Where memories live forever

MANILA, Philippines - Sanctuarium is a place where memories live forever.

Death can be a difficult time for the deceased’s family and friends. It is a time of sorrow and grief, but Sanctuarium believes that death can be a celebration of life rather than the tragic loss of a loved one.

“We encourage the family to talk about their loved one, his or her interests and hobbies. We encourage them to share anecdotes about the person they have lost because this way, the sadness that they feel is made better by the happy memories,” says Eugene Cheng, Sanctuarium VP for operations.

For example, each chapel at Sanctuarium has what is called a memory wall, where the family can place pictures, trophies and other memorabilia of their loved one.

Cheng says the memory wall becomes a conversation piece for guests and a way for family members to talk about their loved one.

“It helps in the healing process. Somehow, talking about their loved one makes it less difficult for them,” he explains.

Cheng is in charge of operations and a core group of employees known collectively as Family Service Coordinators, who not only puts together an appropriate funeral arrangement for the bereaved but also cares for the clients throughout the wake.

Operations coordinator Eva Diaz-Ferrer has been with the company since it opened three years ago. She says that a coordinator has to have the heart and temperament for the job.

“It’s not easy but the job is very fulfilling. We take care of the families who have lost their loved ones,” she adds.

Part of being a Family Service Coordinator or FSC is knowing how to express words appropriately to comfort the grieving family.

For example, most people would call it embalming but an FSC will say “body preparation.” Francis Cruz explains that one should never say corpse or bangkay. It is always “the patient” or “the body.” The word coffin can also be offensive, he adds, so one should refer to it as “casket.”

“We always have to remember that these people have been through so much. They need compassion and understanding,” Cruz says.

Diaz-Ferrer explains that the role of an FSC is that of family member, mediator and coordinator rolled into one.

“Part of the job is for the coordinator to help maintain harmony and calmness because the last thing anyone wants is for the family of the deceased to become agitated,” she says.

Diaz-Ferrer says the FSC takes care of the bereaved from the arrangement conference up to the burial or cremation. A coordinator also attends the burial or cremation, prompting many family members to say “Ibang-iba talaga dito sa Sanctuarium.” The coordinators take care of all the necessary permits to relieve the families of the burden of doing so.

The coordinators work in shifts, Diaz-Ferrer explains, and much of that time is spent looking after the families at the Sanctuarium chapels to ensure that their comfort and needs are taken cared of.

“We make sure that it doesn’t reach the point that they have to look for us because they need something. We check on them regularly, on an hourly basis, if possible, because you never know if they need anything,” she says.

But the most fulfilling part of the job is when their clients send a letter, card or e-mail thanking them for “making it easier for us.”

“Then, we know we have done our job well,” Diaz-Ferrer says.

For details, log on to www.sanctua-rium.net or call 415-2255 or 711-2255.