FSE2201 - FH Operations Exam 3 Review - The Arrangement Conference

What is Florida's electronic death certificate resistration system called?

*EDRS* e-Vitals Electronic Death Registration System

What are the supplemental price lists to the GPL?

*also required by FTC*- lists of all regularly sold merchandise and their prices. CPL - *Casket Price List.* OBCPL - *Outer Burial Container Price List.*

What modes of disposition must have an accompanying Burial Transit Permit?

*any* mode of disposition OR *in-/out-of-state* transfers must have an accompanying burial transit permit.

Cemetery / Crematory

*funeral director* arranges for necessary documents, times and transfer to cemetery / crematory. *NOK* may be required by location to appear in person and sign documents.

Religious services

*traditional -* standard funeral services. 3 alternative categories: 1. *non-traditional.* 2. *memorial service.* 3. *humanistic.*

Alternative Containers disclosure FTC

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Basic Services Fee disclosure FTC

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Casket Price List disclosure FTC

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Outer Burial Container Price List disclosure FTC

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Right of Selection disclosure FTC

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Embalming disclosure FTC

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What are the 2 types of DC a family will need?

1. DC with cause of death listed. 2. DC without cause of death listed.

What 2 ways does the FTC allow you to list the basic services fee?

1. as a disclosed, non-declinable fee charged regardless of services selected, OR 2. include it with the casket prices and charge it even if the consumer provides his/her own casket.

Funeral options:

1. body present - public viewing, service, committal. 2. body present - private viewing - public or private service, committal. 3. body present - all facets private. 4. body present - no viewing - public service - public, private committal. 5. body present - no viewing - private service, committal. 6. public graveside service with body present (distinguished from a committal service only). 7. direct disposition cremation, interment - preceded or followed by public or private service without the body present. 8. direct disposition cremation, interment - preceded by viewing. 9. direct disposition cremation, interment - no viewing, attendant rites or ceremonies. 10. body donation preceded or followed by public or private service with body or cremains present. 11. body donation without any public or private service.

What are the 16 items required by the Rule to be listed on a GPL?

1. forwarding of remains to another FH. 2. receiving remains from another FH. 3. direct cremation. 4. immediate burial. 5. basic services of FD/staff/overhead. 6. transfer of remains to your FH. 7. embalming. 8. other preparation of the body. 9. use of facilities/staff for viewing. 10. use of facilities/staff for funeral ceremony. 11. use of facilities/staff for memorial service. 12. use of equipment/staff for graveside service. 13. hearse. 14. limousine. 15. range/individual pricing of caskets. 16. range/individual pricing of obc's.

What are some modes of payment for a funeral bill?

1. immediate payment - cash/check/cc. 2. financial loan from a private lender. 3. insurance assignment.

Beginning the conference:

1. initial greeting / body language. 2. establish good rapport. 3. have a pleasant / patient demeanor. 4. be mindful of what is said and pick up on external clues. 5. one way to begin is by asking NOK if they have thought about what they would like as far as a service.

When is a DC with the cause of death needed?

1. life insurance. 2. veteran's administration.

List the things a funeral director arranges with the family at the Arrangement Conference:

1. obituary / death notice. 2. visitation date / time / location. 3. disposition date / time. 4. coordinates with clergy / celebrant. 5. merchandise selection. 6. floral selection. 7. fleet selection - transport needed. 8. explanation of expenses. 9. explanation of government forms. 10. personalization options. 11. special requests / accommodations. 12. service details - relay to celebrant. 13. financial arrangements.

What is the purpose of a death certificate?

1. shows cause of death for medical and actuarial research. 2. is the legal, permanent record of death. 3. is a permanent statistical record of the deceased. 4. assists with settling estate / legal affairs.

When is a DC without the cause of death needed?

1. to sell/transfer car, boat, airplane title. 2. to sell/transfer title of real property. 3. social security. 4. pensions. 5. bank accounts. 6. stocks, bonds and annuities.

Things to remember when arranging for the DC:

1. verify all information - including spelling. 2. summarize and confirm all information. 3. have NOK sign to confirm all information is correct. 4. inform family DC's include 2 types depending on situation.

What should you do if you are asked to take a call about prices/services while you are in the middle of making arrangements with another family?

Excuse yourself, take a message, and return the call at a later time.

What is the deadline for filing a death certificate in the state of Florida?

Florida DC's must be completed *within 5 days after death* and filed with the local registrar of the district where the death occurred. *Chapter 382.008.(1)-(a)*

How many disclosures are required on all GPL's according to the FTC's Funeral Rule?

GPL's have *6* disclosures: 1. consumer's right to select only the goods/services desired. 2. embalming. 3. alternative containers for direct cremations. 4. basic services fee. 5. Casket Price List (CPL). 6. Outer Burial Container Price List (OBCPL).

GPL

General Price List *required by FTC*: itemizes services and must disclose any additional fees that may apply. All FH goods, services and merchandise should be listed on your GPL.

After the NOK gives written consent for cremation, who else has to approve it (in Florida)?

In Florida, the *district medical examiner* must receive the completed DC, *THEN* they will issue a *CREMATION AUTHORIZATION FORM* in order for the cremation to take place.

Do you have to give a consumer a CPL to keep?

No

Do you have to give a consumer a OBCPL to keep?

No

Do you have to list something on your GPL that your firm does not offer?

No

Does the FTC allow you to REQUIRE customers come to the funeral home in person to get price information?

No

Should you list 3rd party fees on your GPL?

No 3rd parties may change their fees, and if they do change, you still have to honor the fee you have listed on your GPL.

Do you have to list one of the 16 requirements on your GPL IF you do not offer it?

No even if the item is one of the 16, if you *do not offer* that particular good/service, you *do not* have to *list* it on your GPL.

Do you have to be a licensed funeral director (or does the firm have to be a licensed funeral home) in order to be required to comply with the Funeral Rule?

No it does not matter if you or the firm have a license, it matters only *if you sell or offer to sell funeral goods and services.*

Can a consumer decline the basic service fee (and overhead)?

No this is the fee charged for the basic services provided in arranging any funeral.

Do you have to comply with the Rule if you only sell funerals goods (caskets/urns), but not services relating to the disposition of remains (burials, cremations)?

No you must comply with the Rule *only* if you sell or offer to sell funeral goods *and* services to the public.

Does the FTC allow you to REQUIRE a caller to identify themselves before you give them pricing information?

No, you cannot require them to give names, addresses or phone numbers; you can ask them to identify themselves, but must answer their questions even if they do not.

Does the FTC require you to give price and other information after business hours?

Not if it is not your firm's normal practice to do so.

Statement of Funeral Goods and Services Selected

SOFGAS - *aka: the funeral contract* 1. lists everything purchased by NOK. 2. cash advance items: charges from 3rd parties must be itemized/accounted for. 3. document any changes or additional charges 3rd parties may require.

What agency implemented the EDRS?

The Bureau of Vital Statistics

Can you offer package pricing on your GPL?

Yes however, you must offer any packages *in addition* to and *not in place of* the required itemized pricing.

When is a Fetal DC issued in Florida?

a FDC is registered for still-births in which death occurs *prior* to *complete* expulsion or extraction of a *20 week or older* fetus PROVIDED, no breathing, heartbeat, pulsation of umbilical cord, or "definite" movement of voluntary muscles occurred. *Chapter 382.002.(5)*

Basic Services Fee disclosure

advises consumer a "basic services fee" (fee for the professional services of the FD/staff) will be added to the total cost of the funeral arrangements.

Embalming disclosure

advises consumers that the law usually does not require embalming, unless certain qualifications apply such as selecting a service that requires it.

Who must comply with the FTC's Funeral Rule?

all *funeral providers* must comply with the Funeral Rule.

Funeral Goods

all products sold directly to the public in connection with funeral services.

What must your pre-need GPL include?

all required disclosures and all goods and services you offer listed as an itemization with descriptions and prices.

Obituary

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

Death Notice

classified notice publicizing the death of a person, listing the survivors and giving those details of the funeral service that the survivors wish to have published. *usually a small charge* for this announcement.

Why must you give a consumer a CPL before showing them the items listed on it?

consumers must be able to look at the price list *before* discussing their options or seeing the actual caskets.

Cremation can only be done with consent of who?

cremation can only be done with *written* consent of the *NOK.*

How soon must a cremation be completed?

cremation must be completed *within 48 hours of the documented specified-time* agreed upon by the NOK.

What is the law in Florida regarding cremations?

cremations in Florida *cannot be performed within 48 hours* of *time of death.*

How is a death certificate registered in the state of Florida?

death certificates in FL are registered online (each licensed FD must register to access the site). also used in ME's offices.

Where and how must these disclosures appear on the GPL?

disclosures must be placed exactly as the Rule provides - you must use identical wording as written in the Rule - *no editing or paraphrasing.*

What is essential for a funeral director to establish with the family during the arrangement conference?

establishing a *good rapport* with the family is essential.

When would a decedent be eligible for Veteran's Administration benefits?

if decedent was receiving retirement or disability.

When would a decedent be eligible for Social Security benefits?

if there is a surviving spouse or eligible minor child.

Vital statistics

information that is required for the death certificate. health and disposition information may be obtained from other professionals. families will provide biographical information.

Outer Burial Container Price List disclosure

informs consumer an OBCPL is available. (same requirements apply to stating this list is available on your GPL)

Alternative Containers disclosure

informs consumers that they may use alternative containers for direct cremations.

Right of Selection disclosure

informs consumers they have a right to select only the items they want to buy, except for the non-declinable basic services fee.

Do you have to comply with the Rule if a particular consumer buys ONLY goods or ONLY services, but not both?

it doesn't matter what the consumer is *buying*, if you *sell or offer to sell* funeral goods and services, you must comply.

Death Certificate

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

Burial Transit Permit

legal document that is provided by the local registrar after the registration of a DC. (in limited situations, permit may be issued provided there is assurance that a DC will be filed)

Florida Privacy Act

makes it illegal for Florida businesses (except certain entities such as life insurance companies) to *require* that a DC *with* the cause of death listed be given to them by the family to settle an account.

How can a funeral director use the arrangement conference to his advantage?

many times funeral directors will find out many important things about the decedent (and the family) which will help immensely with both enhancing the quality of the service and avoiding mistakes.

Location of the arrangement conference:

most of the time arrangements are made at the funeral home, but may be done at a residence or anywhere the family wants to meet.

Charges for required items 6-16:

must be listed separately with their respective prices. the charge for each item should include all service fees and any equipment or facility charges for providing that particular good or service (*does not include* any portion of the basic services fee in any of these items.)

Must you give someone a GPL as soon as they walk into your business?

no *but you must give it to them before discussing:* -type of funeral or disposition you can arrange -the specific goods/services you offer -prices of your goods/services

What is the required format for a GPL?

printed or typewritten and containing: 1. name, address, phone number of funeral provider's place of business (including each branch). 2. the caption "General Price List". 3. the effective date of the price list.

Funeral Services

services used to care for and prepare bodies for burial, cremation or other final disposition; and services used to arrange, supervise or conduct the funeral ceremony or final disposition of human remains.

If someone uses an insurance assignment to pay for a funeral bill, why may some firms charge them interest?

some firms may charge interest due to the processing time involved, which must be disclosed and factored into the final charges of the contract.

Casket Price List disclosure

tells consumers that a CPL is available. (can either be listed on GPL or as a separate price list)

Funeral Celebrant

term applied to those who conduct funeral services with no organized-religious affiliation and *INSTEAD* focus on a general "spiritual" aspect of personal faith. *(spiritual does not automatically equate to athiesm - non-belief in the possibility of post-mortem life)*

What is the "triggering event" for out a GPL?

the *face-to-face meeting* is the triggering event that requires you to hand the consumer the GPL for their retention. ( a face-to-face meeting can happen anywhere, not just at the funeral home)

Who is vital statistics information provided by?

the *informant*, which initially may be an official providing first call information, or the NOK.

Required pricing on GPL

the Rule requires you to itemize prices for certain goods and services so consumers may choose *only* those elements of a funeral that they want. (each item must be listed individually with corresponding price)

What is the fine for violating the FTC Funeral Rule?

the fine is *$16,000* *per violation*

Arrangement Conference

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

What is unique about required items 1-4? 1. forwarding of remains. 2. receiving remains. 3. direct cremation. 4. immediate burial.

the prices for these *minimal services* must include any fee that you will charge consumers for the basic professional services of the FD/staff.

How long does the physician or medical examiner have to complete and submit the DC in the state of Florida?

they have *72 hours from the time of receiving the DC* *Chapter 382.008.(3)*

What does the basic services fee include?

this fee could include: -a charge for the services you perform in conducting the arrangements conference. -planning the funeral. -securing necessary permits. -preparing notices. -coordinating with cemetery/crematory. -overhead and building maintenance (electric bill).

How can someone use an insurance assignment to pay for a funeral bill?

when a person has a life insurance policy and agrees to transfer the funds to the funeral home to pay the balance- family expects residual amount not used be refunded to them.

Does the Funeral Rule apply to at-need contracts?

yes

Must you comply with the Rule even after the death of the individual who made the pre-need?

yes if survivors inquire about goods/services *after* the pre-planned arrangements, or are required to pay additional sums of money, you must give them all relevant disclosures and price lists.

If a pre-need was originally signed before 1984, but was modified after 1984, does the Rule apply?

yes this *modification triggers* all of the Rule's requirements.

Must you give the GPL to the consumer to keep?

yes you must give it to them *for their retention.* (do not let them hand it back to you)

Does the Funeral Rule apply to pre-need contracts?

yes, *unless* the pre-need was signed *before* the Rule went into effect in *1984.*

Is there a fee for a DC?

yes, it varies by county and is usually listed on the SOGAS as a 3rd party charge.

Can an extension be granted in the case of filing a DC in Florida?

yes, under limited circumstances, the local registrar may grant a *5 day* extension for the registration of a DC.

What makes a firm a "funeral provider"?

you are a funeral provider if *you sell or offer to sell both funeral goods and funeral services* to the public.

What should you do if you have someone answering your phone that may not have knowledge of pricing information, such as a secretary?

you may have an employee answering your phones who can respond to easier questions regarding offerings/prices by referring to printed price lists, but refers more difficult questions to you. (if you are unavailable they *can* take a message)

In pre-need situations, when must you comply with the Rule's requirements?

you must comply at the time the pre-need is being arranged.

Must you send GPL's to callers or in response to mail inquiries about funeral goods and services?

you must give certain information to callers, but you do not have to send callers a GPL, nor do you have to send a GPL in response to a mail inquiry.

If someone phones your place of business and asks about prices or offerings, what does the FTC dictate you must do?

you must give the caller *accurate* pricing information from your GPL, CPL and OBCPL.

Who must you provide a GPL to?

you must provide a GPL to *anyone who asks, in person, about funeral goods, funeral services, or the prices of such goods and/or services.*

Who must you show a CPL, and when should you show them?

you must show a CPL to anyone who *asks in person* about the caskets or alternative containers that you offer, or inquires about their prices. you must *offer* the CPL when you begin discussing caskets or alternative containers, but *before showing* these items.

Who must you show a OBCPL, and when should you show them?

you must show this price list to all persons asking about burial containers or their prices. you must offer this list when you begin to discuss obc's, but *before* showing the containers.

If you use a separate CPL, how should you reference this on your GPL?

your GPL should state the range of prices for the caskets you offer (from highest to lowest) with the following: "a complete price list will be provided at the funeral home."