First Call and Transfer of Remains

What is the definition of a first call?

The request, usually made by a surviving family member, for

a funeral home to transfer a deceased from the place of death to the funeral home and for the funeral home to carry out the wishes of the next of kin regarding funeral services and disposition

What is the procedure for accident or crime scene removal?

The location and conditions will dictate the procedures to follow; only remove the body if coroner/detectives have given permission

If you are removing from an institution, what are the proper steps?

Find designated parking and entrance, sign the release form and/or give the family a signed release form and sign the receipt for belongings, and use the set route prescribed by the employees

What should you do for pricing or "shopper" inquiries?

Determine what types of services are desired, explain the various options, make sure to be compliant with FTC requirements (provide range of prices when inquiry is broad/itemized pricing info when specific choices are made)

What are relational things to keep in mind?

Tone of voice (sympathetic yet professional), speed of questions and pronunciation (slow), diction (clear voice), volume (medium), phone image should match in face-to-face, and salutation (funeral home name and your name)

What are phrases to avoid?

Merry, happy, how was your day, thank you for your business, hold on

When finalizing the call, what should you do?

Read back info to ensure accuracy, give caller approximate time you will arrive for transfer, determine who will be present for the transfer and explain procedures, allow the caller to close convo, and assure the caller they can call back if they have any questions

What information do you need from the at-need caller?

Name of deceased, location/directions/conditions of facility, name and relation of caller, name of NOK, phone # NOK, attending physician name and contact, DOB-TOD-DOD, age of deceased, and permission to embalm

What to do if there is a 3rd party answering service involved?

Make checks and tests, listen to recorded calls and make sure all the info is correct, FD still needs to coordinate with the family

What is the definition of transferring remains?

The transfer of the deceased from the place of death to

the funeral home "removal"

What are transactional items to keep in mind at removal?

Will the family be present, first chance to meet family, and get permission to embalm

What are relational items to keep in mind at removals?

Focus on the family, and begin looking at life memories of the deceased

What are the types of vehicles?

Hearse (funeral coach), van, and station wagon (suburban)

Who is the type of vehicle used determined by?

Management

What are the determining factors for which vehicle is used?

Age of deceased, location, institution (van for nursing home or hospital/coach for home removal), day or night and is it ready

What are the determining factors for staffing needs?

Is a license required to transport the dead, is someone there trained on technical and interpersonal procedures, do you have or need outside help (3rd party service, law enforcement, firefighters)

What equipment is necessary for a removal?

Mortuary cot, collapsible/flexible stretcher (smooth mover), sheets and cot cover, pillow or head block, rubber or plastic sheets, towels, mortuary body bag or pouch, ppe, and sanitary accessories

What do you need for a infant transfer?

Baby blanket, bassinet or infant carrier, small rubber or plastic sheet, and a small pillow

What are general transfer procedures?

Should be made promptly, transfer vehicle should be driven responsibly, confirm and document identity, universal precautions, check for dentures, glasses, med devices, document and inventory personal property, deceased on cot, wrap/cover deceased appropriately, always accompany deceased

What should you do for transfers at a private residence?

Two people minimum, one staff member should verify the location while the other remains in the vehicle, introduce to the family and determine the equipment needed, determine obstacles

Things to note on removals

Stairs, size of hallways, number of turns, throw rugs, things that need to be moved, doorways, and position/condition/size of deceased

What are the steps for the transfer?

Ask family if they want to stay/leave, bring equipment in, don't dirty the space/scratch the walls, be quiet, wrap deceased/strap to cot, leave the room as clean as possible, straighten area, and return anything moved back to original position

Amy Cunningham's removal

Speak to the deceased

Ask family if they want to participate

Ask items ot be included in pouch

Ask family to cover the face

Maintain eye contact and communicate

Order of what NOK has the right to possess remains in Illinois?

1. Person designated by the Disposition of remains act (755 ILCS 65/1)

2. Executor/legal rep acting in accordance with the will

3. Surviving spouse

4. Surviving competent adult child/children

5. Surviving competent parent

6. Surviving competent adult person/person (next degree)

7. Indigent/Responsibility of the state- public admin., medical examiner, coroner,

state-appointed guardian, public official charged with arranging final disposition

8. Donated their body to science/nursing home/private institution and executed

cremation authorization...institution charged with disposition...up to institution

9. Any other person or org. willing to assume legal and financial responsibility