A FITTING FAREWELL – SEE PAGE 11 Involve The Official News Forum of InvoCare Issue 3 September 2004 In a New Light 3 5 7 8 InvoCare’s first AGM A New Age Planting Bulbs Commitment to Care Editor’s note It has been a busy few months for InvoCare and its staff, which is Another illustration that working with reflected in this edition of Involve. We cover a lot of territory in this InvoCare is more than just a job is in issue, from corporate developments, to marketing material, through the story about a new presentation to local events and personal achievements. Without any deliberate which has been developed on the role planning, the theme through this issue stands out as ‘Innovation, of a funeral director. The keenness Vocation, Care”. and passion shown in the delivery of The ‘Innovation’ extends from the use of new technology to ways of offering new superior service to families. As far as technology is this presentation adds to the theme of this edition. Anthony Perl concerned, we have a new website for Guardian Plan which is now It is easy to say you care about someone or something, but it is on-line and the use of the audio-visual enhancements which have another thing altogether to show it. When you read through the been made to Northern Suburbs Memorial Gardens and stories about the sponsorships and fund raising events you see Crematorium in Sydney. DVD’s about the lives of loved ones are some of what it really is to show how you ‘Care’. There are also now being produced and played during the funeral service. This is articles on the ‘Care’ shown in the way each service is delivered – something which has also been successfully introduced in whether it be a State Funeral for the last of Queensland’s World Queensland. Metropolitan Funerals at Rockdale in Sydney has War I veterans or a service held for a lady from the local nursing introduced a new type memorial service to allow grieving families to home, which led to a public notice of thanks from the family. come together on one day particularly for them. There is also a story about the Arrangement Forms and Contracts which have been introduced to make things easier for families to keep together. When it comes to ‘Vocation’ you need look no further than the InvoCare is indeed living up to its name! I thank everyone who contributed to this edition of Involve and trust that you will enjoy the read. three people profiled in this issue. Koos Adrichem, Graham Coward Anthony Perl and Herman Van Well have 93 years combined experience in the Communications Manager industry. They are typical of the dedication shown by staff. CEO report I am pleased to report that InvoCare has exceeded its forecast for This edition of Involve touches on its trading results to June 30 this year. Thank you to all staff for your some of the outstanding work being efforts in continuing to strengthen InvoCare through the level of done by many staff on behalf of their service offered to local communities. We remain focused on location and brands in giving back continuing to improve our service levels and extending the reach of something to their local communities. our already strong brand names. It is an important part of what In line with our focus on service, there has been an increase in our customer satisfaction index. This index is generated from our distinguishes InvoCare and is in line with our core commitment. ongoing surveys of our client families and measures responses to We welcome the recent all aspects of our service delivery. It also indicates that nearly 98% appointments of Jason Maher, Barry of those families would recommend our services. Steward and Craig Renshaw to Recently the Board spent some time in Brisbane meeting with management and staff at a number of locations. Everyone was pleased with the progress made since the last visit, particularly with the plans management in Queensland has to develop the business. As I reported in the last edition of Involve, the Epicor project, which will deliver a more extensive computer based arrangement and booking system for all our operations has successfully implemented our financials with funerals also near completion. The implementation of the new cemeteries and crematoria systems is positions with the Australian Funeral Directors Association. They join other staff who have taken a lead role with the industries most prominent association. I would like to extend a special congratulations to Koos Adrichem, our National Operations Manager for Cemeteries and Crematoria, who has just celebrated 40 years in the industry. He continues to work tirelessly to improve the standard of all our cemeteries and crematoria. This milestone, along with his achievements on the way, is to be commended. on track for later this year. All involved in the project are to be Richard Davis congratulated for what is often a thankless assignment. Chief Executive Officer 2) Richard Davis InvoCare’s first AGM InvoCare Limited held its first Annual General Meeting (AGM) on May 31st at the Westin Hotel in Sydney. Chairman Ian Ferrier led the meeting which featured a presentation from Chief Executive Officer Richard Davis on the company’s financial statements to date. There was a small group of interested shareholders who attended and took the opportunity to ask questions of the Board before and during the meeting. On one hand it provided shareholders with a chance to understand the direction of the company, on the other, it was also the first time the Board has been able to meet some of the retail investors face to face. At the meeting the company announced it was on track to achieve its 2004 earnings forecast of 13.3 cents a share, subject to any change in the projected death rates. Just prior to the publication of this edition of Involve, InvoCare shares were trading at $2.84. The AGM was reported positively by several media organisations. Financial columnists in various publications Ian Ferrier have continued to highlight InvoCare since its listing in December last year. COO report As I pause for a minute to reflect on the first eight months of the year business including Ansett. His – there have been so many achievements and contributions it is appointment represents the company’s impossible to mention them all. commitment to underwriting the brand direction. Survey Index (CSI) as perhaps our most outstanding achievement. Our new funeral operating system The CSI reflects families’ measure of our funeral service levels and is Epicor commenced operating on used by management and staff to provide a mechanism for 1 August. This new system will help continuous improvement. provide data and information to assist This year we have experienced increases across all brands and all states reflecting the efforts of our staff and work place trainers. Following on from the success of this approach our cemeteries and crematoria are working toward introducing their own customer survey process in early 2005. Our branding strategy continues to be rolled out successfully with many NSW locations now reflecting the new look “Guardian Branding” in their stationery and advertising. National steering committees are providing direction and guidance that will in the long run assist us presenting relevant options to particular market segments. Also in NSW Philip Overdun has been appointed as the new Regional Manager for Simplicity. Philip has a background in service management and staff carrying out their duties. Many staff have been involved in this unique process all of whom deserve thanks – however it would be remiss of me if I didn’t Mike Grehan acknowledge the contribution of Philip Shelley and Tim Adrichem. As I said there are too many efforts to acknowledge individually so in conclusion I would like to thank all staff and management for their commitment and contributions over the past eight months. Mike Grehan Chief Operating Officer ) It is hard however to go past the improvement in our Customer Involve 3 All You Need To Know About Funerals Over a number of years, InvoCare funeral homes have produced preferences. As time passes, the significance of key dates a booklet titled ‘All You Need to Know About Funerals’. The latest (birthday’s anniversaries, religious days) grows, and so to does updated version, which has just been produced is the most the symbolic importance of a memorial”. comprehensive yet. All You Need to Know About Funerals has 24 pages of The booklet is handed out for free to families and is often used as a means of distributing information to people who enquire about what is involved in arranging a funeral. Many of these inquiries come during exhibitions or presentations given by staff to groups such as Nursing Home staff, Hospital staff, senior citizens and emergency services workers. information covering everything from choosing a funeral director who is backed by the Australian Funeral Directors Association – code of ethics, to pointing out some of the choices you will have to make in arranging the funeral, through to who to notify when someone dies and what to say to a grieving person. There is also an abridged version of another of the company’s free publications In the latest edition there is more information on the reasons for – a Personal Information Guide – which records information arranging a memorial, following on from concerns raised in the needed if you choose to prepay your funeral. industry that people were not considering the implications before choosing not to establish a memorial. “A memorial provides a A copy of the information contained in ‘All You Need To Know fixed place for all family and friends to come and reflect. It can be About Funerals’ is also available on each of InvoCare’s funeral personalised to reflect cultural, religious and personal homes websites as well as on www.invocare.com.au Improving Service As part of the continued efforts of InvoCare’s funeral homes, cemeteries and crematoria to better service its client families, a new format has been introduced for recording the arrangement details of the funeral service and any memorial needs. New Arrangement Forms for the funeral homes and the Cemetery & Crematoria Contracts are contained in a folder which features their associated brand. The folders have a place for staff to leave a copy of their business card along with a pocket for any brochures to be stored. Inside, all key documents are permanently secured. The family leaves with a single folder containing all relevant information and documents. 4) A Fresh Look Guardian Plan is a prepaid funeral plan offered by InvoCare’s funeral homes. A new brochure and website have just been released to better explain what is involved in the process of prepaying your funeral with a Guardian Plan. The aim of the new material is to make it easier to understand what Guardian Plan is, why you should plan ahead, what is involved including payment options, where the money is invested and how it is protected. For a free copy of the new brochure visit one of InvoCare’s funeral homes or call 1800 151 158 or go to ww.guardianplan.com.au New look promotional collateral making it easier to understand what Guardian Plan is all about A New Age You would not expect technology to play much of a role in a This latest funeral, but increasingly families are turning to DVD’s to enhancement to personalise the service. Families now have the opportunity to services is possible arrange for a DVD to be produced on the life of their loved one, at places like which is then played at the funeral as well as having copies Northern Suburbs available for family and friends to keep. Memorial Gardens They start off with a simple display of photographs and video set to music and range through to producing segments to accompany different parts of the service, to incorporating a video of the service into the completed DVD that family and friends can keep. and Crematorium in Sydney. There you have the wonderful gardens and a heritage building on the outside, and inside you have a blend of modern technology combined with tastefully refurbished beautiful chapels. Recently installed audio-visual equipment is being used increasingly for these sorts of productions. The production of these DVD’s was first successfully trialed in Queensland, where they are continuing to grow in popularity. Sydney’s Northern Suburbs Memorial Gardens and Crematorium offers a combination of heritage architecture and a beautifully refurbished chapel, fitted out with modern technology ) There are a number of styles of presentations to choose from. Involve 5 Lakeside Memorial Park - Wollongong In a New Light Continuing on our series from previous editions of ‘Involve’, we are taking the opportunity to showcase some of the images taken by photographer Christopher Shain of each of InvoCare’s Memorial Parks and Gardens. The focus for the series of photographs was particularly on the natural local beauty each location provides in its own unique way. This issue we are featuring Lakeside Memorial Park in Wollongong, south of Sydney. Lakeside is also in the process of completing some new crypts, which have already been well received by the community with many families opting to prepay for their memorial. The two images above are artistic impressions of what they will look like when completed. 6) Mother’s Day Metropolitan Funerals ay Bankstown in Sydney, a Guardian Funeral provider, this year introduced a Mother’s day memorial service. Those invited to the service included the many families who had lost a mother in the past 12 months. They were each given a candle to light in honour of their mother. The service itself was conducted by Rev. Tom Hamilton and Celebrant Diana Stewart. More than 50 people attended the service including representatives from local nursing homes and other local community organisations. Many of those present asked to be invited in coming years. The event was organised by location manager Joanne Schembri and continues on from her valuable work in both offering support From left, Location Manager, Joanne Schembri, Rev. Tom Hamilton and Arranger, Cheryl Prosser and in giving back to the local community. Planting Bulbs Metropolitan Funeral Home, a Guardian Funeral provider at Rockdale in Sydney played host recently to a bulb planting ceremony in their garden. Around 40 families joined staff for a service conducted by celebrant Diana Stewart in memory of their loved ones. The ceremony was formed around the notion of bringing grieving families together for their own special day. The names of those who were commemorated on the day were read out and, before the service ended, one of the attending family members rose to share a special poem. The candles remained alight as everyone left the chapel and proceeded to the garden adjoining the funeral home. There each family took a bulb and buried it with the utmost care and love - many taking a mental note of where ‘their’ bulb was located, with the intention to return in the spring to see the flowers in bloom. Many photos were taken, as people planted their bulbs and then posed in their family groups. The photos were then posted to them, which everyone greatly appreciated. One lady who called to say thanks had said that she had not been coping particularly well with the death of her father and initially had not wanted to Those who took part varied from a girl of four years of age to a attend. She came with her mother and sister and was surprised lady in a wheelchair who had to be assisted to plant her bulb for by how healing she had found the experience. Many people her husband of nearly sixty years. Some came alone, some with phoned to say how grateful they were for having been given the a friend, others with several family members of up to three opportunity to share in such a positive day. Several asked if the generations. A woman even flew in from Darwin to attend with ceremony was an annual event and expressed an interest in her mother and sisters. attending future services. One man even visited a few weeks later to sprinkle some ashes of his late wife around the bulbs that Refreshments were served afterward and several people he, his son and his grand-daughter had planted in her memory. remained for quite some time, taking comfort in what they had Sandra Wolf time they had walked through the doors of the funeral home. Location Manager ) experienced and enjoying a happier atmosphere than the first Involve 7 Committment to Care ‘Commitment to Care’ is a program which was introduced 18 months ago in conjunction with two nursing homes around Epping in Victoria. The program is aimed at nursing home staff to help them address issues with death, in particular grief and loss as they become familiar with their patients and form strong bonds. When patients pass away the nursing home staff also experience a sense of loss and need to grieve. Michael Hooper is the Manager of Mulqueen Funeral Services at Epping and it is his professional approach to this program which has seen other nursing homes become involved. He is in demand to provide support and programs to them all. Since the program began Michael has become the focal point of the training seminars. He also conducts tours of the funeral home. Over these few months he has developed a great rapport with these very committed nursing home staff, who often call into the branch for a quick chat or coffee. Mae Pickering with Michael Hooper a.k.a. ‘Bob The Builder’ Among the nursing homes to partake in the program is Meadow Such was the impact made by Michael, that when the family Glen, where Michael became friendly with many of the patients, placed a death notice in the Herald Sun the last paragraph paid visiting them regularly both on a professional basis and as a tribute to him. It said, “Special thanks to Mulqueen’s and in friend. One resident, Mrs. Mae Pickering gave him the nick name particular Bob the Builder (Mae’s idol for all the fun times, she of ‘Bob the Builder’, which has stuck. Sadly she passed away loved you all)”. This was a testament to the commitment and recently and the family immediately requested Michael. support shown in delivering the type of funeral service that the The family insisted that as the service was to be held in its family wanted. entirety at Mulqueen’s chapel with a private cremation, Michael Brian Bennett was to lead the coffin out dressed as ‘Bob the Builder’. Regional Manager A Special Service Tobin Brothers Funeral Directors in Canberra, The Canberra Hospital, Calvary Hospital, John James Hospital Pathology Units and Norwood Park Crematorium have joined together to begin providing a Memorial Service for unborn babies pre 20 weeks. The service happens every three months at The Canberra Hospital Chapel. Tobin Brothers provide the small coffins for the babies and transfer them to the crematorium for the cremation. The ACT Government made allowance in the ordinance to allow the cremation of the small coffins together. The ashes are scattered over the memorial provided at Norwood Park Crematorium, which simply reads on a plaque with no names "GONE FROM OUR DAYS CHERISHED IN OUR MEMORIES." The Memorial is a garden with a large rock where the Families who lose a baby in the first 20 weeks of pregnancy are provided with an information letter about this option for a service. plaque is attached. The ashes are placed within the garden and Dr Jane Dahlstrom was the prime coordinator in bringing everyone families can visit if they wish. Families are provided with a map and a together to provide the service under the approval of Dr Sanjiv Jain, photo of the memorial site. Director of Anatomical Pathology, ACT Pathology. In conjunction with the Chaplaincy & Pastoral Units a non Tobin Brothers are very proud to be part of this community service denominational service is held in the hospital Chapel inviting the in the ACT. parents and families of the babies to attend. Tobin Brothers also supply small posies for the families to place on the coffins during the service, compliments of the City Florist. 8) Christine Walters Manager – Tobin Brothers Funeral Directors, ACT Community Relations Purslowe Funeral Homes in South Freemantle, WA have been assisting the Portuguese Cultural and Welfare Centre over the past year. Location manager Arnold Taylor with the assistance of Beata Colica recently decided to put together a special luncheon to show their continued support. The members of the Portuguese Cultural and Welfare Centre were welcomed for morning tea in the condolence lounge, which was transformed into a restaurant, before moving to the adjoining chapel where Father Julian Carrasco officiated Mass. After a fully catered roast lunch, everyone returned to the chapel, which was transformed into a movie theatre, to watch a classic Portuguese film. Afternoon tea was served to finish what was an enjoyable day for all. Volunteers Awards Day Twin Towns Friends Association is a non-profit organisation What makes the organisation even more amazing is that it which was formed in 1997 by local residents of Tweed Heads. survives on no government funding, simply the generosity of its The organisation aims to provide a volunteer who befriends the volunteers and their own energetic fundraising. lonely and isolated in the community, offering a social connection for them. This year, Twin Towns Funeral Services heard of their need for funds and has now become a year round sponsor, providing The Coordinator, Doreen Welsh, is a vibrant, unstoppable senior prizes for functions as well as items which support the day to citizen herself, who manages 110 volunteers who look after over 200 day administrative needs of the association. residents in the Tweed Shire and southern end of the Gold Coast. In June, an inaugural Volunteers Awards Day was held to give recognition to the volunteers, many of whom go above and beyond the call of duty. Twin Towns Pictured at the awards ceremony are (L to R): Justine Elliott, Federal Labor Candidate for Richmond, Danny Tini and Margaret Parker (award winners), Doreen Welsh (Coordinator) and Doris Zagdanski Regional Manager Twin Towns Funeral Services . Funeral Services, along with some other local businesses, sponsored the day. Doris Zagdanski Regional Manager A Simplicity Service Simplicity Funerals in South Australia has opened a new location in the southern coastal region of Victor Harbor on the Fleurieu Peninsula. The kind of service offered by Simplicity has been welcomed by the local community. With its base in the heart of Victor Harbor, Simplicity Funerals’ inaugural service was conducted in its new chapel, 79 Victoria Street on 25th March 2004. Simplicity Funerals Victor Harbor Supervisor, Kaye Fletcher and Celebrant, Barry Sherwell ) Involve 9 Support Recognised The Masonic Magazine, which is distributed to 20 000 Freemasons in Victoria, recently celebrated its 100th edition. Le Pine Funeral Services has been involved with the publication since its first issue, so Trevor Burkitt, Andrew Kors and Graham Coward were invited to attend a cocktail party held by Freemasons Victoria, to recognise their support. During the evening, Trevor was presented with a certificate of appreciation by the Grand Master of Victoria, Mr John Evans. Le Pine has advertised in the magazine since its inception in 1979. During the presentation, an ad from another publication, the Masonary journal of 1928, showed the long term support that Le Pine Funeral Services have been providing Freemasonary in Victoria. Le Pine Funeral Services have a number of staff who are members of Freemasonary Victoria. Trevor Burkitt has been a member for 35 years, serving in Grand Lodge Teams, and in recent years on the board of benevolence. This board takes care of many members who fall on hard times, providing assistance in many ways, including funeral support. Andrew Kors Regional Manager – Le Pine Funeral Services Australia’s Biggest Morning Tea Guardian Funerals at Blacktown in Sydney raised around $1600 for the Cancer Council by being one of the hosts of ‘Australia’s Biggest Morning Tea’. More than 120 people attended with special guests including the State Member for Mt Druitt, Mr Richard Amery and the Federal candidate for Greenaway, Mr Ed Husic. The event featured entertainment, prizes and speeches as well as plenty of refreshments. Among the guests were many senior citizens along with representatives from the Lantern Club, Toongabbie Bowling Club, Healthwise, Blacktown Workers Club Stroke and Recovery Group, the Vision Impaired group and Triple Girl Guides. Since 1996, Guardian has been involved in this very successful fund raising event – each year it grows larger in size. Since 1996, Guardian has been involved in this very successful fund raising event – each year it grows larger in size. 10) A Fitting Farewell Edward (Ted) David Smout (OAM) was Queensland’s last World War I veteran, who recently passed away at the age of 106. He was afforded a State funeral arranged by Norma Gill of George Hartnett Funerals in Sandgate. At the age of 15, Ted Smout volunteered to join the Australian Imperial Forces where after completing his training he found himself confronted with the horrors of the Western Front. When he returned home, Ted had a successful career in the insurance industry, but it was his work for various charities that he was also known for. He became Brisbane’s longest serving member of Legacy, from 1937 to 1995. His other love was his family including his wife of 69 years, Ella (who died in 1992) and his three children, Westall, Betty and John. The arrangements involved in coordinating a funeral of this magnitude required a huge commitment from the staff at George Hartnett Funerals in Sangate and Redcliffe. They did a tremendous job liaising between family, police, army, Queensland protocol officers, clergy and local dignitaries. Proceedings began with a Police escort for the hearse which went on a street procession. George Hartnett Funerals initiated a drive past the residents from Sandgate’s Masonic Care as it travelled through its grounds. Staff formed a guard of honour, and 106 red poppies were laid on the ground as the hearse passed by, to symbolise each year of Ted’s life. It was an emotional experience for all those involved in making the arrangements as well as the nursing home staff and of course family and friends. Edward David Smout (OAM) Uniting Church Minister Reverend Bruce Cornish said, “Ted was a great Australian…an exemplary citizen and community member, and a bit of a larrikin.” According to Ted the secret to his survival and longevity, “keep on breathing”. The hearse carrying the late Ted Smout leaves Masonic Care Sandgate Survey Results The most important measure of the service funeral homes provide Staff tactfully and sensitively dealt with all the things I had forgotten to their client families is an assessment from those clients as to arrange or ask during this stressful time. whether they would recommend the funeral home to others. A White Lady Funerals - Tanah Merah, QLD survey is delivered to each of the families we service, from which we gather valuable information on our service levels. At a time like this it was great to have the confidence in the funeral director. He was helpful, caring and informative and including the One of the key indicators shows that according to the latest results, 97.8% would recommend our services. The survey also asks for comments or suggestions about the funeral arrangements and how the service can be improved. Following is a celebrant, made for a memorable event Blackwell Funerals – Torrensville, SA Robyn was just lovely, she came to my house and from that moment she handled everything even to the point of having some of my sample from these responses. mother's ashes kept for me. I cannot speak too highly of Robyn. The attention and service by Allan Drew Funerals was absolutely first Simplicity Funerals – Sunshine, VIC class and many comments were made by the family members Overall, excellent in all aspects. Gillian & Pam were exceptional in sharing our immense grief, caring courteous and great Allan Drew Funerals - Castle Hill, NSW representatives for Mareena Purslowe. Everything was carried out in a dignified and professional manner. Mareena Purslowe & Associates – Willetton, WA ) attending the service to these facts. Involve 11 Reaching Milestones Why would anyone want to work in the funeral industry? owners were in financial difficulty. Early on, he was even ‘loaned’ Who stays in the one industry for 40 years? InvoCare has to places like Port Macquarie to establish a memorial park there. amongst its 1000 strong staff, many who have been with the company and the industry for significant periods of time. Along the way they have seen and implemented many changes. Koos says of his role as National Operations Manager for Cemetries and Crematoriums, “I only agreed to take on the role on the basis that I could continue to go to locations to keep Koos Adrichem things moving.” His hands on approach continues, even after 40 Born in Holland, Koos Adrichem years in the business. moved to Australia in 1958 with Understandably, Koos talks with great passion and pride about qualifications which had him Pinegrove in particular. It was from there that many things we earmarked to run a confectionary take for granted today were first established, including having the company. By 1964 he was funeral home on the grounds of a cemetery. A sidelight to this pursuing a passion for horticulture was that it has led to the continuing 29 year working relationship by studying 3-4 nights a week. with Sydney Funeral Services manager Barry Steward. When his father died he had a conversation with someone from The introduction of crypts to Pinegrove is another one of the Pinegrove Memorial Park which major changes Koos has witnessed in the industry. “We changed his career. 40 years later personalised them and built them ourselves” Koos says. “The he is still involved with Pinegrove in his position as the National key to our Parks and Gardens’ long term survival is making sure Operations Manager for Cemeteries & Crematoria. every time someone visits them, they must see change, even if it something small.” Such are his expertise and success, that he has advised SCI in In 1967 Pinegrove opened its Crematorium becoming one of the first of the modern day facilities. Again Koos’s role was also to establish memorials which were not restricted to niche walls or rose gardens. They wanted something different, creating various estates and other memorial options. the United States on establishing cremation memorial gardens. Along the way Koos also became a board member, then Vice President and eventually served a 2 year term as President of the Australasian Cemeteries and Crematoria Association. He helped them establish a funding base. “I enjoy getting locations up and running along with teaching staff. I try to impress upon them that to build interest; you must first have pride in the place you are working” says Koos. Roy Taff started Pinegrove and quickly recognised the potential shown by Koos and in no time had him heading the horticultural side of the business which also included other clients outside of the cemetery. Koos says, “Pinegrove was one of the first His son Tim has elected to follow in his father’s footsteps and is now the Operations Manager at Pinegrove Memorial Park. Koos says he has taught him the work ethic he has lived by for the past 40 years, “treat it like it’s your own business.” privately run cemeteries. We wanted to be different. We did not want tombstones everywhere, we wanted to create a Park. We Graham Coward even introduced the first real Lawn Cemetery into the country, In August, Graham Coward retired where people could choose the site they wanted and have a after 19 years with Le Pine Funeral plaque placed on it.” Services in Victoria. The former In 1967 Pinegrove opened its Crematorium becoming one of the first of the modern day facilities. Again Koos’s role was also to establish memorials which were not restricted to niche walls or rose gardens. They wanted something different, creating various estates and other memorial options. Merchandise Manager for women’s fashion started work for the company on June 1 1985. Graham says, “I went for a job interview and was told I would be employed immediately. When I asked what the Over the years as Pinegrove changed owners, Koo’s role position would be, the response expanded to finally include the cemeteries and crematoria which was…when I know I will tell you.” are currently owned by InvoCare. He used the same theories which have proven sussessful at Pinegrove to turn them into parks and gardens which offer a variety of memorial options. He has helped turn around some locations which under previous 12) According to Graham, he had been “thinking about working in the funeral industry for 20 years – but I was worried about what people would say.” Once he began working continued page 16 New Presentation on the “Role of Funeral Director”. Le Pine Heritage Funeral Services, have developed a power point presentation that with the aid of over 80 photo’s, outlines the role of the funeral director. QLD Training Awards Dinner Since winning the Gold Coast Small Employer of the Year Award in 2002, Somerville Funerals has been a sponsor of this prestigious business event, hosted nationally by the Training and Employment Board and the Department of Employment and Training. This year's winner of the Somerville Funerals prize for Trainee of the Year was Cassandra Tidey from Little Explorers Child Care It has been welcomed as a great tool for talking about our Centre. She has successfully completed Certificate 111 in industry with related groups (nursing home staff, scouts, youth Community Services and was selected for her genuine passion groups etc) about what is really involved in arranging a funeral for her chosen career as a child care worker. and all the options available. The pictures help explain things like burial options, cremation and mortuary procedures etc. It Doris Zagdanski Regional Manager complements any facility tour and encourages discussion on a wider range of industry related options. The presentation includes pictures from when the first call is made to a funeral home, through to the burial or cremation, including memorial options. It has pictures of our transfer procedures showing our vehicle’s and mortuary. The arrangement process is outlined and there are pictures of the coffin selection room. There is also a range of photos of some of the different and creative funerals that we have arranged. It shows our chapels and also explains all the options with burial including lawn, monumental, vault and mausoleum as well as the full process of a cremation. Regional Manager Cassandra is pictured with Doris Zagdanski, Regional Manager and Susan Piacun, Location Manager, Somerville Funerals Occupational Health & Safety InvoCare continues to recognise the importance of Occupational Health & Safety (OHS) issues. Following on from the recent appointment of Gary Summers as the National OHS Manager, the OHS system continues to be rolled out across the company. Participation from all staff has been positive and proactive. The majority of staff have received their “introduction to OHS” training, so they are now being encouraged to raise OHS awareness and point out any hazards or incidents to a Supervisor or Manager. One of the key objectives of OHS is that through staff involvement, cooperation and assistance the company can work toward minimising potential injuries in the workplace. ) Ashley Crow Involve 13 Kenyon International Australia Associate Professor Christopher Griffiths A.M. and I recently housed with one of our partner attended the Association of Asia Pacific Airlines workshop on consultants ICON Australia, who Aviation Emergency Response in Kuala Lumpur, Malaysia. We provide Kenyon International with were joined by several of our colleagues from our Houston office Crisis Communications. This move joining in excess of 200 delegates representing most of the will also allow us to have room for our regions airlines, including Qantas Airways, Virgin Blue Australia new Marketing Manager and Family as well as representatives from Australian Foreign Affairs and Assistance Director. Trade for the four day program. Kenyon International was a major sponsor of this event and as Peter Gregory In September senior Kenyon Australia team members will be travelling to the United Kingdom’s Kenyon office for Mortuary such our President Robert Jensen gave an address and Team Leader training. They will meet up with others from Europe answered questions at a pre-conference workshop which was and the USA, then some will travel onto Houston for the three filled to capacity. day Kenyon Symposium. The many speakers over the four days included airline crisis Also in September we will be sending Mr David Harding (clinical managers who had been through critical accidents and gave first physiologist) to the Family Assistance Training in London hand information about “lessons learned”,. There were religious conducted by our own Dr Grady Bray. overviews, government and military perspectives, journalists and As you can see we remain busy and committed to improving our airplane manufactures which made for an interesting and knowledge. In closing I would like to take this opportunity to informative time. sincerely thank those many “anonymous” people within the Kenyon Australia has yet again out grown its current location and InvoCare family at North Sydney for their support and friendship. will be moving from the existing site within InvoCare at North Peter Gregory Sydney to larger premises in Clarence Street Sydney. We will be Vice President Operations Future Directions Managers from InvoCare’s Cemeteries and Crematoria recently completed their annual conference in Sydney to discuss how they can continue to strengthen and develop the services and memorials they provide. The meeting was held over three days and the program included a wide range of subjects. The key focus of the meeting was on strategic park development and long term planning, marketing plans for the funeral operations and the implications for the Cemeteries and Crematoria operations and an update on the latest developments in the important area of Occupational Health and Safety (OHS). As part of the The conference provided an opportunity for key staff from NSW meeting everyone and QLD to get together to discuss various issues and develop took part in a tour of plans for the future. As part of this process, managers formed teams to deliver presentations aimed at improving business performance, which were then assessed according to certain the Telstra Stadium where the 2000 Olympic Games were held. During the tour the awards for the presentations were made to the winners. criteria. The awards saw the group of Joe Polito (Castlebrook Memorial Park in Sydney), Thelma Sutcliffe (Albany Creek Memorial These meetings are an integral part of the continued training for Park in Brisbane) and Kevin Morgan (Forest Lawn Memorial Park management and contribute to our overall development of innovation in Sydney) in a narrow win from Jane Crichton (Castlebrook at our locations, along with improving memorial and service levels. Memorial Park in Sydney), Rosanna Kleckin (Rookwood Memorial Ian Parker Gardens in Sydney) and George Dobbie (Newcastle Memorial Park). Conference Coordinator 14) Letters of thanks The following are excerpts from a collection of some of the George Hartnett Funerals – Holland Park letters of thanks sent in by the families we have serviced. Letter to John Paul Purslowe Funeral Homes – Northam, WA I just wanted to write you a short note to express my Letters to Rob and Di Tinetti overwhelming gratitude, on behalf of Mum and my family. With many thanks for all the care you have given our family In these difficult times, you helped to make things very easy. I know during our time of sorrow. Your professionalism and care made it a little easier on the day of the funeral. Mum would be pleased and proud that everything was done to perfection. Once again, a big thank you. that you would say it’s your job, well I’m just telling you that you do if very well. George Hartnett Funerals have just been so wonderful to deal with and very understanding and it really is appreciated. ••• The amazing support we have been given from so many people, On behalf of the family we would like to thank you so much for the help you gave us prior to Mum’s funeral and in the way you just proves to me how loved my Dad was, and it gives me so much happiness and strength. performed the service. It was done in a way that Mum deserved. So thank you so much again. Many people have congratulated us for the beautiful service with many saying it was the nicest that they have ever been too. Most of this was due to your guidance Rob, as we were totally unaware of what should be done. Letter written to Barry McIntosh from the Queensland Police Service We would like to convey our sincere gratitude for the assistance you provided to Paul and Anita Rowland and their families in Albany Creek Memorial Park, Bridgeman Downs, QLD relation to the traffic incident involving Anita, Bailey and Jet. Events with such tragic consequences are never easy to deal I wish to express my appreciation of your “Mothers” Day Service. … I also wish to thank your gardeners. I am at my Mother’s resting place regularly, mostly at weekends and I’m always impressed by the state of the grounds and gardens. I find it all with as part of your duty. In this case, it involved the family of police officers, Paul and Anita Rowland resulting in the tragic death of Jet and serious injuries to Bailey and Anita. very peaceful. Some weeks ago when I visited during the week While each person involved either during or after the incident can and was sitting on a seat, one of the gardeners came up and gain some comfort from the display of professionalism and spoke to me. I was most impressed by his caring attitude. personal support given to Anita and Paul’s family, we would like Once again my thanks to all who make the Mother’s Day Service to personally acknowledge your assistance. possible and your gardeners. Mark Carey Funerals – St Kilda, VIC Once again, thank you Yours sincerely S D R Melville Letter to Chris Flavelle-Smith and Mark Carey Just a little note to say thank you for all your help with our Assistant Commissioner South Eastern Region Mother’s funeral. Your attention and care made the day bearable. The service your company provided was exceptional. A special Pinegrove Memorial Park, Minchinbury, NSW thanks to Chris for his kind, caring way. We will always be grateful. Letter to the manager about Lee Stafford Mt. Thompson Memorial Gardens, Holland Park, QLD We visited your office to make an arrangement for an inscription I would like to express my thanks to a member of your staff, and nothing was any trouble to her. The caring and courtesy that June Beutel whom I feel has been exceptional. She is a very she displayed was a great credit to your company. compassionate and caring person and has helped me and my family through a very tender time in our lives. People like her on a Plaque for my sister. Ms Lee Stafford was extremely efficient Would you kindly extend to her our grateful thanks and I hope that your company appreciates the standard of her ability. make a difference during a time of bereavement. Please convey Thanking you and wishing you every success in the future. ) my appreciation. Involve 15 The last word Photographer Christopher Shain has done work for InvoCare Reaching Milestones over the past couple of years. Recently he was in Brisbane, in the industry, Graham says dinner party conversation often working with funeral home staff. On his return he reported the revolved around him answering questions about what really following… happens at funerals. “I can illustrate the exceptional help the Queensland staff gave After his first few months without a ‘real’ position, Graham became me recently - they epitomise the "can do" ethic to a tee. the equivalent of a Regional Manager. It was in 1986 that Victorian When someone mentioned that the tree in the background was General Manager; John Fowler joined Le Pine and began a close bending over, and the talent in the shot looked a bit odd, without association with Graham. Initially they were both working as hesitation they said - no problem, we'll move to suit the tree! Regional Managers, but when John (who had been working with Queensland Assistance continued from page 12 the company in South Australia for a while) became the state Perhaps this could be a new InvoCare marketing campaign? "We'll bend over backwards to help you! manager, he brought Graham into the main office at Kew to be his assistant manager. Over the years, Graham has been involved in many funerals but he says the one which was a stand out as being the most memorable was in July 1993 for Sir Edward ‘Weary’ Dunlop. John Fowler, who has maintained a close association with the R.S.L. was on leave when arrangements were being made for the funeral. Graham stepped in and coordinated the events, while on the day John was flown back from his holiday to co-conduct the service. Graham recalls, “From St Paul’s Cathedral to the shrine, the casket was mounted on a gun carriage. Then for the drive to the John Fowler bids Graham a fond farewell Famous last words… Necropolis, people had lined the "Friends applaud, the comedy is over." Ludwig van Beethoven streets as a mark of respect.” "Go on, get out! Last words are for fools who haven't said Before retiring, Graham said, “I want to pay tribute to the many enough!" (To his housekeeper, when asked if he wanted his last friends I have made at the company. You can not get by for so words recorded.) Karl Marx long without good staff assisting you.” Joke After a preacher died and went to heaven, he noticed that a cab driver had been awarded a higher place than he. "I don't understand," he complained to God. "I devoted my entire life to my congregation." Herman Van Well Herman Van Well has just retired from his duties at Purslowe Funeral Home in North Perth. He has been at the branch as funeral arranger - conductor for 34 years. He has been described as the ‘anchor’ and “Mr Reliable”. Always there with helpful "Our policy here in heaven is to reward results," God explained. advice and for training, Herman is a wealth of knowledge on the "Now, was your congregation well attuned to you whenever you protocol of many cultures and religions. He is particularly well gave a sermon?" respected by the Greek and Macedonian communities. It has "Well," the minister had to admit, "some in the congregation fell asleep from time to time." "Exactly," said God, "and when people rode in this man's taxi, they not only stayed awake, they even prayed." Involve welcomes your contributions: Involve Locked Bag 8000, Crows Nest NSW 2065 or fax to: 02 9978 5298 or email: [email protected] © InvoCare Limited ABN 42 096 437 393 16) been said that nobody will ever be able to replace Herman and his experience.
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