First calls after a death, put through to the director
The family calling from the bedside at 3 a.m. hears a calm, patient voice, answers three or four simple questions, and is speaking with your director on call within a minute or two.
A family, a hospice, a hospital or a long-term care home calls to report a death.
Offers condolences, takes your first-call details, checks for a pre-arrangement, connects the director.
The director answers knowing the name, the place, who has attended and who is on the line.
How it works
- Answers gently
In the funeral home's name, slowly, with condolences that sound like a person and never a script read too fast.
- Asks only your first-call questions
The name of the person who died, where they are, whether a doctor or nurse has attended, and the family's best number.
- Checks for a pre-arrangement
Looks for a prearranged file under that name, so the director knows before they call if wishes are already written down.
- Reaches the director on call
Rings the director on your rotation and reads them a private summary before connecting the family.
- Takes care of nurses and homes
A palliative nurse or a care home calling gets a shorter, practical version, with the facility and the unit noted for the transfer.
- Keeps the promise
If the director can't pick up, it tries the backup, then tells the family plainly who will call them back and roughly when.
Example call
- CustomerMy mother just passed at home. I don't know what I'm supposed to do now.
- AI agentI'm so sorry. You've done the right thing by calling, and we'll help you from here. May I ask your mother's name?
- CustomerEleanor MacLeod.
- AI agentThank you. Is a nurse or doctor with you, or has one been to the house since she passed?
- CustomerThe palliative nurse is on her way. Should I wait for her?
- AI agentYes, the nurse will come first. In the meantime I'd like to connect you with Ian, our funeral director tonight, so he can explain what happens next. What's the address there?
- Customer27 Pine Street, Truro. I'm her son, Callum.
- AI agentThank you, Callum. I'm connecting you with Ian now.
- AI agent(privately, to Ian) Eleanor MacLeod died at home, 27 Pine Street, Truro, expected, palliative nurse on her way. Her son Callum is on the line. There's a pre-arrangement on file from 2019. Connecting.
After the call: Ian took the call knowing there was a 2019 pre-arrangement and that the nurse hadn't arrived yet. He arranged the transfer for after the nurse's visit, and the office had the first-call sheet filled in by morning.
What your team gets
- First-call details gathered once, in your director's order
- Pre-arranged files found by name before the director calls
- Directors on call reached with a private summary first
- Backup directors tried when the first doesn't answer
- Calls from nurses and care homes handled with the facility and unit noted
Questions
What if the death was sudden?
If the caller says the death was unexpected and no one has attended, it gently tells them to call 911 first, and that the director on call will help as soon as they're ready.
Does it ask about burial or cremation?
No. Those decisions belong in the arrangement meeting. It takes only what the director needs for tonight.
Will the family have to repeat themselves?
No. The director hears the summary before the call connects, so they start with what the family needs next.
Hear it on your phone
Request a demo call and the agent phones you, set up for funeral homes like yours.