Specialized Information for:

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

2016 Trainings & Conference Calls/Webinars

Resident-to-Resident Elder Mistreatment in Nursing Homes: Findings from the First Prevalence Study (February 2016)

This webinar, hosted by Consumer Voice in collaboration with the National Center on Elder Abuse (NCEA), discusses resident-to-resident mistreatment and how to prevent and respond to these incidents. 

Dr. Karl Pillemer, Director, Bronfenbrenner Center for Translational Research, Hazel E. Reed Professor in the Department of Human Development, Professor of Gerontology in Medicine at the Weill Cornell Medical College, shared findings, recommendations, and best practices from his research regarding the prevalence of resident-to-resident elder mistreatment in nursing facilities. Consumer Voice staff shared information and resources to help increase awareness of these incidents and demonstrate how individualized care is critical in preventing and responding to resident-to-resident mistreatment.

The slides for this webinar can be downloaded as a PDF.

Additional Resources

Brochure for Consumers on Resident Mistreatment
This brochure (and large font fact sheet), a product produced by the National Consumer Voice for Quality Long-Term Care in collaboration with the National Center on Elder Abuse, identifies mistreatment, shares information about an individual’s rights, and offers resources where they can seek help. The brochure and large font fact sheet can be purchased in bulk from the Consumer Voice store

Hebrew Home at Riverdale- Research Division R-REM Online Training

LTCO Advocacy: Resident-to-Resident Aggression - (Technical Assistance Brief) - (February 2016)

Resident-to-resident aggression is a serious issue that has a significant negative impact on all residents involved, but incidents are often not reported and investigated. The purpose of this brief is to provide an overview of resident-to-resident aggression in order to assist Long-Term Care Ombudsman (LTCO) programs in effectively responding to complaints involving resident-to-resident aggression, as well as help prevent RRA and reduce the prevalence of these incidents. Click here to view the brief.

Effective Training, Oversight, and Communication: Key Practices to Support Volunteer LTCO and Minimize Risk

Our webinar last year discussed risk management related to volunteer recruitment, screening, and initial certification training and this webinar continues the discussion about how risk management applies to every aspect of managing and supporting volunteer long-term care ombudsmen. This webinar demonstrated how oversight of volunteer activities (e.g., facility visits, complaint investigation, consultation, reporting), continuing education training opportunities, and performance evaluation can reduce risk and improve program consistency, effectiveness, and advocacy. 

Presenters: Mary Ann Parker, Interim State LTCO for the DC LTCOP; Kellie Miller, Volunteer Services Supervisor, WI LTCOP; and Sarah Hinzman, Volunteer Ombudsman Program & AmeriCorps VISTA Project Coordinator, IA LTCOP.

NORC Slides

NORC Materials

Mary Ann Parker Slides (DC LTCOP)

Kellie Miller Slides and Materials (WI LTCOP)

Sarah Hinzman Slides and Materials (IA LTCOP)

Additional Information


Ethical Dilemmas in Ombudsmen Practice

The purpose of this webinar is to know key aspects of ethical decision-making, know how to apply LTCO Code of Ethics, have a set of questions to apply to stay grounded in the LTCO role, and know how the LTCOP Rule supports an ethical approach in complaint processing.


Long-Term Care Ombudsman Program Overivew

This webinar was a presentation by Lori Smetanka and provides an overview of the history and responsibilities of the long-term care ombudsman program.