Most people in the community may not necessarily know what the role of a Funeral Support Manager is. You would assume that as the name suggests, they have something to do with funerals and involvement in planning a service to commemorate and celebrate a lifetime.
Behind the scenes
As a Funeral Support Manager, being comfortable with having a flexible schedule with our family and work life is a must. With our business open 7 days a week and being available 24 hours, it means our phone can ring at any stage of the day.
Public hospitals are normally flexible and work with the Funeral Support Manager and their families to arrange the transfer when it's suitable for the family. On the other hand, nursing homes and aged care facilities may have limited mortuary facilities, so it may not be uncommon to receive a phone call from the family at 3am on a Sunday to begin transfer proceedings.
Once the phone call is placed — what happens?
Finding out what the family needs and wants are the first items on our checklist. Once the loved one has been transferred into the care of the Victoria Cross Funerals mortuary facilities, the team will work through a face-to-face meeting (or Zoom) to go through specific requests — cremation versus burial, service or no service, flowers or donations, presentation or no presentation, and more.
Customer service is paramount
Customer service that is efficient, empathetic, and has you at the centre is what makes us stand out. Processes and procedures provide guidance and expectations on what service level needs to be adhered to — every time.
"Creating the perfect lasting memory for the family and friends is the priority and commitment to every family."
Communication and coordination
Before the funeral service, we ensure key times, dates and locations are communicated. As directors, we attend every single funeral ourselves — available before, at and after the service.
Beyond the burial and cremation
- Obituary: Preparing and publishing the obituary on your behalf.
- On-the-day support: Selecting pallbearers, liaising with clergy, coordinating cemetery requirements, and transporting flowers.
- Flowers: Arranging flowers at the chapel and transferring them to the burial or cremation site.
- Extra support: Transport, refreshments, music, presentations, and live streaming where needed.
- Administration: Ensuring NSW regulations and documentation are handled correctly.
In summary, whether it is 9am or in the middle of the night, the Funeral Support Manager is always there for you — supporting you before, during, and after the funeral service.