Ombudsman Compendium - Training Appendices

Appendix A - Elements of Basic Training

• NASOP Code of Ethics
• Principles for Decision Making
• Equipping Long-Term Care Ombudsmen for Effective Advocacy - Curriculum Overview
• Guidelines to Adult Learning

Appendix B-1 - Training Agendas

• Georgia Training Requirements (GA SLTCOP)
• Ohio State Training Agenda (OH SLTCOP)
• Volunteer Training Agenda (Salt Lake County, UT LTCOP)
• Volunteer Training Agenda (KIPDA District, KY LTCOP)
• Volunteer Training Agenda (Snohomish County, WA LTCOP)
• Day One Volunteer Training Agenda (OK LTCOP)
• Day Two Volunteer Training Agenda (OK LTCOP)
• Statewide Mandatory Training 2017 (TX LTCOP)
• Statewide Mandatory Training 2018 (TX LTCOP)
• Training Calendar 2019 (TX LTCOP)
• Training Retreat (WA LTCOP)

Appendix B-2 - Training Tools/Exercises

Role of the Ombudsman:

• Ombudsman: Frequent Misconceptions (OR SLTCOP Training Manual)
• Volunteer Dos and Don'ts (WI SLTCOP Training Manual)
• Advocate's Responsibilities in Problem Solving (OK LTCO Training Manual)
• Appropriate Ombudsman Volunteer Activities (OK LTCO Training Manual)
• Ombudsman Volunteer Rules and Guidelines (OK LTCO Training Manual)

Communication Techniques:

• Ombudsman Effectiveness Handout (OR LTCO Training Manual)
• Persuasion and Communication Handout (OR LTCO Training Manual)
• Ombudsman Logic Handout (OR LTCO Training Manual)
• Listening Dos and Don'ts (OK LTCO Training)
• Basic Interviewing Skills Handout (OR SLTCOP Training Manual)
• Non-Leading Interviewing Techniques Handout (WI SLTCOP Volunteer Training Manual)
• Interviewing a Resident Handout (OK LTCO Training Manual)

Quizzes & Exercises:

• "Name that Right" Quiz (Snohomish County, WA LTCOP)
• LTCOP True or False Questions and Answers (Snohomish County, WA LTCOP)
• What Do You Know About Aging? Quiz and Answer Sheet

Unique Items to Enhance Training:

• Rogue or Zombie: Both Gotta Go! (handout by Dr. Wayne Nelson)
• How Many Ombudsmen Does it Take to Change a Light Bulb?

Appendix B-3 - Case Studies

For Basic Training - Role of the Ombudsman:

• Cases to Discuss (OH SLTCOP)
• Case Studies (Snohomish County, WA LTCOP)
• Investigation Case Studies (OR LTCOP)
• Case Planning Worksheet/Exercise (LA SLTCOP)
• Concerned Visitor Exercise (LA SLTCOP)
• Problem Resolution Case Studies (OR LTCOP)
• Residents' Rights Case Studies (OR LTCOP)
• Involuntary Transfer Case Studies (OR LTCOP)

For Continuing Education/Skill Refinement:

• Case Study: Mrs. Smith (OH LTCOP)
• Scripted Role Plays (MO SLTCOP)
• National Ombudsman Reporting System Training Materials Overview

Appendix B-4 -Self-Study or Homework

• Training Videos Used by Ombudsmen
• Supplemental Reading List
• Self-Study Module (Salt Lake County, UT LTCOP) - Confidentiality

Appendix B-5 - Mentorships/Internships

• Volunteer Ombudsman Training - Mentoring Protocol (ID SLTCOP)
• Ombudsman Trainee Internship Materials (IN SLTCOP)
• Ombudsman Trainee Internship Evaluation (LA SLTCOP)
• Volunteer Shadow - Evaluation Used by Observer (Salt Lake County, UT LTCOP)
• Shadowing Experience Evaluation - Used by Volunteer (Salt Lake County, UT LTCOP)

Appendix C-1 - Organizational Tools

• Volunteer Placement Conference (TX SLTCOP)
• Format for Volunteer Ombudsman Placement Meeting (Northern VA LTCOP)
• Ombudsman Volunteer Checklist (HI SLTCOP)
• Volunteer Advocate Orientation Verification (MN SLTCOP)
• Volunteer Ombudsman Monthly Report Form (WI SLTCOP)
• Long-Term Care Ombudsman Training Hours & Certification Checklist (WV SLTCOP)

Appendix C-2 - Certification Materials

• Content and Administration of Certification Exams (OH SLTCOP)
• Certification Requirements for Long-Term Care Ombudsmen (GA SLTCOP)
• Sample Case Studies with Essay Questions (OH SLTCOP)

Appendix C-3 - Program Evaluation Tools

• New Volunteer Training Evaluation (Snohomish County, WA LTCOP)
• Statewide Conference Evaluation
• Statewide Conference Evaluation - Sample using Likert Scale
• Designation and Service Review (OH SLTCOP)

Appendix C-4 - Designation/Certification Processes

• Ombudsman Designation Letter (OK SLTCOP)
• Sample Designation Letter to New Volunteers (MN SLTCOP)
• Request for Renewal of Ombudsman Designation (MN SLTCOP)
• Volunteer Advocate Request for Renewal of Designation (MN SLTCOP)

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