Planning and organization

The dispatcher’s role is essential to the smooth running operations of a funeral home. They are responsible for a variety of tasks requiring impeccable structure:

–          Answer and dispatching calls

–          Taking care of the family in the event of death

–          Plan carrier itinerary

–          Schedule funeral staff

–          Manage repatriations in collaboration with consulates, embassies, translators, etc.

Our kind-hearted dispatchers combine attentive listening and meticulous attention to detail in order to best support each caller and initiate the process to meet their needs as quickly as possible.

A dedicated team, but above all, a human one

Who are our dispatchers?

Valérie

This bubbly woman has always wanted to work in the funeral industry. A former nurse, she worked in geriatrics and palliative care. She dreams of becoming a thanatologist and even funeral director, but for the time being she’s focused on honing her skills as a dispatcher.

Valérie adores her team, which she considers a small family. She appreciates the working conditions and the fact that she can listen to and support families.

She has made it her mission to demystify the reality of death in her environment. She tries to see this process as a stage in the cycle of life, and to unearth the positive that lies at the heart of every situation.

Franco

Retired from the City of Laval, Franco thinks he’s too young to stop working. He has always been at the service of citizens, and decided to keep going in that way by responding to a job offer from Urgel Bourgie.

Being an expert in planning, this was the perfect job for him. For Franco, being at the service of people means listening to them, which he particularly likes, showing empathy and giving the best of himself in order to accompany them. His motto: to serve as I would like to receive.

For Franco, working in the funeral industry brings the satisfaction of helping families through difficult times, to make their path easier.

Jean-Marc

As a child, Jean-Marc was unfamiliar with the funeral industry, but he lived near the Côte des Neiges cemetery. Despite his parents’ prohibition, he used to pass through on his way to Mont-Royal, and found it a haven of peace. Today, he continues to wander through the cemeteries, which he finds calm and peaceful.

Jean-Marc loves the mysterious side of his professional field. He has explored it from every angle, as a funeral bearer, service man and funeral director. He used to fear death, but Urgel Bourgie made him grow, he says.

Having lost his parents, he finds it easy to understand people and their sadness. He’s able to put people at ease by taking the time to listen to their emotions and offer them an environment of trust.

Colleen

After seeing a job offer at Urgel Bourgie, where her husband worked, Colleen was offered a position and was then combining two jobs. When the time came to make a decision, she opted for full-time work in the funeral industry, a choice she has never regretted.

Colleen loves her work. Talking to families, listening to them cry for their loved ones and taking in their emotions brings her great gratification. For her, words have great power. She feels she’s doing her part in society by being there for her neighbor, and that fills her with happiness.

Annaïg

A young French woman new to Quebec, Annaïg arrived in the funeral business in France completely by coincidence. This led her to train and become an expert in the field.

At Urgel Bourgie, she has found a team in which she feels at home. As the funeral industry in Quebec has different practices to those in France, she is discovering new ways of doing things.

In her job, Annaïg likes to feel useful and help families. She finds that it’s a field in which we play things down a lot, which makes a very pleasant working atmosphere. She also likes the diversity of the tasks, mentioning that a funeral home is run like a house: you have to do everything, even mow the lawn.

Frederick

A friend of Frederick’s cousin worked in the service department at Urgel Bourgie, which led him to discover the job opportunities available. He loves his team and excels in logistics. His days are all different, planning routes, managing files with consulates and so on. Frederick is never bored.

The funeral business has tamed him little by little. Frederick is as empathetic as ever, but has learned to be less affected emotionally and physically over time. Today, he is able to understand and take on the pain of others through the quality of his support.

For him, his experience is most rewarding, and he feels grateful to be able to be there when someone is in emotional distress. His most gratifying sign? The THANK YOU he receives at the end of his service to a family.

Michelle

You can see joy on Michelle’s face, manager of the dispatch department, but also of the transport department presented in this other article. Having held various positions at Urgel Bourgie, she has developed many skills.

Michelle appreciates the latitude and support offered by her employer to both management and staff. She loves and is proud of her team.

Her days are all interesting and different, but what she loves most are the challenges of repatriation. In the funeral business, she finds entertainment as well as a great opportunity for personal development.

This team is the backbone of Urgel Bourgie. As well as delivering exceptional work, they bring a real wave of positivity to both families and colleagues.