Mortuary Admin Exam 1 Flashcards
1
Q
Introduction
A
- At Need funeral procedures
- Notification of Death
- Transfer of remains
- Arrangement conference
2
Q
Notification of Death
A
- “First Call”
- 98% are by telephone
- 2% are in person
- Importance of telephone etiquette
3
Q
Answering the Telephone
A
- Salutation should be
- Name of funeral home and your name
- Example: “Wright Funeral Home, Jim Wright speaking”
- Avoid “good morning”, “good afternoon”, and “good evening”
- Follow funeral home policy
- “May I help you?”
4
Q
Voice: Quality and Tone
A
- Not overly cheerful
- Not sad or forlorn
- Avoid sounding monotone, bored, or impatient
5
Q
Voice: Diction
A
- Speak clearly and crisply
- Enunciate (pronounce)
- No food, gum, or candy in mouth
- Eating or drinking creates poor diction
6
Q
Voice:Pronunciation
A
- Speak at moderate pace
- Pronounce words correctly
- Especially when firm uses multiple names
- “Gantner- Maison- Domergue- H.F. Suhr Co.- Carew & English Funeral Home”
7
Q
Voice: Volume and Pitch
A
- Not loud that it is offensive
- Not so quiet the caller has to strain to hear
- Minimize background noise
- Background noise distracts caller and employee
8
Q
Closing the Call
A
- State approximate arrival time
- Avoid “We will be right there!”
- Assure caller of continuing assistance
- Encourage calls for any questions or concerns
- “Permit caller to end conversation”
- Avoid saying “thank you”
9
Q
Obtaining Information
A
- Only basic information
- Needed to transfer remains to funeral home
- Depends on location of body
- Circumstances of death
10
Q
Death at a Private Residence
A
- Name and age of decedent
- Date and time of death (if known)
- Address and location of residence (Directions if necessary)
- Residence telephone number
- Name, relationship, and telephone number of caller
- Presence of law enforcement personnel
- Has physician, medical examiner, or coroner been notified?
- Has body been “released”?
11
Q
Medical Examiner
A
- Forensically trained physician
- M.D. or D.O.
- Investigates questionable or unattended deaths
- Appointed
12
Q
Coroner (Justice of Peace)
A
- Public officer
- Investigates questionable or unattended deaths
- Elected
- Often funeral director
13
Q
Death at a Private residence
A
- Permission to embalm
- From individual with right of final disposition
- Is family ready for funeral home personnel to arrive?
14
Q
Death at an Institution
A
- Hospital, nursing home, or hospice
- Name/ address of the institution
- Name and birth date of decedent
- Date, time, and place of death
- Caller’s name, title, and phone number
- Name, address, & phone no.- attending physician
15
Q
Important Questions
A
- Autopsy?
- Release of remains?
- Time?
- Availability of refrigeration?
- Entrance to institution?
- Personnel to contact?
- Removal procedures?
16
Q
Death at an Institution
A
- Name of spouse
- Next-of-kin
- Relationship to decedent
- Address
- Telephone number
17
Q
Record of Death Notification
A
- Accurate, complete, and legible
- “First Call Form” is recommended
- First Call Form:
- Original remains at funeral home
- Photocopy with transfer personnel
- Date, time, and name of person taking call
18
Q
Transfer of Remains
A
- Moving the dead human body from the place of death to the funeral home or other designated place
- Removal
19
Q
Transfer Vehicle
A
- Automobile generally used for transporting the uncasketed dead human body from the place of death to the funeral home
- FIRST CALL CAR
20
Q
Types of Vehicle
A
- Available livery
- Location and age of decedent
- Local customs
- Funeral home policy
21
Q
Casket Coach
A
- Recognition and “advertising”
- Name plates
- Professional
22
Q
Station wagon, van, or suburban
A
- Private”
- Not as obvious
- Viewed as less personal
23
Q
Transfer Personnel
A
- How many staff members?
- Licensed or unlicensed personnel?
- Depends on state laws
- Funeral home policy
- Minimum of two for home removals
- Special circumstances may require additional personnel
- “Floater”, obese, auto accident, ect.
- One to two for institutional setting
24
Q
Transfer Equipment & Accessories
A
- COT
- “ONE-MAN” mortuary cot
- Collapsible or flexible stretcher
- “Smooth mover”
- Other assistance devices
- Cloth or leather straps
- Sheets (cloth and plastic)
- Cot cover
- Pillow and head block
- Body bag
- Disaster pouch (Vinyl, Zippered, Leak-proof)
- Personal Protective Equipment (Gloves, masks, sleeve covers, aprons, eye protection)
- Mentholatum or Vicks ointment (Masking odors)
- Sanitary accessories (towel, disinfectants, deodorizers, cleaning supplies, plastic bags)
25
Q
Cot
A
- Portable stretcher
- Used in ambulance or transfer vehicle
- For moving the sick, injured, or deceased
26
Q
Infant Transfer Equipment
A
- Baby blanket
- Bassinet
- Infant carrier
- Small rubber or plastic sheet
27
Q
All transfer equipment and accessories should be?
A
- Neat
- Clean
- Proper working condition
28
Q
Personal Appearance of Transfer Personnel
A
- Clean and neat
- Conservative attire is best
- Conformity with local customs and traditions
- Rural vs. Urban location
- Shirt and slacks vs. suit and tie
29
Q
Transfer from Residence
A
- Funeral director goes to the door
- Other stays with transfer vehicle
- Varies with local customs and/or funeral home policy
- Funeral director introduces self
- Visits with the family
- Views specific location of decedent
- Determines equipment needs
- Moving furniture
- Explain all transfer procedures to the family
- Some watch and assist or wait in another room
- Follow funeral home policy
- Consider local customs
- Bring cot and equipment into the residence
- Be careful not to dirty carpet, scratch walls, doorways, ect.
- Use PPE’s
- Practice UNIVERSAL PRECAUTIONS
- Place ID on remains
- Check for dentures and valuables
- Wrap body in a sheet
- Use assistance devices
- Move body to cot
- LIFT WITH LEGS!!!
- Keep back straight and upright
- Secure safety straps
- Position head, body and cover with cot cover
- Straighten and tidy room
- Move cot to transfer vehicle
- Return moved furniture back to original position
30
Q
Funeral director talks to family before departing
A
- Confirm written permission to embalm with person with right of disposition- spouse or next of kin
- Name of clergy person
- Time for arrangement conference
- Items to bring to funeral home
31
Q
Items needed for arrangement conference
A
- Social security number
- Veterans information (DD-214 Service Record)
- Vital statistics information
- Parent’s names; place of birth; survivors; social organizations
- Clothing, undergarments, jewelry
- Recent photograph
- Insurance information
- Cemetery information and deed
32
Q
Why a licensed funeral director is required for transfer/removal at residence
A
- For any discussions about prices
- Professional services and/ or merchandise
- Give GENERAL PRICE LIS (GPL)
- Required by FTC FUNERAL RULE
- Triggering event
33
Q
Transfer from Institution
A
- Similar procedures
- One or two staff members
- Verify identity of decedent by bracelet or institution personnel
- Get copy of admission sheet, if possible
- Family may be present
- Follow institutional procedures
34
Q
Arrangement Conference
A
• The meeting between the funeral director and client family during which funeral arrangements are discussed and finalized
35
Q
Arrangement conference includes
A
- Family
- Clergy
- Funeral director
36
Q
Funeral director coordinates
A
- Family’s wishes
- Religious traditions
- Legal requirements
- Local customs
37
Q
Arrangement Conference Processes
A
- Distribution of price lists
- Method of final disposition
- Funeral details and special requests
- Selection of merchandise
- Financial arrangements
- Completion of paperwork
38
Q
Distribution of Price Lists
A
- Federal Trade Commission’s Funeral Rule
- “Triggering event”
- General Price Lists
- Casket Price List
- Outer Burial Container Price List
39
Q
General Price Lists (GPL)
A
- Lists fees for professional services
- Prices for funeral merchandise
- Must be given to family for their retention
- Before discussing any prices
- Sign form stating receipt of GPL
- Includes the following packaged item:
- Receiving remains
- Forwarding remains
- Direct Cremation
- Immediate Burial
- Note:
- No packaged item is required for body donation
40
Q
Casket Price List
A
- Prices and descriptions
- All caskets and alternative containers
- Available for sale at the funeral home
- Distributed prior to discussing casket prices
- Funeral home may retain
41
Q
Outer Burial Container Price List
A
- Prices and descriptions
- All outer burial containers
- Vaults and grave liners
- Distributed prior to discussing prices
- Funeral home may retain
42
Q
Method of Final Disposition
A
- Burial
- Entombment
- Cremation
- Donation (anatomical donation)
- Disposition or burial at sea
43
Q
Specific location of final disposition
A
- Cemetery
- Mausoleum
- Crematory
- Medical school/medical facility
- Waterway (as allowed by law)
44
Q
Opening and Closing charges
A
- Verify current charges
- Extra charges for weekends or holidays
- Outer burial container requirements
45
Q
Types of Available Services
A
- Funeral service
- Memorial service
- Immediate or direct disposition
- Graveside
- Cremation
46
Q
Funeral Service
A
- Rites held at the time of disposition of human remains with the body present
- Traditional
- Adaptive or non-traditional
- Contemporary
- Humanistic
47
Q
Traditional Funeral Rite
A
- Embalming
- Viewing/ visitation
- Funeral service
- Procession
- Committal service
- Final disposition
48
Q
Adaptive Funeral Rite
A
- Funeral rite that is adjusted to needs and wants of those directly involved
- One which has been altered to suit the trends of the times
- NON-TRADITIONAL
49
Q
Contemporary Funeral Rite
A
• Funeral observances that reflect present day (modern) influences in lieu of (or in addition to or as part of) traditional ceremonies
50
Q
Humanistic Funeral Rite
A
- Funeral rite that is in essence devoid of or no religious connotation
- No mention of a god, deity, or higher power
- No scripture readings or hymns
51
Q
Memorial Service
A
- Funeral rites with the body not present
- MEMORIAL GATHERING
- Scheduled assembly of family and friends following a death
52
Q
Immediate or Direct Disposition
A
- Immediate burial
- Direct cremation
- Immediate entombment
53
Q
Immediate Burial
A
- Occurs as soon as possible after death
* Typically no embalming or other preparation of remains
54
Q
Direct Cremation
A
- Occurs as soon as possible after death
* Typically no embalming or other preparation of remains
55
Q
Immediate Entombment
A
- Occurs as soon as possible after death
- Typically no embalming or other preparation of remains
- Usually requires sealing/ protective casket
- Contain body fluids and odors
56
Q
Graveside
A
- Brief service held only at the graveside
* Typically with minimal or no viewing of the body prior to the service
57
Q
Cremation
A
- Reduction of a dead human body to inorganic bone fragments by intense heat in a specially designed retort or chamber
- Simply a method of final disposition
- Can use after any type of funeral service
58
Q
No matter what type of service selected it is important to determine and set
A
Date, time, and location of the service
59
Q
Consult and finalize details with
A
- Clergy
- Officiant
- Cemetery personnel
- Other participants
- Musicians
- Pallbearers
- Fraternal Organizations
60
Q
Casket Bearer Information
A
- Active casket bearers
- Minimum of six
- Honorary casket bearers
- If family cannot list casket bearers
- Ask to provide information when available
61
Q
Additional Funeral Details
A
- Any special requests
- Items at visitation or service
- Speakers
- Readings
- Music
- Fraternal or military ceremonies
62
Q
Selection of Merchandise
A
- Caskets and alternative containers
- Outer burial containers
- Urns
- Clothing
- Sundry items:
- Register book, service folders, prayer cards, acknowledgment cards
63
Q
Flowers
A
- Purchased by the family
- Or by the funeral home (cash advance)
- Funeral home florist
- Or family’s choice
64
Q
Types of Floral Arrangements
A
- Casket spray
- Family or end pieces
- Special floral arrangements
- Corsage, boutonniere, wreath, ect.
65
Q
Financial Arrangements
A
- Explain expenses and charges for professional fees
- Funeral service and related merchandise
- Includes sales tax for merchandise items
66
Q
Non-Declinable Charges
A
- Fee for “Basic Services of the Funeral Director and Staff” which consumers must pay as a condition of receiving funeral services
- Includes basic services and overhead
- Not itemized elsewhere on the GPL
67
Q
Declinable Charges
A
- All other fees which consumers may decline and still receive funeral services
- All declinable charges are ITEMIZED on the GPL
68
Q
Cash Advances
A
• Any item of service or merchandise described to a purchaser as a “cash advance,” “accommodation,” “cash disbursement,” or similar term
69
Q
Cash advance includes fees for
A
- Cemetery or crematory services
- Casket bearers
- Public transportation
- Police escort services
- Clergy honoraria
- Musicians or singers
- Flowers
- Obituary notices
- Gratuities
- Death certificates
70
Q
Methods of Payment
A
- Immediate or delayed
- Final payment due date
- Interest charges
- Cash, check, or credit card
71
Q
Insurance assignment
A
• Assigning payment of life insurance or other death benefits directly to the funeral home for payment of the funeral bill
72
Q
Legal Forms and Paperwork
A
- Accuracy important
- Most forms are legal documents that are necessary for life insurance and numerous other death-related purposes
- Life insurance
- Financial matters
- Estate concerns
73
Q
Forms and Paper work should be
A
- Legibility important
- All forms should be typed
- Typing required for most forms
- Signatures on all forms should be in BLACK INK
- Texas law allows blue ink for death certificates
74
Q
Death Certificate
A
• A legal document containing vital statistics, disposition, and final medical information pertaining to the deceased
75
Q
Vital Statistics
A
- The collection, tabulation, and interpretation of data concerning birth, marriage, divorce, sickness, and death
- Provided by the Informant
76
Q
Informant
A
- One who supplies the vital statistics information concerning the deceased
- Typically the spouse or next-of-kin
- Any individual with required information
77
Q
Vital Statistics Information
A
- Full Name
- Birth date
- Location
- Parents (mother’s maiden)
- Home address
- Marital status
- Spouse (maiden)
- Occupation
- Veteran status
- Ethnic background
78
Q
Medical Certification
A
- Cause of death
- Manner of death
- By proper authority
- Medical Doctor (MD)
- Doctor of Osteopathy (DO)
- Medical Examiner (ME)
- Coroner
- Justice of the Peace (JP)
- County Judge (Texas)
79
Q
Medical Certification
A
- Based on cause of death
- Circumstances surrounding the death
- Jurisdiction where death occurred
80
Q
Funeral Director Information
A
- Name and address of funeral home
- Funeral director’s signature
- Licensee’s and/or firm’s number
- Method, date, and place of final disposition
- Some states require embalmer’s information (Missouri)
81
Q
Registrar’s Information
A
- State or local registrar of vital records
- Registration district in which death occurred or body was found (Texas)
- Filed by 10th day after date of death (Texas)
- Fetal Death is 5 days from date of death (Texas)
