Chapter 3- Arrangement Conference

Question 1

Arrangement Conference

Answer 1

The meeting between the funeral director and the client family during which the funeral arrangements are discussed.

Question 2

The arrangement conference is often a bereaved family’s first meeting of this kind with the funeral director.

• Designed to collect information and plan funeral details
• A time for the funeral director to develop a relationship of trust and confidence with the family.
• Can help the family with the grieving process if done properly.

Answer 2

Face-to-Face Meeting

Question 3

Acts as both a functionary collecting information necessary for legal documents (DC, burial or cremation permits, death notice or obituary) as well as presenting merchandise for the family to purchase (caskets, vaults, urns, clothing, flowers, memorial markers). Also functions as a facilitator in helping the family plan a service that meets their needs while bringing them comfort and support.

Answer 3

Funeral Director

Question 4

• Writing a death notice or obituary
• Date and time for visitation
• Date and time for disposition
• Coordinates with clergy or funeral celebrant
• Merchandise selection
• Floral selection
• Automobile needs
• Explanation of expenses
• Explanation of government forms
• Personalization options
• Special requests
• Sevice details (music selections, religious or inspirational readings)
• Financial arrangements

Answer 4

Details Attended to in the Planning Process

Question 5

• Can be anywhere
• Family’s home
• Funeral home
• Laptop computer or catalogs necessary to display the merchandise options if made anywhere other than the funeral home.

Answer 5

Location of Arrangements

Question 6

• Resembles a small conference room or a dining room in a home.
• Table with chairs will provide a comfortable non-intimidating seating arrangement.
  
  • Allows the funeral director a space to write on without a formal businesslike atmosphere that deats the funeral director behind a desk.

Answer 6

Style of Arrangement Offices at Funeral Home

Question 7

Can be the difference between them feeling like we care, or feeling like we are there to just take information and sell them something.

Answer 7

The First Five Minutes With a Family

Question 8

Funeral directors should avoid reaching for their pens during the first ____ _____ of the arrangement conference. These ___ _______ of listening are a crucial part of a funeral director’s transition from order-taker to event planner and an important foundation for personalization efforts.

Answer 8

15 Minutes

Question 9

A very effective opportunity to help make these more personal and meaningful is to include the deceased’s things (things that were important to evoke the memory and significance of the deceased’s life).

• Listen to the family
• Learn about the deceased and what was important and significant in that life
• Suggest making any noteworthy personal aspects of the deceased’s life part of this.

Answer 9

At Funerals

Question 10

Keep arranging funeral directors fresh and prepared for the conference by doing this. Allow them time to prepare themselves mentally and phyiscally for the meeting.

Answer 10

Do Not Schedule Too Many Arrangements Per Day

Question 11

Try to do this at the door when they enter, or even at their car in the parking lot.

Answer 11

Meeting Families

Question 12

None of us went to funeral arrangement school. We learned from others an adapted a set of funeral arrangement procedures with which we felt comfortable.

Answer 12

Good Funeral Directors Strive to Keep Improving their Arrangement Skills

Question 13

• Body present with public viewing, service, and committal (burial, entombment, or cremation).
• Body present with a private viewing, public or private service and committal (burial, entombment or cremation).
• Body present but all facets are private
• Body present with no viewing but a public service and public or private committal.
• Body present with no viewing and everything else private
• Public graveside service with the body present to be distinguished from a committal service only.
• Direct disposition by cremation or interment preceded or followed by a public or private service without the body present.
• Direct disposition by cremation or interment preceded by viewing.
• Direct disposition by cremation or interment with no viewing or attendant rites or ceremonies.
• Body donation preceded or followed by a public or private service with the body or cremains present.
• Body donation without any public or private service.

Answer 13

Funeral Options

Question 14

• Name
• Address
• Place of death
• Date of death
• Gender
• Race
• Martial status
• Date of birth
• Place of birth
• Veteran
• Doctor’s name
• Caues of death
• Spouse, name, age
• Informant’s name, age
• Informant’s telephone number
• Father’s name
• Father’s birthplace
• Mother’s maiden name
• Mother’s birthplace
• Cemetery/crematory
• Service number
• Date entered service
• Date discharged
• Rank
• Occupation
• Social security number
• Place of business
• Name of hospital
• Grave number
• Grave owner
• section
• Date of funeral
• Clergy person
• Church
• service at
• Time of service

Answer 14

Vital Statistics

Question 15

• Spouse
• Father
• Mother
• Sons
• Daughters
• Brothers
• Sisters
• Grandchildren
• Organizations
• Visitation
• Funeral
• Funeral Home

Answer 15

Death Notice/Obituary Information

Question 16

Necessary for the director and family to decide on a time, place, and type of service.

• Clergy should be called and informed of the death, if not already contacted
• Consult clergy of time, date, and type of service
• Family’s request may not be able to be filled becuse of a time conflict with clergy

Answer 16

Religious Services

Question 17

May be conducted in the church or funeral home and generally adheres to the church’s rules and rituals.

Answer 17

Traditional Religious Ceremony

Question 18

1. Non-traditional
2. Memorial service
3. Humanistic service

Answer 18

Three Options Other than Traidtional Religious Ceremony

Question 19

Religious oriented but follows a more modern interpretation, including favorite music, poems, and readings.

Answer 19

Non-Traditional

Question 20

A service without the body present usually held days or weeks after the disposition.

Answer 20

Memorial Service

Question 21

A service devoid of religion.

Answer 21

Humanistic Service

Question 22

A growing trend across the country is non-religious funeral services. Today, more people describe themselves as spiritual, not religious. To meet the needs of these families funeral directors can use this instead of a member of the clergy to conduct a non-religious service.

Answer 22

Funeral Celebrant Services

Question 23

If it will be burial or entombment, the family must already have purchased the grave or crypt or it will have to be done immediately.

• Family should present the deed to the funeral director.
• Funeral director will notify the cemetery of the death, grave number, and date and time of the service.

Answer 23

Cemetery/Crematory

Question 24

Generally two types:

1. Death Notice
2. Obituary

Answer 24

Death Announcements

Question 25

A classified notice publicizing the death of a person, listing survivors and giving those details of the funeral service that the survivors wish to have published. There is usually a charge for this announcement.

Answer 25

Death Notice

Question 26

An announcement of death that has a biographical sketch of the person's life, listing occupation, organizations, and notable information, sometimes with a photograph. There is not usually a charge for an obituary.

Answer 26

Obituary

Question 27

A legal document containing vital statistics, disposition information, and final medical information pertaining to cause of death.

Answer 27

Death Certificate

Question 28

Supplied by the informant.

Answer 28

Vital Statistic Information on DC

Question 29

One who supplies the information concerning the deceased.

Answer 29

Informant

Question 30

Data pertaining the place of death, the date, and location of the disposition.

Answer 30

Funeral Director's/Embalmer's Information on DC

Question 31

Official signature and data of the legal governmental agency.

Answer 31

Registrar's Information on DC

Question 32

* Shows cause of death for medical or actuarial research * Is the legal, permanent record of death * Is a permanent statistical record of the deceased * Assists with settling estate/legal affairs

Answer 32

Purposes of the Death Certificate

Question 33

The legal document issued by the proper government agency authorizing transportation and/or disposition of human remains. * Issed upon the filing of the completed death certificate with the proper agency. * The legal permit that allows the funeral director to transport and/or dispose of a dead human body. * The legal record that final disposition has occurred (burial, removal, or cremation). * In some instances, a release from the coroner or medical examiner may be required.

Answer 33

Burial, Cremation, or Transit Permit/Disposition Permit

Question 34

* General Price List * Casket Price List * Outer Burial Container Price List

Answer 34

Merchandise Options

Question 35

The Federal Trade Commission (FTC) requires that this form be given to the family for their retention. This contains identifying information an itemized prices for goods and services that the funeral home sells and discloses.

Answer 35

General Price List

Question 36

The FTC requires that the funeral home has these price lists available. They do not have to be given to the family for retention but must be available.

Answer 36

Casket Price List and Outer Burial Container Price List

Question 37

* Casket or container * Outside enclosure for the grave * Urn or container for cremains * Clothing * Register book * Memorial cards * Religious or fraternal symbols * Thank you notes

Answer 37

Merchandise

Question 38

Before entering this room, the funeral director should give the family an idea of what the expect: * Permission to touch * Number of caskets * Range of prices * Explanation of the different types of caskets * Reason for the large selection * Explanation of what will occur * If the funeral director will stay or leave

Answer 38

Casket Display Room

Question 39

The family will return to the arrangement room with the funeral director. At this time, the director can discuss prayer cards, register books, and flowers if they were not discussed in the selection room.

Answer 39

After Merchandise Selection

Question 40

* Director can contact a florist and inform them of the amount the family wishes to spend and the type and design of the floral piece. * Make suggestions to family to tell the florist of the interior and exterior color or favorite color of the deceased if they wish to contact the florist themselves. * Recommend colors to the family * Have a catalog

Answer 40

Flowers

Question 41

Also selected by most families.

Answer 41

Prayer Cards and Register Book

Question 42

Required by the FTC to be given to the family at the end of the arrangement conference. * After all services and merchandise are selected, the information is recorded on this required form.

Answer 42

Statement of Funeral Goods and Services Selected

Question 43

* Immediate payment * Insurance assignment * Credit card * Financial institution loan * Wait until the estate is settled

Answer 43

Payment Options

Question 44

Pay for the entire funeral at the time of the arrangement or by the day of the funeral. Most funeral directors will offer a discount for this option.

Answer 44

Immediate Payment

Question 45

Assigning over the amount of the funeral bill from an insurance policy the deceased had. It is necessary for the funeral director to complete the proper paperwork to send to the insurance company and then wait for the insurance company to send a check. Becuase of the paperwork and the waiting time, some funeral directors charge a service fee for using this option.

Answer 45

Insurance Assignment

Question 46

The funeral director is charged a percentage of the total by the company as a user fee. It is sometimes necessary for the holder to request to increase the credit line available on his/her card to a point where the funeral bill will be covered. The funeral bill can be divided among family members and that amount charged to each of their credit cards.

Answer 46

Credit Card

Question 47

Some funeral homes have an arrangement with a bank or lending company to issue loans to the families for the payment of the funeral. It is necessary for the insitution to do a credit check on the borrower. The check can usually be completed in a day.

Answer 47

Financial Institution Loan

Question 48

Used to be most common method- not anymore. This has become a sometimes long and legally complicated affair. It is not unusual for a funeral home to wait six months or more for this to happen. If a funeral home does offer this option, an interest charge should be added to the bill. This is the least favorable option for the funeral home.

Answer 48

Wait Until the Estate is Settled

Question 49

This question is important because it allows the funeral director to analyze how effectively his/her money is being spent to generate business. * Advertising, location, personal contacts * Future planning and budgeting

Answer 49

Why People Selected the Funeral Home

Question 50

* When to arrive for the first viewing * What to expect during the public visitation * What will be done with flowers that are received * Any items or information they need to bring with them.

Answer 50

Explanation of What to Expect in the Next Day or Two

Question 51

* Be patient and kind- don't rush * Send a message that you care * Caring is the catalyst in all good relationships * Empathy, patience and kindness make good first impressions and set the tone for everything that follows.

Answer 51

Amount of Time for Arrangements

Question 52

The funeral director should be familiar with the most common forms of death benefits available to families. She should make it clear that the final decision is made by the agency involved. * Social Security benefits * Usual Veterans Administration benefits

Answer 52

Death Benefits