Connecting with the LGBTQ+ Community
Tim McLoone, Funeral Director, William R. May Funeral Home, Inc
Sara Murphy, Ph.D., CT, Lecturer of Thanatology – University of Rhode Island
The relationship between the LGBTQ community and the funeral services profession has historically been problematic, often due to stigma, oversight, and lack of education. LGBTQ-identified persons who work within the profession and those who are clients frequently cite experiences of discrimination and exclusion as a result of their identities. McLoone and Murphy will demystify LGBTQ identities; identify common experiences of exclusion; discuss the funeral profession's past and present relationship with the LGBTQ community, and generate practical strategies to effectively reach and serve LGBTQ-identified clients and staff. Learn ways to ensure that LGBTQ community members within the profession and those served by the profession are equally supported with inclusivity and protection from discrimination.
How to Get the Customer Experience Right Post-Pandemic
Georganne Bender and Richard Kizer, Partners, Kizer & Bender Speaking!
Are you able to provide the services the post-COVID customer expects? Consumer anthropologists Kizer & Bender will examine how the different generations of consumers shop differently. Learn how to effectively serve those needs; why a shopping experience takes precedence over a buying experience and why that's important; how to personalize every part of the customer journey; how to connect online through more than your website; consumer trends that affect your funeral home and more. You'll gain the tools necessary to create experiences that leave customers feeling cared for and appreciated.
Compliance & Legal
An Undertaker at the Courthouse
Michael Sharkey, Attorney, Cousineu, Van Bergen, McNee & Malone, P.A.
Sharkey's mortuary law practice focuses on keeping funeral homes, crematories, cemeteries, and individual funeral directors out of legal trouble and defending them when alleged to have engaged in wrongdoing. Explore the legal and public relations pitfalls and how to avoid them; the do's and don'ts of responding to a lawsuit; get practical advice that protects your funeral or cemetery business, manages risk, and increases the bottom line. Sharkey will discuss GPL issues, tissue procurement, sexual harassment in the workplace, cremation risks, and working with challenging families.
Honoring Those Who Serve
Lt. Col. Susan Labrecque, Deputy Director of Casualty, Mortuary Affairs and Military Honors
Mr. Chris Stieb, Program Analyst, Casualty and Mortuary Affairs Operations Division
Adjutant General Gunnery Sgt. Jason Attema, Marine and Family Programs HMC
Jennifer Heiselman, U.S. Navy Chief Mortician Tech.
Sgt. Lauren-Jonelle Fielder, Air and Space Force Base Honor Guard Policy Programs Manager
Ms. Renea Yates, Director, the Office of the Army Cemeteries, Arlington National Cemetery
The Military Funeral Honors Program includes traditions within the funeral honors intended to express profound gratitude for those who have served our nation. Our military presenters will review eligibility determination factors for such distinctions, what to expect during Military Funeral Honors, honor guard detail mandated by law, and steps for funeral directors to facilitate the funeral honor detail and burial benefits. Experts will discuss the Authorized Provider Partnership Program (AP3), the National Defense Authorization Act impact on Military Funeral Honors, the services MFH Programs and Manager/Burial at Sea, Air Force and Space Force honors, and the proposed, revised eligibility criteria at Arlington National Cemetery.
How to Prepare a Decomp for Public Viewing
Monica Torres, Owner, NxT Generation Mortuary Support
Torres will guide attendees through each stage of the embalming process of a decomposed body, starting with the core elements of disinfection, preservation, and restoration and ending with advanced instruction on primary, secondary, and tertiary disinfection for decomposed cases. She will focus on open-casket viewing and explore the port mortem "Facial Cosmetic Rejuvenation." This power-packed session is filled with embalming tips, logistics for planning services, and understanding and implementing legal authorization procedures for complex cases.