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Quarterly Technical Assistance (TA) Talks

September 29, 2021        

NORC provides daily in-depth technical assistance, consultation, information, and referral, for Ombudsman programs. To increase direct access to technical assistance (TA) and peer support, NORC will host quarterly live technical assistance dialogues.

To assist Ombudsman programs in meeting annual continuing education requirements, NORC will provide certificates of participation to those that register and attend the quarterly TA Talks via Zoom. The TA Talks will also be livestreamed on the NORC Facebook page and the recordings and materials will be shared with the network and posted on our website.

Each TA Talk will focus on one topic. To open the discussion, NORC staff, subject matter experts, or your peers will briefly provide information and/or highlight resources then attendees will have ample time to seek technical assistance and ask questions. Attendees are encouraged to share their expertise and experiences to provide peer-to-peer support and learn from each other.

Register for the first TA Talk on September 29, 3:00 – 4:00 ET on the National Ombudsman Reporting System (NORS). To help shape our discussion about NORS we encourage you to start sending your questions to ombudcenter@theconsumervoice.org now.

NOTE: Limited space is available. You must register and attend LIVE on Zoom for the full hour to receive a certificate of participation.

Register »

Webinar on Resuming In-Person Visits During COVID-19: Tips for Identifying Trauma, Potential Abuse, and Supporting Residents

June 18, 2021        

Join NORC for the webinar, Resuming In-Person Visits During COVID-19: Tips for Identifying Trauma, Potential Abuse, and Supporting Residents on Friday, June 18, 3:00-4:30 ET

In recognition of World Elder Abuse Awareness Day (WEAAD) join us to learn how to identify and respond to signs of trauma and potential abuse or neglect and support residents as Ombudsman programs resume in-person visits during the COVID-19 pandemic.

Dr. Laura Mosqueda, a national and international expert on elder abuse and neglect, will provide tips for Ombudsman programs conducting in-person visits, such as signs of trauma in response to isolation and loss during the pandemic and potential signs of abuse and neglect. She will also share recommendations for supporting residents and available resources. As an accomplished physician and researcher, Dr. Mosqueda has testified in front of Congress and has been invited to the White House several times to discuss elder justice initiatives. She has taken the lead on landmark studies to identify forensic markers of abuse and neglect and serves as a volunteer representative for the California Long-Term Care Ombudsman program.

Attendees will also hear from two Ombudsman program representatives as they share their experience resuming in-person visits and highlight what they observed upon reentry, how they supported residents, tips for visits, lessons learned, and successful practices.

Speakers

  • Dr. Laura Mosqueda
    Dean, Keck School of Medicine of University of Southern California (USC)
    Professor of Family Medicine, Keck School of Medicine of USC operates the National Center on Elder Abuse (NCEA)
  • Karen Jones
    Chair, National Association of Local Long-Term Care Ombudsmen (NALLTCO)
    Executive Director/Program Manager Long Term Care Ombudsman Services of San Luis Obispo County, California Long-Term Care Ombudsman Program
  • Jane Brink
    Regional Ombudsman, Minnesota Long-Term Care Ombudsman Program

Register for the webinar »

June 15 is World Elder Abuse Awareness Day (WEAAD)

June 15, 2021        

World Elder Abuse Awareness Day (WEAAD) is June 15, 2021 and serves as a call-to-action for individuals, organizations, and communities to bring attention to the issue of elder abuse, neglect, and exploitation. The National Center on Elder Abuse (NCEA) shared new and updated tools to help you generate awareness about elder abuse, at any distance.

Access WEAAD Campaign Tools and Tips.

May is Older Americans Month: Communities of Strength

May 01, 2021        

Every May, the Administration for Community Living leads our nation’s observance of Older Americans Month (OAM). The theme for 2021 is "Communities of Strength." 

Older adults have built resilience and strength over their lives through successes, failures, joys, and difficulties. Their stories and contributions help to support and inspire others. This OAM, we will celebrate the strength of older adults and the Aging Network, with special emphasis on the power of connection and engagement in building strong communities.

There are many things we all can do to nurture ourselves, reinforce our strength, and continue to thrive. Connecting with others is one of the most important—it plays a vital role in our health and well-being, and in that of our communities. From finding joy in small things and sharing our stories, to looking at the big picture and giving to others, join us in promoting the ways we are connected and strong.

Visit ACL's website for materials, resources, and activity ideas to help you observe OAM. Don't forget to share your #OlderAmericansMonth plans and stories on social media.

COVID-19 Recovery and Reentry: TA Open Dialogue Webinars

April 27, 2021 - May 25, 2021        

Each webinar will be held from 2:00 - 3:15 pm ET. When you register for the first webinar, you are registered for the entire series.

Tuesday, April 27
Tuesday, May 11
Tuesday, May 25

REGISTER

About the Series

Do you have questions as your program “gets back to normal” or are you interested in hearing about successful Ombudsman program practices during the pandemic? If so, this three-part webinar series will provide a brief overview of the COVID-19 Recovery and Reentry Resources, share successful program practices, and provide time for questions. Presenters will discuss examples of volunteer recruitment, communication with residents and families, and complaint investigation and resolution. Attendees are encouraged to share their experiences and ask questions regarding the topic.

If you have questions you would like addressed during the webinar, please send them to ombudcenter@theconsumervoice.org at least one week before each webinar.

NORC will send reminders for each webinar that include “homework.” The homework will ask attendees to review specific COVID-19 Recovery and Reentry Resources and/or read other relevant resources before each webinar.

Webinars

(1): Successful Volunteer Recruitment, Training, and Retention During COVID-19
Tuesday, April 27, 2021 at 2:00 to 3:15 pm ET

This webinar will share successful volunteer recruitment, training, and retention examples from two programs.

Speakers: Mary Book, Volunteer Coordinator for the Ohio Area Agency on Aging, District 7; Beverley Laubert, Ohio State Long-Term Care Ombudsman; and Natascha Adams, Volunteer Recruitment Specialist for the Oregon Office of the Long-Term Care Ombudsman

(2): Successful Communication During COVID-19
Tuesday, May 11, 2021 at 2:00 to 3:15 pm ET

This webinar will share examples of successful communication between residents, their family members, and the Ombudsman program.

(3): Successful Complaint Investigation and Resolution During COVID-19
Tuesday, May 25, 2021 at 2:00 to 3:15 pm ET

This webinar will explore how Ombudsman programs have successfully advocated with and for residents, despite in-person visitation restrictions and other barriers.

Register for the webinar series »

National Volunteer Week: April 18-24, 2021

April 18, 2021 - April 24, 2021        

The theme for the April 18-24, 2021 National Volunteer Week is Shining a Light on the People and Causes That Inspire Us to Serve. The LTCOP could not be its best without the volunteers who help carry out the mission of advocating for long-term care residents.

In federal fiscal year 2019, staff and volunteers:

  • Worked to resolve 198,502 complaints initiated by residents, their families, and other concerned individuals;
  • Provided 425,084 instances of information and assistance to individuals;
  • Visited 68.9% of all nursing homes and 30.2% of all board and care, assisted living, and similar homes at least quarterly;
  • Conducted 4,418 training sessions in facilities on such topics as resident rights;
  • Provided 134,367 instances of information and assistance to LTC facility managers and staff; and
  • Participated in 22,182 resident council and 1,533 family council meetings.

Thank your volunteers and recognize their work publicly by sending NORC brief messages of appreciation for their dedicated advocacy (e.g., examples of their advocacy, years of service, photos). We will post your message on our website and highlight the submissions on social media. Email your submissions to ombudcenter@theconsumervoice.org.

Webinar - Ombudsman Program Communication and Advocacy During COVID-19

June 23, 2020        

In-person visitation restrictions intended to reduce the spread of Coronavirus Disease 2019 (COVID-19) required Ombudsman programs to adapt quickly to ensure residents have access to program services. In-person visits with residents are a core part of Ombudsman program outreach and advocacy and there is no substitute for that connection and experience. However, during this crisis programs must use other means to connect with residents to provide information and respond to complaints.

Join us for the Ombudsman Program Communication and Advocacy During COVID-19: Ensuring Resident Access webinar on June 23, 2:00 – 3:30 ET. Presenters will share state and local examples of how to they are communicating with residents to make sure their experiences are heard and concerns are addressed. This webinar is for State Ombudsmen and all Ombudsman program representatives (staff and volunteers).

Speakers: Carolyn Tenaglia, Northeast Region Ombudsman, Pennsylvania LTCOP; Kim Shetler, Northcentral Region Ombudsman, Pennsylvania LTCOP; Kim Palmore, Managing Local Ombudsman Texas LTCOP, Ark-Tex Council of Governments/Area Agency on Aging; Vicki Elting, Assistant State LTC Ombudsman, Washington State LTC Ombudsman Program; Beverley Laubert, Ohio State Long-Term Care Ombudsman; and Kathleen Heren, Rhode Island State Long-Term Care Ombudsman. 

REGISTER

June 15 is World Elder Abuse Awareness Day (WEAAD)

June 15, 2020 - June 15, 2020        

World Elder Abuse Awareness Day (WEAAD) – commemorated on June 15th every year – is an opportunity for people or organizations to take action to protect older people by raising awareness about elder abuse, why it occurs, and what we can do to stop it. We can act collectively to support justice for all.

The 2020 WEAAD theme is Lifting Up Voices. The theme is centered on unifying the parallel fields of Elder Justice and Violence Against Women by bringing to the forefront the lived experiences of older people around the globe. The Lifting Up Voices tools will help with all your planning and promotions.

Webinar - Cultural and Linguistic Competence: What It Means for Ombudsman Programs

June 10, 2020        

Cultural and Linguistic Competence: What it Means for Ombudsman Programs
June 10, 2020 at 3:00 ET | Register

Cultural competence and linguistic competence are widely recognized by policy makers, researchers, educators, and health care practitioners as fundamental aspects of quality in health care. Cultural competence and linguistic competence are viewed as essential approaches for reducing health care disparities and for promoting equity by improving access, utilization, service delivery, and health status and outcomes. While the evidence suggests the efficacy of these approaches, many in health including long-term care continue to struggle with the full integration of cultural and linguistic competence into their policies, structures, practices, and procedures.

There are many definitions of cultural competence. The National Prevention Information Network, Centers for Disease Control and Prevention, defines cultural competence as “the integration and transformation of knowledge about individuals and groups of people into specific standards, policies, practices, and attitudes used in appropriate cultural settings to increase the quality of services and produce better outcomes.”

This webinar will offer definitions and conceptual frameworks for cultural competence and linguistic competence and examine what they mean for Ombudsman Programs, their staff, and volunteers. It will also offer examples of two programs that provide professional development and training on implicit and explicit biases and the unique cultural issues related to underserved lesbian, gay, bisexual, and transgender (LGBT) community within long-term care.

Participants will:

1. Define culture and cultural diversity. 
2. Examine the multiple dimensions of culture within the contexts of long-term care. 
3. Describe conceptual frameworks for cultural competence and linguistic competence. 
4. Apply these frameworks and concepts to the roles and responsibilities of the Ombudsman Programs, their staff, and volunteers. 
5. Cite examples of successful professional development and training efforts that address explicit and implicit biases within the socio-cultural context of long-term care. 

After registering, you will receive a confirmation email containing information about joining the webinar.

May is Older Americans Month: Make Your Mark

May 01, 2020 - May 31, 2020        

Every May, the Administration for Community Living leads the observance of Older Americans Month. The 2020 theme is Make Your Mark.

This theme was selected to encourage and celebrate countless contributions that older adults make to our communities. Their time, experience, and talents benefit family, peers, and neighbors every day. Communities, organizations, and individuals of all ages are also making their marks. This year’s theme highlights the difference everyone can make – in the lives of older adults, in support of caregivers, and to strengthen communities.

This website provides artwork, activity ideas, and other materials to help you observe Older Americans Month. Don't forget to share your #OAM2020 plans, stories, & events on social media.

Webinar Series - COVID-19 and Ombudsman Programs: Understanding How Trauma Impacts You, Residents, and Your Advocacy

April 29, 2020 - July 29, 2020        

Each webinar will start at 3:00 pm ET. When you register for the first webinar, you are registered for the entire series.

Wednesday, April 29
Wednesday, May 20
Wednesday, June 17
Wednesday, July 29

About the Series

In partnership with the Colorado Long-Term Care Ombudsman program, Consumer Voice and NORC are offering a four-part webinar series regarding the impact of trauma due to the COVID-19 pandemic on long-term care residents and Ombudsman programs.

The webinar series will highlight important themes related to trauma-informed care, person-centered care, compassion fatigue, and vicarious trauma. The series will include case studies, self-reflection activities and exercises, and materials for attendees.

The presenter, Dr. Sheri Gibson, received her Ph.D. in Clinical Psychology with an emphasis in Geropsychology from the University of Colorado, Colorado Springs (UCCS). She is an instructor and clinical supervisor for the Psychology Department at UCCS and a faculty affiliate with the UCCS Gerontology Center.  Dr. Gibson serves on the editorial board for the Journal of Elder Abuse & Neglect, is a member of the Research Committee for the National Adult Protective Services Association (NAPSA), and a member of the Pikes Peak Elder Abuse Coalition. She has been recognized for her trainings on person-centered and trauma informed care approaches with older adults among professional programs such as Adult Protective Services, Area Agencies on Aging, long term care facilities, and community outreach Veteran services.

April Webinar

The first webinar on Wednesday, April 29, 3 – 4:15 ET, will address person-centered, trauma-informed care and attendees will learn:

  • What “person-centered care” and “trauma-informed” care means. 
  • Why person-centered care and trauma-informed care is critical in a crisis. 
  • The impact that re-traumatizing events can have on a trauma survivor, including residents, facility staff, and Ombudsman program representatives. 
  • How to recognize and respond to the effects of all types of trauma. 
  • The bio-psycho-social components of trauma-informed care to support survivors in rebuilding a sense of control and empowerment.

May Webinar

The second webinar on Wednesday, May 20, 3 – 4:15 ET, will focus on compassion fatigue and vicarious trauma, attendees will:

  • Understand the differences between sympathy, empathy, and compassion.
  • Understand the unique symptoms associated with and contributing factors leading to burnout, compassion fatigue, and vicarious trauma.
  • Recognize symptoms of compassion fatigue at the individual and organizational level and be able to identify negative outcomes if left untreated.
  • Increase competency in implementing resilience strategies – at the individual level as well as the organizational level – to enhance self-awareness and prevent onset or worsening of symptoms.

June Webinar

The third webinar on Wednesday, June 17, 3 - 4:30 ET is Anxiety Related to COVID-19: Tools to Cope and Help Others.

This webinar will address anxiety related to COVID-19, coping mechanisms, and tools for you and to help others. Dr. Gibson will discuss coping strategies in response to COVID-19 related anxiety to assist Ombudsman programs and residents you serve. She will also highlight two tools, a COVID-19 anxiety scale and a coping tool that provides simple, practical steps to recognize and address anxiety.

July Webinar

The final webinar on Wednesday, July 29, 3 - 4:30 ET titled, Understanding and Coping with Grief During COVID-19, will discuss grief and provide a brief recap of the entire series.

Contact ombudcenter@theconsumervoice.org with comments or questions about this series. 

Register for the webinar series » 

NORS Technical Assistance Open Dialogue Webinars

October 30, 2019 - December 17, 2019        

Join us for a series of NORS technical assistance open dialogue webinars now that the revised NORS data collection has been effective for a few weeks (as of October 1, 2019).

Do you have any questions as you enter your work under the revised NORS data collection? If so, join this webinar series to have an informal question and answer session.

During each webinar presenters will provide a brief overview of key points for the relevant NORS topics and then attendees are free to ask questions regarding that topic.

The dates/times and topics for the webinars are:

  • Wednesday, October 30, 3:00 – 4:00 ET. Case, Complaint, Complainant, and Information and Assistance (Part I) 
  • Wednesday, November 20, 3:00 – 4:00 ET. Complaint Coding (Part II) 
  • Tuesday, December 17, 3:00 – 4:00 ET. Verification, Disposition, Referral, Closing a Case, and Ombudsman Program Activities (Part III and IV)

Prior to joining the webinars, please do the following:

1. Review the Administration for Community Living (ACL) NORS Tables 1 – 3

2. Review the NORS Training Materials and listen to the NORS Training Webinar series

3. Read the NORS Frequently Asked Questions (FAQs) and listen to the FAQ webinar

4. Keep print and/or digital copies of the ACL Tables and other NORS resources available as a reference during the technical assistance open webinars.  

5. Write down your questions so you are ready to share.

Additional information on the National Ombudsman Reporting System is available here

REGISTER

Advocacy Tools and Successful Practices to Protect Residents from Nursing Facility Discharges Webinar

September 25, 2019        

For the last seven years, complaints regarding nursing facility discharges have been the top complaint received by  Long-Term Care Ombudsman programs.  Presenters  will provide an overview of the Ombudsman Learning Collaborative to Protect Residents Against Nursing Facility-Initiated Discharges project; show how to use federal nursing home regulations and surveyor guidance to address three common complaints about discharge; share examples of legal services and Ombudsman program collaboration; and highlight available resources. Register here.

Presenters: Robyn Grant, Director, Public Policy and Advocacy, National Consumer Voice for Quality Long-Term Care; Eric Carlson, Directing Attorney, Justice in Aging; Jamie Freschi, NORC Consultant

NORS FAQ Webinar

September 24, 2019        

Join us to hear answers to frequently asked questions about the revised NORS data collection. Presenters will respond to feedback about NORC’s Revised NORS Training materials and questions asked during the webinar series. Attendees will also learn about additional opportunities for technical assistance regarding NORS and have time to ask questions. This webinar is for all Ombudsman programs. Register here.

Presenters: Louise Ryan, Ombudsman Program Specialist, Administration for Community Living (ACL); Amity Overall-Laib, Director, NORC; and Maria Greene, NORC Consultant.

World Elder Abuse Awareness Day (WEAAD)

June 15, 2019        

As Americans, we believe in justice for all. Yet, every year an estimated 5 million, or 1 in 10 older Americans experience elder abuse, neglect, or exploitation. Working together, we can build the social supports that can prevent this abuse and keep everyone safe as we age.

World Elder Abuse Awareness Day (WEAAD) – commemorated on June 15th every year – is an opportunity for people or organizations to take action to protect older people by raising awareness about elder abuse, why it occurs, and what we can do to stop it. We can act collectively to support justice for all.

The 2019 WEAAD theme is Lifting Up Voices. The theme is centered on unifying the parallel fields of Elder Justice and Violence Against Women by bringing to the forefront the lived experiences of older people around the globe. The Lifting Up Voices tools will help with all your planning and promotions.

The World Elder Abuse Awareness Day Tool Kit contains resources to help you engage your community, educate others, raise awareness about this serious problem, and empower people to take action to end elder abuse.

The Toolkit Includes:

  • Outreach Guide: This booklet provides event planning tips and outreach ideas to help organizations generate awareness of the need to prevent elder abuse.
  • Event Planning Materials: Event planning materials such as fliers, and PowerPoint templates are available for you to download and customize to meet your needs. We also provide a list of things one can do to mark WEAAD and links to videos one can show at a WEAAD event.
  • Help with FAQs: Red Flags of Abuse and 12 Things Everyone Can Do to Prevent Elder Abuse handouts to empower organization members to be advocates as they educate community members about this important issue.
  • Fact Sheets: Educate people in our communities about how to recognize and intervene in instances of elder abuse, and provide information to help people protect themselves from potential abuse with consumer fact sheets. These are available in multiple languages.
  • Web Banner: Show support for WEAAD by posting a banner ad on websites.
  • Poster: Raise awareness about elder abuse by putting up an 8x11 inch posters in your community, such as in a local grocery store, pharmacy, post office, and places of worship.
  • Media Tools: Use our customizable social media posts for Facebook, Twitter, and Instagram as well as a more formal Press Release template.

Trauma-Informed Care: Nursing Home Responsibilities and Ombudsman Program Advocacy Webinar

June 10, 2019        

Register for a NORC webinar titled, Trauma-Informed Care: Nursing Home Responsibilities and Ombudsman Program Advocacy on Monday, June 10th at 3:00pm – 4:30pm ET.

Ensuring that residents who are trauma survivors receive culturally competent, trauma-informed care is one of several new federal requirements which will go into effect when Phase 3 of the revised federal nursing home regulations are implemented November 28, 2019. Attendees will learn about trauma-informed care, the new federal requirement, how trauma-informed care relates to resident-centered care, and what this means for Ombudsman program advocacy and communication.

Presenters include Nancy Kusmaul, Assistant Professor at the University of Maryland Baltimore County, and Patricia Hunter, Washington State LTC Ombudsman. NORC will share resources, including a new fact sheet regarding trauma-informed care. This training is open to all Ombudsman programs.

Register

Older Americans Month

May 01, 2019 - March 31, 2019        

Every May, the Administration for Community Living leads our nation’s observance of Older Americans Month. The 2019 theme, Connect, Create, Contribute, encourages older adults and their communities to:

  • Connect with friends, family, and services that support participation.
  • Create by engaging in activities that promote learning, health, and personal enrichment.
  • Contribute time, talent, and life experience to benefit others.

Communities that encourage the contributions of older adults are stronger! By engaging and supporting all community members, we recognize that older adults play a key role in the vitality of our neighborhoods, networks, and lives.

This webpage will include suggestions, resources, and material to celebrate older Americans and the communities of which they are a vital part. Everyone benefits when everyone can participate. We encourage you to connect, create, and contribute for stronger and more diverse communities this May, and throughout the year.

Leading up to May 2019, this site will promote #OAM19 with materials to help you #ConnectCreateContribute

Materials

Navigating the National Ombudsman Resource Center Website Webinar

April 24, 2019        

The National Ombudsman Resource Center (NORC) website is filled with information, resources, and news from Ombudsman programs to support and inform programs across the country. This presentation walks through the NORC website and new On-Demand Training Center. The presentation shows how resources and information is organized on the website and where to go if you need help. Watch this short video as an introduction to the NORC website and read the March NORC Notes to learn more about the NORC website and recent updates. All archived NORC webinars are located here.

View the slides as a PDF.

National Volunteer Appreciation Week

April 07, 2019 - April 13, 2019        

What is your program doing to recognize the volunteers who give their time to visit and advocate with and for individuals that live in long-term care facilities? The week of April 7 to 13, National Volunteer Week, is a perfect time to reach out and say thanks for volunteering with your program and making a difference in the lives of the residents. 

In federal fiscal year 2017, 6,625 volunteers trained and designated to investigate and resolve complaints, contributed 591,363 hours of service to Ombudsman programs across in the country (according to the NORS data). The Independent Sector determined the estimated value of a volunteer hour in 2018 was $24.69. For the Ombudsman program, that is $14.6 million of assets due to volunteer service! Due to the dedicated service of these volunteers, resident access to the Ombudsman program is enhanced significantly and thousands of residents receive information about their rights and have assistance and support in resolving their concerns.

Thank your volunteers

Thank your volunteers and recognize their work publicly by sending NORC brief messages of appreciation for their dedicated advocacy (e.g., examples of their advocacy, years of service, photos). We will post your message on our website and highlight the submissions on our home page. Email your submissions to ombudcenter@theconsumervoice.org.

For more on volunteer recognition, visit:

Revised National Ombudsman Reporting System (NORS) Training Five Part Webinar Series

February 05, 2019 - May 29, 2019        

This is a five-part webinar series on the revised National Ombudsman Reporting System (NORS) training materials created by NORC.

State Ombudsman programs submit data regarding program activities to the Administration for Community Living (ACL)/Administration on Aging (AoA), using the codes, definitions, and activities outlined in the instructions for the National Ombudsman Reporting Systems (NORS). The data has been collected since 1996 and this is the first comprehensive revision. The revised NORS data collection is effective October 1, 2019.

NORC has updated the four-part NORS training materials to reflect the updated codes, definitions, and activities and instruct programs on how to record the work they do. States are to continue to use the current approved NORS codes and instructions and training materials to ensure consistent reporting until the updated data collection is effective on October 1, 2019.

The purpose of this webinar series is to introduce the new training materials to help programs prepare for the transition to new codes, definitions, and activities on October 1, 2019. The first webinar will introduce the revised new NORS data collection and the following four webinars will cover each part of the revised four-part training.

Participants only need to register once to attend all five webinars.

  • Introduction to the Revised NORS February 5, 2019 3:00 – 4:30 ET
  • Part I: Case, Complaint, Complainant and Information and Assistance February 27, 2019 3:00 – 4:30 ET
  • Part II: Coding Complaints March 19, 2019 3:00 – 4:30 ET
  • Part III: Closing the Case – Verification, Referral, and Disposition April 30, 2019 3:00 – 4:30 ET
  • Part IV: Activities May 29, 2019 3:00 – 4:30 ET.

Register here.

Webinar - Advocating for Residents with Mental Health Needs: What to do When a Resident Threatens to Harm Themselves

December 04, 2018        

Join us for a webinar to discuss Ombudsman program advocacy for residents with mental health needs and how to respond when residents threaten to harm themselves.

Dr. Patrick Arbore, a nationally recognized expert in the field of elderly suicide prevention and grief services, has devoted is his life to increasing awareness of isolation, loneliness, and depression in older adults. Dr. Arbore will share warning signs, ways to promote better-informed and healthier communities, and resources and supports for Ombudsmen and residents suffering from inner loneliness, sorrow, stress, and anxiety.

Following Dr. Arbore’s presentation Jamie Freschi, Illinois State Long-Term Care Ombudsman, will share her program’s policies, procedures, and tool that guides the program in responding to residents that talk about committing suicide.

The webinar will conclude with a presentation from Natasha Belli, an Illinois program representative, who will share her experience working with a resident that has threatened suicide and the steps she took to support the resident.

Tuesday, December 4, 3:00 – 4:30 ET

Register

Webinar - Ending Nursing Home Violence Between Residents: Prevention, Intervention, and Advocacy

June 26, 2018        

Tuesday, June 26, 3:00 – 4:30 ET 

Register

This webinar will examine the widespread problem of physical violence (resident to resident mistreatment) in nursing homes and argue that a large-scale public health initiative is needed to end nursing home violence. 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, will review the research evidence on the prevalence of violence in nursing homes and discuss why intervention in this area has lagged other forms of violence. Options for eliminating violence in nursing home settings, with special attention to transferring knowledge from successful public health campaigns to combat violent behavior, will be presented. Also, Sara Gusler, Michigan Ombudsman program representative, will describe the "Senior-to-Senior Bullying Reduction" training program her agency developed. Following these presentations, information will be shared regarding resources and training for facility staff and long-term care Ombudsman programs.

Webinar - Systems Advocacy: It's More than Legislative Work

January 17, 2018        

View the slides as a PDF.

Participants were taught what is required under the federal law and rule regarding systems advocacy. Presenters shared how they promote better care through systems advocacy at both the state and local level and how they coordinate their advocacy. Attendees also learned about available NORC resources regarding systems advocacy such as the Role and Responsibilities of Ombudsman Programs Regarding Systems Advocacy for State Ombudsmen and Local Ombudsman Program Representatives. These guides briefly define systems advocacy, review the federal mandate and support for systems advocacy work by Ombudsman programs, define several systems advocacy strategies, share examples of Ombudsman program advocacy, and provide resources for additional information. Additional information about systems advocacy is available on the NORC website.

Residents' Rights Month 2017: It's All About Me: My Life, My Care, My Choices

October 01, 2017 - October 31, 2017        

October is “Residents’ Rights Month,” an annual event designated by Consumer Voice to honor residents living in all long-term care facilities. It is an opportunity to focus on and celebrate awareness of dignity, respect and the rights of each resident.

The federal Nursing Home Reform Law guarantees residents’ rights and places a strong emphasis on individual dignity, choice, and self-determination.  The law also requires nursing homes to “promote and protect the rights of each resident”. Residents’ Rights Month is a time to raise awareness of these rights and celebrate residents.

The theme for this year's Residents' Rights Month, "It's All About Me: My Life, My Care, My Choices," focuses on the respect and dignity of every resident.  The theme highlights residents’ rights to choose their own schedule and activities, communicate how and with whom they choose, be free from abuse and unsafe environments, and be treated as an individual with unique wants and needs.  Residents’ Rights Month is a time for staff, families, ombudsmen, residents and other advocates to focus on resident-directed care and emphasizing the self-determination, choice, and quality of life of each resident.

Visit the Consumer Voice website for this year's packet of materials, resident, staff and ombudsmen activities, and information on the Resident's Voice Challenge.

Webinar - LTCOP Volunteer Management: Model Materials and Sharing Best Practices

May 31, 2017        

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.

Handouts

Webinar - LTCOP Rule: Identifying and Addressing Individual Conflicts of Interest

April 25, 2017        

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.

Handouts

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

March 30, 2017        

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

The next webinar in this series will be on April 25.

Slides and Resources


Residents' Rights Month 2016: My Vote Matters

October 01, 2016 - October 31, 2016        

Residents' Rights Month is an annual event designated by the Consumer Voice and is celebrated in October to honor residents living in all long-term care facilities, including nursing homes, sub acute units, assisted living, board and care and retirement communities. It is a time for celebration and recognition offering an opportunity for every facility to focus on and celebrate awareness of dignity, respect and the value of each individual resident. The theme for Residents' Rights Month 2016 is, "My Vote Matters" with the goal of highlighting residents' right to vote and participate in the political process.

Visit the Consumer Voice website for this year's packet of materials, resident, staff and ombudsmen activities, and information on the Resident's Voice Challenge.

Changing Landscape of Long-term Care Conference

June 10, 2016 - June 10, 2016        

Join VOYCE, the local ombudsman program in St. Louis, for the 5th Annual Changing Landscape of Long Term Care Conference. This year, there will be national and local experts present to discuss dynamic strategies, innovative tools and available long-term care options. 

There will be more than 300 professional long-term caregivers as well as individuals and families from the community to attend. Everyone will have the opportunity to interact with sponsors who showcase long-term care services across Greater St. Louis. 

In addition to hearing thought-provoking speakers, facility administrators and social workers earn 7.25 CEUs.

See the entire line-up of speakers with a detailed description of their topics here.

Residents' Rights Month 2015: CARE Matters

October 01, 2015 - October 31, 2015        

Residents' Rights Month is an annual event designated by the Consumer Voice and is celebrated in October to honor residents living in all long-term care facilities, including nursing homes, sub acute units, assisted living, board and care and retirement communities. It is a time for celebration and recognition offering an opportunity for every facility to focus on and celebrate awareness of dignity, respect and the value of each individual resident. The theme for Residents' Rights Month 2015 is, "CARE Matters" with the goal of highlighting quality care.

Visit the Consumer Voice website for this year's packet of materials, resident, staff and ombudsmen activities, and information on the Resident's Voice Challenge.

Identifying, Preventing, and Responding to Bullying in Long-Term Care Facilities Webinar

July 28, 2015        

Save the Date! 

Identifying, Preventing, and Responding to Bullying in Long-Term Care Facilities Webinar

Tuesday, July 28, 2015 3:00 - 4:15 ET

Save the date to join a discussion about the prevalence of bullying among residents in long-term care facilities and learn how to identify, prevent, and respond to these incidents.

Dr. Robin Bonifas, John A. Hartford Faculty Scholar in Geriatric Social Work, Associate Professor with the School of Social Work at Arizona State University has years of experience working with older adults in long-term care settings and she will discuss her recent work regarding bullying among residents in LTC settings.

Following Dr. Bonifas’ presentation NORC staff will share resources regarding resident-to-resident mistreatment and advocacy tips and strategies to increase awareness of these incidents, ensure the rights of all residents are respected, and demonstrate how individualized care is critical to preventing and responding to bullying in long-term care facilities. 

Register Today

Webinar: Supporting Volunteer LTC Ombudsmen and Minimizing Risk

April 28, 2015 - April 28, 2015        

During this webinar we discuss how risk management applies to every aspect of managing and supporting volunteer long-term care ombudsmen. Presenters provide tips for screening volunteers, identifying and removing risk, and responding to situations when the actions, or inaction, of a volunteer LTCO negatively impacts your program. 

Presenters: Sarah Hinzman, Volunteer Ombudsman Program & Americorps VISTA Project Coordinator, IA LTCOP; Darlene Cray, Volunteer Program Coordinator, NH LTCOP; and Amity Overall-Laib, Manager, LTCO Program & Policy, NORC

Additional Resources (shared during webinar)