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Field Operations Policy and Procedures 1. Introduction 1.1 Service Quality It is the Company's intention to provide the highest quality mortuary and funeral-related services to the public. Decedents entrusted to our custody must be handled with care, dignity and respect at all times, from the initial call to final disposition. Mortuary services, transportation and disposition of decedents are all vitally important; in addition, it is the Company's intention to ensure that identification of each decedent is reliably confirmed and high standards of care must be employed throughout every phase of the process during the decedent's time with us. Our objective is to ensure that all mortuary- and funeral-related policies and procedures reflect those high standards and provide instructions for those professionals whose job duties involve any part of decedent care. This Field Operations Policy and Procedures document shall serve as a course of action for the most common situations in the mortuary and funeral process. In the event that state, provincial or local laws impose requirements that are different from, or in addition to, the policies set forth in this manual, those laws shall control and it is our policy to strictly comply with any such laws. If questions arise, contact the Legal Department. 1.2 Associate Training and Responsibilities Policy. All Company representatives whose work responsibilities involve any part of decedent care and services must read this Field Operations Policy and Procedures document and acknowledge that they have done so at the end of the appropriate training courses in Dignity University. 2. Case Management 2.1 Records Retention Policy. Company funeral homes must maintain a physical file for each decedent, with all original forms, retaining said file according to the Company's Records Retention Policy. PCCs using Carepoint must maintain an electronic file for each decedent. PCCs not using Carepoint must maintain a physical file while the decedent is in the custody of the PCC, then send all original forms to the funeral home after final delivery of the decedent, after which the PCC may maintain a physical file for each decedent with copies of related forms. Procedure. Prepare and label the physical file as follows: 1. Decedent's full legal name (last name first in all capital letters, followed by the first and Version 2.1 Page 4 of 70 Revised:07/10/2015 Document Owner:Operations Support 0 2015 SCI Funeral&Cemetery Purchasing Cooperative,Inc.