Funeral Directing and Funeral Service Management Questions with complete solutions

Funeral Directing and Funeral Service Management Questions with complete solutions First Call 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. What does the funeral begin with? First Call 98 percent of initial contacts are made by what? While the rest are made in person. By telephone. salutation a gesture or utterance made as a greeting or acknowledgment of another's arrival or departure. Tone of voice The funeral director's "______" should be sympathetic yet professional, not overly sad, forlorn, or cheerful. It should have some inflection to avoid sounding monotonous or bored. phone image It is just as important to project a professional, sensitive and empathetic over the ________as it is in person. Notification Form The first call or __________will assist you in asking the necessary questions and allows you to have a written record of the call. The following information is needed: 1. Name of deceased 2. Location 3. Name of caller (relationship to deceased) 4. Phone number of caller 5. Name of next of kin (of deceased if not caller) 6. Phone number of next of kin 7. Name of attending physician 7A. Has the physician or medical examiner been notified ? __Yes__No 8. Age of deceased 9. Permission to embalm obtained?___Yes___No Should you ask the age of the deceased? No to avoid any misunderstanding. Release Most hospitals will not allow the funeral home to transfer the deceased with a release of deceased form. If the family did not sign one at the health care facility, the funeral director may have to take one to the family to sign before the removal is made. Concluding the Call 1. Review all information received for accuracy and Completeness 2. Inform the caller of items he should bring to the arrangement conference if he will not be talking with you again before that time. Items that are typically needed are clothing, photo,military discharge paper and social security number , cemetery deed life insurance policy if it is being used to pay for the funeral You can also get the information from the family at removal Transfer/Removal of remains The transfer of the deceased from the place of death to the funeral home The decision on which vechile to use is determine by such factors as Age of Deceased and Location of deceased When is the hearse use? To transport the casket unless special case or situation For a adult removal what type of equipment is use? A cot and flexible stretcher Infant Removal During an infant removal, the director may prefer to use a bassinet to carry the infant, and the infant should be covered with a baby blanket. Directors Attire during Removal? No matter which style is used, clothing should be neat, clean and conform to local customs. Why always send 2 people on a home removal? The excess weight of the deceased. What should you do upon arrival at the house before a removal? The funeral director should first go to the door without the cot. The director should introduce him/herself and ask to be taken to where the deceased located. Observing stairways, size of hallways,number of turns,throw rugs, objects or furniture that will need to be moved, doorways and the position,condition and size of the deceased Information needed at arrangement conference Social Security Number,veteran's discharge papers, cemetery deed and insurance forms. What other vital information you can ask for during an removal? A recent photo,clothing the deceased will wear and the permission to embalm Institutional Removals If the removal is being made from a hospital, nursing home, or hospice, there is usually a designated location to park. Procedures during a institutional removals? Each facility has it's own procedure to follow which usually includes signing a form that indicating you are taking possession of the deceased, signing a receipt for any belongingings received, and if necessary, the director must present a signed body released and her funeral directors license were required. Arrangement Conference The meeting between the funeral director and the silent family during which the funeral arrangements The first person to here the death story and observe the acute grief in the family Funeral Director Location of Arrangements Can be made in funeral home if another location a laptop computer or catalogs will be necessary to display the merchandise options Style of Arrangement offices A small conference room or a dining room in a home Additional information on arrangements A table with chairs can provide a comfortable non-intimidating seating arrangement.It allows the funeral director a space on without a formal businesslike atmosphere that seats the funeral director behind a dezk. What should you not do during the 1st 15 minutes of a arrangement conference Avoid reaching for the pen 80 percent of funeral homes are still using this method from the 1950s? Some funeral directors get down to business with a statement such as I'll need to ask you a series of questions that will give me the information necessary for our records and the death certificate or order taking model The new method from order-taking model? More personalized questions asking about the deceased to make the funeral director seem more relatable and understanding to the family Keep arranging funeral directors fresh and prepared for the conference by not scheduling too many conference arrangements per day. Just a fact need to know Where to meet families? At the door or even in the parking lot Non-traditional Religious orientated but follows a more modern interpretation including favorite music,poems and readings Memorial service A service without a body present usually held weeks or days after the disposition Humanistic Service A service devoid of religion Death Notice A classified notice publicizing the death of a person, listing survivors and giving those details of the funeral service that the survivors wish to have publish this cost money and obituary for free Obituary An announcement of Death that has a biographical sketch of the person's life listing occupation organizations and notable information sometimes with a photograph normally free Purposes of the death certificate Show cause of death for medical or actuarial research Is the legal permanent record of Death is a permanent statistical record of the deceased assists with settling estate legal affairs Death Certificate Legal document containing vital statistics, disposition information, and final medical information pertaining to cause ofdeath The vital statistics information is supplied by an informamt One who supplies the information concerning the deceased Funeral Director's/Embalmers Information Data pertaining to place of Death, the date and Location of the dispostion Registrars Information Official signature and data of the legal government agency Burial,Cremation, or Transit/Disposition Permit The legal document issued by the proper government agency authorizing transportation and or disposition of human remains. Burial,Cremation or Transit Permit/Disposition Permit Is issued upon filing of the complete death certificate with proper agency is the legal permit that allows the funeral director to transport and or dispose of a dead human is the legal record that final disposition has occurred and in some instances a release from the coroner or medical examiner may be requires Financial institution loan Some funeral homes have an arrangement with a bank or lending company to issue loans to the families for the payment of the funeral. It is necessary for the institution to do a credit check on the borrower. The check can usually be competed in a day. Estate is settle This used to be the most common method of payment Hoever no longer the case. The settling of estates has become sometimes a long and legally complicated affair. It is not unusual for a funeral home to wait 6 months or longer for a estate to settle this is not a preferable payment method How to make great first impressions? Empathy,patience and kindness Visitation A scheduled time when the deceased is presented for viewing in a casket so the family and friends may come close together in an environment of mutual support to pay their last respects bit the deceased. Evolution of visitation Where families once received friends and families from 2-5pm and 7-10pm for 3 days, now the average visitation is 2-4 and 7-9pm for one day in some instance it's 2 hours directly before the funeral Evolution of open casket visitation The once almost national custom of everyone having an open casket visitation with no casketed remains present instead and run or sometimes just a memory table with a photo of the deceased may be present