Introduction

Brights Zoo is committed to fostering an inclusive and welcoming environment for all guests, including those with disabilities who require the assistance of service animals. This Standard Operating Procedure (SOP) outlines the zoo’s policies and practices regarding the admittance, supervision, and accommodation of service animals in compliance with the Americans with Disabilities Act (ADA) and other applicable laws.

Purpose

The purpose of this SOP is to ensure that guests with service animals are accommodated appropriately while maintaining the safety of the animals in our care, our visitors, staff, and the service animals themselves.

Scope

This SOP applies to all Brights Zoo staff, volunteers, contractors, and visitors.

Definitions

Service Animal: In accordance with ADA guidelines, a service animal is a dog or miniature horse individually trained to perform tasks for the benefit of an individual with a disability.
Emotional Support Animal: Animals that provide comfort but are not trained to perform specific tasks are not considered service animals under the ADA and are not permitted in public areas of the zoo.

General Policy

Brights Zoo welcomes guests with service animals as defined by applicable law.
Staff will not require proof of disability or ask for documentation for the service animal. However, staff may ask if the animal is required because of a disability and what work or task the animal has been trained to perform.
Service animals must remain under the control of their handler at all times and must be harnessed, leashed, or tethered unless these devices interfere with the service animal’s work or the guest’s disability prevents their use.
The handler is responsible for caring for and supervising the service animal, including toileting, feeding, and clean-up of waste.

Admission Process

Upon arrival, guests with service animals should inform admission staff of the animal’s presence.
Staff will provide an overview of zoo areas open to service animals, as well as areas with restricted access for safety reasons (see below for details).
Handlers will be offered a zoo map.
One of our public staff will explain that one of our staff will walk with them in the zoo to see how animals react to that specific service animal.

Restricted Areas

While the zoo strives to ensure access, certain habitats and buildings are off-limits to service animals to protect the health and safety of both the zoo’s animals and the service animals. These areas may include:

Behind-the-scenes animal care areas and staff-only zones
Budgie Landing
Giraffe Feeding Station
Quarantine or animal hospital areas

If a guest requires access to a restricted area, staff should discuss reasonable accommodations (such as staff assistance or access to information and experiences by alternative means).

Service Animal Behavior

Service animals must be under the handler’s control at all times.
Disruptive or aggressive behavior (barking, lunging, jumping, or showing signs of stress) may result in the service animal being removed from the zoo. In the event that the service animal is removed from the zoo, the guest would be allowed to return to the zoo without the service animal.
Handlers must immediately clean up and safely dispose of any waste produced by their service animal.
Service animals showing signs of illness (vomiting, diarrhea, coughing, etc.) should not be admitted for the safety of the zoo’s animals.

Emergencies and Incidents

If a service animal or zoo animal becomes distressed or aggressive, staff should calmly and promptly separate the animals and relocate the guest if necessary.
All incidents should be reported to zoo management immediately and documented according to incident reporting procedures.
In case of medical emergency involving a guest or service animal, contact emergency services as needed and follow established first aid protocols.

Staff Training and Responsibilities

All staff and volunteers must be trained annually on service animal policies and best practices for interacting with guests who have disabilities.
Staff are expected to treat all guests and their service animals with respect and professionalism.
Staff should know whom to contact with any questions or concerns regarding service animal access or incidents.

Frequently Asked Questions (FAQ)

Q: Can my service animal go everywhere I go in the zoo?
A: Service animals are welcome in most public areas, but some animal contact zones and behind-the-scenes areas are restricted for safety reasons.
Q: Are emotional support animals or pets allowed?
A: No. Only service animals trained to assist individuals with disabilities are permitted.
Q: What if my service animal needs a relief break?
A: Relief areas are available; staff can provide directions. Handlers must clean up after their animals.
Q: What if my service animal is denied access?
A: If you believe your rights have been violated, request to speak with a manager for immediate resolution.

Service Dog in Training

In Tennessee, businesses cannot generally deny entrance to a service dog in training, also known as an SDiT, if the dog and its trainer are from an accredited school. The law in Tennessee mirrors the ADA, requiring public accommodations to modify their policies to allow service animals, including those in training, to enter. However, the SDiT must be identified with a harness and leashed, and the trainer should be prepared to show documentation from the accredited training school.

Elaboration:

ADA and Tennessee Law:

The Americans with Disabilities Act (ADA) and Tennessee law require public accommodations to allow service animals, including those in training, to enter most places that are open to the public.

Accreditation:

A key distinction for service dogs in training (SDiT) in Tennessee is that they must be from an accredited school or training program to be granted access. This means that the trainer should be able to provide documentation from the school upon request.

Review and Updates

This SOP will be reviewed annually and updated as necessary to reflect changes in laws, best practices, and the needs of our guests.

Contact Information

For questions or concerns regarding the Service Animal SOP, please contact Brights Zoo Director at 423-257-1927 option 0. You may also use the contact us page on our website.