In the judgement of the Study Team, the organization has a number of personnel who want to provide qualitative and quantitative Animal Control services. However, the analysis points to a number of needs within the agency that negatively impact the delivery of Animal Control service within Hawaii County.

The Executive Director should have an opportunity to provide a written response to the County of Hawaii administration on this Study Report.

If HIHS wants to implement state-of-the-art programs, a clear and consistent message from management is required. The agency should develop a long-range plan that hinges on future expansion and increased service delivery to the community.

Although the agency’s management enjoys respect from employees, the staff needs to build respect and understanding from the community. In order to accomplish this objective, tremendous interaction will be required. The HIHS staff should spend more time out of the office interacting with the public and government officials.

With heightened support from County government, increased levels of cooperation should occur and service to the community should be enhanced.

There are a variety of ways to accomplish the Animal Control mission in any community. The County of Hawaii has asked the Study Team to assess the agency’s operations and administration. Based on this assessment, the Study Team has developed observations and recommendations.

In any organization, it is unlikely that all personnel will be satisfied with working conditions. There will continue to be complaints of some nature.

HIHS should not interpret some remarks by employees as negative. This report lays out a "blueprint" for change. It builds on the success of the organization and provides a direction for decision makers in the agency.

Once a decision is made on which recommendations to implement, the County of Hawaii should require progress reports from HIHS. The Executive Director might want to require monthly progress reports from his staff. The County of Hawaii should also require a follow-up review of the recommendations within six months.

As stated earlier, the Executive Director should have the opportunity to evaluate the observations, findings and recommendations contained in this report. It is also important that the agency and all outside animal interests maintain an open channel of communication with each other. Every concern listed in this report can be resolved. However, a dedicated commitment must be made by the agency to improve and promote Animal Control and to justify the rationality of its existence: To protect people and animals.

2.01 A review of work responsibilities should be undertaken; current responsibilities should be shifted to relieve backlogs and improve agency performance. Rating: 1

2.02 Any vacant position within the agency should be filled without delay. These positions should be given ample publicity to attract qualified applicants. Rating: 1

2.03 The agency should review each position within the HIHS and distribute revised job descriptions, if necessary. Such materials should be properly signed-off (upon approval) and dated. Rating: 2

2.04 All potential employees should be tested to determine the level of skills that they may possess. Drug testing should be a prerequisite upon hiring. Rating: 1

2.05 HIHS should develop a long-range plan that hinges on future expansion and increased service delivery. Every member of the organization should be allowed to participate in the plan’s development. Staff members should be provided training in plan development. Rating: 2

2.06 Once manpower levels increase, the agency should identify specific employees as "leads" to strengthen the command structure and provide supervision at all levels of the operation. Lead workers should assist in new recruit instruction. Rating: 2

2.07 The agency should review and revise its policy/procedure manual as soon as possible. This book should then be distributed to all personnel, and employees should be required to "sign off" upon receiving the manual. Policies and procedures should be offered in individual sections to facilitate quick reference and for easy updating. Sample copies of forms, along with an explanation in their use, should also be included. Implementation and revision dates should be predominately displayed. Employees safety issues should be addressed within each procedure. Rating: 1

2.08 Additional office space should be located for line personnel. Rating: 3

2.09 Audits should be performed on a regular basis to insure the integrity of data entry. Rating: 3

2.10 The Animal Shelter should generate monthly reports that provide a more detailed breakdown of Animal Control-related activities (such as types of calls for services, by district and by shift). Rating : 3

2.11 The agency needs to increase its role in the budget process and research the possibility of obtaining grant monies to fund special projects, such as facility upgrades. Rating: 2

2.12 It is recommended that the HIHS improve the budget process by actually describing contract versus non-contractual services within the budget itself. Such an improvement would possibly eliminate much of the confusion regarding the public’s service expectations. In previous NACA evaluations, budgeted amounts are actually identified with a specific service (i.e.: field, shelter and administration). In addition, the Study Team would recommend that the budget separately reflect the cost of operating each of the 3 shelters. Such information would provide citizens a more accurate assessment regarding the distribution of their tax dollars. Rating: 3

2.13 The County of Hawaii should continue to clarify and enhance the Agreement, to include those suggestions which appear on pages 2-16 and 2-17 of Chapter 2, "Administration." Rating: 3

2.14 All employees should have access to e-mail and the Internet (whether supervisory or not). Rating: 3

2.15 Any promotional candidate should be tested to determine the level of skills they may possess. Rating. 2

2.16 The agency should conduct a department-wide assessment to determine training needs. All current and future training needs, which would encompass all employees, should be included in the budget process. Rating: 3

2.17 HIHS should offer special training (such as "Train the Trainer") to those who educate new employees and provide extra compensation for this added responsibility. Rating: 3

2.18 The agency should identify someone within the organization as a Training Officer. This position would be responsible for tracking all training records and the development of a structured training program for all areas of the agency. Training deficiencies should be instantly identified and dealt with. Rating: 2

2.19 The agency should automate all their training records. Rating: 3

2.20 In regards to "Rule 19" and the Badging Process, the County of Hawaii should: 1) Identify an individual (and department) which would be responsible for scheduling the badging classes and to coordinate such arrangements with the other departments; 2) Offer such classes at least twice annually during predetermined months of each year; 3) Develop a training outline defining course goals, accompanied with training materials that the recruit may retain for future reference. In addition, a list of instructors should be developed to enable the County to draw upon a larger pool of trainers in an effort to alleviate concerns regarding staff shortages and scheduling conflicts. Rating: 2

2.21 The agency should introduce a career development program for all employees. Rating: 3

2.22 The agency’s name should be changed to reflect modern times and boost public confidence in the organization. Rating: 3

3.01 The agency should hire a professional communications consultant to evaluate its current communications center (including phone service). Such an assessment should be performed on all areas of operations (field and shelter) to provide improved customer service, insure officer safety and to lessen the stress load of the staff. Rating: 3

3.02 HIHS should consider offering a central, island-wide communications center. Such a center would handle (and route) incoming citizen inquiries among the three facilities, dispatch complaints to officers in the field, and monitor all field activity. Rating: 3

3.03 The agency should purchase a software program in an effort to capture vital data regarding response times and workload. This software should also provide knowledge of prior animal-related complaints/offenses and perform address and name queries. All service calls should be assigned a case number. In addition, dispatch, arrival and clearance times should be logged for each individual service call. Rating: 3

3.04 All current dispatch centers should be moved into a restricted area of each building, away from the main office (also see 3.02). Rating: 1

3.05 Portable radios should be purchase and issued to all field personnel and their use made mandatory. Rating: 1

3.06 Field personnel should communicate their location with dispatch (at all times) on any call or follow-up, regardless of the nature. Rating: 1

3.07 The agency should evaluate all communication equipment for functionality and provide upgrades, if necessary. Rating: 1

3.08 Communication personnel should be offered formal training in the use of communication software and equipment, telephone etiquette and public relations. Officers should also receive training in proper radio protocols. Rating: 3

3.09 To support future staffing needs, the agency should continually track the number of shelter visitors and phone calls received. Rating: 2

4.01 The County of Hawaii should explore the possibility of expanding and renovating its current animal sheltering facility in Kailua-Kona within the very near future. Rating: 1

4.02 HIHS should proceed with plans to expand and improve the Waimea animal sheltering facility as soon as possible. Rating: 1

4.03 Eliminate any clutter inside or outside the facility. (Kailua-Kona, Keaau and Waimea) Rating: 3

4.04 HIHS should evaluate outside lighting (at all 3 facilities) in the public and employee parking lots and offer improvements, if necessary for safety purposes. Rating: 3

4.05 Increase the number of parking spaces offered to the public. (Kailua-Kona and Keaau) Rating: 3

4.06 All areas of the facility should be upgraded to provide increased access to disabled persons. (Kailua-Kona, Keaau and Waimea) Rating: 3

4.07 Repaint areas within the shelter as required. (Kailua-Kona, Keaau and Waimea) Rating: 3

4.08 Repair and reseal all animal holding enclosures where needed. Any deteriorated fencing, gates and framework should be fixed or replaced. Tops should be provided for all kennels. (Kailua-Kona, Keaau and Waimea) Rating: 3

4.09 Repair or replace perimeter fencing as required. (Kailua-Kona, Keaau and Waimea) Rating: 3

4.10 A television with a VCR should be provided in the customer service area to play educational tapes for customers waiting for service. (Kailua-Kona, Keaau and Waimea) Rating: 3

4.11 The customer service area should be expanded and/or redesigned; work stations should also be installed to increase the comfort of those visitors completing paperwork. (Kailua-Kona, Keaau and Waimea) Rating: 3

4.12 Identify and remove all hazards to visitors, employees and animals. (Kailua-Kona, Keaau and Waimea) Rating: 1

4.13 All equipment/supplies need to be stored properly, out of the reach and view of visitors. (Kailua-Kona, Keaau and Waimea) Rating: 3

4.14 Existing equipment should be inventoried and a determination made on its usefulness. Unneeded items should be disposed of properly. (Kailua-Kona, Keaau and Waimea) Rating: 3

4.15 Adult cats and kittens should be housed in a separate area away from dogs. (Kailua-Kona) Rating: 1

4.16 HIHS should ensure that all kennels are separated by a solid partition of either steel or concrete, both inside and out. Such partitions must be a minimum of 4 feet in height, with an additional 2 feet of fencing on top of the wall. (Kailua-Kona, Keaau and Waimea) Rating: 1

4.17 The agency should consider expanding its current isolation areas in an attempt to segregate sick, quarantined and injured animals from the general shelter population. Whenever possible, puppies should be kept isolated from the adult dog population. Isolated cats should also be housed in areas away from dogs. (Kailua-Kona, Keaau and Waimea) Rating: 1

4.18 Plastic or fiberglass resting benches should be provided for all kennels in an effort to make dogs more comfortable. (Kailua-Kona, Keaau and Waimea) Rating: 2

4.19 All kennels and cages should be secured with padlocks to prohibit public access. (Kailua-Kona, Keaau and Waimea) Rating: 1

4.20 It is not desirable for multiple animals to be housed together in the same kennel/cage, however the Study Team recognizes the fact that the current facilities are not adequate to handle the number of animals that the agency impounds. Any expansion may be cost prohibitive for the agency (actual costs should be explored and considered for capital outlay or grant funding). (Kailua-Kona, Keaau and Waimea) Rating: 1

4.21 Dogs and cats should not be euthanised in plain sight or sound of other live animals. (Waimea) Rating: 3

4.22 Improved lighting should be offered throughout all animal holding areas (Kailua-Kona and Waimea). Rating: 3

4.23 Increased supervision should be required within the animal holding areas in an attempt to increase (and guarantee) the level of care afforded to all animals. A certified veterinary technician should be hired to improve oversight in these areas. (Waimea) Rating: 1

4.24 A vermin-proof area should be identified for food storage. (Waimea) Rating: 1

4.25 All dogs should be removed from their kennel prior to cleaning. This prevents animals from being exposed to excessive amounts of chemicals and water. These animals may be placed in a temporary kennel or cage during the cleaning process. It should be recognized that the physical removal or transferring of animals from one cage to another will increase staff cleaning time. (Kailua-Kona, Keaau and Waimea) Rating: 1

4.26 All kennels should be free of standing water and as dry as possible before animals are returned to them. Kennel floors should be squeegeed dry. Floor fans may also be used to expedite the drying process. (Kailua-Kona, Keaau and Waimea) Rating: 1

4.27 All food and water containers should be disinfected daily. Rating: 1

4.28 Based on the Humane Society of the United States’ kennel staffing formula, the agency should offer no less than 9 kennel workers (distributed among the 3 facilities based on that shelter’s impounding data) for the purpose of cleaning and feeding. Other work responsibilities (such as assisting the public, evaluating and vaccinating animals and recording impounded animals) will increase the agency’s need for more kennel employees. (Kailua-Kona, Keaau and Waimea) Rating: 1

4.29 The agency should purchase an animal tracking software program which would capture vital data regarding impounded and reclaimed/adopted animals. This software should also provide knowledge of prior offenses and name queries. Computer and printer upgrades should be offered in all work areas. Additional computer training should be offered to those employees who require it. Workers should be trained in computer usage and software. (Kailua-Kona, Keaau and Waimea) Rating: 3

4.30 HIHS should develop uniform animal tracking procedures for all 3 shelters. The Study Team observed varying tracking methods among the facilities (ie: the Keaau facility placed numbered metal identification tags on incoming dogs, while the Kailua-Kona and Waimea shelters did not). Tracking methods should always be consistent and reliable to minimize errors and prevent the agency from being placed in an uncomfortable (liability) situation. In addition, the agency should perform a morning and evening "headcount" of impounded animals to reinforce inventory procedures. Rating: 1

4.31 The County of Hawaii should reevaluate its animal ordinances. The Study Team felt that the minimum animal holding times for stray dogs and cats were unusually short and not consistent with other Animal Control agencies. Rating: 2

4.32 Although not legally required, HIHS should reevaluate its animal holding period for cats. The Study Team felt that the minimum holding time for cats was unusually short, and is not consistent with other Animal Control/Care agencies. In addition, the Study Team would recommend the same holding period for both dogs and cats. (Kailua-Kona, Keaau and Waimea) Rating: 1

4.33 Proper identification should be obtained from all citizens/owners during the surrender, reclaim and adoption process. (Kailua-Kona, Keaau and Waimea) Rating: 1

4.34 The agency should introduce an impoundment fee schedule, charging escalating fees for repeat offenders. (Kailua-Kona, Keaau and Waimea) Rating: 1

4.35 Potential adopters should undergo a criminal background check (if not allowed by law, they then should be screened for any previous animal/abuse neglect conviction). (Kailua-Kona, Keaau and Waimea) Rating: 1

4.36 HIHS should utilize volunteers or hire additional personnel to council prospective animal adopters. (Kailua-Kona, Keaau and Waimea) Rating: 2

4.37 If not already provided, all drug supply safes should be bolted to the floor to prevent theft. (Kailua-Kona, Keaau and Waimea) Rating: 1

4.38 A euthanasia table, scales (to help determine the animal’s weight for proper injection dosages), muzzles, grooming clippers and a stethoscope should be purchased for each sheltering facility. (Kailua-Kona, Keaau and Waimea) Rating: 3

4.39 The Waimea euthanasia room should be expanded to better accommodate staff members and animals. Rating:3

5.01 With an increase in kennel staffing levels, HIHS should discontinue the use of field personnel in the kennel and customer service areas. Rating: 1

5.02 The agency should review and enhance its current policies defining specific service delivery tactics. Rating: 1

5.03 HIHS should annually review its call prioritization program to assure timely response to important calls and a reasonable response to non-priority calls. Citizens should be informed of the approximate time for calls that are not critical. Rating: 1

5.04 The agency should allocate enough field positions as to ensure the needs of citizens are met without undue delays. All calls should be answered before the end of each day. Based on the "calls for service" model, the agency should have a minimum of 14.4 officers on duty, for day-shift. Rating: 1

5.05 With an increase in staffing levels, HIHS should introduce full weekend and limited evening service, and a later end time to daytime shifts. Rating: 1

5.06 Any shift involving field personnel (except those that are on emergency stand-by) should be properly supervised. Any designated "lead" employees should be properly compensated for this added responsibility. Rating: 2

5.07 The agency should abolish its procedure of ignoring or pushing back any call for service until the next day (or later). If manpower levels cannot be increased, the elimination of some types of calls may improve service delivery. Rating: 1

5.08 Field personnel should be rotated into different zones every 90 days. The agency should also gather and review workload statistics to ensure the equality of district boundaries. Rating: 3

5.09 HIHS should maintain data calls for service per shift, per beat area and per officer. Rating: 3

5.10 The agency should develop a policy which would direct Humane Officers into the field within a specific time upon the commencement of work. Rating: 2

5.11 HIHS should phase-out all their animal containment units and replace them with a commercial model typically used in the Animal Control profession. All containment units should be fitted with temperature gauges, which may be monitored by officers within the cab of each truck. If needed, air conditioners should be installed. A strict policy or mandate should be introduced regarding animal transport in HIHS vehicles. Rating: 1

5.12 Older Field Service Delivery Vehicles should be replaced immediately. Rating: 1

5.13 The agency should identify someone within the organization to develop a fleet management schedule to replace vehicles once a maximum range and age is achieved. Rating: 3

5.14 The current fleet color scheme (vehicles of varying colors) is unusual and not consistent with other Animal Control/Care agencies. All HIHS vehicles should be repainted to offer a uniform appearance among the entire fleet. Rating: 3

5.15 Animal compartments should be cleaned and disinfected after every "unloading" to prevent the spread of disease. Rating: 1

5.16 A secured area should be identified for the unloading of animals. Rating: 2

5.17 Public service announcements should be predominately displayed on the outside of all vehicles. Rating: 3

5.18 The agency should explore the legalities of using red or blue warning lights on Field Service Delivery Vehicles (officers should not use these lights to run "hot" or abuse traffic laws - they are intended to be used in a non-emergency state as added protection and safety when working in high traffic areas). Rating: 3

5.19 The agency should solicit input from field personnel (not just supervisors) on what types of equipment upgrades they require. All equipment should be inspected regularly for damage/deterioration. Equipment should be issued to each individual officer. Stretchers or other similar devices should be purchased to minimize damage in transporting an injured animal. The agency should ensure that each individual officer is issued the same types of equipment. Rating: 2

5.20 Field personnel should be polled as to their acceptance of bullet-proof vests. This equipment should be purchase if endorsed by officers. Rating: 2

5.21 A structured Field Training Program should be introduced. Field personnel should be properly trained in report writing, officer safety procedures, court testimony and investigative techniques. All training should be documented. Certified training should also be obtained from an accredited Animal Control Academy. Rating: 2

5.22 Uniform apparel should be upgraded to provide an "enforcement look." Rating: 3

5.23 HIHS should offer specialized (promotional) positions to include a cruelty investigator. Such a position is common in larger Animal Control agencies and ensures the prompt handling and disposition of these types of service calls. Rating: 2

5.24 Those employees that require "badging" or recertification should be offered this training as soon as possible. Rating: 1

5.25 The agency should consider implementing a military-style ranking system for field personnel. Rating: 3

5.26 HIHS should implement an "on-call" risk policy for those employees that respond to emergency calls. Rating: 1

5.27 The agency should purchase a tranquilizer system for the remote chemical capture of animals. Anyone involved in the use of this equipment should be annually certified. Such certification should be well documented. Policies should also be introduced describing the situations which would require immobilization. Rating: 3

6.01 The use of protective equipment/clothing (to include safety footwear) by the agency should be mandated to guarantee employee safety and protect the HIHS from liability. Rating: 1

6.02 Eye wash stations should be installed in euthanasia, vaccination and chemical dispensing areas should accidental exposure to chemicals or drugs occur. Rating: 1

6.03 First aid kits should be installed in animal holding areas. Medical supplies should be inventoried on a regular basis. Rating: 1

6.04 All employees should be issued occupational exposure advisory cards. Rating: 3

6.05 All employees should be trained in CPR and first aid. This training should be mandatory. Rating: 2

6.06 Although rabies is not present in Hawaii County, it is NACA’s standard recommendation that any employee that has contact with animals should be offered the rabies prophylaxis (this preventative treatment should be made mandatory). Rating: 2

6.07 A continuing safety program should be developed for all employees. Areas that should be included are animal behavior and handling, officer safety, lifting techniques, self defense, conflict resolution, and zoonotic diseases. Rating: 1

6.08 Field personnel that are susceptible to risky situations or possible physical confrontations with the public should be vaccinated for hepatitis. Rating: 3

6.09 Any field employee should be issued bite sticks and pepper spray to enhance officer safety. All personnel should be certified in the use of such equipment. Rating: 1

6.10 Any employee that operates an agency vehicle should be certified in defensive driving techniques. Rating: 2

6.11 The customer service areas within each shelter should be redesigned to isolate employees from possible assault situations. Panic buttons should also be located in an area easily accessible by employees in the event of an emergency. Rating: 1

6.12 Decibel levels should be tested within the kennel areas to determine if unsafe conditions exist for workers. Ear plugs should be mandatory for employees. Rating: 1

6.13 The agency should evaluate outside lighting in the public and employee parking lots and offer improvements, if necessary, for safety purposes. Rating: 3

7.01 Based on NACA’s policy statement, the County of Hawaii should require that all dogs and cats to be annually licensed and to require those licenses to be worn at all times. License fees should be established (at a rate consistent with the national average) in addition to offering differential fees (sexually altered versus unaltered) to encourage pet sterilization. Information regarding the actual number of licenses sold should be tracked annually by the County of Hawaii and offered in a summarized format. Rating: 3

7.02 In addition to licensing, the Study Team would also recommend that the County of Hawaii and HIHS explore the possibility of requiring the control of cats. This practice is fairly common throughout the United States and would enhance current nuisance ordinance compliance. Rating: 3

7.03 Audits should be performed to insure the integrity of licensing data entry. Rating: 3

7.04 License tags should be audited at the beginning and end of every fiscal year. Rating: 3

7.05 The County of Hawaii should explore the possibility of allowing local veterinarians to sell license tags. This procedure is fairly common throughout the United States and would enhance the current licensing program. Rating: 3

8.01 HIHS should develop a system for routinely collecting relevant information on employee grievances and disciplinary actions. Rating: 3

8.02 The agency should institute (within its own organization) an annual awards program to recognize outstanding performance and contributions. Rating: 3

8.03 HIHS should introduce an employee idea program (with possible financial incentives) to encourage new and innovative concepts in improving service delivery. Rating: 3

9.01 HIHS needs to increase its role and visibility within the community. The agency must cultivate and improve media relations by providing information relating to the positive aspects of the organization. The agency should take a more aggressive approach to public relations and "sell" the organization to the community on a continuing basis to increase support among taxpayers and improve its level of funding. Rating: 3

9.02 The agency should identify someone within the organization to coordinate educational services and speaking engagements (at the time of this study, both Community Program Coordinator positions were vacant). Such services should be promoted heavily within the community and initiated by HIHS. Rating: 3

9.03 HIHS employees (regardless of position or level) should be encouraged to participate in outreach programs. Rating: 3

9.04 The agency should develop and distribute information to the public relating to field and shelter services and ordinances. Rating: 3

9.05 An Animal Control Advisory Board should be established. The new Board should develop and implement its own goals and objectives. The Board should write its own by-laws, defining its purpose and specific goals. A "conflict of interest" statement should also be added to the Board’s by-laws. New Animal Control Advisory Board members should be provided training or instruction regarding their Board responsibilities. All roles and functions should be clearly defined. Rating: 3

9.06 HIHS and the new Advisory Board should develop a procedure in which to investigate citizen complaints/concerns regarding the HIHS staff or services. The purpose of this procedure is to build trust among the government and the community and to provide an impartial review of HIHS activities. Rating: 3

9.07 The County should consider reassigning the administration of the Animal Control contract to an agency that may be a more "natural fit" and possesses some knowledge of public safety and health issues, such as the Health Department or Police Department. Of course, the transfer of such responsibilities should include additional financial and administrative support, and training for those involved in this process. Rating: 3

9.08 The Study Team suggests that the feral cat trap/neuter/release issue should be researched and reviewed by the new Advisory Board for further action. No Rating Assigned

9.09 Once manpower levels increase, it is suggested that cleaning personnel begin work at an earlier time (such as 7:00 a.m.), and that animal holding areas open at 10:00 a.m. and close at 6:00 p.m. On Saturday, all shelters could open at 10:00 a.m. and close at 4:00 p.m. The shelters could remain closed on Sunday. Rating: 3

9.10 The Study Team would recommend that the County, the new Animal Control Advisory Board and the contractor develop a long-term strategy that includes a new animal sheltering facility for the Kailua-Kona service area. In addition, consideration should also be given to adding an additional facility for southern County residents and an upgrade or new facility in the Waimea area. Rating: 1

9.11 While the Study Team sympathizes with HIHS regarding the moral dilemma of adopting out animals which may be exposed to possible injury, the Study Team believes that responsible pet owners, to include pig hunters, should not be excluded from the adoption process. Rating: 1

9.12 In the Study Team’s opinion, the County of Hawaii may be better served by pursuing other means of field service delivery, including abandoning the current operation and building a new field program from the ground up. It is the recommendation of the Study Team that the County of Hawaii should consider the establishment of an Animal Control enforcement division within the Hawaii County Police Department or the Health Department. Shelter services could continue to be outsourced to a local humane organization. Information regarding the proposed "takeover" of field operations may be within Chapter 9, "Community/Interagency Relations." Rating: 2

9.13 The Study Team would not recommend a division of current animal sheltering contract responsibilities until such time as the new field program has been established. The issue of splitting shelter services may then be researched and reviewed by the new Advisory Board for any further action. No Rating Assigned

10.01 A review of current County of Hawaii ordinances indicates a need for improvement. The new Animal Control Advisory Board, the County of Hawaii, HIHS and the community should work together to update its ordinances. Rating: 3