Mortuary Administration Flashcards

1
Q

*Form SSA-721

A

“Statement of Death by Funeral Director” Completion is voluntary. Courtesy to the family. Ensures payment of survivor’s benefits. Prevents payment of monthly benefit to decedent. Returns next benefits check

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2
Q

 Statute of limitation of SSA-721:

A

two (2) years from date of death.

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3
Q

Veterans Administration (VA)Available benefits:

A

 U. S. Flag Headstone or grave marker Burial allowance Presidential memorial certificate Burial in a national cemetery

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4
Q

*VA Form 21-2008

A

“Application for United States Flag for Burial Purposes”

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5
Q

where can you get a United States Flag for Burial Purposes?

A

 Issued a U. S. Postal Service Offices National Cemetery Office VA Regional Office

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6
Q

What is the statute of limitation for application for a United States Flag for Burial Purposes?

A

none

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7
Q

• VA Form 40-1330

A

“Application for Standard Government Headstone Grave Marker”

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8
Q

What is the statute of limitation for application for standard government headstone or marker?

A

none

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9
Q

When is the application for headstone not required?

A

when burial is in National Cemetery

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10
Q

statute of limitations for burial allowance

A

2 years from date of death

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11
Q

VA Form 21-530

A

Application for Burial Benefits

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12
Q

Cemetery created and maintained under an Act of Congress for the burial of veterans of military service and their eligible family members.

A

National Cemetery

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13
Q

eligibility requirements for burial in National Cemetery

A

 Active duty in United States Armed Forces. From date of induction until discharged. After September 1980, must serve minimum of 24 months of active duty. For National Guard and Reserves. Retirement after 20 years creditable service. Or active duty at time of death. “Discharged under conditions other than dishonorable.” Verified by obtaining copy of veteran’s service record. *VA Form DD-214 or discharge papers.

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14
Q

other persons eligible for burial in a National Cemetery

A

Spouse Children under 23. Grown and dependent children.

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15
Q

Jurisdiction of Department of the Army

A

Arlington National Cemetery

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16
Q

Classified (paid) notice publicizing death of a person. Gives details of funeral service.

A

death notice

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17
Q

Obituary information

A

 Vital statistics information (date and place of birth, date and place of death, age). Family and survivors Biographical information (residence, education, employment.) Organizations/Military Photograph Date, time, and location for visitation, services, and interment. Special requests. Memorial contributions and donations.

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18
Q

News item concerning death of a person. Brief biographical sketch. Fee depends on newspaper policy.

A

obituary

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19
Q

FTC Funeral Rule requirements

A

Itemization of selected goods and services Includes cash advance items. Signed by family member and funeral director. Present copy to family member.

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20
Q

the individual with paramount right of disposition. (Spouse or Next of kin) should read and sign all

A

Authorizations, Release forms, and Disclosures

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21
Q

Before family leaves the funeral director should…

A

Verify date, time, and location for all aspects of arrangements. Especially time for family viewing. And most importantly…. Assure them of your continuing assistance.

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22
Q

SSA BENEFITS

A

 $255 lump sum death benefit. Monthly benefits.For eligible survivors/dependents.

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23
Q

Completion of SSA - 721:

A

Decedent’s information. Name, Social Security number, date of death, date of birth, and gender. Survivor’s information (widow or widower). Name, address, and telephone number. Funeral director or firm. Name, address, telephone number, and signature.

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24
Q

Filing SSA-721:

A

Mailed or faxed to Social Security Administration.Statute of limitation: two (2) years from date of death.Survivors still need to apply for benefits.Contact local Social Security office.

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25
Q

Obtaining SSA 721:

A

Available at local SSA office.Information form attached.Give to family.Funeral home computer software.Texas Electronic Registrar

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26
Q

At need funeral procedures

A

Notification of death Transfer of remains Arrangement conference (including forms) Outline Section I, A-C

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27
Q

Provided to any family member. Send request to the VA. Statute of limitation: none.

A

Presidential Memorial Certificate

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28
Q

*VA Form DD-214

A

discharge papers.

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29
Q

Time set aside for relatives and friends to pay their respects for the deceased prior to the funeral or memorial service Calling hours Visiting hours Wake

A

VISITATION

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30
Q

After embalming and disinfection Dressing Cosmetizing Casketing

A

PREPARATION OF REMAINS

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31
Q

Clergy record

A

: form designed to provide pertinent information about decedent and immediate survivors for use by clergy at the funeral or memorial service.

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32
Q

 Foot end of casket when draped Folded and placed in cap Draped over closed casket Blue field over left shoulder Pressed prior to use No flowers or other items should ever be placed on top of the flag.

A

Placement of the U. S. Flag:

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33
Q

Book signed by those attending a visitation and/or service. Memorial book Complete statistical data and service information Typed, printed with calligraphy, or computer generated Ensure enough pages for signatures Place in visitation room prior to family coming in

A

register book

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34
Q

Remember: Nothing should separate the funeral coach and

A

the family

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35
Q

Order of vehicles

A

Lead car / Clergy / Casket bearers / Casket coach / Family /Other mourners

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36
Q

Funeral arrangements made in advance of need

A

pre-need

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37
Q

No provisions for funding or prepayment

A

pre-planned

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38
Q

Includes provisions for funding and payment

A

pre-funded

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39
Q

reasons for preneed

A

 Make individual wishes known to family. Make intelligent and informed decisions with less emotion. Relieve survivors of financial burden. Reduce personal assets for Medicaid eligibility. “Spend-down.” Includes pre-funded arrangements. Exempt from personal assets.

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40
Q

types of pre-need contracts

A

 Revocable  Irrevocable  Guaranteed  Non-guaranteed

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41
Q

Contract which may be terminated by purchaser at any time prior to death of the beneficiary with a refund of monies paid on the contract as prescribed by state law.

A

revocable contract

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42
Q

contract which cannot be terminated or canceled prior to death of the beneficiary

A

irrevocable contract

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43
Q

Funeral home guarantees that services and merchandise will be provided at need for an amount not exceeding original contract amount plus any accruals (interest).Regardless of cost of providing services and merchandise upon death

A

guaranteed contract

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44
Q

Funeral home only agrees that amount prepaid plus any accruals (interest) will be credited to balance due. Funeral price will be whatever current price is for service and merchandise at time of death

A

non-guaranteed contract

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45
Q

locations where pre-need can be done

A

Home / Funeral home / other location

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46
Q

State and federal regulationsLicensing laws for pre-need

A

 Funeral service licensee Licensed insurance agent

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47
Q

Federal trade commission (FTC) funeral rules.

A

 Presentation of price lists Permission to embalm Mandatory disclosures

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48
Q

Alteration of pre-funded contracts

A
  1. Minor changes in merchandise or services / No effect on guaranteed contract price.2. Major changes - Void a guaranteed contract 3. Unavailability of services or merchandise. / Most allow substitution of similar or higher quality service or merchandise.
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49
Q

Wishes of decedent vs. wishes of funeral planner

A

 Legal effect of pre-funded contract once death has occurred. Most states allow spouse or next-of-kin to change or cancel pre-funded contract and purchase merchandise and service of their choice.Disagreement among family members.Case may go to court.Judge will consider wishes of decedent.Effect on surviving family member.Right to right and duty of final disposition.Most survivors will honor wishes of decedent.Not legally bound in all states.

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50
Q

Parents of a mentally impaired adult child make pre-funded arrangements for a traditional funeral service.Contract beneficiary is the mentally impaired adultWhat will happen to this contract at time of death?

A

Contract will be honored, although contract was made by the child’s parents.They are not the direct contract beneficiary upon the child’s death.

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51
Q

Types of funding

A

 Trust account  Insurance  Savings/passbook accounts

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52
Q

Account established by one individual to be held for the benefit of another. This creates a fiduciary responsibilityAs a method of payment of funeral expenses, money paid to a funeral home for future services is placed in an account with the funeral home as trustee for the benefit of another.

A

trust account

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53
Q

Separate account for each pre-funded funeral arrangement.

A

Individual trust accounts

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54
Q

Monies for all pre-funded arrangements placed in one account. Individual record for each account. Provides higher return on investment (interest) as allowed by law

A

master trust accounts

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55
Q

Similar to purchasing automobile or life insurance policyPolicy can be paid in full or monthly premiums may be allowed until the contract price is paid in full

A

insurance policy

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56
Q

Similar to a trust account.Monies from all pre-funded arrangements placed in one account.Account draws interest.Interest pays inflationary increases in funeral prices.

A

Savings/passbook accounts

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57
Q

reduction of a dead human body to inorganic bone fragments by intense heat in a specially designed retort or chamber.

A

cremation

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58
Q

furnace or retort for cremating dead human bodies. Building that houses a retort

A

Crematory

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59
Q

Latin for crematory

A

Crematorium

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60
Q

burning chamber in a crematory

A

Retort

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61
Q

National average of cremation is about (what percentage) Increases each year. The highest rate is in

A

30%coastal states and Florida

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62
Q

Reason for growth for cremation

A

 Public acceptance. Higher level of education Relocation of elderly to “sunbelt” states. Immigrants who prefer cremation.

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63
Q

considerations for cremation

A

– Removal of medical device - Explode and destroy the retort (Electronic pacemaker / radioactive implants)–Positive identification of remains - by family member–Sign affidavit - Prior to transporting to crematory–Adhere to family wishes–Items to be removed or cremate( Sign form listing items)–Adhere to state and local laws–use of Cremation container—Co-mingling remains—Disposition of cremains

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64
Q

cremation forms

A

–Authorization and release forms(Signed by person with right and duty of disposition) The form informs family of cremation process and protects funeral home and crematory√File death certificate√Secure forms required by state law Cremation permit / Disposition permitTEXAS requires – death certificate, burial transmit permit, cremation authorization form

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65
Q

when transporting decedent to crematory what are the acceptable forms of containers

A

a casket or alternative container (fiberboard, wood, etc.) Anything that is “environmentally safe and friendly” and “crematory safe and friendly”

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66
Q

act of placing cremains in an urn

A

inurnment

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67
Q

According to CANA (Cremation Association of North America) the definition of inurnment is -

A

placing cremains in niche or grave

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68
Q

What is the key thing to remember about receipt of cremated remains?

A

You need to make sure you know to whom the cremated remains are to be released. Make sure you state name of authorized individual during arrangement conference.

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69
Q

True or FalseCremation is only a method of final disposition?

A

TRUE

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70
Q

Rites held at the time of disposition of human remains with body present.

A

traditional funeral service

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71
Q

Service held with the final disposition of the cremated remains if cremains will be buried or placed in a niche

A

graveside

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72
Q

committal service with a procession from the funeral service to the crematory.

A

Committal at the crematory

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73
Q

a service related to cremation, as appropriate, allowed by law

A

Scattering cremated and remains

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74
Q

without the body present – w/ or w/o funeral home staff.Memorial gathering.

A

memorial service

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75
Q

appropriate and helpful acts of counseling/helping that comes after the funeral and final disposition. Also called Post funeral follow-up• Done at Family’s requestContacted by funeral home personnel, either Funeral director who made and conducted funeral arrangements or other trained individual

A

aftercare

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76
Q

types of aftercare

A

 Formal or organized after funeral activities Seminars Grief support groups Holiday activities

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77
Q

True or False? Funeral home personnel should be trained to do aftercare - by qualified aftercare educators and professionals?

A

TRUE

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78
Q

FYI- aftercare as an optional service

A

Not all funeral homes provide any type of aftercare service.Some view it as growth opportunity.It provides additional service to the family.Excellent “word-of-mouth’ advertising.Logical extension of basic funeral home services.“Captive audience” - Family and other survivorsOpportunity to educate your community and general public.Purpose and value of modern funeral service

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79
Q

Remember to look over forms for cremation - handouts

A

_

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80
Q

within a state – private carrier needs report of death

A

Intrastate

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81
Q

between states - private carrier needs burial transit permit

A

Interstate

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82
Q

“Forwarding” funeral home prepares remains for transfer to “receiving” funeral home.Within a state between two or more statesState laws dictate proper procedures

A

Forwarding remains

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83
Q

Preparation of remains

A

Unembalmed vs. embalmedCasketed vs. uncasketed - Varies with circumstance of deathFamily wishes / Method of transferPayment for service and merchandiseArranged between forwarding and receiving funeral home.Full payment by familyCash advance item paid by receiving funeral home

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84
Q

Receiving remains

A

Service and merchandise of “receiving” funeral home.Varies with those provided by “forwarding” funeral home.Family wishes

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85
Q

any carrier required by law to convey passengers or freight without refusal if approved fare or charge is paid. Airline, train, etc.

A

Common carrier

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86
Q

considerations for common carrier

A

Most require embalming / remains in sealed containerUse of appropriate transfer containerCheck prior to transferringDetermine specific requirements / Where to take remains for departureRetrieval at final destination / Cost and method of payment

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87
Q

those who transfer only in particular instances and only for those with whom they choose to contact.Funeral home vehicles and livery.

A

Private carrier

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88
Q

Preparation of remains

A

Determined by various factorsCause of death / Condition of bodyLength of shipping time – Common or private carrierStep to minimize shifting of remainsAppropriate transfer containerTies and packing materialRolled sheetsNo newspaper!!

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89
Q

Steps to protect clothing and casket interior

A

Plastic around head and handsLower mattressSteps to minimize and prevent purge – ASPIRATE!!! ASPIRATE!!! ASPIRATE!!! Plastic around head.

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90
Q

Outer enclosure utilized for protection of body and/or casketed remains during transportation.

A

Transfer container

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91
Q

Transfer container consisting of a particle board box with a cardboard tray and covered to satisfy air shipping regulations. Transport the embalmed body.

A

Combination case

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92
Q

Transfer container consisting of a wooden tray with cardboard covering for the casket.Transport embalmed or un-embalmed body.

A

Air tray

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93
Q

Gasket-sealed container which can be used as an insert into a casket or a separate shipping container.

A

Ziegler case

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94
Q

can be used for un-embalmed bodies and floaters

A

Metal case

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95
Q

when transferring gasketed caskets via commercial airlines what should you remember

A

Remove cap over sealing mechanism and place in the interior or the casketAir pressure changes during takeoff and landing.Casket will implode! Or collapse on its self from external pressure.

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96
Q

Paperwork and documentation for transfer of human remains

A

Burial-transit (disposition) permitCertified copy of death certificateEmbalming report – required for TEXASLetter of guarantee – guaranteeing payment by forwarding funeral home when shipping ‘Collect’ by common carrierOther paperwork required by law.

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97
Q

where should paperwork and documentation

A

it should be placed on outer surface of transfer container.Name of decedent should be clearly visible.Additional items placed inside the casket like – Register book / prayer cards

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98
Q

return decedent to country of origin

A

Repatriation

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99
Q

Forwarding remains to another country

A

Notify consulate of receiving country.They provide information regarding policies, procedures and paperwork.Reference materials for foreign transfers: NFDA directory– Red book–Blue bookFollow all customs regulations.Comply with receiving country’s laws and rules.Remember differences in time zones– Time delays are common.Translate documents and verbal communication into language of the receiving country.Provide affidavit of “NO CONTAGIOUS DISEASES.” Varies from country to country, must be provided by doctor or country health official according to their requirements.Embalming certificate

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100
Q

Receiving remains from another country.

A

U. S. citizen dies abroad.Consular officer from nearest U. S. Embassy or Consulate notifies U. S. State Department to contact family or their representative.Typically family is notified via cable (wired) message or telegram. Serves as official notification of death. Outlines options and costs of disposition.Disposition of body must follow laws and customs of host country.All costs paid by family of decedent. U. S. Government funds not available. U. S. State Department will assist with transmitting funds from family to Consular office The Consular office will disperse funds, provide an accounting, and disperse unused monies.U. S. style of embalming not practiced or required in most foreign countries.Preparation must conform to local laws and customs.Remains may not be suitable for viewing.If no one assumes financial responsibility, the U. S. Consul requests local foreign authorities to make appropriate disposition; according to local laws and customs of host country.

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101
Q

sudden misfortune resulting in loss of life and/or property.

A

Disaster

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102
Q

unforeseen combination of circumstances resulting in need for immediate action

A

Emergency

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103
Q

Types of disasters

A

Naturalman made/ Human – responsibleCombination

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104
Q

Hurricanes Floods Earthquakes “Acts of God”

A

Natural disasters

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105
Q

Fires Transportation CrashesStructural collapses Nuclear accidentsExplosions Bombings

A

man made/ human responsible disasters

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106
Q

Effects of natural and human responsible events.Airline crash during thunderstorm.

A

combination disasters

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107
Q

Disasters vary according to:

A

Time / Size and scope / Damage / Injury / DeathDisruption of family and community

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108
Q

potential victims

A

Those directly involved – Residents, those who lost homes, other personal possessions from flood or earthquake.

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109
Q

a phenomenon experienced by survivors“Why me?” “Why didn’t I die?”

A

Survivor’s guilt

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110
Q

Other potential victims

A

Those indirectly involved / surviving family member and friends.Disaster responders / firemen, police officers / doctors / nurses / fun. Dir. / clergy.Community where disaster occurred – students in school shootings, bombing in Ok City.

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111
Q

Requires strategic planning – extremely importantOrganized care and preparation of deceased disaster victims.Multi-disciplinary approach.

A

Disaster response

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112
Q

involves funeral directors/embalmersOther allied professionalsCertification of death – M.D.s / M.E.s, & JPs.Registration of death – Funeral DirectorFinal disposition – Funeral Director / Cemeterian / ClergyPhysician, medical examiner (top dog in charge), coroner, and Justice of the Peace – Certify DeathLocal registrar – death is registered by funeral director with the registrar and the burial transit permit is issued.Clergy / FD / Cemeterian – carry out the final disposition

A

Multi-disciplinary approach

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113
Q

Organized 1990Any federally declared emergency situation13 emergency support functionsCreated the National Disaster Medical System (NDMS).

A

Federal Disaster Response Plan

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114
Q

One of the 13 emergency support functionsEstablished disaster mortuary operational response teamsNDMS purpose is to recover, identify, prepare, process and dispose of fatalities in disaster situations.Under NDMS – Disaster Mortuary Operational Response Teams – DMORTs. Were established

A

National Disaster Medical Support (NDMS)

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115
Q

10 Federal Emergency Management Agency (FEMA) districts in U.S.10 teamsProvide technical assistancePersonnel needed to recover, identify, process, prepare, and dispose of fatal victims.

A

Disaster mortuary operational response teams (D Mort)

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116
Q

25 primary responders with 100 team members.Supervised by DMORT commander with unit coordinator.Pre-registered federal employees covered under Federal Tort Act.TORT ACT – maintain a mobile mortuary container depot oat Rockville, MD. These are self-sufficient morgues w/ 50 work stations, no charge to any disaster site in continental US.

A

DMORT teams

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117
Q

Role of funeral service personnel

A

Provide support and assistance to DMORT team.Follow direction of DMORT commander and unit coordinator.Become trained member of a DMORT team.

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118
Q

General concerns

A

Care for survivors - Protect disaster site for investigation.Mark and record location of remains.Debrief and counsel disaster workers.

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119
Q

Specialized activitiesRelated to general concerns:

A

Communications Notification IdentificationDistribution Consolation

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120
Q

Federal, state, and local concerns

A

Legal considerationJurisdiction over disaster areaResponsibility for disaster area

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121
Q

Financial considerations

A

Who will pay?FederalStateLocalPrivate

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122
Q

administration of a funeral home enterprise

A

Funeral service management

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123
Q

Areas of management:

A

Marketing/ Office/Personnel/Facilities/Financial

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124
Q

Primary objective of funeral home management is to

A

Fulfill needs of client families and community resulting from death.

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125
Q

Secondary objective of funeral home management is to

A

Ensure that funds are available to Pay expenses, Provide reasonable return on investment (ROI) and Make capital improvements

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126
Q

Expenses

A

“Overhead” (Cost of doing business)/Salaries/Building (maintenance of building and grounds)/Utilities / Supplies

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127
Q

Make profit/True for any business/Not a “four-letter word”

A

Return of investment (ROI)

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128
Q

putting money back in your businessSpending large sums of money for Building, Equipment, Furnishings, and Livery

A

Capital improvements

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129
Q

Functions of management

A

Planning/Organizing/Directing/Evaluating

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130
Q

(personal life & business) determining in advance what needs will be accomplished in order to achieve a particular goal

A

planning

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131
Q

Steps in the planning process

A

Establish a mission statement / Set goals and objectivesFormulate strategy for meeting goals and objectives

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132
Q

What is the ultimate purpose of the funeral home business and the efforts of its employees? Typically, states the reasons for the organizations existence, products and services offered, clientele served, areas of specialization

A

Mission statement

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133
Q

(dreams to achieve) - Broad statement about what an organization wants to achieve. Stated in general terms without reference to a time period (Not time specific)/ Motivational in nature.

A

goals

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134
Q

Specific statements of tasks to be completed.Specific or anticipated date(s) for completion.Measurable to determine if objectives have been or are being met

A

objectives

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135
Q

an objective completed within one to five years

A

short term

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136
Q

an objective completed in five years or longer

A

long term

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137
Q

Strategy for achieving goals and objectives

A

How / When / Who / Where / WhatFor meeting established goals and objectives

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138
Q

Functions of management

A

Planning/Organizing/Directing/Evaluating

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139
Q

Arranging and distributing work among members of an organization.Coordinating how, when, and where actions will occur.Coordinating group work (tasks) into logical patterns.

A

organizing

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140
Q

Guiding and supervising activities of an organization. Implementing and executing planned activities. Determining staff responsibilities

A

Directing (Actuating)

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141
Q

Comparing organizational and individual performance with predetermined standards or expected results. Controlling and evaluating performance in terms of goals and objectives.Reformulating goals and objectives as needed

A

Evaluating (Controlling)

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142
Q

“Let the seller beware.”

A

“caveat venditor”

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143
Q

“Let the buyer beware.”

A

“caveat emptor”

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144
Q

Client families and community – Ten factors:

A

(1) Funeral service management is more service than product orientated.(2) Greater emphasis is placed on social responsibility and satisfying needs of client families.(3) Funeral service management deals with a client - caregiver relationship rather than a strict “buyer-seller” relationship.(4) Funeral service practice supports the management concept of “caveat venditor” “Let the seller beware.” Rather than “caveat emptor” “Let the buyer beware.”(5) Funeral service management views the role of its practitioners with consumers as more personal, more advisory, and more confidential than do other managerial groups.(6) Funeral service manager is obligated to provide all client families with knowledge and options to make informed choices.(7) Responsibility of the funeral service manager often includes serving the total community while meeting particular needs of a client family.(8) Funeral service manager has an obligation to assist those community education programs related to death, grief, bereavement, funeral rites, and recovery.(9) In public relations, the funeral service manager has the responsibility to provide the type of advertising and informational programs that will reflect professionalism.(10) Funeral service practice differs from other managerial areas in that total service of the firm should be available to those of every economic, social, and political circumstance.

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145
Q

Motivating people in organizations to develop team work which effectively fulfills their needs and achieves organizational objectives

A

Human relations

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146
Q

Energizing, channeling & sustaining people’s beh

A

Motivation

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147
Q

Who studied the theories of motivation

A

Abraham Maslow Frederick Herzberg Douglas McGregor

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148
Q

“Hierarchy of needs”From lowest to highest

A

Physiological Security Belongingness and love Esteem Self-actualization

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149
Q

need for air, water, food and sex for procreation

A

Physiological

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150
Q

need for safety, order, freedom, from fear or threat

A

Security

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151
Q

the need for love, affection, feeling of belonging & human contact

A

Belongingness and love

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152
Q

need for self-respect, self-esteem, achievement & respect from others

A

Esteem

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153
Q

need to grow, to feel fulfilled, to realize one’s potential

A

Self-actualization

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154
Q

Workplace can fulfill different needs at each level. Fulfillment of needs by management should motivate individuals to be better employees

A

Abraham Maslow

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155
Q

“Two factor theory” Man has two sets of needs

A

Frederick Herzberg –

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156
Q

Frederick Herzberg – “Two factor theory”

A
  1. Avoid pain and satisfy basic needs.2. Achieve and experience psychological growth.
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157
Q

Factors related to job satisfaction

A

Motivators – intrinsic from within factors, facilitate, satisfaction, seek recognition, achievement, responsibility, advancement.Hygiene – extrinsic (external, outside) – factors which facilitate dissatisfaction – company policy, supervisor, inadequate salary, working conditions in adequate.

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158
Q

Job satisfaction and dissatisfaction are separate dimensions.Improving hygiene will make work more tolerable.Enhancing motivators will increase job satisfaction and productivity.

A
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159
Q

“Theory X” “Theory Y”

A

Douglas McGregor

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160
Q

theory that people are self-centered, lack ambition, and inherently dislike work. Most people have to be coerced, threatened with punishment to perform effectively. They avoid responsibility, seek security, lack creative ability and are resistance to change

A

“Theory X”

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161
Q

theory that people enjoy work, will work toward organizational goals and objectives, and become committed based on rewards associated with achievement. Physical and mental effort in work is natural. These folks exercise self- direction & self-control in the service of objectives. Commitment to objectives is a function of the rewards associated with achievement. The average person learns, under proper conditioning to accept & seek responsibility. People have a higher degree of imagination & creativity

A

“Theory Y”

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162
Q

The theory adopted by management determines:

A

Level of motivation Job satisfaction Productivity

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163
Q

what does the motivation process do

A

 Determine objectives and purpose Understand employee wants and needs Communicate with employees Integrate employee - firm interest Provide auxiliary conditions

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164
Q

Everyone working together as members of a team.Coordination of time, ability, and effort

A

TEAM concepts

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165
Q

Efforts of all members of an organization are directed to insure quality in production of goods and services.

A

Total Quality Management (TQM)

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166
Q

Responsibilities of the manager

A

 Develop employee participation Manage change Understand human relations Create a viable and workable organization Communicate effectively Demonstrate effective leadership Seek knowledge in managerial concepts, apply them.

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167
Q

Liabilities of management

A

Legal Principal and agentEmployer and employee

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168
Q

financial responsibility of manager

A

Reimbursement Indemnification - losses above and beyond

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169
Q

Other funeral professionals are colleagues rather than competitors.Relationship should encourage interaction and professional growth.

A

Professional associates within funeral service

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170
Q

Facilitate communications and an understanding of funeral service.Interaction should reflect social responsibility.Service to client families and community.

A

Professional associates among allied professionals

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171
Q

Areas of management:

A

 Human resources Financial Marketing Facilities Office

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172
Q

process of acquiring, training, developing, motivating, appraising and retaining a sufficient quantity of qualified employees to perform necessary activities.Developing activities and an organizational climate conducive to maximum efficiency and worker satisfaction. Personnel management

A

Human resources management

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173
Q

hiring practices

A

 Advertising a job without discrimination. Use of reference Interview procedures New employee orientation

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174
Q

Prohibits discrimination based on Race, Color, Religion, Sex, Pregnancy or National Origin.

A

Civil Rights Act of 1064 as amended in 1972 & 1978

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175
Q

Prohibits discrimination for individuals over 40 years of age.

A

Age Discrimination in Employment Act of 1967

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176
Q

prohibits discrimination in pay based on sex

A

Equal Pay Act 1963

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177
Q

prohibits discrimination based on handicap

A

Rehabilitation Act of 1973

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178
Q

prohibits discrimination against any qualified individual with a disability.

A

***Americans with Disabilities act of 1990

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179
Q

Laws Effecting Employment Practices:Avoiding discrimination against:

A

 Hiring Promotion Operations of the business Assignment of duties of the employees, and  with client families

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180
Q

Types of discrimination

A

 Racial  Ethnic  Gender Age  Marital status Religion  Sexual orientation

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181
Q

Most effective method of ensuring all employees know & understand policies & procedures of business. Important to all employees Includes work practices and policies Philosophy and mission statement

A

Personnel Manual

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182
Q

benefits

A

 Health, dental, and life insurance Vacation and sick time Retirement

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183
Q

compensation

A

 Salary  Compensatory time

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184
Q

Typically 90 days from date of hire. Includes initial performance review

A

Probation period

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185
Q

Physical examinations

A

New employees to determine pre-existing conditionsCurrent employees to maintain healthRelated to OSHA requirements

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186
Q

Staff communications:

A

 Organization of the firm  Table of organization (organizational chart) Lines of communication  Assignment of duties

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187
Q

Responsibilities of personnel

A

 Personal conduct Appearance and proper attire- Appropriate to duties being performed- Conform to local customs RURAL vs. URBAN

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188
Q

Staff development:

A

 Professional growth  Continuing education

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189
Q

Retaining employees

A

 Job turnover is very costly- Indirect costs associated with interviewing and training- Indirect costs of disrupted work and idle equipment Effective management- Positive employer - employee relationships will ensure/enhance employee retention

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190
Q

Important considerations in retaining employees

A

 Communication Use of employee manual Involvement in the decision making process Recognition and reward Private criticism or reprimand

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191
Q

Twelve guidelines- employee relations

A
  1. Identify the behavior, direct criticism at action – not the person2. Specific Criticisms – “You missed the March 15th deadline for your report.”3. Can the behavior be changed? (Foreign accents, baldness etc. not changeable.)4. Use “I” & “we” to stress you want to work out the issue, rather than making threats.5. Make sure the other person understand the reason for criticism.6. Don’t belabor the point. Short & Sweet, no lectures.7. Offer incentives for changed behaviors. Offer to help the person correct the problem.8. Don’t set a tone of anger or sarcasm. Both are counterproductive.9. Show understanding for his or her feelings.10. When documenting criticisms, cool down before writing the letter or memo. Be sure on the person it is intended for see it.11. Start off by saying something good.12. At the end, reaffirm your support and confidence in the person.
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192
Q

Efficient utilization and adequate regulation of assets, revenue, expenditures, and capitol rights.Accounting system Budgeting Establishment of prioritiesManagement of capitol

A

Financial management

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193
Q

Management of assets and liabilities which includes:

A

 Cash flow  Accounts Receivables (money owed to you)  Inventory  Fixed assets (long term investments in your business)

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194
Q

Financial management monitoring to include:

A

 Cost analysis  Price structure re-evaluation  Financial ratios (assets vs. liabilities, expenses vs. revenues)

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195
Q

Process of planning and executing development, pricing, promotion, and distribution of an organization’s goods and services

A

Marketing management

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196
Q

Marketing mix and merchandising

A

ProductDistributionPricePromotion

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197
Q

Art of making the public aware of service or commodities that a business has for sale.

A

Advertising

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198
Q
  • inducing the public to have a positive feeling about a particular business.
A

Customer relations Public relations -

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199
Q

Obtaining and maintaining of adequate work space and funeral equipment.

A

Facilities Management

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200
Q

Facilities and equipment requirements

A

State licensing laws of TEXASMust meet fire and safety, health ordinancesAt least one motorized funeral coach, does not mention it has to be in operating condition.Display room with minimum 5 adult caskets, must be at least 2 full sizes.Americans With Disabilities Act (ADA) – parking spaces, wheelchair accessible, RR, H2O Fountains, seating the chapel made available, telephone.

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201
Q

Administration and supervision of office duties and functions

A

Office management

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202
Q

Deal positively with the changes occurring within the profession.  Conduct and care for the dead & the grieving in the most supportive and help manner. Hallmark in the American Funeral Service to survive the 21st Century is to care for the dead and serve the living in a way that enhances the dignity of the mankind.

A

New Philosophy in funeral service

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203
Q

Enter 21st Century kicking, screaming & holding onto practices we have clung to for the last 100 years

A

Old Philosophy in funeral service

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204
Q

Future trends in funeral service:

A

 Population and death projections - Life expectancy doubled the last 90 years- Fastest growth of people those over 80 years of age- Death rate will increase by 2010 Where death will occur  Changes in traditional family unit Better educated consumer.  Religion and clergy Increase in alternative forms of disposition. Changes in merchandise and alternatives in traditional merchandise. Immigration factors.

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205
Q

Regulatory changes in funeral licensing:

A

 Personnel recruitment and retention Increased in number of women in funeral service Improved funeral home operating efficiency Computerization Increase in number and holdings of acquisition companies Growing demand for pre-need service and pre-financing Funeral home as a resource center Aftercare service Possible changes in educational requirements for funeral service licensees

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206
Q

*Form SSA-721

A

“Statement of Death by Funeral Director” Completion is voluntary. Courtesy to the family. Ensures payment of survivor’s benefits. Prevents payment of monthly benefit to decedent. Returns next benefits check

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207
Q

 Statute of limitation of SSA-721:

A

two (2) years from date of death.

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208
Q

Veterans Administration (VA)Available benefits:

A

 U. S. Flag Headstone or grave marker Burial allowance Presidential memorial certificate Burial in a national cemetery

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209
Q

*VA Form 21-2008

A

“Application for United States Flag for Burial Purposes”

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210
Q

where can you get a United States Flag for Burial Purposes?

A

 Issued a U. S. Postal Service Offices National Cemetery Office VA Regional Office

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211
Q

What is the statute of limitation for application for a United States Flag for Burial Purposes?

A

none

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212
Q

• VA Form 40-1330

A

“Application for Standard Government Headstone Grave Marker”

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213
Q

What is the statute of limitation for application for standard government headstone or marker?

A

none

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214
Q

When is the application for headstone not required?

A

when burial is in National Cemetery

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215
Q

statute of limitations for burial allowance

A

2 years from date of death

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216
Q

VA Form 21-530

A

Application for Burial Benefits

217
Q

Cemetery created and maintained under an Act of Congress for the burial of veterans of military service and their eligible family members.

A

National Cemetery

218
Q

eligibility requirements for burial in National Cemetery

A

 Active duty in United States Armed Forces. From date of induction until discharged. After September 1980, must serve minimum of 24 months of active duty. For National Guard and Reserves. Retirement after 20 years creditable service. Or active duty at time of death. “Discharged under conditions other than dishonorable.” Verified by obtaining copy of veteran’s service record. *VA Form DD-214 or discharge papers.

219
Q

other persons eligible for burial in a National Cemetery

A

Spouse Children under 23. Grown and dependent children.

220
Q

Jurisdiction of Department of the Army

A

Arlington National Cemetery

221
Q

Classified (paid) notice publicizing death of a person. Gives details of funeral service.

A

death notice

222
Q

Obituary information

A

 Vital statistics information (date and place of birth, date and place of death, age). Family and survivors Biographical information (residence, education, employment.) Organizations/Military Photograph Date, time, and location for visitation, services, and interment. Special requests. Memorial contributions and donations.

223
Q

News item concerning death of a person. Brief biographical sketch. Fee depends on newspaper policy.

A

obituary

224
Q

FTC Funeral Rule requirements

A

Itemization of selected goods and services Includes cash advance items. Signed by family member and funeral director. Present copy to family member.

225
Q

the individual with paramount right of disposition. (Spouse or Next of kin) should read and sign all

A

Authorizations, Release forms, and Disclosures

226
Q

Before family leaves the funeral director should…

A

Verify date, time, and location for all aspects of arrangements. Especially time for family viewing. And most importantly…. Assure them of your continuing assistance.

227
Q

SSA BENEFITS

A

 $255 lump sum death benefit. Monthly benefits.For eligible survivors/dependents.

228
Q

Completion of SSA - 721:

A

Decedent’s information. Name, Social Security number, date of death, date of birth, and gender. Survivor’s information (widow or widower). Name, address, and telephone number. Funeral director or firm. Name, address, telephone number, and signature.

229
Q

Filing SSA-721:

A

Mailed or faxed to Social Security Administration.Statute of limitation: two (2) years from date of death.Survivors still need to apply for benefits.Contact local Social Security office.

230
Q

Obtaining SSA 721:

A

Available at local SSA office.Information form attached.Give to family.Funeral home computer software.Texas Electronic Registrar

231
Q

At need funeral procedures

A

Notification of death Transfer of remains Arrangement conference (including forms) Outline Section I, A-C

232
Q

Provided to any family member. Send request to the VA. Statute of limitation: none.

A

Presidential Memorial Certificate

233
Q

*VA Form DD-214

A

discharge papers.

234
Q

Time set aside for relatives and friends to pay their respects for the deceased prior to the funeral or memorial service Calling hours Visiting hours Wake

A

VISITATION

235
Q

After embalming and disinfection Dressing Cosmetizing Casketing

A

PREPARATION OF REMAINS

236
Q

Clergy record

A

: form designed to provide pertinent information about decedent and immediate survivors for use by clergy at the funeral or memorial service.

237
Q

 Foot end of casket when draped Folded and placed in cap Draped over closed casket Blue field over left shoulder Pressed prior to use No flowers or other items should ever be placed on top of the flag.

A

Placement of the U. S. Flag:

238
Q

Book signed by those attending a visitation and/or service. Memorial book Complete statistical data and service information Typed, printed with calligraphy, or computer generated Ensure enough pages for signatures Place in visitation room prior to family coming in

A

register book

239
Q

Remember: Nothing should separate the funeral coach and

A

the family

240
Q

Order of vehicles

A

Lead car / Clergy / Casket bearers / Casket coach / Family /Other mourners

241
Q

Funeral arrangements made in advance of need

A

pre-need

242
Q

No provisions for funding or prepayment

A

pre-planned

243
Q

Includes provisions for funding and payment

A

pre-funded

244
Q

reasons for preneed

A

 Make individual wishes known to family. Make intelligent and informed decisions with less emotion. Relieve survivors of financial burden. Reduce personal assets for Medicaid eligibility. “Spend-down.” Includes pre-funded arrangements. Exempt from personal assets.

245
Q

types of pre-need contracts

A

 Revocable  Irrevocable  Guaranteed  Non-guaranteed

246
Q

Contract which may be terminated by purchaser at any time prior to death of the beneficiary with a refund of monies paid on the contract as prescribed by state law.

A

revocable contract

247
Q

contract which cannot be terminated or canceled prior to death of the beneficiary

A

irrevocable contract

248
Q

Funeral home guarantees that services and merchandise will be provided at need for an amount not exceeding original contract amount plus any accruals (interest).Regardless of cost of providing services and merchandise upon death

A

guaranteed contract

249
Q

Funeral home only agrees that amount prepaid plus any accruals (interest) will be credited to balance due. Funeral price will be whatever current price is for service and merchandise at time of death

A

non-guaranteed contract

250
Q

locations where pre-need can be done

A

Home / Funeral home / other location

251
Q

State and federal regulationsLicensing laws for pre-need

A

 Funeral service licensee Licensed insurance agent

252
Q

Federal trade commission (FTC) funeral rules.

A

 Presentation of price lists Permission to embalm Mandatory disclosures

253
Q

Alteration of pre-funded contracts

A
  1. Minor changes in merchandise or services / No effect on guaranteed contract price.2. Major changes - Void a guaranteed contract 3. Unavailability of services or merchandise. / Most allow substitution of similar or higher quality service or merchandise.
254
Q

Wishes of decedent vs. wishes of funeral planner

A

 Legal effect of pre-funded contract once death has occurred. Most states allow spouse or next-of-kin to change or cancel pre-funded contract and purchase merchandise and service of their choice.Disagreement among family members.Case may go to court.Judge will consider wishes of decedent.Effect on surviving family member.Right to right and duty of final disposition.Most survivors will honor wishes of decedent.Not legally bound in all states.

255
Q

Parents of a mentally impaired adult child make pre-funded arrangements for a traditional funeral service.Contract beneficiary is the mentally impaired adultWhat will happen to this contract at time of death?

A

Contract will be honored, although contract was made by the child’s parents.They are not the direct contract beneficiary upon the child’s death.

256
Q

Types of funding

A

 Trust account  Insurance  Savings/passbook accounts

257
Q

Account established by one individual to be held for the benefit of another. This creates a fiduciary responsibilityAs a method of payment of funeral expenses, money paid to a funeral home for future services is placed in an account with the funeral home as trustee for the benefit of another.

A

trust account

258
Q

Separate account for each pre-funded funeral arrangement.

A

Individual trust accounts

259
Q

Monies for all pre-funded arrangements placed in one account. Individual record for each account. Provides higher return on investment (interest) as allowed by law

A

master trust accounts

260
Q

Similar to purchasing automobile or life insurance policyPolicy can be paid in full or monthly premiums may be allowed until the contract price is paid in full

A

insurance policy

261
Q

Similar to a trust account.Monies from all pre-funded arrangements placed in one account.Account draws interest.Interest pays inflationary increases in funeral prices.

A

Savings/passbook accounts

262
Q

reduction of a dead human body to inorganic bone fragments by intense heat in a specially designed retort or chamber.

A

cremation

263
Q

furnace or retort for cremating dead human bodies. Building that houses a retort

A

Crematory

264
Q

Latin for crematory

A

Crematorium

265
Q

burning chamber in a crematory

A

Retort

266
Q

National average of cremation is about (what percentage) Increases each year. The highest rate is in

A

30%coastal states and Florida

267
Q

Reason for growth for cremation

A

 Public acceptance. Higher level of education Relocation of elderly to “sunbelt” states. Immigrants who prefer cremation.

268
Q

considerations for cremation

A

– Removal of medical device - Explode and destroy the retort (Electronic pacemaker / radioactive implants)–Positive identification of remains - by family member–Sign affidavit - Prior to transporting to crematory–Adhere to family wishes–Items to be removed or cremate( Sign form listing items)–Adhere to state and local laws–use of Cremation container—Co-mingling remains—Disposition of cremains

269
Q

cremation forms

A

–Authorization and release forms(Signed by person with right and duty of disposition) The form informs family of cremation process and protects funeral home and crematory√File death certificate√Secure forms required by state law Cremation permit / Disposition permitTEXAS requires – death certificate, burial transmit permit, cremation authorization form

270
Q

when transporting decedent to crematory what are the acceptable forms of containers

A

a casket or alternative container (fiberboard, wood, etc.) Anything that is “environmentally safe and friendly” and “crematory safe and friendly”

271
Q

act of placing cremains in an urn

A

inurnment

272
Q

According to CANA (Cremation Association of North America) the definition of inurnment is -

A

placing cremains in niche or grave

273
Q

What is the key thing to remember about receipt of cremated remains?

A

You need to make sure you know to whom the cremated remains are to be released. Make sure you state name of authorized individual during arrangement conference.

274
Q

True or FalseCremation is only a method of final disposition?

A

TRUE

275
Q

Rites held at the time of disposition of human remains with body present.

A

traditional funeral service

276
Q

Service held with the final disposition of the cremated remains if cremains will be buried or placed in a niche

A

graveside

277
Q

committal service with a procession from the funeral service to the crematory.

A

Committal at the crematory

278
Q

a service related to cremation, as appropriate, allowed by law

A

Scattering cremated and remains

279
Q

without the body present – w/ or w/o funeral home staff.Memorial gathering.

A

memorial service

280
Q

appropriate and helpful acts of counseling/helping that comes after the funeral and final disposition. Also called Post funeral follow-up• Done at Family’s requestContacted by funeral home personnel, either Funeral director who made and conducted funeral arrangements or other trained individual

A

aftercare

281
Q

types of aftercare

A

 Formal or organized after funeral activities Seminars Grief support groups Holiday activities

282
Q

True or False? Funeral home personnel should be trained to do aftercare - by qualified aftercare educators and professionals?

A

TRUE

283
Q

FYI- aftercare as an optional service

A

Not all funeral homes provide any type of aftercare service.Some view it as growth opportunity.It provides additional service to the family.Excellent “word-of-mouth’ advertising.Logical extension of basic funeral home services.“Captive audience” - Family and other survivorsOpportunity to educate your community and general public.Purpose and value of modern funeral service

284
Q

Remember to look over forms for cremation - handouts

A

_

285
Q

within a state – private carrier needs report of death

A

Intrastate

286
Q

between states - private carrier needs burial transit permit

A

Interstate

287
Q

“Forwarding” funeral home prepares remains for transfer to “receiving” funeral home.Within a state between two or more statesState laws dictate proper procedures

A

Forwarding remains

288
Q

Preparation of remains

A

Unembalmed vs. embalmedCasketed vs. uncasketed - Varies with circumstance of deathFamily wishes / Method of transferPayment for service and merchandiseArranged between forwarding and receiving funeral home.Full payment by familyCash advance item paid by receiving funeral home

289
Q

Receiving remains

A

Service and merchandise of “receiving” funeral home.Varies with those provided by “forwarding” funeral home.Family wishes

290
Q

any carrier required by law to convey passengers or freight without refusal if approved fare or charge is paid. Airline, train, etc.

A

Common carrier

291
Q

considerations for common carrier

A

Most require embalming / remains in sealed containerUse of appropriate transfer containerCheck prior to transferringDetermine specific requirements / Where to take remains for departureRetrieval at final destination / Cost and method of payment

292
Q

those who transfer only in particular instances and only for those with whom they choose to contact.Funeral home vehicles and livery.

A

Private carrier

293
Q

Preparation of remains

A

Determined by various factorsCause of death / Condition of bodyLength of shipping time – Common or private carrierStep to minimize shifting of remainsAppropriate transfer containerTies and packing materialRolled sheetsNo newspaper!!

294
Q

Steps to protect clothing and casket interior

A

Plastic around head and handsLower mattressSteps to minimize and prevent purge – ASPIRATE!!! ASPIRATE!!! ASPIRATE!!! Plastic around head.

295
Q

Outer enclosure utilized for protection of body and/or casketed remains during transportation.

A

Transfer container

296
Q

Transfer container consisting of a particle board box with a cardboard tray and covered to satisfy air shipping regulations. Transport the embalmed body.

A

Combination case

297
Q

Transfer container consisting of a wooden tray with cardboard covering for the casket.Transport embalmed or un-embalmed body.

A

Air tray

298
Q

Gasket-sealed container which can be used as an insert into a casket or a separate shipping container.

A

Ziegler case

299
Q

can be used for un-embalmed bodies and floaters

A

Metal case

300
Q

when transferring gasketed caskets via commercial airlines what should you remember

A

Remove cap over sealing mechanism and place in the interior or the casketAir pressure changes during takeoff and landing.Casket will implode! Or collapse on its self from external pressure.

301
Q

Paperwork and documentation for transfer of human remains

A

Burial-transit (disposition) permitCertified copy of death certificateEmbalming report – required for TEXASLetter of guarantee – guaranteeing payment by forwarding funeral home when shipping ‘Collect’ by common carrierOther paperwork required by law.

302
Q

where should paperwork and documentation

A

it should be placed on outer surface of transfer container.Name of decedent should be clearly visible.Additional items placed inside the casket like – Register book / prayer cards

303
Q

return decedent to country of origin

A

Repatriation

304
Q

Forwarding remains to another country

A

Notify consulate of receiving country.They provide information regarding policies, procedures and paperwork.Reference materials for foreign transfers: NFDA directory– Red book–Blue bookFollow all customs regulations.Comply with receiving country’s laws and rules.Remember differences in time zones– Time delays are common.Translate documents and verbal communication into language of the receiving country.Provide affidavit of “NO CONTAGIOUS DISEASES.” Varies from country to country, must be provided by doctor or country health official according to their requirements.Embalming certificate

305
Q

Receiving remains from another country.

A

U. S. citizen dies abroad.Consular officer from nearest U. S. Embassy or Consulate notifies U. S. State Department to contact family or their representative.Typically family is notified via cable (wired) message or telegram. Serves as official notification of death. Outlines options and costs of disposition.Disposition of body must follow laws and customs of host country.All costs paid by family of decedent. U. S. Government funds not available. U. S. State Department will assist with transmitting funds from family to Consular office The Consular office will disperse funds, provide an accounting, and disperse unused monies.U. S. style of embalming not practiced or required in most foreign countries.Preparation must conform to local laws and customs.Remains may not be suitable for viewing.If no one assumes financial responsibility, the U. S. Consul requests local foreign authorities to make appropriate disposition; according to local laws and customs of host country.

306
Q

sudden misfortune resulting in loss of life and/or property.

A

Disaster

307
Q

unforeseen combination of circumstances resulting in need for immediate action

A

Emergency

308
Q

Types of disasters

A

Naturalman made/ Human – responsibleCombination

309
Q

Hurricanes Floods Earthquakes “Acts of God”

A

Natural disasters

310
Q

Fires Transportation CrashesStructural collapses Nuclear accidentsExplosions Bombings

A

man made/ human responsible disasters

311
Q

Effects of natural and human responsible events.Airline crash during thunderstorm.

A

combination disasters

312
Q

Disasters vary according to:

A

Time / Size and scope / Damage / Injury / DeathDisruption of family and community

313
Q

potential victims

A

Those directly involved – Residents, those who lost homes, other personal possessions from flood or earthquake.

314
Q

a phenomenon experienced by survivors“Why me?” “Why didn’t I die?”

A

Survivor’s guilt

315
Q

Other potential victims

A

Those indirectly involved / surviving family member and friends.Disaster responders / firemen, police officers / doctors / nurses / fun. Dir. / clergy.Community where disaster occurred – students in school shootings, bombing in Ok City.

316
Q

Requires strategic planning – extremely importantOrganized care and preparation of deceased disaster victims.Multi-disciplinary approach.

A

Disaster response

317
Q

involves funeral directors/embalmersOther allied professionalsCertification of death – M.D.s / M.E.s, & JPs.Registration of death – Funeral DirectorFinal disposition – Funeral Director / Cemeterian / ClergyPhysician, medical examiner (top dog in charge), coroner, and Justice of the Peace – Certify DeathLocal registrar – death is registered by funeral director with the registrar and the burial transit permit is issued.Clergy / FD / Cemeterian – carry out the final disposition

A

Multi-disciplinary approach

318
Q

Organized 1990Any federally declared emergency situation13 emergency support functionsCreated the National Disaster Medical System (NDMS).

A

Federal Disaster Response Plan

319
Q

One of the 13 emergency support functionsEstablished disaster mortuary operational response teamsNDMS purpose is to recover, identify, prepare, process and dispose of fatalities in disaster situations.Under NDMS – Disaster Mortuary Operational Response Teams – DMORTs. Were established

A

National Disaster Medical Support (NDMS)

320
Q

10 Federal Emergency Management Agency (FEMA) districts in U.S.10 teamsProvide technical assistancePersonnel needed to recover, identify, process, prepare, and dispose of fatal victims.

A

Disaster mortuary operational response teams (D Mort)

321
Q

25 primary responders with 100 team members.Supervised by DMORT commander with unit coordinator.Pre-registered federal employees covered under Federal Tort Act.TORT ACT – maintain a mobile mortuary container depot oat Rockville, MD. These are self-sufficient morgues w/ 50 work stations, no charge to any disaster site in continental US.

A

DMORT teams

322
Q

Role of funeral service personnel

A

Provide support and assistance to DMORT team.Follow direction of DMORT commander and unit coordinator.Become trained member of a DMORT team.

323
Q

General concerns

A

Care for survivors - Protect disaster site for investigation.Mark and record location of remains.Debrief and counsel disaster workers.

324
Q

Specialized activitiesRelated to general concerns:

A

Communications Notification IdentificationDistribution Consolation

325
Q

Federal, state, and local concerns

A

Legal considerationJurisdiction over disaster areaResponsibility for disaster area

326
Q

Financial considerations

A

Who will pay?FederalStateLocalPrivate

327
Q

administration of a funeral home enterprise

A

Funeral service management

328
Q

Areas of management:

A

Marketing/ Office/Personnel/Facilities/Financial

329
Q

Primary objective of funeral home management is to

A

Fulfill needs of client families and community resulting from death.

330
Q

Secondary objective of funeral home management is to

A

Ensure that funds are available to Pay expenses, Provide reasonable return on investment (ROI) and Make capital improvements

331
Q

Expenses

A

“Overhead” (Cost of doing business)/Salaries/Building (maintenance of building and grounds)/Utilities / Supplies

332
Q

Make profit/True for any business/Not a “four-letter word”

A

Return of investment (ROI)

333
Q

putting money back in your businessSpending large sums of money for Building, Equipment, Furnishings, and Livery

A

Capital improvements

334
Q

Functions of management

A

Planning/Organizing/Directing/Evaluating

335
Q

(personal life & business) determining in advance what needs will be accomplished in order to achieve a particular goal

A

planning

336
Q

Steps in the planning process

A

Establish a mission statement / Set goals and objectivesFormulate strategy for meeting goals and objectives

337
Q

What is the ultimate purpose of the funeral home business and the efforts of its employees? Typically, states the reasons for the organizations existence, products and services offered, clientele served, areas of specialization

A

Mission statement

338
Q

(dreams to achieve) - Broad statement about what an organization wants to achieve. Stated in general terms without reference to a time period (Not time specific)/ Motivational in nature.

A

goals

339
Q

Specific statements of tasks to be completed.Specific or anticipated date(s) for completion.Measurable to determine if objectives have been or are being met

A

objectives

340
Q

an objective completed within one to five years

A

short term

341
Q

an objective completed in five years or longer

A

long term

342
Q

Strategy for achieving goals and objectives

A

How / When / Who / Where / WhatFor meeting established goals and objectives

343
Q

Functions of management

A

Planning/Organizing/Directing/Evaluating

344
Q

Arranging and distributing work among members of an organization.Coordinating how, when, and where actions will occur.Coordinating group work (tasks) into logical patterns.

A

organizing

345
Q

Guiding and supervising activities of an organization. Implementing and executing planned activities. Determining staff responsibilities

A

Directing (Actuating)

346
Q

Comparing organizational and individual performance with predetermined standards or expected results. Controlling and evaluating performance in terms of goals and objectives.Reformulating goals and objectives as needed

A

Evaluating (Controlling)

347
Q

“Let the seller beware.”

A

“caveat venditor”

348
Q

“Let the buyer beware.”

A

“caveat emptor”

349
Q

Client families and community – Ten factors:

A

(1) Funeral service management is more service than product orientated.(2) Greater emphasis is placed on social responsibility and satisfying needs of client families.(3) Funeral service management deals with a client - caregiver relationship rather than a strict “buyer-seller” relationship.(4) Funeral service practice supports the management concept of “caveat venditor” “Let the seller beware.” Rather than “caveat emptor” “Let the buyer beware.”(5) Funeral service management views the role of its practitioners with consumers as more personal, more advisory, and more confidential than do other managerial groups.(6) Funeral service manager is obligated to provide all client families with knowledge and options to make informed choices.(7) Responsibility of the funeral service manager often includes serving the total community while meeting particular needs of a client family.(8) Funeral service manager has an obligation to assist those community education programs related to death, grief, bereavement, funeral rites, and recovery.(9) In public relations, the funeral service manager has the responsibility to provide the type of advertising and informational programs that will reflect professionalism.(10) Funeral service practice differs from other managerial areas in that total service of the firm should be available to those of every economic, social, and political circumstance.

350
Q

Motivating people in organizations to develop team work which effectively fulfills their needs and achieves organizational objectives

A

Human relations

351
Q

Energizing, channeling & sustaining people’s beh

A

Motivation

352
Q

Who studied the theories of motivation

A

Abraham Maslow Frederick Herzberg Douglas McGregor

353
Q

“Hierarchy of needs”From lowest to highest

A

Physiological Security Belongingness and love Esteem Self-actualization

354
Q

need for air, water, food and sex for procreation

A

Physiological

355
Q

need for safety, order, freedom, from fear or threat

A

Security

356
Q

the need for love, affection, feeling of belonging & human contact

A

Belongingness and love

357
Q

need for self-respect, self-esteem, achievement & respect from others

A

Esteem

358
Q

need to grow, to feel fulfilled, to realize one’s potential

A

Self-actualization

359
Q

Workplace can fulfill different needs at each level. Fulfillment of needs by management should motivate individuals to be better employees

A

Abraham Maslow

360
Q

“Two factor theory” Man has two sets of needs

A

Frederick Herzberg –

361
Q

Frederick Herzberg – “Two factor theory”

A
  1. Avoid pain and satisfy basic needs.2. Achieve and experience psychological growth.
362
Q

Factors related to job satisfaction

A

Motivators – intrinsic from within factors, facilitate, satisfaction, seek recognition, achievement, responsibility, advancement.Hygiene – extrinsic (external, outside) – factors which facilitate dissatisfaction – company policy, supervisor, inadequate salary, working conditions in adequate.

363
Q

Job satisfaction and dissatisfaction are separate dimensions.Improving hygiene will make work more tolerable.Enhancing motivators will increase job satisfaction and productivity.

A
364
Q

“Theory X” “Theory Y”

A

Douglas McGregor

365
Q

theory that people are self-centered, lack ambition, and inherently dislike work. Most people have to be coerced, threatened with punishment to perform effectively. They avoid responsibility, seek security, lack creative ability and are resistance to change

A

“Theory X”

366
Q

theory that people enjoy work, will work toward organizational goals and objectives, and become committed based on rewards associated with achievement. Physical and mental effort in work is natural. These folks exercise self- direction & self-control in the service of objectives. Commitment to objectives is a function of the rewards associated with achievement. The average person learns, under proper conditioning to accept & seek responsibility. People have a higher degree of imagination & creativity

A

“Theory Y”

367
Q

The theory adopted by management determines:

A

Level of motivation Job satisfaction Productivity

368
Q

what does the motivation process do

A

 Determine objectives and purpose Understand employee wants and needs Communicate with employees Integrate employee - firm interest Provide auxiliary conditions

369
Q

Everyone working together as members of a team.Coordination of time, ability, and effort

A

TEAM concepts

370
Q

Efforts of all members of an organization are directed to insure quality in production of goods and services.

A

Total Quality Management (TQM)

371
Q

Responsibilities of the manager

A

 Develop employee participation Manage change Understand human relations Create a viable and workable organization Communicate effectively Demonstrate effective leadership Seek knowledge in managerial concepts, apply them.

372
Q

Liabilities of management

A

Legal Principal and agentEmployer and employee

373
Q

financial responsibility of manager

A

Reimbursement Indemnification - losses above and beyond

374
Q

Other funeral professionals are colleagues rather than competitors.Relationship should encourage interaction and professional growth.

A

Professional associates within funeral service

375
Q

Facilitate communications and an understanding of funeral service.Interaction should reflect social responsibility.Service to client families and community.

A

Professional associates among allied professionals

376
Q

Areas of management:

A

 Human resources Financial Marketing Facilities Office

377
Q

process of acquiring, training, developing, motivating, appraising and retaining a sufficient quantity of qualified employees to perform necessary activities.Developing activities and an organizational climate conducive to maximum efficiency and worker satisfaction. Personnel management

A

Human resources management

378
Q

hiring practices

A

 Advertising a job without discrimination. Use of reference Interview procedures New employee orientation

379
Q

Prohibits discrimination based on Race, Color, Religion, Sex, Pregnancy or National Origin.

A

Civil Rights Act of 1064 as amended in 1972 & 1978

380
Q

Prohibits discrimination for individuals over 40 years of age.

A

Age Discrimination in Employment Act of 1967

381
Q

prohibits discrimination in pay based on sex

A

Equal Pay Act 1963

382
Q

prohibits discrimination based on handicap

A

Rehabilitation Act of 1973

383
Q

prohibits discrimination against any qualified individual with a disability.

A

***Americans with Disabilities act of 1990

384
Q

Laws Effecting Employment Practices:Avoiding discrimination against:

A

 Hiring Promotion Operations of the business Assignment of duties of the employees, and  with client families

385
Q

Types of discrimination

A

 Racial  Ethnic  Gender Age  Marital status Religion  Sexual orientation

386
Q

Most effective method of ensuring all employees know & understand policies & procedures of business. Important to all employees Includes work practices and policies Philosophy and mission statement

A

Personnel Manual

387
Q

benefits

A

 Health, dental, and life insurance Vacation and sick time Retirement

388
Q

compensation

A

 Salary  Compensatory time

389
Q

Typically 90 days from date of hire. Includes initial performance review

A

Probation period

390
Q

Physical examinations

A

New employees to determine pre-existing conditionsCurrent employees to maintain healthRelated to OSHA requirements

391
Q

Staff communications:

A

 Organization of the firm  Table of organization (organizational chart) Lines of communication  Assignment of duties

392
Q

Responsibilities of personnel

A

 Personal conduct Appearance and proper attire- Appropriate to duties being performed- Conform to local customs RURAL vs. URBAN

393
Q

Staff development:

A

 Professional growth  Continuing education

394
Q

Retaining employees

A

 Job turnover is very costly- Indirect costs associated with interviewing and training- Indirect costs of disrupted work and idle equipment Effective management- Positive employer - employee relationships will ensure/enhance employee retention

395
Q

Important considerations in retaining employees

A

 Communication Use of employee manual Involvement in the decision making process Recognition and reward Private criticism or reprimand

396
Q

Twelve guidelines- employee relations

A
  1. Identify the behavior, direct criticism at action – not the person2. Specific Criticisms – “You missed the March 15th deadline for your report.”3. Can the behavior be changed? (Foreign accents, baldness etc. not changeable.)4. Use “I” & “we” to stress you want to work out the issue, rather than making threats.5. Make sure the other person understand the reason for criticism.6. Don’t belabor the point. Short & Sweet, no lectures.7. Offer incentives for changed behaviors. Offer to help the person correct the problem.8. Don’t set a tone of anger or sarcasm. Both are counterproductive.9. Show understanding for his or her feelings.10. When documenting criticisms, cool down before writing the letter or memo. Be sure on the person it is intended for see it.11. Start off by saying something good.12. At the end, reaffirm your support and confidence in the person.
397
Q

Efficient utilization and adequate regulation of assets, revenue, expenditures, and capitol rights.Accounting system Budgeting Establishment of prioritiesManagement of capitol

A

Financial management

398
Q

Management of assets and liabilities which includes:

A

 Cash flow  Accounts Receivables (money owed to you)  Inventory  Fixed assets (long term investments in your business)

399
Q

Financial management monitoring to include:

A

 Cost analysis  Price structure re-evaluation  Financial ratios (assets vs. liabilities, expenses vs. revenues)

400
Q

Process of planning and executing development, pricing, promotion, and distribution of an organization’s goods and services

A

Marketing management

401
Q

Marketing mix and merchandising

A

ProductDistributionPricePromotion

402
Q

Art of making the public aware of service or commodities that a business has for sale.

A

Advertising

403
Q
  • inducing the public to have a positive feeling about a particular business.
A

Customer relations Public relations -

404
Q

Obtaining and maintaining of adequate work space and funeral equipment.

A

Facilities Management

405
Q

Facilities and equipment requirements

A

State licensing laws of TEXASMust meet fire and safety, health ordinancesAt least one motorized funeral coach, does not mention it has to be in operating condition.Display room with minimum 5 adult caskets, must be at least 2 full sizes.Americans With Disabilities Act (ADA) – parking spaces, wheelchair accessible, RR, H2O Fountains, seating the chapel made available, telephone.

406
Q

Administration and supervision of office duties and functions

A

Office management

407
Q

Deal positively with the changes occurring within the profession.  Conduct and care for the dead & the grieving in the most supportive and help manner. Hallmark in the American Funeral Service to survive the 21st Century is to care for the dead and serve the living in a way that enhances the dignity of the mankind.

A

New Philosophy in funeral service

408
Q

Enter 21st Century kicking, screaming & holding onto practices we have clung to for the last 100 years

A

Old Philosophy in funeral service

409
Q

Future trends in funeral service:

A

 Population and death projections - Life expectancy doubled the last 90 years- Fastest growth of people those over 80 years of age- Death rate will increase by 2010 Where death will occur  Changes in traditional family unit Better educated consumer.  Religion and clergy Increase in alternative forms of disposition. Changes in merchandise and alternatives in traditional merchandise. Immigration factors.

410
Q

Regulatory changes in funeral licensing:

A

 Personnel recruitment and retention Increased in number of women in funeral service Improved funeral home operating efficiency Computerization Increase in number and holdings of acquisition companies Growing demand for pre-need service and pre-financing Funeral home as a resource center Aftercare service Possible changes in educational requirements for funeral service licensees

411
Q

o Forensically trained physiciano MD or DO (Doctor of Osteopathy)o Investigate questionable or unattended deaths.o Appointed.

A

medical examiner

412
Q

o Public officero Investigates questionable or unattended deaths.o Elected.o Often funeral director.

A

coronerjustice of the peace (JP)

413
Q

within a state – private carrier needs report of death

A

Intrastate

414
Q

between states - private carrier needs burial transit permit

A

Interstate

415
Q

“Forwarding” funeral home prepares remains for transfer to “receiving” funeral home.Within a state between two or more statesState laws dictate proper procedures

A

Forwarding remains

416
Q

Preparation of remains

A

Unembalmed vs. embalmedCasketed vs. uncasketed - Varies with circumstance of deathFamily wishes / Method of transferPayment for service and merchandiseArranged between forwarding and receiving funeral home.Full payment by familyCash advance item paid by receiving funeral home

417
Q

Receiving remains

A

Service and merchandise of “receiving” funeral home.Varies with those provided by “forwarding” funeral home.Family wishes

418
Q

any carrier required by law to convey passengers or freight without refusal if approved fare or charge is paid. Airline, train, etc.

A

Common carrier

419
Q

considerations for common carrier

A

Most require embalming / remains in sealed containerUse of appropriate transfer containerCheck prior to transferringDetermine specific requirements / Where to take remains for departureRetrieval at final destination / Cost and method of payment

420
Q

those who transfer only in particular instances and only for those with whom they choose to contact.Funeral home vehicles and livery.

A

Private carrier

421
Q

Preparation of remains

A

Determined by various factorsCause of death / Condition of bodyLength of shipping time – Common or private carrierStep to minimize shifting of remainsAppropriate transfer containerTies and packing materialRolled sheetsNo newspaper!!

422
Q

Steps to protect clothing and casket interior

A

Plastic around head and handsLower mattressSteps to minimize and prevent purge – ASPIRATE!!! ASPIRATE!!! ASPIRATE!!! Plastic around head.

423
Q

Outer enclosure utilized for protection of body and/or casketed remains during transportation.

A

Transfer container

424
Q

Transfer container consisting of a particle board box with a cardboard tray and covered to satisfy air shipping regulations. Transport the embalmed body.

A

Combination case

425
Q

Transfer container consisting of a wooden tray with cardboard covering for the casket.Transport embalmed or un-embalmed body.

A

Air tray

426
Q

Gasket-sealed container which can be used as an insert into a casket or a separate shipping container.

A

Ziegler case

427
Q

can be used for un-embalmed bodies and floaters

A

Metal case

428
Q

when transferring gasketed caskets via commercial airlines what should you remember

A

Remove cap over sealing mechanism and place in the interior or the casketAir pressure changes during takeoff and landing.Casket will implode! Or collapse on its self from external pressure.

429
Q

Paperwork and documentation for transfer of human remains

A

Burial-transit (disposition) permitCertified copy of death certificateEmbalming report – required for TEXASLetter of guarantee – guaranteeing payment by forwarding funeral home when shipping ‘Collect’ by common carrierOther paperwork required by law.

430
Q

where should paperwork and documentation

A

it should be placed on outer surface of transfer container.Name of decedent should be clearly visible.Additional items placed inside the casket like – Register book / prayer cards

431
Q

return decedent to country of origin

A

Repatriation

432
Q

Forwarding remains to another country

A

Notify consulate of receiving country.They provide information regarding policies, procedures and paperwork.Reference materials for foreign transfers: NFDA directory– Red book–Blue bookFollow all customs regulations.Comply with receiving country’s laws and rules.Remember differences in time zones– Time delays are common.Translate documents and verbal communication into language of the receiving country.Provide affidavit of “NO CONTAGIOUS DISEASES.” Varies from country to country, must be provided by doctor or country health official according to their requirements.Embalming certificate

433
Q

Receiving remains from another country.

A

U. S. citizen dies abroad.Consular officer from nearest U. S. Embassy or Consulate notifies U. S. State Department to contact family or their representative.Typically family is notified via cable (wired) message or telegram. Serves as official notification of death. Outlines options and costs of disposition.Disposition of body must follow laws and customs of host country.All costs paid by family of decedent. U. S. Government funds not available. U. S. State Department will assist with transmitting funds from family to Consular office The Consular office will disperse funds, provide an accounting, and disperse unused monies.U. S. style of embalming not practiced or required in most foreign countries.Preparation must conform to local laws and customs.Remains may not be suitable for viewing.If no one assumes financial responsibility, the U. S. Consul requests local foreign authorities to make appropriate disposition; according to local laws and customs of host country.

434
Q

sudden misfortune resulting in loss of life and/or property.

A

Disaster

435
Q

unforeseen combination of circumstances resulting in need for immediate action

A

Emergency

436
Q

Types of disasters

A

Naturalman made/ Human – responsibleCombination

437
Q

Hurricanes Floods Earthquakes “Acts of God”

A

Natural disasters

438
Q

Fires Transportation CrashesStructural collapses Nuclear accidentsExplosions Bombings

A

man made/ human responsible disasters

439
Q

Effects of natural and human responsible events.Airline crash during thunderstorm.

A

combination disasters

440
Q

Disasters vary according to:

A

Time / Size and scope / Damage / Injury / DeathDisruption of family and community

441
Q

potential victims

A

Those directly involved – Residents, those who lost homes, other personal possessions from flood or earthquake.

442
Q

a phenomenon experienced by survivors“Why me?” “Why didn’t I die?”

A

Survivor’s guilt

443
Q

Other potential victims

A

Those indirectly involved / surviving family member and friends.Disaster responders / firemen, police officers / doctors / nurses / fun. Dir. / clergy.Community where disaster occurred – students in school shootings, bombing in Ok City.

444
Q

Requires strategic planning – extremely importantOrganized care and preparation of deceased disaster victims.Multi-disciplinary approach.

A

Disaster response

445
Q

involves funeral directors/embalmersOther allied professionalsCertification of death – M.D.s / M.E.s, & JPs.Registration of death – Funeral DirectorFinal disposition – Funeral Director / Cemeterian / ClergyPhysician, medical examiner (top dog in charge), coroner, and Justice of the Peace – Certify DeathLocal registrar – death is registered by funeral director with the registrar and the burial transit permit is issued.Clergy / FD / Cemeterian – carry out the final disposition

A

Multi-disciplinary approach

446
Q

Organized 1990Any federally declared emergency situation13 emergency support functionsCreated the National Disaster Medical System (NDMS).

A

Federal Disaster Response Plan

447
Q

One of the 13 emergency support functionsEstablished disaster mortuary operational response teamsNDMS purpose is to recover, identify, prepare, process and dispose of fatalities in disaster situations.Under NDMS – Disaster Mortuary Operational Response Teams – DMORTs. Were established

A

National Disaster Medical Support (NDMS)

448
Q

10 Federal Emergency Management Agency (FEMA) districts in U.S.10 teamsProvide technical assistancePersonnel needed to recover, identify, process, prepare, and dispose of fatal victims.

A

Disaster mortuary operational response teams (D Mort)

449
Q

25 primary responders with 100 team members.Supervised by DMORT commander with unit coordinator.Pre-registered federal employees covered under Federal Tort Act.TORT ACT – maintain a mobile mortuary container depot oat Rockville, MD. These are self-sufficient morgues w/ 50 work stations, no charge to any disaster site in continental US.

A

DMORT teams

450
Q

Role of funeral service personnel

A

Provide support and assistance to DMORT team.Follow direction of DMORT commander and unit coordinator.Become trained member of a DMORT team.

451
Q

General concerns

A

Care for survivors - Protect disaster site for investigation.Mark and record location of remains.Debrief and counsel disaster workers.

452
Q

Specialized activitiesRelated to general concerns:

A

Communications Notification IdentificationDistribution Consolation

453
Q

Federal, state, and local concerns

A

Legal considerationJurisdiction over disaster areaResponsibility for disaster area

454
Q

Financial considerations

A

Who will pay?FederalStateLocalPrivate

455
Q

administration of a funeral home enterprise

A

Funeral service management

456
Q

Areas of management:

A

Marketing/ Office/Personnel/Facilities/Financial

457
Q

Primary objective of funeral home management is to

A

Fulfill needs of client families and community resulting from death.

458
Q

Secondary objective of funeral home management is to

A

Ensure that funds are available to Pay expenses, Provide reasonable return on investment (ROI) and Make capital improvements

459
Q

Expenses

A

“Overhead” (Cost of doing business)/Salaries/Building (maintenance of building and grounds)/Utilities / Supplies

460
Q

Make profit/True for any business/Not a “four-letter word”

A

Return of investment (ROI)

461
Q

putting money back in your businessSpending large sums of money for Building, Equipment, Furnishings, and Livery

A

Capital improvements

462
Q

Functions of management

A

Planning/Organizing/Directing/Evaluating

463
Q

(personal life & business) determining in advance what needs will be accomplished in order to achieve a particular goal

A

planning

464
Q

Steps in the planning process

A

Establish a mission statement / Set goals and objectivesFormulate strategy for meeting goals and objectives

465
Q

What is the ultimate purpose of the funeral home business and the efforts of its employees? Typically, states the reasons for the organizations existence, products and services offered, clientele served, areas of specialization

A

Mission statement

466
Q

(dreams to achieve) - Broad statement about what an organization wants to achieve. Stated in general terms without reference to a time period (Not time specific)/ Motivational in nature.

A

goals

467
Q

Specific statements of tasks to be completed.Specific or anticipated date(s) for completion.Measurable to determine if objectives have been or are being met

A

objectives

468
Q

an objective completed within one to five years

A

short term

469
Q

an objective completed in five years or longer

A

long term

470
Q

Strategy for achieving goals and objectives

A

How / When / Who / Where / WhatFor meeting established goals and objectives

471
Q

Functions of management

A

Planning/Organizing/Directing/Evaluating

472
Q

Arranging and distributing work among members of an organization.Coordinating how, when, and where actions will occur.Coordinating group work (tasks) into logical patterns.

A

organizing

473
Q

Guiding and supervising activities of an organization. Implementing and executing planned activities. Determining staff responsibilities

A

Directing (Actuating)

474
Q

Comparing organizational and individual performance with predetermined standards or expected results. Controlling and evaluating performance in terms of goals and objectives.Reformulating goals and objectives as needed

A

Evaluating (Controlling)

475
Q

“Let the seller beware.”

A

“caveat venditor”

476
Q

“Let the buyer beware.”

A

“caveat emptor”

477
Q

Client families and community – Ten factors:

A

(1) Funeral service management is more service than product orientated.(2) Greater emphasis is placed on social responsibility and satisfying needs of client families.(3) Funeral service management deals with a client - caregiver relationship rather than a strict “buyer-seller” relationship.(4) Funeral service practice supports the management concept of “caveat venditor” “Let the seller beware.” Rather than “caveat emptor” “Let the buyer beware.”(5) Funeral service management views the role of its practitioners with consumers as more personal, more advisory, and more confidential than do other managerial groups.(6) Funeral service manager is obligated to provide all client families with knowledge and options to make informed choices.(7) Responsibility of the funeral service manager often includes serving the total community while meeting particular needs of a client family.(8) Funeral service manager has an obligation to assist those community education programs related to death, grief, bereavement, funeral rites, and recovery.(9) In public relations, the funeral service manager has the responsibility to provide the type of advertising and informational programs that will reflect professionalism.(10) Funeral service practice differs from other managerial areas in that total service of the firm should be available to those of every economic, social, and political circumstance.

478
Q

Motivating people in organizations to develop team work which effectively fulfills their needs and achieves organizational objectives

A

Human relations

479
Q

Energizing, channeling & sustaining people’s beh

A

Motivation

480
Q

Who studied the theories of motivation

A

Abraham Maslow Frederick Herzberg Douglas McGregor

481
Q

“Hierarchy of needs”From lowest to highest

A

Physiological Security Belongingness and love Esteem Self-actualization

482
Q

need for air, water, food and sex for procreation

A

Physiological

483
Q

need for safety, order, freedom, from fear or threat

A

Security

484
Q

the need for love, affection, feeling of belonging & human contact

A

Belongingness and love

485
Q

need for self-respect, self-esteem, achievement & respect from others

A

Esteem

486
Q

need to grow, to feel fulfilled, to realize one’s potential

A

Self-actualization

487
Q

Workplace can fulfill different needs at each level. Fulfillment of needs by management should motivate individuals to be better employees

A

Abraham Maslow

488
Q

“Two factor theory” Man has two sets of needs

A

Frederick Herzberg –

489
Q

Frederick Herzberg – “Two factor theory”

A
  1. Avoid pain and satisfy basic needs.2. Achieve and experience psychological growth.
490
Q

Factors related to job satisfaction

A

Motivators – intrinsic from within factors, facilitate, satisfaction, seek recognition, achievement, responsibility, advancement.Hygiene – extrinsic (external, outside) – factors which facilitate dissatisfaction – company policy, supervisor, inadequate salary, working conditions in adequate.

491
Q

Job satisfaction and dissatisfaction are separate dimensions.Improving hygiene will make work more tolerable.Enhancing motivators will increase job satisfaction and productivity.

A
492
Q

“Theory X” “Theory Y”

A

Douglas McGregor

493
Q

theory that people are self-centered, lack ambition, and inherently dislike work. Most people have to be coerced, threatened with punishment to perform effectively. They avoid responsibility, seek security, lack creative ability and are resistance to change

A

“Theory X”

494
Q

theory that people enjoy work, will work toward organizational goals and objectives, and become committed based on rewards associated with achievement. Physical and mental effort in work is natural. These folks exercise self- direction & self-control in the service of objectives. Commitment to objectives is a function of the rewards associated with achievement. The average person learns, under proper conditioning to accept & seek responsibility. People have a higher degree of imagination & creativity

A

“Theory Y”

495
Q

The theory adopted by management determines:

A

Level of motivation Job satisfaction Productivity

496
Q

what does the motivation process do

A

 Determine objectives and purpose Understand employee wants and needs Communicate with employees Integrate employee - firm interest Provide auxiliary conditions

497
Q

Everyone working together as members of a team.Coordination of time, ability, and effort

A

TEAM concepts

498
Q

Efforts of all members of an organization are directed to insure quality in production of goods and services.

A

Total Quality Management (TQM)

499
Q

Responsibilities of the manager

A

 Develop employee participation Manage change Understand human relations Create a viable and workable organization Communicate effectively Demonstrate effective leadership Seek knowledge in managerial concepts, apply them.

500
Q

Liabilities of management

A

Legal Principal and agentEmployer and employee

501
Q

financial responsibility of manager

A

Reimbursement Indemnification - losses above and beyond

502
Q

Other funeral professionals are colleagues rather than competitors.Relationship should encourage interaction and professional growth.

A

Professional associates within funeral service

503
Q

Facilitate communications and an understanding of funeral service.Interaction should reflect social responsibility.Service to client families and community.

A

Professional associates among allied professionals

504
Q

Areas of management:

A

 Human resources Financial Marketing Facilities Office

505
Q

process of acquiring, training, developing, motivating, appraising and retaining a sufficient quantity of qualified employees to perform necessary activities.Developing activities and an organizational climate conducive to maximum efficiency and worker satisfaction. Personnel management

A

Human resources management

506
Q

hiring practices

A

 Advertising a job without discrimination. Use of reference Interview procedures New employee orientation

507
Q

Prohibits discrimination based on Race, Color, Religion, Sex, Pregnancy or National Origin.

A

Civil Rights Act of 1064 as amended in 1972 & 1978

508
Q

Prohibits discrimination for individuals over 40 years of age.

A

Age Discrimination in Employment Act of 1967

509
Q

prohibits discrimination in pay based on sex

A

Equal Pay Act 1963

510
Q

prohibits discrimination based on handicap

A

Rehabilitation Act of 1973

511
Q

prohibits discrimination against any qualified individual with a disability.

A

***Americans with Disabilities act of 1990

512
Q

Laws Effecting Employment Practices:Avoiding discrimination against:

A

 Hiring Promotion Operations of the business Assignment of duties of the employees, and  with client families

513
Q

Types of discrimination

A

 Racial  Ethnic  Gender Age  Marital status Religion  Sexual orientation

514
Q

Most effective method of ensuring all employees know & understand policies & procedures of business. Important to all employees Includes work practices and policies Philosophy and mission statement

A

Personnel Manual

515
Q

benefits

A

 Health, dental, and life insurance Vacation and sick time Retirement

516
Q

compensation

A

 Salary  Compensatory time

517
Q

Typically 90 days from date of hire. Includes initial performance review

A

Probation period

518
Q

Physical examinations

A

New employees to determine pre-existing conditionsCurrent employees to maintain healthRelated to OSHA requirements

519
Q

Staff communications:

A

 Organization of the firm  Table of organization (organizational chart) Lines of communication  Assignment of duties

520
Q

Responsibilities of personnel

A

 Personal conduct Appearance and proper attire- Appropriate to duties being performed- Conform to local customs RURAL vs. URBAN

521
Q

Staff development:

A

 Professional growth  Continuing education

522
Q

Retaining employees

A

 Job turnover is very costly- Indirect costs associated with interviewing and training- Indirect costs of disrupted work and idle equipment Effective management- Positive employer - employee relationships will ensure/enhance employee retention

523
Q

Important considerations in retaining employees

A

 Communication Use of employee manual Involvement in the decision making process Recognition and reward Private criticism or reprimand

524
Q

Twelve guidelines- employee relations

A
  1. Identify the behavior, direct criticism at action – not the person2. Specific Criticisms – “You missed the March 15th deadline for your report.”3. Can the behavior be changed? (Foreign accents, baldness etc. not changeable.)4. Use “I” & “we” to stress you want to work out the issue, rather than making threats.5. Make sure the other person understand the reason for criticism.6. Don’t belabor the point. Short & Sweet, no lectures.7. Offer incentives for changed behaviors. Offer to help the person correct the problem.8. Don’t set a tone of anger or sarcasm. Both are counterproductive.9. Show understanding for his or her feelings.10. When documenting criticisms, cool down before writing the letter or memo. Be sure on the person it is intended for see it.11. Start off by saying something good.12. At the end, reaffirm your support and confidence in the person.
525
Q

Efficient utilization and adequate regulation of assets, revenue, expenditures, and capitol rights.Accounting system Budgeting Establishment of prioritiesManagement of capitol

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Financial management

526
Q

Management of assets and liabilities which includes:

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 Cash flow  Accounts Receivables (money owed to you)  Inventory  Fixed assets (long term investments in your business)

527
Q

Financial management monitoring to include:

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 Cost analysis  Price structure re-evaluation  Financial ratios (assets vs. liabilities, expenses vs. revenues)

528
Q

Process of planning and executing development, pricing, promotion, and distribution of an organization’s goods and services

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Marketing management

529
Q

Marketing mix and merchandising

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ProductDistributionPricePromotion

530
Q

Art of making the public aware of service or commodities that a business has for sale.

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Advertising

531
Q
  • inducing the public to have a positive feeling about a particular business.
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Customer relations Public relations -

532
Q

Obtaining and maintaining of adequate work space and funeral equipment.

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Facilities Management

533
Q

Facilities and equipment requirements

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State licensing laws of TEXASMust meet fire and safety, health ordinancesAt least one motorized funeral coach, does not mention it has to be in operating condition.Display room with minimum 5 adult caskets, must be at least 2 full sizes.Americans With Disabilities Act (ADA) – parking spaces, wheelchair accessible, RR, H2O Fountains, seating the chapel made available, telephone.

534
Q

Administration and supervision of office duties and functions

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Office management

535
Q

Deal positively with the changes occurring within the profession.  Conduct and care for the dead & the grieving in the most supportive and help manner. Hallmark in the American Funeral Service to survive the 21st Century is to care for the dead and serve the living in a way that enhances the dignity of the mankind.

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New Philosophy in funeral service

536
Q

Enter 21st Century kicking, screaming & holding onto practices we have clung to for the last 100 years

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Old Philosophy in funeral service

537
Q

Future trends in funeral service:

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 Population and death projections - Life expectancy doubled the last 90 years- Fastest growth of people those over 80 years of age- Death rate will increase by 2010 Where death will occur  Changes in traditional family unit Better educated consumer.  Religion and clergy Increase in alternative forms of disposition. Changes in merchandise and alternatives in traditional merchandise. Immigration factors.

538
Q

Regulatory changes in funeral licensing:

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 Personnel recruitment and retention Increased in number of women in funeral service Improved funeral home operating efficiency Computerization Increase in number and holdings of acquisition companies Growing demand for pre-need service and pre-financing Funeral home as a resource center Aftercare service Possible changes in educational requirements for funeral service licensees