1. Cemetery Management May 26, 2005 By John Williams

2. Foundation Florida Law, Rules, Etc. Florida Law, Rules, Etc. Cemetery By-laws – general Cemetery By-laws – general Cemetery Rules and Regulations - specific Cemetery Rules and Regulations - specific Dedicated, Attentive Staff Dedicated, Attentive Staff

3. Primary Activities Sales/Family Service Sales/Family Service Administration Administration Operations/Maintenance Operations/Maintenance

4. Sales Presentation Presentation Maps Maps Price Lists/Price Disclosures Price Lists/Price Disclosures Contracts Contracts

5. Presentation Sales/Family Service Personnel Sales/Family Service Personnel Licensed Licensed Trained Trained Presentation Materials Presentation Materials Easily understood or explained Easily understood or explained Retention of materials Retention of materials

6. Maps Each garden, mausoleum, columbarium, etc. Each garden, mausoleum, columbarium, etc. Properly labeled Properly labeled Color coded Color coded Sold/Available Sold/Available Interments Interments Landscaping Landscaping

7. Numbering Systems Garden, Lot, Block, Space Garden, Lot, Block, Space Building, Level, Space Building, Level, Space Unique numbers Unique numbers Spacing options Spacing options Tandem (Head to Head) Tandem (Head to Head) Couch Couch Single Single

8. Garden Maps

9. Price Lists/Disclosures Price lists should be prepared and dated Price lists should be prepared and dated Everything offered by the cemetery should be included on the price list Everything offered by the cemetery should be included on the price list Discounts aren’t unusual for advance planning Discounts aren’t unusual for advance planning Available to all Available to all Discount programs should be documented Discount programs should be documented

10. Contracts Approved by DFS Approved by DFS Main sections Main sections Burial rights Burial rights Merchandise Merchandise Services Services Financing Financing Multi-part with customer getting a copy Multi-part with customer getting a copy Changes? Changes?

11. Contracts Sign-out Sign-out Control Sheet Control Sheet Separation of duties Separation of duties Record Record Active Active Voids Voids Cancels Cancels

12. Administration Contract processing Contract processing Interment order processing Interment order processing Burial processing Burial processing Miscellaneous Miscellaneous Cancelled contracts Cancelled contracts Disinterments Disinterments

13. Contract Processing Entered into management software Entered into management software Trusting Trusting Maps (if applicable) Maps (if applicable) Contract Record Contract Record Contract should be checked for: Contract should be checked for: Accuracy Accuracy Addition errors Addition errors Burial rights sold should be: Burial rights sold should be: Recorded in a “lot book” Recorded in a “lot book” Removed from maps as available Removed from maps as available

14. Contract Processing “AN” and “PN” stamps “AN” and “PN” stamps Merchandise stamps Merchandise stamps Customer index card Customer index card Approval of General Manager or other authorized employee (e.g. Owner or Officer) Approval of General Manager or other authorized employee (e.g. Owner or Officer)

15. Contract Processing (PIF) If family wishes, deliver/install merchandise If family wishes, deliver/install merchandise Double check lot book entry Double check lot book entry Prepare “Certificate of Interment Rights” Prepare “Certificate of Interment Rights”

16. Interment Order Processing Verify site location against Verify site location against Lot book Lot book Map Map Customer card Customer card Contract Contract Deed Deed

17. Example of an Interment Order

18. Interment Order Processing Verify completion of lot diagram Verify completion of lot diagram

19. Interment Order Processing Indicate whether memorial has been installed Indicate whether memorial has been installed Stamp back of interment order for future sign-offs Stamp back of interment order for future sign-offs Sign-off and deliver to Superintendent Sign-off and deliver to Superintendent

20. Burial Processing Update lot book Update lot book Log in burial book Log in burial book Release applicable monies from trust Release applicable monies from trust Finalize the interment order Finalize the interment order

21. Cancelled Contracts Files Files Trusting implications Trusting implications Lot book, mapping Lot book, mapping

22. Disinterments Proper authorizations Proper authorizations Authorized by all in highest class of next of kin Authorized by all in highest class of next of kin Can require court order Can require court order Lot book/mapping changes Lot book/mapping changes

23. Operations/Maintenance Activities Interments, entombments, inurnments Interments, entombments, inurnments Merchandise/Memorial installation Merchandise/Memorial installation Landscape maintenance Landscape maintenance Hardscape maintenance Hardscape maintenance Equipment maintenance Equipment maintenance

24. Identification and Confirmation of Location for Interment Administration prepares the interment order Administration prepares the interment order Grounds personnel locates grave/signature Grounds personnel locates grave/signature Family service confirms site by using map book and pins/signature Family service confirms site by using map book and pins/signature Office Manager or General Manager independently confirms site/signature Office Manager or General Manager independently confirms site/signature

25. Grave Excavation Opening should be 3’ wide by 8’ tall Opening should be 3’ wide by 8’ tall Opening should be 60” deep Opening should be 60” deep Sides should be straight and bottom level Sides should be straight and bottom level Trench Box (OSHA & practical requirements) Trench Box (OSHA & practical requirements)

26. Trench Box

27. Graveside Setup

28. Grave Closing Backfill/Compaction Backfill/Compaction Sodding Sodding Irrigation Irrigation

29. Mausoleum Entombment Crypt closure Crypt closure Ventilation Ventilation Drainage Drainage

30. Merchandise/Memorial Installation Written work order (separation of duties) Written work order (separation of duties) Checked by Superintendent Checked by Superintendent Checked by Family Service/Office Personnel Checked by Family Service/Office Personnel Errors in memorial installation can lead to big problems! Errors in memorial installation can lead to big problems!

31. Merchandise/Memorial Installation Graves Graves String line across three lot pins String line across three lot pins Pin center of grave Pin center of grave Memorial should be centered and 2-3” from top of grave line Memorial should be centered and 2-3” from top of grave line

32. Merchandise/Memorial Installation Mausoleum and Niches/Columbarium Mausoleum and Niches/Columbarium Bronze, lettering, carving Bronze, lettering, carving Templates Templates Uniform appearance is sought Uniform appearance is sought

33. Memorial Installation

34. Landscape Maintenance Grass should be mowed regularly Grass should be mowed regularly Grass should be edged from memorials, roadways and walks Grass should be edged from memorials, roadways and walks Irrigation Irrigation Fertilization, Pest/Insect Fertilization, Pest/Insect

35. Landscape Maintenance Hedges/shrubs should be sheered regularly Hedges/shrubs should be sheered regularly Trees should be pruned Trees should be pruned Turf enhancer Turf enhancer Tree health Tree health

36. Landscape Maintenance Mulch beds should be maintained Mulch beds should be maintained Flowers Flowers Artificial - fading Artificial - fading Real - dying Real - dying

37. Hardscape Maintenance Walks and roads should be free of debris, grass clippings, etc. Walks and roads should be free of debris, grass clippings, etc. Concrete fixtures, walls, etc. Concrete fixtures, walls, etc. Pressure cleaned once a year Pressure cleaned once a year Painted routinely Painted routinely

38. Hardscape Maintenance Mausoleums roof-tops (if concrete) should be sealed every 2-3 years Mausoleums roof-tops (if concrete) should be sealed every 2-3 years Asphalt roads Asphalt roads Sealed every 5 years Sealed every 5 years Resurfaced every 15-20 years Resurfaced every 15-20 years

39. Maintenance Requests Maintenance work order prepared by administration Maintenance work order prepared by administration Issued to and completed by Superintendent Issued to and completed by Superintendent Site review by administration Site review by administration

40. Equipment Maintenance Mausoleum lifts, lowering devices Mausoleum lifts, lowering devices Tractors, mowers, etc. Tractors, mowers, etc. No leaks No leaks Working condition Working condition

41. Summary Florida Law Florida Law Cemetery By-laws Cemetery By-laws Cemetery Rules and Regulations Cemetery Rules and Regulations Dedicated, Attentive Staff Dedicated, Attentive Staff