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HomeMy WebLinkAboutIII. COW Agenda Item Feral Cat 05/11/2010 Mount Prospect Village of Mount Prospect Mount Prospect, Illinois ~ INTEROFFICE MEMORANDUM TO: VILLAGE MANAGER MICHAEL E. JANONIS FROM: ASSISTANT VILLAGE MANAGER DATE: MAY 4,2010 SUBJECT: FERAL CAT DISCUSSION - FOLLOW-UP The May 11, 2010 Committee of the Whole meeting is scheduled to continue the discussion from the January 12, 2010 Committee of the Whole where the Village Board conducted a general informational meeting regarding feral cats in the community. Since that Committee of the Whole meeting, staff has continued to review available material regarding other possible responses or proposed solutions. As part of this research the staff in Community Development has created a number of decision models for Village Board to consider in an attempt to address feral cats. These decision models are based on current conditions and circumstances, but may be altered depending on outside influences beyond the Village's control. Some decision models also contain cost estimates in case the Village Board determines a specific approach is the preferred direction. Each decision model includes a list of positive and negative factors along with economic impacts and likely impacts on existing health and housing service delivery. As the discussion unfolds, staff recommends if any decision models are not acceptable to be considered could be eliminated early on in the discussion so the focus of the discussion can be directed toward acceptable resolutions the Village Board is most comfortable with. It should be noted that the decision model examples illustrate the difficulty in the administration of any program. Furthermore, depending on the direction a legal challenge may ultimately resolve any possible conflicts between the Village and the County. The decision models include the following: 1. Current Process 2. Current Process (modified to refer registered colony complaints to local TNR Sponsor for resolution) 3. Current Process (modified to include Village staff using traps) 4. Creating an Animal Control Division 5. Current Process (modified by loaning out traps) 6. Refer all Cat Complaints to Cook County Animal Control 7. Require Additional Animal Control Regulations for Registered Colonies FERAL CAT DISCUSSION - FOllOW-UP MAY 4,2010 Page 2 Appropriate Village staff will be present to facilitate the discussion and provide additional details relating to the administration of any proposed solution. DAVID STRAHL c: Community Development Director Bill Cooney H:\VILM\Feral Cats\COW Memo 5-11-2010.doc Staff has prepared flowcharts of the various animal control strategies regarding feral and stray cat problems as they apply to Mount Prospect. The positive, negative, economic factors and program impacts are listed. The animal control strategies, description, and communities with similar strategies are provided in the table below and the related flowcharts and impacts follow; Process Description Community w/similar strategies 1. Current process Cite violations for feeding cats creating a health Mount Prospect (Pages 2-3) hazard as cats are likely defecating elsewhere; straying onto others' property; cats are not displaying rabies tags; and more than 3 total dogs and cats. Registered colony complaints are referred to TNR sponsor and when not resolved to Cook County Animal Control. Staff is waiting for direction to possibly challenge Cook County's authority to supersede Village regulations in Circuit Court. 2. Refer Registered To reduce costs of lending traps, impound fees Wheeling Cat Colony Complaints and euthanizing feral cat problems are referred to to Local TNR Sponsor local sponsor. (Pages 4-5) 3. Current Process + Slight variation of above; however staff sets traps Formerly Mount Staff traps (Pages 6-7) to screen out potential inhumane treatment by Prospect frustrated residents. 4. Animal Control There is dedicated full time staff for all animal Palatine, (Pages 8-9) control. Schaumburg Skokie 5. Current Process + As described in current process and residents Elk Grove Lend traps (Pages 10- can borrow humane traps to capture nuisance Des Plaines 11 ) cats and animals. An animal control contractor Oak Park euthanizes captured feral cats and wild nuisance Formerly Park animals such as raccoons, possums, and skunks. Ridge Pet cats and TNR cats are released as Mount Prospect does not accept cats for impound, and cats from a registered colony must be returned to comply with County regulations unless the sponsor agrees to remove the cat or permits it to be euthanized. 6. Register TNR colony Register colonies with regulations to reduce Rolling Meadows caretakers (Pages 12- likelihood of nuisances. Beverly Hills, CA 13) 7. Refer complaints to Refer feral cat complaints to Cook County Animal Arlington Heights County Animal Control Control (Pages 14-15) Page 1 of 15 1. Current Process ~<€?> No violations~( Closed) Violation Violation and a colony y ~ y I Contact area sponsor I ~ No violations .( Closed) Violation Violation and a colony y ..J Reinspect I ~ " ~ Violations No violations No violations y I Reinspect I Violations Violations 'if ( Closed) No violations Circuit Court Case filed to request order of compliance or Injunctive relief ( y Closed ) v Issue Circuit Court ticket where Cook County Animal Control may challenge the Village's authority to enforce local regulations. y I Reinspect I ~~ Violations . No violations .. Process description Investigate complaints for the following violations; . Feeding cats creates a health hazard as cats are likely defecating elsewhere or damage others property; . Cats are straying onto others' property; . Cats are not wearing a collar displaying rabies tags; and . More than 3 total dogs and cats. Registered colony complaints are referred to sponsor and when not resolved a written complaint is filed with Cook County Animal Control. Where registered feral colony complaints are not resolved the Village may decide to challenge County's authority to supersede Village regulations in Circuit Court. The conflict between Mount Prospect and the County and State codes occurs because a feral cat colony caretaker is exempted from being considered an owner Page 2 of 15 1. Current Process Process description (continued) by the State or County. As a result a colony caretaker does not have to meet the same requirements as other cat owners who must not let their animal stray, and must wear rabies tags, and in Mount Prospect must limit the total number of cats and dogs to no more than three. The definitions are listed in the table below. Mount Prospect Animal Code Cook County Animal Control Code Illinois Animal Control Act OWNER: Any person having a right of property in an animal, who keeps or harbors an animal, who has it in his or her care, acts as its custodian or who knowingly permits an animal to remain on or about any premises occupied by him unless possession is prohibited by federal or state laws. Native wildlife remainin on or about an premises shall be included in this definition. "Owner" means any person having a right of property in an animal or who keeps or harbors an animal, or who has it in his care, or acts as its custodian, or who knowingly permits an animal to remain on any premises occupied by him or her. "Owner" does not include a Feral Cat Colon Caretaker. "Owner" means any person having a right of property in an animal, or who keeps or harbors an animal, or who has it in his care, or acts as its custodian, or who knowingly permits a dog to remain on any premises occupied by him or her. "Owner" does not include a feral cat caretaker participating in a trap, sa/neuter, return or release ro ram. Positive factors 1. Many registered colonies tolerated, accepted or unknown to the neighborhood continue. 2. Registered colony care takers may reduce or stabilize feral cat population. 3. Registered colony care takers vaccinate the feral cat population against rabies. Negative factors 1. The process to resolve problems first with the sponsor and then with Cook County Animal Control is lengthy. 2. Neighbors may be frustrated that application of codes differs for a person operating a register colony than someone feeding feral cats and is not a colony. 3. Neighbors may be frustrated that a person feeding and harboring feral cats may become a registered colony to continue feeding feral cats. 4. Six foot cat enclosure fences may be installed to remedy complaints. 5. More than the current permissible total of three cats or dogs may be kept at registered colony properties contrary to current code. Economic factors 1. Increased staff time to resolve problems first with the registered feral cat colony sponsor and then with Cook County Animal Control. 2. Potential legal fees to challenge County authority to supersede Village regulations could be astronomical and the outcome is unknown. Program Impacts No impact on Environmental Health and Housing programs Services such as Heath Inspections, Housing Inspections, Code Enforcement (Service Requests), and Systematic Property Maintenance Inspection Program. Page 3 of 15 2. Current process + Refer Registered Cat Colony Complaints to Local TNR Sponsor Assumptions Code and policy conflicts are resolved. Village does not refer offenders to local sponsor ~ Noviolations~ Violation Violation and a colony .... <e> No violations ~ Violation Violation and a colony " ~ Reinspect I <9> Violations No violations .... I Reinspect I Violations No violations Circuit Court Case filed to request order of compliance or I njunctive relief " ( Closed ) " I Reinspect I y ~ Violations No violations Process description The current process would be modified by referring registered colony complaints to the local sponsor and if not resolved to Cook County Animal Control for resolution. Note - Additional factors for the current process are underlined and factors for the current process that are no longer applicable are struck-through. Positive factors 1. Many registered colonies tolerated, accepted or unknown to the neighborhood continue. 2. Registered colony care takers may reduce or stabilize feral cat population. 3. Registered colony care takers vaccinate the feral cat population against rabies. Page 4 of 15 2. Refer Registered Cat Colony Complaints to Local TNR Sponsor Negative factors 1. The process to resolve problems first with the sponsor and then with Cook County Animal Control is lengthy. 2. Neighbor may be frustrated that application of codes differs for a person operating a register colony than someone feeding feral cats and is not a colony. 3. Neighbor may be frustrated that a person feeding and harboring feral cats may become a registered colony to continue feeding feral cats. 4. Six foot cat enclosure fences may be installed to remedy complaints. 5. More than the current permissible total of three cats or dogs may be kept at registered colony properties contrary to current code. 6. County will be final authority for problem resolution of reqistered feral cat colony complaints. Economic factors for "2. Refer Registered Cat Colony Complaints to Local Sponsor" 1. Increased staff time to resolve problems first with the registered feral cat colony sponsor and then with Cook County Animal Control. 2. Potenti:3llegal foes to challenge County authority to supersede Village regulations could be astronomical and the outcome is unknmvn. Program Impacts No impact on Environmental Health and Housing programs Services such as Heath Inspections, Housing Inspections, Code Enforcement (Service Requests), and Systematic Property Maintenance Inspection Program. Page 5 of 15 3. Current Process + Staff Traps Assumptions Staff places traps to capture nuisance cat or cats to reduce likelihood of IDNR permit violations. Feral cats are euthanized. TNR cats are identified and released ~ No violations ~ Violation Violation and a colony v I Contact area sponsor I ..~ Noviolations ~ Not a colony and cats are a nuisance Violation Violation and a colony V Reinspect ~ Pet, domesticated cat, TNR cat, raccon, or possum. Feral cat or skunk ~ Violations No violations Nuisance feral cat euthanized ~ Violations No violations V Reinspect I Violations No violations v ( Closed) '" Circuit Court Case filed to request order of compliance or Injunctive relief ( V Closed ) 'l" Issue Circuit Court ticket where Cook County Animal Control may challenge the Village's authority to enforce local regulations. T Reinspect I ..<9> Violations No violations " Reinspect for compliance with order Process description: In addition to the current process Village staff would trap feral cats to minimize potential violations of Illinois Department of Natural Resources permit requirements. Page 6 of 15 3. Current Process + Staff Traps Note - Additional factors for the current process are underlined and factors for the current process that are no longer applicable are struck-through. Positive factors 1. Many registered colonies tolerated, accepted or unknown to the neighborhood continue. 2. Registered colony care takers may reduce or stabilize feral cat population. 3. Registered colony care takers vaccinate the feral cat population against rabies. 4. Nuisance feral cats may be removed. 5. Potential violations of IDNR permit requirements are eliminated. Negative factors 1. The process to resolve problems first with the sponsor and then with Cook County Animal Control is lengthy. 2. Neighbor may be frustrated that application of codes differs for a person operating a register colony than someone feeding feral cats and is not a colony. 3. Neighbor may be frustrated that a person feeding and harboring feral cats may become a registered colony to continue feeding feral cats. 4. Six foot cat enclosure fences may be installed to remedy complaints. 5. More than the current permissible total of three cats or dogs may be kept at registered colony properties contrary to current code. 6. Staff may be exposed to soiled trap durinq clean-up potentially exposinq them to disease bacteria and parasites when traps are returned soiled or partially cleaned. 7. Euthanizinq animals is not accepted by all. 8. Residents may be frustrated that reqistered colony cats and strays are released. 9. Trappinq feral cats is extremely difficult unless the food source is removed. Economic factors 1. Increased staff time to resolve problems first with the registered feral cat colony sponsor and then with Cook County Animal Control. 2. Potential legal fees to challenge County authority to supersede Village regulations could be astronomical and the outcome is unknown. 3. Increased staff time to set and monitor traps and contact animal control contractor decreasinq pro-active systematic code enforcement. 4. New budqet cost for traps. and replacements. $60-100 per trap. 5. Animal control contractor costs are an estimated $1000 per year based on capturinq approximately 20 feral cats per year at $45 per animal control service. The cost will be much hiqher if captured wild animals are euthanized rather than released. Program Impacts Trapping would consume an estimated 2-3 weeks staff time and impact the "Systematic Inspection Program" where our goal is to inspect the entire community from the right of way once every four years. The estimate is based on the below information. Approximately 15 feral cat service requests per year and half of those service requests would be candidates for trapping. Trapping is ineffective for well fed cats as discovered in the trapping study of 2005 where only one cat was caught compared to eight total opossums and raccoons. So much of the time will be spent releasing other animals, monitoring the trap, and resetting the trap until perhaps the nuisance feral cats are captured. Page 7 of 15 Assumptions Village creates full-time animal control position to remove nuisance wild animals and stray cats. 4. Animal Control ~~ Violation No violations ~( Closed) ., ~ Feral cat, or other wildlife. Owner or Sponsor ,notified Owner or sponsor retrieves animal and pays penalties and impound costs. Owner or sponsor never retrieves. .. Euthanize cat ~ after 7 days. Violation and a colony l' ~ Noviolations ~ <llml Set trap ~ Violation and a colony Not a colony and cats are a nuisance Violation Pet, domesticated cat, TNR cat ., Reinspect ~ ., Owner or Sponsor notified l' ( Ciosed ) l' <6> ~ Violations No violations Violations No violations No owner. Euthanize cat after 5 days to observe for Rabies. v Reinspect I v Issue Circuit Court ticket where Cook County Animal Control may challenge the Village's authority to enforce local regulations. No violations Violations Circuit Court Case filed to request order of compliance or Injunctive relief ... Closed ( ) ., Reinspect I ~<& Violations No violations Process description: Village animal control staff would investigate all animal complaints, and trap feral cats and nuisance wild animals damaging property and habitat modification failed. Page 8 of 15 4. Animal Control Note - Additional factors for the current process are underlined and factors for the current process that are no longer applicable are struck-through. Positive factors 1. Many registered colonies tolerated, accepted or unknown to the neighborhood continue. 2. Registered colony care takers may reduce or stabilize feral cat population. 3. Registered colony care takers vaccinate the feral cat population against rabies. 4. Nuisance feral cats may be removed. 5. Nuisance wild animals may be removed. 6. Potential violations of IDNR permit reauirements are eliminated. Negative factors 1. The process to resolve problems first with the sponsor and then with Cook County Animal Control is lengthy. 2. Neighbor may be frustrated that application of codes differs for a person operating a register colony than someone feeding feral cats and is not a colony. 3. Neighbor may be frustrated that a person feeding and harboring feral cats may become a registered colony to continue feeding feral cats. 4. Six foot cat enclosure fences may be installed to remedy complaints. 5. More than the current permissible total of three cats or dogs may be kept at registered colony properties contrary to current code. 6. Staff may be exposed to soiled trap durin!:! clean-up potentially exposina them to disease bacteria and parasites when traps are returned soiled or partially cleaned. 7. Euthanizina animals is not accepted by all. 8. Residents may be frustrated that reaistered colony cats and strays are released. 9. Trappina feral cats is extremely difficult unless the food source is removed. 10. Many unintentional wild animals will be captured and euthanized or released on-site. Economic factors 1. Increased staff time to resolve problems first with the registered feral cat colony sponsor and then with Cook County Animal Control. 2. Potential legal fees to challenge County authority to supersede Village regulations could be astronomical and the outcome is unknown. 3. The estimated proaram cost is $150.000 per vear for one full time staff. vehicle. eauipment. trainina. and immunizations. Program Impacts No impact as a new position and program would be created. Page 9 of 15 5. Current Process + Lend Traps Assumptions Traps are lent to capture stray feral cats and nuisance wild animals (raccoons, opossums, skunks, and woodchucks) Permit obtained for Illinois Department of Natural Resources, Program is operated in compliance with IDNR regulations. Traps are lent where animal prevention and habitat modification fail. Adequate facilities are available to clean, store, and lend traps. Deposit required by resident borrowing trap Feral Cats, possums, raccoons, and woodchucks are humanely euthanized at an approximate cost of $45 per animal Feral cats from a colony are returned to comply with County Animal Control Code. l' Resident notifies Village that animal is captured. Feral cat, raccoon possum, skunk, woodchuck euthanized. l' Nuisance feral cat euthanized Complainant borrows trap "Optional A Resident may borrow trap until nuisance cat is removed. ..~ No violations ..( Closed) Violation Violation and a colony T ~ TNR cat or pet cat released l' ~ No violations ~ Violation and a colony Violation T "I Reinspect ~ Violations No violations .. Judgment Final w/o compliance ~ No violations l' Reinspect Violations ... ( Closed) Violations No violations Circuit Court Case filed to request order of compliance or Injunctive relief l' ( Closed T Issue Circuit Court ticket where Cook County Animal Control may challenge the Village's authority to enforce local regulations. ) T Reinspect I ..~ Violations No violations Page 10 of 15 5. Current Process + Lend Traps Process description: In addition to the current process the Village would lend traps to capture feral cats and other nuisance wild animals. Note - Additional factors for the current process are underlined and factors for the current process that are no longer applicable are struck-through. Positive factors 1. Many registered colonies tolerated, accepted or unknown to the neighborhood continue. 2. Registered colony care takers may reduce or stabilize feral cat population. 3. Registered colony care takers vaccinate the feral cat population against rabies. 4. Nuisance feral cats may be removed. 5. Resident is empowered to control problem. 6. Nuisance wild animals may be removed. Negative factors 1. The process to resolve problems first with the sponsor and then with Cook County Animal Control is lengthy. 2. Neighbor may be frustrated that application of codes differs for a person operating a register colony than someone feeding feral cats and is not a colony. 3. Neighbor may be frustrated that a person feeding and harboring feral cats may become a registered colony to continue feeding feral cats. 4. Six foot cat enclosure fences may be installed to remedy complaints. 5. More than the current permissible total of three cats or dogs may be kept at registered colony properties contrary to current code. 6. Resident may not follow IDNR permit requlations and Villaqe employee/IDNR permitee may be liable or cited for violations. 7. Residents are exposed directly to potentially danqerous animals durinq release. 8. Residents are exposed directly to soiled trap durinq clean-up potentially exposinq them to disease bacteria and parasites. 9. Staff may be exposed to soiled trap durinq clean-up potentially exposinq them to disease bacteria and parasites when traps are returned soiled or partially cleaned. 10. Euthanizinq animals is not accepted by all. 11. Residents frustrated that reqistered colony cats and strays are released. 12. Trappina feral cats is extremely difficult unless the food source is removed. 13. Many wild animals will be captured unintentionally may be euthanized or released on-site. 14. Villaqe is competinq with existinq service industry for work on private property. Economic factors 1. Increased staff time to resolve problems first with the registered feral cat colony sponsor and then with Cook County Animal Control. 2. Potential legal fees to challenge County authority to supersede Village regulations could be astronomical and the outcome is unknown. 3. Increased staff time to screen trap applicants. accept deposit. lend trap. demonstrate operation. inspect returned traps. refund deposit. and contact animal control contractor. 4. New budqet cost for traps. and replacements. $60-100 per trap decreasinq staff time for proactive code enforcement. 5. Animal control contractor costs are an estimated $15,000 per year based on past trappinq experience. Estimate is based $45 per animal control service for approximately 300 animals (raccoons. possums, skunks. woodchucks and feral cats) per year. Page 11 of 15 5. Current Process + Lend Traps Program Impacts The potential impact could use as much as ~ staff persons time. The effect would be throughout all programs. The majority of the new work would be done clerical staff and some inspection staff. The time would be spent lending traps, cleaning and repairing traps, retrieving traps not returned, contacting the animal control contractor, demonstrating proper operation of traps, and screening residents who may treat animals inhumanely. Timeliness of inspections and reinspections for all programs would suffer. Backqround Lending traps to capture nuisance wild animals and feral cats ended in 1995 when increasing County and State enforcement made it impossible to continue the program. During the programs years of operation 200 - 400 animals were captured annually. To operate in compliance capture animals would be relocated or euthanized by an animal control contractor. Page 12 of 15 6. Refer all Cat Complaints to Cook County Animal Control Assumptions Code and policy conflicts are resolved to defer problems to Cook County Animal Control. Refer to Cook County Animal Control. Process description: Refer all feral cat complaints to Cook County Animal Control as the Mount Prospect Police Department does not impound cats, and Cook County Animal Control is the final authority to regulate feral cat colonies. Note - Additional factors for the current process are underlined and factors for the current process that are no longer applicable are struck-through. Positive factors 1. Many registered colonies tolerated, accepted or unknown to the neighborhood are stabilizing or reducing cat population; and vaccinating cats from rabies continue. 2. Registered colony care taker may reduce or stabilize feral cat population. 3. The lengthy process to resolve problems first with the sponsor and then with Cook County Animal Control may be reduced. Negative factors 1. The process to resolve problems first with the sponsor and then with Cook County Animal Control is lengthy. 2. Neighbors may be frustrated that application of codes differs for a person operating a register colony than someone feeding feral cats and is not a colony. 3. Neighbors may be frustrated that a person feeding and harboring feral cats may become a registered colony to continue feeding feral cats. 4. Six foot cat enclosure fences may be installed to remedy complaints. 5. More than the current permissible total of three cats or dogs may be kept at registered colony properties contrary to current code. 6. Cook County Animal Control will be authority for problem resolution of reqistered feral cat colony complaints. 7. Cook County Animal Control may not investiqate complaints unless County Code is followed and Villaqe contacts sponsor first and if unresolved sends nuisance letter to Cook County Animal Control. 8. Cook County Animal Control may not have the staff to handle complaints. Economic factors 1. Increosed stoff time to resolve problems first 't.'ith the registered f-erol cot colony sponsor ond then with Cook County Animol Control. 2. Potentiollegol fees to chollenge County outhority to supersede Villoge regulotions could be ostronomicol ond the outcome is unknmvn. 3. If the County insists Village follow their Code verbatim there will be increased staff time to resolve problems first with the registered feral cat colony sponsor and then with Cook County Animal Control. Page 13 of 15 7. Register Feral Cat Colony Caretakers Assumptions The code is amended with the following or similar provisions. A permit is required The permit requires permission of all surrounding neighbors. Where there is not permission a cat enclosing fence is required. Proper zoning and building permits for the fence are obtained. Where there is no fence all feces must be removed by the permittee on adjacent properties, provided the owner has given permission. ~. No violations. .~ Violation Violation and a colony I ~ Violation No violations ~ y ~ Reinspect I <9> Violations No violations T Judgment Final w/o compliance T I Reinspect I Violations No violations y Circuit Court Case filed to request order of compliance or Injunctive relief ( T Closed ) y I Reinspect I T .~ Violations No violations T Reinspect for compliance with order Process description: All registered colony caretakers are required to have a Village Permit. To reasonably assure colony is acceptable to the immediate neighbors the following is recommended. 1. Immediate neighbors must approve of colony. 2. If permission is not provided a six foot cat enclosure fence is required to be installed in compliance with building and zoning codes. The fence is permitted for the life of the colony only. 3. Animal feces must be removed within 50 feet of the property when neighbors permit. Page 14 of 15 7. Register Feral Cat Colony Caretakers Positive factors 1. Many registered colonies tolerated, accepted or unknown to the neighborhood continue. 2. Registered colony care takers may reduce or stabilize feral cat population. 3. Registered colony care takers vaccinate the feral cat population against rabies. 4. Compliance is readily determined. Negative factors 1. The process to resolve problems first with the sponsor and then with Cook County Animal Control is lengthy. 2. Neighbors may be frustrated that application of codes differs for a person operating a register colony than someone feeding feral cats and is not a colony. 3. Neighbors may be frustrated that a person feeding and harboring feral cats may become a registered colony to continue feeding feral cats. 4. Six foot cat enclosure fences may be installed to remedy complaints. 5. More than the current permissible total of three cats or dogs may be kept at registered colony properties contrary to current code. 6. Permit requirements may discouraqe persons from becominq a reqistered colony. 7. Some reqistered colonies will attempt to operate colony in secret to avoid requlations. 8. County. State or Animal Activists orqanization may challenqe Villaqe Authority to requlate colonies. Economic factors 1. Incre3sed st3ff time to resolve problems first with the registered fer31 C3t colony sponsor ~md then with Cook County .^.nim31 Control. 2. Potenti311egal fees to ch311enge County 3uthority to supersede Vill3ge regulations could bo 3stronomic31 3nd the outcome is unknown. 3. Increased staff time to handle permits. Program Impacts The impact is unknown. I would anticipate additional clerical time to be spent responding to questions and handling permit applications. Staff time investigating Service Requests and the permit may actually be reduced overall; however if managing colonies covertly occurs we may additional inspection time investigating the service request. Page 15 of 15