Case Initiation Responsibility Guide
Prepared for Eternal Horizon Admin Operations
Purpose
- This guide defines the responsibilities of the Admin, Assigned Transport Partner, and Assigned Documents Partner when a family initiates a repatriation case through the Eternal Horizon app.
- It gives a clear operational flow from first family enquiry until final arrival, so every party knows what to do, when to do it, and how updates should be recorded.
1. Role Overview
- Admin: Overall case owner, family communication, partner assignment, case tracking, approvals, cost control, document oversight, and final coordination.
- Transport Partner: Physical handling, collection, transfer, embalming facility movement, airport or cargo centre transfer, and movement status updates.
- Documents Partner: Overseas documentation, embassy or consular coordination, permit tracking, airline or cargo paperwork, and document readiness confirmation.
2. Stage 1 — Family Initiates a Case
- Admin receives the family case details, reviews client and deceased information, creates or confirms the case record, assigns a clear case reference and tracking ID, and acknowledges the family.
- Transport Partner should not begin physical action until assigned by Admin, but may prepare availability, manpower, vehicle, and equipment.
- Documents Partner should not begin external submission until assigned by Admin, but should stand by for country-route instructions.
3. Stage 2 — Admin Reviews and Assigns Partners
- Admin reviews urgency, hospital or mortuary timelines, police or coroner involvement, embassy operating hours, flight availability, and family religious or cultural needs.
- Admin assigns the Transport Partner and Documents Partner in the case record, briefs each partner, and confirms notification preferences.
- Transport Partner confirms availability, response time, manpower, equipment, collection location, and receiving facility.
- Documents Partner reviews country requirements and identifies required documents including death certificate, embalming certificate, sealing certificate, passport copy, consular permit, export or import permit, airway documents, LOA, and insurance or next-of-kin documents where applicable.
4. Stage 3 — Initial Family Follow-Up
- Admin contacts the family, explains the process simply, requests missing information, provides the tracking reference or link, confirms communication preference, and prepares quotations or invoices where required.
- Transport Partner and Documents Partner should not contact the family directly unless authorised by Admin.
5. Stage 4 — Document Collection and Verification
- Admin collects uploaded documents, reviews completeness, uses scanning or checklist tools where applicable, assigns document tasks, stores documents securely, and keeps the family updated.
- Documents Partner checks accuracy, matching names and dates, passport or NRIC numbers, signatures, stamps, document quality, permits, and route requirements.
- Transport Partner provides handling-related documents such as collection confirmation, embalming preparation confirmation, sealing confirmation, facility handover notes, and transport timing confirmation where applicable.
6. Stage 5 — Physical Collection and Transfer
- Admin confirms legal release, correct collection details, family instructions, religious requirements, viewing, clothing, casket selection, embalming, and portal updates.
- Transport Partner proceeds only after Admin approval, verifies identity, records collection time, transfers the deceased respectfully, records movement from and to, departure and arrival times, delays, and submits updates to Admin.
- Documents Partner continues document coordination and alerts Admin if movement depends on pending approval.
7. Stage 6 — Embalming, Preparation, and Facility Handling
- Admin confirms preparation services, coordinates family and partners, updates case milestone, and keeps the family informed.
- Transport Partner confirms embalming, preservation, casket readiness, sealing requirements, preparation start and completion times, and any issues.
- Documents Partner obtains required preparation certificates and confirms wording matches airline, embassy, or destination requirements.
8. Stage 7 — Permit, Embassy, Airline, and Cargo Clearance
- Admin monitors clearance, confirms document submission, confirms flight, ferry, land route, or cargo arrangement, records flight number and estimated arrival, and updates the family.
- Documents Partner leads embassy, consular, airline cargo, funeral authority, health authority, customs, import authority, and overseas receiving funeral director coordination.
- Transport Partner prepares final transfer once clearance is confirmed.
9. Stage 8 — Final Departure Transfer
- Admin confirms the family is informed, documents are cleared, partners are ready, receiving partner is informed, and route schedule is confirmed.
- Transport Partner transfers the deceased to the approved departure point, confirms arrival, completes handover, and reports completion to Admin.
- Documents Partner ensures the correct document set accompanies your loved one and remains available until handover is completed.
10. Stage 9 — In Transit Monitoring
- Admin monitors journey status, updates the family, records flight or movement status, and notifies the family of delays, schedule changes, or arrival updates.
- Transport Partner provides final departure proof or handover confirmation.
- Documents Partner remains available for customs, airline, or receiving country document queries.
11. Stage 10 — Arrival and Final Handover
- Admin confirms arrival, updates the case to final arrival, notifies the family, records final notes, sends final documents or invoices where required, and closes the case only after all tasks are complete.
- Transport Partner confirms final handover if involved.
- Documents Partner confirms destination acceptance and assists with any final document issue.
12. Communication Rules
- Admin remains the main family communication owner and should keep updates respectful, clear, timely, and accurate.
- Transport Partner communicates operational updates to Admin first and should not give family instructions unless authorised.
- Documents Partner communicates document issues to Admin in point form, highlights urgent blockers, and only confirms approvals when officially received.
13. Required Updates at Each Milestone
- Case initiated: Admin creates or verifies the case and acknowledges family; partners stand by.
- Documents in progress: Admin requests documents; Transport Partner provides handling-related document needs; Documents Partner prepares checklist.
- Legal documents filed: Admin notifies family; Documents Partner confirms filings.
- Mortuary preparation: Admin updates family; Transport Partner reports preparation status; Documents Partner confirms certificates.
- Transport scheduled: Admin confirms schedule; Transport Partner prepares manpower and vehicle; Documents Partner confirms documents are ready.
- In transit: Admin tracks movement and notifies family; Transport Partner completes handover; Documents Partner supports clearance queries.
- Final arrival: Admin confirms arrival and closes case tasks; partners confirm final handover and document acceptance where applicable.
14. Standard Partner Update Format
- Case Reference:
- Partner Name:
- Role: Transport / Documents
- Current Stage:
- Action Completed:
- Time Completed:
- Location From:
- Location To:
- Issue / Delay:
- Next Action:
- Photos / Documents Attached: Yes / No
15. Key Principles
- Treat every family case with dignity, urgency, and discretion.
- Do not share unnecessary personal data.
- Do not contact the family directly unless instructed by Admin.
- Record every major update clearly.
- Notify Admin immediately if there is a delay, document issue, identity issue, cost change, or route change.
- Never confirm final departure or arrival until verified.
16. Final Case Closure Checklist
- Admin confirms final arrival, family notification, milestones, stored documents, invoice or quote status, partner payments or notes, and no pending document issue remains.
- Transport Partner confirms all physical handling tasks are completed and provides final handover proof.
- Documents Partner confirms all documentation tasks are completed and submits final remarks to Admin.