Directing Chapter 1-5

Reason for Embalming

"The family requested due to public viewing"

Attire for the transfer

Most directors will wear conservative business clothing

Home Removals

- ALWAYS 2 or more people on Home removal - Do not take cot to door when you first arrive- introduce yourself and ask to be taken to the deceased - RECON- look at the area taking into consideration stairs, size of hall, number of turns, rugs, obstacles, width of doors, position of deceased - After RECON- explain to NOK what you will be doing in regards to bringing cot in and any items that needs to be moved; make sure to inform them of other person helping you - After removal-make sure you follow up with family regarding what to bring to funeral home (clothes, forms, etc) - At this time would be the time to get the verbal permission to embalm.

Institutional Removal

- All institutions are different and have different policies (parking, pick up, paperwork, ID, etc) - Make sure that you are familiar with each institutions policies - ALWAYS be prepared that family is there- just in case! - ME office removals- always confirm release and always verify that they have been given family verbal release!

Reasons why people will chose not your funeral home

- price was higher than other funeral homes, they have contacted (Have commercial courage to walk away) - Telephone manner was not inviting or informative - Were not able to make a personal connection with the caller

arrangement conference room style

- small conference room - dining room in a home - lounge or living room design with couches, coffee table, tables with lamps - round table, instead of conference table room should be comfortable for the family

Arrangement conference old style

- start businesslike, informing about a series of questions in order to get all the information necessary for the records and death certificate. Not recommended

Preparation Information Pack should contain:

- the value of having a funeral, memorial, or life celebration service and a description of each - A tasteful explanation of cremation with options available * description of process * the funeral home's policies for authorization to cremate * holding and returning the cremated remains * disposition options - Explanation of caskets, urns, vaults, and keepsake merchandise - Any paperwork that may be needed * such as social security number, or military discharge - Any special services or aftercare activities provided

Infant removal at a hospital

- use a basinet, or even a car seat device - arrange to meet a nurse or assistant from the floor with baby to meet in the downstairs morgue or scheduled place -Away from entrance to the maternity are with the removal device

Arrangement conference suggestions

-Avoid using pen first 15 minutes of conference -Again learn more about deceased and include what you can of deceased things- hobbies, photos, etc. -Arranging FDs need to always look presentable, meet families at the doorway, etc. -No funeral should ever have to be the same. . . PLEASE don't get caught in the 'habits' of funerals at certain times, visitations (b/c that's the way it's always been- keep away from that)

Infant transfer equipment

-Baby blanket -Bassinet -Infant carrier -Small rubber or plastic sheet - not placing on front seat - if placed on rear seat, seatbelt should be used to secure the infant

Payment Options

-Immediate Payment (some FD offer discount for this type payment) - Insurance Assignment * Remember: 1. call & verify 2. beneficiary 3. Contestable - Credit Card - Financial Institution Loan (some FD offer loans thru a lending co) - Wait for Estate Settlement (no longer common practice- could wait months/years)

About_________________% of price-shoppers will decide on funeral homes with the lowest price

10%

Removal/ Transfer Form

Its important to have a removal/ transfer form that covers all aspects of the transfer because because of litigious society

cash Advances

In perfect world- this would be a zero balance; cash advances are exactly that- you are passing money to others with no markups

Why did many funeral home owners lived at the funeral homes?

In the past, many funeral home owners actually lived at the funeral home. So, when the phone rang, the funeral director was there to talk with the family and take the information.

meaning behind flowers: Lilies

Innocence

arrangement conference location

ANYWHERE -Each facility different and each FD different. -Some FD's prefer to conduct in homes and provide pics of casket, vault, etc. -Some FD's have conference rooms set up- usually table and chairs -Some FD's have tables in the selection room (with/without full size casket) (this can be very uncomfortable for some families- always ask) -Round tables not as intimidating as conference tables. Never sit behind desk at arrangement conference.

Required by the FTC to be given at the end of the conference?

Statement of Funeral Goods and Services Selected

meaning behind flowers: Gladiolus

Strength and sincerity

meaning behind flowers: Orchids

Sympathy

First Call Definition

The request, usually made by a surviving family member, for a funeral home to transfer a deceased from the place of death to the funeral home and for the funeral home to carry out the wishes of the next of kin regarding funeral services and disposition.

meaning behind flowers: Chrysanthemums

positivity and truth

FTC (Federal Trade Commission)

prevents the unfair, false, or deceptive advertising of consumer products and services

meaning behind flowers: Tulips

renewal and hope

Purpose of death certificate

shows cause of death; legal permanent record; permanent stat for deceased; assists in settling estate/legal affairs

Funeral director acts as functionary doing what?

Collecting information for: - legal documents - Explanation of expenses - explanation of government forms (death certificate, burial, or cremation permits) - Vital Stats, Funeral Home Records and Cemetery information - Death Notice or Obituary - Presenting merchandise for family purchase (casket, urns, vaults, clothing, flowers, memorial markers) - Date and time for visitation - Date and time for disposition (internment, cremation, entombment) - Coordination with clergy or funeral celebrant - special requests - Service details (music selections, religious or inspirational readings) - Financial arrangements - Automobile needs

About_________% choose a funeral home based on emotion and value

90%

meaning behind flowers: Carnations

Admiration, remembrance, or love

Family preparation time

Decision Zone - Death - First Call - Transfer - Arrangement Conference - Contract - Service

Why asking for age of deceased?

To know whether baby or adult

Bier Pins; Lift

could be manual or electronic

Transfer Identification: best practice to be implemented when making transfer of a decedent

- Before attaching funeral home identification band, the deceased must be identified * pre-existing Identification band, a relative or person who knew the deceased, employee of institution (important that the name of the deceased corresponds with all existing paperwork) - Attach identification band on the deceased at the place of death * even if there is other identification on the deceased, the band should still be attached (Do not remove the other form of identification, if possible) - Place the identification band around the deceased's ankle or around the wrist if an ankle cannot be used (if deceased is in a disaster pouch; never remove a identification band once it has been attached) - Use waterproof identification bands made of tear- resistant material (should only be possible to remove by cutting) - keep identification bands in each transfer vehicle - Write the information on the identification band using a pen with indelible ink (Sharpie) * At a minimum include the full name of the deceased and date of death (clearly printed)

At Visitation

- Clergy Attendance (introduce clergy to family if they have not met; clergy may require a private room if a prayer service is scheduled) - End of Evening Prayer (some funeral homes customary for Catholic family's short prayer to end visitation; convenient way to direct family towards leaving) - Before Family Leaves (verify with family again regarding what is to be left in casket- get in writing if possible; families sensitive to turning off lights before all gone whether inside or outside in parking lot) - Preparations for Funeral (different funeral homes do at different times however arrangements need to be ready in plenty of time; will deceased need to be moved to chapel; flowers will then need to be moved; what are you doing with the plants after the funeral; make sure the register book is placed appropriately, etc.)

Transfer/ Removal Equipment

- Cot - Flexible Stretcher - placed over cot in case of inaccessible area - Items always needed could include but not limited to: * sheets, * blankets, * pillows, * pouch, * gloves, * towels, * cotton, * spray deodorant, * disinfectant, * disposable gowns, etc - All paperwork and ID tags - In cases of infant removals: * some directors may use bassinet to carry the infant; * having baby blanket as well.

The arrangement conference: opportunity for the funeral director

- Could be the first face to face meeting with Funeral Director - The time for the funeral director to develop a relationship with the family and start the process of developing confidence with them! - FD is usually first person to hear the 'death' story. - FD first to see the grief in the family; and hear their feelings - This is the time that the FD collects all the information from the family. - Information needed for all the legal documents as well as FD provides information regarding items to purchase (casket, vault, urn, flowers, memorial folders, etc).

Price shoppers asking for:

- Direct cremation pricing: 91% - Traditional burial pricing: 13% - Price for least expensive funeral: 54% - Price of caskets: 9% - What does a funeral cost? 48% - Do you have packages? 22%

What are the avenues today to receive the first call?

- During the day, while you are at the funeral home - Evenings, you may forward the phone lines of the funeral home to your house or cell - An answering service may contact you via cell or your home (cases where the funeral home contracts with an answering service) and sometimes you will receive a text with the information as well - There are still cases where funeral directors are required to stay at the funeral home to answer the phones at night.

Why this funeral home?

- FD's need to know what is working for their funeral home- what advertisements, what people influence, etc. - It's ok to ask the family why they selected you to serve their family - Just remember- always be respective & kind

Removal vehicles

- Hearse (funeral coach) - Mini-van - Utility Van * Different factors determine which one to use. -Director's preference, -age of deceased, -location of deceased, etc

Types of removals

- Hospital/nursing home (could be anytime of day and could possibly have family present) - Home removal (family present; or onlookers present) - Coroner/ME Office (could be any time but there are some offices that set time frames)

key points to remember at home removals

- Key points to remember: - If you move something- put it back - Make up the bed (some funeral homes remove soiled linen and place in pillow case) - Keep your feet clean - Don't bump the walls!

First Call Information

- Name of deceased - Location of deceased - Name, relationship of caller - Phone number of caller - Name of NOK (if not caller) - Phone number Next of Kin - Name of Attending Physician - If deceased @ hospital, nursing home, hospice: * Is the release form signed * Is the deceased ready for immediate release? * Where in the institution? (Room, Morgue, etc.) * Name of Doctor who signed the Death Certificate * Dr. office number * Tissue or Organ Donor? * Autopsy? * If ME Case, Has case been released? Do they need verbal or written permission? * If ME Case, provide name of Dr. signing DC - If next of kin: * Do they know what kind of service? * Permission to embalm? _ Schedule time for Arrangement conference and inform on what is needed to bring to the funeral home

The First Call is:

- No two contacts are ever the same - 98% of initial contacts are by phone - This is the first step to a good funeral service and the first call is statement of TRUST - First impressions - by phone- what do you think? - Salutation, Tone, Speed, Diction, Volume, Phone Image are ALL important during this brief call

After large merchandise purchases are selected - this would be a good time to discuss with the family

- Prayer Cards/ Register Book - Flowers * some FD has contracts with florist - Accessories * Photos, memorial DVD's, etc.

Purpose of price-related conversation, the caller might:

- Price-shopping only: * They will use the funeral home with the cheapest price regardless of any other factor - People-shopping: * These callers will select the funeral director with whom they were able to bond with and they feel will treat them right - Solution-shopping: * this caller is looking for a funeral home that will provide the best solution to their pressing need

call from another funeral director

- Professional courtesy & ethics are required; get info (name of deceased, location, name, number, relationship and authority of person calling; name/number of NOK) - Additional info needed would be if embalming be needed; transportation arrangements; services at both locations? - BE CLEAR to the family with any expectations and help ease their minds of overnight worry

meaning of colors

- Red: Strength and love - Orange: Enthusiasm and warmth - Yellow: Friendship and new beginnings - Green: nature and renewal - Blue: Sadness and peace - Purple: Respect and admiration - Pink: Grace and innocence - White: Elegance and reverence

arrangement conference essential

- Remember our great quote- People don't care what you know until they know you care - Have compassion- show that you care about what they have to say - This conference is IMPORTANT!

Concluding first call

- Repeat information for accuracy - Ensure caller knows what is needed (clothing, photo, military discharge papers, SSN, cemetery deed, life insurance, memory photos, etc.) - Ensure caller is aware that you and the staff are very capable of handling the arrangements (family needs to have some confidence in the staff) - Ask if there are any questions or requests - leave your contact number in case they need to contact us - leave the caller with the feeling that for the next few days they will be assisted completely and give the support and counsel that is necessary - Avoid saying thank-you. * Instead: " Mr./ Mrs.________________, I would like to thank you for the confidence you have placed in our funeral home. we will do anything necessary to live up to it" - ETA (estimated time of arrival)- try to estimate the best you can if requested- otherwise do not promise an estimated time of arrival to avoid misconceptions of timing

organ and tissue donor

- Routine referral act requires hospitals to contact the local Organ procurement organization (OPO) and tissue and eye banks about each death, or pending death, that occurs in the hospital - OPO must offer the family the opportunity to donate, if the person is eligible for donation. - In some areas OPO has the authority to place a hold on the release of the deceased until the family has been contacted. - In this instances the funeral home will have to contact the organ or tissue agency to check on when the deceased body will be released

First call - Funeral Home image

- Salutation: a gesture or utterance made as a greeting * When answering the funeral home phone, it's important that you say: -NAME of FUNERAL HOME -YOUR NAME (making sure the caller knows how to address you) -ASKING HOW YOU CAN HELP THEM -Avoid the 'good morning' and 'good evening' - Tone of Voice - Sympathetic but professional works best, using inflection can help to not sound overly bored or sad - Speed of Questions and Pronunciation - However you would normally speak..... Slow it DOWN when answering the funeral home phone - Diction *Crisp, very clear- do NOT answer the phone while talking to someone else mid-sentence, or while eating, drinking. DO NOT chew gum while answering the phone - Volume * Soft but loud enough for callers to hear. Be smart- some family may have a hard time hearing you so then you know to speak louder - Phone Image * What is Yours? How do people see you while speaking to you on the phone? *You should project a professional, empathic and sensitive personality while answering the phone. You should gain the trust of the caller by being helpful, comfortable and secure in what you are telling them. Confidence can help with your phone image.

Visitation/ Wake/ Calling Hours

- Scheduled time when the deceased is presented for viewing in a casket so that family and friends may come together in an environment of mutual support to pay their last respects to the deceased. - In some instances, there is no viewing; the deceased is in a closed casket with usually one or more photos of him/her on display.

Points to connecting with funeral shoppers

- Set expectations among the Staff: * Staff should be trained to answer the phone in a way that puts the funeral home's best foot forward - End greeting with your name: * People most like remember your name if it is the last word in the greeting - Be an Expert: * people want assurance that the person they speak with has the expertise they need. let them know, that you have what it takes to guide them through an unfamiliar experience - If transferring a call, do it warmly: * If you need to transfer the call, ask for permission to do so and explain why. * If you transfer the call pass along all the information the caller told you * If call is transferred to you, begin conversation with something like, " I am so sorry to hear the sad news about......i will be glad to help your family to plan a wonderful tribute for ..." - Respond, Respond, Respond: *call back as soon as possible, but never longer than 2 hours * respond to an email with a general question as soon as possible but never longer than 12 hours - Never say "I don't know" * Comes across as very incompetent * If not knowing the answer to a question, say "I'll check on that for you" (assures caller, that they will receive the information, because you accepted the responsibility of providing it to them - it works the same with email communication) - Chose your words wisely: * Avoid professional jargon (Cremains, GPL) * Use more descriptive words (Your Mother; Our fee for handling the details of funeral arrangements" - Answer question with a question - but answer it! * Avoid responding with " I can't answer that question without more information" instead: " I'll be happy to give you that information. To help me provide the most accurate information, can you first tell me,..." * Never divert the caller to another topic, or pretend they didn't ask that question, you don't want to answer. - Ask for more information * Offer sending the caller more information, or ask for contact information. Its the permission to follow up

funeral director should observe:

- Stairways * can be steep, slippery, or have tight corners - Size of hallways - Number of turns - Throw rugs - Objects or furniture that will need to be moved - Doorways - Position, condition, and size of deceased - Location of the body

Most important questions are not___________________________________________________, but most important questions are ____________________________________________________________

- not those we need for the death certificate and other paperwork - those that reveal the life story, the memories, and the stories stacked with emotion and importance

First Call

- The request for a funeral home to transfer a deceased from the place of death to the funeral home; and the for the funeral home to carry out the wishes of the next of kin regarding funeral services and disposition - The Words "First Call" indicate that either a family member has contacted the funeral home or an institution (where the deceased is located) has contacted the funeral home to request our services on behalf of the family - This 'call' can happen many ways and it usually is never the same so the funeral director must always be prepared and be ready.

What should be recorded on the removal/ transfer form?

- Time received - person making transfer - Address transfer was made from - Who authorized the transfer - Arrival time at location - condition of deceased - Where deceased was located and condition of location - any problems with transfer - time personnel and deceased left location - time and date of arrival at funeral home - name(s) of the person(s) making delivery. If an outside 1st call firm, record its name and representative(s) - Valuables and personal items on or with deceased's body - where the deceased was placed, such as embalming table, in refrigeration storage, etc. - employee signature - date and time

Register Book (Memorial Book)

- a book signed by those attending a visitation/service - also contain information about the deceased and the services

General Price List contains

- contains information and itemized prices for goods and services that the funeral home sells and discloses. FTC requires this form be given to family for their retention!

Alternative location for arrangement conference

- family's home - restaurant - hospital - hospice

Funeral director acts as _______________________________ and _______________________________

- functionary (collecting information) - facilitator (helping family to understand their options and plan a service)

Giving an information pack before arrangement conference can be positive experience for families in what ways?

- keeps family in contact with the funeral home - give the family something to do during this time - allows families to be better prepared for the arrangement conference - if family chose to look up the information on the funeral home's website, they can share information with distant relations

Types of services (Sociology)

-Traditional Religious service -Adaptive (non-traditional) *Humanistic (service devoid of religion) *Contemporary Funeral Rite -Memorial Service * a service without the body present, usually held days or weeks after the disposition -Memorial Gathering -Immediate Burial -Graveside Service -Direct Cremation -Cremation funerals -'Green' Funerals -Celebrant Funerals (non-religious funeral service)

information gathered by funeral director

-name - address - Date of Birth - gender - Place of Birth - Date of Death - Place of Death - Cause of Death - Marital Status - Spouse - name, age - Race - Father's name - Father's Birthplace - Mother's name/ maiden name - Mother's Birthplace - Cemetery/ Crematory - Grave # - Date of Funeral - Time of Service - Doctor's name - Doctor's contact information - Informant's name, age - Informant's contact information - veteran - Rank - Service # - Date entered service - Date discharged - Type of business - occupation - Social Security Number - Name of Hospital - Clergy person name - Clergy person contact information - Church - Grave owner - Section - Service at:

4 purposes of death certificate

1. Show Cause of Death or medical or actuarial research 2. Legal permanent record of the death 3. Permanent statistical record of the deceased 4. Settle estate/insurance/legal affairs

Upon arrival at the funeral home, the remains should be placed into a refrigeration unit (if you have one). suggested functions to be carried out prior placement including:

1. Turn on the cooler (if it has not been on) 2. Confirm name tags and identification 3. Move remains to portable embalming table or gurney 4. Elevate head and shoulders. Adjust hands, feet and head 5. be certain that the body is properly covered with a sheet over the face and body 6. Place massage cream on face and hands

4 types of information on death certificate

1. Vital Statistics - supplied by informant (one who supplies the information concerning the deceased) 2. Medical Certification - physician, medical doctor, or coroner is required to complete cause of death section 3. Funeral Director & Embalmer - data pertaining the place of death, the date, and location of disposition 4. Registrar's Info - official signature and data of the legal government agency

The 3 reasons a out-of-town funeral director will call you

1. the out-of-town funeral director need you to send the deceased to her funeral home. this request usually involves: - Removal of deceased - preparation of the body - filing all necessary paperwork for death notice and transfer permit - Transfer the deceased to the requesting funeral home by funeral home vehicle, plane, or train 2. the out-of-town funeral director is informing you that a family has requested that he ship a deceased to your funeral home. All duties above are incumbent on the calling funeral home 3. Out-of-town funeral home director request that you make a transfer from the place of death to your funeral home. he plans on driving to your location to pick up the deceased. You may or may not be ask to embalm the remains and secure any necessary paperwork

How many % of initial contact are made by telephone?

98% of initial contact are made by telephone

Arrangement conference new style

A creative, personalized, individualized, and customized funeral experience (baby boomers have changed the attitude of the old style) - Instead of beginning the conference with collecting data, they start by putting down the pens (for the first 15 minutes) and asking simple questions about the deceased ("why don't you tell me about_____" ; "was your mother sick for long?" etc.)

Funeral Coach?

A motor vehicle designed specifically for the transportation of a casket. Synonymous terms are: * casket coach and hearse

Church Truck

A wheeled collapsible support for the casket, used in the funeral home, church, or home.

Why are we more mobile, even when waiting on a first call?

Advanced Technology - Mobile Phone - Call Forwarding - Answering Service

Pre-visitation

Checking on: - appearance of the deceased * if cosmetics are needed, notify the proper person - Air condition or heat - music system - all entrances are clean and clear of snow in the winter - the flowers that have been delivered and placed in the correct room - register book papers are complete - prayer cards are displayed - restrooms are clean and have sufficient supplies

Being on call before cell phones meant________________________________________

Being 'on call' meant you went directly from work to your home to catch the phones

catalyst in all good relationships is__________________________________

Caring

GPL

General Price List

leaving home with the deceased

Do not leave the home with the deceased on the cot NOT secured in and not covered. The family should NOT see the sheet- they should see the cover of the cot.

FTC

Federal Trade Commission

How do you become good at arrangements?

Learn from others, adapt to things that work for you and try to improve those that don't. There is not a funeral arrangement school

meaning behind flowers: Roses

Love or reverence

forensic transfer

Making sure we do not cause any loss of evidence (cross-contamination)by: - entering the crime scene properly attired - not smoking, eating or use the bathroom, or using telephone within the potential crime scene - when done with personal protective unites (ppu), we do not leave them at the crime scene (we properly dispose it offsite) - body need to be transported as it was found (normally we turn the body face up, but NOT SO IN A CRIME SCENE)

Do all the transfer/ removal vehicle need to be fully equipment should have all equipment ready at all times?

No matter what vehicle you get into- all vehicles used for transport should have all equipment ready at all times

Why asking for Release?

Release form signed by family

meaning behind flowers: Hydrangea

Sincerity and understanding

Permission to Embalm

The law requires that______must be received before embalming can begin.

arrangement conference definition

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

Casket Price List & Outer Burial Container Price Lists.

These must be kept available but do not have to be given to the family for retention

Transfer/ Removal of Remains Definition

Transfer of deceased from place of death to the funeral home

meaning of: going on a 'call' we are going on a 'first call we are doing a 'pick up' we are on a removal

Transfer of remains

True/ False? No matter what vehicle you get into- all vehicles used for transport should have all equipment ready at all times

True

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

Church Bier

a flat frame (usually wood but also made with other materials) that holds casketed remains for visitation or funerals.

obituary

an anouncement of death that has a biographical sketch of the person's life; listing occupation, organizations, and notable information, sometimes with a photograph.

Funeral Director acts as facilitator doing what?

as facilitator, the funeral director helps the family understand their options and plan a service that meets their needs, all while bringing them comfort and support.

What makes a strong first impression?

empathy, patience, and kindness make strong first impressions

death certificate

legal document containing vital statistics, disposition information, and final medical information pertaining to cause of death.

Burial, Cremation, Transit Permit

legal document issued by the proper government agency authorizing transportation and/or disposition of human remains.

First impression

make it a good one, look presentable