Training

Training for ombudsman staff and volunteers is critical for maintaining an effective long-term care ombudsman program. Training curricula and methods are constantly being revised and re-evaluated to better address a state’s needs and provide current information. The National Long-Term Care Ombudsman Resource Center develops and collects materials and information that enhance and strengthen the training of paid and volunteer ombudsmen.

Materials included below have been either developed by the National LTC Ombudsman Resource Center or have been shared with NORC by various state and local ombudsman programs.

Documents Related to Training

Best Practices: Training Programs for Ombudsmen (October 2000)
A resource for states in reassessing or revising their training programs for new ombudsmen.

Volunteers in the LTCO Programs: Training, Certification, and Liability Coverage (December 1999)
A study of varied state ombudsman programs, their use of volunteers and training provided. (cross-link on Volunteer page)

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National Ombudsman Reporting System (NORS) Training Materials

A four-part training module has been developed on the National Ombudsman Reporting System (NORS) to instruct ombudsmen on how to record the work they do on behalf of residents, including visits to facilities, complaints, consultations, and more. Each state reports their data to the Administration on Aging, to be summarized into NORS.

Part I NORS Training Materials

Part II NORS Training Materials

Part III NORS Training Materials

Part IV NORS Training Materials

*Ombudsman Trainers can obtain the answer key to the quizzes from their State Ombudsman.

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National LTC Ombudsman Resource Center Ombudsman (NORC) Curriculum

Equipping Long-Term Care Ombudsmen for Effective Advocacy: A Basic Curriculum
This curriculum is designed to help states improve their basic training for local long-term care ombudsmen (LTCO). The teaching methods are based on principles of adult learning and grounded in LTCO values such as being resident directed. States should add specific state content where appropriate.

I. The History and Role of the Long-Term Care Ombudsman Program
This module provides the history, development and unique aspects of the LTCOP. It may be used as a resource as well as a training tool for staff and volunteers.

II. The Aging Process
Basic content on age related changes and their impact on daily functioning is designed to help ombudsmen know what to question. Information on myths about care, common illnesses and conditions and commonly prescribed drugs is included. The preface includes ideas for teaching. It may be used with the Louisiana LTCOP’s Ombudsman Training, Module 3-Aging, available from NORC.

III. Residents’ Rights
This module provides an understanding of residents’ rights and the role of the Long-Term Care Ombudsman (LTCO) in supporting residents in exercising their rights. It provides a way of thinking about residents’ rights and an approach for ombudsman work regardless of the specific issue. Topics covered include: empowerment as a basic LTCO approach; the principles underlying residents’ rights; specific residents’ rights provisions; how residents can be supported and encouraged in exercising their rights and the role of the LTCO.

IV. The Problem-Solving Process: Investigation
This module provides training on complaint handling and investigation. The chapter looks at the ombudsman approach to problem-solving, policy considerations, and dilemmas in receiving complaints; and provides specific instruction on intake, investigation, and verification of complaints. Included is background narrative material, teaching notes and ideas, and handouts.

V. The Problem-Solving Process: Resolution
This module is a sequel to the Problem-Solving Process: Investigation module. It discusses the ombudsman role in problem resolution. It covers stages 2 and 3 of the problem-solving process – analyzing and using information gathered during investigation to formulate a strategy. It presents primary approaches to resolving problems, and responsibilities for follow-up.

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Training Programs and In-services

Scripted Role Plays Depicting Ombudsmen in Typical Situations (June 1995) MO LTCOP
This collection of skits were developed in a joint effort by the State Ombudsman Program staff and Regional Ombudsman Program staff in Missouri. The skits were used at the state-wide Ombudsman volunteer training conference in April 1995.ok

Abuse and Neglect

Advocacy

Assisted Living

Care Issues

Communication

Conflict

Culture Change

Diversity Awareness

Mental Health

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

  • Residents' Rights Inservice
     
  • 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.

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State Ombudsman Program Certification Manuals

*Contact NORC for copies of the above manuals

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NORC Conference Calls/Webinars (materials and recordings)

2010:

Health Form and Long-Term Care Ombudsmen (April 2010)

Call Materials:

The Role of the Ombudsman in Advancing Excellence (March 2010)

Call Materials:

2009*:

Managing Program Goals and Priorities During Budget Crises (November 2009)

Advocating for Individuals With Mental Health Needs(September 2009)

Webinar Materials: Advocating for Individuals with Mental Health Needs (PPT)

The $250 Economic Stimulus Payment (May 2009)

Actions Ombudsmen Can Take to Prevent Discharge for Non-Payment (February 2009)

Fire Safety in Assisted Living (January 2009) - held in conjunction with the Assisted Living Consumer Alliance

2008*:

The Fair Housing Law: Reasonable Accommodations and Modifications (Two-part teleconference; July 2008)

Guardianship/Powers of Attorney (February 08)

*Materials and Recordings available from NORC

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