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Identify clients' requirements at first call

URN: PPLFOS04
Business Sectors (Suites): Funeral Services
Developed by: People 1st
Approved on: 2022

Overview

This standard is about identifying clients’ needs at first call, providing advice on the registration of death, advising of next steps, and establishing sensitive working relationships with the client. First call is the industry-defined term for the first contact with a funeral business after a death has occurred.

This standard is for funeral directors, funeral director’s assistants, funeral arrangers, funeral attendants and funeral operatives.

When you have completed this standard you will be able to demonstrate your understanding of and ability to:

  • Identify clients' requirements at first call

Performance criteria

You must be able to:

1. identify and introduce yourself and your funeral business to the client during the first call with them 2. confirm the identity of the caller, or contact during the first meeting, capture relevant information and confirm if they will be the primary contact i.e. the client during all future communications 3. establish the client’s requirements at the most appropriate time during the first call, demonstrating courtesy and understanding 4. follow the relevant regulations, legislation and codes of practice to identify the deceased 5. follow your funeral business’ procedures for obtaining and recording information and confirming the client’s requirements during first call 6. provide advice when requested by clients on the relevant statutory requirements relating to the registration of the death 7. recognise the circumstances when registration of death by declaration is necessary 8. advise the client why a death might be referred to a Coroner or Procurator Fiscal 9. inform the client of the process the funeral business will action following the registration of the deceased 10. advise the client of other relevant services provided by the registrar

Knowledge and Understanding

You need to know and understand:

1. your funeral business’ policies and procedures for identifying and introducing yourself and your funeral business to clients during the first call 2. how to confirm the identity of the caller and their relationship to the deceased 3. why it is important to identify who the client and primary contact will be for all future communications is 4. how to follow your funeral business’ procedures for recording information pertaining to the deceased and client and confirming the client’s requirements at the most appropriate time during first call 5. how to use a range of questioning techniques to identify the client’s requirements 6. how to handle the distress of clients during first call and why this important 7. what action will be taken after the first call and why it is important for clients to understand these actions 8. the relevant legislation that applies to death registration in the country where the death has occurred 9. the location and contact details of registry offices in the local area 10. the purpose and use of documentation issued by the registrar 11. the purpose of registration by declaration applicable to relevant regulations 12. the circumstances when a death needs to be reported to the Coroner or Procurator Fiscal 13. other relevant services that may be provided to the client by the registrar

Scope/range

When developing positive and sensitive working relationships with clients, you must show that you can achieve the outcome when dealing with each of the following:

1. Clients who are:
1.1. relatives
1.2. friends of the deceased
1.3. legal representatives and authorities
2. Loss:
2.1. directly related to the client
2.2. close to the client
2.3. not well known to the client

When identifying and confirming clients’ needs at first contact, you must show that you can achieve the outcome when dealing with each of the following:

1. Needs for:
1.1. services
1.2. products
2. Information:
2.1. client personal details
2.2. client requirements
2.3. details of deceased
3. Disposal:
3.1. burial
3.2. cremation

Scope Performance

Scope Knowledge

Values

Behaviours

Skills

Glossary

Links To Other NOS

The standards in the funeral operations suite should be complemented by pan-sector standards such as working relationships, business, administration and resource management, as well as any other specific requirements of the employer.

External Links

Version Number

2

Indicative Review Date

2027

Validity

Current

Status

Original

Originating Organisation

People 1st International Ltd

Original URN

PPLFOS04

Relevant Occupations

Funeral Director, Funeral Director’s Assistant, Funeral Services Attendant, Funeral Services Operative, Funeral Arranger

SOC Code

6138

Keywords

Funeral; first call; arrangement; notification