Canine Companions Celebrates 50 Years!

It’s 2025 and people still don’t want to believe dogs are as much of a medical tool as a wheelchair or other more conventional device.

This bias is something Paige Mazzoni, CEO of Canine Companions in Santa Rosa, and her team continue to face on a regular basis.

“We have had more denials of valid service dogs in the last three years than ever before,” Mazzoni said.

Part of this has to do with the proliferation of people going online to obtain certificates for their pets without the animal being trained or the person truly being in need.

Because of this, businesses are pushing back even when the canine in question has all the required certifications and the person has needs they are not legally required to disclose.

“There are 70 million people in the United States with disabilities and it grows by double digit percentages every year,” Mazzoni said. “We have seen the impact of canine companions on people to live more independently.”

By law these animals are in the same category as a piece of medical equipment, which means they are allowed access inside stores, restaurants, airplanes and most workplaces. A lab with chemicals would be one scenario where these four-legged helpers would be prohibited, Mazzoni said.

“A lot of times in airports you see ‘fake’ service dogs. They are obviously uncomfortable. They will react or defecate or snap or bark,” Mazzoni explains. “They are one more reason people don’t want real service dogs.”

“We have had our dogs lunged at or bitten, and had to retire them,” Mazzoni said. “They are bred and trained to be non-aggressive. They will not defend themselves. Their job is to get close to their person.”

If the canine becomes fearful and skittish, it can no longer do its job, so the animal is then retired.

The following is a Q&A between the Journal and Mazzoni that has been edited for space and clarity.

What is the importance of the federal Air Carrier Access Act Advisory Committee, which you were appointed to in fall 2024?

The committee is an important effort to improve accessibility for people with disabilities in the whole air transportation system—everything from making reservations to check in to security and in flight. The committee combines representation from airlines, airports, disability groups and travel planners to work on how air travel becomes truly equally accessible for people with disabilities. We represent the service dog accessibility point of view in particular. The truth is we are a long way from equal access so it is very important work.

You have called being CEO of Canine Companions your “soul job”—what do you mean by that?

I've been lucky to have a lot of challenging and exciting roles in my career. This job has all the challenge, all the excitement, but it has something my other roles didn't have. It has the gift of knowing what the team and I do every day actually changes people's lives for the better. And every day I interact with people—employees, donors and volunteers—who give resources, time, heart to be part of making that impact. So it is soul-filling. It is a job that every day gives me back more than I put into it and reminds me of the amazing goodness and generosity of most people in the world.

How has training dogs changed since Canine Companions was founded in 1975?

Dog training has really evolved over the decades, from a more corrective focus on behavior to a collaborative relationship between handler and dog. Dogs are trained with much more positive reinforcement for good behavior versus constant correction for imperfect behavior. The result is a stronger bond of trust and respect between handler and dog, which is really critical for a long term effective partnership.

You grew up in Healdsburg. What keeps you in Sonoma County?

I left the county for college and for my early years working in tech. In the end, my family heritage and presence in this county drew me back. Being part of a community that comes together to support each other is really important. Life throws a lot of curve balls and having friends and family there make the difference between manageable and overwhelming. I wanted that community for myself and, even more importantly, for my kids as their life foundation.

What are your top two concerns about Canine Companions or industry?

The rate of disability in the United States is growing at double percentage points each year. There are now 70 million people in the country with a disability. That means that the demand for our service dogs—who really create independence and opportunity for our clients with disabilities—is growing rapidly. My top concerns are how do we grow fast enough to meet that need while maintaining our extremely high quality? And how do we grow smarter so we can make each donated dollar grow further to help our mission?

What one thing would you like to change at your company?

In my dreams, I would love to have the ability to just add resources as needed without having to first raise the dollars. That's not real life, but I'd love that!

How does climate change impact your decisions?

When we make additions or changes to our physical sites or assets, we always try to think about how to build in climate friendly features whether they be related to fire safety, water conservation or climate friendly landscaping. We also are working toward a model of leasing smaller field offices rather building new centers.

Is diversity, equity and inclusion still relevant? Why or why not?

Yes, I think it is still very relevant. As an organization, we serve a diverse community that is often limited in their access to the same life opportunities as others. In addition, we want to be sure that people from all communities know about our mission and how it can benefit them as a client, volunteer or donor. For all these reasons, our focus is on being sure we are inclusive of people from all communities in our outreach, applications and processes. We welcome diversity because we know that it will make our mission stronger.

What was the hardest business decision you had to make?

I don't know that there is one specific decision. I think it is more a category of decision—and that is having to make hard calls about people and resources. As a nonprofit we always have to carefully evaluate any addition to our personnel. It is hard for me to say no to requests for more help because we can't afford It. My team works hard and matters a great deal to our mission and to me, personally. So, it's never easy to say no, I'm sorry, you have to keep going until we can afford it.

How is your job different from what you dreamed about as a kid?

As a child I think I saw myself working more in board rooms with people in suits. In this job I really work with people and dogs in so many settings. I travel to visit people in homes, on campuses, at schools and, yes, in offices. It's much more of a different environment every day. I also have the joy of working with dogs every single day, which is pretty fantastic.

If you were to retire next month, what would you be doing?

Volunteering at Canine Companions. And gardening and traveling with my family. I'd also love to be that Nonna who picks the kids up after school and takes them to ice cream. Someday I'll love doing that.