this one start with a simple idea and then work on recruiting the right people to help turn that idea into a working program.
Do I need to work with the state to offer a voucher program?
No, there are private non profit organizations that have voucher programs. However, our program has state-wide coverage, so being under the MA Department of Agricultural Resources was the best fit.
Are there pros/cons to having a state-run voucher program (as opposed to a more grassroots program)?
Since we are a state program and not a traditional 501(c)3 nonprofit, we aren’t eligible to apply for many spay/neuter grants or do traditional fundraising campaigns.
However, the State of Massachusetts has been very supportive of our Voucher Program and has helped us in many ways. The state has provided us with over $650,000 in additional funding through MA state budget line items. We get to partner with other divisions, such as MassDOT, who have allowed us to get free PSAs to encourage donations at tax time. We also utilize the state’s offices and resources, so we can keep our overhead costs very low.
What is the biggest benefit of a voucher program?
Animals in need can be anywhere, and there are pockets of poverty scattered across Massachusetts. The wide network of the voucher program allows us to assist any animal in need in a low-income household, regardless of zip code or geographical region.
What’s the hardest part about getting started?
Initially, the need for assistance can seem overwhelming. In one of our first weeks, we received over 1,000 requests for help. Make sure you pace your voucher flow. Be very careful to not send out more vouchers than your veterinary network can manage. Check-in with your veterinary partners often and ask if there is anything that you can do to make the process easier for their staff.
What’s the best part of running a voucher program?
Getting updates like the ones below:
“Thank you so much! Olive is my everything. She deserved the best treatment, and we got it! We are extra grateful for Mass Animal Fund because, without the voucher, there wouldn’t have been any possible way that I could’ve covered the cost of surgery, medication, her shots, etc. – it’s all made possible by Mass Animal Fund program!”
“Scout is doing wonderful! Thank you so much! As a low-income single mom, vet bills are tough. Scout is my 5-year-old son’s best friend and I’m so happy programs like this exist to help keep him healthy!”
If you could go back in time, what piece of advice would you give yourself?
Make sure you leave room in your voucher program plan for adjustments and changes. Procedures may seem solid on paper but once you get started don’t be afraid to adjust and modify things to make them run smoother.
Any other tips for folks who would like to start a voucher program of their own?
If you are thinking of starting a voucher program, talk to everyone you can already doing one. Learn from our successes and challenges and don’t be afraid to rework aspects of your program as needed.
Anything else folks should know re: this delivery system?
Since the Mass Animal Fund Voucher Program’s start in July of 2014, the Fund has assisted over 19,000 cats and dogs in the Commonwealth. It’s been a lot of hard work, but it has been worth the effort. Each year we get a little bit closer to making sure that all animals in our state have access to spay/neuter resources.
Last words?
Thank you for letting me talk about our voucher program! If anyone is thinking about starting their program, please feel free to reach out to me at Sheri.Gustafson@mass.gov and I’ll be happy to provide any additional information I can.
Want to learn more about voucher programs? Here are some groups to look at:
