Sunrise/sunset: 04:39/ 20:58. Daylength: 16hr 19mins
I had a phone call this week from a member of the public who had sent a “concern message” and wanted some follow up. In the UK, this is the kind of report someone might send to the RSPCA (SSPCA in Scotland) when they have seen an animal or animals that they are worried about and want someone in authority to do something about it. Here messages are made online via an official form.
One of the challenges in a new job where there is contact with the public is being put on the spot before you are fully genned up on how everything should be managed. Due to coronavirus, the learning process has been slow for me, but I feel I am finally getting a handle on things. Phone calls are rare (I can only remember receiving three or four) and as they can be redirected from a central line, they don’t always go to the person best placed to give an answer.
For me there’s also a language issue. As others who regularly use a language that is not their mother tongue have confirmed, if a topic of conversation arises where the context is unclear, it can take a minute or two to catch up. On one occasion when I was rushing out to a doctor’s appointment, I was called by a man about a visit someone else had made to carry out meat inspection on a wild moose. As I had no context, I thought we were discussing a call Thomas and I had made the day before. Luckily as I was in a hurry, I accidentally redirected them to the appropriate person, but as you can imagine, all the ingredients for creating some kind of Fawlty Towers level farcical misunderstanding are present.
Fortunately there was no such misunderstanding in this case, though having answered the phone without any opportunity to prepare myself, I did manage to forget almost everything I had learned.
I took down what I thought were the salient issues: details of the nature of the report (horses standing in mud with no food) and the name and number of the person who had sent the report.
Running through my head was the knowledge that Thomas would almost certainly know more because the concern messages in our area currently come in to him and he shares the details with or (on one occasion so far) delegates them to me.
I ended the call and thought through my next steps. Obviously I had to call Thomas, but I wanted to work through as much as I could on my own before doing so. There is a shared file within the DyreGo department of all current and ongoing concern messages and so my next step was to look them up. It was at this point, I realised the first of my errors.
Quite often when people make reports, they choose to be anonymous and the online form gives anonymity as a clear option. Ongoing cases are not listed under the details of the person reporting: rather they are recorded under the name and address of the animal owner. None of the cases on the list fitted perfectly. Worse still, I realised that the central bod might not have even redirected the call to our office, but to the wider Troms and Svalbard team. The horses in question could easily be hours away in Tromsø and Thomas might know no more than I did. Still, having done what I could, I went ahead and called him.
Thomas is very patient with me. He told me early on that he wasn’t, but being aware there were many things I couldn’t do, I made an effort to take on the things I could, even if it was something as mundane as coming in early to clean snow off the car we were going to use. Sometimes I get ahead of myself (MATS, the computer system we work with, is very unforgiving if you make an error – it’s designed to work through things in order and going back to correct can be “challenging”) and then he rolls his eyes and tells me not to go so fast, but mostly we laugh together.
We weren’t far into the call when my second error became clear. I had received a request for information from someone who was worried about some animals, and so of course I wanted to help. But as Thomas reminded me, as soon as we begin investigating welfare cases, we are obliged by law to keep all the details secret. Even if I could work out which case it was, I couldn’t tell my enquirer what was happening.
Nevertheless, as he knew no more about this case than I did, he advised me to call one of the members of our team who receive and review all the cases when they first come in. They carry out a preliminary investigation, examine any evidence from previous interactions with the animal owner, assess the severity of any welfare issues highlighted, and then either close the case immediately or pass it on to the nearest office for further assessment.
And so I called Birgit and explained the situation and as well as managing to find and update me on the case, she explained how to deal with the enquiry as well. One of the things the enquirer had asked was whether we’d received the report. I know from dealing with veterinary cases that when calling people, it’s often true that if you haven’t got, or aren’t able to give them the information they want, it’s helpful to have at least one positive point you can emphasise, even if it’s minor in the grand scheme of things. And so I called the enquirer back and explained that I was unable to give details about what was happening, but at least we had received the message and it had been assessed.
I was relieved to have put the enquiry to bed, as it were. I hate having unresolved things hanging over me. But a number of thoughts went through my head following the call about how I could have dealt with it if the caller hadn’t been satisfied with my response. I could have explained more about the processes we have, and perhaps how such a case would be handled.
The initial assessment would look at whether one of our team had investigated similar allegations before and the results. Where there is no history, or where the history indicates the case should be taken further, the case is sent to the local office where the inspectors decide whether it can be handled over the phone – better in these covid times in simple cases where the animal owner can send a picture or video during or shortly after the call to demonstrate whether something is true or untrue – or through a visit.
Some thoughts crossed my mind about that possible visit too. I was called out to a similar case years ago by the SSPCA. They were trying to put together a court case against an owner and I remember going out and looking at all these poor horses, standing up to their knees in mud, and thinking that if it did go to court, I would be happy to stand up for them to try and stop their suffering. But I’m not sure, with hindsight, that I would have done them much good. I can’t remember what examinations I carried out, but I do have vague memories of warnings at vet college that giving evidence in court was something of a specialist activity and we should be wary if we weren’t experienced, which I wasn’t. Perhaps fortunately for me and the horses, it was resolved without reaching court.
It crossed my mind though now, that what Mattilsynet are doing is akin to training me to be the kind of expert witness I needed to be back then. I would no longer go out to such a case and ask for guidance from the SSPCA. I would go out armed with the exact wording of the laws and by-laws that govern animal ownership in Norway.
I also have a better understanding of how you could prove or disprove an allegation. To assess whether a horse or horses were indeed without food, we would start by asking the owner. We would find out through questioning, whether they had enough theoretical knowledge to know how often you should feed a horse and how much. But that would only be the first step.
After that, we would examine the food they had available and how it was stored. We might take pictures of that. More importantly, we would examine and photograph the animal and compare it to a prescriptive scale based on anatomical features. If you can see various bony structures, you can assess where the animal falls on the scale where 1 is way too thin and 9 is very much too fat. We would look at other details as well to assess more general health and welfare. I’m not sure yet about how it would work if we ended up in court (or indeed whether that happens) but all these processes allow us to be very specific in being able to back up our claim that “the animal looks like it is suffering” with verifiable and objective facts to demonstrate that it is.
The great thing is though, that having worked through all that, the next time I get a similar phone call, I will deal with it easily. Even if the enquirer is difficult to work with, I will have a raft of background information to help me deal with it. That is the nature of being a vet. When you start out, almost everything is a challenge, but as you deal with challenges every day, managing them becomes routine.
In my current role, with coronavirus and working from home, I’ve received so much intensive theoretical training that it’s nearly coming out of my ears. This phone call and last week’s practical training with Thomas has led to all that information clicking into context. I am finally beginning to believe I will one day be good at this job. On Monday, I am going on my long-delayed week-long trip to Troms and Svalbard’s most northerly office in Storslett. I hope Birgit is prepared for the onslaught of the three million questions that have become apparent with my increasing knowledge. It’s very true that the more you learn, the more you realise you don’t know.
To finish up, I wanted to talk a little about daylight and about spring. The quality of the light here continues to surprise me. As you can see at the top of the page, we have full daylight for over sixteen hours each day. By the end of the month, there will be just over half an hour of what is called civil twilight around midnight. Civil twilight is the brightest form of twilight where the sun is just below the horizon: the same kind of light we had during the polar night.
The speed with which the changes occur probably shouldn’t surprise me. After all, we had it in the opposite direction only a few months back, but the daylength changes are so fast that the weather doesn’t really keep up. Though there have been a lot of days where the temperature has made it above zero, when rivers of melt water have run down the middle of roads and rushed down newly visible mountain streams, there is still a thick layer of snow on the ground.
Back in Scotland, it wasn’t impossible to have the odd day of snow in April, but it was a rare occurrence. I tend to associate snow with short winter days and near permanent twilight. But now I look out on all this wonderful light and the snow is still on the ground and it’s almost magically white. The picture at the top of the page shows the wonderful warm twilight as the moon rises over Gisundet Sound and the island of Senja. But the day time is equally rare and magical, and I hope that I caught something of that in this second picture.
Have a lovely weekend everybody.
2 thoughts on “Learning”
One further challenge, when dealing in an acquired language: doing it by telephone, without the help of seeing the shape of the lips forming the words! (I never realized how much we ‘see’ as well as ‘hear’ words until I began struggling with telephone calls in the early days of speaking Spanish.) The whole saga is another excellent example of how we all, situation by situation, learn how to practice our craft.
Absolutely true! Add in a mask and you have the same problem face to face!