2nd Quarter- MORTUARY ADMINISTRATION Exam 4 Flashcards Preview

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Flashcards in 2nd Quarter- MORTUARY ADMINISTRATION Exam 4 Deck (126):
1

within a state – private carrier needs report of death

Intrastate

2

between states - private carrier needs burial transit permit

Interstate

3

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

Forwarding remains

4

Preparation of remains

Unembalmed vs. embalmed
Casketed vs. uncasketed - Varies with circumstance of death
Family wishes / Method of transfer
Payment for service and merchandise
Arranged between forwarding and receiving funeral home.
Full payment by family
Cash advance item paid by receiving funeral home

5

Receiving remains

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

6

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

Common carrier

7

considerations for common carrier

Most require embalming / remains in sealed container
Use of appropriate transfer container
Check prior to transferring
Determine specific requirements / Where to take remains for departure
Retrieval at final destination / Cost and method of payment

8

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

Private carrier

9

Preparation of remains

Determined by various factors
Cause of death / Condition of body
Length of shipping time – Common or private carrier
Step to minimize shifting of remains
Appropriate transfer container
Ties and packing material
Rolled sheets
No newspaper!!

10

Steps to protect clothing and casket interior

Plastic around head and hands
Lower mattress
Steps to minimize and prevent purge – ASPIRATE!!! ASPIRATE!!! ASPIRATE!!! Plastic around head.

11

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

Transfer container

12

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

Combination case

13

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

Air tray

14

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

Ziegler case

15

can be used for un-embalmed bodies and floaters

Metal case

16

when transferring gasketed caskets via commercial airlines what should you remember

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

17

Paperwork and documentation for transfer of human remains

Burial-transit (disposition) permit
Certified copy of death certificate
Embalming report – required for TEXAS
Letter of guarantee – guaranteeing payment by forwarding funeral home when shipping ‘Collect’ by common carrier
Other paperwork required by law.

18

where should paperwork and documentation

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

19

return decedent to country of origin

Repatriation

20

Forwarding remains to another country

Notify consulate of receiving country.
They provide information regarding policies, procedures and paperwork.
Reference materials for foreign transfers: NFDA directory-- Red book--Blue book
Follow 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

21

Receiving remains from another country.

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.

22

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

Disaster

23

unforeseen combination of circumstances resulting in need for immediate action

Emergency

24

Types of disasters

Natural
man made/ Human – responsible
Combination

25

Hurricanes
Floods
Earthquakes “Acts of God”

Natural disasters

26

Fires Transportation Crashes
Structural collapses Nuclear accidents
Explosions Bombings

man made/ human responsible disasters

27

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

combination disasters

28

Disasters vary according to:

Time / Size and scope / Damage / Injury / Death
Disruption of family and community

29

potential victims

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

30

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

Survivor’s guilt

31

Other potential victims

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.

32

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

Disaster response

33

involves funeral directors/embalmers
Other allied professionals
Certification of death – M.D.s / M.E.s, & JPs.
Registration of death – Funeral Director
Final disposition – Funeral Director / Cemeterian / Clergy
Physician, medical examiner (top dog in charge), coroner, and Justice of the Peace – Certify Death
Local 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

Multi-disciplinary approach

34

Organized 1990
Any federally declared emergency situation
13 emergency support functions
Created the National Disaster Medical System (NDMS).

Federal Disaster Response Plan

35

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

National Disaster Medical Support (NDMS)

36

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

Disaster mortuary operational response teams (D Mort)

37

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.

DMORT teams

38

Role of funeral service personnel

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

39

General concerns

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

40

Specialized activities

Related to general concerns:

Communications Notification Identification
Distribution Consolation

41

Federal, state, and local concerns

Legal consideration
Jurisdiction over disaster area
Responsibility for disaster area

42

Financial considerations

Who will pay?
Federal
State
Local
Private

43

administration of a funeral home enterprise

Funeral service management

44

Areas of management:

Marketing/ Office/Personnel/Facilities/Financial

45

Primary objective of funeral home management is to

Fulfill needs of client families and community resulting from death.

46

Secondary objective of funeral home management is to

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

47

Expenses

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

48

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

Return of investment (ROI)

49

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

Capital improvements

50

Functions of management

Planning/Organizing/Directing/Evaluating

51

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

planning

52

Steps in the planning process

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

53

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

Mission statement

54

(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.

goals

55

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

objectives

56

an objective completed within one to five years

short term

57

an objective completed in five years or longer

long term

58

Strategy for achieving goals and objectives

How / When / Who / Where / What
For meeting established goals and objectives

59

Functions of management

Planning/Organizing/Directing/Evaluating

60

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

organizing

61

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

Directing (Actuating)

62

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

Evaluating (Controlling)

63

“Let the seller beware.”

“caveat venditor”

64

“Let the buyer beware.”

“caveat emptor”

65

Client families and community –
Ten factors:

(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.

66

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

Human relations

67

Energizing, channeling & sustaining people’s beh

Motivation

68

Who studied the theories of motivation

Abraham Maslow
Frederick Herzberg
Douglas McGregor

69

“Hierarchy of needs”
From lowest to highest

Physiological
Security
Belongingness and love
Esteem
Self-actualization

70

need for air, water, food and sex for procreation

Physiological

71

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

Security

72

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

Belongingness and love

73

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

Esteem

74

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

Self-actualization

75

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

Abraham Maslow

76

“Two factor theory” Man has two sets of needs

Frederick Herzberg –

77

Frederick Herzberg –
“Two factor theory”

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

78

Factors related to job satisfaction

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.

79

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

---

80

“Theory X” “Theory Y”

Douglas McGregor

81

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

“Theory X”

82

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

“Theory Y”

83

The theory adopted by management determines:

Level of motivation
Job satisfaction
Productivity

84

what does the motivation process do

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

85

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

TEAM concepts

86

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

Total Quality Management (TQM)

87

Responsibilities of the manager

 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.

88

Liabilities of management

Legal
Principal and agent
Employer and employee

89

financial responsibility of manager

Reimbursement
Indemnification - losses above and beyond

90

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

Professional associates within funeral service

91

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

Professional associates among allied professionals

92

Areas of management:

 Human resources
 Financial
 Marketing
 Facilities
 Office

93

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

Human resources management

94

hiring practices

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

95

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

Civil Rights Act of 1064 as amended in 1972 & 1978

96

Prohibits discrimination for individuals over 40 years of age.

Age Discrimination in Employment Act of 1967

97

prohibits discrimination in pay based on sex

Equal Pay Act 1963

98

prohibits discrimination based on handicap

Rehabilitation Act of 1973

99

prohibits discrimination against any qualified individual with a disability.

***Americans with Disabilities act of 1990

100

Laws Effecting Employment Practices:
Avoiding discrimination against:

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

101

Types of discrimination

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

102

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

Personnel Manual

103

benefits

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

104

compensation

 Salary
 Compensatory time

105

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

Probation period

106

Physical examinations

New employees to determine pre-existing conditions
Current employees to maintain health
Related to OSHA requirements

107

Staff communications:

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

108

Responsibilities of personnel

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

109

Staff development:

 Professional growth
 Continuing education

110

Retaining employees

 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

111

Important considerations in retaining employees

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

112

Twelve guidelines- employee relations

1. Identify the behavior, direct criticism at action – not the person
2. 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.

113

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

Financial management

114

Management of assets and liabilities which includes:

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

115

Financial management monitoring to include:

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

116

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

Marketing management

117

Marketing mix and merchandising

Product
Distribution
Price
Promotion

118

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

Advertising

119

- inducing the public to have a positive feeling about a particular business.

Customer relations
Public relations -

120

Obtaining and maintaining of adequate work space and funeral equipment.

Facilities Management

121

Facilities and equipment requirements

State licensing laws of TEXAS
Must meet fire and safety, health ordinances
At 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.

122

Administration and supervision of office duties and functions

Office management

123

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.

New Philosophy in funeral service

124

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

Old Philosophy in funeral service

125

Future trends in funeral service:

 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.

126

Regulatory changes in funeral licensing:

 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