Staff Training Checklist for New Funeral Directors: 90-Day Onboarding Framework
The $67,000 Training Failure
A Georgia funeral home hired an experienced funeral director and relied on informal "shadow and learn" training. After 4 months, the new hire still couldn't complete arrangements independently, made frequent errors requiring correction, and frustrated families with inconsistent information. He left after 7 months. Total cost: $42,000 in salary/benefits, $15,000 recruiting cost, $10,000 in error correction and lost productivity. Systematic training combined with standardized intake processes accelerates competency. A structured 90-day program would have achieved competency in half the time at one-tenth the cost.
Most funeral homes underinvest in systematic onboarding, relying instead on informal training that extends timeto-productivity and increases turnover risk. The alternative isn't complex—it's structured progression with clear milestones. Here's the framework that works.
The Cost of Informal Training
"Shadow and learn" sounds efficient but actually extends time-to-productivity while creating knowledge gaps that persist for months or years.
Comparison: Informal vs Structured Training (First 6 Months)
Informal "Shadow & Learn"
Structured 90-Day Program
The 90-Day Onboarding Framework
This program works for both new-to-profession hires and experienced funeral directors joining your firm. Adjust pace based on experience level, but maintain the structure—even veterans need facility-specific training.
1-2
Foundation: Systems, Culture, Compliance
Goal: Understand firm operations, meet team, master core systems before family interaction.
✓ Administrative Systems
- Case management software: navigation, data entry, document generation
- Communication tools: team messaging, email protocols, phone systems
- Scheduling: calendar access, on-call rotation, coverage protocols
- File organization: digital and physical record systems
✓ Compliance & Legal
- FTC Funeral Rule: GPL requirements, documentation, pricing disclosure
- State-specific regulations: permits, transport, disposition
- Privacy practices: confidentiality, data protection, communication security
- Internal policies: code of conduct, dress code, emergency procedures
✓ Firm Culture & Standards
- Service philosophy: family-first principles, communication style
- Team dynamics: roles, responsibilities, collaboration expectations
- Facility tour: all areas, equipment location, maintenance protocols
- Vendor relationships: key partners, ordering procedures, contacts
Assessment: Written quiz on systems and compliance (80% passing). Shadow 3 arrangements without participation.
3-4
Operational Skills: Behind-the-Scenes Excellence
Goal: Master operational tasks before family-facing responsibilities.
✓ Removals & Transport
- Vehicle operations: inspection, loading, equipment usage
- Transfer procedures: hospital, nursing home, residence protocols
- Documentation: transit permits, chain of custody, identification
- Special situations: infectious disease, medical devices, bariatric
- Complete 5 supervised removals, then 2 independent (mentor shadowing)
✓ Preparation Room Basics
- Embalming assistance: procedures, safety protocols, documentation
- Cosmetology fundamentals: restoration, dressing, casketing
- Refrigeration management: storage protocols, temperature monitoring
- Sanitation and safety: OSHA compliance, infection control, waste disposal
✓ Ceremony Coordination
- Chapel setup: seating, equipment, audio/visual, flowers
- Visitation procedures: guest management, family support, time management
- Service coordination: processional, music, eulogy timing, clergy coordination
- Committal services: graveside setup, logistics, ceremonial items
- Assist with 3-5 services in various roles before leading
Assessment: Supervised performance evaluation for removal, prep room, and ceremony tasks. Practical skills demonstration.
5-8
Family Service: Arrangement Competency
Goal: Develop confidence and competency in family-facing arrangements.
✓ First Call Procedures
- Phone intake: information collection, empathy, initial guidance
- Removal coordination: timing, location details, family instructions
- Arrangement scheduling: family availability, venue coordination
- Initial documentation: decedent information, next of kin, preferences
- Handle 10 first calls with mentor listening, then 5 independently
✓ Arrangement Conference
- Week 5-6: Shadow 8-10 arrangements, taking notes and learning flow
- Week 7: Co-lead 3-5 arrangements with experienced director
- Week 8: Lead 3-5 arrangements with mentor present but silent
- GPL presentation, pricing discussion, merchandise selection
- Service planning: ceremony details, music, obituary, flowers
- Contract completion: itemization, payment arrangements, signatures
- Difficult conversations: financial constraints, family disagreements
✓ Documentation & Compliance
- Death certificate completion: demographic accuracy, cause of death coordination
- Permits and authorizations: cremation, burial, transport, disposition
- Vital statistics: state filing requirements, deadlines, corrections
- Insurance and benefits: assignment, claim filing, documentation
Assessment: Lead 3 arrangements independently (mentor reviews documentation). Family satisfaction survey scores 8+/10.
9-12
Advanced Skills & Independence
Goal: Handle complex situations and transition to fully independent practice.
✓ Complex Case Management
- Medical examiner cases: investigation protocols, delayed release procedures
- Out-of-state transportation: permits, airline coordination, receiving FH communication
- Indigent cases: county procedures, payment coordination, dignified service
- Cultural specific services: Jewish, Muslim, Hindu, Buddhist customs and accommodations
- Mass casualty response: protocols, coordination, emotional preparedness
✓ Business Operations
- Pricing and profitability: cost structure, margin management, package design
- Vendor management: ordering, relationships, quality control, negotiations
- Accounts receivable: payment plans, collections, write-offs, legal processes
- Marketing and community: networking, pre-need, reputation management
✓ Leadership Development
- On-call management: independent coverage, decision authority, escalation protocols
- Staff coordination: task delegation, quality control, constructive feedback
- Continuous improvement: identifying inefficiencies, suggesting solutions
- Professional development: CE planning, professional involvement, skill expansion
Final Assessment: Handle full case independently start-to-finish. 90-day review meeting with management. Development plan for next 12 months.
Training Delivery Methods: Beyond Shadowing
Structured Shadowing with Debrief
Not: "Watch and learn." Instead: Before shadowing, brief on what to observe. After, conduct 15-minute debrief: "What did you notice? What questions arose? What would you do differently?"
This transforms passive observation into active learning with retention 3-4x higher than unstructured shadowing.
Role-Playing for Difficult Conversations
Scenarios to Practice: Family disagrees on service type. Budget constraints. Unexpected cost increases. Complaint about service quality. Challenging questions about preparation.
Role-playing builds confidence for situations that can't be "shadowed" effectively. 30-minute sessions weekly during weeks 5-8 dramatically improve arrangement performance.
Video Review of Own Performance
Implementation: With family permission, record 2-3 arrangement conferences during weeks 7-8. Review with mentor, identifying strengths and improvement opportunities.
Self-review creates awareness of verbal tics, unclear explanations, missed opportunities—things mentors might miss or struggle to articulate.
Written Competency Assessments
Format: Scenario-based questions requiring written responses. "Family wants cremation but grandparent objects strongly. How do you handle?" "Death certificate is incorrect after filing. What's the process?"
Written assessments reveal knowledge gaps that performance evaluations might miss. Creates documentation of competency for liability protection.
Technology Integration: Modern Training Tools
Digital Training Manual with Video Supplements
Replace 100-page printed binder with searchable digital resource. Include short video demonstrations (3-8 minutes each) for procedures: case entry, GPL presentation, removal documentation, ceremony setup.
New hires can review at their own pace, reference during real situations, and revisit areas needing reinforcement.
Learning Management System (LMS) for Tracking
Simple LMS tracks completion of training modules, quiz scores, skills demonstrations. Provides visibility into progress for both trainee and mentors.
Prevents training gaps where "I thought someone else covered that" situations arise. Creates documentation for compliance and quality control.
Simulated Case Management for Practice
Create fictional cases in training environment where new hires practice full workflows without risk: data entry, document generation, pricing, scheduling.
Builds muscle memory and confidence before handling real families. Allows mistakes in safe environment where errors have no consequences.
Measuring Training Success
90-Day Success Metrics
The Bottom Line: Training Is Investment, Not Expense
Structured onboarding isn't overhead—it's productivity acceleration that generates positive ROI within 90 days through faster competency development and reduced error correction.
First-Year Training ROI
Systematic onboarding transforms hiring from a risk into a reliable capability-building process. The funeral homes with strongest operations don't rely on finding "perfect" hires—they build excellent funeral directors through structured development. This is competitive advantage you can create regardless of local talent market conditions.
Streamlined Training with Sacred Grounds
Our intuitive platform reduces training complexity with standardized workflows, built-in compliance checks, and practice environments—accelerating new hire competency development.