We're Getting More Calls Than Ever — Here's What We're Doing About It
This year, we're on pace to answer more calls than any year in Avian Haven's history — nearly 2,000 a month during our busiest stretch, from May through September. That's a lot of Mainers reaching out because they found a bird that needs help, and we're honored to be the place they call.
It also means we've outgrown our phone system. Right now, we're running on a basic call-waiting setup that was never built for this volume, and callers are often getting a message instead of a person, and there is a delay in us getting back to you that is longer than we’d like. We know that's frustrating in a moment that already feels urgent, and we want to be upfront with you about it.
We're actively looking at new strategies for our intake process, including a new phone system that can handle the calls we're getting today. We can't roll out big changes in the middle of our busiest season without risking the very triage work those changes are meant to improve — so for now, we ask for your patience, and we promise we're working on it.
In the meantime, here's a look behind the scenes: what happens when you call, the questions we'll ask, and how you can help us get to your bird as quickly as possible.
What Happens When You Call Us
Every year, thousands of Mainers find themselves staring at an injured, orphaned, or simply out-of-place bird, phone in hand, unsure what to do next. If you've ever made that call to Avian Haven, you know it's the beginning of a process — one built to give that bird the best possible chance. If you haven't, here's what to expect, and why we ask what we ask.
Our hotline is staffed 9 a.m. to 5 p.m., every day of the year, including holidays. Our team is on-site during those hours doing triage, so when you call, you're reaching someone who can act right away. If you leave a message, rest assured that we will get back to you as soon as we can.
The Questions We'll Ask (and Why)
What species is it? Knowing the species right away lets us start preparing before the bird even arrives. Raptors, waterfowl, and songbirds all need different handling, housing, and care — so a quick identification means we can have the right enclosure, equipment, and staff ready to go. We are equipped to take care of the over 400 species of birds found in Maine, from loons to hummingbirds to eagles, but it helps to be ready for the bird when it arrives.
Can you send a photo? A picture tells us a lot in a hurry. It helps us tell a fledgling (a young bird that's supposed to be out of the nest, hopping around and learning to fly) from a nestling (one that isn't ready to be out on its own and needs to get back to its nest or into our care). A photo can also show us an injury or issue we need to prepare for before the bird arrives.
What were the circumstances? Was there a cat involved? A window strike? Did the bird fall from a nest during a storm? The story behind the moment often tells us as much as the bird itself does. It helps us anticipate injuries that aren't visible yet and decide how urgently the bird needs to be seen.
All of this — species, photo, story — adds up to a plan. Sometimes that plan is simple advice over the phone. Often, it's the start of getting that bird into our care.
Safely Containing the Bird
If we advise bringing the bird in, we'll walk you through safely containing it. In general:
Use a cardboard box with a secure lid. Poke a few small air holes in the sides. A box that's just slightly larger than the bird works best — too much room lets it thrash around and risk further injury.
Line the bottom with a soft towel or paper towels, not loose bedding the bird could get tangled in.
Gently place the bird inside using a towel to cover and scoop it up, minimizing handling and keeping the bird calm and secure.
Close the box and keep it in a quiet, dark, temperate space — away from pets, children, noise, and direct sun or drafts. Darkness helps reduce stress, and a stable temperature (not too hot, not too cold) helps the bird conserve energy for healing.
Don't offer food or water unless we specifically advise it — the wrong food, or water given the wrong way, can do more harm than good.
Getting the Bird to Us
We encourage the bird finder to bring the bird to us immediately, as it will get the quickest care. However, not everyone can do this, so we can call on our statewide network of volunteer transporters — people all over Maine who are ready to meet you and bring the bird the rest of the way to Freedom. We'll coordinate a meeting point and time that works for everyone, as quickly as we can.
Arrival and Triage
When a bird arrives at Avian Haven, it's entered into our system and given its own patient number — the start of a record that will follow it through every stage of its care with us.
From there, it goes downstairs for triage, where our staff are on-site 9 a.m. to 5 p.m. every day to receive and assess incoming birds. On busy days, when several birds arrive close together, we triage in order of urgency — the birds who need help most urgently are seen first. Triage might include an X-ray to check for fractures, medication to manage pain or infection, and placement into an enclosure suited to that species and its condition, with food and water appropriate to its needs.
Ongoing Care
Care doesn't stop at triage. Every time we check on a bird, we record what we see — weight, behavior, wound healing, appetite, and more. That data helps our team track progress, catch setbacks early, and make good decisions about when a bird is ready for the next stage, right up through release back into the wild.
Checking on a Bird You Brought Us
We know how much people care about the birds they've helped, and we're always glad to give you an update. A few things make it easier for us to find your bird quickly:
Please email us at info@avianhaven.org rather than calling — our hotline needs to stay open for birds in active need.
Let us know the species, where it was found, and the date you found it, if you have it.
Please bear with us if a reply takes a little while. We're a small team caring for a lot of birds, and during our busiest stretches, it can take us some time to get back to you.
Every one of these steps — the questions, the transporters, the triage, the data — exists because it improves a bird's odds. None of it happens without the people who make it possible: the volunteers who drive, the staff who triage every day of the year, and supporters like you who make sure Avian Haven is here to answer the phone in the first place.
