Genevieve speaks with funeral director and author Jay Jacobson about the United Flight 232 disaster, the birth of organized disaster mortuary response, and how crisis, caregiving, and changing technology shaped his leadership philosophy and his book Lead by Legendary Example.

Order Jay's book Lead by Legendary Example (https://a.co/d/01v6wSYw)

Learn more about Jay Jacobson (https://www.jacobsonprostaff.com/)

Key Takeaways

1. Jay’s experience responding to the 1989 United Flight 232 crash as a young funeral director shaped his understanding of crisis leadership and collaboration.

2. Volunteer funeral directors, equipment, and improvised systems in Iowa helped lay groundwork for today’s federal DMORT disaster mortuary teams.

3. He explains how pre‑9/11 airline practices complicated victim identification and demanded extensive forensic and documentation work.

4. Jay’s book grew out of documenting his wife’s prolonged medical crisis, then widened into a story‑driven leadership guide rooted in funeral service.

5. He argues that phones and technology have weakened basic people skills and that future leaders will stand out through presence, empathy, and communication, not just knowledge.