Specialized Information for:

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

Training Programs and In-services



Advocates for Residents' Rights

(1994) 16 Minutes. NORC.
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. 

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.

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 facility.

  • 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.

Abuse and Neglect

  • 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

Care Issues


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



Culture Change

Diversity Awareness

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

Residents' Rights

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