Exam 3

  1. notification of death call (first call)
    To 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 & for the funeral home to carry out the wishes of the next of kin regarding funeral services & disposition.
  2. How do you make 98% of initial contacts
    are made by telephone; the remainder are made in person.
  3. tone of voice
    be sympathetic yet professional, not overly sad, forlorn, or cheerful. It should have some inflection to avoid sounding monotone or bored.
  4. tone of voice
    use of telephone:
    • 1. answering
    • 2. voice
    • 3. diction
    • 4. pronunciation
    • 5. volume
    • 6. closing
  5. answering
    • when answering the phone give the name of the funeral home & the name of the person answering the phone.
    • avoid good morning/evening-people may find offensive
  6. voice
    • Quality & tone:
    • 1. it should not be overly cheerful
    • 2. it should not be sad or forlorn (depressed)
    • 3. it should have some inflection to avoid sounding monotone or boring
  7. diction
    • 1. your words should be clear & crisp
    • 2. the telephone should not be answered by a person who has food, gum or objects in his/her mouth
  8. pronunciation
    care should be taken to pronounce words correctly
  9. volume
    • the voice should not be loud
    • the voice should not be so quite or soft that the caller has to strain to hear you
  10. closing
    • 1. give the caller the approximate time you will arrive at the place of transfer.
    • * do not say we will be right there
    • * give the time of arrival in min. or clock time (no slang)
    • 2. assure the caller of the continued assistance of the funeral home by inviting them to call back if they have questions or needs
    • 3. permit the caller to close the conversation
    • 4. avoid saying thank you maybe offensive
  11. information to be obtained during the notification of death:
    • obtain only those items of information necessary in making the transfer of remains
    • (not all of the following will be necessary);
    • 1. name of the deceased
    • 2. location of the deceased
    • 3. name & information of next of kin
    • 4. name, number & relationship/authority of person calling-if not NOK (next of kin)
    • 5. name of attending physician
    • 6. has physician/ME/Coroner/JP been notified
    • 7. the age of the deceased
    • 8. method of disposition
    • 9. permission to embalm
  12. following additional information may be neccessary if the transfer of remains is from a hospital, nursing home, or other institituion:
    • 1. name, address, and telephone number of the person's authorizing release to the funeral home
    • 2. name, address and telephone number of the spouse or next of kin
    • 3. time of release
  13. it isn't unusual for a represenative of the family, such as a
    friend, relative, nurse, doctor, clergy, or lawyer to notify the funeral home of a death on behalf of the family.
  14. when a family member is responsible for making the arrangements
    it is important to get the name, address, phone number & relationship
  15. When the first call is from another funeral director:
    • it is evident in these instances that you are dealing with a representative of the family or another funeral director. You need to obtain certain information:
    • Name of deceased
    • location of the deceased
    • name; telephone number, relationship, & authority of the person calling.
    • name & phone number of next of kin
  16. Additional information needed from a tranfer to another funeral home:
    • will body be embalmed?
    • what are transportation arrangements for the deceased?
  17. record of notification of death:
    • all information should be written down accurately (use of printed form is suggested) a copy of the information should be left at the funeral home.
    • "Are there any heads up?"
  18. transfer/removal of remains definition;
    the transfer of the deceased from the place of death to the funeral home.
  19. transfer/removal of remains:
    • 1. transfer vehicle
    • 2. at least 2 staff persons (weight deciding factor)
    • 3. transfer vehicle equipment & accessories
    • 4. specific equipment for infant transfer
    • 5. personal appearance of transfer personnel
  20. transfer vehicle equipment & accessories
    • * sheets/cot cover
    • * pillow/ headblock
    • * rubber or plastic sheeting
    • * towels
    • * zipper bag/dispatch pouch
    • * straps* protective clothing
    • * sanitary items
  21. specific equipment for infant transfer:
    • 1. blanket (baby)
    • 2. basanet or infant carrier
    • 3. small rubber or plastic sheet (if messy)
    • * can hold baby for last hold
  22. a crucial impression of a funeral home & of funeral service
    than the removal, whether responding to a hospital, home or accident scene, the manner & style of transporting a deceased person away from the place of death conveys that crucail impression.
  23. Home removal:
    • a reversion to practice of the early 20th century
    • hospice movement has resulted in more persons dying at home
    • when making a home removal, one funeral director should first go to the door without the cot.
    • they should introduce themselves & ask to be taken to where the deceased is located.
  24. while walking the room, the director should be observing:
    • 1. stairways
    • 2. size of hallways
    • 3. number of turns
    • 4. rugs
    • 5.objects or furniture to be moved
    • 6. doorways
    • 7. position, condition & size of deceased
  25. After the director has seen the deceased, they should
    • advise the family that the cot will be brought in & they may ask any person who is in the way to move to another room
    • if there are objections the funeral director should let them stay
    • any furniture should be moved
  26. permission to embalm (P.T.E)the deceased and the arrangement conference information such as:
    • 1. social security
    • 2. veterans discharge
    • 3. cementary deed
    • 4. insurance forms
    • 5. vital statistics (info. death certificate) 10 day filled
  27. transfer procedures:
    • 1. transfer must be paid promptly
    • 2. transfer vehicles must be driven responsibly
    • 3. arrival at the place of death; one staff member should ascertain that they are in the correct location while the other staff member stays with the vehicle.
    • 4. one member checks location while other stays in vehicle
    • 5. staff member introduces themselves & the assistant & determins the equipment needed
    • 6. determin what furniture must be moved
    • 7. advise family of what's going to happen
  28. transfer of the deceased:
    • 1. protective gear
    • 2. check for dentures & valuables
    • 3. rap body in plastic if needed (do not wrap head)
    • 4. place body in bag if needed
    • 5. place body on cot
    • 6. immediately take cot to the transfer vehicle (advise the family that you are taking their loved one to your vehicle--sometimes the family wants to see the deceased one last time.
    • 7. return anything moved
  29. counsel the family (if present) regarding:
    • 1. permission to embalm (P.T.E.)
    • 2. name of clergy
    • 3. arrangement conference time
    • 4. prepare the family for the various decisions to be made at the conference
    • 5. identify items of information needed at the time of the conference
    • 6. Social Security or veterans information
    • 7. death certificate information
    • 8. clothing (nothing low cut, a larger size) jewlery, photographs
    • 9. insurance info.
  30. items usually included in the arrangement conference:
    • 1. general price list (G.P.L)
    • 2. set the following in consultation with the officiant
    • 1. time of service
    • 2. date of service
    • 3.location of service
    • 3. casket
  31. To remove a body from the grave is called?
    disinter or exhume
  32. What's the name of the machine used to cremate remains?
  33. Aims & Objectives of Funeral Service
    • 1. Leadership ability in professional, civic & community affairs
    • 2. Good moral charachter & integrity
    • 3. Adherence to high ethical standards
    • 4. Interest in continuing Education Process
    • 5. Respect for profession
  34. Foundations of Funeral Service
    • 1. Religious
    • 2. philosophical
    • 3. psychological
    • 4. sociological
  35. Sexton Defined
    "keeper of the cemetary" people who deal with the burials, assigning graves, opening & closing
  36. Undertaker Defined
    "undertook to cure for the dead" orginiated during 18th century; furnished merchandise
  37. Influencing Factors of Funeral Service
    • Psychological
    • religious
    • fraternal
    • social
    • economic
    • racial
  38. Funeral Service Organizations
    • NFDA (National Funeral Director Association)
    • NFDMA (National Funeral Director Mortician Association)
  39. NFDA
    • (National Funeral Director Association)
    • founded in 1882; principle interest group for all funeral service personnel; largest funeral service organization in the US that is non-profit, nonpartisan & has a wide range of benefits for it's memebers.
  40. NFDMA
    • (National Funeral Director Mortician Association)
    • the African American organization which was established in 1924 & headquartered in Brooklyn, NY
Card Set
Exam 3