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Uncategorized > 2nd Quarter- MORTUARY ADMINISTRATION Quarter Final > Flashcards

2nd Quarter- MORTUARY ADMINISTRATION Quarter Final 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

84
Q

Receiving remains

A

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

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

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

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

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!!

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.

90
Q

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

A

Transfer container

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

92
Q

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

A

Air tray

93
Q

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

A

Ziegler case

94
Q

can be used for un-embalmed bodies and floaters

A

Metal case

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.

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.

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

98
Q

return decedent to country of origin

A

Repatriation

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

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.

101
Q

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

A

Disaster

102
Q

unforeseen combination of circumstances resulting in need for immediate action

A

Emergency

103
Q

Types of disasters

A

Naturalman made/ Human – responsibleCombination

104
Q

Hurricanes Floods Earthquakes “Acts of God”

A

Natural disasters

105
Q

Fires Transportation CrashesStructural collapses Nuclear accidentsExplosions Bombings

A

man made/ human responsible disasters

106
Q

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

A

combination disasters

107
Q

Disasters vary according to:

A

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

108
Q

potential victims

A

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

109
Q

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

A

Survivor’s guilt

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.

111
Q

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

A

Disaster response

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

113
Q

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

A

Federal Disaster Response Plan

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)

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)

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

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.

118
Q

General concerns

A

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

119
Q

Specialized activitiesRelated to general concerns:

A

Communications Notification IdentificationDistribution Consolation

120
Q

Federal, state, and local concerns

A

Legal considerationJurisdiction over disaster areaResponsibility for disaster area

121
Q

Financial considerations

A

Who will pay?FederalStateLocalPrivate

122
Q

administration of a funeral home enterprise

A

Funeral service management

123
Q

Areas of management:

A

Marketing/ Office/Personnel/Facilities/Financial

124
Q

Primary objective of funeral home management is to

A

Fulfill needs of client families and community resulting from death.

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

126
Q

Expenses

A

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

127
Q

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

A

Return of investment (ROI)

128
Q

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

A

Capital improvements

129
Q

Functions of management

A

Planning/Organizing/Directing/Evaluating

130
Q

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

A

planning

131
Q

Steps in the planning process

A

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

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

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

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

135
Q

an objective completed within one to five years

A

short term

136
Q

an objective completed in five years or longer

A

long term

137
Q

Strategy for achieving goals and objectives

A

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

138
Q

Functions of management

A

Planning/Organizing/Directing/Evaluating

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

140
Q

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

A

Directing (Actuating)

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)

142
Q

“Let the seller beware.”

A

“caveat venditor”

143
Q

“Let the buyer beware.”

A

“caveat emptor”

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.

145
Q

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

A

Human relations

146
Q

Energizing, channeling & sustaining people’s beh

A

Motivation

147
Q

Who studied the theories of motivation

A

Abraham Maslow Frederick Herzberg Douglas McGregor

148
Q

“Hierarchy of needs”From lowest to highest

A

Physiological Security Belongingness and love Esteem Self-actualization

149
Q

need for air, water, food and sex for procreation

A

Physiological

150
Q

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

A

Security

151
Q

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

A

Belongingness and love

152
Q

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

A

Esteem

153
Q

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

A

Self-actualization

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

155
Q

“Two factor theory” Man has two sets of needs

A

Frederick Herzberg –

156
Q

Frederick Herzberg – “Two factor theory”

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

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
159
Q

“Theory X” “Theory Y”

A

Douglas McGregor

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”

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”

162
Q

The theory adopted by management determines:

A

Level of motivation Job satisfaction Productivity

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

164
Q

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

A

TEAM concepts

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)

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.

167
Q

Liabilities of management

A

Legal Principal and agentEmployer and employee

168
Q

financial responsibility of manager

A

Reimbursement Indemnification - losses above and beyond

169
Q

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

A

Professional associates within funeral service

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

171
Q

Areas of management:

A

 Human resources Financial Marketing Facilities Office

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

173
Q

hiring practices

A

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

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

175
Q

Prohibits discrimination for individuals over 40 years of age.

A

Age Discrimination in Employment Act of 1967

176
Q

prohibits discrimination in pay based on sex

A

Equal Pay Act 1963

177
Q

prohibits discrimination based on handicap

A

Rehabilitation Act of 1973

178
Q

prohibits discrimination against any qualified individual with a disability.

A

***Americans with Disabilities act of 1990

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

180
Q

Types of discrimination

A

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

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

182
Q

benefits

A

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

183
Q

compensation

A

 Salary  Compensatory time

184
Q

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

A

Probation period

185
Q

Physical examinations

A

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

186
Q

Staff communications:

A

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

187
Q

Responsibilities of personnel

A

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

188
Q

Staff development:

A

 Professional growth  Continuing education

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

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

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.
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

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)

194
Q

Financial management monitoring to include:

A

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

195
Q

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

A

Marketing management

196
Q

Marketing mix and merchandising

A

ProductDistributionPricePromotion

197
Q

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

A

Advertising

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

Customer relations Public relations -

199
Q

Obtaining and maintaining of adequate work space and funeral equipment.

A

Facilities Management

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.

201
Q

Administration and supervision of office duties and functions

A

Office management

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

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

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.

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

206
Q

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

A

medical examiner

207
Q

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

A

coroner

justice of the peace (JP)

Uncategorized (30 decks)

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