I. Prearranged Funerals
A. Arrangement conference
1. Emotional differences from at need funerals
2. Ability to address emotional needs more effectively
B. Prohibiting or making alterations to the contract
C. Fulfilling the wishes of the deceased
II. Funeral Arrangements after Death
A. Attitude towards the family at the first meeting
1. Determine next of kin or person in charge
2. Comfort the family, according to the individual needs of the
bereaved
B. Identification of the persons who are qualified to give
permission for release of the deceased from a hospital, or
to sign the hospital death record, if required
C. Steps between initial notification of death and removal of
the deceased
2. Funeral home personnel and equipment dispatched
a. Techniques and equipment employed in the dignified removal
of remains under diverse conditions
(1). Rubber gloves and apron
(4). Canvas stretcher and/or webbing
(7). Bassinets for infant removal
b. Steps between initial notification of death and removal of
the deceased when the bereaved are not present at the time
of death, regardless of the place or manner of death
including, but not limited to, the fune
3. Release from proper authority, especially in medicolegal
cases
4. Notification of clergy
5. Ascertain if relatives desire to remain in the room where
deceased is to be removed
7. Check for dentures, jewelry, valuables and religious
articles on the deceased
9. Body should be placed on the cot in a dignified manner and
the cot in the funeral care in like manner
10. Attempt to determine emotional stability of next of kin and
the extent to which counseling may be beneficial
D. Identification of attending physician
E. Setting the arrangement conference appointment
F. Items and information needed at the time of the arrangement
conference
1. Social security and veterans information
2. Vital statistics information
3. Clothing, jewelry, ect.
4. Life insurance forms, burial insurance forms, etc.
G. Identification of persons who qualify to authorize embalming
and/or autopsy and/or restorative art
III. Arrangement Conference: At Time of Death
A. Items usually included in the arrangement conference
1. Time, date and location of service in consultation with
officiant
3. Casket-bearer information
5. Disposition (interment, cremation, entombment)
6. Expenses which the funeral director has no control over
7. Financial arrangements
b. Insurance, assignment procedures
B. Items of information that must be completed
1. Obituary classified (death notice) or editorial
a. Vital statistics information from death certificate
e. Information about services
2. Death certificate (fetal or standard)
a. Vital statistics provided by informant
b. Medical certification provided by M.D., D.O., J.P., Coroner
c. Funeral director's and/or embalmer's information
d. Registrar's information
e. Purposes of the death certificate
(1). Legal and permanent statistical record filed with Bureau of
Vital Statistics
a. Completed death certificate filed with Bureau of Vital
Statistics
b. Release from medical examiner
c. Purposes of burial transit permit
(1). Legal permit to transport and/or dispose of a dead human
remains
(2). Record of disposition (burial, removal, donation, cremation)
a. Social security number of the deceased
b. Determine if spouse was living in same house hold at time of
death
c. Was deceased an eligible worker?
a. Marker, flag, burial allowance, plot interment allowance
b. Other than dishonorable
6. Active armed forces benefits
7. Railroad retirement benefits
8. Release authorization forms: determine next of kin or person
authorized for signature
C. Items commonly used to meet the funeral needs of those being
served
1. Casket and outside enclosure
2. Urn or vase for cremated remains
D. Involving the family, the clergy and the funeral director in
setting visitation hours, time of the funeral, and order of
service
1. Diversity of religious custom and tradition and the wishes
of the family
2. Coordination wishes of the family, requirements of the
religion, legal requirements and local customs
IV. Casket Selection
V. Visitation
VI. American Religious Funerals
A. Protestant funeral rites
1. The Protestant funeral classified by location of services
a. Liturgical church considerations
(1). As applied to architecture
(2). As applied to order or worship
b. Non-liturgical church considerations
(1). As applied to architecture
(2). As applied to order or worship
c. Conducted from a chapel
(4). Public auditorium, hall, or lodge
2. The conducting of a Protestant funeral
a. Preservice considerations
(1). Casket placement and position
(2). Seating arrangements
(4). Officiant funeral director review of service detail
(a). Viewing of remains, closed/open casket
(c). Private family service, where and when
(d). Auxiliary organizations
(e). Processional/recessional order
(f). Honorarium and church fees
b. The service in a Liturgical Protestant Church
(1). Gospel/Epistle Side (architecturally) considerations
(7). Communion at a funeral service
(9). Usual order of service
c. The service in a non-Liturgical Protestant church
(1). Architectural considerations
(2). Absence of pall and attendants, candles, vestments
(d). Seating family, honorary and active casket bearers
(f). Order of processional, recessional and order of service
3. The Protestant funeral conducted in conjunction with
auxiliary services such as lodge, civic club or civic
organizations
4. The Protestant committal service
(6). Other relatives and friends
(7). Special treatment of honorary groups
b. Procession to gravesite
(1). Clergy and funeral director
(2). Casket and casket bearers
c. Commonly employed order of service at the grave
(3). Committal with/without earth or flowers
(5). Presentation of flag
(6). Dismissal of casket bearers
(7). Placement of boutonnieres on casket
(8). Dismissal of family, friends
B. Roman Catholic funeral rites
b. Reverence for sacred objects: crucifix, rosary beads, prayer
books, etc.
e. Smoothness of procedure
2. Roman Catholic terminology
a. Christian Burial Certificate (priestly lines Christian
Burial Permit)
j. St. Christopher medals
3. General information regarding Roman Catholic funerals
a. The Sacrament of the sick (Ritual of Anointing, Last Rites,
Last Sacrament, Sacrament of Extreme Unction)
b. Funeral Mass for Christian Burial
e. Inscriptions, INRI, IHS
f. Appropriate terminology in addressing Roman Catholic clergy
4. Roman Catholic pre-service procedure
b. Preparation of remains
(1). For a deceased priest
(1). Placement of rosary beads
(2). Placement of crucifix on casket
(3). Placement of the Sacred Heart
5. General information regarding the funeral mass
a. Eligibility for a funeral mass for an adult
d. Days on which the mass is prohibited
f. Cremation and the stand of the Roman Catholic Church
g. Interment requirements
h. Information regarding the Roman Catholic clergy
(2). Transportation needs
i. The Mass of Angels or Funeral Mass for Children
6. The Roman Catholic wake service
(2). Liturgy of the Word (scripture readings)
h. Religious paraphernalia
(6). Tray for Mass and spiritual bouquet cards
7. The Roman Catholic funeral mass
c. Method of moving casket into and out of the church
(1). Procession into the church
(d). Casket and casket bearers
(2). Casket placement in the church
C. Orthodox Jewish funerals
4. Preparation of remains
a. Embalming usually not practiced
b. Relationship to civil law
c. Dressing and casketing of remains
(4). Casket characteristics
(5). Mogen David placed on foot-end of casket
(6). Palestine earth under head of deceased
(7). Menorah placed at the head of casket
5. Orthodox Jewish funeral services
b. Special clothing for service
c. Closure of casket prior to service
d. Flowers ordinarily prohibited
e. Cortege: stops at synagogue, stops for prayer
6. Jewish committal services
b. Absence of lowering device, use of straps
c. Treatment of outside enclosure
d. After-service call to furnish family with shiva candles,
stools, and Yahrzeit calendar
D. Conservative and Reform Jewish funeral procedures
1. Preparation of remains
b. Clothing selected by family
c. No prohibitions as to type of casket
2. Pre-funeral arrangements
a. Remains dressed and casketed as soon as desired by family
b. Remains may lie in-state until casket closed just prior to
service
c. Floral offerings may be displayed
a. Prohibited on Saturdays
b. May be from funeral home, residence, or in temple
c. May hold in forenoon or afternoon
a. Final disposition method is optional, in accord with family
wishes
b. No prohibitions regarding interment; casket lowered
following family departure
E. Other religious funeral rites
1. Christian Science (The Church of Christian Scientist)
a. Services never held in Christian Science Church
b. Officiate: A reader or authorized practitioner
c. Preferred terminology prohibits "death and deceased,"
preferably use "passed on"
d. Most instances will come under jurisdiction of medical
examiner, or coroner
b. Paraphernalia similar to that used for Roman Catholic
services
c. Following the services, the last kissing is carried out,
kissing the Icon
3. Jesus Christ of Latter-Day Saints (Mormon)
a. Special clothing for descendants who have been through the
temple
b. Bishop of the ward in which deceased resided presides
c. At no time should an honorarium be offered to person
conducting services
d. Funeral services are not conducted in the temple
4. Religious Society of Friends (Quakers)
a. The church is called the Friends' Meeting House
b. Any member but the Elder of the Society becomes "overseer"
of the service
c. Typically the funeral director will have no part in the
service
VII. Fraternal and Military Groups in America
A. Fraternal Order of Eagles: Worthy President, Worthy Chaplain
B. Order of the Eastern Star: Officers of the Lodge
C. Benevolent and Protective Order of Elks: Exalted Ruler
D. The National Grange: Master
E. Knights of Pythias: Chancellor Commander
F. Knights of Columbus: Grand Knight
I. Masons, Free and Accepted: Master of the Lodge
J. Modern Woodmen of America: Consul, Master of Ceremonies
K. Independent Order of Odd Fellows: Nobel Grand
L. Rebekah's: Noble Grand
M. Royal Neighbors of America: The Oracle
N. Woodmen of the World: Consul Commander
O. The American Legion funeral rites
1. Non-sectarian and very similar to the military funeral
2. The American Legion funeral requires 21 men: Chaplain 1,
Bugler 1, Color bearers 2, Color Guards 2, Commander of the
Post 1, Firing Squad 7, Commander of the firing squad 1,
Casket bearers 6
3. Casket usually covered with the American flag
4. The cortege to the cemetery
5. The chaplain leads the casket from the coach to the grave
P. Military funeral rites
2. Chapel service and graveside, or only a graveside service
3. Casket usually covered with the American flag
4. The Military funeral cortege
Q. Military funeral procedures
1. Notification of next-of-kin
2. Authority of military escort and survivor's assistant
officer
3. Burial benefits and survivors' benefits
4. Military funeral protocol
5. Care of remains by military
a. Embalming and identification procedures
b. Location of military mortuaries
c. Civil/military morticians
6. Military casket standards
7. Contracts with civilian funeral homes of the care of
military personnel
a. Bidding for the contract
b. Contract requirements and standards
R. National cemetery requirements
1. National cemetery eligibility for veterans
2. Arlington National Cemetery requirements
a. Required status of deceased
d. Shipment of remains to cemetery
e. Grave marker inscriptions
g. Children's eligibility
3. Other national cemeteries and veterans cemeteries
VIII. Non-Traditional Funerals
A. Need for funeral options
B. How to prepare to offer non-traditional funerals
C. Financial considerations
D. Varieties of non-traditional funerals
IX. Disaster Preparedness
B. Need for a disaster plan
C. NFDA disaster preparedness plan
D. Financial impact on society and funeral director
X. International Shipping of Human Remains
A. Shipping to and from the U.S.A.
C. Sources of information
E. Payment procedures and considerations
F. Impact on funeral arrangements
XI. ThanaCAP/Funeral Service Consumer Arbitration Program
E. Arbitration procedures
F. Role of funeral director and consumer
XII. The Funeral Director as a Care-Giving Professional
C. With professional associates
XIII. The Funeral Director as a Manager
B. Need for effective management in attaining funeral service
objectives
a. Primary: Fulfilling the needs of clients and the community
public incurred by death
b. Secondary: Insuring that funds are available for meeting
expenses, for providing a reasonable return on investment,
and for capital improvements
2. Ineffective management of capital, personnel and other
resources as a deterrent to attaining objectives
a. Mismanagement of personnel
b. Financial mismanagement
C. Functions of management related to funeral service practice
b. What courses of action should be adopted or followed?
c. Location: potential, zoning, etc.
d. Land and physical facilities
e. Financial needs and their attainment
a. Who should do what work?
b. Where should action take place?
d. Clerical work: establishing records, accounting system, etc.
e. Financial expenditures: budgeting, priorities, etc.
a. Why and how should personnel perform their respective tasks?
b. Delegation of responsibilities (communications)
d. Motivation of personnel
f. Social, ethical and professional conduct
a. Are the actions begin performed; when, where, and how in
accordance with plans?
b. Financial: time use, fixed and variable costs, break-even
charts
c. Quality of care and service: asking, listening, follow-up
questionnaires
d. Evaluating progress: historical review, comparison, use of
ratios
e. Price structure re-evaluation
E. Contemporary concepts of management related to funeral
service management
a. More service-oriented than product-oriented
b. Less emphasis on sales and more emphasis on determining and
satisfying needs in funeral service
c. Increasing managerial interest in social responsibility
d. Emphasis on the care-taking role of the funeral director
a. Client-caretaker relationship
b. Management concept of "caveat venditor" (let the seller
beware)
c. Funeral service management more personal, more advisory, and
more confidential than other managerial groups
d. Greater responsibility for educating the consumer
a. Serving the total community while meeting the particular
needs of a client
b. Obligation to assist community educational programs related
to death and grief
c. Responsibility to provide advertising and informational
programs which will best insure the professional growth of
funeral service
d. Total service of the firm must be available to those every
economic circumstance
a. Importance of effective human relations in the workplace
(1). For attaining objectives of the firm
(2). For effective public relations through all funeral service
personnel
(1). Use of references recommended
(2). Use of interviews recommended
(3). Ascertaining funeral service philosophy of applicant
(4). Importance of personality
c. Orientation of new employee
(b). NFDA Code of Professional Practice
(c). Specific practices or beliefs
(a). Compensation and fringe benefits
(d). Preparation room practices
(f). Employment termination policies
(5). Organization of firm
(6). Responsibilities of personnel
(a). Actions and decisions in professional practice
(7). Professional responsibilities of new employee (job
description)
d. Theories of motivational behavior
(1). Abraham Maslow's Priority of Needs
(2). Fredrick Hertzbreg's Maintenance and Motivational Factors
(3). Douglas McGregor's Theory X and Theory Y
e. NFDA study of motivational factors
f. The motivation process
(1). Determine objectives or purpose
(2). Empathize with employee needs and wants
(3). Communicate with employee
(4). Integrate employee-firm interest
(5). Provide auxiliary conditions: training and other incentives
g. Characteristics of an effective leader
h. Responsibilities of the managerial person
(1). Developing employee participation
(3). Understanding human relations
(4). Creating a viable and workable organization
(5). Communicating effectively
(6). Maintaining harmonious relationships: professional and
non-professional
(7). Avoiding discrimination: age, race, sex, ethnic groups
(8). Counseling staff personnel
(9). Educating employees and their families (10) Rewarding
performance effectively
5. Professional associations
a. Within funeral service
(1). Colleagues rather than competitors
(2). Interaction and professional growth among colleagues
b. Among allied professional
(1). Effective communication
(2). Facilitating an understanding of funeral service and promote
it's growth
(3). Social responsibility and improvement of service to clients
and the community
XIV. Business, Social and Ceremonial Etiquette
A. Definition of etiquette, manners, protocol
B. Importance of etiquette training to the funeral service
profession
XV. Business Etiquette
c. Less important to more important
d. Use identifying phrase: titles, occupation, relationship
2. Receiving line etiquette
5. When introduced incorrectly
6. What to do when introduced
1. Use of "Dr." (M.D. and Ph.D.)
2. Use of "Sir" and "Ma'am"
a. Protestant: Reverend, Pastor, Mr.
b. Roman Catholic: Father, Reverend, Sister
c. Orthodox: Father, Reverend
b. Identification: business name, name
4. Placing a business call
7. Receiving a call on another person's telephone
8. Interruptions while telephoning
E. Business correspondence
2. Mechanics of the letter
a. Inside address and date
(2). To married woman doctor
a. Say what you truly feel
b. Don't dwell on details or illness or manner of death
2. To whom are condolence letter written?
2. Letter of introduction
b. Have facts about yourself in logical order
4. Behavior during interview
6. Acknowledge the interview
2. Introductions to fellow workers
3. Work harmoniously with others
e. Borrowing and lending money
4. When leaving a company
1. Excessive familiarity in small office
J. Business and professional cards
1. Occasions for giving gifts
2. Gift list: avoid duplication
4. Thank you notes for business gifts
1. To whom should they be sent?
b. When to introduce a business topic
2. Dinner parties for business guests
1. Parliamentary procedures - Robert's Rules
a. Mechanics of presenting a motion
Q. Etiquette with handicapped
3. Paralysis or loss of limb
R. Etiquette for those who smoke
XVI. Social Etiquette
1. Cardinal principle: thoughtfulness
c. Seating on public conveyances
b. Checking hats and coats
d. Waiting for people at a restaurant
(2). Bartender, wine steward
b. Bartenders and waiters
(4). Smoking at the table
(6). After-dinner activities
(1). Written replay to invitation
(4). Overstaying your welcome
i. Ladies room attendants
6. Beauty parlor owner and beauticians
2. Newspaper "cards of thanks"
4. The unexpected visitor
XVII. Ceremonial Etiquette
2. Attending a service of another faith
2. Receptions for those confirmed
D. Bar Mitzvah or Bat Mitzvah
a. Notify family and close friends
3. Sending and receiving flowers
d. Emotional support: condolence call
d. Ex-husband/wife with no bitterness present
a. Post-funeral meal/party
8. Acknowledgment of sympathy cards
11. Disposition of possessions
12. Grave care and memorial
d. Any person specifically designated by the President
a. President notifies Congress
b. Capitol Rotunda readied
c. Officers of the Chief of Protocol assume charge
b. On crossed staffs with another flag
c. On a halyard with other flags
e. On separate staffs with other flags
f. In church and auditoriums
g. On vehicles and boats, etc.
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