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Identify and agree clients' requirements for funeral arrangements

URN: PPLFOS08
Business Sectors (Suites): Funeral Services
Developed by: People 1st
Approved on: 2022

Overview

This standard is about identifying and agreeing clients’ requirements for funeral arrangements.

This standard is for funeral directors, funeral directors’ assistants and funeral arrangers.

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

  • Identify and agree clients' requirements for funeral arrangements

Performance criteria

You must be able to:

1. establish who is responsible for making funeral arrangements and payment for the  deceased 2. guide and reassure clients in understanding how the arrangement meeting will progress 3. facilitate discussion to identify the requirements of the funeral by using listening and questioning to establish clients' requirements and the circumstances of the death 4. follow your funeral business’ procedures for recording all relevant information regarding the funeral arrangements 5. outline the different funeral options, choices, products and services available to clients to identify their requirements 6. discuss with your client affordability and finances relating to the arrangement 7. establish that written permission has been obtained prior to embalming 8. discuss third party products and services when appropriate 9. allow clients time to consider the options 10. confirm and agree clients' requirements 11. confirm the final choices and arrangements with clients identifying any outstanding instructions 12. calculate costs based on client and relevant legal requirements and present the estimate 13. offer alternatives if client’s wish to reduce their costs or add additional items to the arrangements 14. confirm and agree final funeral arrangements 15. discuss deposits, payment methods and invoicing with the client 16. follow your funeral business’ procedures for obtaining clients' signatures on all relevant documentation

Knowledge and Understanding

You need to know and understand:

1. why it is important to identify who is responsible for funeral arrangements 2. the requirement for clients to understand the details of the funeral arrangements they are making 3. how to facilitate discussion to identify clients' requirements and the circumstances of the death 4. your funeral business’ procedures for recording all relevant information regarding the funeral arrangements 5. the different funeral options, choices, products and services available to clients 6. why it is important to discuss with your client affordability and finances relating to the arrangement 7. when third party products and services may be required for the funeral arrangements 8. why clients require time to consider the options during the arrangement of a funeral 9. the information required when identifying and agreeing arrangements for a funeral 10. why it is important to accurately identify and action follow up instructions 11. how to calculate costs based on client and relevant legal  requirements and present the estimate 12. alternatives that can be offered to clients if they wish to reduce their costs or add additional items to the arrangements 13. your funeral business’ procedures for confirming and agreeing final funeral arrangements 14. why it is important to discuss deposits, payment methods and invoicing with clients during the arrangement process 15. why it is important to follow your funeral business’ procedures to obtain clients' signatures on all relevant documentation

Scope/range

When assisting clients to select products and services at need, you must show that you can achieve the outcome when dealing with each of the following:

1. Choices, products and services and for:
1.1. burial
1.2. cremation
1.3. unattended funeral

2. Clients’ needs:
2.1. religious
2.2. legal
2.3. ethical
2.4. personal requests
2.5. charitable donations
2.6. visiting requirements
2.7. family bearers
2.8. non-religious, civil or religious funeral service
2.9. payment options and support available

3. Additional products and services:
3.1. embalming
3.2. newspaper obituaries and other media
3.3. floristry
3.4. catering
3.5. masonry
3.6. stationery

4. Estimates:

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

PPLFOS08

Relevant Occupations

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

SOC Code

6138

Keywords

Identify; arrange; agree; funeral; arrangements