IFD College:Funeral Services Award Unit G1 WELCOME IFD College:Funeral Services Award Unit G1

First calls Measuring and Conduct Funeral Foundation G1 First calls Measuring and Conduct IFD College:Funeral Services Award Unit G1

IFD College:Funeral Services Award Unit G1 Learning outcome 1 Take initial information which leads to the arrangement of a funeral IFD College:Funeral Services Award Unit G1

IFD College:Funeral Services Award Unit G1 First Call The initial enquiry leading to the arrangement of a funeral. First impressions set the tone for our future dealings with our clients. Clients should feel that the person taking the call is pleasant, sympathetic, helpful and patient. Ask students before next slide IFD College:Funeral Services Award Unit G1 G1

IFD College:Funeral Services Award Unit G1 First Call May be from A relative of the deceased A Friend of the family A Doctor A Clergyman A District or home nurse The Police Nursing Home staff IFD College:Funeral Services Award Unit G1 G1

IFD College:Funeral Services Award Unit G1 First Call May be A request to effect an immediate removal. To arrange a removal at a set time. To enquire about costs and services. To make an appointment to arrange a funeral. To ask for advice – ‘What do I do now’ IFD College:Funeral Services Award Unit G1

First Call - information Callers name, address, telephone number and relationship (if any) to the deceased. Deceased’s name and address. Date, time and place of death. Is the deceased to be Buried or Cremated? IFD College:Funeral Services Award Unit G1

IFD College:Funeral Services Award Unit G1 First Call - Doctor Has a Doctor attended? Doctor’s name & Practice. Has s/he given permission for the deceased to be moved. Has s/he been notified of any proposed Cremation? IFD College:Funeral Services Award Unit G1

IFD College:Funeral Services Award Unit G1 First Call - Doctor In the case of an expected death the Doctor may decline to attend. If so will s/he be able to sign the medical certificate giving cause of death? Has s/he consented to the deceased being removed? IFD College:Funeral Services Award Unit G1

IFD College:Funeral Services Award Unit G1 First Call Does the family/caller want the deceased moved now or later? Some families may wish the deceased to remain at home until close relatives have arrived to pay their respects. Some, for religious or other reasons, may not wish the deceased to be moved at all IFD College:Funeral Services Award Unit G1

IFD College:Funeral Services Award Unit G1 Learning Outcome 2 Advise clients about certification and documentation following a death IFD College:Funeral Services Award Unit G1

Certificates and Documents Medical certificate of Cause of death Doctor’s Cremations certificates B & C Coroner’s E Certificate Coroner’s order for burial Registrar’s certificate for burial or cremation Crematorium Application A Crematorium Application for disposal of cremated remains. IFD College:Funeral Services Award Unit G1

IFD College:Funeral Services Award Unit G1 Learning Outcome 3 Demonstrate the ability to take accurate measurements of the deceased. IFD College:Funeral Services Award Unit G1

IFD College:Funeral Services Award Unit G1 MEASURING LENGTH OF BODY WIDTH OF BODY FROM MID INSTEP TO TOP OF HEAD WIDEST POINT USUALLY SHOULDERS, BUT MAY BE ELBOWS OR HIPS. HOSPITAL MEASUREMENTS ARE BEST DOUBLE CHECKED IFD College:Funeral Services Award Unit G1 G1

IFD College:Funeral Services Award Unit G1 MEASURING COFFIN SIZE GIVEN BY COFFIN MANUFACTURER IS THE INSIDE DIMENSION. COFFIN SIZE GIVEN TO GRAVEDIGGER SHOULD BE OUTSUDE DIMENIONS INCLUDING FITTINGS. THIS MAY BE 2 –3 INCHES MORE THAN THE INSIDE DIMENIONS, EVEN MORE FOR A CASKET IFD College:Funeral Services Award Unit G1 G1

IFD College:Funeral Services Award Unit G1 MEASURING GRAVEDIGGERS SHOULD BE TOLD IF A COFFIN OR CASKET IS BEING USED. AVOID USING A COFFIN WHICH IS TOO SMALL. THE DECEASED SHOULD NOT LOOK CRAMPED OR SQUASHED IN. IFD College:Funeral Services Award Unit G1 G1

Inches, feet & inches, centimetres, metres and centimetres BE CLEAR Inches, feet & inches, centimetres, metres and centimetres IFD College:Funeral Services Award Unit G1

IFD College:Funeral Services Award Unit G1 Learning Outcome 4 Identify reasons for high standards of dress, appearance and behaviour in the funeral profession and the need for confidentiality IFD College:Funeral Services Award Unit G1

IFD College:Funeral Services Award Unit G1 HOW OTHERS SEE US How we behave How we dress Attitude to clients and the Public Attitude to colleagues Attitude to Staff from other Firms Using the correct terminology “You represent your business, you may be the only member of staff the public see. You also represent yourself. Pride in your own appearance.” Examples: Dirty Nails, B.O. Garlic breath Dirty shoes etc. IFD College:Funeral Services Award Unit G1 G1

YOU ARE WHAT THE PUBLIC SEE YOUR ENTIRE FIRM MAY BE JUDGED BY ONE PERSON’S PERFORMANCE AND BEHAVIOUR. IFD College:Funeral Services Award Unit G1

Standards and Conduct of Funeral Staff DRESS AND APPEARANCE Smoking at work Behaviour IS THIS ACCEPTABLE? IFD College:Funeral Services Award Unit G1 G1

IFD College:Funeral Services Award Unit G1 Confidentiality Clients interests. Your company Photography in the workplace Answering questions about the deceased Giving information Questions we are asked: “What did he die from?” “Can I have the address to send a card?” Things we are told: “His wife was having an affair” Confidentiality doesn’t just apply to the confidences of our clients. Talking about your employers business can be seen as a breach of confidence. Unauthorised photography may also be a breach of confidence, ASK ”When do you think photographs are acceptable?” IFD College:Funeral Services Award Unit G1 G1

IFD College:Funeral Services Award Unit G1 Learning Outcome 5 Communicate effectively with colleagues and clients. IFD College:Funeral Services Award Unit G1

Effective communication Telephone Visitors Colleagues Taking messages and passing information. IFD College:Funeral Services Award Unit G1