2000
The establishment of a dedicated 24 hour phone line, the Funeral Advice Line (FAL) in 2000.
“The Funeral Advice Line plays an integral role in the day to day operations of Tobin Brothers Funerals. The FAL is essentially the “front line” when client families call us and often the first thing they will say is “we have never done this before”. It is our role to guide the family through the process and provide them with the care and support they are looking for.
By the end of the phone call, which can last anywhere between 10 and 20 minutes, it is our hope that we have provided the caller with the peace of mind of knowing that they have made the right choice by engaging Tobin Brothers Funerals. We often handle over 600 calls a day and it takes a degree of level headed thinking, composure and genuine empathy for our client families and colleagues. Grief can bring out many different emotions in people and our staff must have the ability to understand this”. – Mandy Wallis, former Funeral Communications Centre Manager.
