First Contact
Notification and Communication:
We communicate in the preferred way of the Hospice Care Provider or Senior Care Advocate. Most of the time, this is by phone, email, and fax (for facilitation of the D/C).
Our expert staff is cross-trained to meet any need and answer any question. The best way to get in touch with us is by phone at 510-656-1226.
Initial Notification:
You will be contacted by one of our funeral directors on the same day as the passing or first thing the next morning, depending on the time of passing. This initial contact is a courtesy check-in with the family to see how they are doing and to answer any questions they may have. The arrangement process starts when the family is ready and is always based on their timeline and availability.
One of our directors will make contact to answer any and all questions.
Logistics and Timing:
Arrival within 60 minutes.
No, the standard operating procedure is applicable. However, please use the knowledge in this packet to comfort the family in any way you can.
Transportation Details:
The loved one is transported by our caring staff in a discreet vehicle to our stand-alone facility. This ensures that the family’s loved one never leaves the care of our staff or our facility. Everything is completed and performed by and at Chapel of the Angels.
We use a secure board and gurney for safe transportation within our discreet service vehicle. This ensures the safety of the decedent and privacy for the family and facility.
Handling and Preparation:
The loved one is safely placed in a temperature-controlled environment at Chapel of the Angels and continuously monitored until we receive further direction from the family.
Our licensed care team will follow the wishes of the family in a respectful and dignified manner. Our goal is to always treat the loved one as if they were a member of our own family.
Documentation and Authorization:
If a loved one passes within a medical facility, a signed release form is required.
Legal and Regulatory Compliance:
We will ask for the contact information of the legal next of kin.
We are able to bring the loved one into our care and hold them in a safe, temperature-controlled environment while the additional investigation or paperwork is completed.
Costs and Billing:
Costs for our services are arranged specifically to the needs of the family. Our goal is to educate the families we serve and allow them to make the best decision for their needs. Payment is due by the time of service and requires no deposit or money upfront.
Depending on when and where we respond for transportation, there could be additional fees for things such as mileage, a second person on removal, or after-hours transport.
Arrangement Process
Arrangement Process:
You or the family can contact us directly to schedule an appointment anytime. We will also reach out to the family when a loved one enters our care to see what time works best for the family to meet, either in person or remotely.
Appointments with families typically take place Monday-Saturday between the hours of 8:30 AM and 3:00 PM. If this time does not work for a family, we try to be as flexible as possible to accommodate an alternate time.
Updates and Progress:
We often notify families every step of the way unless requested otherwise. Our directors will always ask a family what their preference is during their initial arrangement appointment.
Our entire staff is cross-trained to support all family needs. A family can ask their director or another member of our qualified staff.
Documentation and Legalities:
We have the ability to assist with any and all paperwork on behalf of our client families. The most important documents we facilitate are the death certificate and disposition permit.
Permits are required for a burial or cremation to take place.
Copies of all documents are provided to the family throughout the arrangement process. If additional copies are needed, we always keep records and can supply additional copies at no cost.
Options and Decisions:
As a full-service funeral home, we offer every type of funeral and cremation service. Our expert staff is professionally trained to support all cultures and faiths.
We ask questions in hopes of best understanding the requirements of what the family wishes to do. Then, we educate our families to the best of our ability and hope to allow them to make a decision they are comfortable with.
Personalization and Requests:
Our goal is to make our office as safe a space as possible. This is done in the hope that the families we serve are comfortable enough to express their wishes to any staff member at any time.
Absolutely. Our directors will work with the family through the entire planning process, ensuring that they actively listen and support what the family is asking for.
The family is always in control of when we arrive. Sometimes, a family member may want to see or dress their loved one after they pass. This is absolutely okay, and the family or Hospice Care Provider or Senior Care Advocates can always schedule a specific time for us to arrive to meet these needs or to avoid after-hours fees. That being said, it is not required for the family to be present at the time of pick-up if they do not wish to be. We want to meet the needs of the family in a way they see appropriate. Families are welcome to visit our location at any time, with or without an appointment.
Visitation and Viewing:
Absolutely. The family can always contact the funeral home or funeral director directly for this request.
We have two chapels available for viewing. We ask the family to request a day and time that works best for them, and we do everything in our power to accommodate the request.
Finalizing Details:
Our directors will stay in contact with the family every step of the way. Often, we act as the family’s advocate when scheduling services and handle that process for them.
The family can always contact the funeral home or funeral director directly with any concerns.
Costs and Financial Information:
Yes, the legal next of kin or the individual that signs and pays the service contract will receive a breakdown.
We do not require a deposit or anything upfront. We ask that payment is made by the date of service or by the time the death certificates arrive. We do not provide financing due to rates often being higher than what a family could secure on their own. That being said, we are always willing to work with a family regarding payment as long as there is an active line of communication.
Grief Support & Aftercare
Aftercare and Follow-up and Support Services:
We have local resources for grief, estate, and planning needs. We are available 24 hours a day to answer any questions and offer support. We also offer an extensive aftercare program for continued support.
We have an extensive aftercare program in place to continue our care and support for our client families.
We have an aftercare program that continues to support the family after services are completed. We always tell each family that our job doesn’t end just because services are completed. We are always available as a resource and for support. Many families return to us for help as they are executing the estate. We are always willing and available to help.
There are multiple resources in our community, and we can discuss together what option you think would be the best fit. Once decided, we can make a formal introduction on the family’s behalf.
Our family has used the services of Chapel Of The Angels twice during our times of need. On both instances they made quick arrangements to retrieve our loved ones, and began the process of caring for them immediately. With regards to our mother, the grave site was clear out on the coast. They took care of the entire processional without any issues. They offer a full range of services and are responsive to all needs and requests. I know the entire family and am impressed with their intregity. I highly recommend Berge-Pappas-Smith Chapel of the Angels.