NBE - All Arts

Concluding the call

1. Review all information received for accuracy and completeness. 2. Inform the caller of item to bring to the arrangement conference. They are as follows: *Clothing *Photo *DD 214 *SSN *Cemetery deed *Life Insurance policy 3. Give ETA for removal service 4. Ask caller," Is there anything we can do for you right now ?" 5. End call by saying, "We will do everything necessary to live up to, the confidence you have placed in out funeral home".

Neanderthal burials

50,000 years ago possessions were buried with the dead, probably in an attempt to aid the deceased in the afterlife

Social Security Administration

A branch of the U. S. Department of Health and Human Services which provides benefits for retirement, survivors' . insurance, disability, health insurance, and death.

Chapel

A building or designated area of a building in which services are conducted

Crypt

A chamber in a mausoleum, of sufficient size, generally used to contain the casketed remains of a deceased person.

Death Notice

A classified notice publicizing the death of a person and giving those details of the funeral service that the survivors wish to have published.

At-Need Counseling

A death has occurred and the funeral director is counseling with the family as they select the services and items of merchandise in completing arrangements for the funeral service of their choice.

Veterans Administration

A federal agency that administers benefits provided by law for veterans of the armed forces; Grave marker can be obtained by making application to the:

Openness and honesty

A funeral director's ______in responding to financial questions and concerns may be the deciding factor as to whether a family will choose a funeral home

Adaptive Funeral Rite

A funeral rite that is adjusted to the needs and wants of those directly involved; one which has been altered to suit the trends of the times

Certified Copy of a Death certificate

A legal copy of the original death certificate.

Death Certificate

A legal document containing vital statistic, disposition, and final medical information pertaining to the deceased; the decedent's social security number is required to be entered on a/an:

Burial-Transit Permit (Disposition Permit)

A legal document, issued by a governmental agency, authorizing transportation and/or disposition of a dead human body.

Chaplain

A person chosen to conduct religious exercises for the military, the chapel of an institution or a fraternal organization.

Canopy (Cemetery Tent)

A portable shelter used to cover the grave area during the committal

Cot

A portable stretcher commonly employed in an ambulance or transfer vehicle for the moving of the sick, injured, or deceased.

Cantor

A religious singer who assists the clergy; assists the Rabbi in the Jewish faith; assists the Priest in the Eastern Orthodox faith

Humanistic service

A service devoid of religion

Columbarium

A structure, room, or space in a mausoleum or other building containing niches or recesses used to hold cremated remains.

Book of Dates

A term used in the buddhist faith to describe a calender that is used to determine an accurate time for casketing the body

assignment of life insurance

An agreement by which a family assigns to funeral home the right to receive payment from a life insurance company for the services the family has received.

Acolyte

An altar attendant

Cemetery

An area of ground set aside and dedicated for the final disposition of dead human bodies.

Altar

An elevated place or structure on which sacrifices are offered or at which religious rites are performed; in the Christian faith, a table on which the Eucharist or Holy Communion is offered.

Artificial Grass

An imitation of grass made in mat form and used at the cemetery to cover the earth around the grave

Alternative Container

An unfinished wood box or other non-metal receptacle or enclosure, without ornamentation or a fixed interior lining, which is designed for the encasement of human remains and which is made of fiberboard,pressed-wood, composition materials (with or without an outside covering) or like materials

Thank You

Avoid saying_____, since this may seem out of place to some.

Good morning and good evening

Avoid using "________" Some people may feel this is out of place when a loved one may have just died.

Acknowledgment Cards

Cards of recognition sent to friends for kindness shown to a deceased's family

Cash Advance

Cash advance items may include, but are not limited to: cemetery or crematory services, pallbearers, public transportation, clergy honoraria, flowers, musicians, or singers, nurses, obituary notices, gratuities, and death certificates; sometimes called an accommodation or cash disbursement

eating, drinking, or chewing gum

Diction-the voice should be clear and crisp. The telephone should not be answered if the person answering is _______.:

Scandinavians

Early ______ placed their dead leaders on burial boats, set the boats afire and then to sea, so that the honored dead could be cremated on this way to Valhalla

Religious ritual

For many people, funerals are primarily a ______ that allows them to fulfill the final phase of their spiritual life.

Dead body

For many, seeing the ____ is the only tangible affirmation they have that the person has really died.

Deacon

From the Greek for "servant": one who has been ordained to the first degree of Holy Orders, ordained not to priesthood but for ministry and service.

Memorial Service

Funeral rites with the body not present.

primary right of disposition

Get the name, phone number, and relationship of the person who has the _________ and tell the caller you will be calling that person unless the family has said not to call them back.

Chevrah Kadisha

Hebrew meaning "Holy Society". Holy Brotherhood of men or women from a synagogue who care for the dead. (Often referred to as "washers" by laymen.); In the past, took care of all funeral arrangements and preparation for Jewish funerals

Aron

Hebrew word meaning container; a casket made entirely of wood, containing no metal parts

Egyptian pharaohs

Honored themselves by having pyramids built to perpetuate their high status

hospital, nursing home, or hospice

If the deceased is at a _________, the following questions should also be asked: 10. Has a release form been signed?___Yes __No 10A. By whom?____________________________ 11. Is there going to be an autopsy performed?___Yes___No 12. Organ Donation?___Yes___No 13. Is refrigeration available?___Yes ___No Comments:________________________________

nurse in the hospital or nursing home

In some instances the family will ask someone else to call the funeral home with the information about the death. Often times this will be a _______________.:

Allah

In the Islam faith, the name of GOD

Cardinal

In the Roman Catholic faith, a dignity conferred upon Bishops making them Princes oftheChurch

Brother

In the Roman Catholic faith, a man who is a member of a religious order without being ordained or while preparing for ordination

First Call (From another funeral director)

It is evident in these instances that you are dealing with a representative of the family_____. Inter-professional courtesy and ethics must dominate in these situations. It is still necessary to obtain certain information: 1. Name of the deceased 2. Location 3. name, phone #, relationship, and authority of the person calling 4. Name and phone number of the next of kin Additional information needed: 5. Will the body be embalmed? 6. What are the transportation arrangements for the deceased if it is in another city? 7. Are services being held at both locations?

phone image

It is just as important to project a professional, sensitive and empathetic over the ________as it is in person.

Release of deceased form

Most hospitals will not allow the funeral home to transfer the deceased without a signed ____________.;

Telephone

Ninety-eight percent of initial contacts are made by:

Person making the removal

One copy of the notification form should be taken by the _______, and at least one copy should remain at the funeral home

Casketbearer (Pallbearer)

One who actively bears or carries the casket during the funeral service and at the committal service.

Crucifer/Crossbearer

One who carries the crucifix/cross during an ecclesiastical procession.

Funerary rites

Societies appropriate, incorporate or devise _____ and rituals to help diminish the magnitude of the death and its effect on survivors.

Domestic partner rule

Some states have enacted a __________that gives the partner in a same sex relationship,equal status as a spouse in the hierarchy of who has the right of disposition of the remains.

Age of Deceased

The _____ should be asked to avoid any misunderstanding.

compassionate and professional

The caller is deciding in the first couple of minutes how ______ the staff is and if this is the type of firm with which he or she wants to do business

Notification Form

The first call or __________will assist you in asking the necessary questions and allows you to have a written record of the call. The following information is needed: 1. Name of deceased 2. Location 3. Name of caller (relationship to deceased) 4. Phone number of caller 5. Name of next of kin (of deceased if not caller) 6. Phone number of next of kin 7. Name of attending physician 7A. Has the physician or medical examiner been notified ? __Yes__No 8. Age of deceased 9. Permission to embalm obtained?___Yes___No

Tone of voice

The funeral director's "______" should be sympathetic yet professional, not overly sad, forlorn, or cheerful. It should have some inflection to avoid sounding monotonous or bored.

Call

The funeral doesn't begin at the funeral home or in the church; the funeral begins with the "_____" to the funeral home

To express feelings

The funeral is the one place and time where all are encouraged _____.:

A celebration of life

The funeral may be the only opportunity for an organized reflection and _____.:

permission to embalm

The law requires that______must be received before embalming can begin.

Arrangements Conference

The meeting between the funeral director and the client family during which the funeral arrangements are discussed

Transfer of Remains (Removal, First Call)

The moving of the dead human body from the place of death to the funeral home or other designated place.

Bonze

The name of the Buddhist priest

Celebrant

The officiant who celebrates the Mass in the Roman catholic church.

Social support

The pain of grief is never more intense than when it is experienced alone. The coming together of friends and family to pay tribute to the deceased provides ______ for the survivors and comfort to all that experience it.

Salutation

The person answering the phone should give: * the name of the funeral home * his/her name, (how he/she would like to be addressed, e.g.Mr. Smith, David Smith ) * "May I help you?" This is optional but leaves a good first impression.

Coroner

The presiding officer of a special court, a medical officer, or an officer of law responsible for investigating deaths, particularly those happening under unusual circumstances.

Cremation

The reduction of a dead human body to inorganic bone fragments by intense heat in a specifically designed retort or chamber.

First Call

The request, usually made by a surviving family member, for a funeral home, (moving of the dead human body from the place of death) to carry out the wishes of the next of kin regarding funeral services and disposition

organ procurement organization (OPO)

The routine referral act requires that hospitals contact the local ____________and tissue and eye banks about each death, or pending death, that occurs in the hospital.

Death rituals

They commemorate our past, recognize our present, and consider our future. They provide us with a sense of continuity and security.

Final disposition

This ____, whether it is burial, cremation, burial at sea, body donation, or entombment can be accomplished with as much or as little ceremony as desired.

Aftercare (Post-Funeral Follow-Up)

Those appropriate and helpful acts of counseling that come after the funeral

Visitation (Calling Hours, Visiting Hours)

Time set aside for friends and relatives to pay respect for the deceased prior to the funeral service.

Next of kin (NOK)

Treat the caller as if he was the _____.:

offensive or disturbing

Volume - the voice should not be so loud that it is ________to the caller, yet it should not be so quiet or soft that the caller has to strain to hear of frequently ask the funeral director to repeat himself

Joint liability

Where two or more negligent acts combine to proximately cause an indivisible injury, each negligent actor will be jointly and severally liable (for whole damage incurred). If injury divisible, each defendant liable only for identifiable portion, unless acting in concert (then jointly and severally liable). XREF: Satisfaction (recovery of full payment), contribution (each ∆ has measurable degree of culpability), indemnity (where one party much more responsible than others)

Funeral

a ceremony at which a dead person is buried or cremated; rites held at time of disposition.

Crucifix

a cross with a figure or image representing the body of Christ on it

Deceased

a dead human body

Crematory (Crematorium)

a furnace or retort for cremating dead human bodies; a building that houses a retort

Mausoleum

a large burial chamber, usually above ground; a building containing crypts or vaults for entombment

Christian Burial Certificate (Christian Burial Permit)

a letter or form from a priest stating the eligibility of the deceased for burial in a Roman Catholic Cemetery; a.k.a. Priest(ly) Lines

Obituary

a news item of someone's death, such as in a newspaper, usually with a brief summary of that person's life

Cross

a religious emblem consisting of two plain bars that intersect at right angles to each other

Common Carrier

any carrier required by law to convey passengers or freight without refusal if the approved fare or charge is paid (airline, train, etc.)

Cremated Human Remains

cremains

Contemporary Funeral Rite

funeral observances that reflect present day (modern) influences in lieu of (or in addition to or as part of) the traditional ceremonies.

Archbishop

in the Roman Catholic faith, the head of an archdiocese

Bishop

leader of multiple churches in a particular denomination; in the Roman Catholic faith, the head of a diocese; in the LDS (Mormon) church, Bishop of the ward is leader of a single church.

Vital Statistics

numbers collected for the population of live births, deaths, fetal deaths, marriages, divorces, induced terminations of pregnancy, and any change in civil status that occurs during an individual's lifetime

Receiving Remains

one of the categories required to be itemized on the GPL (if the funeral provider offers the service). This involves services of the funeral provider after initial services have been provided by another firm at the locale of death. Funeral Rule requires package pricing of this service with a description of the components included.

Brotherhood

relating to a social organization

Non-traditional

religious orientated but follows a more modern interpretation including favorite music, poems, and readings

Speed of Questions and Pronunciations

the "_______" of the funeral director's conversation should be slightly slower than that of a normal telephone conversation.

Procession

the group action of a collection of people or animals or vehicles moving ahead in more or less regular formation

Chancel

the portion of the church surrounding the altar, usually enclosing the clergy; area behind the altar or communion rail

Committal Service

the rite of finality in a funeral service preceding cremation, earth burial, entombment or burial at sea