Grey Face Rescue Emergency Phone Training Guide
Purpose of the Emergency Phone
The Grey Face Rescue Emergency Phone is a resource for foster families experiencing a medical emergency with their foster animal. This phone is staffed by trained volunteers who help assess the situation, gather critical information, and guide next steps.
Emergency Phone Number (Call or Text): (320) 223-3393
Code to enter phone: 123456
This guidance applies to standard foster animals. Hospice animals have different criteria — please refer to the separate Hospice Emergency Guidelines when applicable.
Hospice Animals – Special Considerations
Hospice animals at Grey Face Rescue do not receive life-saving or aggressive medical interventions. Decisions are made by evaluating overall quality of life, prognosis, and whether curative treatments are no longer effective or appropriate. Hospice care focuses on comfort, pain management, dignity, and emotional support at the end of life.
Emergency criteria for hospice animals may differ from standard fosters. Always consider the animal’s hospice status before directing emergency care.
When Hospice Care Is Appropriate
Hospice may be appropriate when:
The animal has a terminal illness (e.g., cancer, organ failure, end-stage heart disease)
There are no remaining curative treatment options, or aggressive treatment has been discontinued due to side effects or low likelihood of success
The condition is progressive and irreversible
Quality of Life Assessment
Veterinarians often use tools such as the H5M2 Scale or other Quality of Life (QoL) scales. Common indicators that an animal may need hospice-level care include:
Pain: Uncontrolled pain despite medication
Appetite Loss: Refusing food for more than one to two days
Mobility Issues: Difficulty standing, walking, or controlling bladder/bowels
Breathing Problems: Labored or shallow breathing; frequent coughing
Hygiene: Inability to groom or remain clean
Incontinence: Ongoing urine or fecal accidents
Behavioral Changes: Withdrawal, aggression, confusion, or disorientation
Loss of Interest: No longer responding to people, toys, or surroundings
Many foster families find it helpful to keep a daily journal to track decline and identify patterns.
Emotional Indicators
The animal appears “tired of trying”
Lack of joy, engagement, or comfort
Hiding, isolating, or emotional detachment
Veterinarian Consultation
A veterinarian can:
Evaluate condition and explain prognosis
Assist with symptom management (pain, nausea, anxiety)
Help determine whether continued hospice care or euthanasia is the most humane option
Choosing Hospice vs. Euthanasia
Hospice may be appropriate when:
Pain and discomfort can be managed at home
The animal still experiences occasional good moments or days
A natural death is preferred unless suffering becomes severe
Foster families should establish clear red lines (e.g., not eating for three days, inability to walk, uncontrolled pain) that prompt immediate re-evaluation.
Euthanasia Protocol
Grey Face Rescue is committed to a peaceful and dignified end-of-life process.
Location: All euthanasias must be performed at approved Grey Face Rescue partner veterinary clinics
In-home euthanasia: Not covered by Grey Face Rescue
Non-partner clinics: Not covered unless explicitly approved in advance
Aftercare and Memorials
Group cremation is provided for all animals; ashes are not returned
A clay paw print is created in memory of each animal
Foster families may pick up the paw print from the clinic when available
What Qualifies as an Emergency
The following situations are considered emergencies and should be treated as such:
Severe bleeding or bleeding that does not stop within five minutes
Choking, difficulty breathing, or nonstop coughing/gagging
Bleeding from the nose, mouth, rectum; coughing up blood; or blood in urine
Inability to urinate or pass stool, or obvious pain while doing so
Suspected or known ingestion of a toxic substance (antifreeze, xylitol, chocolate, rodent poison, etc.)
Seizures or severe staggering that the animal does not recover from
Fractured bones, severe lameness, or inability to move one or more legs
Heat stress or heatstroke
Refusal to drink for 24 hours or more
Unconsciousness
Inability to stand
How to Handle an Emergency Call
Stay Calm
Do not panic. Panic can lead to incorrect or rushed decisions. Emergency clinics often have 3–4 hour wait times, and patients are seen based on medical priority.
Gather Critical Information
Ask clear, focused questions, including:
When did the issue start?
Has the animal been exposed to or ingested anything unusual?
Is the animal eating, drinking, urinating, or defecating normally?
Gum color (pink, pale, white, blue, or yellow)
Any recent injuries, falls, or trauma
Request photos or videos to be texted to the emergency phone whenever possible.
If you are unsure what questions to ask, you may enter the concern into ChatGPT and request suggested follow-up questions related to the symptoms described.
When You Need a Second Opinion
If you are unsure whether the situation meets emergency criteria, you may contact one of the following for guidance:
Dr. Anne Lenzmeier: (952) 913-0948
Meghan Murphy: (320) 761-6764
Kenna Tveit (Foster Manager): (320) 266-0522
Partner Veterinary Clinics (Non‑24/7)
Advanced Care Pet Hospital
911 Scout Dr, Sartell, MN 56377
(320) 257-0911
Open weekdays and weekends until 7:00 PM.
Only the Foster Manager may schedule appointments unless pre‑approved by Bethie.
Pet Central Animal Hospital
2700 Central Ave NE, Minneapolis, MN 55418
(612) 781-6941
Open weekdays; provides emergency services.
Only the Foster Manager may schedule appointments unless pre‑approved by Bethie.
Emergency & 24/7 Veterinary Hospitals (Metro Area)
Animal Emergency & Referral Center of Minnesota – Oakdale
1160 Helmo Ave N, Oakdale, MN 55128
(651) 501-3766
Animal Emergency & Referral Center of Minnesota – St. Paul
1542 W 7th St, St. Paul, MN 55102
(651) 293-1800
Allied Veterinary Emergency & Referral – Minneapolis
5754 Nicollet Ave, Minneapolis, MN 55419
(952) 521-3030
Allied Veterinary Emergency & Referral – Eden Prairie
8300 Flying Cloud Dr, Eden Prairie, MN 55344
(952) 452-0025
Veterinary Emergency Group – Maple Grove
7855 Elm Creek Blvd N, Suite 130, Maple Grove, MN 55369
(763) 575-7171
Veterinary Emergency Group – Woodbury
720 Commons Dr, Suite 130, Woodbury, MN 55125
(651) 867-2913
BluePearl Pet Hospital – Arden Hills
1285 Grey Fox Rd, Suite 100, Arden Hills, MN 55112
(763) 754-5000
BluePearl Pet Hospital – Golden Valley
760 Boone Ave N, Golden Valley, MN 55427
(952) 942-8272
South Metro Animal Emergency Care – Apple Valley
14690 Pennock Ave, Apple Valley, MN 55124
(952) 953-3737
AfterHours Veterinary Care – Roseville
621 Larpenteur Ave W, Roseville, MN 55113
(651) 487-3255
University of Minnesota Veterinary Medical Center
St. Paul, MN
Emergency and urgent care hospital
Important Notes About Emergency Clinics
Emergency clinics can be extremely busy, especially nights, weekends, and holidays.
Always call ahead if possible to confirm they are accepting patients and to receive guidance.
Transport decisions should balance urgency with safety.
Volunteer Script: Hospice Foster Calls
The goal of hospice-related calls is to support the foster, assess comfort and quality of life, and guide next steps without implying life-saving intervention.
Opening the Call
"Thank you for calling. I’m really glad you reached out. I know hospice situations can feel overwhelming, and we’re here to support both you and your foster animal. Let’s talk through what’s going on so we can decide the best next step together."
Gathering Information
"Can you tell me what changes you’re seeing today compared to their normal?"
"When did these symptoms start, and have they changed since then?"
"How is their pain level, appetite, mobility, and breathing right now?"
"Are they still having moments of comfort or connection with you?"
"If you’re able, could you send photos or a short video so we can better understand what you’re seeing?"
Setting Expectations (Hospice-Specific)
"Because this is a hospice animal, our focus is comfort and quality of life rather than emergency or aggressive treatment. We’ll look at whether they are comfortable right now and what will be the kindest option for them."
When Comfort Care Is Appropriate
"Based on what you’re describing, this may be something we can manage with comfort care and close monitoring rather than an emergency clinic visit. We’ll continue to support you and re-evaluate if things change."
When Euthanasia May Need to Be Discussed
"What you’re describing sounds like they may be struggling, and it may be time to talk about whether euthanasia would be the most peaceful and humane option. We don’t have to decide this second, but I do want to loop in the Foster Manager and a veterinarian so we can support you through this."
Reassurance and Support
"You’re doing everything right by paying attention and reaching out. Hospice care is about love and dignity, and your foster is very lucky to have you."
Closing the Call
"Our next step will be [outline next action: consult Foster Manager, call a vet, monitor overnight, schedule euthanasia]. I’ll stay in communication with you, and please call or text us again if anything changes or you feel unsure."
What Is NOT Considered an Emergency
The following situations generally do not require emergency care:
Coughing without labored breathing and able to rest comfortably
Sneezing or runny nose
Not eating for less than 24 hours
Vomiting once or twice within 24 hours while acting normal
One or two episodes of diarrhea within 24 hours while acting normal (even with blood)
Limping (some lameness can be serious, especially in adult cats—use judgment)
Itchy skin or ears; fluid pocket or thickness in ear
Broken or cracked teeth
Torn toenail with minimal or no bleeding
Small wounds or abrasions
New lumps or bumps
Ticks (can be removed at home with tweezers)
Fleas (follow Grey Face Rescue flea protocol)
Worms in stool without other symptoms (common in puppies, kittens, outdoor cats)
Veterinary Records
All veterinary records must be sent to clinics through ShelterLuv.
Payment Information
Clinics may invoice: treasurer@greyfacerescue.org
Payment information (debit card) is stored in the emergency phone under WALLET or under notes.
Only authorized individuals may approve or provide payment details.