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ICCFA News ICCFA Provides Members With New "Red Flag" Compliance Program GPL Compliance Check Offered To Members ICCFA To Join American Board of Funeral Service Education Free Consultation on Cremation Issues New CD Provides OSHA Training on Gravesite Safety ICCFA Offers Certified Cremation Executive Designation ICCFA 2007 Convention Reaches Record Attendance, Enjoys Strong International Presence ICCFA Elects New Officers, Directors ICCFA Presents Member Awards For 2007 ICCFA Announces "Keeping it Personal" Awards Winners OSHA Training CD Series for Cemeteries, Funeral Homes and Crematories Now Available International Cemetery and Funeral Association Changes Name to Include 'Cremation' ICFA Approves Emergency Licensing Policy Statement in Preparation for Potential Mass Fatalities ICFA 2007 Wide World of Sales to Bring Together 400+ for Treasure Trove of Training Cemetery Consumer Service Council Releases 2005 Activity Survey Data Samuel B Saxton Receives ICFA Hall of Fame Award ICCFA Provides Members With New "Red Flag" Compliance Program ICCFA is providing members with a sample compliance program concerning new federal rules to fight identity theft. To have the program template sent to you, please contact us at 1.800.645.7700 or rfells@iccfa.com. GPL Compliance Check Offered to Members Effective immediately, members whose businesses must comply with the FTC Funeral Rule's General Price List (GPL) requirements can have their lists reviewed by attorney Poul H. Lemasters, Esq., without charge. The ICCFA has retained the services of Mr. Lemasters, who is an attorney and a licensed funeral director, to provide telephone consultation on cremated-related legal issues. Now this service has been expanded to include GPL reviews. To obtain the toll-free humber for this service, please contact us at 1.800.645.7700 or rfells@iccfa.com. ICCFA to Join the American Board of Funeral Service Education ICCFA will become the newest member of the American Board of Funeral Service Education, effective January 1, 2009. The decision to join came as the result of a unanimous vote of the ICCFA Board of Directors on October 22, during its Fall Management Conference in Naples, Florida. The ICCFA will now have three representatives on the ABFSE and one representative on four of the organization's committees: Curriculum Committee, Scholarship Committee, Program Committee and Constitution and Bylaws Committee. Free Telephone Consultations on Cremation Issues Through exclusive retainer agreements, ICCFA members can access telephone legal consultations regarding cremation questions through attorney and funeral director Poul Lemasters at 1.800.221.2889. New CD Provides OSHA Training on Gravesite Safety May, 2007 -- The ICCFA and TechneTrain Inc. have just released a new CD titled "Gravesite Safety," providing an overview of safety issues when working in cemeteries, including important information on: OSHA's Excavations Standard Precautions to take when digging and working around excavations How depth of cut, soil type, weather and other factors affect safety requirements Safety issues regarding memorial stones Lifting of furniture, caskets, etc. The CD makes it easy to document training efforts through user-friendly forms, quizzes and employee handouts. The price of the CD is $80 for ICCFA members and $95 for non-members. To order, call 1.800.645.7700 or email bclough@iccfa.com. ICCFA also offers 10 additional OSHA training CDs covering a variety of topics such as bloodborne pathogens, formaldehyde, lawn mower safety, electrical safety, hazard communication and more. To view the complete list and descriptions, click here. ICCFA Offers Certified Cremation Executive Designation April, 2007 -- The ICCFA Board of Directors approved the creation of a Certified Cremation Executive (CCrE) designation during the association's 2007 Convention and Exposition, March 20-23 in Las Vegas, Nevada. The ICCFA certification program recognizes individuals who have demonstrated a high degree of competence and a high level of cemetery, cremation and funeral service management experience and skills. The ICCFA also offers Certified Cemetery Funeral Executive (CCFE), Certified Cemetery Executive (CCE) and Certified Funeral Executive (CFuE) designations to qualified individuals. To date, 25 individuals have been awarded the CCFE designation, 214 have been awarded the CCE designation and four have been awarded the CFuE designation. All four certifications are intended to raise the standards of those engaged in cemetery, cremation and funeral management; to encourage individuals to participate in continuing education and development; and to encourage self-assessment through guidelines for achievement. The ICCFA executive designation program also assists in identifying people with expansive knowledge of the principles and practices of cemetery, cremation and funeral management and related disciplines and of laws governing the profession. For more information on ICCFA certification designations and to download an application form, visit http://www.iccfa.com/docs/certification_application.doc; or call 1.800.645.7700. ICCFA 2007 Convention Reaches Record Attendance, Enjoys Strong International Presence April 4, 2006 -- ICCFA's 2007 Convention & Exposition, March 20-23 in Las Vegas, Nevada, drew the highest attendance in the association's 120-year history. The four-day event had 1,327 total attendees, topping 2006 figures by 23 percent. In addition, this year's Convention hosted an unprecedented number of international delegates, with more than 170 representatives hailing from 19 countries around the world. It also offered a more extensive Exposition than recent years, with 238 booths showcasing a full range of cemetery, cremation and funeral products and services. "This was a watershed event for the association," said Internal Chief Operating Officer Joseph W. Budzinski. "Our numbers surpassed by a large margin the 'boom years' of the 1990s, and the vast majority of attendees were from independent operations." The breakdown in attendance numbers is as follows: Total cemetery, funeral home, crematory and allied business representatives: 678 --19 percent representing combination cemetery/funeral home operations --40 percent representing stand-alone cemeteries --26 percent representing stand-alone funeral homes --15 percent representing "other," including stand-alone crematories, memorial design companies, insurance agencies, professional associations and mortuary schools Spouse/guest registrations: 185 Press passes/other complimentary attendance: 5 Exhibitor and supplier registrations: 459 Attendees classified their positions as follows: Owners: 34 percent Managers: 54 percent Staff: 12 percent Final purchasing authority: 59 percent Make purchasing recommendations: 37 percent No purchasing authority: 4 percent The ICCFA worked closely this year with the Latin American Association of Memorial Parks and Funeral Services (ALPAR) to develop an educational program that would benefit that organization's members and to provide translation and interpretation services for Spanish-speaking attendees. ALPAR enrolled 70 delegates and 16 spouses/guests and conducted its Board of Directors meeting at the Convention. "The tremendous attendance by the international delegations made the big difference," said Program Chairman Kevin R. Daniels, CCE, president of The Daniels Group in Rio Rancho, New Mexico. "We are grateful for their input and support, and we look forward to working even more closely with them in the future." Exhibitors rated the overall Exposition an average of 8.5 on a scale of 1 to 10, with 92 percent indicating they "definitely" or "probably" will exhibit at the 2008 Convention & Exposition, March 26-29 at the San Diego Marriott Hotel & Marina and San Diego Convention Center. ICCFA Elects New Officers, Directors April, 2007 -- The International Cemetery, Cremation and Funeral Association (ICCFA) elected new leadership during its 2007 Annual Convention & Exposition, March 20 - 23 in Las Vegas, Nevada. ICFA officers for 2007-2008 are: President—Paul Elvig, Evergreen-Washelli Memorial Park and Funeral Home, Seattle, Washington; President-elect—Mark Krause, CFuE, Krause Funeral Home & Cremation Services, Milwaukee, Wisconsin; Vice President, Industry Relations Steering Committee—Vincent L. Faccinto, CCFE, Crestlawn Memorial Cemetery & Funeral Home, Cookeville, Tennessee; Vice President, Products and Services Steering Committee—Gwen Mooney, CCFE, Jon Deitloff Funeral Centre and Spring Grove Cemetery, Cincinnati, Ohio; Vice President, Education Steering Committee—Kevin R. Daniels, CCE, The Daniels Company, Rio Rancho, New Mexico; Vice President, Membership Steering Committee—Gregg Williamson, CCE, Rose Hills Memorial Park and Mortuary, Whittier, California; Treasurer—Kenneth E. Varner, CCFE, Cypress Lawn Cemetery, Colma, California; and Secretary—Cindy Thompson, CCFE, Mountain View Funeral Home and Memorial Park, Tacoma, Washington. Members elected to serve three-year terms on the ICCFA Board of Directors are: Ernie Heffner, CFuE, Heffner Funeral Homes & Crematory, York, Pennsylvania; Christine T. Hentges, CCE, The Tribute Companies Inc., Hartland, Wisconsin; Keenan L. Knopke, CCFE, Curlew Hills Memory Gardens, Palm Harbor, Florida; Tim Lancaster, CCFE, Eternal Hills Memorial Gardens, Funeral Home & Crematory, Klamath Falls, Oregon; James D. Price, Keystone North America, Tampa, Florida; Gregg A. Strom, StoneMor Partners LP, Bristol, Pennsylvania; Michael R. Uselton, CCFE, Remembrance Services of Florida LLC and Gibraltar Remembrance Services, Palmetto, Florida; and Gregg M. Williamson, CCE, Rose Hills Memorial Park & Mortuary, Whittier, California. Elected to fulfill a one-year unexpired term on the ICCFA Board of Directors is: Stephen G. Burrill, Mount Hope Cemetery, Bangor, Maine. Past presidents elected to serve a one-year term on the Board are: Timothy F. Brammer, CCE, Gibraltar Remembrance Services, Indianapolis, Indiana; Robert A. Gordon Sr., CCFE, Eternal Hills Memorial Gardens, Funeral Home & Crematory, Klamath Falls, Oregon; and Edward C. Laux, CCE, Gold Canyon, Arizona. The International Memorialization Supply Association appointment to serve a one-year term on the Board is Stan Scruggs Sr., Cemetery Funeral Supply, Inc., Monroe, North Carolina. Members of the 2007-2008 Executive Committee are as follows: ICCFA President Paul Elvig, Evergreen-Washelli Memorial Park and Funeral Home, Seattle, Washington; ICCFA Immediate Past President Thomas G. Roberts, CCE, Allegheny Cemetery, Pittsburgh, Pennsylvania; ICCFA President-Elect Mark Krause, CFuE,Krause Funeral Home & Cremation Services, Milwaukee, Wisconsin; Robert A. Gordon Sr., CCFE, Eternal Hills Memorial Garden & Funeral Home, Klamath Falls, Oregon; William L. Wright, CCE, Fairlawn Burial Park/The Heritage Funeral Home, Hutchinson, Kansas; ICCFA Treasurer Ken Varner, Cypress Lawn Memorial Park, Funeral Home, Flower Shop & Crematory, Colma, California (ex-officio); ICCFA External Chief Operating Officer and General Counsel Robert Fells (ex-officio); and ICCFA Internal Chief Operating Officer Joseph Budzinski (ex-officio). ICCFA Presents Member Awards For 2007 April, 2007 -- The ICCFA honored numerous members during its 2007 Annual Convention & Exposition, March 20-23 in Las Vegas, Nevada. Certification Designations The ICCFA certification program recognizes individuals who have demonstrated a high degree of competence and a high level of cemetery, cremation and funeral management experience and skills. The ICCFA awarded the following designations: John R. DiPietro, general manager of the Knollwood Memorial Park in Canton, Massachusetts, received a Certified Cemetery Executive (CCE) designation. Nevin W. Mann, president and CEO of the West Laurel Cemetery Companies Inc. of Bala Cynwyd, Pennsylvania, received a Certified Cemetery Funeral Executive (CCFE) designation. Quarter and Half Century Clubs The International Cemetery, Cremation and Funeral Association presented awards honoring those who have belonged to the association for 25 and 50 years. Inducted into the Quarter-Century Club were: Keith Belgrove, Belgroves Funeral Home, Trinidad & Tobago; Ruth Ann Walker, Kanawha Valley Memorial Garden, Glasgow, West Virginia; and Donald E. Wilson, Evergreen Burial Park, Roanoke, Virginia. Inducted into the Half-Century Club were: Phillip L. Coleman, Palms Memorial Park and Lincoln Memorial Park, Miami, Florida, and Jack Frost, Memorial Park Funeral Home, Cemetery & Crematory, Gainesville, Georgia. ICCFA University Scholarships ICCFA University, to be held July 20-25 at the University of Memphis in Memphis, Tennessee, is the only school of its kind for cemetery, cremation and funeral service professionals. The ICCFA Women's Forum awarded two scholarships to ICCFA University applicants. The scholarships cover the recipients' full costs for registration, housing and meals. The 2007 scholarship recipients are: Kimberly Kojan, Miller-Jones Mortuary & Crematory/Menifee Valley Memorial Park, Hemet, California, and Debbie Sproule, City of Surrey Cemetery Services, Surrey, British Columbia. Honorary Certificate The ICCFA presented a special Certificate of Appreciation to George Lemke upon the occasion of his retirement as executive director of the Casket and Funeral Supply Association of America. ICCFA Announces "Keeping it Personal" Awards Winners April, 2007 -- The ICCFA is pleased to announce its 2006 KIP (Keeping It Personal) Awards winners, recognizing the best in personalization in the cemetery and funeral service profession. Created by the ICCFA Personalization Committee, the KIP program honors recipients in four categories: Best Practices/Personal Touch; Innovative Personalized Product (Supplier); Most Personalized Service or Memorial; and Special Events. This year's contest drew 23 entries from across North America. Five communications and marketing professionals from outside the cemetery and funeral service profession performed the judging. Information on the winners is available on the ICCFA Web site at www.iccfa.com/kip.htm. Applications for the 2007 KIP Awards will be available in April. The ICCFA congratulates the winners and all who entered the 2006 KIP Awards. The winners are as follows: Most Personalized Service or Memorial First Place and Grand Prize Winner Bringhurst Funeral Home/West Laurel Hill Cemetery Bala Cynwyd, Pennsylvania Deborah Cassidy, Director, Family Services Bringhurst Funeral Home provided extensive personalized service for the family of a young girl who died in a car accident. Staff extended their hours to assist the family and provided additional rooms for family and friends to eat, sleep and grieve. Message boards, memory cards, and notebooks were made available for family and friends to write thoughts and memories. Honorable Mention Miller-Jones Mortuary Inc. Hemet, California Charlotte Jones, Marketing Manager After the tragic deaths of four Forest Service firefighters battling the Esperanza Wildfire, Miller Jones Mortuary erected temporary memorial walls on the front lawns of their six mortuaries and created an online memorial Website. The funeral home also provided a personalized service for one of the fallen firefighters, incorporating a popcorn machine, memorial t-shirts, a stuffed bear and quilt. Events First Place City of Surrey Cemetery Surrey, British Columbia Debbie Sproule, Cemetery Services Coordinator The City of Surrey Cemetery partnered with the community to implement an "Operation Remembrance" program with the purpose of acknowledging, naming and honoring the veterans who rest in unmarked graves. Markers were placed on more than 30 unmarked graves, and the year-long effort ended with a dedication ceremony. Honorable Mention Suhor Industries/SI Memorial Overland Park, Kansas Dennis, Welzenbach, CEO/CFO and InQuest Marketing Leawood, Kansas Alan Chapman, Consultant (In conjunction with Hixon Funeral Homes and Johnson Funeral Home, Lake Charles, Louisiana) SI Memorial and two local funeral homes joined forces to provide a dedication ceremony commemorating the year-long restoration of the city's cemeteries that were damaged by Hurricane Rita. The ceremony included speakers, a choir and a shrimp boil. SI Memorial and the funeral homes donated a time capsule and a stone memorial for the occasion. Best Practices/Personal Touch First Place Eternal Hills Klammath Falls, Oregon Tim Lancaster, Executive Vice President Eternal Hills offers families a variety of packages with extended services, including heaters for winter, fans for summer, beverages, a sound system and more. Innovative Personalized Product First Place Winner Inevitable Exodus Ottawa, Ontario Corinne LaVictoire, President Comfort Cub, created by Inevitable Exodus Inc., is a teddy bear with a customizable locket/urn inside. The locket can hold photos, a lock of hair, cremated remains, flower petals, earth from a burial site and more. Honorable Mention Cremation Solutions Arlington, Vermont Jeff Staab, President Cremation Solutions offers Birdhouse Memorial Urns. The wooden urns store ashes, but can be opened up with ease for those who wish to scatter the remains. The urn can then be turned into a birdhouse memorial. Grand prize winner Deborah Cassidy of Bringhurst Funeral Home/ West Laurel Hill Cemetery received a free registration to the ICCFA 2007 Convention & Exposition, March 20-23 in Las Vegas, Nevada. All first-place and honorable mention winners were recognized at the Convention, will be featured in ICCFA Magazine and are being provided promotional news releases to submit to their local media. OSHA Training CD Series for Cemeteries, Funeral Homes and Crematories Now Available November 27, 2006 -- The International Cemetery and Funeral Association now offers a series of 10 OSHA compliance training CDs to enable business owners to present a consistent message on important safety topics and satisfy their OSHA training requirements. The CDs also make it easy to document training efforts through user-friendly forms, quizzes and employee handouts. Each module comes complete with an audio-visual presentation on CD-ROM, a user's guide, instructor notes, student handouts, a quiz and completion certificates. Each module costs $80 for ICFA members and $95 for non-members and can be purchased by calling the ICFA at 1.800.645.7700. Modules included are: Bloodborne Pathogens: This module offers an overview of bloodborne pathogens and their potential risks to cemetery and funeral service professionals, including important information on: The elements of a Written Exposure Control Plan "Housekeeping" precautions to help prevent exposure Personal protective equipment Vaccinations Post-exposure procedures Universal Precautions And more Formaldehyde: Exposure to formaldehyde can have serious health effects, such as cancer, dermatitis and more. This module offers an overview of formaldehyde issues including the following topics: What OSHA standards apply How to recognize formaldehyde hazards and health effects How to evaluate the potential for formaldehyde exposure in the workplace Possible solutions for controlling the exposure Machine Guarding and Lawn Mower Safety: This training module offers an overview of guarding issues for cemetery and funeral personnel, including important information on: The concept of machine guarding and the point of operation Identifying guards supplied by manufacturers and how to maintain them Assessing your mower for proper guards and compliance with the specific OSHA requirements for lawn mowers Guards for string trimmers and other maintenance equipment Personal Protective Equipment: Funeral home and cemetery owners/managers are required to determine where personal protective equipment (PPE) is required. In this module, learn about the selection, maintenance, and use of PPE. Training includes: What OSHA standards apply to funeral and cemetery operations What PPE is appropriate and where to use it The safe way to put on and use your PPE What PPE can and can't do Facility Design and Emergency Planning: This training module offers an overview of facility design and emergency planning for cemetery and funeral personnel, including: Building exits Fire prevention plans Emergency plans Color coding for physical hazards Medical services and first aid Sanitation Fire extinguishing and alarm systems Illumination Recordkeeping: Recordkeeping is one of the most frequent OSHA citations. Learn how to comply with OSHA recordkeeping requirements and understand the exemptions available to certain employers. This training module includes the following topics: Who has to keep OSHA records on injury and illnesses What is a recordable injury or illness What has to go in the records and what do you do with them? Hazard Communication: An overview of hazard communication for cemetery and funeral professionals' "Right-to-Know," this module includes important information on: The elements of a written hazard communication program How chemicals can affect you How to read a Material Safety Data Sheet How to determine what chemicals are in your workplace How to protect yourself at your job Occupational Noise Exposure: This module covers occupational noise exposure and the potential risks to cemetery and funeral personnel, including important information on: How noise exposure can affect you The components of the OSHA Hearing Conservation Program Noise Monitoring Training Audiometric Testing of Employees Noise Controls and Personal Protective Equipment Recordkeeping Ergonomics: This training session offers an overview of ergonomic issues for cemetery and funeral personnel, including important information on: Understanding ergonomics How to look for conditions that may cause ergonomic problems Effective solutions for ergonomic problems Case handling at the home or hospital Safe lifting during embalming, storage or transfer Methods to prevent overreaching or twisting injuries Electrical Safety: Morticians, cemeterians, florists, office staff and maintenance personnel may be exposed to electrical hazards in their daily work. Topics covered in this module include: What OSHA standards apply How to recognize electrical hazards in the workplace Solutions to help control electrical hazards Where to find additional information International Cemetery and Funeral Association Changes Name to Include 'Cremation' October 4, 2006 -- On October 4, the International Cemetery and Funeral Association Board of Directors voted unanimously to change the name of the association to the International Cemetery, Cremation and Funeral Association. The name change will take effect on January 1, 2007. According to ICFA President Tom Roberts, CCE, the change is part of a natural progression for the organization, which changed its name from American Cemetery Association to International Cemetery and Funeral Association in 1996. "When families say they are going to be cremated, they think of it as an independent option, as opposed to going to a cemetery or a funeral home," Roberts said. "It has itself become a final or third option, a separate type of funeral service with its own traditions. Our new name reflects our organization's mission to represent the entire profession with one voice. Just as many of our members have added 'crematory' or 'cremation garden' to their company names, the ICFA Board felt it was time to add 'cremation' to the association's name." Along with the name change, the ICFA plans to expand its already broad range of cremation-related benefits and programs. "With more than 24 hours of instruction each year, the ICFA University Cremation College is currently the most extensive educational opportunity available for those in our profession who are interested in improving cremation operations, sales and service," Roberts said. "We plan to continue building on that program. And of course, all of our conferences, our Annual Convention & Exposition, our Web site and our flagship magazine, International Cemetery & Funeral Management, will continue to include useful educational material on cremation." For more information on the ICFA and its programs and benefits, visit www.icfa.org or call 1.800.645.7700. As of January 1, 2007, the association's Web site domain name will change to www.iccfa.com. ICFA Approves Emergency Licensing Policy Statement in Preparation for Potential Mass Fatalities July 18, 2006 -- ICFA President Thomas G. Roberts, CCE, announced that the association has approved a policy statement to encourage the enactment of state laws for the emergency licensing of funeral directors, embalmers, and crematory operators who are validly licensed in other states. Currently, a few states have enacted such laws but most have not. The policy statement anticipates a critical shortage of licensed funeral professionals due to natural disasters, terrorist attacks, war, or widespread disease such as the potential for a pandemic avian flu attack. The ICFA Government and Legal Affairs Committee reviewed the draft policy and recommended its approval to the Executive Committee. Subsequently, the Executive Committee, which is chaired by President Roberts, approved the statement on behalf of the association. The Executive Committee is authorized to act in lieu of the Board of Directors in between board meetings and, due to the relative urgency of the issue, prompt action was taken. Similar "Emergency Licensing" statements are also being considered by other national trade associations and it is hoped that a joint statement might eventually be issued on behalf of all of the associations that are members of FAMIC, the Funeral and Memorial Information Council, which functions as an umbrella group for many of the national associations representing the funeral services professions. The policy states: State Law Authorizing Emergency Licensing of Funeral Directors and Embalmers The state recognizes the value and necessity of maintaining a high degree of preparedness for emergency situations. This law creates a mechanism for enabling the state to rapidly deploy qualified funeral professionals in emergency situations when the need arises. There is a compelling and vital public health need to ensure that funeral services and dispositions of human remains are able to occur in a timely and professional manner. On occasion, situations may arise that result in an extreme shortage of licensed funeral professionals in certain areas within this state. Such shortages could be created by, among other things, natural disasters; terrorist attacks; war; and widespread disease or epidemics. The above list is not intended to be all-inclusive, and this statute should be broadly construed to cover any and all situations resulting in a shortage of available licensed funeral service professionals. To ensure that all the public's needs for funeral-related services are met, the [licensing agency] should have the ability to issue immediate temporary licenses to funeral directors, embalmers, and crematory operators who are validly licensed in other states. Although the licensing standards and requirements are not uniform throughout all 50 states, the professional skills required are essentially the same regardless of where a licensed funeral professional practices; therefore, the state should not make the procurement of a temporary license unduly time-consuming and burdensome, but rather should have the flexibility and ability to act expeditiously to meet the public need in emergency situations. ICFA 2007 Wide World of Sales to Bring Together 400+ for Treasure Trove of Training June 30, 2006 -- The International Cemetery and Funeral Association will host the 2007 Wide World of Sales, "Finding Buried Treasure," at Treasure Island Hotel and Casino in Las Vegas, Nevada, January 17-19. Each year, the Wide World of Sales draws more than 400 cemetery, funeral home and insurance preneed, at-need and family service professionals from North America and abroad, and provides them with premier "how to" sales and management training. Through more than 10 hours of educational programming and extensive networking opportunities, "Finding Buried Treasure" will equip attendees with a map to navigate the high seas of preneed sales and uncover the wealth of opportunities within their markets. Highlights include: Training on approachability and networking—Scott Ginsberg, author of "Hello, My Name is Scott" and "The Power of Approachability," will discuss interpersonal communication, focusing on first impressions, approachability and conversation starters. This can't-miss session will help attendees master skills to increase their sales and networking opportunities. Training on the art of persuasion—Scott Love, recruiting consultant and professional speaker, has more than a decade of experience in identifying, hiring and keeping superstar employees. He attributes his professional success to the interpersonal skills and techniques he has mastered over the years. Scott will teach sales counselors and managers how to harness their persuasive powers to achieve desired results-to effectively close sales, improve employee performance and generate higher revenue. He'll show attendees how to present their products and services in a way that leaves the client saying "Thank you!" Breakout sessions—For the first time this year, the Wide World of Sales will include an afternoon in which managers and counselors will break out into sessions specific to their needs. Networking—The conference will include a networking reception, two networking lunches and two continental breakfasts. ICFA Binder—All attendees will receive take-home binders filled with handouts, PowerPoint presentations and additional materials-their very own treasure maps to success. Additional program information will be available in August. For details, call the ICFA at 1.800.645.7700 or visit www.icfa.org. Cemetery Consumer Service Council Releases 2005 Activity Survey Data June 6, 2006 -- The Cemetery Consumer Service Council (CCSC) has announced the results of its Activity Survey Report for the year 2005. A total of 237 complaints and inquiries were received during the year and 192 were resolved. Fifteen complaints and inquiries were pending at the beginning of the year while another 21 remained at year's end. These figures are based on the responses provided by 21 of the 40 state CCSC committees and state agencies where no CCSC committee exists. Among the various types of complaints and inquiries received, 42 dealt with improper cemetery maintenance, 91 with questionable sales practices, 6 with Truth in Lending matters and other contractual issues, 38 with cemetery rules and regulations, and another 38 with a variety of other issues including simple inquiries into cemetery practices. Not all agencies track the types of inquiries they receive. The Cemetery Consumer Service Council is now in its 27th year of operation and continues to improve its effectiveness to assist consumers. An increasing number of calls originate as referrals from Better Business Bureaus and similar organizations. The CCSC also contacts members of Congress to advise them of the assistance and information the Council can offer to their constituents. CCSC is a non-profit organization created in 1979 and is funded by the International Cemetery and Funeral Association, the Cremation Association of North America, the Central States Cemetery Association and the Southern Cemetery and Funeral Association. Recently, new sponsors include the Western Cemetery Alliance, the Illinois Cemetery and Funeral Home Association, and the Cemetery & Mortuary Association of California. The sole purpose of CCSC is to assist consumers, without charge, in resolving complaints or answering inquiries regarding cemetery services or policies. Participation in the complaint resolution process is voluntary for both the consumer and the cemetery. Industry members volunteer their time and experience to serve as CCSC representatives in their respective states. The Federal Trade Commission, the U.S. Department of Veterans Affairs, various state consumer protection agencies, and offices of attorneys general are periodically notified of CCSC activities and are among the major sources for consumer referrals. CCSC is listed in the Consumer's Resource Handbook, a U.S. government publication that is circulated to public libraries and consumer assistance agencies throughout the nation. Complaints are handled by the state and regional committees with the national CCSC office in the Washington, D.C. area being the overall coordinator of the project and the central contact point. Complaints received by the national office are logged in and each is given a file number for tracking purposes. A copy of the complaint is then forwarded to the appropriate state representative for investigation and action. At that point, many complaints are resolved by telephone and the consumer is notified of the results. It is rare for a cemetery to refuse to participate in the CCSC dispute resolution process. Where no committee exists, CCSC works with the state cemetery board or similar government agency to assist the consumer. SUMMARY 2005 Activity Survey 21 out of 40 State Committees Reporting Number of Complaints and Injuries: Pending at beginning of year.....15 Received during year.....237 Resolved during year.....192 Inquiries pending at end of year.....21 Categories of complaints and inquiries received: Improper maintenance.....42 Questionable sales practices.....91 Truth in lending and other contractual deficiencies.....6 Rules and regulations.....38 Other.....38 Have any complaints or inquiries received by your committee during the year gone to litigation or other legal action? Yes—3 states If yes, how many? 3 cases Check the agencies and organizations that your committee has notified about the availability of its services: 12  attorney general 6    better business bureau 1    local TV station 13  state cemetery board 4    Chamber of Commerce 2    newspapers Samuel B Saxton Receives ICFA Hall of Fame Award March 29, 2006 -- The International Cemetery and Funeral Association (ICFA) has named Samuel B. Saxton, CCE, chairman emeritus of Cedar Hills Memorial Park in Allentown, Pennsylvania, and a past president of the National Association of Cemeteries (NAC), the newest member of the ICFA Hall of Fame, the association's highest honor. A recipient of the prestigious Certified Cemetery Executive designation, Saxton has had a long and distinguished career in the memorialization and interment industry, both in Pennsylvania and on the national level. He has held numerous elected positions, served on a variety of committees and chaired educational conferences for the Keystone State Association of Cemeteries and national conferences for the NAC. As president of NAC, he held hearings in locations across the United States to establish standards for cemetery sales programs aimed at military veterans. In 1964, Saxton pioneered the memorial park cemetery concept in Asia when he started the first memorial park between Yokohama and Tokyo in Japan. He wrote the first Pennsylvania state merchandise and services trust law in 1963, which became a model for such laws nationally. Saxton served as president of the National Association of Cemeteries from 1967-1968, before the NAC merged with the American Cemetery Association in 1981 and changed its name to ICFA in 1996. Saxton has been elected to the ACA Board of Directors and currently serves as a director of the ICFA. Saxton served for 20 years as State Real Estate Commissioner in Pennsylvania, under a succession of governors. He is a past chairman of the State Real Estate Commission and of the Out of State Land Sales Committee, where he wrote laws regulating the sale of foreign lands sold to Pennsylvania residents on a sight-unseen basis. He is a past president of the organization now known as the Pennsylvania Cemetery and Funeral Association and has served as legislative chairman for over 50 years in that organization. The award was presented to Saxton during the Annual Meeting of Members at the 2006 ICFA Convention and Exposition, March 13-16, 2006, in Las Vegas, Nevada. Since its creation in 1965, the ICFA Hall of Fame Award has been presented to 28 cemetery and funeral service professionals. Since its creation in 1965, the ICFA Hall of Fame Award has been presented to 28 cemetery and funeral service professionals. Industry Resources The Industry Resources section has been substantially upgraded. In addition to its existing pages -- Classified Announcements, News Page, Industry Links and Music License Coalition -- this area now also offers the following: State/Regional Association Pipeline--an extensive listing of state and regional cemetery and funeral trade associations, including information on upcoming meetings and conferences as well as Web addresses and news for each. New Product Announcements--news and information from industry suppliers. Complaint Resolution Services--information on the Cemetery Consumer Service Council's no-charge complaint resolution program. Lot Exchange Program--information on the ICFA Service Bureau's exchange service for cemetery property and products. Consumer Resources This section was enhanced to direct consumers to available services in addition to providing consumer education. Added to its existing pages -- Funeral Homes, Cemeteries and Burials, Organ Donation, Grief, Embalming, Cremation, and Prearranging & Prefinancing -- are the following: Provider Directory--an interactive directory with contact information for all ICFA members, this section was moved into the Consumer Resources area to make it more accessible to these end users. Complaint Resolution Services--information on the Cemetery Consumer Service Council's no-charge complaint resolution program. ICFA Programs & Services In addition to its existing pages -- About the ICFA, Membership Benefits, Educational Opportunities, Government & Legal Affairs, ICFA Reading Room and ICFA KIP (Keeping It Personal) Awards -- are the following: Model Guidelines--sections from the ICFA Model Guidelines for State Laws and Regulations, developed by the ICFA Government and Legal Affairs Committee to assist industry members in advocating for responsible legislation and regulation. ICFA News--access to recent ICFA news releases on a variety of topics of interest to members. ICFA Supports Objective Investigation of Industry Misconduct February 27, 2002 -- The International Cemetery and Funeral Association (ICFA) supports an impartial and objective investigation, called for by some members of Congress, to explore allegations of misconduct in response to the recent cremation scandal in Georgia. ICFA President Gregory J. Easley, CCE, stated, "Given the emotionally charged atmosphere caused by the Georgia scandal, a fair and impartial investigation at this time will help address the concerns of the public. The ICFA believes that the U.S. General Accounting Office (GAO), the investigative arm of Congress, is perhaps the best resource for conducting an investigation, given its reputation for objective fact-finding and for placing the issues into context. The ICFA supported a related GAO investigation in 1999, which proved helpful in clearing the air and separating fact from innuendo. We believe that if a similar high standard of objectivity is practiced today, all parties will be satisfied." The ICFA has pledged its full cooperation in any Congressional investigation. ***************************************************************************************** back to top