Commonwealth 2nd Quarter > Mortuary Admin Exam 1 > Flashcards

Mortuary Admin Exam 1 Flashcards

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1
Q

Introduction

A
  • At Need funeral procedures
  • Notification of Death
  • Transfer of remains
  • Arrangement conference
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2
Q

Notification of Death

A
  • “First Call”
  • 98% are by telephone
  • 2% are in person
  • Importance of telephone etiquette
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3
Q

Answering the Telephone

A
  • Salutation should be
  • Name of funeral home and your name
  • Example: “Wright Funeral Home, Jim Wright speaking”
  • Avoid “good morning”, “good afternoon”, and “good evening”
  • Follow funeral home policy
  • “May I help you?”
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4
Q

Voice: Quality and Tone

A
  • Not overly cheerful
  • Not sad or forlorn
  • Avoid sounding monotone, bored, or impatient
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5
Q

Voice: Diction

A
  • Speak clearly and crisply
  • Enunciate (pronounce)
  • No food, gum, or candy in mouth
  • Eating or drinking creates poor diction
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6
Q

Voice:Pronunciation

A
  • Speak at moderate pace
  • Pronounce words correctly
  • Especially when firm uses multiple names
  • “Gantner- Maison- Domergue- H.F. Suhr Co.- Carew & English Funeral Home”
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7
Q

Voice: Volume and Pitch

A
  • Not loud that it is offensive
  • Not so quiet the caller has to strain to hear
  • Minimize background noise
  • Background noise distracts caller and employee
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8
Q

Closing the Call

A
  • State approximate arrival time
  • Avoid “We will be right there!”
  • Assure caller of continuing assistance
  • Encourage calls for any questions or concerns
  • “Permit caller to end conversation”
  • Avoid saying “thank you”
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9
Q

Obtaining Information

A
  • Only basic information
  • Needed to transfer remains to funeral home
  • Depends on location of body
  • Circumstances of death
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10
Q

Death at a Private Residence

A
  • Name and age of decedent
  • Date and time of death (if known)
  • Address and location of residence (Directions if necessary)
  • Residence telephone number
  • Name, relationship, and telephone number of caller
  • Presence of law enforcement personnel
  • Has physician, medical examiner, or coroner been notified?
  • Has body been “released”?
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11
Q

Medical Examiner

A
  • Forensically trained physician
  • M.D. or D.O.
  • Investigates questionable or unattended deaths
  • Appointed
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12
Q

Coroner (Justice of Peace)

A
  • Public officer
  • Investigates questionable or unattended deaths
  • Elected
  • Often funeral director
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13
Q

Death at a Private residence

A
  • Permission to embalm
  • From individual with right of final disposition
  • Is family ready for funeral home personnel to arrive?
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14
Q

Death at an Institution

A
  • Hospital, nursing home, or hospice
  • Name/ address of the institution
  • Name and birth date of decedent
  • Date, time, and place of death
  • Caller’s name, title, and phone number
  • Name, address, & phone no.- attending physician
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15
Q

Important Questions

A
  • Autopsy?
  • Release of remains?
  • Time?
  • Availability of refrigeration?
  • Entrance to institution?
  • Personnel to contact?
  • Removal procedures?
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16
Q

Death at an Institution

A
  • Name of spouse
  • Next-of-kin
  • Relationship to decedent
  • Address
  • Telephone number
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17
Q

Record of Death Notification

A
  • Accurate, complete, and legible
  • “First Call Form” is recommended
  • First Call Form:
  • Original remains at funeral home
  • Photocopy with transfer personnel
  • Date, time, and name of person taking call
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18
Q

Transfer of Remains

A
  • Moving the dead human body from the place of death to the funeral home or other designated place
  • Removal
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19
Q

Transfer Vehicle

A
  • Automobile generally used for transporting the uncasketed dead human body from the place of death to the funeral home
  • FIRST CALL CAR
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20
Q

Types of Vehicle

A
  • Available livery
  • Location and age of decedent
  • Local customs
  • Funeral home policy
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21
Q

Casket Coach

A
  • Recognition and “advertising”
  • Name plates
  • Professional
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22
Q

Station wagon, van, or suburban

A
  • Private”
  • Not as obvious
  • Viewed as less personal
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23
Q

Transfer Personnel

A
  • How many staff members?
  • Licensed or unlicensed personnel?
  • Depends on state laws
  • Funeral home policy
  • Minimum of two for home removals
  • Special circumstances may require additional personnel
  • “Floater”, obese, auto accident, ect.
  • One to two for institutional setting
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24
Q

Transfer Equipment & Accessories

A
  • COT
  • “ONE-MAN” mortuary cot
  • Collapsible or flexible stretcher
  • “Smooth mover”
  • Other assistance devices
  • Cloth or leather straps
  • Sheets (cloth and plastic)
  • Cot cover
  • Pillow and head block
  • Body bag
  • Disaster pouch (Vinyl, Zippered, Leak-proof)
  • Personal Protective Equipment (Gloves, masks, sleeve covers, aprons, eye protection)
  • Mentholatum or Vicks ointment (Masking odors)
  • Sanitary accessories (towel, disinfectants, deodorizers, cleaning supplies, plastic bags)
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25
Cot
* Portable stretcher * Used in ambulance or transfer vehicle * For moving the sick, injured, or deceased
26
Infant Transfer Equipment
* Baby blanket * Bassinet * Infant carrier * Small rubber or plastic sheet
27
All transfer equipment and accessories should be?
* Neat * Clean * Proper working condition
28
Personal Appearance of Transfer Personnel
* Clean and neat * Conservative attire is best * Conformity with local customs and traditions * Rural vs. Urban location * Shirt and slacks vs. suit and tie
29
Transfer from Residence
* Funeral director goes to the door * Other stays with transfer vehicle * Varies with local customs and/or funeral home policy * Funeral director introduces self * Visits with the family * Views specific location of decedent * Determines equipment needs * Moving furniture * Explain all transfer procedures to the family * Some watch and assist or wait in another room * Follow funeral home policy * Consider local customs * Bring cot and equipment into the residence * Be careful not to dirty carpet, scratch walls, doorways, ect. * Use PPE’s * Practice UNIVERSAL PRECAUTIONS * Place ID on remains * Check for dentures and valuables * Wrap body in a sheet * Use assistance devices * Move body to cot * LIFT WITH LEGS!!! * Keep back straight and upright * Secure safety straps * Position head, body and cover with cot cover * Straighten and tidy room * Move cot to transfer vehicle * Return moved furniture back to original position
30
Funeral director talks to family before departing
* Confirm written permission to embalm with person with right of disposition- spouse or next of kin * Name of clergy person * Time for arrangement conference * Items to bring to funeral home
31
Items needed for arrangement conference
* Social security number * Veterans information (DD-214 Service Record) * Vital statistics information * Parent’s names; place of birth; survivors; social organizations * Clothing, undergarments, jewelry * Recent photograph * Insurance information * Cemetery information and deed
32
Why a licensed funeral director is required for transfer/removal at residence
* For any discussions about prices * Professional services and/ or merchandise * Give GENERAL PRICE LIS (GPL) * Required by FTC FUNERAL RULE * Triggering event
33
Transfer from Institution
* Similar procedures * One or two staff members * Verify identity of decedent by bracelet or institution personnel * Get copy of admission sheet, if possible * Family may be present * Follow institutional procedures
34
Arrangement Conference
• The meeting between the funeral director and client family during which funeral arrangements are discussed and finalized
35
Arrangement conference includes
* Family * Clergy * Funeral director
36
Funeral director coordinates
* Family’s wishes * Religious traditions * Legal requirements * Local customs
37
Arrangement Conference Processes
* Distribution of price lists * Method of final disposition * Funeral details and special requests * Selection of merchandise * Financial arrangements * Completion of paperwork
38
Distribution of Price Lists
* Federal Trade Commission’s Funeral Rule * “Triggering event” * General Price Lists * Casket Price List * Outer Burial Container Price List
39
General Price Lists (GPL)
* Lists fees for professional services * Prices for funeral merchandise * Must be given to family for their retention * Before discussing any prices * Sign form stating receipt of GPL * Includes the following packaged item: * Receiving remains * Forwarding remains * Direct Cremation * Immediate Burial * Note: * No packaged item is required for body donation
40
Casket Price List
* Prices and descriptions * All caskets and alternative containers * Available for sale at the funeral home * Distributed prior to discussing casket prices * Funeral home may retain
41
Outer Burial Container Price List
* Prices and descriptions * All outer burial containers * Vaults and grave liners * Distributed prior to discussing prices * Funeral home may retain
42
Method of Final Disposition
* Burial * Entombment * Cremation * Donation (anatomical donation) * Disposition or burial at sea
43
Specific location of final disposition
* Cemetery * Mausoleum * Crematory * Medical school/medical facility * Waterway (as allowed by law)
44
Opening and Closing charges
* Verify current charges * Extra charges for weekends or holidays * Outer burial container requirements
45
Types of Available Services
* Funeral service * Memorial service * Immediate or direct disposition * Graveside * Cremation
46
Funeral Service
* Rites held at the time of disposition of human remains with the body present * Traditional * Adaptive or non-traditional * Contemporary * Humanistic
47
Traditional Funeral Rite
* Embalming * Viewing/ visitation * Funeral service * Procession * Committal service * Final disposition
48
Adaptive Funeral Rite
* Funeral rite that is adjusted to needs and wants of those directly involved * One which has been altered to suit the trends of the times * NON-TRADITIONAL
49
Contemporary Funeral Rite
• Funeral observances that reflect present day (modern) influences in lieu of (or in addition to or as part of) traditional ceremonies
50
Humanistic Funeral Rite
* Funeral rite that is in essence devoid of or no religious connotation * No mention of a god, deity, or higher power * No scripture readings or hymns
51
Memorial Service
* Funeral rites with the body not present * MEMORIAL GATHERING * Scheduled assembly of family and friends following a death
52
Immediate or Direct Disposition
* Immediate burial * Direct cremation * Immediate entombment
53
Immediate Burial
* Occurs as soon as possible after death | * Typically no embalming or other preparation of remains
54
Direct Cremation
* Occurs as soon as possible after death | * Typically no embalming or other preparation of remains
55
Immediate Entombment
* Occurs as soon as possible after death * Typically no embalming or other preparation of remains * Usually requires sealing/ protective casket * Contain body fluids and odors
56
Graveside
* Brief service held only at the graveside | * Typically with minimal or no viewing of the body prior to the service
57
Cremation
* Reduction of a dead human body to inorganic bone fragments by intense heat in a specially designed retort or chamber * Simply a method of final disposition * Can use after any type of funeral service
58
No matter what type of service selected it is important to determine and set
Date, time, and location of the service
59
Consult and finalize details with
* Clergy * Officiant * Cemetery personnel * Other participants * Musicians * Pallbearers * Fraternal Organizations
60
Casket Bearer Information
* Active casket bearers * Minimum of six * Honorary casket bearers * If family cannot list casket bearers * Ask to provide information when available
61
Additional Funeral Details
* Any special requests * Items at visitation or service * Speakers * Readings * Music * Fraternal or military ceremonies
62
Selection of Merchandise
* Caskets and alternative containers * Outer burial containers * Urns * Clothing * Sundry items: * Register book, service folders, prayer cards, acknowledgment cards
63
Flowers
* Purchased by the family * Or by the funeral home (cash advance) * Funeral home florist * Or family’s choice
64
Types of Floral Arrangements
* Casket spray * Family or end pieces * Special floral arrangements * Corsage, boutonniere, wreath, ect.
65
Financial Arrangements
* Explain expenses and charges for professional fees * Funeral service and related merchandise * Includes sales tax for merchandise items
66
Non-Declinable Charges
* Fee for “Basic Services of the Funeral Director and Staff” which consumers must pay as a condition of receiving funeral services * Includes basic services and overhead * Not itemized elsewhere on the GPL
67
Declinable Charges
* All other fees which consumers may decline and still receive funeral services * All declinable charges are ITEMIZED on the GPL
68
Cash Advances
• Any item of service or merchandise described to a purchaser as a “cash advance,” “accommodation,” “cash disbursement,” or similar term
69
Cash advance includes fees for
* Cemetery or crematory services * Casket bearers * Public transportation * Police escort services * Clergy honoraria * Musicians or singers * Flowers * Obituary notices * Gratuities * Death certificates
70
Methods of Payment
* Immediate or delayed * Final payment due date * Interest charges * Cash, check, or credit card
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Insurance assignment
• Assigning payment of life insurance or other death benefits directly to the funeral home for payment of the funeral bill
72
Legal Forms and Paperwork
* Accuracy important * Most forms are legal documents that are necessary for life insurance and numerous other death-related purposes * Life insurance * Financial matters * Estate concerns
73
Forms and Paper work should be
* Legibility important * All forms should be typed * Typing required for most forms * Signatures on all forms should be in BLACK INK * Texas law allows blue ink for death certificates
74
Death Certificate
• A legal document containing vital statistics, disposition, and final medical information pertaining to the deceased
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Vital Statistics
* The collection, tabulation, and interpretation of data concerning birth, marriage, divorce, sickness, and death * Provided by the Informant
76
Informant
* One who supplies the vital statistics information concerning the deceased * Typically the spouse or next-of-kin * Any individual with required information
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Vital Statistics Information
* Full Name * Birth date * Location * Parents (mother’s maiden) * Home address * Marital status * Spouse (maiden) * Occupation * Veteran status * Ethnic background
78
Medical Certification
* Cause of death * Manner of death * By proper authority * Medical Doctor (MD) * Doctor of Osteopathy (DO) * Medical Examiner (ME) * Coroner * Justice of the Peace (JP) * County Judge (Texas)
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Medical Certification
* Based on cause of death * Circumstances surrounding the death * Jurisdiction where death occurred
80
Funeral Director Information
* Name and address of funeral home * Funeral director’s signature * Licensee’s and/or firm’s number * Method, date, and place of final disposition * Some states require embalmer’s information (Missouri)
81
Registrar's Information
* State or local registrar of vital records * Registration district in which death occurred or body was found (Texas) * Filed by 10th day after date of death (Texas) * Fetal Death is 5 days from date of death (Texas)
Commonwealth 2nd Quarter
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