First Call

If the caller is someone other than NOK:

It is important to always clarify with next of the permission to speak with the requested person.

Phone Image

It is just important to project a professional, sensitive, and empathetic image over the phone as it is in person. You want the caller to feel secure and comforted. The beginning of a relationship of trust starts with the image you project during the telephone call.

Release:

Most hospitals will not allow the funeral home to transfer the deceased without a signed "release of deceased" form. If family did not sign at health care facility F.D. may have to get family to sign before removal is made.

"Good funeral services begin at this first step..."

No matter who the caller is speaking with, whether it is an answering service, secretary, non-licensed attendant, or the funeral director. The caller is deciding in the first couple of minutes how compassionate and professional the staff is and if this is the type of firm with which he or she wants to do business with. "You never get a second chance to make a first impression."

Record of First Call

One copy should taken by the person making the removal. and One copy should remain at the funeral home

Funeral begins with...

The "call" to the funeral home.

Organ and Tissue Donation:

The Routine Referral Act requires that hospitals contact the local organ procurement organization (OPO) and tissue and eye bank about each death, or pending death, that occurs in the hospital. If the person is eligible for donation the OPO must offer the family the opportunity to donate. - OPO has the authority to place a hold on the release of the deceased until family has been contacted.

Age of the Deceased:

The age should be asked to avoid any misunderstanding. "My baby died" - it was a grown man

Tone of Voice

The funeral directors tone of voice should be sympathetic yet professional, not overly sad, foriorn, or cheerful. It should have some reflection to avoid sounding monotonous or bored.

Permission to Embalm:

The law requires that permission to embalm must be received before embalming can begin. This is often done during the first call. "Do we have your permission to embalm?"

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. - Avoid using "good morning" and "good evening". Some people feel this is out of place when a loved one may have just died.

First Call

The request for a funeral home to transfer a deceased from the place of death to the funeral home; the funeral home's initial contact regarding a death.

Speed of Questions and Pronunciation

The speed of the funeral directors conversation should be slightly slower than that of a normal telephone conversation.

Diction

The voice should be clear and crisp. The telephone should not be answered of the person is eating, drinking, or chewing gum.

Volume

The voice should not be loud that it is offensive or disturbing to the caller, yet it is should not be so quiet or soft that the caller has to strain to hear or frequently ask the funeral director to repeat himself.

Suggestion:

(1) Wait for the caller to hang up first (2) Funeral Director or staff always leave the cemetery last.

Information Needed From Caller:

- Name of the deceased - Location of the deceased - Age of the deceased - Physical description (height, weight, etc.) - Caller's name, telephone number, and relationship to the deceased - Name of next of kin (if not caller) - Phone number of next of kin - Name of attending physician - Has physician or coroner/medical examiner been notified? - Method of disposition (permission to embalm?) - Is family/institution ready for funeral home personnel to arrive? - Directions (if needed)

Concluding the Call

- Review information - Confirm the arrangement conference time and place. - Give approximate time of arrival for the transfer (minutes or clock time). - Assure the caller of the continued assistance of the funeral home. - Avoid saying "Thank you"(Why?)

Telephone & FTC Funeral Rule

- You must give information about prices and services to callers. - Permission to embalm - Express permission - Do not misrepresent when embalming is required. - If unable to contact appropriate person... - Exhaust all means possible. - If refrigeration is available, take more steps & time to contact person.

Additional Information if Institutional Death:

1. Name and contact information of spouse/NOK 2. Time of release 3. Availability of refrigeration 4. Entrance/procedure to follow for making removal

Objectives of the First Call

1.Provide the initial contact between the family and the funeral home, including permission to remove and embalm the remains. 2.Obtain information necessary for the funeral home to begin providing services to the family. 3.Provide the family with information they need to prepare for the arrangement conference.

The First Call

98% of initial contacts are made by telephone. The remainder are made by Walk-ins. No two first calls are the same. Can be made before or after a death

Scheduling and Preparing for the Arrangement Conference

After obtaining the primary information, you may then make an appointment for the arrangement conference Establish time, place, and date Inform caller of items/information to bring to conference, such as: - Recent photograph - Clothing - Military discharge papers (DD214) - Social Security number - Date and place of birth - Parents' names, including mother's maiden name - Date of marriage - Deceased's occupation and other community/religious activities for obituary - Cemetery information (if not already obtained) - Name and phone number of clergy