Specialized Information for:

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

Volunteer Ombudsman Program Management

NORC Resources

Volunteer Management: Using a Logic Model (2017 Consumer Voice Annual Conference, Pre-Conference Intensive Webinar)

Getting the Most Value from LTCO Volunteer Representatives (2016 Consumer Voice Annual Conference, presented by: Legal Counsel for the Elderly)

Volunteer Risk Management Considerations for LTCOPs Worksheet 

This worksheet provides key points to consider regarding risk management for LTCOPs. The chart highlights areas of risk and tips to reducing risk to help LTCOPs evaluate their programs to identify potential risk, review current program practices, and develop recommendations for improvements. This worksheet is also available as a Word document.

Working with Today’s Volunteers: How to Fully Utilize Their Skills While Minimizing Risk (October 2013)

This session from the 37th annual Consumer Voice conference explains how volunteerism is changing and how people want meaningful volunteer experiences, but on their own terms and schedules. In order to benefit from the expertise of today’s skilled volunteers, programs and organizations must be ready to fully engage and support these volunteers and limit risk as volunteer roles and responsibilities expand. Learn how to make sure your program is ready to work with these volunteers by decreasing and managing risk and explore innovative practices for recruiting and engaging today’s volunteers.

Session material:


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State Volunteer Ombudsman Training Manuals

New York

District of Columbia

Study of the CA LTCOP Volunteer Program

Volunteer Consultants: Extending the Reach of Ombudsman Programs (May 2003)

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 Other Program Management Materials

Aging Network Volunteer Resource Center
The Aging Network Volunteer Resource Center builds the capacity of Area Agencies on Aging to engage older adult volunteers and to enrich the experience of these volunteers. Funded by the Administration on Community Living, the Center also works with other Resource Centers in the Aging Network and state-administered volunteer programs. The Center’s goal is to increase the number of older volunteers providing important community needs.

Shadowing and Evaluation Form and Volunteer Experience Survey

NORS Code Guide

The Aging Network's Volunteer Collaborative
The Aging Network’s Volunteer Collaborative is a national resource center that helps leaders in the aging and disability networks engage talented older adult volunteers to meet growing needs for services.The Volunteer Collaborative offers online resources, comprehensive training, and opportunities for leaders to learn best practices from each other.

National Partnership with First Advantage
With the beginning of the Aging Network’s Volunteer Collaborative in 2010, a network-wide civic engagement assessment, including local and state programming, was conducted to determine what organizations are facing as major challenges to being willing and able to engage more volunteers in their missions.  One of the top challenges was the hurdle of risk management, and specifically the time and cost involved in background checks and screening.  In partnership with NASUAD, the Volunteer Collaborative has vetted numerous risk management vendors and now entered into an agreement with First Advantage, a national provider of comprehensive background screening services, to leverage premier-level services through web-based tools at a discounted rate – in some cases almost 80 percent off typical rates.

The Senior Medicare Patrol (SMP) Resource Center
The National Consumer Protection Technical Resource Center serves AoA’s 54 Senior Medicare Patrol (SMP) programs located throughout the country, including the District of Columbia, Guam, U.S. Virgin Islands, and Puerto Rico. It is more commonly known as the “SMP Resource Center.” The SMP Resource Center also promotes national visibility for the SMP program and helps the general public locate their state SMP project.

Long-Term Care Ombudsman Certification Survey (March 2010)
Coordinated by NORC and NASOP, this survey looks at certification and initial training requirements for long-term care ombudsmen. Forty-two states participated in the survey.

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Volunteer Ombudsman Program Management Forms

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Ombudsman Best Practices

To compensate for a staffing set-back, the SLTCOP is working with Hawaii Pacific University and has accepted 5 BSW students and 1 MSW student for their practicum requirements and they will be with the SLTCOP for the next 1 ½ years. It’s a lot of work getting the practicum students trained and certified and they are younger and less experienced than the typical volunteer ombudsmen, but they also come with different talents (web design, Facebook users, bi-lingual, sign language, etc.) and a fresh perspective. (2011)

Statewide conference calls were held during Residents’ Rights Month for the 122 ombudsman volunteers in the state of Maryland. Two identical calls were held at different times so volunteers could participate based on their own schedules. Each of the 19 local programs was asked to distribute information about the calls by hard copy or email if possible.  (October 2011)

The Massachusetts program developed training for Ombudsman Volunteers to meet bi-annual recertification requirements. Training was developed at the state level for local program directors to deliver to their volunteers.  (2011)

During the 2011 Legislative Session final approval was given for Nevada’s first Volunteer Ombudsman Program. Application and screening tools have been developed as well as a training and certification curriculum. Additionally, policies and procedures have been written and are in place.  (2011)

New Hampshire
The Advisory Committee of the Office of the Long Term Care Ombudsman held a fundraiser for the Volunteer Program in which nursing home and assisted living residents competed at two locations in a mini-golf tournament. Funds derived from these events are used to support the volunteer program within the Office of the Long Term Care Ombudsman.  (2011)

New Jersey
The New Jersey program has focused on emphasizing the need for the Office to increase its public profile in order to dramatically increase the number of volunteer ombudsman assigned to the state’s 360-plus skilled nursing facilities, where the state’s most vulnerable elderly residents reside. In order to do this, the SLTCOP launched a multi-faceted public awareness campaign to quickly bolster the ranks of the Office’s volunteer program.  (2011)

Rhode Island
In September 2011 the Alliance for Better Long Term Care upgraded to Harmony OmbudsManager v2.0 which is a web-based .NET version of OmbudsManager. Aside from the updated database the program features include several enhancements to applications and reports, as well as refinements to staff and volunteer time tracking for NORS reporting compliance.  (September 2011)

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