parliament volume 3, issue 1

Lemasters Consulting Parliament

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Parliament is a quarterly journal focusing on the deathcare profession.

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Parliament is published quarterly.

Publisher: Poul LemastersArt Direction & Design: Doth BrandsQuestions? [email protected] are free. Please visit lemastersconsulting.com to sign up. © Copyright 2012 Lemasters Consulting and Poul Lemasters. All Rights Reserved.

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There are a lot of beginnings in a “New Year.” In my case, school has just started and it is the beginning of a new school

year. It’s also the beginning of the third year of Parliament. It’s amazing to look back and see how fast time has gone by, and how far things have come in that period of time.

As I talked to my kids about their first day of school I was reminded how everything builds on the basics of what you learn. It’s not just about learning new things; it’s about building on what we already know. My kids told me that it’s the same thing in school because they’re just going over stuff they already know. But, what they can’t see is that at the beginning of last year they didn’t know half of the stuff they know now! Learning is amazing, because it is only in hindsight that we really see all of our accomplishments and truly become educated.

So, for this issue—the beginning of Parliament’s 3rd year (Hooray!)—I want to look back at some of the building blocks that have been covered. It’s a chance to review

Letter From the Publishersome very important issues. Consider this the beginning of your year, and don’t look at this as “I already know this stuff.” Instead, consider this an opportunity to start off the new year with a fresh foundation. Use these articles to talk with everyone in your business and prepare for new learning opportunities to come.

As far as this coming year, get ready for some new topics. Parliament will always be focused on the deathcare profession. But, Parliament is going to visit more issues that affect our profession including: end-of-life decisions, technology, money, and as always—laws and regulations. I can promise you that in every issue of Parliament you will raise an eyebrow with a new thought or idea. There are—and always will be—new things to learn, but don’t forget that we have to build on top of what is already there.

As always, I truly hope you enjoy Parliament, and I welcome any comments, feedback, questions, or ideas.


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About the Publisher

ABOUT POUL LEMASTERS, ESQ.Poul Lemasters is the publisher of Parliament, a licensed attorney and a funeral director/embalmer. Poul is also an adjunct professor at the Cincinnati College of Mortuary Science. He is an active member of the International Cemetery Cremation Funeral Association where he advises on cremation concerns and FTC compliance to members. Poul is also active in various state funeral, crematory, and cemetery associations.

ABOUT LEMASTERS CONSULTINGLemasters Consulting is a company formed exclusively to serve the needs of the funeral profession, including funeral homes, funeral directors, cemeteries, cemeterians, crematories, and those working in the industry. Lemasters Consulting provides various services in: Government Compliance, Policy and Procedures, Risk Management, Litigation, Valuation, Market Analysis, Buy/Sell, Forms Management, and Next of Kin Disputes. www.lemastersconsulting.com


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Everyone has policies and procedures for their business. (Just shake your head yes, as if you do.) Many businesses may not

keep up with their policies and procedures but for the Cemetery side, they must have policies and procedures for the families they serve. While not labeled Policies and Procedures, every cemetery has some form of Rules and Regulations. These Rules and Regulations typically cover every aspect of how a cemetery runs its day-to-day operations and the Rues and Regulations carry a lot of authority. In fact, some states grant Cemeteries the ability to enforce their Rules as laws.

Despite Rules and Regulations being so common, it is amazing how few people take notice of them. By notice, I mean more than knowing the Rules and Regulation exist; I am referring to actually reading them, and understanding them. Why? Because of the importance of the Rules and Regulations, it is critical to at least have a small understanding of what they actually state.

For example, a funeral home may not think that a cemetery’s rules on flower decorations is important, but when after a graveside service the cemetery immediately discards all of the flowers, it may be a bit more important. Especially when the family calls the funeral home and asks “What happened to mom’s flowers?”

Of course the simple response could always be—“I don’t know what that cemetery does, it’s just not right. Better call them and complain.” But what if the situation could be avoided by being able to inform a family before going to the cemetery. Perhaps communicating to the family that this particular cemetery does not allow cut flowers past sunset, so the grave will be cleared immediately. Now the family is aware, and can decide based upon this knowledge.

Many may think this is not my responsibility. Or perhaps, it may create more potential problems talking about things they do not control. But isn’t the goal of everyone to better serve the families that come to us in their time of need? It

An External Voice to Internal Procedures: Having the Funeral Home Review The Cemetery Rules and Regulations

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Continued...An External Voiceseems that this wording appears many funeral service mission statements. So if that is the goal, then do what it takes to get there.

I recently heard someone say that their cemetery invites funeral homes to review and discuss the cemetery Rules and Regulations. What a novel idea. Instead of the cemetery just making rules and regulations and then enforcing them—the cemetery invites the funeral homes to discuss what will ultimately affect them and all the families they both serve.

This is a simple concept that can help alleviate many issues. Working with both funeral homes and cemeteries I see many rules and regulations that are misunderstood. For example, many cemeteries require a family member to physically identify the grave location prior to the opening and closing of a grave. I understand that many funeral homes see this as a forced requirement to get families into the cemetery, but I can say from experience that due to wrongful burial claims, it is very critical to have the family sign off on the location of the grave.

Overall, there can be a disconnect between funeral homes and cemeteries. In some cases the gap may never be overcome. After all, there is a competing business interest between the two. But, to everyone’s benefit, if we begin to look to one another for input and explanations, then we can begin to understand not only the meaning of the rules and regulations, but also the why behind them.

Originally Published In...This article was originally published in

our first issue. You can find all issues of Parliament at

www.LemastersConsulting.com


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Everyone knows that forms are the dry and boring part of any business. Because forms are boring, they get neglected and soon

are either used incorrectly or not at all. However, with more and more problems, complaints, and lawsuits, the forms are a necessity. Correct forms, or rather, correctly used forms, can help protect both the business and the consumer.

It is easy to get lost when deciding when and if to use a form. There are two common approaches when deciding on a form; ignoring it or overusing it. Under the theory of “let’s just ignore it,” many providers choose to run their business as they did years ago. Providers simply ignore possible issues and march forward. The common saying when choosing this option is, “I’ve been doing this for so many years – it’s all the same.” Families typically get a simple and quick arrangement or burial, but when things go wrong, there is nothing to help solve the dispute. The provider and the family both loose.

There is a second common way to deal with forms, and that is over complication. Some providers have so many forms, releases, and

The Right Forms | A Positive Spin on a Negative Idea

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disclosures, that anything that was important is lost in the paperwork. This could be labeled as the boy who cried wolf theory. The provider treats every event as a major issue, and when a true incident occurs, neither the provider nor the family appreciates the risk. Families may sign a lot of documents, but if there is no rationale or explanation to the form, then both the provider and consumer can loose.

The ideal solution is to target certain issues that are worth protecting. Depending on the situation, you may need a disclosure, an acknowledgment, or a release; or, some situations may require nothing. You should take the time to determine what areas are important in your business, and then determine how you protect both your business and the families you serve. While there are countless issues that may arise, there are some industry scenarios that should always be addressed.

Listed below are four forms, or critical documents, that are required in the deathcare industry. Too many times the issue is not whether a form is used, it is how the form is used. As a provider you


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have to put a positive spin on what is typically viewed as a negative requirement. It is when the provider uses forms in a positive manner that both the provider and the consumer enjoy all the protection afforded by it.

FUNERAL HOMEThe most identifiable, regulated, and required form is the General Price List (GPL). It is the most required form because funeral homes must use it with every family they discuss funeral service with, including consumers who are planning at-need, pre-need or just shopping. Despite having to use this form on a daily basis, it is an extremely neglected form.

The federal government commands funeral homes to advertise its prices and force consumers to look at its prices, yet providers hesitate on handing it out. Could you imagine if the government required stores to hand out prices to consumers and consumers had to accept the price lists? Stores would love the opportunity. Yet, funeral homes continually look for the exception to the rule.

Providers have to stop saying, “This (GPL) is confusing but we have to hand you this,” or some other cliché trying to defend why families must look at the prices. Instead, embrace the requirement and make it a part of your arrangements. Use the GPL as a tool during the arrangements and a reference for the families. Most importantly, make sure everyone acknowledges the form.

Almost every year the FTC conducts an undercover investigation on how providers handle the GPL. In fact, there was a recent sting operation in 2010 with the letters of reprimand being sent out as you read this. Do not wait to become a statistic when it comes to handing out your GPL. Make sure that every time you hand out a GPL you acknowledge it. You can easily accomplish this on an at-need and pre-need basis.

For at-need, your Statement of Funeral Goods and Services should include an acknowledgment line that says:I received a current copy of the GPL to retain and also was provided a copy of the Casket Price

Continued...The Right Forms



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List and Outer Burial Container Price List before choosing or viewing any merchandise.The family then initials this line acknowledging they received the price lists.

As far as shoppers, the practice is a bit tougher, but you can develop a system to help protect you. Unfortunately more and more firms are falling under sting operations for the FTC. With the New Year approaching, it may be a good time to start a GPL log. It is a simple internal form that requires very little time and effort. Simply list four columns labeling each as follows: Date, Time, Consumer and Staff. Then, anytime anyone on your staff talks or hands out a GPL they will fill out the log by completing the corresponding information including: the day and time they handed out the GPL; whom they gave the GPL to; and the staff persons name. If the GPL is given to a shopper, there is no need to push for a name, but rather just identify them as a shopper.

Some may say this is overboard, but if you are ever questioned or challenged on your GPL practices it is difficult, if not impossible, to

demonstrate your practice. The acknowledgment on your SFGS and your completed log now prove your practices. These acknowledgment forms also make everyone in your business more accountable.

CEMETERYCemeteries do not have a GPL requirement but cemeteries do have numerous rules and regulations. Cemeteries have two big issues when it comes to rules and regulations–communication and acknowledgment. Unlike a funeral home that contractually deals with the next of kin, cemeteries deal with the next of kin and then the next generation, and the next generation, and on and on. Communicating rules and regulations to everyone affected is a very difficult task. The second issue, which always follows communication, is acknowledgment. Getting the rules and regulations out is step one, but step two, acknowledgment that a person received the rules, is typically more difficult and more commonly ignored.

A cemetery’s rules and regulations are very powerful. In some states the rules and regulations




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are treated as laws and identified as such under state statute. Despite this authority, many cemeteries fail to get its rules out to the people who they affect. There are two easy, and productive, ways to get this accomplished.

First, on a regular basis or anytime your rules change, consider sending your rules and regulations to the funeral homes in your area. (see Parliament,v1 - An External Voice to Internal Procedures - Having the Funeral Home Review The Cemetery Rules and Regulations) Funeral Homes typically are a communication link between you and your family, so use it. Also, to obtain the acknowledgment portion, send the rules by certified mail.

As a second step, and one directed to the families you serve, send out a yearly “Reminder Letter” or perhaps “Things to Remember.” Use this letter to identify some common rules and regulations that may be commonly overlooked or misunderstood. Examples may include the rules regarding flowers, markers, or other ornamentation. Also, include other items such as recent rule changes, upcoming plantings, or special events. As an aside,

this is an excellent marketing tool to individuals who may not be property owners but still have family members in your care. If you mail this out, just keep a list of whom and where it was sent. It seems like a simple idea, but many do not take advantage of it.

CREMATORYThe Cremation Authorization and Disposition Form is the industry standard form required for any cremation. There are numerous things to consider when creating and implementing the Cremation Authorization Form, but in regards to protection to both the provider and the family, there are a few key provisions.

As far as specific protection, the area that affords both provider and family protection is under Certification/Indemnification. (Again, the form has many sections that provide various protections, but this article focuses on this section). This is typically the final section completed by the family and it explains that all the information provided by the next of kin is correct and the provider has a right to rely on this information. The family, specifically the




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next of kin, holds the provider harmless from any damages as a result of misinformation and also agrees to indemnify the provider for any damages as a result of misinformation.

The provider should always explain this section to the family. It is important that the family realize the seriousness of their representations. By questioning the family at the moment of signing, it puts great weight on the family to confirm their representations.

This section also puts weight on the provider to acknowledge that they have confirmed all information as represented to them. This may seem trivial, but there are providers who shortcut the Authorization Form and either fill in the information or skip information to expedite the process. If there is an issue later and the family alleges the provider never asked or that the information was already filled in, then the provider must defend how and why they certified the information.

ALL PROVIDERSThere is one form that all providers should

incorporate into their practice. It is an internal form, but the form is definitely for consumer protection, and the government is requiring this form to be used – eventually. The form creates an Identity Theft Protection Program in response to the “Red Flags” Rule.

The Red Flag Rule was created under the Fair and Accurate Credit Transactions Act (FACTA). FACTA requires regulations to be put in place to protect consumer’s identity when dealing with creditors and financial institutions. The Rule has been postponed several times, but is slated for enforcement starting December 31, 2010.

There is currently discussion going on to decide and/or limit who is a creditor and who is a financial institution under the Rule. There has been some debate whether a funeral home or cemetery falls under either definition. Currently the Rule’s definition of a creditor is very broad and could easily include funeral homes and cemeteries. Basically, anyone who extends credit or helps with making arrangements to extend credit falls under the definition. Because the definition is so broad and because it is so easy




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to comply with the rule, the advice is to just integrate the form into your business.

The form, Identity Theft Prevention Program, is an internal form that establishes how your business protects against identity theft of the consumers you serve. Specifically, the form lists certain “red flags” that your business looks for that may indicate identity theft has occurred, and then how your business responds. It also lists the preventive steps your business puts in place to prevent the red flags from occurring. This may sound difficult, but Lemasters Consulting has prepared the form for your use–for free. To obtain a copy of this form just visit our blog and click on ‘resources.’

Overall, there are required forms for every facet of the industry. Instead of shunning these forms, providers must embrace the forms and find ways to integrate them into their business practices. While the forms and ideas listed above are just a sampling, remember that there are always ways to use a dreaded form and still make it into something useful and beneficial. It is the positive spin that you create that makes forms work for you and the families you serve.


Complimentary FormLemasters Consulting has prepared an

Identity Theft Prevention Program form for you to use.

This document is available for download at http://lemastersconsulting.com


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Identification: The First, Last and Every Step In Between

You can spend a lot of time talking about all the important steps and procedures that a cremation provider must

implement in order to have a good operation. There are a wide range of ideas, practices and procedures. There should be only one constant–identification. Identification is the foundation for proper cremation procedures. Actually, it’s more than the foundation---it’s the framework for a cremation provider’s procedures.

The reason identification is the framework is because identification must occur throughout the cremation process. Everyone is pretty much in agreement that identification is a necessity at the start of the cremation process, but it’s also critical at every step along the way. This includes the first call, the arrangement, storage, transfer to crematory, and return to family. It may seem like common sense, or it may seem completely overboard, but what it should be is your procedure.

Before explaining how identification works

at each step, there has to be an understanding of identification. So many providers equate identification with viewing. There is a good reason for this; viewing of the deceased is the easiest form of identification. But, identification is the process when the provider identifies that the human remains they are holding are in fact the proper human remains. Depending on the step of the cremation process and the situation at hand, the identification process may be different. Although the identification technique may be different–it still must occur.

FIRST CALLIdentification at the first call is so commonly taken for granted. If it is at a hospital or nursing home providers are quick to sign the paperwork and never double check any of the records or information. Every provider should have some minimum requirements of cross-referencing the paperwork they sign with any and all records with the deceased. This would include checking a wristband or nametag against the discharge paperwork that is signed. Numerous lawsuits are based on a provider picking up the wrong



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deceased and never checking the records at the time of first removal where they could have noticed the mistake.

There is another first call situation---the house call. Identification is still a required step. As a provider, this may be the most awkward time to identify the deceased, but nonetheless, it is still needed. There needs to be some verification that the deceased is who it’s supposed to be. A great process to practice on a home removal is placing an identification bracelet onto the deceased, based on the family’s verification. What’s more important is explaining to the family that there will be another identification during the arrangement conference.

ARRANGEMENT CONFERENCEIt is amazing the number of providers who choose not to identify the deceased during the arrangements. Based purely upon a hospital or coroner, or some other representative, many providers move forward with cremation without any further identification. The excuses for non-identification range from not having enough time to not wanting to look incompetent. The latter

is probably my favorite excuse. Many providers feel they will look incompetent or “dumb” if they ask a family to identify the deceased at their location when the provider just made the removal from the deceased’s residence. I assure providers that practicing sound procedures will not make you look dumb–but if you present it poorly, then you may appear less than professional.

Identification at the arrangement conference is important because it does more than identify the deceased. Identification during the arrangement conference allows the family or authorized representative to see that the deceased is in the cremation container that they selected; it also assures the family that the deceased is in your custody. There have been numerous lawsuits where families argue that they never “saw” their loved one at the provider’s location and now they aren’t sure if their loved one was the right one cremated.

STORAGEWhen the deceased is stored prior to cremation, identification has to be verified.

Continued...Identification



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The crematory should have some minimum procedures to determine that the body they are receiving matches the deceased’s records. This identification should include a review of the paperwork, authorization form, burial/cremation permits and confirmation of documentation on the alternative container. Also, the crematory should conduct a visual identification. By opening the alternative container, with the assistance of the provider delivering the deceased, the crematory can verify that the deceased is a male or female, tall or short, young or old, etc. There are countless lawsuits that involve a wrongful cremation that resulted from the failure to identify the deceased at the crematory.

RETURN TO FAMILYProviders typically believe that once a family member returns to pick up the cremated remains, there is no more liability. So many times this cavalier attitude causes more chances of a lawsuit. The provider has to complete the cremation process with identification. There are actually two identification steps when

Continued...Identification


Verification should be done prior to and upon removal from storage. The identification can take many forms but should include some minimum practices such as verifying any identification placed on the deceased, such as wristbands. It should also include verification of any information written on the alternative container and the paperwork accompanying the deceased. The identification at this stage should be done by someone other than the person who placed the deceased into storage, thus creating a double-check of the identification.

TRANSFER TO CREMATORYWhen the deceased is transferred to the crematory, identification is critical. Many crematories take the stance that if the alternative container says Joe Smith (I apologize if as you read this your name is Joe Smith) and the paperwork says Joe Smith–then there are no worries. The reality is that if the deceased in the alternative container turns out to not be Joe Smith, then everyone involved with the cremation will have troubles. You cannot close your eyes and avoid liability.


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never received the cremated remains, and a provider saying that they did. Without written documentation, it is not a favorable outcome for the provider.

Overall, this is just a brief list of the how and why of identification in the cremation process. It is critical that you as a provider have very thorough identification procedures in place. It is also important to make sure that your staff understands those procedures and why they are important. Lastly, remember to remind yourself and those around you of these basic principles and the importance of them in your business.

Continued...Identificationreturning the cremated remains. The first step is identifying the deceased and the second step is identifying the family member picking up the cremated remains.

Upon receiving the cremated remains the provider should immediately verify the identification. This should be done through cross checking the provider’s records with the records attached to the cremated remains. There is typically a label attached to the urn/temporary container and also a label attached to or placed inside the cremated remains.

When the family arrives to pick-up the cremated remains it is important to verify their identification as well. The process would include obtaining the family member’s identification and verifying that they are listed on the cremation authorization form. If they are listed as someone who is authorized to pick-up the cremated remains, then the provider should make a copy of their ID and have them sign a receipt, acknowledging that they did receive the cremated remains. A very difficult lawsuit to defend is one where the family says they


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I Didn’t Think of That One3 Commonly Missing Policies and Procedures for Your Funeral Business

It is not possible for this single issue of Parliament to cover all of the Policies and Procedures your business should have.

Policies and Procedures are very business-specific and dependent on items like type of business, location, size, services offered—just to name a few. What we can do is list a few of the more common Policies and Procedures that are often either missing or sometimes just outdated. These are not meant to be complete Policies and Procedures for each topic, but rather—a guide to illustrate a few key points.

CEMETERYExhumation/DisintermentThis is probably included in almost all cemetery Policies and Procedures, but is normally lacking in its description. For example, while most cemeteries conduct disinterments, the funeral home is typically responsible for the permit process. This is important language for your cemetery so it knows when and how it may be involved in the process. A list of all documents should also be included in the disinterment procedure. The documents should include

any burial permits or regulatory paperwork, any internal forms, any consent forms by the family or property owner, and any release or acknowledgments. Lastly, the procedure should contain a process for handling any items not transferred to the new gravesite. For example, if there is a vault in the grave and it is not moved, then what will be done with the now empty or possibly broken vault? This needs to be set forth in the procedures.

Monument DamageIt is amazing to see how many issues and complaints are filed against cemeteries for damage to markers and monuments. This also includes the current trend of monument theft, where individuals are stealing bronze vases in order to sell for recycling. Markers and memorials are typically personal property and therefore covered by a homeowner’s insurance policy. But, make sure your Policies and Procedures identify this specifically and the practice of getting this information to the families you serve. While this may fall more under the Rules and Regulations of the cemetery,



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Continued...Commonly Missing Policies and Proceduresit is important to identify how your business handles monument damage. In regards to your Rules and Regulations some sample language may be:

All memorials, including family mausoleums, monuments, markers or vases, are the property of the individual owner. Therefore, any damage to memorials due to weather; acts of God; vandalism; malicious mischief; or theft, are the owner’s responsibility. Please contact your local insurance agency to include your property on your homeowner’s policy.

Graveside ServicesIt is common for a cemetery to have the committal at a chapel or a false setting. However, families still request graveside services and it is important to identify your procedures for a standard graveside service. First, define a graveside service. Is this a false setting, or is the family allowed to be at the gravesite? Second, what is the required set-up for the service? Is a tent allowed or mandatory? Are

chairs allowed or mandatory? Is the fill dirt present or brought after the dismissal? Third, the personnel requirements must be identified. Who from the cemetery must be there at the graveside service? When can that person leave? Finally, you need to identify the closing process. When does it start? Can the family stay for the lowering? The closing?

FUNERAL HOMESocial MediaThis policy could fit any business, and it is listed here because it is becoming an issue for funeral homes. This is a bit of a new issue and therefore many businesses have not addressed it as of yet. Additionally, there are various stories and cases revolving around this issue with mixed results. However, ignoring this can cause more harm than good. Despite the ability to fully control what employees do on their own free time is no reason to omit internal policies on social media. Saying that, this blurb cannot do this policy justice. In fact in today’s world, social media deserves its own issue of



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Continued...Commonly Missing Policies and Proceduresthe person’s identification (i.e. a copy of a driver’s license), the date and time of receiving the cremated remains, and a signature showing their acceptance.

Infant/Child ServicesMay funeral homes have unwritten policies when it comes to handling a deceased child. This is a great service, sometimes referred to as Compassion Discount Service, to the community and families served, but it should be written. It should be clear what qualifies a family for your compassion discount and also what is included with the service. Identify pricing structure for services and merchandise and any other items that may or may not be included. The FTC allows a funeral home to discount its services in such cases, but as a protection to the business you should clearly identify the specifics of any services you offer.

CREMATORYID VerificationThe days of relying on the funeral home or cremation provider for the sole identification

Parliament. There are some basic things to consider in a social media policy which include protecting confidential information, providing guidelines of what can be written instead of focusing on what can not be written, defining what social media is for your business, and setting disciplinary recourse for violations.

Returning CremainsIt is often the most overlooked procedure for a funeral home. Many times, a funeral home is so anxious to conclude the cremation process that it simply hands over the cremated remains with no real procedure in place. It is important to have a written Policy and Procedure that defines the steps to take when returning cremated remains. This would include initial verification that the urn/temporary container holds the correct cremated remains. It would also include verification from the person receiving the cremated remains that they are listed on the cremation authorization form as an individual who can receive the cremated remains and they have identification to prove who they are. Then, there should be a form that is used to document



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Continued...Commonly Missing Policies and Proceduresof the deceased are gone. Crematories now are stepping up to do some type of identification of the deceased prior to cremation. This Policy and Procedure should be detailed and communicate your process. It may include verification of the paperwork with the name as it appears on the cremation container. Keep in mind that this procedure alone is minimal at best. The procedure should also include a visual identification of the deceased to confirm if the size, sex, race of the deceased matches the cremation authorization form. Additionally, the crematory may require the cremation provider to place an ID on the deceased prior to placing the deceased into the cremation container. Then, as part of the crematories procedure, it will verify the ID on the deceased. There are some states that do not allow a crematory operator to open a container, however the crematory can require the funeral director to open the container upon delivery. If this is your practice, it needs to be noted in your Policies and Procedures.

WitnessingMore and more families are choosing to

witness the cremation process. Your Policies and Procedures should identify what the witnessing procedure entails. There should be clear guidelines on when the family can arrive, where the family can view, and how many are able to attend. The procedures should also address common scenarios that occur during witnessing such as the family pushing the casket into the retort, the family pressing the button to start, and the family wanting the door left open. Your procedures should clearly identify how the operator should handle each scenario. This policy should also include a form which should be signed by anyone who witnesses a cremation.

RecyclingAs our society becomes more and more green, recycling is becoming a part of the cremation process. A policy of recycling should include why recycling is chosen, where recycling takes place and how the process occurs. The process should also include documentation of when recycling is sent out and documentation as to where the funds go. For example, most



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recycling companies donate money to a charity. The crematory should have a procedure in place so it can document that the money goes to a charity and they retain nothing.

Overall, there are hundreds of Policies and Procedures that are critical to each business. This list covers a few and is meant to get a business looking at what it has in place now. Consider this a nudge to pull the procedures off the shelf and see what is good, what is bad, and what is just plain missing.

Continued...Commonly Missing Policies and Procedures


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parliament volume 3, issue 1

Documents