Official Course Description: MCCCD Approval: 11/28/95
MSP206 19962-99999	LEC	3 Credit(s)	3 Period(s)
Mortuary Administration II
Operation of the established funeral home and product knowledge in the area of funeral service merchandising. Prerequisites: MSP205

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MCCCD Official Course Competencies:
MSP206   19962-99999	Mortuary Administration II

1.	Explain common procedures for maintaining adequate funeral service facilities. (I)
2.	Describe the placement of telephone equipment in the funeral service facility, and demonstrate professional standards of telephone etiquette. (II)
3.	Identify types of removal vehicles, and explain the uses of different vehicles under different circumstances. (III)
4.	Describe the characteristics of appropriate attire to be worn when removing a deceased person to the funeral service facility. (IV)
5.	Explain the processes of dressing, casketing, and placing a deceased person in state. (V)
6.	Explain common procedures for receiving visitors. (VI)
7.	Describe the information contained in the register book, and explain procedures for giving the register book to the loved ones of the deceased. (VII)
8.	Explain common procedures for planning, organizing, and controlling funeral service equipment. (VIII)
9.	Explain the importance of effective personnel management to the efficient operation of a funeral service facility. (IX)
10.	Describe the ethical issues involved in confidential exchanges between clients and funeral service personnel. (X)
11.	Identify types of insurance that are relevant to funeral service practice. (XI)
12.	Identify the types of risk faced by funeral service personnel, and recommend means of reducing risk. (XII)
13.	Explain the process of organizing and maintaining an insurance program in a funeral service facility. (XIII)
14.	Identify and describe trends in the insurance industry that have impact on funeral service. (XIV)
15.	Describe the components of a casket, and identify materials that are commonly used in casket construction. (XV)
16.	Identify and explain the functions of outer burial containers including vaults and grave liners. (XVI)
17.	Identify and explain the functions of other containers, including transfer containers, alternative containers, and metal cases. (XVII)
18.	Explain the functions of other funeral service merchandise items. (XVIII)
19.	Explain the process to be followed when selling funeral service merchandise. (XIX)
20.	Explain the process to be followed when quoting prices of funeral service merchandise. (XX)

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MCCCD Official Course Outline:
MSP206   19962-99999	Mortuary Administration II

I. Maintaining Adequate Funeral Service Facilities A. Facilities and equipment checks 1. Neatness cleanliness, and safety 2. Maintenance required to prevent possible breakdown 3. Immediate repairs 4. Replacement expendable items B. Items most frequently needing maintenance and inspection 1. Rolling stock 2. Funeral home grounds and parking lot 3. Preparation room and other private areas 4. All funeral service equipment II. Equipment and Procedures (Telephone) A. Number of extensions B. Convenient locations C. Telephone etiquette 1. When to answer 2. Avoid a noisy background for incoming calls 3. Writing materials available at all extensions D. Conversation 1. Opening 2. Voice a. Quality and tone of voice b. Diction c. Pronunciation d. Loudness e. Avoid impatience or hurriedness 3. Closing a. Give family the approximate time of removal b. Do not say "thank you" c. Permit the caller to hang up first E. Training personnel in obtaining necessary information upon initial notification of death 1. Obtain only necessary items of information 2. Information obtained for home removal a. Name of deceased b. Address of deceased c. Location of deceased, if different from address d. Name, telephone, and address of caller e. Relationship of caller to deceased and/or authority f. Has the doctor or coroner authorized removal? g. Name of doctor h. Age and possible religion i. Notification of clergy 3. Additional information necessary for other than home removal a. Name, address, and telephone of person(s) to make arrangements b. Order to release c. Time of release d. Will autopsy be performed e. Location of deceased 4. Record of conversation III. Removal Equipment A. Vehicle 1. First call 2. Factors that determine type of vehicle a. Age of deceased b. Location of remains B. Equipment and supplies for adult removal 1. Cot 2. Flexible stretcher 3. Sheets and cover 4. Pillow 5. Rubber or plastic sheeting 6. Towels 7. Sanitary equipment (gloves, cotton, deodorants, disinfectants) C. Equipment and supplies for infant removal 1. Bassinette or carrying case 2. Baby blanket 3. Small rubber or plastic sheet 4. Sanitary equipment IV. Attire for Personal Removing the Deceased A. Cleanliness B. Neat appearance C. Conservative dress D. Conformity with local customs and traditions V. Procedures for Dressing, Casketing, and Plaicng the Deceased in State A. Dressing the deceased 1. Be certain the deceased is clean 2. When to dress a. Before cosmetic application b. After cosmetic application 3. How to dress a. Burial garments (1). Definition (2). Dressing procedures b. Personal clothing (1). Pressing and cleaning (2). Avoid cutting or tearing personal clothing (3). Dressing procedures B. Casketing the deceased C. Placing the deceased in state 1. Dignity and dress of staff 2. Inspection of in-state area a. Safety b. Cleaniness c. Temperature d. Ample seating e. Placement 3. Determination of appropriate background 4. Placing the casket 5. Adjust lighting (with casket open) 6. Placement of religious, fraternal and military paraphernalia 7. Arrangement of floral pieces VI. Procedures for Receiving Visitors A. Importance of attendant 1. Dress and appearance 2. Courtesy and friendliness 3. Willingness to help B. Ushering family and friends to the proper area C. Inviting visitors to sign registry D. Verifying family satisfaction VII. The Register Book A. Information required 1. Statistical data 2. Service information B. When to present to family VIII. Planning, Organizing and Control of Funeral Service Equipment IX. Personnel Management A. Employment practice B. Termination policies C. Staff development D. Promotion and compensation E. Staff communications 1. Assignment of duties 2. Cooperation among employees and management 3. Cooperation among employees 4. Staff manual X. Procedures for Maintaining Professional Confidence A. The ethics of confidentiality B. Confidences to be guarded 1. Domestic situation or problems 2. Cause of death or other conditions 3. Physical defects 4. Financial transactions 5. Family and funeral home records 6. Other information considered confidential, regardless of source XI. Insurance A. Types B. Contemporary concepts of insurance 1. Commercial enterprises 2. Professional persons 3. The expectations of people XII. Analyzing Funeral Service Insurance Needs A. Possible areas of risk 1. Physical facilities 2. Vehicular or automotive 3. Liability to people 4. Employee benefits 5. Specific hazards or risks 6. Malpractice B. Means to insure or reduce the risk XIII. Organizing and Maintaining an Insurance Program A. Analyzing risks B. Evaluating property C. Selecting an agent (local versus association) D. Determining coverage and premiums 1. Present cost 2. Future cost E. Maintaining an insurance file F. Inventory of equipment G. Handling losses and claims XIV. Trends in Insurance Affecting Funeral Service A. Malpractice B. Employees' fringe benefits C. Funeral director's liability for the acts of his/her agent XV. Caskets A. Contrast between a casket and a coffin B. Materials used in casket construction 1. Wood a. Hardwood (1). Definition (2). Examples: birch, cherry, elm, mahongany, maple, oak, poplar, walnut b. Softwood (1). Definition (2). Examples: cedar, fir, pine, redwood, spruce 2. Metal a. Ferrous metals (1). Definition (2). Gauge (3). Examples: steel, stainless steel b. Non-ferrous metals (1). Definition (2). Ounces per square foot (3). Example: copper, bronze 3. Plastics and fiberglass C. Components of a casket 1. Shell a. Cap (1). Ogee or rim (2). Attached panel(s) (a). Head panel (b). Foot panel b. Body (1). Top body molding (2). Body panels (3). Base molding (4). Bottom c. Handles and hardware (1). Types (a). Full-length swing bar handle (b). Individual (single) swing bar handle (c). Full-length stationary bar handle (d). Individual (single) stationary bar handle (e). Bail handle (f). Corner (2). Components of the handle (a). Lug (b). Arm (c). Bar (d). Tip 2. Casket interior a. Components (1). Panel(s) (a). Full couch (b). Head panel (c). Foot panel (d). Insert foot panel (2). Roll (cove) (3). Gimp (fold) (4). Throw (overlay) (5). Apron (6). Extendover (7). Bed (a). Stationary (b). Adjustable 1. Mattress 2. Spring (8). Body lining (9). Pillow(s) (10) Blanket b. Styles (1). Shirred interior (2). Crushed interior (3). Tufted interior (4). Tailored interior (5). Combination of the above c. Materials (1). Wide range of quality and price (2). Lining materials (a). Crepe (b). Linen (c). Satin (d). Twill (e). Velvet (3). Upholstery or backing materials (a). Cardboard (b). Domet (c). Masselin (d). Plastic (4). Padding materials (a). Cotton (b). Kapok (c). Polyethylene foam (d). Shredded paper (e). Spun rayon (f). Wood wool (excelsior) 3. Casket exteriors a. Wood finish (1). Natural finish (a). Gloss (b). Polished (c). Mattee or flat (2). Stained finish (a). Gloss (b). Polished (c). Mattee or flat (3). Painted (4). Cloth covered (a). Types (b). Covering materials b. Metal finishing (1). Ferrous (a). Brushed (scratched) (b). Crinkled (c). Hammertone (d). Plated (e). Sprayed (2). Non-ferrous (a). Brushed (scratched) (b). Plated (c). Polished (d). Sprayed c. Plastic and fiberglass (1). Grained (2). Polished (3). Sprayed D. Styles of cap openings 1. Perfection couch a. Perfection half couch b. Perfection full couch 2. Half couch 3. Single hinged panel 4. Slip panel (slip top) E. Body design (primary corner designs) 1. Elliptic 2. Octagon 3. Round 4. Square a. Flaring side square b. Vertical side (state casket) 5. Urn or urnside 6. Combinations F. Closure methods 1. Chemical compounds 2. Gasket sealed (protective caskets) a. Gasket(s) b. Locking device 3. Hermetically sealed G. Casket sizes 1. Casket measurements according to inside dimensions 2. Extra sizes (oversizes) a. Usually expressed as "X", "XX", etc. b. Each "X" refers to an additional 2 inches of width c. May require the use of an oversize vault H. Infant and children's caskets 1. Dimensions: starting at about 18 inches 2. Size usually increases in increments of 6 inches of length 3. Compositon may be similar to or the same as adult caskets XVI. Outer Burial Containers A. Vaults 1. Purpose 2. Materials a. Concrete b. Metal (1). Usually sold by gauge rather than ounces per square foot (2). Steel (3). Copper 3. Methods of finishing vaults a. Protection vs. decoration b. Asphalt coating c. Galvanizing d. Painting 4. Methods of closure a. Air seal b. Double seal c. End seal d. Top seal 5. Dimensions a. Measured according to inside dimensions b. Standard size: 30" x 86" B. Grave liners 1. Purpose 2. Types a. Grave box (concrete box) b. Sectional (concrete) c. Wood box d. Plastic fiberglass XVII. Other Containers A. Transfer containers 1. Air tray 2. Wooden box B. Alternative containers C. Metal cases XVIII. Other Merchandise Items XIX. Merchandising A. Purpose 1. Sales objective in mind 2. Discounts and billing a. Cash discounts b. Quantity discounts c. Trade discounts B. Determination of selling price 1. Price progression 2. Fixed multiple 3. Graduated recovery C. Display of merchandise 1. Casket selection room a. Order of preference for location (1). Main level (2). Upper level (3). Lower level b. Size (1). Minimum of 12 units recommended (2). Maximum of 30 units recommended (3). Average number of units displayed in the U.S. (4). 40 to 60 square feet per unit recommended c. Lighting (1). Recommended (a). Foot candle (b). 90-100 foot candles (2). Direct lighting vs. indirect lighting (3). Fluorescent lighting vs. incandescent lighting d. Display equipment (1). Casket rack (2). Casket standard (3). Church truck 2. Arrangement of merchandise a. One room is preferable b. Furniture present c. Balanced line concept (1). Average (mean) sale (2). Median sale (3). Range (4). Percent of units displayed in each quartile (5). Quartile of sales d. Approahes to casket arrangement (1). Consecutive (stairstep) (2). Demonstration group (educational grouping) (3). Group pricing D. Service and Merchandise procedures 1. Pre-selection room counseling a. Required FTC disclosures b. Number of caskets on display c. Price range d. Reasons for broad price range e. Types of casket displayed f. Factors influencing unit and total costs 2. Selection room procedures a. Direct b. Indirect 3. Post-selection room procedures a. Pertinent FTC requirements b. Verification of the sale 4. Method of financing a. Cash b. Credit F. Merchandising control 1. Sales frequency chart a. Purpose b. Constrution c. Utilization 2. Inventory XX. Price Quotation A. Itemization B. Unit pricing C. Bi-unit pricing D. Functional pricing E. Cash advance item

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