Exam 3

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.

are made by telephone; the remainder are made in person.

be sympathetic yet professional, not overly sad, forlorn, or cheerful. It should have some inflection to avoid sounding monotone or bored.

• 1. answering
• 2. voice
• 3. diction
• 4. pronunciation
• 5. volume
• 6. closing

• 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

• 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

• 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

care should be taken to pronounce words correctly

• the voice should not be loud
• the voice should not be so quite or soft that the caller has to strain to hear you

• 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

• 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

• 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

friend, relative, nurse, doctor, clergy, or lawyer to notify the funeral home of a death on behalf of the family.

it is important to get the name, address, phone number & relationship

• 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

• will body be embalmed?
• what are transportation arrangements for the deceased?

• 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?"

the transfer of the deceased from the place of death to the funeral home.

• 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

• * sheets/cot cover
• * pillow/ headblock
• * rubber or plastic sheeting
• * towels
• * zipper bag/dispatch pouch
• * straps* protective clothing
• * sanitary items

• 1. blanket (baby)
• 2. basanet or infant carrier
• 3. small rubber or plastic sheet (if messy)
• * can hold baby for last hold

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.

• 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.

• 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

• 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

• 1. social security
• 2. veterans discharge
• 3. cementary deed
• 4. insurance forms
• 5. vital statistics (info. death certificate) 10 day filled

• 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

• 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

• 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.

• 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

disinter or exhume

Retort

• 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

• 1. Religious
• 2. philosophical
• 3. psychological
• 4. sociological

"keeper of the cemetary" people who deal with the burials, assigning graves, opening & closing

"undertook to cure for the dead" orginiated during 18th century; furnished merchandise

• Psychological
• religious
• fraternal
• social
• economic
• racial

• NFDA (National Funeral Director Association)
• NFDMA (National Funeral Director Mortician Association)

• (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.

• (National Funeral Director Mortician Association)
• the African American organization which was established in 1924 & headquartered in Brooklyn, NY