First Call Procedures: Removal, Transfer, and Identification

What Is a First Call?

A first call is the initial response by funeral service personnel to a place of death to take the decedent into the funeral home's care. It may occur at a hospital, nursing facility, private residence, or medical examiner's office. The first call sets the tone for every interaction that follows. Mistakes made here — a misidentified decedent, an incomplete worksheet, a broken chain of custody — can cause lasting harm to families and legal liability for the funeral home.

Personal Protective Equipment (PPE)

Before touching any decedent or transfer equipment, put on your PPE. Standard first-call PPE includes nitrile or latex gloves, a fluid-resistant gown, and a face shield or safety glasses. If there is any indication of an infectious disease, a fitted respirator (N95 or higher) and booties may also be required. PPE must be donned before entering the room and doffed carefully after the cot has been loaded and secured. Dispose of single-use items in appropriate biohazard containers. Never leave a removal scene without verifying that PPE has been removed so that contaminants are not tracked into the vehicle or the funeral home.

Decedent Identification: The Foundation of Trust

Positive identification is the single most critical task on a first call. An identification error — releasing the wrong remains, embalming the wrong person, or filing paperwork under the wrong name — violates both the law and the profound trust families place in you.

Accepted Identification Protocols

1. Obtain the call information sheet. Before departure, the dispatcher or arranger records the decedent's full legal name, date of birth, location, and the name of the facility contact.

2. Verify with facility staff on arrival. A nurse, charge nurse, or medical examiner's office representative must confirm the identity verbally and direct you to the correct body.

3. Check the hospital or facility identification bracelet. Confirm that the name, date of birth, and any medical record number on the bracelet match your call sheet.

4. Attach the funeral home ID tag immediately. The ID tag (typically a durable, water-resistant tag or band) is placed on the decedent's wrist or ankle — or, if the limbs are unavailable, secured to the body bag zipper — before the decedent leaves the room. The tag must include the decedent's full legal name, the date and time of removal, and the name of the funeral home.

5. Document on the first-call worksheet. Record every item you verified, the name of the facility staff member who confirmed identity, and the time the ID tag was attached. Both the attending removal technician and a witness (when possible) sign the worksheet.

Never rely on memory or verbal confirmation alone. The paper trail created by the worksheet and the physical ID tag is your legal protection and your quality-control system.

Wheeled Mortuary Cot Operation

The wheeled mortuary cot is the primary transfer device. Modern cots are hydraulic or pneumatic and adjust in height to reduce staff injury. Eight key operational steps govern every removal:

1. Inspect the cot before loading — check the locking mechanism, wheel brakes, and cot cover for cleanliness.

2. Lower the cot to the appropriate height for the surface from which the transfer will occur.

3. Position the cot parallel to and touching the bed or surface holding the decedent.

4. Use the body transfer board to bridge the gap between the surface and the cot when a lateral transfer is needed. The board reduces lifting strain and the risk of dropping.

5. Position the body bag open beneath or beside the decedent before moving.

6. Execute the transfer using coordinated team movement — one person at the head, one at the hips, one at the feet. On a count, roll or slide the decedent onto the transfer board and then onto the cot.

7. Secure the body bag, close and zip completely, then fasten cot restraint straps snugly but without distorting the remains.

8. Raise the cot to transport height and confirm the wheel brakes release smoothly before moving.

Never leave a loaded cot unattended on a slope. When navigating stairs or tight corridors, communicate clearly with your team and move slowly.

Cot-to-Table Transfer at the Funeral Home

On arrival at the preparation room, lower the cot to table height, position it alongside the embalming or identification table, and use the transfer board again for a controlled lateral slide. Two-person minimum is standard; three persons are preferred for heavier decedents. Lock the cot wheels before any transfer.

First-Call Worksheet

The first-call worksheet captures: decedent demographics, place and time of death, facility contact, attending physician or medical examiner information, property inventory (jewelry, personal effects), and special handling notes (pacemaker, communicable disease, next-of-kin contact). An incomplete worksheet creates gaps in the death certificate process and can delay permits. Complete every field at the scene or immediately upon return, while memory is fresh.

Common First-Call Errors

• Failing to attach an ID tag before leaving the room
• Skipping the cross-check against the facility bracelet
• Incomplete or unsigned first-call worksheet
• PPE gaps (uncovered wrists, removed gloves too early)
• Moving the cot without confirming wheel-brake release
• Leaving personal effects undocumented

Recognizing these errors in practice scenarios — as you will do in today's debrief activity — builds the habit of catching them before they become real-world mistakes.