Mortuary Administration Flashcards
(538 cards)
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
2
Q
Statute of limitation of SSA-721:
A
two (2) years from date of death.
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
4
Q
*VA Form 21-2008
A
“Application for United States Flag for Burial Purposes”
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
6
Q
What is the statute of limitation for application for a United States Flag for Burial Purposes?
A
none
7
Q
• VA Form 40-1330
A
“Application for Standard Government Headstone Grave Marker”
8
Q
What is the statute of limitation for application for standard government headstone or marker?
A
none
9
Q
When is the application for headstone not required?
A
when burial is in National Cemetery
10
Q
statute of limitations for burial allowance
A
2 years from date of death
11
Q
VA Form 21-530
A
Application for Burial Benefits
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
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.
14
Q
other persons eligible for burial in a National Cemetery
A
Spouse Children under 23. Grown and dependent children.
15
Q
Jurisdiction of Department of the Army
A
Arlington National Cemetery
16
Q
Classified (paid) notice publicizing death of a person. Gives details of funeral service.
A
death notice
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.
18
Q
News item concerning death of a person. Brief biographical sketch. Fee depends on newspaper policy.
A
obituary
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.
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
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.
22
Q
SSA BENEFITS
A
$255 lump sum death benefit. Monthly benefits.For eligible survivors/dependents.
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.
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.
25
Obtaining SSA 721:
Available at local SSA office.Information form attached.Give to family.Funeral home computer software.Texas Electronic Registrar
26
At need funeral procedures
Notification of death Transfer of remains Arrangement conference (including forms) Outline Section I, A-C
27
Provided to any family member. Send request to the VA. Statute of limitation: none.
Presidential Memorial Certificate
28
*VA Form DD-214
discharge papers.
29
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
VISITATION
30
After embalming and disinfection Dressing Cosmetizing Casketing
PREPARATION OF REMAINS
31
Clergy record
: form designed to provide pertinent information about decedent and immediate survivors for use by clergy at the funeral or memorial service.
32
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.
Placement of the U. S. Flag:
33
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
register book
34
Remember: Nothing should separate the funeral coach and
the family
35
Order of vehicles
Lead car / Clergy / Casket bearers / Casket coach / Family /Other mourners
36
Funeral arrangements made in advance of need
pre-need
37
No provisions for funding or prepayment
pre-planned
38
Includes provisions for funding and payment
pre-funded
39
reasons for preneed
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.
40
types of pre-need contracts
Revocable Irrevocable Guaranteed Non-guaranteed
41
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.
revocable contract
42
contract which cannot be terminated or canceled prior to death of the beneficiary
irrevocable contract
43
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
guaranteed contract
44
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
non-guaranteed contract
45
locations where pre-need can be done
Home / Funeral home / other location
46
State and federal regulationsLicensing laws for pre-need
Funeral service licensee Licensed insurance agent
47
Federal trade commission (FTC) funeral rules.
Presentation of price lists Permission to embalm Mandatory disclosures
48
Alteration of pre-funded contracts
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.
49
Wishes of decedent vs. wishes of funeral planner
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.
50
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?
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.
51
Types of funding
Trust account Insurance Savings/passbook accounts
52
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.
trust account
53
Separate account for each pre-funded funeral arrangement.
Individual trust accounts
54
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
master trust accounts
55
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
insurance policy
56
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.
Savings/passbook accounts
57
reduction of a dead human body to inorganic bone fragments by intense heat in a specially designed retort or chamber.
cremation
58
furnace or retort for cremating dead human bodies. Building that houses a retort
Crematory
59
Latin for crematory
Crematorium
60
burning chamber in a crematory
Retort
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National average of cremation is about (what percentage) Increases each year. The highest rate is in
30%coastal states and Florida
62
Reason for growth for cremation
Public acceptance. Higher level of education Relocation of elderly to “sunbelt” states. Immigrants who prefer cremation.
63
considerations for cremation
-- 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
64
cremation forms
--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
65
when transporting decedent to crematory what are the acceptable forms of containers
a casket or alternative container (fiberboard, wood, etc.) Anything that is “environmentally safe and friendly” and “crematory safe and friendly”
66
act of placing cremains in an urn
inurnment
67
According to CANA (Cremation Association of North America) the definition of inurnment is -
placing cremains in niche or grave
68
What is the key thing to remember about receipt of cremated remains?
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.
69
True or FalseCremation is only a method of final disposition?
TRUE
70
Rites held at the time of disposition of human remains with body present.
traditional funeral service
71
Service held with the final disposition of the cremated remains if cremains will be buried or placed in a niche
graveside
72
committal service with a procession from the funeral service to the crematory.
Committal at the crematory
73
a service related to cremation, as appropriate, allowed by law
Scattering cremated and remains
74
without the body present – w/ or w/o funeral home staff.Memorial gathering.
memorial service
75
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
aftercare
76
types of aftercare
Formal or organized after funeral activities Seminars Grief support groups Holiday activities
77
True or False? Funeral home personnel should be trained to do aftercare - by qualified aftercare educators and professionals?
TRUE
78
FYI- aftercare as an optional service
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
79
Remember to look over forms for cremation - handouts
_
80
within a state – private carrier needs report of death
Intrastate
81
between states - private carrier needs burial transit permit
Interstate
82
“Forwarding” funeral home prepares remains for transfer to “receiving” funeral home.Within a state between two or more statesState laws dictate proper procedures
Forwarding remains
83
Preparation of remains
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
Receiving remains
Service and merchandise of “receiving” funeral home.Varies with those provided by “forwarding” funeral home.Family wishes
85
any carrier required by law to convey passengers or freight without refusal if approved fare or charge is paid. Airline, train, etc.
Common carrier
86
considerations for common carrier
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
those who transfer only in particular instances and only for those with whom they choose to contact.Funeral home vehicles and livery.
Private carrier
88
Preparation of remains
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
Steps to protect clothing and casket interior
Plastic around head and handsLower mattressSteps to minimize and prevent purge – ASPIRATE!!! ASPIRATE!!! ASPIRATE!!! Plastic around head.
90
Outer enclosure utilized for protection of body and/or casketed remains during transportation.
Transfer container
91
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
92
Transfer container consisting of a wooden tray with cardboard covering for the casket.Transport embalmed or un-embalmed body.
Air tray
93
Gasket-sealed container which can be used as an insert into a casket or a separate shipping container.
Ziegler case
94
can be used for un-embalmed bodies and floaters
Metal case
95
when transferring gasketed caskets via commercial airlines what should you remember
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
Paperwork and documentation for transfer of human remains
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
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
98
return decedent to country of origin
Repatriation
99
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 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
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.
101
sudden misfortune resulting in loss of life and/or property.
Disaster
102
unforeseen combination of circumstances resulting in need for immediate action
Emergency
103
Types of disasters
Naturalman made/ Human – responsibleCombination
104
Hurricanes Floods Earthquakes “Acts of God”
Natural disasters
105
Fires Transportation CrashesStructural collapses Nuclear accidentsExplosions Bombings
man made/ human responsible disasters
106
Effects of natural and human responsible events.Airline crash during thunderstorm.
combination disasters
107
Disasters vary according to:
Time / Size and scope / Damage / Injury / DeathDisruption of family and community
108
potential victims
Those directly involved – Residents, those who lost homes, other personal possessions from flood or earthquake.
109
a phenomenon experienced by survivors“Why me?” “Why didn’t I die?”
Survivor’s guilt
110
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.
111
Requires strategic planning – extremely importantOrganized care and preparation of deceased disaster victims.Multi-disciplinary approach.
Disaster response
112
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
Multi-disciplinary approach
113
Organized 1990Any federally declared emergency situation13 emergency support functionsCreated the National Disaster Medical System (NDMS).
Federal Disaster Response Plan
114
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
National Disaster Medical Support (NDMS)
115
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.
Disaster mortuary operational response teams (D Mort)
116
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
117
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.
118
General concerns
Care for survivors - Protect disaster site for investigation.Mark and record location of remains.Debrief and counsel disaster workers.
119
Specialized activitiesRelated to general concerns:
Communications Notification IdentificationDistribution Consolation
120
Federal, state, and local concerns
Legal considerationJurisdiction over disaster areaResponsibility for disaster area
121
Financial considerations
Who will pay?FederalStateLocalPrivate
122
administration of a funeral home enterprise
Funeral service management
123
Areas of management:
Marketing/ Office/Personnel/Facilities/Financial
124
Primary objective of funeral home management is to
Fulfill needs of client families and community resulting from death.
125
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
126
Expenses
“Overhead” (Cost of doing business)/Salaries/Building (maintenance of building and grounds)/Utilities / Supplies
127
Make profit/True for any business/Not a “four-letter word”
Return of investment (ROI)
128
putting money back in your businessSpending large sums of money for Building, Equipment, Furnishings, and Livery
Capital improvements
129
Functions of management
Planning/Organizing/Directing/Evaluating
130
(personal life & business) determining in advance what needs will be accomplished in order to achieve a particular goal
planning
131
Steps in the planning process
Establish a mission statement / Set goals and objectivesFormulate strategy for meeting goals and objectives
132
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
133
(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
134
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
135
an objective completed within one to five years
short term
136
an objective completed in five years or longer
long term
137
Strategy for achieving goals and objectives
How / When / Who / Where / WhatFor meeting established goals and objectives
138
Functions of management
Planning/Organizing/Directing/Evaluating
139
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
140
Guiding and supervising activities of an organization. Implementing and executing planned activities. Determining staff responsibilities
Directing (Actuating)
141
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)
142
“Let the seller beware.”
“caveat venditor”
143
“Let the buyer beware.”
“caveat emptor”
144
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.
145
Motivating people in organizations to develop team work which effectively fulfills their needs and achieves organizational objectives
Human relations
146
Energizing, channeling & sustaining people’s beh
Motivation
147
Who studied the theories of motivation
Abraham Maslow Frederick Herzberg Douglas McGregor
148
“Hierarchy of needs”From lowest to highest
Physiological Security Belongingness and love Esteem Self-actualization
149
need for air, water, food and sex for procreation
Physiological
150
need for safety, order, freedom, from fear or threat
Security
151
the need for love, affection, feeling of belonging & human contact
Belongingness and love
152
need for self-respect, self-esteem, achievement & respect from others
Esteem
153
need to grow, to feel fulfilled, to realize one’s potential
Self-actualization
154
Workplace can fulfill different needs at each level. Fulfillment of needs by management should motivate individuals to be better employees
Abraham Maslow
155
“Two factor theory” Man has two sets of needs
Frederick Herzberg –
156
Frederick Herzberg – “Two factor theory”
1. Avoid pain and satisfy basic needs.2. Achieve and experience psychological growth.
157
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.
158
Job satisfaction and dissatisfaction are separate dimensions.Improving hygiene will make work more tolerable.Enhancing motivators will increase job satisfaction and productivity.
---
159
“Theory X” “Theory Y”
Douglas McGregor
160
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”
161
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”
162
The theory adopted by management determines:
Level of motivation Job satisfaction Productivity
163
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
164
Everyone working together as members of a team.Coordination of time, ability, and effort
TEAM concepts
165
Efforts of all members of an organization are directed to insure quality in production of goods and services.
Total Quality Management (TQM)
166
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.
167
Liabilities of management
Legal Principal and agentEmployer and employee
168
financial responsibility of manager
Reimbursement Indemnification - losses above and beyond
169
Other funeral professionals are colleagues rather than competitors.Relationship should encourage interaction and professional growth.
Professional associates within funeral service
170
Facilitate communications and an understanding of funeral service.Interaction should reflect social responsibility.Service to client families and community.
Professional associates among allied professionals
171
Areas of management:
Human resources Financial Marketing Facilities Office
172
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
173
hiring practices
Advertising a job without discrimination. Use of reference Interview procedures New employee orientation
174
Prohibits discrimination based on Race, Color, Religion, Sex, Pregnancy or National Origin.
Civil Rights Act of 1064 as amended in 1972 & 1978
175
Prohibits discrimination for individuals over 40 years of age.
Age Discrimination in Employment Act of 1967
176
prohibits discrimination in pay based on sex
Equal Pay Act 1963
177
prohibits discrimination based on handicap
Rehabilitation Act of 1973
178
prohibits discrimination against any qualified individual with a disability.
***Americans with Disabilities act of 1990
179
Laws Effecting Employment Practices:Avoiding discrimination against:
Hiring Promotion Operations of the business Assignment of duties of the employees, and with client families
180
Types of discrimination
Racial Ethnic Gender Age Marital status Religion Sexual orientation
181
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
182
benefits
Health, dental, and life insurance Vacation and sick time Retirement
183
compensation
Salary Compensatory time
184
Typically 90 days from date of hire. Includes initial performance review
Probation period
185
Physical examinations
New employees to determine pre-existing conditionsCurrent employees to maintain healthRelated to OSHA requirements
186
Staff communications:
Organization of the firm Table of organization (organizational chart) Lines of communication Assignment of duties
187
Responsibilities of personnel
Personal conduct Appearance and proper attire- Appropriate to duties being performed- Conform to local customs RURAL vs. URBAN
188
Staff development:
Professional growth Continuing education
189
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
190
Important considerations in retaining employees
Communication Use of employee manual Involvement in the decision making process Recognition and reward Private criticism or reprimand
191
Twelve guidelines- employee relations
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
Efficient utilization and adequate regulation of assets, revenue, expenditures, and capitol rights.Accounting system Budgeting Establishment of prioritiesManagement of capitol
Financial management
193
Management of assets and liabilities which includes:
Cash flow Accounts Receivables (money owed to you) Inventory Fixed assets (long term investments in your business)
194
Financial management monitoring to include:
Cost analysis Price structure re-evaluation Financial ratios (assets vs. liabilities, expenses vs. revenues)
195
Process of planning and executing development, pricing, promotion, and distribution of an organization’s goods and services
Marketing management
196
Marketing mix and merchandising
ProductDistributionPricePromotion
197
Art of making the public aware of service or commodities that a business has for sale.
Advertising
198
- inducing the public to have a positive feeling about a particular business.
Customer relations Public relations -
199
Obtaining and maintaining of adequate work space and funeral equipment.
Facilities Management
200
Facilities and equipment requirements
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
Administration and supervision of office duties and functions
Office management
202
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
203
Enter 21st Century kicking, screaming & holding onto practices we have clung to for the last 100 years
Old Philosophy in funeral service
204
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.
205
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
206
*Form SSA-721
“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
207
Statute of limitation of SSA-721:
two (2) years from date of death.
208
Veterans Administration (VA)Available benefits:
U. S. Flag Headstone or grave marker Burial allowance Presidential memorial certificate Burial in a national cemetery
209
*VA Form 21-2008
“Application for United States Flag for Burial Purposes”
210
where can you get a United States Flag for Burial Purposes?
Issued a U. S. Postal Service Offices National Cemetery Office VA Regional Office
211
What is the statute of limitation for application for a United States Flag for Burial Purposes?
none
212
• VA Form 40-1330
“Application for Standard Government Headstone Grave Marker”
213
What is the statute of limitation for application for standard government headstone or marker?
none
214
When is the application for headstone not required?
when burial is in National Cemetery
215
statute of limitations for burial allowance
2 years from date of death
216
VA Form 21-530
Application for Burial Benefits
217
Cemetery created and maintained under an Act of Congress for the burial of veterans of military service and their eligible family members.
National Cemetery
218
eligibility requirements for burial in National Cemetery
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.
219
other persons eligible for burial in a National Cemetery
Spouse Children under 23. Grown and dependent children.
220
Jurisdiction of Department of the Army
Arlington National Cemetery
221
Classified (paid) notice publicizing death of a person. Gives details of funeral service.
death notice
222
Obituary information
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.
223
News item concerning death of a person. Brief biographical sketch. Fee depends on newspaper policy.
obituary
224
FTC Funeral Rule requirements
Itemization of selected goods and services Includes cash advance items. Signed by family member and funeral director. Present copy to family member.
225
the individual with paramount right of disposition. (Spouse or Next of kin) should read and sign all
Authorizations, Release forms, and Disclosures
226
Before family leaves the funeral director should...
Verify date, time, and location for all aspects of arrangements. Especially time for family viewing. And most importantly…. Assure them of your continuing assistance.
227
SSA BENEFITS
$255 lump sum death benefit. Monthly benefits.For eligible survivors/dependents.
228
Completion of SSA - 721:
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.
229
Filing SSA-721:
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.
230
Obtaining SSA 721:
Available at local SSA office.Information form attached.Give to family.Funeral home computer software.Texas Electronic Registrar
231
At need funeral procedures
Notification of death Transfer of remains Arrangement conference (including forms) Outline Section I, A-C
232
Provided to any family member. Send request to the VA. Statute of limitation: none.
Presidential Memorial Certificate
233
*VA Form DD-214
discharge papers.
234
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
VISITATION
235
After embalming and disinfection Dressing Cosmetizing Casketing
PREPARATION OF REMAINS
236
Clergy record
: form designed to provide pertinent information about decedent and immediate survivors for use by clergy at the funeral or memorial service.
237
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.
Placement of the U. S. Flag:
238
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
register book
239
Remember: Nothing should separate the funeral coach and
the family
240
Order of vehicles
Lead car / Clergy / Casket bearers / Casket coach / Family /Other mourners
241
Funeral arrangements made in advance of need
pre-need
242
No provisions for funding or prepayment
pre-planned
243
Includes provisions for funding and payment
pre-funded
244
reasons for preneed
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.
245
types of pre-need contracts
Revocable Irrevocable Guaranteed Non-guaranteed
246
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.
revocable contract
247
contract which cannot be terminated or canceled prior to death of the beneficiary
irrevocable contract
248
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
guaranteed contract
249
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
non-guaranteed contract
250
locations where pre-need can be done
Home / Funeral home / other location
251
State and federal regulationsLicensing laws for pre-need
Funeral service licensee Licensed insurance agent
252
Federal trade commission (FTC) funeral rules.
Presentation of price lists Permission to embalm Mandatory disclosures
253
Alteration of pre-funded contracts
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.
254
Wishes of decedent vs. wishes of funeral planner
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.
255
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?
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.
256
Types of funding
Trust account Insurance Savings/passbook accounts
257
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.
trust account
258
Separate account for each pre-funded funeral arrangement.
Individual trust accounts
259
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
master trust accounts
260
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
insurance policy
261
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.
Savings/passbook accounts
262
reduction of a dead human body to inorganic bone fragments by intense heat in a specially designed retort or chamber.
cremation
263
furnace or retort for cremating dead human bodies. Building that houses a retort
Crematory
264
Latin for crematory
Crematorium
265
burning chamber in a crematory
Retort
266
National average of cremation is about (what percentage) Increases each year. The highest rate is in
30%coastal states and Florida
267
Reason for growth for cremation
Public acceptance. Higher level of education Relocation of elderly to “sunbelt” states. Immigrants who prefer cremation.
268
considerations for cremation
-- 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
269
cremation forms
--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
270
when transporting decedent to crematory what are the acceptable forms of containers
a casket or alternative container (fiberboard, wood, etc.) Anything that is “environmentally safe and friendly” and “crematory safe and friendly”
271
act of placing cremains in an urn
inurnment
272
According to CANA (Cremation Association of North America) the definition of inurnment is -
placing cremains in niche or grave
273
What is the key thing to remember about receipt of cremated remains?
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.
274
True or FalseCremation is only a method of final disposition?
TRUE
275
Rites held at the time of disposition of human remains with body present.
traditional funeral service
276
Service held with the final disposition of the cremated remains if cremains will be buried or placed in a niche
graveside
277
committal service with a procession from the funeral service to the crematory.
Committal at the crematory
278
a service related to cremation, as appropriate, allowed by law
Scattering cremated and remains
279
without the body present – w/ or w/o funeral home staff.Memorial gathering.
memorial service
280
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
aftercare
281
types of aftercare
Formal or organized after funeral activities Seminars Grief support groups Holiday activities
282
True or False? Funeral home personnel should be trained to do aftercare - by qualified aftercare educators and professionals?
TRUE
283
FYI- aftercare as an optional service
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
284
Remember to look over forms for cremation - handouts
_
285
within a state – private carrier needs report of death
Intrastate
286
between states - private carrier needs burial transit permit
Interstate
287
“Forwarding” funeral home prepares remains for transfer to “receiving” funeral home.Within a state between two or more statesState laws dictate proper procedures
Forwarding remains
288
Preparation of remains
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
289
Receiving remains
Service and merchandise of “receiving” funeral home.Varies with those provided by “forwarding” funeral home.Family wishes
290
any carrier required by law to convey passengers or freight without refusal if approved fare or charge is paid. Airline, train, etc.
Common carrier
291
considerations for common carrier
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
292
those who transfer only in particular instances and only for those with whom they choose to contact.Funeral home vehicles and livery.
Private carrier
293
Preparation of remains
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!!
294
Steps to protect clothing and casket interior
Plastic around head and handsLower mattressSteps to minimize and prevent purge – ASPIRATE!!! ASPIRATE!!! ASPIRATE!!! Plastic around head.
295
Outer enclosure utilized for protection of body and/or casketed remains during transportation.
Transfer container
296
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
297
Transfer container consisting of a wooden tray with cardboard covering for the casket.Transport embalmed or un-embalmed body.
Air tray
298
Gasket-sealed container which can be used as an insert into a casket or a separate shipping container.
Ziegler case
299
can be used for un-embalmed bodies and floaters
Metal case
300
when transferring gasketed caskets via commercial airlines what should you remember
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.
301
Paperwork and documentation for transfer of human remains
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.
302
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
303
return decedent to country of origin
Repatriation
304
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 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
305
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.
306
sudden misfortune resulting in loss of life and/or property.
Disaster
307
unforeseen combination of circumstances resulting in need for immediate action
Emergency
308
Types of disasters
Naturalman made/ Human – responsibleCombination
309
Hurricanes Floods Earthquakes “Acts of God”
Natural disasters
310
Fires Transportation CrashesStructural collapses Nuclear accidentsExplosions Bombings
man made/ human responsible disasters
311
Effects of natural and human responsible events.Airline crash during thunderstorm.
combination disasters
312
Disasters vary according to:
Time / Size and scope / Damage / Injury / DeathDisruption of family and community
313
potential victims
Those directly involved – Residents, those who lost homes, other personal possessions from flood or earthquake.
314
a phenomenon experienced by survivors“Why me?” “Why didn’t I die?”
Survivor’s guilt
315
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.
316
Requires strategic planning – extremely importantOrganized care and preparation of deceased disaster victims.Multi-disciplinary approach.
Disaster response
317
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
Multi-disciplinary approach
318
Organized 1990Any federally declared emergency situation13 emergency support functionsCreated the National Disaster Medical System (NDMS).
Federal Disaster Response Plan
319
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
National Disaster Medical Support (NDMS)
320
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.
Disaster mortuary operational response teams (D Mort)
321
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
322
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.
323
General concerns
Care for survivors - Protect disaster site for investigation.Mark and record location of remains.Debrief and counsel disaster workers.
324
Specialized activitiesRelated to general concerns:
Communications Notification IdentificationDistribution Consolation
325
Federal, state, and local concerns
Legal considerationJurisdiction over disaster areaResponsibility for disaster area
326
Financial considerations
Who will pay?FederalStateLocalPrivate
327
administration of a funeral home enterprise
Funeral service management
328
Areas of management:
Marketing/ Office/Personnel/Facilities/Financial
329
Primary objective of funeral home management is to
Fulfill needs of client families and community resulting from death.
330
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
331
Expenses
“Overhead” (Cost of doing business)/Salaries/Building (maintenance of building and grounds)/Utilities / Supplies
332
Make profit/True for any business/Not a “four-letter word”
Return of investment (ROI)
333
putting money back in your businessSpending large sums of money for Building, Equipment, Furnishings, and Livery
Capital improvements
334
Functions of management
Planning/Organizing/Directing/Evaluating
335
(personal life & business) determining in advance what needs will be accomplished in order to achieve a particular goal
planning
336
Steps in the planning process
Establish a mission statement / Set goals and objectivesFormulate strategy for meeting goals and objectives
337
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
338
(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
339
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
340
an objective completed within one to five years
short term
341
an objective completed in five years or longer
long term
342
Strategy for achieving goals and objectives
How / When / Who / Where / WhatFor meeting established goals and objectives
343
Functions of management
Planning/Organizing/Directing/Evaluating
344
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
345
Guiding and supervising activities of an organization. Implementing and executing planned activities. Determining staff responsibilities
Directing (Actuating)
346
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)
347
“Let the seller beware.”
“caveat venditor”
348
“Let the buyer beware.”
“caveat emptor”
349
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.
350
Motivating people in organizations to develop team work which effectively fulfills their needs and achieves organizational objectives
Human relations
351
Energizing, channeling & sustaining people’s beh
Motivation
352
Who studied the theories of motivation
Abraham Maslow Frederick Herzberg Douglas McGregor
353
“Hierarchy of needs”From lowest to highest
Physiological Security Belongingness and love Esteem Self-actualization
354
need for air, water, food and sex for procreation
Physiological
355
need for safety, order, freedom, from fear or threat
Security
356
the need for love, affection, feeling of belonging & human contact
Belongingness and love
357
need for self-respect, self-esteem, achievement & respect from others
Esteem
358
need to grow, to feel fulfilled, to realize one’s potential
Self-actualization
359
Workplace can fulfill different needs at each level. Fulfillment of needs by management should motivate individuals to be better employees
Abraham Maslow
360
“Two factor theory” Man has two sets of needs
Frederick Herzberg –
361
Frederick Herzberg – “Two factor theory”
1. Avoid pain and satisfy basic needs.2. Achieve and experience psychological growth.
362
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.
363
Job satisfaction and dissatisfaction are separate dimensions.Improving hygiene will make work more tolerable.Enhancing motivators will increase job satisfaction and productivity.
---
364
“Theory X” “Theory Y”
Douglas McGregor
365
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”
366
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”
367
The theory adopted by management determines:
Level of motivation Job satisfaction Productivity
368
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
369
Everyone working together as members of a team.Coordination of time, ability, and effort
TEAM concepts
370
Efforts of all members of an organization are directed to insure quality in production of goods and services.
Total Quality Management (TQM)
371
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.
372
Liabilities of management
Legal Principal and agentEmployer and employee
373
financial responsibility of manager
Reimbursement Indemnification - losses above and beyond
374
Other funeral professionals are colleagues rather than competitors.Relationship should encourage interaction and professional growth.
Professional associates within funeral service
375
Facilitate communications and an understanding of funeral service.Interaction should reflect social responsibility.Service to client families and community.
Professional associates among allied professionals
376
Areas of management:
Human resources Financial Marketing Facilities Office
377
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
378
hiring practices
Advertising a job without discrimination. Use of reference Interview procedures New employee orientation
379
Prohibits discrimination based on Race, Color, Religion, Sex, Pregnancy or National Origin.
Civil Rights Act of 1064 as amended in 1972 & 1978
380
Prohibits discrimination for individuals over 40 years of age.
Age Discrimination in Employment Act of 1967
381
prohibits discrimination in pay based on sex
Equal Pay Act 1963
382
prohibits discrimination based on handicap
Rehabilitation Act of 1973
383
prohibits discrimination against any qualified individual with a disability.
***Americans with Disabilities act of 1990
384
Laws Effecting Employment Practices:Avoiding discrimination against:
Hiring Promotion Operations of the business Assignment of duties of the employees, and with client families
385
Types of discrimination
Racial Ethnic Gender Age Marital status Religion Sexual orientation
386
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
387
benefits
Health, dental, and life insurance Vacation and sick time Retirement
388
compensation
Salary Compensatory time
389
Typically 90 days from date of hire. Includes initial performance review
Probation period
390
Physical examinations
New employees to determine pre-existing conditionsCurrent employees to maintain healthRelated to OSHA requirements
391
Staff communications:
Organization of the firm Table of organization (organizational chart) Lines of communication Assignment of duties
392
Responsibilities of personnel
Personal conduct Appearance and proper attire- Appropriate to duties being performed- Conform to local customs RURAL vs. URBAN
393
Staff development:
Professional growth Continuing education
394
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
395
Important considerations in retaining employees
Communication Use of employee manual Involvement in the decision making process Recognition and reward Private criticism or reprimand
396
Twelve guidelines- employee relations
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.
397
Efficient utilization and adequate regulation of assets, revenue, expenditures, and capitol rights.Accounting system Budgeting Establishment of prioritiesManagement of capitol
Financial management
398
Management of assets and liabilities which includes:
Cash flow Accounts Receivables (money owed to you) Inventory Fixed assets (long term investments in your business)
399
Financial management monitoring to include:
Cost analysis Price structure re-evaluation Financial ratios (assets vs. liabilities, expenses vs. revenues)
400
Process of planning and executing development, pricing, promotion, and distribution of an organization’s goods and services
Marketing management
401
Marketing mix and merchandising
ProductDistributionPricePromotion
402
Art of making the public aware of service or commodities that a business has for sale.
Advertising
403
- inducing the public to have a positive feeling about a particular business.
Customer relations Public relations -
404
Obtaining and maintaining of adequate work space and funeral equipment.
Facilities Management
405
Facilities and equipment requirements
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.
406
Administration and supervision of office duties and functions
Office management
407
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
408
Enter 21st Century kicking, screaming & holding onto practices we have clung to for the last 100 years
Old Philosophy in funeral service
409
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.
410
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
411
o Forensically trained physiciano MD or DO (Doctor of Osteopathy)o Investigate questionable or unattended deaths.o Appointed.
medical examiner
412
o Public officero Investigates questionable or unattended deaths.o Elected.o Often funeral director.
coronerjustice of the peace (JP)
413
within a state – private carrier needs report of death
Intrastate
414
between states - private carrier needs burial transit permit
Interstate
415
“Forwarding” funeral home prepares remains for transfer to “receiving” funeral home.Within a state between two or more statesState laws dictate proper procedures
Forwarding remains
416
Preparation of remains
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
417
Receiving remains
Service and merchandise of “receiving” funeral home.Varies with those provided by “forwarding” funeral home.Family wishes
418
any carrier required by law to convey passengers or freight without refusal if approved fare or charge is paid. Airline, train, etc.
Common carrier
419
considerations for common carrier
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
420
those who transfer only in particular instances and only for those with whom they choose to contact.Funeral home vehicles and livery.
Private carrier
421
Preparation of remains
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!!
422
Steps to protect clothing and casket interior
Plastic around head and handsLower mattressSteps to minimize and prevent purge – ASPIRATE!!! ASPIRATE!!! ASPIRATE!!! Plastic around head.
423
Outer enclosure utilized for protection of body and/or casketed remains during transportation.
Transfer container
424
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
425
Transfer container consisting of a wooden tray with cardboard covering for the casket.Transport embalmed or un-embalmed body.
Air tray
426
Gasket-sealed container which can be used as an insert into a casket or a separate shipping container.
Ziegler case
427
can be used for un-embalmed bodies and floaters
Metal case
428
when transferring gasketed caskets via commercial airlines what should you remember
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.
429
Paperwork and documentation for transfer of human remains
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.
430
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
431
return decedent to country of origin
Repatriation
432
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 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
433
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.
434
sudden misfortune resulting in loss of life and/or property.
Disaster
435
unforeseen combination of circumstances resulting in need for immediate action
Emergency
436
Types of disasters
Naturalman made/ Human – responsibleCombination
437
Hurricanes Floods Earthquakes “Acts of God”
Natural disasters
438
Fires Transportation CrashesStructural collapses Nuclear accidentsExplosions Bombings
man made/ human responsible disasters
439
Effects of natural and human responsible events.Airline crash during thunderstorm.
combination disasters
440
Disasters vary according to:
Time / Size and scope / Damage / Injury / DeathDisruption of family and community
441
potential victims
Those directly involved – Residents, those who lost homes, other personal possessions from flood or earthquake.
442
a phenomenon experienced by survivors“Why me?” “Why didn’t I die?”
Survivor’s guilt
443
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.
444
Requires strategic planning – extremely importantOrganized care and preparation of deceased disaster victims.Multi-disciplinary approach.
Disaster response
445
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
Multi-disciplinary approach
446
Organized 1990Any federally declared emergency situation13 emergency support functionsCreated the National Disaster Medical System (NDMS).
Federal Disaster Response Plan
447
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
National Disaster Medical Support (NDMS)
448
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.
Disaster mortuary operational response teams (D Mort)
449
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
450
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.
451
General concerns
Care for survivors - Protect disaster site for investigation.Mark and record location of remains.Debrief and counsel disaster workers.
452
Specialized activitiesRelated to general concerns:
Communications Notification IdentificationDistribution Consolation
453
Federal, state, and local concerns
Legal considerationJurisdiction over disaster areaResponsibility for disaster area
454
Financial considerations
Who will pay?FederalStateLocalPrivate
455
administration of a funeral home enterprise
Funeral service management
456
Areas of management:
Marketing/ Office/Personnel/Facilities/Financial
457
Primary objective of funeral home management is to
Fulfill needs of client families and community resulting from death.
458
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
459
Expenses
“Overhead” (Cost of doing business)/Salaries/Building (maintenance of building and grounds)/Utilities / Supplies
460
Make profit/True for any business/Not a “four-letter word”
Return of investment (ROI)
461
putting money back in your businessSpending large sums of money for Building, Equipment, Furnishings, and Livery
Capital improvements
462
Functions of management
Planning/Organizing/Directing/Evaluating
463
(personal life & business) determining in advance what needs will be accomplished in order to achieve a particular goal
planning
464
Steps in the planning process
Establish a mission statement / Set goals and objectivesFormulate strategy for meeting goals and objectives
465
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
466
(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
467
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
468
an objective completed within one to five years
short term
469
an objective completed in five years or longer
long term
470
Strategy for achieving goals and objectives
How / When / Who / Where / WhatFor meeting established goals and objectives
471
Functions of management
Planning/Organizing/Directing/Evaluating
472
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
473
Guiding and supervising activities of an organization. Implementing and executing planned activities. Determining staff responsibilities
Directing (Actuating)
474
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)
475
“Let the seller beware.”
“caveat venditor”
476
“Let the buyer beware.”
“caveat emptor”
477
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.
478
Motivating people in organizations to develop team work which effectively fulfills their needs and achieves organizational objectives
Human relations
479
Energizing, channeling & sustaining people’s beh
Motivation
480
Who studied the theories of motivation
Abraham Maslow Frederick Herzberg Douglas McGregor
481
“Hierarchy of needs”From lowest to highest
Physiological Security Belongingness and love Esteem Self-actualization
482
need for air, water, food and sex for procreation
Physiological
483
need for safety, order, freedom, from fear or threat
Security
484
the need for love, affection, feeling of belonging & human contact
Belongingness and love
485
need for self-respect, self-esteem, achievement & respect from others
Esteem
486
need to grow, to feel fulfilled, to realize one’s potential
Self-actualization
487
Workplace can fulfill different needs at each level. Fulfillment of needs by management should motivate individuals to be better employees
Abraham Maslow
488
“Two factor theory” Man has two sets of needs
Frederick Herzberg –
489
Frederick Herzberg – “Two factor theory”
1. Avoid pain and satisfy basic needs.2. Achieve and experience psychological growth.
490
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.
491
Job satisfaction and dissatisfaction are separate dimensions.Improving hygiene will make work more tolerable.Enhancing motivators will increase job satisfaction and productivity.
---
492
“Theory X” “Theory Y”
Douglas McGregor
493
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”
494
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”
495
The theory adopted by management determines:
Level of motivation Job satisfaction Productivity
496
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
497
Everyone working together as members of a team.Coordination of time, ability, and effort
TEAM concepts
498
Efforts of all members of an organization are directed to insure quality in production of goods and services.
Total Quality Management (TQM)
499
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.
500
Liabilities of management
Legal Principal and agentEmployer and employee
501
financial responsibility of manager
Reimbursement Indemnification - losses above and beyond
502
Other funeral professionals are colleagues rather than competitors.Relationship should encourage interaction and professional growth.
Professional associates within funeral service
503
Facilitate communications and an understanding of funeral service.Interaction should reflect social responsibility.Service to client families and community.
Professional associates among allied professionals
504
Areas of management:
Human resources Financial Marketing Facilities Office
505
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
506
hiring practices
Advertising a job without discrimination. Use of reference Interview procedures New employee orientation
507
Prohibits discrimination based on Race, Color, Religion, Sex, Pregnancy or National Origin.
Civil Rights Act of 1064 as amended in 1972 & 1978
508
Prohibits discrimination for individuals over 40 years of age.
Age Discrimination in Employment Act of 1967
509
prohibits discrimination in pay based on sex
Equal Pay Act 1963
510
prohibits discrimination based on handicap
Rehabilitation Act of 1973
511
prohibits discrimination against any qualified individual with a disability.
***Americans with Disabilities act of 1990
512
Laws Effecting Employment Practices:Avoiding discrimination against:
Hiring Promotion Operations of the business Assignment of duties of the employees, and with client families
513
Types of discrimination
Racial Ethnic Gender Age Marital status Religion Sexual orientation
514
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
515
benefits
Health, dental, and life insurance Vacation and sick time Retirement
516
compensation
Salary Compensatory time
517
Typically 90 days from date of hire. Includes initial performance review
Probation period
518
Physical examinations
New employees to determine pre-existing conditionsCurrent employees to maintain healthRelated to OSHA requirements
519
Staff communications:
Organization of the firm Table of organization (organizational chart) Lines of communication Assignment of duties
520
Responsibilities of personnel
Personal conduct Appearance and proper attire- Appropriate to duties being performed- Conform to local customs RURAL vs. URBAN
521
Staff development:
Professional growth Continuing education
522
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
523
Important considerations in retaining employees
Communication Use of employee manual Involvement in the decision making process Recognition and reward Private criticism or reprimand
524
Twelve guidelines- employee relations
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.
525
Efficient utilization and adequate regulation of assets, revenue, expenditures, and capitol rights.Accounting system Budgeting Establishment of prioritiesManagement of capitol
Financial management
526
Management of assets and liabilities which includes:
Cash flow Accounts Receivables (money owed to you) Inventory Fixed assets (long term investments in your business)
527
Financial management monitoring to include:
Cost analysis Price structure re-evaluation Financial ratios (assets vs. liabilities, expenses vs. revenues)
528
Process of planning and executing development, pricing, promotion, and distribution of an organization’s goods and services
Marketing management
529
Marketing mix and merchandising
ProductDistributionPricePromotion
530
Art of making the public aware of service or commodities that a business has for sale.
Advertising
531
- inducing the public to have a positive feeling about a particular business.
Customer relations Public relations -
532
Obtaining and maintaining of adequate work space and funeral equipment.
Facilities Management
533
Facilities and equipment requirements
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.
534
Administration and supervision of office duties and functions
Office management
535
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
536
Enter 21st Century kicking, screaming & holding onto practices we have clung to for the last 100 years
Old Philosophy in funeral service
537
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.
538
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
