Packet- First Call Procedure

Question 1

The rqest, usually made by a surviving family member, for a funeral home to transfer a deceased from the place of death to the funeral home and for the funeral home to carry out the wishes of the next of kind regarding funeral services and disposition.

Answer 1

First Call

Question 2

Usually occurs 98% of the time by telephone and 2% on a face to face basis (walk-in). Develop a warm, friendly attitude towards the family at the first meeting. First Impressions are lasting and powerful.

• Determine NOK or PRD
• Comfort the family according to the individual needs of the bereaved.

Answer 2

Initial Contract with the Family or Their Representatives Following Death

Question 3

• Number of extensions should be such that a phone will not ring beyond three rings.
• Utilize an outside bell

Answer 3

Planning Location of Telephones

Question 4

Emphasize use of telephone etiquette:

• When to answer, promptness
• Avoid a noisy background for incoming calls
• First call sheets and pens
• Who answers the phone?
• Conversational guidelines
• Closing the conversation

Answer 4

Instructing Staff in the use of the Telephones

Question 5

Never on the first ring and never beyond the third ring. Most professionals feel the second ring is the proper time. Avoid hastily snatching the receiver from the cradle and when answering courtesy, dignity, understanding and sympathy should be conveyed. Take your time- don’t rush.

Answer 5

When to Answer (Promptness)

Question 6

Those calling a funeral home do not want or expect to be greeted with loud music, television, radio, loud talk or the sounds of embalming apparatus.

Answer 6

Avoid a Noisy Background for Incoming Calls

Question 7

Should be located and every extension.

Answer 7

First Call Sheets and Pens

Question 8

Only those that have been professionally trained for funeral service. Answering service may or may not be appropriate.

Answer 8

Who Answers the Phone?

Question 9

• Opening
• Voice

Answer 9

Conversational Guidelines

Question 10

State the name of the firm completely and identify who you are. Never open with hello, good morning, evening, thank you for calling, etc.

Answer 10

Opening

Question 11

• Quality and tone of voice
• Pronunciation
• Avoid impatience or the impression of being in a hurry.
• Diction
• Loudness

Answer 11

Voice

Question 12

The funeral director’s tone of voice should be sympathetic yet professional, not overly sad, forlorn, or cheerful. It should have some inflection to avoid sounding monotonous or bored.

Answer 12

Tone of Voice

Question 13

The speend of the funeral director’s conversation should be slightly slower than that of a normal telephone conversation.

Answer 13

Speed and Questions and Pronunciation

Question 14

The voice should be clear and crisp. The telephone should not be answered if the person answering is eating, drinking, or chewing gum.

Answer 14

Diction

Question 15

The voice should not be so loud that it is offensive or disturbing to the caller, yet it should not be so quiet or soft that the caller has to strain to hear or frequently ask the funeral director to repeat himself.

Answer 15

Volume

Question 16

It is just as important to project a professional, sensitive and empathetic image over the phone as it is in person. You want the caller to feel secure and comforted. The beginning of a relationship of trust starts with the image you project during the telephone call.

Answer 16

Phone Image

Question 17

• If a house call, give the family the approximate tie of removal. If an institution, assure the family you will call the institution and initiate the process.
• Do not end the conversation with thank you.
• Permit the caller to hang up first
• Ideally, call the family to set up an arrangement conference after you have seen the deceased.

Answer 17

Closing Conversation

Question 18

• Obtain only those necessary items of information
• First call sheet information
• Call from another funeral home

Answer 18

Training Personnel in Obtaining Necessary Information Upon Initial Notification of Death

Question 19

The rest of the information can be obtained at the arrangement conference.

Answer 19

Obtain Only those Necessary Items of Information

Question 20

• Date of call
• Time of call
• Name of person calling- correctly spelled and relation to deceased
• Where they are calling from
• Phone number of where they are calling from
• Name of deceased
• Location of deceased
• Next of kin (PRD)
• Phone number of next of kin
• Is the family waiting for us?
• Has the doctor been there to pronounce death
• Is the body released- ready to be picked up?
• Name of doctor, phone number, date and time of death (if practical)
• Name of the person who took the call

Answer 20

First Call Sheet Information

Question 21

This can also pronounce death.

Answer 21

Hospice

Question 22

• Name, address and phone number of the primary right of disposition to grant permission for removal and embalming.
• Order of release
• Call institution for release information
• Location of deceased at institution
• Is the death certificate signed? Usually no

Answer 22

Information Added to First Call Sheet if Other than Home Removal

Question 23

In some states, a form is required to be signed by the person with primary right of disposition (New Jersey, Maryland).

Answer 23

Order of Release

Question 24

• Name of deceased
• Location of deceased
• Name of funeral home
• Name of funeral director (contact person)
• Address of funeral home
• Phone number of funeral home
• Fax number of funeral home
• Embalming? Transportation requirements

Answer 24

Call For Another Funeral Director (Trade Call)

Question 25

One copy of the first call sheet stays at the funeral home, the other to the removal team.

Answer 25

Record of Conversation

Question 26

Be sure that he or she is qualified to give permission for release of the deceased from the hospital to your funeral home.

Answer 26

Identify the Person Holding Primary Right of Disposition

Question 27

Be sure this is from proper authorities, especially in medical-legal cases.

Answer 27

Release

Question 28

Notify this person at the time of death as a public relations gesture and if it is the wishes of the family (not done as much presently).

Answer 28

Clergy

Question 29

The age should be asked to avoid any misunderstanding.

Answer 29

Age of Deceased

Question 30

Most hospitals will not allow the funeral home to transfer the deceased without this form being signed. If the family did not sign one at the health care facility, the funeral director may have to take one tothe family to sign before the removal is made.

Answer 30

Release

Question 31

The law requires that permission for this must be received before it can begin. This is often done during the first call. Each person has his or her own unique way of asking. You should be prepared to explain what it is and why you want to do it, if the family has questions.

Answer 31

Permission to Embalm

Question 32

The Routine Referral Act requires that hospitals contact the organ procurement organization (OPO) and tissue and eye banks about each death, or pending death, that occurs in the hospital. If the person is eligble for donation, the OPO must offer the family the opportunity to donate. In some areas the OPO has authority to place a hod on the release of the deceased until the family has been contacted. In these instances the funeral home will have to contact the organ or tissue agency to check on when the deceased body will be released.

Answer 32

Organ and Tissue Donation

Question 33

• Treat the caller as if he was the NOK
• Clarify if the NOK gave the caller permission to contact the funeral home. Name and phone number of NOK should be obtained.
• Domestic partner rule- must be addressed by funeral director.
• Get the name, phone number, and relationship of the person who will be in charge of the arrangement and tell the caller you will be calling that person unless the family has said not to call them back.

Answer 33

If the Caller is Someone Other than the Family Member