Park Ranger - Park Ranger Phoenix Zoo Employee Review

Our mission at the Phoenix Zoo is to advance the stewardship and conservation of animals and their habitats while providing experiences that inspire people and motivate them to care for the natural world. Safety, security, employee satisfaction and guest relations are all a top priority at Phoenix Zoo so that we can achieve this very important mission. Therefore, there are several points of clarification that need to be made in response to this review in relation to treatment of employees, safety, security and guest relations. We pride ourselves in fostering an atmosphere of growth, contentment and opportunities for advancement of our employees. As one of the largest non-profits zoos in the country, our staff is among the top in their professions and are valued and respected by peers and supervisors alike. We have extensive safety and security protocols in place and are prepared to respond appropriately in the event of an emergency. We prepare for worst case scenarios by conducting ongoing emergency response drills, trainings, and table top exercises. Our Park Ranger team is first-aid and CPR certified and each member has a first-aid kit with the necessary supplies with them at all times. We have a strong partnership with Phoenix police and fire departments, the Department of Homeland Security, as well as Scottsdale and Tempe police and fire departments in which we all participate in multi-agency trainings and drills. Because we are located in the City of Phoenix, we have a dedicated officer/liaison who frequents our grounds on a regular basis and has an intimate knowledge of any concerns or situations that need attention. Phoenix police and fire are the first responders and have an excellent record of responding within minutes. We also routinely employ off-duty police officers as a second layer of security. Additionally, because we are accredited by the Association of Zoos and Aquariums which has stringent safety and security requirements, we are accountable to maintain those standards consistently. The Human Resources and Park Ranger departments are managed by the same Vice President; however, they function as entirely two separate departments. While there is some overlap between Human Resources and Park Rangers, Human Resources is responsible for all typical HR functions and the Park Ranger team is responsible for providing security to ensure the safety and well-being of guests, employees, volunteers, vendors, our animal collection, and facilities. As is standard practice in most industries, security is responsible for escorting a terminated employee off grounds when that occurs. The Park Ranger team also completes accident reports involving guests and employees because it is their responsibility to respond to accidents. Human Resources is responsible and handles filing reports with the Industrial Commission, not the Park Rangers. All of our employees who interact directly with our guests, which includes the Park Ranger team, are trained in customer service and guest relations so they can assist in providing our guests with positive, memorable experiences. Occasionally we get a guest who becomes a bit unruly, but our Park Rangers are trained to respond calmly and appropriately, without incident. De-escalation is an integral part of the Phoenix Zoo Park Ranger approach to resolving tense situations, facilitated by education, which supports developing future guest relationships and instilling an appreciation of the Phoenix Zoo and the natural world. Most situations are resolved without necessarily needing to remove the individual or family from the premises. However, if additional assistance is needed, Phoenix Police and/or Fire respond within minutes. We strive for our guests and employees to have positive, safe, and secure experiences at the Phoenix Zoo, and we consistently ask for feedback through guest comment cards, routine staff meetings, and exit interviews with departing employees. We value these responses and make appropriate corrections and changes as necessary. However, we can assure our prospective and current employees, and our guests that the points made in this review are not consistent with our current policies and procedures, nor with our culture.