The First Call and Transfer of Remains - Vocabulary Flashcards

Vocabulary flashcards covering key terms and concepts from Chapter 5: The First Call and Transfer of Remains.

First Call (Notification of Death)

The initial request, usually by a surviving family member, for a funeral home to transfer a deceased from the place of death to the funeral home and to carry out the next of kin's funeral and disposition wishes.

Phone-Centric First Call

Most first calls occur by phone (about 98%), with only a small portion by walk-in.

Transactional Nature of the First Call

The process is transactional: staff determine the inquiry type and categorize as at-need, imminent, pre-need, or price shopping.

Pricing or Shopper Inquiries

Inquiries to determine services, explain options, ensure FTC compliance, and provide price ranges when broad; itemized pricing when specific choices are made.

FTC Compliance (Pricing Disclosures)

Regulations governing price disclosures and ranges during shopper inquiries.

Tone of Voice Guidelines

Sympathetic yet professional; avoid excessive sorrow or cheer; use inflection; speak slightly slower; clear diction; appropriate volume and language.

Salutation on Calls

State the funeral home name and your name; use formal or informal address as appropriate.

Formal vs. Informal Address

Use Mr./Mrs. Lastname for formal calls; use given name (John/Jane) for less formal interactions.

Phrases to Avoid

Avoid phrases like: Merry Christmas, Happy Holidays, How was your day?, Thank you for your business, Hold on.

Finalizing the Call

Read back information for accuracy; give an estimated arrival time in minutes; explain transfer procedures; identify who will be present; invite caller to close and offer to answer questions.

Information Needed From Caller (At-Need)

Name of deceased; location and conditions; caller’s name and relation; next of kin/authorized agent; next of kin contact; physician contact; confirm personnel/entrance; time of release; documents (release form, license); autopsy status; refrigeration; DOB/DOD/TOD; age; religious considerations; permission to embalm; ready for the funeral director.

Next of Kin / Right to Possess Remains (Illinois)

Disposition of Remains Act designates who may possess/arrange disposition (executor, surviving spouse/children/parents, designated adult, indigent/state cases, donated remains, etc.).

Third-Party Answering Service

External answering service; ensure warmth and accuracy; review calls and coordinate with the funeral home.

Transfer of Remains

Transfer of the deceased from the place of death to the funeral home; known as removal; transactional and relational; first meeting with family; may require permission to embalm.

Removal Vehicle Types

Vehicles used for removal: hearse, van, or station wagon; choice depends on age of deceased, location, and institution; consider day/night and readiness.

Mortuary Cot

One-man collapsible stretcher for transfer; requires sheets, cot cover, pillow or head block, protective gear, and sanitary supplies.

Infant Transfer Equipment

Baby blanket; bassinet or infant carrier; small rubber/plastic sheet; small pillow.

General Transfer Procedures

Prompt, safe transfer; drive professionally; confirm identity via chain of custody; use universal precautions; check dentures, glasses, valuables; inventory personal property; place on cot, wrap, and transport; accompany; avoid detours.

Transfers at Private Residence

Increasing due to hospice; minimum two staff; verify location; introduce self; determine equipment; inform family cot will be brought in and transfer in care; assess access.

Things to Note Along the Way

Stairways, hallway size, turns, throw rugs, obstacles, doorways, and the position of the deceased.

The Transfer Process

Carrying out the removal: bring cot into location, manage space, wrap deceased, return room to condition, and restore furniture.

Amy Cunningham’s Relational Removal

Relational approach: address the deceased or speak to the family; ask if they wish to watch or participate; decide what items go into the pouch; cover the face if desired; maintain eye contact and explain the process.

Dignity, Professionalism, and Minimal Intrusion

Maintain dignity, care, and tact; minimize intrusion; if arrangements happen at home, use two cars and have paperwork ready; ask permission to embalm; inform what information is needed for the arrangement conference.

Arrangement Conference Information

Information needed for the arrangement conference, including Social Security number, veterans DD214, vital statistics, insurance info, mother's maiden name, and a recent photo.

Clothing and Jewelry Handling

Take clothing and jewelry if available for the arrangement; otherwise instruct family to bring items to the conference.

Set Arrangement Conference Time

Schedule the arrangement conference or a follow-up call with the family.

Institutional Removal

Removal from large facilities: find designated parking and entrance, sign release, follow prescribed routes, be accompanied if possible, and avoid getting lost.

Accident/Crime Scene Removal

Procedures depend on location; remove the body only with permission from the coroner or detectives.