Specialized Information for:

Nursing HomesAssisted Living/Board & Care Home and Community Based Services

Training Programs and In-services



Training for program representatives is critical for maintaining an effective long-term care ombudsman program. Ombudsman programs have asked NORC for available training videos and materials and the list below includes several of the most recent videos and DVDs NORC has either produced or collected. If your program has a video to share, please let us know.

Long-Term Care Ombudsman Casework: Advocacy and Communication Skills
The purpose of this video is to review LTCO complaint investigation procedures and demonstrate resident-directed advocacy and effective communication skills during the complaint process that are applicable to all aspects of LTCO work. This video is intended to be used with the accompanying trainee guide during classroom training for new LTCO. Here is the trainer guide, trainee guide, trainer guide with answers, and link to the YouTube version of the video. You can purchase this video and guide here

Free Video for Ombudsman Program Promotion – What is a Long-Term Care Ombudsman
The Texas Ombudsman Program produced this video for you to use in your own programs. The video gives a short 3 minute overview of the purpose of the ombudsman program and the benefit families can gain if they call their ombudsman when they suspect a problem. The end of the video directs people to visit the NORC website so they can visit our Locate an Ombudsman page and find the contact information for their local program. Watch the video here.

Advocates for Residents' Rights (1994)
16 Minutes. An introduction to the Long-Term Care Ombudsman Program, presented by the late Dr. Arthur S. Flemming. Even though his film is "dated," it provides an excellent overview of the program and stresses the importance of volunteers. 

The Thin Edge of Dignity (June 2014)
Dick Weinman, retired professor of broadcast communications at Oregon State University, author and former radio personality delivers a moving presentation about his experience in an assisted living facil

  • Discussion Guide for Thin Edge of Dignity Video 
    Developed by the Oregon Department of Human Services, Aging and People with Disabilities State Unit on Aging, this guide helps to facilitate a discussion around the video; calling attention to the assisted living setting and the types of person-centered practices that might be put into place to better accommodate older adults and persons with disabilities.

Long-Term Care Ombudsman Casework: Advocacy and Communication Skills (Video and Training Materials)
This video reviews LTCO complaint investigation procedures and demonstrates resident-directed advocacy and effective communication skills during complaint intake, investigation and resolution that are applicable to all aspects of LTCO work. The video is intended to be used with the accompanying trainee guide during classroom training for new LTCO; however, trainers can also use these materials to help experienced LTCO refresh their skills by applying the techniques and procedures discussed in the video to different scenarios. The video has two scenarios and the total length is approximately 35 minutes (22 minutes for the first scenario and 13 for the second). The first scenario shows the process of complaint intake, investigation and resolution and the second scenario demonstrates how a LTCO uses a different strategy to address a complaint that had been previously resolved.

Strength in Numbers: The Importance of Nursing Home Family Councils (DVD)
This DVD provides an overview of the focus, techniques, and strategies of effective family council development. The DVD contains a companion booklet – Program Leader’s Guide with discussion guidance, additional resources, fact sheets, and other information. This DVD can be purchased here.

Voices Speak Out Against Retaliation
Connecticut’s Long-Term Care Ombudsman Program (LTCOP) initiated a statewide work group and also commissioned the University of Connecticut Health Center to study fear of retaliation in skilled nursing facilities. That study concluded that Retaliation and the Fear of Retaliation is a reality in any supportive housing situation. Retaliation can be either egregious or subtle; many forms of retaliation may not even be recognized by residents or staff. Therefore, as one part of a comprehensive awareness initiative, LTCOP designed the Voices Speak Out Against Retaliation training video to acknowledge that Fear of Retaliation is a reality for individuals living in skill nursing facilities. Click here to watch the video and download the resources.

Additional Video Resources

Webinars for LTC Ombudsman In-service Training
Long-Term Care Ombudsman Programs have access to a range of recorded webinars for staff and volunteers. The webinar content is focused on enhancing ombudsman skills and knowledge.  A broad range of topics is covered related to long-term care issues, consumer rights, ombudsman skills building, and more.  Refer to the following list for a sample of webinars that can be downloaded for free.  All range from 60-90 minutes in length and include supplemental materials, such as powerpoints.

Training Videos Used by Ombudsmen (Updated May 2011) This list is a starting point for compiling effective training tools. Thanks to all of the local and state ombudsmen and volunteer coordinators who contributed information for the compilation of this list. Please contact the Ombudsman Resource Center at (202) 332-2275 if your favorite videos are not on this list.


Abuse and Neglect

Abuse, Neglect, Exploitation and Misappropriation of Property

These materials can be used in training by and for Ombudsman program representatives, for members of resident and family councils, facility in-service training, and community education.  

Voices Speak Out Against Retaliation Prompted by a resident question at the VOICES Forum in 2005, Connecticut’s Long Term Care Ombudsman Program (LTCOP) initiated a statewide work group and also commissioned the University of Connecticut Health Center to study fear of retaliation in skilled nursing facilities.  The LTCOP designed the Voices Speak Out Against Retaliation training video to acknowledge that Fear of Retaliation is a reality for individuals living in skill nursing facilities.

The Prevention and Detection of Sexual Assault of Nursing Home Residents - Updated December 2014 Developed by the Nursing Home Ombudsman Agency of the Bluegrass and the Bluegrass Rape Crises Center. This manual and training resource is intended for use by ombudsmen in collaboration with local rape crises programs.

My Body, My Rights

This brochure is a companion piece that can be used by ombudsmen and rape crises programs.

Speak Up!
The Maine Long-Term Care Ombudsman Program developed the following resources for healthcare professionals detailing mandatory reporting requirements as they relate to nursing homes in the state of Maine. 

Responding to Allegations of Abuse: Role and Responsibilities of Long-Term Care Ombudsmen Technical Assistance (TA) Guide (April 2014)
This technical assistance (TA) guide discusses how LTC Ombudsmen can respond to allegations and observations of abuse, neglect and exploitation when the resident does not or cannot give consent to pursue the complaint. In the absence of resident consent, ombudsmen can take other actions to adhere to disclosure requirements and work to ensure the resident receives quality care and is protected from harm. This guide reviews the federal requirements regarding complaint investigations and disclosure, highlights statements from the Administration on Aging, and provides advocacy strategies and additional resources. 

State LTCO Program Policies, Procedures and Practices (April 2014)
This resource supplements the TA Guide titled “Responding to Allegations of Abuse: Role and Responsibilities of Long-Term Care Ombudsmen” and provides examples of statewide LTCO program policies, procedures and practices regarding responding to complaints involving abuse.



Nursing Homes: Getting Good Care There
Training Manual and PowerPoint (You Can Make a Difference)

Massachusetts LTCOP: Appropriate or Not? (worksheet)

"Put a STOP to Poor Care" brochure
This brochure, produced in collaboration with the National Center on Elder Abuse (NCEA), includes indicators of quality care, warning signs, red flags of potential abuse, and advocacy tips to address concerns. Regardless of where an individual receives long-term care services and supports they are entitled to receive quality, person-centered care, and this brochure was designed to help consumers understand quality care, learn how to identify issues, and gain action steps to advocate for the care they need and deserve. Long-term care ombudsmen (LTCO) could distribute this brochure during their visits, use it as a training tool during in-service training for facility staff, and share it with members of Resident and Family Councils. This brochure can be downloaded in different formats here and here.

Put a STOP to Poor Care Webinar
This Consumer Voice webinar was held in collaboration with the National Center on Elder Abuse (NCEA) in order to provide a basic framework to help long-term care residents, their family members, and other advocates identify quality care and potential issues. Regardless of where an individual receives long-term care services and supports they are entitled to receive quality, person-centered care. The webinar presenters identify indicators of quality care and warning signs of poor care, provide communication tips, and share advocacy strategies to help consumers, family members, and others advocate for individualized care. Presenters also share available resources to assist in advocating for quality care and review the role of the Long-Term Care Ombudsman (LTCO) Program and how to seek assistance from the LTCO program.

The slides for this webinar can be downloaded as a PDF or as a PowerPoint

Assisted Living/ Board and Care/ Personal Care Homes

Adult Family Home Specialty Training - developed by the Washington State LTCOP

Translating NH Ombudsman Skills to Assisted Living and Teaching Guide (NORC)
Designed to enable ombudsmen to become more effective advocates for residents in assited living facilities.

Uses of Mediation in Assisted Living and Some Advice Thrown In - (NASUA for NORC)
This paper outlines a way for ombudsmen to explore and appreciate the major risk factors for disputes with relation to assisted living, and shows how mediation fits into the picture. Includes strategies for identifying and untangling underlying problems, opening a dialogue, and negotiation “gain-gain” solutions are examined via role play and group discussion.

PPT Training for Ombudsman on Assisted Living - developed by the Nebraska LTCOP

Care Issues

Hydration Training - Texas LTCOP
Includes a PowerPoint Presentationfact sheets and other handouts to train and provide resources for ombudsmen and direct-care staff.

Restraint-Free Care in California - Training Guide and PowerPoint Presentations (Facts and Strategies: Restraint Free Care is the Standard and Promoting Quality: Opportunities for Advocates to Make a Difference (developed by Consumer Voice)


All Things Media (June 2016)
Prezi presentation created by the Texas LTC Ombudsman Program.

Working with Families: Tips for Effective Communication and Strategies for Challenging Situations
(Updated July 2014) This paper and supplemental resources provide tips, resources and strategies to help ombudsmen improve their skills in working with families. The paper reviews key communication techniques that are important for ombudsmen in their interactions with and communicating their role to families and discusses examples of challenging situations and strategies for assisting families during those situations. The appendices include materials for ombudsmen to use to help family members enrich their communication skills related to problem solving, inform them about their rights and the facility’s responsibilities, and teach them how to self-advocate.

The recording, PowerPoint slides, scenarios and discussion questions from the March 2013 webinar based on this paper:

This webinar addresses how LTCO work for residents while working with family members. We discuss why it is important for Ombudsmen to work with family members, provide tips for effective communication and share resources to help LTCO teach self-advocacy and empower family members.

In addition to sharing those tips and resources we review strategies for challenging situations and the participants discuss scenarios, respond to discussion questions and share their experiences in working with families.

The communication tips, resources and strategies reviewed in this webinar can be adapted and used when working with residents, resident’s legal representative and other individuals.

Presentation Slides


Miscommunication Training - (Missouri LTCOP for Regional Volunteer Ombudmen): Participant Training ManualParticipant Training PacketEvaluationPowerPoint

Texas LTCOP: Walking the Fine Line PPT

Texas LTCOP Presentation on Media Relations for Staff Ombudsmen


Handling Conflict - Pickle Preparation - (MO LTCOP for Regional Volunteer Ombudsmen):Participant Training ManualParticipant Training PacketEvaluationPowerPoint

Culture Change

Pioneer Network Conference Intensive: LTCOP Innovative Practices: Incorporating Person-Centered Care in Ombudsman Training, Complaint Investigation and Advocacy (September 2012)

Culture Change Inservice (NORC)

Diversity Awareness

Diversity Awareness Training - (MO LTCOP for Regional Volunteer Ombudsmen): Participant Training ManualParticipant Training PacketEvaluationPowerPoint

Long-Term Care Ombudsman Program

The Long-Term Care Ombudsman Program: History, Role and Responsibilities (January 2016)

This presentation provides a general overview of the Long-Term Care Ombudsman Program (LTCOP) highlighting the history, role and responsibilities of the program. Every state has a LTCOP, but each state operates their program differently. Therefore, this presentation will only address the program responsibilities required by federal law so the information is applicable in every state. At the conclusion of this presentation you should have an understanding about what the LTCOP does, who Long-Term Care Ombudsmen (LTCO) represent and how to work with the LTCO. LTCO can use this presentation when training potential LTCO, during Resident Council and Family Council meetings, community education, and in-services for facility staff.

Mental Health

Mental Health Ombudsman Training Manual (Developed by Dr. Susan Wehry for the NY LTCOP in 2004):

Ombudsmen in Home Care

Home Care Currciulum for Ohio Ombudsmen
The training curriculum for Ohio LTCOP includes a section on advocacy in home care. Ohio is one of the few states where ombudsmen have the authority to advocate for individuals receiving care. The curriculum on home care advocacy along with other types of long-term care advocacy.

Resident/Family Council Development

Family Council Development Inservice

Residents' Rights

Project Visibility - LGBT Elders

“Project Visibility: Person-Centered Care for LGBT Older Adults” is now available 24/7 as a web-based training. This free 30-minute interactive course is designed for managers and employees of nursing and assisted living homes, and home health care agencies. The goal of Project Visibility is to co-create an aging services community that is informed, sensitive to, and supportive of LGBT elders. The course reviews LGBT history and terms, and teaches skills we hope will open the hearts and minds of those caring for this often invisible population.

Resident Rights Report Sheet for 2011

LTCF handout

Resident Rights 2011 training

Residents' Rights Inservice

Considerations Regarding the Needs of Long-Term Care Residents for Intimate Relationships and Sexual Activity – Carol Scott, Kansas City, MO: Center for Practical Bioethics.2007

Sexuality and Intimacy in LTC Facilities
Developed by Julie Button and Amy Panosh of the WI Board on Aging and LTC Ombudsman Program. Note that the consent piece of the presentation pertains only to WI case law. It is important that other states are aware of this and may need to do research on their consent laws in their state.

Guidelines for Resident Rights-Problem Solving Presentation (for up to 20 people) - A Tutorial for Ombudsmen

Guidelines for Large Group (30-150 staff) Resident Rights Presentation - A Tutorial for Ombudsmen

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