May 2014

M A G A Z I N E M a y 2 0 1 4

CEMETERY FUNERALCREMATION

Batesville ADFULL PAGEpage 2 (C2)4-COLOR

Messenger ADFULL PAGE

page 34-COLOR

4 ICCFA Magazine Like the ICCFA on Facebook & friend ICCFA Staff

Clockwise from upper left: Cook Funeral and Cremation Services Service of Remembrance (page 18); French Funer-als & Cremations Lobo Pavilion in its award-winning Centennial Urn Garden (page 14); the memorial for the Whistler sled dogs, which Until We Meet Again Pet Memorial Center provided (page 22); and the service at El Camino Memorials Sorrento Valley Chapel for an aircraft aficionado (page 10).

10 KIP: Most PersonalIzed servIce or MeMorIalFamily and funeral home plan life celebration for man whose lifelong passion was aircraft El Camino MemorialSorrento Valley Chapel11 The KIP Awards12 Arranging for a hospitalized widow to see her husband one last time Jefferson Memorial Funeral Home

14 KIP: Best PractIceCremation garden adds unique place for University of New Mexico fans French Funerals & Cremations/Sunset Memorial Park16 Grieving parents offered help with service, products when a child dies Cook Funeral and Cremation Services

18 KIP: eventsCooks remembrance service: Lights, names, songs, fellowship Cook Funeral and Cremation Services20 Chapel of the Roses gave community a way to reach out after tragedy Chapel of the Roses

22 KIP: Most PersonalIzed Pet servIce/MeMorIalPet memorial center helps SPCA provide sled dogs with dignified memorialization Until We Meet Again Pet Memorial Center

26 KIP: InnovatIve PersonalIzed ProductApp allows cemetery visitors to easily find graves, access online memorials webcemeteries.com30 Covering survivors with memories Project Repat32 Paw Pods caskets, urns designed to take pets back to the earth Paw Pods

8 Washington reportNew House bill to expand the FTC Funeral Rule to all sellers; US Court of Appeals denies rehearing petition in Pennsylvania litigation; Obama administraton to propose limiting number of workers exempt from overtime pay by Robert M. Fells, Esq.

44 Update 48 Centennial Park refreshes & opens up facade 50 Supply Line 52 Calendar 52 Classifieds 52 Ad Index 54 New Members

M aY 2 0 1 4 ta b l e o f c o n t e n t s

International Cemetery, Cremation and Funeral Association :Promoting consumer choices, prearrangement and open competition

Providing exceptional education, networking and legislative guidance and support to progressive cemetery, funeral and cremation professionals worldwide

f Check us out on Facebook!Like us and friend ICCFA Staff.

n To apply for ICCFA membership: Download an application at www.iccfa.com, or Call 1.800.645.7700

www.iccfa.comDirectorieswww.iccfa.com/directories Web Expo directory of suppliers and

professionals Association directory Industry event calendar

Cremation Central www.iccfa.com/cremation

ICCFA Caf Links to news and feature stories

from all over the world Blogs by ICCFA membersModel guidelinesICCFA Government and Legal Affairs

Committees model guidelines for state laws and regulations

US Metalcraft ADFULL PAGE

page 54-COLOR


t a B l e o F c o n t e n t sICCFA news35 ICCFA University, July 18-23:

Educating todays practitioners, developing tomorrows leaders

35 Next Gen Schmooze & Blues

36 College of 21st Century Services Includes celebrant training by Doug Manning and Glenda Stansbury

37 College of Cremation Services Become certified as a crematory operator, administrator and arranger

38 College of Embalming, Restorative Art & Other Care First session of this new college

38 College of Funeral Home Management Dean Todd W. Van Beck, CFuE

40 College of Land Manage-ment & Grounds Operations Classroom supplemented by cem-etery tour

41 College of Leadership, Administration & Management For cemetery, cremation and funeral leaders

41 J. Asher Neel College of Sales & Marketing Dean Gary OSullivan, CCE

42 One-day Crematory Operator Certification Program Saturday, July 19

42 ICCFA 2015 Wide World of Sales Conference: Call for presentations

May 2014VOLUME 74/NUMBER 4

IccFa officersFred Lappin, CCE, presidentDarin B. Drabing, president-electChristine Toson Hentges, CCE,vice presidentScott R. Sells, CCFE, vice presidentMichael Uselton, CCFE, vice presidentJay Brammer, treasurerGary M. Freytag, CCFE, secretaryRobert M. Fells, Esq., executive director &general counselMagazine staffSusan Loving, managing [email protected]; 1.800.645.7700, ext. 1222Rick Platter, supplier relations [email protected]; 1.800.645.7700, ext. 1213

Robert Treadway director ofcommunications & member [email protected]; 1.800.645.7700, ext. 1224

Robert M. Fells, Esq., executive director &[email protected] ; 1.800.645.7700, ext. 1212

Brenda Clough, office administrator& association [email protected]; 1.800.645.7700, ext. 1214

Daniel Osorio, subscription coordinator (habla espaol)

1.800.645.7700, ext. 1215; [email protected]

ICCFA Magazine (ISSN 1936-2099) is pub-lished by the International Cemetery, Crema-tion and Funeral Association, 107 Carpenter Drive, Suite 100, Sterling, VA 20164-4468; 703.391.8400; FAX 703.391.8416; www.iccfa.com. Published 10 times per year, with combined issues in March-April and August-September. Periodicals postage paid at Sterling, VA, and other offices. Copyright

2014 by the International Cemetery, Cremation and Funeral Association. Subscription rates: In the United States, $39.95; in Canada, $45.95; overseas: $75.95. One subscription is included in annual membership dues. POSTMASTER: Send address changes to ICCFA Magazine, 107 Carpenter Drive, Suite 100, Sterling, VA 20164-4468. Individual written contributions, commentary and advertisements appearing in ICCFA Magazine do not necessarily reflect either the opinion or the endorsement of the International Cemetery, Cremation and Funeral Association.

n Send it in: Email your Word document as an attachment to [email protected], or write your release in the body of your email. Please include your full name and title and the companys name and location in the body of your email.

Photoshigh-resolution jpgscan be emailed. Remember you must adjust digital camera settings to take high-resolution images before taking the photos! Check the owners manual for instructions. (If youre scanning in glossies, they must be scanned in at a minimum of 300 dpi at the size they are to be printed.)

Submit your news to ICCFA Magazine

CemeterIes CrematorIes Funeral homes supplIers pet loss proFessIonals

n Write it down. It doesnt have to be written perfectly (thats why we have editors)it just needs to include the facts. Remember the basics:Who What Where When & how (& sometimes Why).

Questions? need some guidance? email ICCFa magazine managing editor susan loving at [email protected].

have you held a groundbreaking or grand opening for a new facility? hired or pro-moted someone? Is your company offering a new or updated product to cemeteries and/or funeral homes? have you recently held an unusual service or a successful seminar at your location? Added a grief therapy dog to your staff?share your news with colleagues all over the worldsend it in to ICCFa magazine! Its a simple way to receive some well-deserved publicity for you and your staff and to share ideas with peers. heres how to get your news in ICCFa magazine:

2014 IccFa universityJuly 18-23 Fogelman Conference Center, Memphis, Tennessee Chancellor: Ernie Heffner, CFuE2014 PlPa universityAugust 23-27 Hyatt French Quarter, New Orleans, Louisiana

2014 Fall Management conferenceSeptember 17-19 Ritz Carlton Amelia Island, Amelia Island, Florida

ICCFA calendar

Cremation w/Confidence ADFULL PAGE

page 74-COLOR


[email protected], ext. 1212direct line: 703.391.8401

Fells is ICCFA execu-tive director and general counsel, responsible for maintaining and improving relationships with fed-eral and state government

agencies, the news media, consumer or-ganizations and related trade associations.MoRe ReSoURCeSWireless. ICCFA members, send us your email address and well send you our bi-weekly electronic newsletter full of breaking news.

by IccFa General counsel robert M. Fells, esq.

On March 12, Rep. Ed Whitfield (R-KY) introduced H.R. 4213 to expand the FTC Funeral Rule to all sellers of funeral-related goods or services. The bill, named The FTC Improvement Act of 2014, has been referred to the House Energy and Commerce Committee for consideration.

The ICCFA has issued the following statement concerning the Whitfield bill:

H.R. 4213 would expand the Funeral Rule in the absence of any evidence that sellers other than funeral homes have failed to provide written price information to consumers in a timely manner.

The Funeral Rule was originally enacted in 1982, but only after findings of substantial evidence by the Federal Trade Commission that funeral homes were not furnishing consumers with written price information, among other things.

Thus, H.R. 4213 would arbitrarily expand the Funeral Rule to thousands of small businesses without the benefit of due process afforded to funeral homes.

In a report dated March 14, 2008, the

Federal Trade Commission stated: There is insufficient evidence that commercial cemeteries, crematories and third-party sellers of funeral goods are engaged in widespread unfair or deceptive acts or practices that are governed under the existing Funeral Rule (citation at 73 FR 13740). As far as can be determined, this finding is equally true for the provisions of H.R. 4213. To date, there has been no evidence to change the FTCs findings.

The full text of the ICCFA speaking points regarding H.R. 4213 may be viewed at www.iccfa.com/files/HR4213SpeakingPoints.pdf. r

Model guidelinesICCFA Government and Legal Affairs

Committees model guidelines for state laws and regulations

Washington ReportRecent columns are available online

www.iccfa.com

New House bill to expand the FTC Funeral Rule to all sellers

Washington Report

In March, the U.S. Circuit Court of Appeals for the Third Circuit denied a re-hearing petition by plaintiffs in Heffner v. Murphy.

This means that the appellate courts decision overturning 10 of 11 counts in the lower district court ruling against the Pennsylvania Funeral Directors Law remains intact. The lower court had

found that 11 counts in the state law were unconstitutional, but the appellate court reversed the lower court on 10 of 11 counts.

The denial of a re-hearing means that the appellate courts reversal is upheld. We understand that plaintiffs have the option of filing a petition for review with the U.S. Supreme Court. r

The Obama Administration has announced that it plans to propose changes to the Fair Labor Standards Act of 1938 that determines worker eligibility and exemption for receiving overtime (OT) pay.

The proposals have not been published to date but have been summarized. Among other things, the new rules would raise the salary limits that exempt some workers from OT pay. In other words, workers currently exempt from OT pay could be

eligible if the salary threshold were higher. Approval by Congress will apparently be circumvented should the President decide to implement the new OT rules through an executive order.

Businesses would be economically impacted if workers currently not eligible to receive OT pay are required to be paid for working in excess of 40 hours per week. Developments will be reported to ICCFA members. r

US Court of Appeals denies re-hearing petition in Pennsylvania litigation

Obama administration to propose limiting number of workers exempt from overtime pay

there is insufficient evidence that commercial cemeteries, crematories and third-party sellers of funeral goods are engaged in widespread unfair or deceptive acts or practices that are governed under the existing Funeral Rule. Federal Trade Commission

Start every day at the ICCFA Caf at www.iccfa.com May 2014 9

Forever Pets AD1/3 Square

Rossato AD1/6 V

4-COLOR

Flowers for Cemeteries AD

1/4 V4-COLOR

Withum AD1/4 V


KIP AWARDS: PERSONALIZED SERVICE OR MEMORIAL

Family & funeral home plan life celebration for man whose lifelong passion was aircraft

what the judges saidn An excellent effort to fully personalize a difficult day in a way that brought comfort and smiles.n Wonderful tribute.

First Place & grand Prize winner:el Camino Memorialsorrento Valley Chapel, San Diego, California

Benedict Borja Marfori, an engineer in San Diego, California, was diagnosed with cancer and was told he had less than 6 months to live. His passion had always been aircraft, and he decided to take up the hobby of building model airplanes. Three years after his diagnosis, until his death in April 2013, he had built more than 500 model airplanes.

As his wife and I spoke, she made it clear she wanted the memorial to be a special event his family and friends could attend, coming away with a joyous memory after having celebrated his life in a unique manner. We brainstormed different ideas that neither of us had ever seen in a serviceshe wanted his service to be over-the-top.

The casket was set in front of a 20-foot backdrop of a custom-painted airplane. We placed information and several of his model airplanes and played a memorial DVD that showed pictures of the deceased with every plane he had built and also military bases he had visited. During the visitation

and service, we played the song Danger Zone from the movie Top Gun.

Family and friends shared memories and photos of his life, celebrating the times they had shared with a very dear friend. There was food, music and a lot of laughter during the visitation and funeral.

Our cemetery is located next to a military base. We frequently have to pause services due to the jets flying over. During this service, though it was a coincidence, the family believed the fly-over was just for their loved one.

In our business, we try to make the most devastating circumstances easier for the family to bear by providing them with a personal, special and unique service so that family and friends can cherish the memories of their loved one.

We have one chance to provide a service that means something special to the families we serve. In our business, we strive to be helpful, knowledgeable, compassionate and show our families their options and make their loved ones

Creating a soaring celebration of lifeto help a family say goodbye in style.

the chapel set up for a service for Benedict Borja Marfori, whose passion had been airplanes.julie Mauricio, the memorial specialist who helped with the set-up and worked the funeral service.

Megan Crouch, funeral director at el Camino Memorial.


some of the hundreds of models Benedict Borja Marfori built after receiving a cancer diagnosis were displayed at his funeral service.

The KIP AwardsThe ICCFAs Keeping It Personal contest drew 49 entries from the United States, Canada, Chile, Malaysia and Australia in 2013. The KIP Awards recognize personal-ization in funeral, cemetery and crema tion products and services.

This years judges gave the highest marks to a service by El Camino Memorial-Sorrento Valley Chapel in San Diego, California, described here. As grand prize winner, the company received a free registration to the 2014 convention in Las Vegas, Nevada, at which all KIP Award honorees were recognized.

The contest was started in 2001 by the ICCFAs Personal ization Subcommittee to encour age the sharing of ideas for personalizing services and products to better serve families. A pet category was added in 2011.

2014 contestEntries for the 2014 contest will be due in December. Forms are available for download at www.iccfa.com/kip, under recognition/KIP Awards. You may also download information about all past winners. r

service memorable.For the Marfori family, the service

commemorating the death of their loved

one was not a sad event, but a joyous celebration of life that depicted the person they loved so much.Megan Crouch r

Meadow Hill AD1/2 H

4-COLOR


KIP AWARDS: PERSONALIZED SERVICE OR MEMORIAL

Arranging for a hospitalized widow to see her husband one last time

what the judges saidn Lovely handling and special attention.n Doing the extraordinary given the circumstances. This was a moving example of how you in this industry make a difference in our lives. I would travel miles to patronize this business.

honorable Mention:jefferson Memorial Funeral home, Pittsburgh, Pennsylvania

It couldnt have been a worse week for the Clayton family. Their father had died unexpectedly while working in his garden. The very next day, their motherphysically, mentally and emotionally drained from grief and a full day of making funeral arrangementsfell on her way to bed and broke her hip.

With their father at the funeral home and their mother in an ambulance on the way to the hospital, the family was completely overwhelmed. They learned that their mothers emergency surgery was scheduled for the same day as their fathers viewings. The thought of burying him without their mother getting the chance to say her final goodbyes to her loving husband of 59 years caused everyone intense emotional pain.

In an incredible act of orchestrated personal care, the funeral home and the hospital devised a plan. While the doctors greased some wheels to gain hospital approval for a very unconventional request, Jason Catalfu, one of the funeral directors, worked diligently to customize a casket that would pay special tribute to the deceaseds service in the Coast Guard during WWII.

The efforts of the funeral home and hospital staff paid off when permission was granted to allow the hearse one last stop on the way to the cemetery.

The hospital reserved 20 parking spaces for the procession and Catalfu created a makeshift funeral parlor on hospital property. Maneuvering a casket

through the halls of a medical center isnt standard operating procedure for any funeral home, but unique circumstances call for unique measures.

A nurse brought the widow down in a wheelchair and when the elevator doors opened, her family was there to greet her. Catalfu reopened the military-inspired casket for an encore viewing so that Mrs. Clayton could say her goodbyes. After sharing some memories, tears, laughter and much needed fellowship with close friends and family, she was escorted back to her hospital suite while the family continued on with their father to the cemetery.

After the funeral, a Clayton cousin said it best in an article entitled Goodbye:

Through an incredible act of care and compas-sion ... (the widow) got that all-important closure that would have been denied her had the funeral home and hospital stuck to rigid formalities and policies. This generous act of humanity and cooperation afforded a grief-stricken widow and her children an opportunity for closure and peace ... It was a testament to both the hospital and the funeral home that they bent a few rules to provide comfort and solace to this family in their time of grief.

Jefferson Memorial Funeral Home was honored to bend the rules of formality to serve the. Clayton family in a very personal way. Helping to mend broken hearts is just as important as helping to mend broken bones. Lacyn J. Barton r

How can you say a final goodbyeto a departed loved one when youre in the hospital?

jefferson Memorial Funeral home general Manager Lacyn j. Barton pres-ents an award of recognition to funeral director jason Catalfu for his excep-tional service in helping a widow who was in the hospital say a final farewell to her deceased husband.

Trigard ADFULL PAGE

page 134-COLOR


KIP AWARDS: BEST PRACTICE/PERSONAL TOUCH

Cremation garden adds unique place for University of New Mexico fans

what the judges saidn Great idea, perfect execu-tion and display. I would not expect this from most.n Makes it easy for someone to complete this task in a time of grieving.n The use of UNM logosespecially allowing the logo in use when the deceased attendedis a lovely touch.n An amazing accomplishment.

First Place winner: French Funerals & Cremations/sunset Memorial Park, Albuquerque, New Mexico

French Funerals & Cremations recently designed and built a special pavilion in its award-winning Centennial Urn Garden at Sunset Memorial Park specifically dedicated to and themed around the University of New Mexico Lobos.

The Lobo Pavilion features red and silver granite niche plates, echoing the universitys cherry and silver school colors. Central to the pavilion is a custom bronze statue of a Mexican gray wolf, the schools mascot. This statue was designed and cast by a local artisan, and is a one-of-a-kind piece. The pavilion features granite niche walls, in-ground cremation spaces and granite coping and bench spaces, and continues the overall Santa Fe style architectural theme of the Centennial Urn Garden.

The niche and granite copings that are engraved with the names and

An arrangement between The University of New Mexicoand French Funerals & Cremations provides fans

a way to be true to their school forever.

the Lobo Pavilion provides a special place for university of New Mexico Lobos fans.

tom antram, president and CeO of French Funerals & Cremations.

People purchasing niches in the planter wall surrounding the statue before the grand opening received a minature Lobo statue.

Paul Krebs, university of New Mexico athletics director (left), and tom antram, French Funerals & Cremations president and CeO jointly cut the ribbon and declare the Lobo Pavilion official open. Looking on are Duffy Swan, president of the uNM alumni association, and various members of uNM athletics, the uNM Lobo Club and uNM administration.


Centennial urn garden Phase ii (including Lobo Pavilion) while under construction.

dates of those interred there can also display an era-specific UNM Lobo mascot, if the family so chooses.

French Funerals & Cremations and Sunset Memorial Park are the only funeral organizations licensed by the university to use logos and images.

The university provided Sunset with digital images of all of the various iterations of the UNM logo over the years. Families can choose to be very specific and personal with their memorialization in this area by choosing the logo that was used when their loved one attended UNM, not just the current logo.

Over time the niche walls will be a graphic representation of the history of the university, and of many individuals who attended college there.

French is able to take this personaliza-tion and identity with UNM a step further, as they have developed a series of UNM funeral packages that include various

UNM-themed items the family can incorporate into the funeral itself. These items can include UNM-themed urns and caskets, UNM neckties for the pallbearers, UNM flags and blankets and customized UNM-themed folders and cards.

Those purchasing niches in the planter wall surrounding the Lobo statue itself receive a further UNM commemoration. Those 40 niches each come with a hand-cast miniature of the Lobo statue itself, signed and numbered by the artist. No more of these will ever be made.

Individuals purchasing property in the new section of the garden prior to the grand opening of the Lobo Pavilion had 10 percent of the purchase price of their property donated by Sunset Memorial Park to the UNM Lobo Club.

At the grand opening itself, members of UNM athletics and school administration, as well as the UNM Lobo Club, and the president of the UNM Alumni Association participated.

The Lobo Pavilion is a personal and unique area within the Centennial Urn Garden, the signature property at Sunset Memorial Park. It beautifully captures the spirit of the University of New Mexico, and of the Albuquerque community that so passionately identifies with it.

The Centennial Urn Garden and the new Lobo Pavilion were designed by CPRA Design Studios LLC, Denver, Colorado. Christopher Keller r

LP Bronze AD1/3 V

4-COLOR

the entrance to the Centennial urn garden, which now includes the Lobo Pavilion.

the bronze wolf watches over the Lobo Pavilion.

K I P : B E S T P R A C T I C E / P E R S O N A L T O U C H


KIP AWARDS: BEST PRACTICE/PERSONAL TOUCH

Grieving parents offered help with services, products when a child dies

what the judges saidn Good idea; I would defi-nitely think more highly of this business even if I did not have a need for this.n Nice brochure, well explained and presented.n This truly shows best practice in working with fami-lies during this very difficult time of loss.n A thoughtful program, nicely presented for easy understanding by grief-stricken parents.

honorable Mention: Cook Funeral and Cremation services, Grandville, Michigan

Many years ago the Cook family decided to offer free and discounted services to all families who had lost an infant or child. This is something one never plans for, and the cost is a burden we do not want families to bear alone as they grieve.

As we continued to serve these families, we noticed that their need was much greater. We developed publications uniquely designed for their loss. Our hope is to provide additional services and keepsake items that will help them hold onto precious memories and bring healing.

We added a collection of Life Treasures specifically designed to help our families create a lasting reminder of their child forever in their heart. These items represent a variety of ways for our families to forever treasure their precious little one.

In addition, we compiled a listing of grief resources in a bookmark format emphasizing our mission to walk with each of our families through their grief journey.

Our no-charge graveside service for stillborn to

Cook Funeral and Cremation Servicesoffers families who have lost a child

a package of discounted products and services.

Leanne gurley was the graphic artist who designed Cooks brochure explaining the firms services for families who have lost an infant.

the story of My Baby book is one of the things given to parents who have suf-fered a stillbirth or lost a child under the age of 1.

The brochure detailing Cooks services for parents who have lost a child.

a page from the story of My Baby book where parents can record the service details.


Funeral Call AD1/4 H

4-COLOR

Holy Land Stone AD1/6 H

4-COLOR

Grever & Ward AD1/4 H

K I P : B E S T P R A C T I C E

one year includes: Primary use of equipment facilities and

staff. Local removal from the place of death. Preparation, dressing and casketing. Consultation/arrangement conference. Obtaining and filing all necessary

permits and certificates. Submitting obituary notices. 20-inch or 28-inch Bay Memorial

casket and vault. Graveside funeral services. The Story of My Baby book/25

traditional memorials. Temporary marker.We then offer discounts on our

traditional services for children up to 18 years of age. The cost for a child up to one year old is only 10 percent of the adult fee. The percentage increases with age.Bob Kreter r

an inside page from the brochure.

another page from the story of My Baby book, where details about the childs mother can be recorded.


KIP AWARDS: EVENTS

Cooks remembrance service: Lights, names, songs, fellowship

what the judges saidn Lovely seasonal event.Especially appreciate that it is not to generate sales leads; it is purely for helping and healing.n Love the reference to the Vietnam Memorial and allow-ing family members to touch the names.n A special way to remember loved ones at the holidays, often a rough time for grieving families.

First Place: Cook Funeral and Cremation services, Grandville, Michigan

After many years of offering a Service of Remembrance inside our chapel, we moved the event to tents outside, offering attendees hot cocoa and cookies, a complimentary keepsake ornament and grief-related materials to help them with getting through the holidays.

There is music playing throughout the evening as families and staff mingle and visit with each other.

The brief service includes prayer, a few words from a local pastor and a number of choral selections from a local high school. All wait in silence for the moment our Memory Tree is officially lit. This tree remains lit throughout the holiday season and stands as a unique tribute, day and night, to all of the loved ones in our community who have passed away.

Near the tree is a banner that includes all the names submitted to us of loved ones who died during the past year. Each family stands before the banner and searches for their loved one's name. As they touch the name, the scene is much like the images we have seen at the Vietnam Memorial wall in Washington. It is a very moving and very private moment.

A remembrance service held outsideleaves attendees with a warm feeling.

attendees are bundled up to attend a service of Remembrance at Cook Funeral and Cremation services in Michigan.

attendees were drawn to this banner, on which the names of loved ones lost the previous year were written.

Communi-ty admin-istrator Melannie ippel (top) and graphic artists amber Kielisze-wski (center) and Leanne gurley (bottom) are the graphic artists who worked on the tree lighting.


Mortuary Financial Services AD1/4 H

Madelyn AD1/4 H

4-COLOR

This event truly reflects the genuine care and love the Cook family and staff, have for the community and its people. It also creates future opportunities through the recognition received from this event.

ResultsWe highly recommend this event. It creates a lot of positive PR and goodwill in the community. Our firm gains not only top-of-mind awareness in the community but positive awareness, as well. But please note, the goal of this event is to serve our community and provide an event that offers our families a glimpse of healing. Yes, it will generate sales, but more importantly it generates a moment of peace to those who need it.Bob Kreter r

Cook advertised its service of Remem-brance to the community with posters (above) and postcards (above right).

the trees lit during the service remained lit throughout the holiday season.

K I P : E V E N T S


KIP AWARDS: EVENTS

Chapel of the Roses gave community a way to reach out after tragedy

what the judges saidn Absolutely lovely and loving.n A special tribute to Sandy Hook families.

honorable Mention: Chapel of the Roses, Atascadero, California

After reading an article online about things that you could do to show your support for the children of Sandy Hook Elementary, the staff at Chapel of the Roses liked the idea of assisting the National Parent Teacher Association in decorating the school. They asked for donations of unique snowflakes.

Chapel of the Roses hosted two Snowflake Drives. We invited people in our community to come in and create snowflakes to send back East.

The local newspaper did an article about the events, and we placed flyers all over town. With the participation of our community, we were able to send in more than 500 snowflakes.

The December 2012 murder of 20 children and six staff members at Sandy Hook Elementary School in Newtown, Connecticut, stunned the nation. Many people wanted to do something to reach out to the survivors.

Chapel of the Roses offered people a way to show their support.

The front side of the thank-you note the funeral home received showed some of the snowflake designs that poured into sandy hook elementary school from all over the world. the mes-sage on the other side: thank you for your heartfelt, generous and thoughtful contribution to Snowflakes for Sandy Hook. Because of your efforts and many others, we received snowflakes of all shapes, sizes and forms from schools, Ptas, community centers and families across the country and around the world. sandy hook students, staff and families have been the recipient of a blizzard of love and support in the form of snowflakes, and we could not be more thankful! Our community has taken great comfort in the global outpouring of support from wonderful people like you. we will always treasure our blizzard of love. thank you for your kindness, sandy hook elementary school Pta.

From left, staff members who worked on the snowflake project: gabriela gillian, funeral director/embalmer; Kailee Vitelli, locationmanager; teresa Frederiksen, administrative assistant; and debra andrews edRs clerk.


SEP AD1/6 H

Imagineframing AD1/6 H

Duncan Stuart Todd AD

1/6 V

There is no doubt that the images from December 14, 2012, of children crying and being led in lines away from a horrific tragedy is something many of us will never forget.

Though for most of the world, the images of the Sandy Hook Elementary School shooting were at a safe distance, on their computer screens or flat-screen monitors, for some, those images were reality. That was their school, those were their children, and

that was their life that was shattered by one hateful act.

As a parent, I couldnt imagine going through that. I have no doubt that most of us went home that night and slowed down our usual rushed routines; were grateful for the giggles and thats not appropriate dinner talk from our children gathered around the dinner table; and tucked our babies in a little tighter, reminded how truly lucky we were that they were home safely and in our care.

Chapel of the Roses wanted to help. In a situation like that, many are left wondering what can we do, being so far away and removed from the situation, across the country in California.

The snowflake project was the perfect opportunity for us to do something as a community to show that we cared, and that the people in Newtown were not alone. Kailee Suzanne Vitelli r

The snowflakes under construction at Chapel of the Roses. the funeral home provided all supplies for the creation of the snowflakes and made sure they were delivered before the children of sandy hook returned to the school.

K I P : E V E N T S


KIP AWARDS: PET SERVICE OR MEMORIAL

Pet memorial center helps SPCA provide sled dogs with dignified memorialization

what the judges saidn Great story and caring way to show support for man/womans best friend.

n Until We Meet Again took great care to give the Whistler sled dogs a memorial any dog deserves, but especially dogs who were so ruthlessly killed.

n The company took cae to team up with the local SPCA to create a memorial and a head-stone unique to sled dogs.

First Place: until we Meet again Pet Memorial Center, North Vancouver, British Columbia

In January 2011, international outrage was sparked when the brutal slaying of up to 100 sled dogs owned by a Whistler sled dog adventure company came to light. The killings had actually taken place in April 2010, the dogs bodies dumped in a mass grave.

The SPCA and in turn the general public only became aware of what had taken place after a document detailing the slaughter was leaked to the media.

Being so close to Whistler, the city of Vancouver, which had recently hosted the Winter Olympics, was deeply affected by the news. The Vancouver SPCA and Until We Meet Again Pet Memorial Center worked together to make sure the dogs remains were handled with care and reverence, and to place them in their final resting place.

The remains of the dogs were exhumed in May, when the ground around their mass grave

had sufficiently thawed. Fifty-six bodies were taken to the Simon Fraser University Forensic Center for post-mortems.

Kevin Woronchak, the founder and owner of Until We Meet Again, explained what happened next: I knew we were doing general cremations, but I wanted to give the animals as much respect as possible, so I offered to do a family cremation at no charge.

This meant that all the dogs would be cremated together, as one private cremation.

Forty-four dogs arrived at the center, each in their own human cadaver bag. They were cremated together immediately, placed in beautiful black velvet bags embroidered with Until We Meet Again ... At the Rainbow Bridge and returned to the SPCA investi gations team.

The 12 remaining dogs being held at the forensic center for evidence arrived a few

A mass killing at a sled dog company left animal-lovers in shock and required the exhumation of the huskies bodies to aid prosecution.

A pet memorial center worked with the SPCA to make sure the remains were handled with reverence and memorialized properly.

the service for the whistler sled dogs was held at the sPCa cemetery where they were interred.

some of the people at the ser-vice for the whistler sled dogs.


Nomis AD1/3 Square

Abbott & Hast AD

1/6 V

ASD AD1/4 V

4-COLOR

Elegante AD1/4 V

4-COLOR


months later and were treated with the same care. We were honored to care for them, said Woronchak.

When the SPCA decided that the huskies were to be buried together, Woron-chak and his wife, Joanna, donated the headstone that would be placed at the huskies final resting place in Penticton, British Columbia, at the SPCA cemetery. Local artist Mike Kelly of Imagine it in Stone created the perfect tribute to honor the memory of the sled dogs.

Such a tragedy, but I knew they were

going to have a memorial service they deserved, Woronchak said.

On November 2, 2012, in Penticton, with Joanna and Kevin Woronchak in attendance, the cremated remains of 56 huskies were laid to rest and their memorial stone was placed.

The one-year anniversary just passed and Joanna and Kevin were back in Penticton to lay flowers and pay their respects along with countless others. Indeed, We Will Never Forget ... Run Free. r

K I P : P E T S E R V I C E O R M E M O R I A L

the sled dogs were buried at this sPCa cemetery.

above left, the memorial for the huskies, who were buried together, taken at the one-year anniversary, when many people returned to the cemetery to pay their respects. above right, the poem by sPCa volunteer Nicole jenson that she read at the service for the whistler sled dogs.

the thank-you letter from the sPCa to the woronchaks, who donated the memorial, and Mike Kelly, who designed it.

Funeral Home Gifts ADFULL PAGE

page 254-COLOR


KIP AWARDS: INNOVATIVE PERSONALIZED PRODUCT

App allows cemetery visitors to easily find graves, access online memorials

what the judges saidn Best use of technology; should catch on quickly. So many times we wish we could give loved ones a lasting trib-utethis is it.n How often is there a conflict and someone cant be therethis makes it so easy to share with those who care the most.n This is an incredibly in-depth and unique addition to cemeteries, especially our historic ones. n The GPS ability easily al-lows families to find their loved ones, ancestors or historical figures. All cemeteries should incorporate this type of tech-nology.

First Place winner: webcemeteries.com, Virginville, Pennsylvaniawww.webcemeteries.com

Historic Oakwood Cemetery has sprawling, immaculately maintained grounds with historic statues and monuments. Family members and friends often visit their loved ones, but before 2013, the only memorialization offered was a physical marker

with a few words and possibly an image.In addition, visitors could go to the welcome

center for a paper map, but finding the specific grave often proved challenging.

To provide an innovative way to memorialize loved ones, Oakwood launched a program that

fundamentally transformed its visitors access to this history. With the help of custom technology solutions company webCemeteries.com, Oakwood published GPS Living Memorials: online memorial pages for families, accurate GPS-navigation to the graves, printed memorialization for graveside services and integration with social media.

WebCemeteries.com was awarded the KIP award in 2011 for the industrys first cemetery Android mobile app, a step toward digital memorialization for only the few cemeteries with their records and maps entirely in the computer. The new GPS Living Memorials for Apple and Android offers any cemetery the ability to provide its families with mobile and online memorials, new printed copies for the graveside service, photo galleries,

WebCemeteries has brought the ability to find grave sites and online memorials to cemeteries without computerized records.

above left, the smartphone interface for the historic Oakwood Cemetery gPs Liv-ing Memorials and Tours mobile app, which allows people to search for a specific grave site, find nearby burials or access a cemetery tour. above right, a Living Memorial displayed on a desktop computer and on a smartphone.

Screen shots show how the app allows users to zoom in on a specific burial site or sites on a tour. as visitors walk or drive through the cemetery, their locations update.

MKJ Marketing ADFULL PAGE

page 274-COLOR


the Living Memorials can provide access to the obituary, service information, photos, vidoes and other memorial information for people interred at the cemetery. People also can submit memories through the cemeterys website.

expanded public submission options and integration with social media-without having to wait until all the records and maps are in the computer.

Each cemetery posts its own branded Living Memorials app to the app stores and also publishes the memorials to its own website. Visitors to these cemeteries can download the free apps directly to a mobile device, or can borrow a tablet from the cemetery so they can use the app within the grounds. Users can type in a name to be provided real-time navigation to the grave.

Additionally, visitors can utilize the tours component to follow pre-loaded walking tours to visit notable people, graves or landmarks with interesting stories throughout the cemetery. The app brings the cemeterys history and beauty to life with pictures and videos. With seven governors, five United States senators, four Civil War generals and thousands of other individuals interred there, Oakwood is a repository of history.

Once visitors have navigated to the gravesite, they can view any of the different virtual memorials

within the app. These include obituaries, biographies, pictures and video stories. If a visitor wants to contribute a personal story to the memorial, he or she simply taps a button to submit information through the app.

When visitors search the memorials, they are able to make the visit to the graveside meaningful and interactive, creating lasting memories. Cemeteries also can offer higher levels of service by providing families at the graveside service with printed copies of the Living Memorials, along with instructions for sharing a memory or photo online.

The GPS Living Memorials app truly

helps history come alive using innovative technology that many of our loved ones could never have anticipated, and ensures that the memories of those who have gone before us will continue to endure.

To download Oakwoods app to your phone, go to www.webcemeteries.com/ncws.asp.

The first GPS Living MemorialsGPS Living Memorials, launched in 2012, was the industrys first digital memorialization product with a GPS link to the physical burial site. It is the public side of a three-application package sold to cemeteries (along with the Trees App for managing and maintaining trees and the Field App for processing work orders and lot sales from the field).

Pricing is based on the cemetery size and the selection of services used. Most cemeteries offer this as a free service to their families, while some charge a nominal fee.

More than 50 cemeteries have signed up to use this new product, including Historic Oakwood Cemetery, Raleigh, North Carolina; Winter Park Cemeteries, Winter Park, Flor ida; West Laurel Hills, Bala Cynwyd, Pennsylvania; and Cypress Lawn, Colma, California.

GPS Living Memorials is designed for cemeteries with a unique history and the desire to share that with the community, which describes virtually every cemetery we have encountered. GPS Living Memorials have been integrated with six industry software platforms to enable cemeteries to publish all of their burial records. It can even be used by cemeteries who still have their records on paper with just an hour or two set aside to build the tour or memorials.

While webCemeteries.com has advertised nationally throughout the industry with emails, magazine ad placements, direct mailings and conference booths and presentations, the general media has spread the story even further. Television segments were run about the app on ABC (Philadelphia), Fox News (Orlando) and WHAS (Louisville). stories were published in over a dozen regional papers and several other television segments have been scheduled to run. Nick Timpe r

K I P : P R O D U C T

deborah Cassidy, west Laurel hill Cemetery, Bala Cynwyd, Pennsylvania, is interviewed about the cemeterys use of webCemeteries GPS Living Memorials.


Ensure-A-Seal AD1/3 Square

Zontec AD1/4 V

Keith Merrick AD1/4 V

4-COLOR



Covering survivors with memories

what the judges saidn This is an incredibly touching and meaningful way to remember a loved one and even be able to snuggle up in a blanket of their beloved shirts.n Great product for so manywould be perfect for a lot of people.

honorable Mention: Project Repat, Boston, Massachusettswww.projectrepat.com

T-shirts are as American as apple piewe receive one for every race we run in, every event we participate in and every time we volunteer. Project Repat makes it easy and affordable to preserve t-shirt and clothing memories.

Our t-shirts are our trophies, representing our accomplishments, our culture and our beliefs. Customers send their t-shirts to Project Repat, and an individual making a fair and living wage in the United States transforms it into a personalized blanket keepsake by cutting out the logos and sewing them into a patchwork blanket.

One of the hardest

decisions for someone who has recently lost a loved one is to decide what to do with the clothing that has been left behind. Weve heard countless stories from customers in this position, who feel too attached to the clothes that were once worn by the person they loved to get rid of the clothes.

After learning about Project Repat and arranging to receive an incredibly meaningful t-shirt blanket from us, our customers cannot be more appreciative and thankful for the meaningful service we have provided. Every week we receive notes sharing stories of loved ones, and stories about the clothing that was worn by our customers loved ones.Ross Lohr r

Project Repat turns a loved ones t-shirts into blankets that offer comfort to the bereaved.

above, after her death, t-shirts that belonged to a woman who served in the 82nd airborne were made into a blanket by her mother. Below top, a t-shirt blanket made for a mans grand-chldren. Below bottom, one of five shirt blankets made so that the deceaseds five children could each have one.

Ross Lohr, CeO of Project Repat.

above, the Project Repat kit includes a large pre-paid envelope (below) that allows customers to send their shirts in easily.


SNL AD1/2 H

4-COLOR

Kryprotek AD1/2 H



Paw Pods caskets, urns designed to take pets back to the earth

what the judges saidn Great product and presen-tation.n These are a unique, less expensive option than a pet casket. I like the focus on put-ting the pet back in the earth and making the pod biode-gradable. The flower seeds are also a nice touch.

honorable Mention: Paw Pods, Lake Orion, Michiganwww.PawPods.com

As you know, our pets have become beloved family members. Honoring and celebrating the life of a lost pet is becoming increasingly sophisticated, and more meaningful in large part because of organizations such as the PLPA, committed to the very best practices, education and professionalism in our industry.

I began developing what became PawPods after I had to put my springer spaniels down and the vet returned them to me in what looked like glorified trash bags.

In 2013, I launched Paw Pods. Our mission is to provide pet owners with a dignified, more meaningful and accessible way to say goodbye.

Paw Pods are made from completely biodegradable and eco-friendly materials, such as bamboo and rice husk. The pods incorporate only all-natural dyes, glues and sealers in the products.

There are six sizes of pods, ranging from micro to large, two sizes of urns and new fish- and heart-shaped pods have recently been

developed.Additionally, each pod or urn comes with

a sympathy card and seeded leaf that can be planted with the beloved pet and will bloom beautiful wildflowers year after year as a living memorial. The sympathy card can be a cherished keepsake for the family.

We were honored to have been selected as a 2013 Pet Product News International Editors Choice Awards recipient, and were also nominated for Best New Pet Product of the Year at the worlds largest pet industry tradeshow, Global Pet Expo.Ben Riggan r

When grieving pet owner Ben Riggan didnt like the containerhis beloved pets were placed in, he was inspired to develop a better way to inter pet remains. The result is Paw Pods.

the line of Paw Pods biodegradable caskets and urns for pets includes a variety of sizes.

above, Ben Riggan with the editors Choice award for the Paw Pods at superzoo 2013. Below, the companys official spokesdog, Remy. above left, Paw Pods new

heart urn. above, the sympathy card that comes with each urn. Left, the new goldfish urn.

Worsham ADFULL PAGE

page 334-COLOR

IMSA ADFULL PAGE

page 344-COLOR


I C C FA N E W S

For the past two years, my message as ICCFA University chancellor has provided tongue-in-cheek excuses for not attending the university. This was my way of pointing out how irrational those excuses sound. They reflect the reasoning of some-one trying to justify remaining in mushroom mode (in the dark), someone who is not interested seizing an educational opportunity that can benefit an organization, its associ-ates and its customers. Well, NO MORE EXCUSES TO NOT INVEST IN YOUR FUTURE! Here is what not to miss at the 2014 ICCFA University, which will be led by outstanding deans and professors.

Seven Proven Curricula Cremation Services Embalming, Restorative Art & Other

Care J. Asher Neel College of Sales &

Marketing Land Management & Grounds Funeral Home Management Leadership, Management &

Administration 21st Century Services

Who attends ICCFA University? The lack of a general demographic is striking. Attendees are young, old and in-between. There are people new to the profession, some in their second careers, and there are seasoned managers. There are company owners and there are employees focused on particular operational areas, from operations, to grounds maintenance to accounting to embalming to HR to preneed sales.

In other words, attendees dont fall into some specific category defined by their jobs or their ages. This is part of what creates the no-place-else-like-it dynamic that makes the U so special.

One thing attendees do have in common is a sincere passion about the value of their

lifes work and the profession itself. So which curriculum would you like to

enroll in this year? Read all the curriculum detail at www.iccfa.com/university.

WARNING! Please dont wait to register because there is NO sniveling and whining allowed later if you dont get the curriculum you want. Based on history, you will want to register sooner than later. Class sizes are limited, and 2013 was again a record-breaker for attendance.

If you have a specific curriculum you wish to take this year, dont wait for a special engraved invitation to register. Its not on the way. Be proactive, go to the ICCFA website and get registered for the curriculum you want and deserve at www.iccfa.com/university.

Thanks to the seven dedicated deans and all the professors, 2013 was again a remarkably record-breaking year for ICCFA University. That is because throughout the year, the deans and professors continually fine-tune the curriculum. They truly are the best of the best, and they are there for you.

Just how record-breaking was 2013? Well, in addition to again being showered with a gratifying outpouring of written accolades from attendees and a record total attendance, the university also realized a record total freshman attendance. In fact, over 57 percent of last years students were freshmen, both a record total and a record percentage. This speaks volumes for quality of curriculums and the credit for this success goes to the outstanding deans and professors.

Dont take the chancellors word for it. Watch video testimonials at www.iccfa.com/university or, better yet, talk with someone who attended ICCFA University. Here are some comments weve received from attendees:

I have attended countless state, regional, national and international conventions and meetings related to our profession over my 30+ year career. This is, hands down and without hesitation, the best professional

Heffner

Fivedaysofintensivetraininglikenoneotherinourprofession

Classsizesarelimited,soregisterearly!

Hotelroomsavailablefor$82or$102pernight

Attendforjustoneortwoyearsinthecollegemostrelevanttoyourjob,orcompletefouryearsandgraduate

Tuitionincludesclassroomtrainingmaterials,mealsandbreaks

Funeraldirectors:Earnupto24.5continuingeducationcredits

Earn80pointstowardICCFAcertificationuponcompletionofeachcollege

Completeprogramandonlineregistration

availableatwww.iccfa.com/university

July 18-23, 2014 Fogelman Executive Center University of Memphis Memphis, Tennessee

Educating todays practitioners, developing tomorrows leaders

iccfa university

NExTGENSCHmoozE&BluESNEW!The ICCFA Next Generation Committee invites you to join them for an outing to Beale Street to B.B.King'sRestaurant&BluesClub. The inaugural "Schmooze&Blues" event will take place on Sunday,July20.Cost:$20, includes entry fee, your first drink, hors d'oeuvres and a small donation to the Next Generation scholarship fund. Buy your tickets on-site at the University. Shuttle service will be provided.


I C C FA N E W S

c o l l e g e o f 2 1 s t c e n t u r y s e r v i c e s

dean

Mark Krause, CFuE How do you respond to a family who says, "We dont want a traditional funeral"? Youll learn how to go beyond tradition with innovative offerings and become certified as a funeral celebrant trained to provide meaningful alternatives to clergy-led services.Classes include:

Celebrant Training, Doug Manning and Glenda Stansbury: 16.5 hours of celebrant training, learning how to design services that are completely personal, incorporating those unique stories, songsandexperiencesthatdefinedthedecedent.Celebrants offer an alternative to services provided by clergy for families who are not affiliated with a church or who do not wish to have a traditional religious funeral service.

What Casket Do You Want With Those Chicken Wings?, Mark Krause, CFuE: Including the 41 percent of their customers who select cremation, Krause Funeral Homes & Cremation Servicefindsthatupto80percentofalltheircustomersoptforthehospitalityoffoodintheirplansforfinaltribute.Howdidthatevolve? What exactly does Krause offer? And what type of revenue stream does that consumer-driven service enhancement generate?

Learn how Krause made the connection between food service and funeral service and then designed and delivered what his customers wanted. Discover additional similar types of service enhancementsthefirmisusingtohelpcreatemeaningfultributes.

No Ceremony, No Memorialization: Our Failure, Our Fault, Ernie Heffner, CFuE: The phenomena of direct disposition, no ceremony and no memorialization is the result of our professions failure to be relevant with contemporary consumers. Heffner will present a comprehensive overview of demographic realities and howyoucanincreaseyourfirmsrelevancetotodaysconsumers.This curriculum provides the outline for taking a proactive approach to 21st century end-of-life activities and better serving families who may otherwise have elected no ceremony, no

memorialization. This program explores and reviews: the correlation between no ceremony, no memorialization

and demographic realities how celebrant ceremonies can boost market share the investment required for training and educating

management and staff meaningful messaging and methods for educating the public the relevant connection with hospiceFor those with closed minds, the undeniable truth in this ses-

sion is less than pleasant to consider. However, those with open minds will feel invigorated with renewed enthusiasm about the bright future and opportunity before them.

70 Percent of Services Are Conducted by Eternal Hills Staff ... Not Clergy!, Tim Lancaster, CCFE: Want to know how this came to be? Think there is any connection between Eternal Hills 60 percent market share against three competitors and their approach to providing meaningful services? Tim Lancaster, who operatesinamarketwithacremationraterangingfrom55to68percent, will lead you through a process that has resulted in 70 percent of consumers choosing to have Eternal Hills professionals, rather than clergy, conduct the service. The real key and focus is not on product but rather on communication.

According to customer surveys, Eternal Hills has exponentially greater satisfaction when its own staff conduct services. Critically important is the attitude and approach of the arranger, which leads to consideration of permanent memorialization being important to the customer. This success story is not just theory but real how-to instruction on why we do what we do and how we have applied these theories.

$28,000 Average Wedding vs. Your Final Celebration, Allen Dave Jr.: According to WeddingStats.org, there are about 2.6 million weddings conducted each year in the United States, and theaveragecostofaweddingin2014isprojectedtobe$28,671.Whatmakesa$28,000weddingaperceivedvalue,oneonwhichconsumerswillinglyspendsignificantlymorethanonourservices?Find out how Allen Dave made the transition from wedding plannertofinaleventplanner,bringingweddingplanningpracticesand hospitality to funeral service. q

Krause

development experience I have ever had! Thank you sincerely for making it available.Joseph Walker, Blue Hill Cemetery, Braintree, Massachusetts

The university should be mandatory for everyone in our profession. No other event facilitates the sharing of ideas and cross pollination of cremation, cemetery and funeral home knowledge. The learning experience is invaluable to young professionals and seasoned professionals alike.Richard Winter, Letum Inc., Harrisburg, Pennsylvania

The best experience I have had in the industry in over 20 years of attending TFDA, NFDA and every other event.

Awesome!Rich Gardner, Brenham Memorial Chapel, Brenham, Texas

Scholarships are available: To see if you might qualify, check out the ICCFA website at www.iccfa.com/university. Please note that 2014 scholarships have already been awarded.

There you have it. NO MORE EXCUSES TO NOT INVEST IN YOUR FUTURE. The 2014 ICCFA University is this years ultimate educational opportunity in our profession. Everyone involved in the university is proud to continue this one-of-a-kind venue by which thousands have already enriched themselves, their firms and

ultimately their customers through superior, relevant, contemporary service.

Dont miss orientation at 4:30 p.m.onFriday,July18,attheICCFAUniversity at the University of Memphis in Memphis, Tennessee.

Please email if you would like curriculum referrals or wish to speak with any of the deans. We all look forward to seeing you and/or your associates in Memphis in July.

Ernie Heffner, CFuEICCFA University ChancellorPresident, Heffner Funeral Chapel& Crematory, York, [email protected]


dean

Jim Starks, CFuE, CCrE Cremation doesnt have to mean "no service" or "no memorialization." Youll discover how to better serve families, improve cremation operations and increase your companys cremation-related revenues. Youll also earn three types of certifications: operator, administrator and arranger. Classes include:

Crematory Operator Curriculum: Ron Salvatore and Richard Thomas: You will receive an

extensive operations manual and training on professional terminology, incinerator terminology, principles of combustion, cremation and the environment, incinerator criteria/design, basics of operating cremation equipment, general maintenance/troubleshooting, forms, record keeping and handling and exposure control.

Administrator Curriculum: Zoning/NIMBY/Equipment, Ron Salvatore: One of the highest-rated portions

of the college, this class will cover adding a crematory to your operation, municipal zoning hurdles to installation, costs to purchase/maintain equipment, facility requirements and considerations in selecting a crematory supplier.

Avoiding Cremation Liability, Poul Lemasters, Esq.: Learn the areas of concern when dealing with the cremation customer and some of the best operating practices to incorporate into your standard operating procedure.

The Financial Realities of the Death Care Industry in 2013, David Nixon: Nixon creates thousands of budgets for clients ranging from 40 to 1,500 events per year. In this session, he will discuss: todays economic picture, threats and opportunities, pricing strategies to excel and commercial courage.

Go Ahead. Dont Bother. I Dare You!, Jim Starks, CFuE, CCrE: Jim Starks will wow you with a riveting, real-world presentation on operations and compliance. Failure to properly manage the risk of providing cremation services and/or operating a crematory is an invitation for disaster. Learn the steps you need to take to minimize potential problems and liabilities from an expert who has handled compliance and risk management issues for hundreds of funeral homes and crematories.

Crematory Tour: A Real-World Look at All Aspects of a Cremation Provider, Mark Ballard and Winston Hoover IV: Our tour host operates fivefuneralhomes,twocemeteriesandaservicecenterinamarketwitha20 percent cremation rate. The service center operates two cremation units performing more than 100 cremations per month. In addition, the service center hasaflowerdesignshopandhandlesall administration for this operation.

Arranger Curriculum: Understanding todays consumer, no funeral doesnt mean no memorialization, effective presentations, procedures, presenting all options, methodology and the ICCFA Cremation Code of Ethics. Sessions include: I Dont Want a Funeral, I Want a

Cremation, Julie A. Burn, CCrE, CSE What Is Your GRASP on Cremation

Consumers?, Nctar Ramrez Know Your Cremation Consumer,

Doug Gober ICCFA Cremation Code of Ethics,

Mark Krause, CFuE q

I C C FA N E W S

Starks

CrEMation CErtiFiCationS The ICCFA cremation certification program is open to employees of all cemeteries, funeral homes, crematories and related businesses. Students completing the College of Cremation Services will receive three certification designations:o ICCFA Certified Crematory

Operator: Currently required for crematory licensure in a number of states, this program is sponsored by Matthews Cremation Division and covers all aspects of crema-tory operation and maintenance. A 12-chapter Operations Manual is provided. 6 hours CE.*

ONE-DAY OPTION: The ICCFA now offers an optional one-day registration for those who wish to attend only the Certified Crematory Operator program. o ICCFA Certified Crematory

Administrator: This certification covers the business and liability aspects of providing cremation ser-vices. Instructors include a nation-ally renowned attorney and author-ity on cremation liability; a former compliance officer for a multi-own-ership corporation; a nationally rec-ognized accounting specialist; and an expert in zoning, environmental and equipment installation issues. Students will also participate in a tour of a local cemetery, crematory and funeral home. 9 hours CE.*

o ICCFA Certified Cremation Arranger: This segment will pro-vide an interactive learning experi-ence in understanding cremation consumers, arranging and creating meaningful tribute services, creating unique options for memorialization and effectively communicating all of this with families. The instructors have proven track records and real-world experience. 8.5 hours CE.*

* Ce availability contingent on individual state approvals.

c o l l e g e o f c r e m a t i o n s e r v i c e s

Being a part of the ICCFA University has been inspiring to a degree that no other program for our industry comes close to. It is that inspiration that drives me to send as many people from our organization each year as possibleso they can inherit the same inspiration that I have felt from year to yearand use it to make our organization better, as well as our industry as a whole.

Lauren Blevins, Chief Operating Officer, Williams Funeral Homes & Crematory,

Columbia, Tennessee


dean

todd Van Beck, CFuE Too many managers consider "creativity" someone elses department. In funeral service, creative management is the key to differentiation. Youll learn Dr. W. Edwards Demings creative service management system and its specific applications to our profession.All courses are taught by Todd Van Beck, CFuE, except as noted:

Management Is Not Having the Title of Manager; It Is Being Creative in Vision: Well introduce The Worthy Ideal, the philosophy of creative management and what management looks like when you base it on the mission of your ideal. Central to this discussion will be the quality service management system of Dr. W. Edwards Deming. Well discuss:

the magic 15 steps in service management plan, do, check, actaccomplish transformations the seven deadly sins in quality service management the foundations of qualitywhat quality service is and what

it is not. The Application of Creative Management: Part I will focus

on three key areas of management: Momentum. Discover the power of the momentum of daily

management vs. the risks of making it up as you go. The DNA of Creativity, including visibility, attention,

information and consistency with people, places and things. Communication with Staff. Themostdifficult

management challenge: people, communicating with them and getting them to do what you want.

Creative Management: Part II will delve into a how to approach to creative management, including:

teaching telephone etiquette and phone shopping skills

I C C FA N E W S

c o l l e g e o f f u n e r a l h o m e m a n a g e m e n t

Van Beck

c o l l e g e o f e m b a l m i n g , r e s t o r a t i v e a r t & o t h e r c a r e

dean

Dr. JoSEPH MarSaGLiaEmbalmers play one of the most important roles in the profession, having to prepare the deceased for final viewing by their loved ones and possibly preparing remains for shipping, cremation or organ donation. Learn how to accomplish all of this with panache, make the prep room the best it can be and how to do all of this safely and efficiently.Classes include:

Contemporary Mortuary Education: What Can an Employer Expect?, Dr. Joseph Marsaglia: Trends show that most mortuary science students have no experience in the profession and most students are female. This session will address topics regarding these trends such as pregnancy policies forpreproomwork,jobstatisticsonretentionandfuturestaffingand expectations from the viewpoint of both the graduate and the employer.

Pre-Cremation Prep: Preparing the Unembalmed Remains for Viewing, Todd Eckert: Fromfirstcalltoplacement of the deceased into the cremation unit, this course detailsthepoliciesandproceduresoftwounrelatedfirms,eachwith cremation rates in excess of 40 percent, including practices that can achieve exceptional appearance without embalming, reposingbedsforthelastgood-byeandpositiveidentification.Retrieval, processing, packaging and returning cremated remains will also be addressed.

Theres Always a Better Way, Jack Adams, CFSP: Every embalmer has their own trade practices for maximizing embalming results while streamlining and simplifying various tasks. Having embalmed more than 20,000 decedents, Jack Adams will share some of the proven techniques he has developed during his years of experience. Topics include

features, embalming after organ tissue donation, emaciation, jaundice, swelling and restoration.

HowandWhytoBecomeaTSACertifiedCargoScreening Facility, Jeff Van Calligan: The Transportation SecurityAdministrationCertifiedCargoScreeningFacility(CCSF)certificationenablescertifiedstaffofafirmtotransportremainsdirectlytoascheduledflightwithoutfurtherairportscreening, eliminating potential delays of hours or days for the client families.

Reconstructive Surgery, Soft Tissue Injuries, Waxing and Airbrush Cosmetics, Vernie Fountain, CFSP: From treating the most massively traumatized case imaginable to airbrushing cosmetics, this curriculum focuses on teaching highly-specialized embalming and postmortem reconstructive surgery techniques with the goal of being able to provide an open casket visitation.

The All Important First Viewing, Ken Whittaker: One of the most important times for anyone who has lost a loved one istheexperienceofseeingthedeceasedforthefirsttime.Takecontrol of the many things that affect the experience, from the setting and location to who may be present for grief support to how best to respond to questions and change requests, especially underdifficultcircumstances.

A Variety of Ways to Embalm the Infant Case, Ken Whittaker: In one of the saddest experiences in a familys life, anembalmermayfindhis/herconfidencechallengedastohowbest to prepare an infant case. This curriculum will provide embalmers with a variety of options for embalming the fetus or stillborn and choices that may strengthen their confidence in their abilities.

The Perfect Prep Room!, Vernie Fountain, CFSP: Join Vernie Fountain as he delves into the topics of design, operation and function. How much space should a prep room have? What should it look like? What should it contain in both equipment and operational supplies? Find out these things and more from an embalming veteran. q

Marsaglia

Merendino ADFULL PAGE

page 394-COLOR


I C C FA N E W S

c o l l e g e o f l a n d m a n a g e m e n t & g r o u n d s o p e r a t i o n s

dean

Gino Merendino Exceptional cemetery service starts with the grounds and operations department. Without effective land management and a commitment to an attractive, well-maintained property, there will be no sales or service. Youll learn how your grounds management team can succeed and continuously improve interments, landscaping, buildings, grounds maintenance and exceptional client experience and satisfaction.Classes include:

Exceptional Cemtery Maintenance: Experience the Difference!, Gino Merendino: Would you build a house without consulting a blueprint? Would you bake a cake without looking at a recipe? Do you truly understand that cemetery maintenance is more than cutting grass and digging graves? Gino Merendino will teach you more than how things are done; hell focus on understanding why they are done.

Creating a Committal Service that Everyone Talks About, John Gouch: Successful cemeteries create great community events that bring visitors into the cemetery and have them leaving in awe. John Gouchs cemetery has that experience designed into every committal service performed. He will share his step-by-step process so you can exceed customer expectations and create a buzz in your community for every funeral you service.

OSHA & Gravesite Safety, Mary Malotke: You'll receive a DVD on gravesite safety, which you can take back to train yourentiremaintenancestafftohelpfulfillyourOSHAtrainingrequirements. The DVD comes with a users guide, instructor notes,studenthandouts,aquizandcompletioncertificates.

Enhancing an Organizations Safety Culture, Monica Bracho-Hernandez: Poor safety standards can negatively impact employee engagement, productivity and the bottom line. During this session we will discuss the importance of creating or

enhancing a proactive safety culture, while maintaining service and quality to families.

Community Outreach, Christine Toson Hentges, CCE: Hentges will share creative ideas for growing your cemetery's community outreach program. She will share some of the ways that The Tribute Companies has found to give back and connect with the surrounding community.

Developing Hidden Treasures on Your Property, Christine Toson Hentges, CCE: Small spaces, V-ditches, fence lines ... what are they good for? Christie Hentges will show you how to turn your neglected spots into money-making treasures.

The Art of the Interview and the Science of Selection, Mike Hays: Led by one of our professions top managers, this session will focus on crucial hiring skills, including how to ask meaningful questions, how to interpret resumes, how to identify your ideal candidate, how to follow up on references and how to conduct second interviews.

Cemetery Liability Issues, Poul Lemasters, Esq.: Well examine risk and liability in a number of contexts. The session will stress disclosures and procedures designed to prevent or mitigate liability.

Arboretum/ Cemetery Sustainability, Jack E. Lechner Jr., CFSP, and Gino Merendino: Our nations oldest cemeteries are in fact arboretums that lead the nation in sustainability practices. Lechner and Merendino will share their best practices for improving your carbon footprint, water management, plant selection, waste recycling and environmental stewardship.

Memorialization:Definition?,JeffKidwiler,CCE,CSE:Whatisthetruemeaningofmemorializationandhowdoesitfitin at your location? Are we truly offering memorialization products and services that our families want? Thirty percent of our nations deaths occur without memorialization. Ask yourself, is this acceptable at my location?

Memorial Park Tour: Visit a local cemetery and learn firsthandmanyideasandsolutionsyoucantakebacktoyourlocation and put to use immediately. q

Merendino

developing a general price list calming down upset clients and

managing stress instilling professional ethics creating quality assurance developing and using an effective

family satisfaction survey creating a meaningful yet

economical aftercare program teaching the bereaved coping skillsImplementation of Creative

Management: Roll up your sleeves and create individualized master timelines to ensure success in implementing the four-year cycle of programs. Youll receive a masterlistof318bestpracticeandcreativeenhancement ideas. Among the innovative marketing and promotional programs are:

holiday memorial programs

clergy seminars and events events for charitable organizations seminars and open houses cemetery programs such as bird

watching, gardening seminars, photo contests and historical tours

Discover the power of gaining visibility through interesting community presentations. Youll learn how to get up in front of people and wow your audience. Theprogramsarealreadyfinished,complete with scripts and PowerPoint images.Receive18presentations.

The Legal Aspects of Funeral Service, Poul Lemasters, Esq.: When was the last time you reviewed your bylaws or articles of incorporation? Do they provide a foundation for consistent management? Are you federally compliant and shielded

against liability by quality management practices? Are you using sound human resources practices to protect both management and staff? Gain solid legal education to prepare you in all facets of management so you can effectively communicate, manage and interact with your staff and todays consumers.

Funeral Home Telephone Shopping, Julie A. Burn, CCrE, CSE: When someone calls your business to inquire about your services, what type of impression do you and your staff make? Burn will share her phone shopper experiences, including both well-handled calls and those that could be improved. Learn how to make the connection with your caller, educate the consumer, promote value and take effective follow-up action. q


I C C FA N E W S

dean

Gary oSullivan, CCE The principles of sales and marketing dont change; only technique and application do. Learn how to take the tried-and-true principles of cemetery and funeral sales and apply them within todays highly mobile, multi-cultural, high-tech, information-driven marketplace.Classes include:

The Service and Opportunities of Family Service, Linda Jankowski: Do you know what processes will help new sales professionals get integrated into your business faster, will facilitate all sales staff in developing deeper relationships with your clients and will help you build your heritage? Where is this source? What is the process? Its something many know, but few

do well: the service of family service. In this session, you will learn systems to help you create and/or improve your service to families and create new opportunities.

What Great Sales Managers Know That Good Sales Managers Dont, Gary OSullivan, CCFE: We hear a lot of talk among business people about how to go from good to great. Inthisopeningsession,youlldiscoverthefivethingsgreatsalesmanagers understand and employ that good sales managers dont. This is a session that may change everything if your desire is to be a great sales manager.

Building Your People Beyond Sales, Andrs Aguilar: Finding the right people is one of our biggest challenges. Discover how building people beyond their sales skills can be an important catalyst for creating more sales and can lead to a culture where good people want to come and stay.

Creating Community Connections That Generate Returns,

OSullivan

dean

Gary Freytag, CCFE The cemetery, cremation and funeral service profession is changing, and so are the skills needed to manage and lead effectively. Youll receive solid, relevant, results-focused training targeted at todays required core competencies. Classes include:

Principals of Effective Leadership, Steven Tidwell: Good leaders develop through a never-ending process of self-study, education, training and experience. Learn how to develop the leader in you by exploring facets of leadership, including attitude, motivation, vision, self discipline, character and handling change. Benchmark your leadership effectiveness and cultivate your ability.

Adjusting to Issues, Trends and Changes, David Nixon: What are the critical issues, trends and changes in our marketplace and profession? Nixon will examine these and provide strategic ideas you need to embrace to maintain your success.

Social Media: Welcome to the Dark Side, Poul Lemasters, Esq., and Abbie Brammer Quiocho: Social media is the ultimate double-edged sword. It can be a tremendous tool to inform and promote, but can also be incredibly destructive. This class will give you working guidelines to deal with the legal, social and interpersonalramificationsofsocialmediaintheworkplace.

Community Outreach: Setting Your Company Apart, Debbie Budke: Are you doing everything you can to build ties in thecommunity?Isyourorganizationthefirstonefamiliesthinkof in a time of need? This course will explore the variety of ways to build your presence and positive awareness, including grief programs, events and tours, car shows and Segways.

Becoming Best in Class: Operational & Administrative Best Practices, Nancy Lohman, CCFE: Learn top management systems on phone answering, arrangements, forms, follow-up and recovery. Achieve administrative effectiveness through snapshot monitoring and strengthen consistency in your operations.

The Facebook Formula: Secrets for Taking Your Business

Viral on Facebook, Zach Garbow: Uncover the secrets behind how Facebook determines who sees your content and how you can use that insight to expose your business to even more people within your community. Further, learn actionable methods for using your Facebook Page as an effective marketing channel; one that can ultimately result in customer growth, community outreach and even preneed leads.

Onboarding: Employee Orientation & Training, Tim Lancaster, CCFE: Learn the fundamentals to effective training, ways to monitor training progress and how to train your employees to grow your business.

Learning From the Best of the Best: Operational Best Practices, Nancy Lohman, CCFE: Lohman will share winning operational systems and best practices by proven professionals from across the country that will increase your revenue.

Your Marketing & Branding Mantra: Building Customer Loyalty, Doug Gober: Our image is formed through the process of interacting with our customers and with what our customers say and think about us. Gober will pull together a variety of key branding considerations and apply them directly to cemeteries, crematories and funeral homes.

Three sessions from Robert Taylor: Dynamics of the Organization: Successful businesses

operate according to certain organizational principles, andthissessionwillcoverthebasicmodelsasdefinedincurrent business educational programs.

Best Practices in Internal Communications: Well review standard business communications procedures and technological innovations, including e-mail and other computer networking possibilities.

Employee Engagement, Motivation, Hiring & Firing: This session will cover standard business rules for finding,keepingandremovingpersonnel,aswellasnewideas for engaging and motivating employees. q

c o l l e g e o f l e a d e r s h i p , a d m i n i s t r a t i o n & m a n a g e m e n t

Freytag

j . a s h e r n e e l c o l l e g e o f s a l e s & m a r k e t i n g


Ty Lohman: Learn how to promote and conduct various types of community seminarsseminars that will help you connect with your market in a meaningful way so that you can build your brand and generate preneed leads.

HowtoPlan,PrepareandConductInfluentialSalesMeetings, Ty Lohman: You dont meet with sales, you meet with people, and in this session youll learn how to plan a meeting that is effective and motivating. The purpose of a sales meeting is to educate and motivate staff to become more so they will do more. After this session youll better understand how to do both.

Creating Your Brand: Going Beyond Advertising, Tiffany Gallarzo:Howdoesyourcommunityviewyourfirm?Whatisyourcompetitiveedge?Ifyoudontknowwhatmakesyourfirmunique, neither do your customers. Learn how to develop and execute a strategic marketing plan, from a system for organizing what you know and what you have to do next, to a schedule for reviewing your progress. Leave with effective marketing strategies that will build and enhance your companys reputation.

Preneed Cremation: The Secrets to Selling Tribute and Memorialization, Jim Hammond: Regardless of the types of cremation products and services you offer, you wont be able to sell it if the value isnt clear to your staff and to the market and if it is not marketed effectively. In this session, well discuss the

important elements of educating cremation clients and marketing cremation memorialization.

The 7 Vital Signs That Drive Your Sales Teams Success, Patrick Downey, CCE: Learn the seven key diagnostics that can show a sales manager how to take the pulse of his/her sales organization and direct their skills and energy toward the actionable areas that matter most. Participants will learn what sales performance warning signs to watch for and how to apply the best proven prescriptions for keeping a sales team healthy and on track for high performance.

Interactive Social Media Workshop: Creating Viral Content for Your Funeral Home or Cemetery, Zachary Garbow: Social media posts dont go viral automatically; they must be crafted in a way to maximize engagement. In this fast-paced, interactive workshop, you'll gain hands-on experience creating content primed for maximum engagement on Facebook and other social media channels.

Coaching Your Sales Team From Good to Great: Best Practices, Patrick Downey, CCE: Participants will learn and role-play top techniques and best practices for coaching individual sales representatives to improve from good sales performers to great sales performers. Learn the fundamentals of coaching and best practices for measuring and managing the sales activities. q

2015 ICCFA Wide World of Sales Conference call for presentatio

Date post:	22-Nov-2015
Category:	Documents
Upload:	iccfa-staff
View:	30 times
Download:	1 times

May 2014

Documents