Chapel of the Chimes

To establish an absolute, legally compliant protocol for the logistics, intake, security, holding, and documentation of deceased individuals whose deaths are classified as unnatural, violent, suspicious, or identified as a suicide. This SOP guarantees absolute compliance with Philippine laws, specifically protects mortuary practitioners from criminal liability, and prevents the destruction or contamination of state evidence.

All operations under this SOP are strictly bound by the following Philippine statutes:

This procedure applies universally to all personnel employed by Chapel of the Chimes Gegato-Abecia Inc., including first-call responders, transport teams, logistics staff, licensed embalmers, funeral directors, and executive administrative officers.

Visual Matrix — Official Letterhead Diagrams tap to open full-size · printable

Page 1 of 2 — Medico-Legal Lifecycle

Page 2 of 2 — Phase 5: The Disposition Dilemma

1. 5.1 · First Call & Field Intake Verification. The Intake Officer must ask explicit questions about circumstances of death. If terms such as "hanging," "shooting," "poisoning," "sudden collapse," "overdose," or "accident" are used, the case must be instantly flagged as a Medico-Legal Case. Transport is strictly prohibited from entering a scene or moving a body until the PNP/SOCO have officially processed the site and issued a physical Clearance for Release of Remains. If a body is brought directly by family from a non-clinical setting, refuse immediate handling and notify police.
   
   Path A (Family Calls): Interview, flag, verify PNP/SOCO lockdown before dispatch. Path B (Police Calls): Law enforcement call IS the clearance — deploy transport immediately to given coordinates.
2. 5.2 · Receiving & Mandatory Security Tagging. Issue and complete Form ML-01: Medico-Legal Case Log & Intake Record Open Form ML-01. Attach a physical Red Plastic Tag marked "MEDICO-LEGAL HOLD" to the right ankle and exterior handle of the stretcher. (Red color is an internal COTC convention. PNP MC 2014-006 requires identification tagging but does not specify color; the red tag exists to make hold-status visible at a glance.) Transfer immediately into the Mortuary Refrigeration Unit at 2°C–4°C to minimize decomposition without altering structural evidence.
3. 5.3 · Absolute Prohibition of Embalming — Hold-Order Status. No incisions, arterial injections, cavity aspiration, or washing with specialized setting chemicals. Pre-embalming photography is strictly restricted to documenting existing wounds or traumatic indicators for internal legal records only — never shared or leaked. Only standard clothing or shroud layout is permitted if requested for immediate legal identification by the legal next of kin.
4. 5.4 · Document Verification & Clearance Tracking. The Hold-Order remains active until the Head Embalmer or Operations Manager obtains, authenticates, and files physical copies of: Official PNP Blotter or SOCO Investigation Receipt; Official Autopsy Report signed by PNP/NBI Medico-Legal Officer (or a formal Autopsy Waiver from the local Government Health Officer); and the Medical Certificate of Death signed by a government-accredited physician.
   
   Path A: Family holds full legal & financial burden to secure PNP Blotter and Local Health Autopsy Waiver. Path B: COTC accommodates the forensic surgeon for on-site autopsy or handles loop transit to the PNP crime lab.
5. 5.5 · Handling Cremation Requests. If the family requests cremation for a confirmed or suspected suicide/unnatural case, the Crematory Operator is strictly prohibited from scheduling based on a standard death certificate alone. The funeral home must demand and receive an explicit Certificate of No Objection to Cremate issued by the inspecting Provincial/City Fiscal or the investigating PNP authority. (This is the LGU-administrative form documenting the prosecutor/PNP clearance required under PD 856 Chapter XXI IRR for medico-legal cremation cases.) Cremation permanently eradicates any possibility of future exhumation or toxicology testing — this document is non-negotiable.
6. 5.6 · Authorization to Lift Hold & Proceed. Once all legal documentation is cataloged, the Operations Manager reviews and countersigns Form ML-02: Document Clearance & Hold Release Authorization. Only upon physical signing may the licensed embalmer proceed with regular restoration, chemical preparation, and casket integration.
   
   Flow: Audit file copies → CEO/Ops Manager signs Release Block → Red Tag Removed → Chemical Embalming Commences
   Open Form ML-02 — Executive Release

To receive notifications of body arrivals, safely dispatch a team, and transfer the deceased to COTC with proper documentation and dignity.

All intake officers, dispatch coordinators, and transport team members.

• SOP: Medico-Legal & Unnatural Death Cases
• SOP: Body Transportation — Inter-facility & Cemetery Delivery
• SOP: Handling Personal Belongings of the Deceased

1. Receive the call. Collect immediately: full name of deceased, exact address/location, cause of death (if known), contact person name and phone number, time of death. Record — do not rely on memory.
2. Check for legal hold. If the death is violent, unnatural, or suspicious — follow the Medico-Legal SOP first. Do not dispatch until you confirm there is no active police investigation requiring the scene to remain undisturbed.
3. Confirm team and vehicle availability. Assign at least two staff members. Verify the vehicle is fueled and fully equipped: stretcher, body bag, gloves and full PPE, cadaver release form.
4. Dispatch team. Provide the team with the exact address and contact person. Confirm ETA with the family before departing.
5. On-site: Identify and obtain release. Verify identity of deceased with the responsible party. Have the next-of-kin or authorized person sign the cadaver release form. For natural death with an attending physician — request the Death Certificate or physician's declaration.
6. Transport to chapel. Handle with care and dignity. Keep the body covered during transport. Upon arrival, log the intake with the preparation room and transfer to the duty embalmer.
7. Enter in COTC system. Create a new case on the First Call page. Enter all collected information immediately. Assign the case to the appropriate staff member.

To assign, prepare, and maintain chapel rooms to ensure families receive a dignified and well-organized viewing experience.

Funeral directors and chapel maintenance staff.

• SOP: Client Intake & Documentation
• SOP: Funeral Service Preparation
• SOP: Payment Collection & SOA Issuance

1. Check chapel availability. Open the Chapel Board in COTC to see which chapels are occupied and for how long. Confirm the family's expected interment date to estimate the duration needed.
2. Assign chapel in SOA Builder. Select the chapel in the case's SOA Builder. Saving the SOA automatically syncs the assignment to the Chapel Board — no separate update is needed.
3. Inform the family. Notify the family of the assigned chapel number and the cadaver transfer schedule. Provide the chapel address and any access instructions.
4. Prepare the room. Clean the chapel thoroughly before the family arrives. Set up chairs, lighting, guest book, and flower stands. Verify the aircon/fan is working and the restroom is clean and stocked.
5. Coordinate cadaver transfer. Confirm the estimated transfer time with the preparation team. Transfer happens only after embalming and dressing are complete.
6. Post-interment chapel reset. After the family departs, clean the chapel and remove all items left behind. Clear the chapel assignment in the system so the board shows it as available.

To ensure every cadaver entering the preparation room is properly received, assessed, and assigned — maintaining accountability and readiness for preparation.

Preparation room staff, licensed embalmers, and transport team.

• SOP: Body Preparation & Preservation
• SOP: Embalming Procedures
• SOP: Handling Personal Belongings
• SOP: Medico-Legal & Unnatural Death

1. Receive and verify. Receive the cadaver from the transport team. Verify identity against the signed release form. Log intake date, time, and receiving staff name.
2. Initial condition assessment. Assess state of the body: decomposition level, injuries, skin condition, trauma, post-autopsy incisions. Note anything that will affect preparation or the family's viewing expectations.
3. Secure personal effects. Remove and inventory all personal effects (jewelry, wallet, phone, etc.). Return to the family or lock in designated secure storage immediately. Have the family sign an acknowledgment receipt for returned items.
4. Assign to duty embalmer. Formally assign the case to the duty embalmer. The embalmer signs the intake form acknowledging receipt.
5. Brief the embalmer on special requirements. Communicate: family's preferences for dressing/clothing, any known religious or cultural practices, severity of trauma or discoloration, and special requests (e.g., extended viewing timeline, clothing provided by family).
6. Coordinate clothing and casket. Confirm with the family what clothing the deceased will wear. Verify the assigned casket is ready and accessible in the preparation room.
7. Notify when ready for chapel transfer. After embalming, dressing, and casketing are complete, notify the chapel team and the family of the expected transfer time.

To ensure the safe, dignified, and legally compliant transfer of remains between facilities — hospital to chapel, chapel to cemetery, or chapel to crematorium.

All transport/logistics staff, drivers, and the funeral director coordinating the transfer.

• SOP: Standard First Call & Cadaver Pickup
• SOP: Burial / Cremation Permit Processing

1. Receive the transportation request. Log origin, destination, contact person, scheduled time, and case number in the dispatch system. Confirm with the funeral director that all required documents are ready before dispatch.
2. Prepare the vehicle. Inspect the hearse/transport vehicle before departure. Confirm: stretcher, body bag, ID tag, PPE kit, and disinfectant supplies are on board. Fuel check mandatory.
3. Two-person team minimum. All transfers require at least two staff members. Both must wear gloves and PPE during loading and unloading.
4. Verify identity before loading. Cross-check the ID tag on the remains against the case paperwork. Have the sending facility or family representative sign the transfer logbook before the body is moved.
5. Transport with dignity. Keep the body covered at all times during transport. Drive safely and deliberately — avoid sudden stops. Never leave the vehicle unattended while remains are inside.
6. Delivery documentation. At the destination (cemetery, crematorium, or receiving facility), obtain a signed delivery receipt and record the time of arrival and condition of remains. Surrender the Burial Permit to the cemetery at time of interment.
7. Post-transfer disinfection. Disinfect the vehicle interior, stretcher, and all contact surfaces after every transfer. Log the disinfection in the vehicle maintenance record.

To prepare the deceased with dignity and professionalism, meeting health and safety standards, and presenting the remains appropriately for viewing and interment.

Licensed embalmers and preparation room staff.

• SOP: Embalming Procedures
• SOP: Preparation Room — Cadaver Intake
• SOP: Medico-Legal & Unnatural Death
• SOP: Equipment Cleaning & Disinfection

1. Pre-preparation assessment. Review the case file before touching the remains. Confirm embalming clearance is on file. For medico-legal cases, verify Form ML-02 is signed. Note decomposition level, trauma, skin condition, and post-autopsy incisions.
2. PPE setup. Before entering the preparation room: wear gown, double gloves, face shield, and boots. No exceptions — even for brief contact.
3. Initial body cleaning. Wash the external surface of the body with an approved disinfectant solution. This is both hygienic and a preliminary assessment step to check condition clearly.
4. Positioning and feature setting. Set facial features (eyes, mouth) and position limbs before rigidity sets in or embalming solution is introduced. Align hands properly for casket placement.
5. Preservation. Refrigerate at 2°C–4°C while awaiting embalming clearance if applicable. Once cleared, proceed to full embalming per the Embalming Procedures SOP. Apply topical preservatives for surface areas if extended refrigeration is needed.
6. Dressing and cosmetics. Dress the deceased in family-provided clothing. Apply cosmetics per the family's instructions and the deceased's normal appearance. Manage viewing expectations honestly if trauma or discoloration limits restoration.
7. Final presentation and casketing. Transfer to the assigned casket. Verify the ID tag matches the case file. Arrange any religious or personal items per family instruction. Notify the chapel team and funeral director that the case is ready for transfer.
8. Area cleanup. Disinfect all preparation surfaces, instruments, and drains after each case. Dispose of biohazard waste per the Equipment Cleaning & Disinfection SOP. Log the cleanup.

To perform chemical preservation of remains safely, in compliance with PRC licensing requirements and Philippine law, ensuring the body is suitable for viewing.

PRC-licensed embalmers only. No unlicensed staff may perform or assist with arterial or cavity work.

• SOP: Body Preparation & Preservation
• SOP: Medico-Legal & Unnatural Death
• SOP: Staff Safety & Biohazard Handling

1. Pre-embalming authorization. Confirm authorization is in place: For standard cases, verbal or written family consent is sufficient. For medico-legal cases, Form ML-02 must be physically signed by the Operations Manager or CEO. Do not proceed without this.
2. PPE preparation. Full PPE is mandatory before any contact: gown, double gloves, face shield, apron, and closed-toe boots. Check that the preparation room has adequate ventilation before working with chemicals.
3. Initial body inspection and documentation. Document all existing wounds, marks, discoloration, and physical condition before starting. Photograph for internal records if trauma is present. This protects COTC from post-service complaints about damage.
4. Arterial embalming. Inject embalming solution into the arterial system via the carotid or femoral artery. Use appropriate embalming solution concentration based on the condition of the body. Monitor fluid distribution and tissue firmness throughout.
5. Cavity embalming. Aspirate and treat the thoracic, abdominal, and pelvic cavities with cavity fluid. Seal the trocar puncture after aspiration is complete.
6. Restorative treatment. Address discoloration, swelling, sunken features, or traumatic injuries as needed. Use wax, filler, or cosmetic application appropriate to the level of trauma. Communicate openly with the family about realistic outcomes.
7. Final cleaning and dressing. Wash the surface post-embalming. Apply cosmetics per family instruction. Dress in family-provided clothing. Place in casket and verify ID tag matches case file.
8. Post-embalming documentation. Record in the case file: chemicals used (product name, concentration, volume), embalming duration, observations, and embalmer's name and PRC license number. This is a legal requirement under PRC regulations.

To receive bereaved families with compassion while ensuring all legal, contractual, and service documentation is completed accurately from the very first meeting.

Funeral directors and intake officers conducting the family meeting.

• SOP: Payment Collection & SOA Issuance
• SOP: Chapel Assignment & Room Setup
• SOP: Death Certificate Filing

1. Initial reception. Receive the family in the private intake area. Offer condolences sincerely. Offer water or a seat. Begin the conversation at the family's pace — do not rush through forms immediately.
2. Gather essential details. Collect: deceased's full name, age, date and place of death, cause of death, religion, civil status, and the next-of-kin's full name, relationship, contact number, and government ID.
3. Explain service options. Walk the family through available packages, chapel assignments, casket selections, and add-on services. Be clear about what is and isn't included in each package. Present pricing transparently.
4. Obtain consent and sign contract. Have the authorized next-of-kin sign the service contract. Issue a contract number and enter the case in the COTC system immediately. Provide the family with a copy of the signed contract.
5. Payment terms. Explain the payment schedule. Record any initial payment collected, issue an Official Receipt, and enter the payment in the system. Apply SC/PWD discount if applicable — verify ID before applying.
6. Document filing. File the signed contract, ID photocopy of the NOK, and any payment receipts in the case folder. Log all information in the COTC system under the correct contract number.
7. Internal coordination. Notify the preparation room team, chapel coordinator, and dispatch team of the new case details. Confirm the estimated body arrival time if not yet received. Start the chapel assignment process.

To coordinate and execute each funeral service flawlessly — from initial arrangements through post-service duties — ensuring a respectful experience for the family.

Funeral directors, chapel staff, and the coordination team handling each service.

• SOP: Chapel Assignment & Room Setup
• SOP: Body Transportation
• SOP: Burial / Cremation Permit Processing

1. Review all arrangements. 48 hours before the service: confirm date, time, chapel, casket, flowers, clergy or officiant, hearse schedule, and any special family requests. Flag any unconfirmed item and resolve immediately.
2. Coordinate with vendors. Confirm flower delivery time, transport vehicle availability, crematorium or cemetery reservation (if applicable), and any food or catering arrangements the family requested. Get written or text confirmations.
3. Verify final body presentation. Before the family arrives: verify the body is dressed, cosmetics applied, and properly positioned in the casket. Confirm the ID tag matches. Do not let the family see the remains before this check is done.
4. Chapel setup. Arrange the chapel per the family's preference: flower placement, framed photos, guestbook stand, candles, sound system, seating layout. Ensure the chapel is clean, cool, and ready 2 hours before the service.
5. Pre-service inspection. 30 minutes before service start: verify sound system is working, lighting is correct, all signage is in place, and all assigned staff know their roles. Conduct a final walk-through.
6. Service management. Assign staff roles clearly: door reception, flower management, family escort, and A/V operator. Brief all staff before the first family members arrive. The lead funeral director manages the flow of the service.
7. Post-service duties. Assist the family with casket transfer to the hearse. Collect flowers per the family's instruction (keep, discard, or send to cemetery). Clean and reset the chapel. Update the case in COTC to reflect service completion.

To ensure all personal belongings of the deceased are accounted for, securely stored, and returned only to the authorized next-of-kin with a proper paper trail.

First-call responders, transport staff, and intake officers at time of body receipt.

• SOP: Standard First Call & Cadaver Pickup
• SOP: Preparation Room — Cadaver Intake
• SOP: Medico-Legal & Unnatural Death

1. Inventory at pickup or reception. At the scene or upon arrival at the chapel, list all visible personal items: jewelry, wallet, phone, watch, clothing. Be thorough — the family will ask about every item. Photograph the bag and its contents before sealing.
2. Tag and seal. Place all items in a sealed, clearly labeled bag bearing the case log number, deceased's name, and date. Sign and date the seal. Never leave items loose or unlabeled.
3. Secure storage. Store the sealed bag in the designated locked belongings cabinet. Record the cabinet slot number and case reference in the intake log. Only authorized staff may access this cabinet.
4. Notify the family. During the intake meeting, inform the next-of-kin of all items in COTC's possession. Read the inventory list to them and have them confirm it in writing. Address any discrepancies immediately.
5. Handover to authorized NOK only. Release items only to the authorized next-of-kin — the same person who signed the service contract. Require a government-issued ID and a signed belongings receipt before releasing. Never hand over to anyone else without written NOK authorization.
6. Medico-legal exception. For medico-legal cases: do not remove, move, or inventory clothing and items until the investigating officer formally releases the body. Clothing and effects are potential evidence. The police must inventory these first.

To maintain a sanitized, infection-free mortuary environment and comply with DOH sanitation standards under PD 856 Chapter XXI and DENR-DOH Joint AO No. 02 s. 2005 (Health Care Waste Management), protecting staff and preventing cross-contamination.

All mortuary staff with access to the preparation room, storage areas, and transport vehicles.

• SOP: Embalming Procedures
• SOP: Staff Safety & Biohazard Handling
• SOP: Body Preparation & Preservation

1. Daily surface disinfection. At the start and end of each shift, wipe all work surfaces with a DOH-approved disinfectant. This includes embalming tables, counter tops, sink areas, door handles, and any surface regularly touched by staff.
2. Post-case preparation room clean-down. After each body preparation: scrub the table, floor, drains, and walls with disinfectant. Allow surfaces to air-dry or wipe thoroughly. Do not begin the next case until the room is clean and documented.
3. Equipment sterilization. Autoclave all reusable surgical instruments after each use. Items that cannot be autoclaved must be soaked in an approved chemical sterilant per the product's required contact time. Single-use items are disposed of after each case — never reused.
4. Refrigeration unit maintenance. Clean refrigeration bays weekly with a disinfectant safe for cold surfaces. Check and log temperature readings daily (target: 2°C–4°C). Report any unit malfunction immediately to management.
5. Chemical storage check. Verify all embalming chemicals are sealed and stored per MSDS guidelines — away from food, heat sources, and personal items. Check expiry dates monthly. Dispose of expired chemicals through a registered chemical waste handler.
6. Biohazard waste disposal. Segregate all waste per the DOH Health Care Waste Manual: yellow bag for soft infectious / pathological waste (Philippine standard — international biohazard symbol required), yellow puncture-proof container for sharps, black bag for general waste. Never mix categories. Arrange collection only through a DENR-registered hazardous-waste transporter and TSD facility as required by DENR-DOH Joint AO No. 02 s. 2005. Do not dispose of yellow-bag waste in regular trash.
7. Log all cleaning activities. Sign and date the cleaning log after every complete clean-down. Include: date, time, staff name, areas cleaned, and products used. This log is subject to DOH inspection.

To protect all COTC staff from occupational health hazards associated with mortuary work, including bloodborne pathogen exposure, chemical hazards, and biohazardous material handling.

All COTC staff — especially preparation room, transport, and first-call personnel.

• SOP: Embalming Procedures
• SOP: Equipment Cleaning & Disinfection
• SOP: Body Transportation

1. Mandatory PPE use. Gown, double gloves, face shield, and closed-toe boots are mandatory whenever handling remains or bodily fluids. Entry into the preparation room without PPE is prohibited, even briefly. PPE must be properly removed (doff) before leaving the prep area.
2. Needle and sharp object safety. Never recap needles by hand — use the one-hand scoop technique or a needle recapper only. Deposit used sharps immediately into yellow sharps containers. Never overfill a sharps container past the fill line.
3. Accidental exposure response. If skin or mucous membrane contact with bodily fluids occurs: immediately wash with soap and water for at least 15 minutes. Report to the supervisor. Seek medical evaluation within 2 hours. Complete an incident report form same day. Management must be notified immediately.
4. Biohazard waste segregation. Per the DOH Health Care Waste Manual (Philippine standard): yellow bags with the international biohazard symbol for soft infectious / pathological waste (tissues, gloves, contaminated clothing); yellow puncture-proof sharps containers for needles, scalpels, trocars; black bags for general non-contaminated waste. Never mix — mixing is a compliance violation under DENR-DOH Joint AO No. 02 s. 2005. (Note: The Philippine DOH color code uses yellow for infectious waste, not red. Red is the US convention.)
5. Body bag protocol for all external pickups. All external pickup transfers require the remains to be placed in a sealed, labeled body bag before transport. This is mandatory regardless of condition, cause of death, or family preference.
6. Chemical hazard awareness. Reference the MSDS (Material Safety Data Sheet) binder for all embalming chemicals before first use. Ensure adequate ventilation in the preparation room at all times. Store chemicals in designated locked areas — away from food and personal items.
7. Incident reporting. All accidents, exposure incidents, near-misses, or safety violations must be logged in the Incident Report Form and reported to management the same day they occur. Unreported incidents that later result in illness or injury expose the company to liability.

To establish the legally compliant intake, custody, and diplomatic-notification protocol when a foreign national dies within COTC's service area in Bacolod City. This SOP protects the funeral home from cross-border liability and ensures the deceased's embassy and next-of-kin receive immediate notice.

Front-desk intake officers, dispatch coordinators, transport / extraction crews, the duty embalmer, and the operations manager. Triggered the moment a call identifies the deceased as a non-Philippine citizen.

1. Identify the case as a foreign-national death at first call. The intake officer asks for full name and nationality. The moment the caller indicates the deceased is not a Filipino citizen, flag the case as foreign_national = true and route to the on-duty supervisor before dispatch.
2. Determine the place of death and gate the dispatch.
   • In-hospital, attended: dispatch normally with cadaver release form. No PNP gate.
   • Out-of-hospital (hotel, condo, residence, public space): DO NOT move the body until the Bacolod City Police District (BCPD) processes the scene and issues a physical field clearance / blotter entry. PNP MC 2014-006 mandates this for any unattended death — and foreign-national status elevates the scrutiny.
3. Custody control at the scene — open Form FN-01. The field supervisor takes possession of:
   • Foreign passport (verify nationality, photo, expiry)
   • ACR I-Card if the deceased was a long-stay foreigner (Bureau of Immigration requires this for any foreigner staying beyond 59 days). Tourists hold a visa stamp only — no ACR.
   • All physical cash, electronics, jewelry, watches
   Open Form FN-01: Foreign National Intake & Custody Control Log and inventory every item. Get a counter-signature from the scene witness (hotel duty manager, BCPD officer present, family member) before transport. Photograph all ID pages and the sealed property bag.
   
   Open Form FN-01 — Intake & Custody Log
4. Notify the embassy "without delay" — open Form FN-02. Within the same business day of intake, the operations manager (or designate) sends Form FN-02: Consular Notification of Death to the deceased's embassy in Manila. Pick the pre-built version that matches nationality. Email + phone the consular mortuary affairs / Citizen Services section. Log the timestamp of transmission and any acknowledgement received.
   
   VCCR Art. 37 says "without delay" — there is no statutory hour-clock. COTC's internal target: same business day, ≤ 8 working hours from intake. Document the actual time on the case file regardless.
   
   Open Form FN-02 — Consular Notification Letters
5. Preservation hold pending consular & family instructions. Until the embassy or verified international next-of-kin sends explicit written instructions on disposition (burial in PH / cremation / repatriation), staff may only perform non-invasive measures: external sanitation, refrigeration at 2°C–4°C, surface cooling. No arterial injection, no cavity aspiration, no cosmetic work without authorization.
   
   If consular contact is unreachable after 48 hours of documented attempts (calls + emails logged), escalate to the Operations Manager. PD 856 Chapter XXI still imposes the standard preservation/disposal timetable — do not let the body decompose because the embassy is slow. ⚠️ REVIEW: the 48-hour internal threshold is COTC operational policy, not statute.
6. Death certificate via LCR + endorsement to PSA. Route the medical Certificate of Death (signed by the attending physician or PNP/NBI Medico-Legal for unnatural cases) to the Bacolod City Health Officer for review. Register at the Bacolod LCR within 30 days (RA 3753). Immediately request the LCR to electronically endorse to PSA — embassies and repatriation airlines almost always require the PSA security-paper copy, not just the LCR copy. Order at least 3 PSA copies.
7. Set disposition path. When instructions arrive from family/embassy:
   • Burial / cremation in the Philippines → standard Burial/Cremation Permit SOP applies. Embassy may still want to attend or witness; coordinate.
   • Repatriation overseas → switch to SOP-OPS-042: International Repatriation of Remains. Embalming, hermetic sealing, BOQ clearance, embassy consular mortuary docs, airline cargo booking.

If the deceased has no passport, no ACR I-Card, no verifiable next-of-kin, and no responsive embassy claim, treat the case as unidentified remains. Halt all standard processing. Transfer the case to the NBI Medico-Legal Division or PNP Crime Laboratory for forensic identification (DNA, dental, fingerprint). No specific statutory timer applies — COTC operational target is to make the referral within 48 hours of intake to avoid the body holding up regular operations. ⚠️ REVIEW: internal policy, not statute.

To define the legal, sanitation, and logistics steps required to safely export human remains from Bacolod City to an international destination — most commonly the United States, Korea, Japan, China, Australia, or the UK. Triggered when family or embassy elects repatriation as the disposition path.

Licensed embalmers, operations manager, administrative documentation staff, transport / cargo coordinators. Triggered downstream of SOP-OPS-045 once disposition is confirmed as "ship overseas."

Plan 10–15 business days from intake to wheels-up: 3–5 days Bacolod (embalming + LCR + PSA + CHO), 5–7 days Manila (BOQ + embassy + cargo booking + crating). Set family expectations honestly — Manila bottlenecks routinely push the original 7-day estimate longer.

1. Lock the consignee. Receive in writing — from the embassy or sworn next-of-kin — the licensed receiving funeral home overseas: legal corporate name, full physical address, phone, named contact, FDA/state license number. This consignee data is reproduced verbatim on every downstream document: BOQ clearance, embassy mortuary certificate, airline AWB, customs declaration. Errors here cascade into shipment delays at every checkpoint.
2. Advanced embalming for international air transit. A DOH-licensed embalmer performs full arterial + cavity preservation to IATA / international shipping standard — stable for prolonged multi-leg transit. The embalmer issues a notarized Embalmer's Certificate (Form FN-03) attesting sanitary preparation. Keep this separate from the Mortuary Certificate — most receiving countries (US, KR, JP, AU, UK) require both as distinct documents. Combining them causes rejection at origin or destination.
   
   Open Form FN-03 — Embalmer's Certificate
3. Local sanitary clearance + transfer permit. Present the registered Death Certificate to the Bacolod City Health Office for:
   • Certification of Non-Contagious Disease — confirms cause of death is not a public-health risk. (Exact form name varies; Bacolod CHO sometimes wraps this attestation into the death certificate endorsement.)
   • Transfer Permit / Permit to Transfer Cadaver — issued by the City Health Officer under PD 856 Chapter XXI IRR — legally authorizes movement of remains out of Bacolod LGU jurisdiction.
   Confirm Bacolod CHO's current form titles (Tel. 431-3673) before printing — local naming drifts.
4. Hermetic seal + outer crate + Mortuary Certificate (Form FN-04). Casket must be hermetically sealed: zinc-lined or heavy-gauge metal interior with continuous rubber gasket. Sealed casket then enclosed in a fumigated wooden shipping container (outer crate) with the deceased's full name and the overseas consignee's name + address stenciled on at least two external faces. The Funeral Director then notarizes Form FN-04: Mortuary Certificate attesting that the container holds only the remains of the named decedent + standard clothing/personal effects, no contraband.
   
   Open Form FN-04 — Mortuary Certificate

5. Bureau of Quarantine — domestic clearance (Bacolod-Silay BOQ desk). Present the document packet (LCR Death Cert + PSA copy if already issued + Embalmer's Cert + Mortuary Cert + Transfer Permit + Certification of Non-Contagious Disease) at the BOQ Bacolod-Silay Airport desk for the "Clearance for Domestic Shipment of Human Remains" (BOQ's official service title under RA 9271 Rule XI). Fee per BOQ Citizen's Charter — verify on arrival; don't quote a stale number to the family.
6. Domestic cargo check-in + AWB. Process the crated casket through PAL Cargo or Cebu Pacific Cargo for BCD → NAIA Manila. Secure the domestic Airway Bill. Transmit the flight number, AWB, and ETA to the Manila handling agent — they need it to begin queuing the BOQ international clearance the moment the crate lands.

7. BOQ International Clearance (main office, Port Area, Manila). Upon NAIA cargo arrival, present the full document packet to the main BOQ office or the NAIA international cargo BOQ deck for the "Clearance for International Shipment of Human Remains." Fee per current Citizen's Charter — verify on arrival.
8. Embassy consular mortuary documentation. Contact the destination-country embassy in Manila to obtain the consular mortuary paperwork:
   • US citizens → US Embassy Manila (ACSInfoManila@state.gov) issues a Consular Mortuary Certificate, free of charge. COTC signs and notarizes the Affidavit of Foreign Funeral Director ourselves (the embassy accepts our affidavit as part of the packet — it is not issued by the embassy). Verify case-by-case whether the embassy needs to see remains.
   • Non-US citizens shipping TO the US → CDC 42 CFR § 71.55 (Aug 2020 rule) governs entry. No special CDC permit is required for properly embalmed remains in a leakproof container unless death was from a quarantinable communicable disease. Confirm cause of death is not on the current Executive Order quarantinable list before shipping.
   • Other destinations (KR, JP, CN, AU, UK) → contact the respective embassy's consular/mortuary section to confirm document set. Most accept Embalmer's Cert + Mortuary Cert + Non-Contagious Disease Cert + PSA Death Cert. Verify each case — embassy requirements drift.
9. International cargo booking — TSA Known Shipper compliance. Book Manila (MNL) → destination via a certified mortuary cargo broker in Manila. For shipments to the US, TSA's Known Shipper rule applies to the origin (Philippine) shipper — COTC or the broker must be registered as a Known Shipper with the chosen carrier (PAL Cargo, United Cargo, etc.). Common misconception: the receiving US funeral home does not need a Known Shipper Number for inbound international cargo — that requirement is on us at origin. Don't propagate the wrong claim to the receiving partner; it confuses them.

10. Hand-off to receiving funeral home. Confirm with the consignee that they are ready to:
    • Clear US Customs (CBP) — present original document package; CBP will not release remains to family directly.
    • If destination is California: obtain the VS-9 Permit for Disposition of Human Remains from the destination county registrar (e.g., San Bernardino County Vital Statistics for Twentynine Palms — (909) 381-8990). The receiving CA funeral home obtains the VS-9 — not COTC.
    • Coordinate ground transport from airport to family destination.
    Send the consignee scanned PDFs of the entire packet 24 hours before flight departure so they can pre-clear customs.

To file the Death Certificate with the Local Civil Registrar within the legal 30-day window (RA 3753 — Civil Registry Law), enabling issuance of the burial permit.

Funeral directors and documentation staff handling LCR submissions.

• SOP: Burial / Cremation Permit Processing
• SOP: Medico-Legal & Unnatural Death

1. Obtain a certified Death Certificate. Natural death: attending physician signs the Cause of Death section. Unnatural/violent death: PNP or NBI Medico-Legal Officer certifies. All required fields must be complete — the LCR will reject an incomplete form.
2. Verify all fields before submission. Check: full name, date and place of birth, date and place of death, cause of death, informant name and signature (next-of-kin), civil status, citizenship, residence address. Missing fields = rejection.
3. Submit to the Local Civil Registrar. File at Bacolod City Hall (LCR) within 30 days of death (RA 3753). Bring the original DC plus two photocopies. Pay the registration fee.
4. Secure a certified true copy for the case file. Request a CTC from the LCR immediately after registration. This LCR-issued copy is available on the spot and is needed for the burial permit.
5. Inform family about PSA timeline. The LCR forwards the registered DC to PSA. The family can obtain a PSA-certified copy approximately 6 months after LCR registration. Inform them early so they do not come back expecting COTC to provide it.

To obtain the Burial or Cremation Permit from the LCR before interment, ensuring legal compliance and preventing delays at the cemetery.

Funeral directors and documentation staff.

• SOP: Death Certificate Filing
• SOP: Medico-Legal & Unnatural Death

1. Confirm Death Certificate is registered. The burial permit is issued only after the Death Certificate has been accepted and stamped by the Local Civil Registrar. Do not apply for the permit until you have the LCR-stamped DC.
2. Apply at the LCR or Local Health Office. Present the registered Death Certificate and the cemetery or crematorium reservation/authorization. Pay the permit fee. Processing is normally same-day or within 1 business day.
3. Collect the Burial Permit. Receive the original Burial Permit. Do not leave without it — the cemetery will refuse the cadaver without this document.
4. Schedule the interment. Only confirm the interment date and time after the Burial Permit is secured. Enter the date in COTC to trigger notifications to the team.
5. Surrender permit to cemetery on interment day. The original Burial Permit must be handed to the cemetery or crematorium upon arrival. Keep a photocopy in the case file.

To collect payment accurately, issue BIR-compliant official receipts, and record all transactions in COTC for financial accountability.

Cashiers, funeral directors, and finance staff.

• SOP: Client Intake & Documentation
• SOP: Senior Citizen / PWD Discount
• SOP: Building & Saving the SOA

1. Build the SOA in the system. Open the case in COTC and go to the SOA Builder tab. Add all services, casket, chapel days, and applicable discounts. Do not collect payment before the SOA is built and reviewed with the family.
2. Present SOA to family. Walk the family through the SOA: total, inclusions, chapel charges, balance due. Answer all questions before proceeding. Print a copy if requested.
3. Collect payment and issue OR. Accept payment (cash, check, bank transfer). Issue the BIR-registered Official Receipt immediately. Never accept payment without issuing a receipt.
4. Record payment in COTC. Go to Revenue & AR in the Financials tab. Enter the payment amount, type (PARTIAL or FULL), and date. The SOA balance updates automatically.
5. Track balance — let the system decide PAID/PARTIAL. COTC derives the PAID/PARTIAL status from the actual SOA balance — not from a manual flag. When the balance reaches zero, the case shows PAID automatically. Do not override this manually.
6. Record disbursements. If cash collected is used for operational expenses (fuel, cotton, food), record each item in the Disbursement Breakdown panel of the revenue row. This creates a tracked expense entry automatically.
7. Remit leftover to management. After all disbursements are recorded, use the Remit Leftover button to forward the remaining cash. This creates a Remittance record automatically — no double entry needed.

To apply the 20% SC/PWD discount correctly under RA 9994 (Senior Citizens) and RA 10754 (PWD) and maintain BIR-compliant documentation to protect the company during tax audits.

Cashiers and funeral directors handling discounted service billing.

• SOP: Payment Collection & SOA Issuance
• SOP: Client Intake & Documentation

1. Verify eligibility. Ask the family to present: OSCA-issued Senior Citizen ID or PWD ID card, plus one government-issued ID. Both must be shown and verified in person. Photocopies alone are not acceptable for initial verification.
2. Compute the discount. The discount is 20% on qualifying COTC service fees. It does not automatically apply to third-party add-ons (e.g., flowers, transport from other providers) unless they are part of the COTC bundled package.
3. Apply in SOA Builder. In the COTC SOA Builder, select the SC/PWD revenue type for the applicable line item. The system records it under the correct BIR classification automatically.
4. Photocopy and file the ID. Photocopy the SC/PWD ID and attach it to the case file immediately. This is required for BIR audit purposes. Without it, the discount claim may be disallowed.
5. Issue OR with correct discount notation. The Official Receipt must reflect the SC/PWD discount as a deduction, not simply as a lower total. This is the format BIR requires.

To open a unique case ledger in the COTC system the moment we accept responsibility for a deceased — so every downstream record (intake, SOA, payments, chapel, FSC) lives under one contract number.

Intake officers, funeral directors, and first-call dispatchers.

• SOP: Standard First Call & Cadaver Pickup
• SOP: Building & Saving the SOA
• SOP: Client Intake & Documentation
• SOP: Medico-Legal & Unnatural Death

1. Start from First Call (preferred path). When a family or hospital calls for pickup: open First Call in the sidebar → Add Entry. Fill deceased name, contact person, location, and cause of death (if known). Save. This creates an intake_log entry and triggers the 🚨 New First Call Telegram alert.
2. Convert to a full case. Once the body is in transit or received, open the intake entry and click Convert to Case. Confirm the auto-generated contract number — this number stays with the case forever and prints on every receipt, SOA, and FSC.
3. Alternative: create case directly. If the body is already on premises and no first-call entry exists: go to Cases → Add Case. Use this only for walk-in / hospital-transfer cases where no field dispatch happened.
4. Fill required fields immediately. Deceased full name, date of death, place of death, next-of-kin name + phone + relationship, service type (regular / BB FREE / pre-need), and cause of death. Missing any of these will block FSC generation and Burial Permit processing later.
5. Flag medico-legal early. If the case is suicide, accident, homicide, or any unnatural death — tick the medico-legal flag on the case form. This locks chapel scheduling and embalming until Form ML-02 is signed. See the Medico-Legal & Unnatural Death SOP for the full hold sequence.
6. Verify Telegram fired. Within 30 seconds the team Telegram group should receive a 🕊️ New Case notification. If it didn't, check whether old_record webhook config drifted (see Telegram SOP).

To produce the family's billing document — listing casket, chapel days, services, and discounts — and to lock the agreed contract amount into the case record.

Funeral directors, cashiers, and intake officers building the family's contract.

• SOP: Payment Collection & SOA Issuance
• SOP: Senior Citizen / PWD Discount
• SOP: Chapel Assignment & Room Setup
• SOP: Creating a New Case

1. Open the case → SOA tab. From Cases, click the case row, then the SOA tab. If the SOA was already saved, you'll see it locked — click Edit to make changes.
2. Pick the package or casket. Select the casket model (Bulto, half-glass, ordinary wood, etc.) or a bundled package. If "BB FREE" or "babywood" — system auto-marks the case as PAID (free service).
3. Add chapel + days. Pick chapel key (C1–C5 main / ANXA–ANXE annex / HOUSE). Set start date and number of days. The chapel rate auto-applies: ₱2,000/day if bundled with a casket package; ₱3,500/day for chapel-only or "Individual Days" mode.
4. Apply SC/PWD discount if eligible. Tick the SC/PWD line and enter discount amount. Verify ID before applying — see the SC/PWD SOP. The system records this under the SC_PWD revenue type for BIR compliance.
5. Review the computed totals. Check Contract Amount, Total Paid (if any payments already recorded), and Balance Due. Walk the family through this before saving.
6. Click "Generate & Save" — once. One click writes soa_data, contract_amount, chapel_no, payment_status, and soa_finalized_at in a single atomic DB update. Do not click multiple times — do not navigate away mid-save.
7. Verify Chapel Board sync. Open the Chapel Board. The chapel you assigned should now show this case under the correct chapel slot within 1–2 seconds (Realtime). If not, click Refresh — it re-fetches from the DB, not from local cache.

To record incoming cash, log where any of that cash got spent on the same day, and forward the leftover to management — all in one accountable flow with no double entry.

Cashiers and operations coordinators handling family payments.

• SOP: Building & Saving the SOA
• SOP: Payment Collection & SOA Issuance
• SOP: Senior Citizen / PWD Discount

1. Accept payment + issue OR immediately. Never accept money without issuing a BIR-registered Official Receipt the same moment. Cash or check — issue OR right away.
2. Open Financials → Revenue & AR. Find the case row. Click to expand. Enter the payment amount, type (PARTIAL or FULL), and date. The SOA balance updates automatically. Stamp shows "Signed on as: [your name]" for accountability.
3. Let the system decide PAID/PARTIAL. Do not manually flip the status. resolvePayStatus() derives it from actual balance. Multiple PARTIAL payments that zero out the balance show as PAID automatically — that's correct behavior.
4. Open Disbursement Breakdown (same revenue row). In the expanded panel: Collected / Disbursed / Remaining figures appear. Click Add Disbursement to log each cash outlay: what (cotton, fuel, food, transport), where, date, amount. Each row inserts into expenses as a DRAFT entry.
5. Fill BIR fields on disbursements when you have receipts. A draft disbursement shows in the Disbursements tab with the DRAFT pill until all four BIR fields are filled: Supplier Address, TIN, OR#, Account Title. Once complete, the row auto-flips to non-draft. The Disbursements tab badge counts pending drafts so you don't miss them.
6. Remit leftover to management. When the remaining figure is settled, use Remit Leftover: pick recipient (cash custodian or bank), enter type. This creates a cash_remittances row with source_revenue_id linking it back to this payment. The Remittance tab shows it automatically — no second data entry.
7. Cross-check at end of day. Revenue & AR total – Disbursed total – Remitted total = 0 for every row that's been closed out. Anything not zero is either an unfinished draft or unremitted leftover.

To give every staff member a single live view of which chapel is occupied by whom — eliminating double-bookings and "is C3 free?" radio calls.

All staff. Most relevant to funeral directors and chapel coordinators.

• SOP: Chapel Assignment & Room Setup
• SOP: Building & Saving the SOA

1. Read the board. Sidebar → Chapels. Each chapel tile shows: deceased name, contract number, start/end dates, and remaining days. Empty tiles are available.
2. How occupancy gets there. Saving the SOA with a chapel field writes chapel_no on the case (C1–C5 / ANXA–ANXE map to "Chapel 1"…"Chapel E"; HOUSE is skipped from the board). The board listens on Realtime — saves appear within 1–2 seconds.
3. Refresh = true DB re-fetch. The Refresh button doesn't just re-render the screen — it calls loadCases() to pull fresh data from the DB. Use it if you suspect another device's change didn't propagate (rare but possible if Realtime drops).
4. Sync from Contracts (catch-up for old cases). Cases whose SOA was saved before the chapel-sync fix may have empty chapel_no. Click Sync from Contracts — it walks every active case and pushes soa_data.chapelKey → chapel_no for any mismatches. Safe to run repeatedly.
5. Clear assignment after interment. Once the family has departed and the chapel is cleaned, archive the case or clear the chapel field. The board updates automatically and the slot shows available.

To produce the printed FSC document that the family signs — pulling all required fields directly from the case so there's nothing to re-type.

Funeral directors and intake officers.

• SOP: Client Intake & Documentation
• SOP: Payment Collection & SOA Issuance
• SOP: Building & Saving the SOA

1. Documents → FSC & Forms. Open the Documents tab from the sidebar. The FSC Generator panel is on the FSC & Forms tab.
2. Search and select the case. Type deceased name or contract number in the search box, then pick the case from the dropdown. The read-only preview panel will populate with deceased name, contractee, date, casket, contract price, balance due, cemetery / burial date, and contact number.
3. Fill payment amount + note (optional). If the family is making a payment with this FSC, enter the amount. Leave blank to print as a blank line for handwritten entry. Use the note field for things like "9,000 Senior" or "CMO AICS".
4. Pick contract type + tracking number. Contract type: COTC (standard) or CMO AICS (DSWD/CMO assistance cases). Tracking number: leave blank to auto-assign sequential, or override manually if you're aligning with a paper logbook.
5. Preview vs. Generate & Save. Generate FSC opens the document for print only — useful for double-checking. Generate & Save opens for print AND writes an FSC record (visible in the FSC Records table below). Always use Generate & Save for actual issuance; use Generate only for preview.

To centralize all HR functions — 201 records, payroll, leave, vale advances, discipline, and government remittances — under PIN-controlled access for the three HR admins.

HR admins only: Gigi, Messiah, Lovewyn.

• SOP: Filing Weekly Payroll
• SOP: Staff Safety & Biohazard Handling

1. Access. Open hr.html from the deployed URL or from the COTC sidebar HR link. The portal uses its own PIN auth — not the Supabase login. Each admin has a personal PIN. Lock the portal when stepping away (Lock button top-right).
2. Tabs. Inbox (read-receipts), 201 Vault (5-doc compliance per employee), Contracts & NDA, Vale (advances), Live Payroll, Leave (approval only — submission is in OPS), Discipline log, Gov Remittances (SSS/PhilHealth/Pag-IBIG), 13th Month accrual, and Reports.
3. Leave & Vale are approval-only. Employees submit Leave and Vale requests from OPS (ops.html) → Requests tab. HR sees them here for approval. Don't enter requests directly in HR — that bypasses the policy guards (cert for sick > 3 days, SIL tenure check, Solo Parent ID check) which only run on the OPS submission form.
4. Payroll → Financials auto-sync. Saving a payroll record as PAID auto-creates a SALARIES_WAGES expense in the index.html Financials tab via a Postgres trigger. Don't double-enter in expenses. See the Filing Weekly Payroll SOP for the full process.
5. Gov Remittances & 13th Month auto-sync too. "Remit" button on each Gov Remittance month creates an EMPLOYEE_WELFARE expense via trigger. "Release 13th Month" on the ledger modal creates a SALARIES_WAGES expense. Both bypass RLS via SECURITY DEFINER — that's intentional, since HR uses PIN auth (anon role) which cannot INSERT into expenses directly.
6. 201 Vault enforces the 5-doc minimum. Every employee record must have: Resume, NBI Clearance, Police Clearance, Barangay Clearance, and a recent ID photo. The Vault tab flags missing documents in red. Update before any audit or DOLE inspection.

To compute and release each employee's weekly pay correctly — applying the Monday→Sunday cycle, individual daily rates, holiday/rest-day pay, and any active vale deductions.

HR admins only.

• SOP: HR Portal — Overview & Access

1. Pay period rule. Every pay period runs Monday (start) → Sunday (end). Payday = end + 1 = following Monday. The Advances ledger displays the payday Monday, not the start Monday — that's intentional, to match the HR sample ledger.
2. Open HR → Payroll → Add Record. Pick the employee. Pay period start auto-snaps to the most recent Monday. End auto-fills to +6 days (Sunday). Payroll month groups by the payroll_month field — important for end-of-year boundary cases.
3. Enter days worked + daily rate. Daily rate pulls from the employee's profile (₱525 default; Jafe ₱700; Benjie ₱400). Days worked × rate = base. All inputs are auto-clamped to ≥ 0 — typed negatives won't compute.
4. Add holiday/rest-day pay if applicable. Holiday Extra (HE): regular holiday pay. Rest Day Pay (RD): work performed on the employee's rest day. The DB stores holiday_extra_pay = HE + RD as a single field; the edit dialog re-splits them so RD doesn't double-count on re-save.
5. Apply vale deductions. If the employee has an active vale (cash advance), the installment auto-pulls from the advances ledger for that pay period. Net pay updates live. If net pay goes negative, the system blocks the save with a toast — adjust deduction amount or split across multiple periods.
6. Mark PAID → Financials sync fires. Saving the record as PAID triggers tr_sync_payroll_to_expense (Postgres SECURITY DEFINER) — a matching SALARIES_WAGES expense appears in index.html Financials within seconds, linked by payroll_record_id. Idempotent: re-saving the same record updates the linked expense, doesn't duplicate.
7. Release cash + sign the ledger. Print the payslip. Hand cash (or initiate bank transfer). Get the employee's signature on the physical ledger. Photograph signed ledger and attach to the case file if it's a contested period.

To explain which DB events fire which Telegram alerts so staff know what to expect — and what to check when an expected notification doesn't arrive.

All staff (for awareness); admins (for troubleshooting).

1. Wait 30 seconds first. Telegram delivery can lag 10–30 seconds at peak. Don't troubleshoot before the minute is up.
2. Confirm the DB row was actually written. If the page didn't show the new case/task on refresh, the INSERT itself probably failed — that's a DB issue, not a Telegram issue.
3. Check the Edge Function logs (admin). Supabase Dashboard → Edge Functions → notify-telegram → Logs. The function throws on Telegram API errors, so failures show with the response body. Common causes: bot token rotated, group chat ID changed, network blip.
4. DM not received? Check display name + UUID. The function looks up the recipient by user_profiles.user_id = assigned_to (UUID) first, then falls back to ilike match on display_name. If both lookups fail, the DM silently drops. Open the assignee's user_profiles row and verify telegram_chat_id is set.
5. Duplicate notifications? Check the cases-updates webhook. If old_record isn't included in the webhook payload, the function can't detect what changed. Supabase Dashboard → Database Webhooks → notify-case-updates — make sure "Include old record" is on. The function early-returns if old_record is missing (safety net) so missing config shows up as no notifications rather than duplicates.