THH Playbook

Objection: Service Animals

The Challenge

Service animals and emotional support animals (ESAs) are a sensitive topic. Clients may genuinely rely on these animals, or they may be using the animal as a barrier to avoid treatment. Your job is to assess the situation, explain facility limitations, and find alternative care solutions — while never letting the animal become a deal-breaker.

The Script

"Ask them if they have family that will be willing to care for the animal while they are going through medical detox (best friend, spouse, parents) explain to them that many of our clients/staff have dog allergies and create a scene of the very few other facilities that do allow animals (the lackluster care they provide) animals and patients all in the same space, not feeling well and not being cared for properly. If the patient is still stuck ask them if they specifically have service animal paperwork not ESA. Tell them 'We want you to get the best possible care, but I don't want this to be a barrier to you getting this help today. It is obvious that you need it. Let me speak with our ED' then place them on a brief hold and prep for SAM/talk with Tyler (census dependent)"
Scenario: Client says they won't go without their animal

Breaking Down the Approach

1. Explore Alternative Care First

Before explaining why they can't bring the animal, ask who can care for it. Most people have family, friends, or neighbors who can help. This removes the objection before it becomes entrenched.

2. Explain Facility Reality

Many clients/staff have allergies. This isn't about being anti-animal — it's about health and safety for everyone in the facility.

3. Paint the Contrast

Facilities that allow animals often provide "lackluster care" — animals and patients in the same space, neither getting proper attention. This positions Tulip Hill as higher quality because we don't allow animals.

4. Distinguish Service Animal vs. ESA

Service animals (with formal paperwork) have legal protections. ESAs do not. Asking this question helps determine if escalation to Tyler/ED is necessary.

5. Don't Let It Be a Barrier

"I don't want this to be a barrier to you getting this help today" — you're signaling that you'll work to find a solution. This prevents them from using the animal as an excuse to avoid treatment.

Service Animal vs. ESA: The Legal Difference

Bottom line: True service animals may require accommodation. ESAs do not. Asking for paperwork helps you distinguish.

Follow-Up Moves

If They Have Family/Friends for Care

"Perfect. So your [mom/friend/spouse] can take care of [animal name] while you're in detox. That solves it. And honestly, it's better for your animal too — they'll be in a familiar environment, getting proper attention, rather than stuck in a medical facility where you're focused on getting through withdrawal. This is the best option for both of you."
Scenario: Client identifies someone to care for animal

If They Push Back on Quality Concerns

"I hear you. But here's what I need you to understand: the facilities that allow animals are doing it to attract clients, not because it's medically beneficial. They're the same places with 100+ people, understaffed, and providing warehouse-style care. Animals become a distraction — both for you and for other clients. Some people are scared of dogs. Some are allergic. Some are going through withdrawal and can't handle the stimulation. Our facility is small, private, and medically intensive. That's where healing happens. Not in a place where dogs are running around while people are detoxing."
Scenario: Client insists they need the animal present

If They Claim It's a Service Animal

"Okay, so you have formal service animal paperwork — not an ESA letter, but actual documentation that the animal is trained for a specific disability-related task?"

(If yes): "Let me speak with our Executive Director. We want to accommodate you, but I need to make sure we can do it in a way that doesn't compromise the medical detox environment for other clients. Can you hold for just a minute?"

(If no or ESA): "Got it. So it's an emotional support animal, not a service animal. Those aren't protected under ADA in treatment facilities, so unfortunately we won't be able to accommodate that. But let's talk about who can care for your animal while you're here. You're only going to be in detox for a few days, and then we can revisit once you're in residential."
Scenario: Client says it's a registered service animal

What NOT to Do

  • Don't dismiss their attachment: "It's just a dog" — insensitive and counterproductive
  • Don't promise accommodations: "We'll definitely allow your service animal" — unless Tyler approves
  • Don't argue about ESA legitimacy: "Those online certificates don't count" — defensive and unnecessary
  • Don't let the animal become the excuse: If they're serious about treatment, they'll find care
  • Don't skip the paperwork question: You need to know if it's a true service animal

The Reframe: Animal Care as Proof of Readiness

If the client refuses to arrange care, challenge their commitment:

"Here's what I'm hearing: you're telling me you want treatment, but you're not willing to find someone to take care of your dog for two weeks. If you can't plan for your dog's care, how are you going to commit to 14 days of intensive treatment? I need to know you're serious. Because the animal isn't the real barrier here — the question is whether you're ready to do what it takes to get sober."
Scenario: Client won't arrange alternative care

This direct approach often breaks through the avoidance. Most clients will either:

  1. Admit they have someone who can care for the animal (they were testing you)
  2. Commit to finding care because you called out the real issue
  3. Reveal they're not actually ready for treatment (in which case, you save time)

The Tie-Down Close

After resolving the animal concern:

"So if [family member] can take care of [animal name], the animal isn't the barrier anymore, right? You'll come in, get the help you need, and your animal will be safe and cared for. When can you be ready?"
Scenario: Closing after animal objection

Real-World Application

The animal objection is often:

  • A proxy for fear: The client is scared of treatment, so the animal becomes the excuse
  • A control issue: The client wants to maintain control over their environment
  • Genuine attachment: But genuine attachment doesn't mean the animal must come to detox

Your job is to separate the emotional attachment from the practical reality. Most clients, once they're in treatment, don't mention the animal again. It was a barrier, not a need.

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