Specialized Information for:

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

2017 Trainings & Conference Calls/Webinars


LTCOP Volunteer Management: Model Materials and Sharing Best Practices

This 90-minute webinar is applicable to all staff representatives who recruit, train, and work with volunteer Ombudsman program representatives. The speakers shared the new model volunteer intake and risk management materials (e.g., application form, interview questions, code of ethics, acknowledgement form) and highlighted recruitment ideas.

Speakers include Amity Overall-Laib, Director, National Ombudsman Resource Center; Carol Scott, Ombudsman Specialist, National Ombudsman Resource Center; and Lenè Garrett, Volunteer Recruitment Specialist, Oregon Long-Term Care Ombudsman Program.


LTCOP Rule: Identifying and Addressing Individual Conflicts of Interest

This webinar was designed to assist Ombudsman program representatives in understanding the Conflict of Interest provisions in the LTCOP Rule and how to apply them in your work. For more information and resources visit the LTCOP Final Rule page.

Speakers include Louise Ryan, Ombudsman Program Specialist, Administration on Aging/Administration for Community Living; Patty Ducayet, Texas State Long-Term Care Ombudsman; Stacey Premo, Director, Ombudsman Program, Toledo, Ohio; and Sara Hunt, NORC Consultant.


LTCOP Rule: Supporting Person-Centered Advocacy - Complaint Investigations and Abuse Reporting

The National Ombudsman Resource Center (NORC) hosted the first webinar of a two-part series on the LTCOP Rule. Speakers included, Louise Ryan, Ombudsman Program Specialist, Office of Long-Term Care Ombudsman Programs, AoA/ACL; Carol Scott, Ombudsman Specialist, National Ombudsman Resource Center; and Jan Brown, Ombudsman Specialist PA Department of Aging.

The objectives of this webinar were to:

  • Understand the complaint process responsibilities as outlined in the LTCOP Rule
  • Remain focused on the primary role and duties of the Ombudsman program:
    • to investigate and resolve complaints, whether on an individual or systemic level,
    • obtain resident consent for ombudsman action,
    • know when and how to disclose information, and
    • remember that the goal is to resolve complaints to the resident’s satisfaction.
  • Stay steadfast to the goal of resolving complaints to the resident’s satisfaction


Medicaid Managed Care 101 for Ombudsman Programs

On January 11, 2017, the National Association of States United for Aging and Disabilities (NASUAD) hosted a webinar on Medicaid managed care for State Ombudsmen and Ombudsman program representatives. This webinar covered basic information about the current status and future directions of state Medicaid Managed LTSS programs; key policy and operational considerations for professionals working with older adults enrolled in these programs; and future directions for these programs. The webinar was presented by Damon Terzaghi, NASUAD’s Senior Director for Medicaid Policy and Planning. Visit the NASUAD website for more information and use the links below to access the slides, recording, and transcript.


Medicaid 201: Managed long-term serivces and supports (MLTSS) for State and Local Ombudsman 

The National Association of States United for Aging and Disabilities (NASUAD) hosted a webinar on Medicaid managed long-term services and supports (MLTSS) and the new Federal requirements for states to offer ombudsman services to managed care enrollees. This webinar was the second in a series on managed care; the first webinar, Medicaid 101 for State and Local Ombudsman, was held in January 2017. Building on the groundwork laid in January, this webinar provided an overview of Medicaid managed long-term services and support (MLTSS) programs across the country; explained the new Federal requirements for MLTSS programs to offer managed care ombudsman services to enrollees; discussed opportunities and challenges of operating a managed care ombudsman program within a State LCTO office; and highlighted the work of the Iowa SLTCO in managing both a State Long-term Care Ombudsman Program and a managed care ombudsman program. The webinar featured NASUAD’s Deputy Executive Director, Camille Dobson, Iowa’s State Long-term Care Ombudsman, Deanna Clingan-Fisher, and Kelli Todd, Iowa’s Managed Care Ombudsman Program Coordinator.