1. Call Intake & Coordination
Key responsibilities include:
● Receiving and documenting incoming case details from Case Managers.
● Collecting essential information such as the name of the deceased, location, time of passing, religious requirements, and any special circumstances that may affect the handling of the case.
● Assessing the urgency and requirements of each case to determine the appropriate resources needed.
● Dispatching the appropriate Shifting, Sending, or Funeral service staff to the designated location.
● Coordinating and managing schedules to ensure timely response for multiple pickups, transfers, or funeral services occurring simultaneously.
● Ensuring that all dispatched staff are informed of case details, location, and any specific instructions prior to deployment.
2. Communication Liaison
Responsibilities include: Acting as the primary communication bridge between:
○ Funeral Directors ○ Shifting Teams ○ Sending Teams ○ Funeral Service Teams ○ Embalming Teams ○ Logistics Team
● Relaying instructions, updates, and changes in real time.
● Providing teams with accurate information regarding case details, service timing, and logistical arrangements.
● Monitoring staff progress and updating relevant parties regarding arrival times, delays, or operational changes.
● Ensuring that all teams remain aligned and informed throughout the entire service process.
3. Documentation & Data Entry
Responsibilities include:
● Recording detailed case information in the company’s internal systems or case management software.
● Ensuring all data entries are accurate, complete, and updated in a timely manner.
● Maintaining organized records for reference, reporting, and compliance purposes.
● Verifying that required documentation such as death certificates, permits, or medical documentation are properly recorded.
● Ensuring strict confidentiality and respectful handling of sensitive personal information related to the deceased and their families.
4. Logistics & Scheduling
Responsibilities include:
● Planning and coordinating transport routes to ensure timely arrival at hospitals, homes, mortuaries, or other locations.
● Managing vehicle availability, including hearses, vans, and other service vehicles.
● Assigning staff members according to availability, skill set, and service requirements.
● Coordinating after-hours, overnight, or emergency shifting services when required.
● Managing multiple cases simultaneously while maintaining accuracy, efficiency, and urgency.
● Adjusting schedules dynamically in response to delays, unforeseen circumstances, or urgent requests.
5. Emotional Sensitivity & Professionalism
Responsibilities include:
● Maintaining a calm and composed demeanor when dealing with sensitive or high pressure situations.
● Communicating respectfully and professionally with staff, partners, and stakeholders at all times.
● Understanding the emotional nature of the work and supporting teams in delivering services with dignity and respect.
● Handling urgent or unexpected situations with discretion and professionalism.
6. Compliance & Safety
Responsibilities include:
● Ensuring that all procedures comply with local health regulations and funeral service guidelines.
● Confirming that proper chain-of-custody protocols are followed when transferring the deceased between locations.
● Verifying that all required legal documentation and permits are completed before transportation or further handling.
● Ensuring that staff follow appropriate safety procedures and operational protocols during service delivery.
Requirements
● Effectively communicate in a professional environment with Mandarin-speaking clients, staff, and stakeholders.
● Strong organizational and multitasking abilities to manage multiple cases and operational demands simultaneously.
● Clear and effective communication skills, both verbal and written.
● High level of attention to detail to ensure accuracy in documentation and case coordination.
● Basic computer proficiency, including data entry and familiarity with case management systems.
● Ability to work flexible hours, including weekends and public holidays, due to the nature of funeral service operations.
● Prior experience or knowledge of funeral service regulations and industry practices is an advantage.
