NORS Training

NORS Five-Part Webinar Series

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

IMPORTANT: In response to feedback received during the webinar series, NORC made six edits to the NORS training materials in September 2019. Please use the revised quizzes, quiz answer sheets, and PowerPoints above for Part II, III, and IV. 

Introduction to the revised National Ombudsman Reporting System (NORS) (February 5, 2019)

View the slides as a PDF and as a PowerPoint with presenter notes. 

• Table 1: Case Data Components
• Table 2: Complaint codes and definitions
• Table 3: State Program Information

Part I: Case, Complaint, Complainant, and Information and Assistance (February 27, 2019)

View the slides as a PDF and as a PowerPoint with presenter notes. 

Part II: Complaint Coding (March 19, 2019)

View the slides as a PDF and as a PowerPoint with presenter notes.

NOTE: Revised to reflect changes in the quizzes/quiz answer sheets in September 2019. Use this version for training.

Part III: Verification, Disposition, Referral, and Closing Cases (April 30, 2019)

View the slides as a PDF and as a PowerPoint with presenter notes.

NOTE: Revised to reflect changes in the quizzes/quiz answer sheets in September 2019. Use this version for training.

Part IV: Ombudsman Program Activities (Wednesday, May 29, 2019)

View the slides as a PDF and as a PowerPoint with presenter notes.

NOTE: Revised to reflect changes in the quizzes/quiz answer sheets in September and October 2019. Use this version for training.

 

Introduction: NORS Revisions

Crosswalk A: NORS Overview

Crosswalk B: Complaint Codes (Old NORS to Revised NORS)

NOTE: The archived information below is from the NORS data collection prior to October 1, 2019 and is no longer active.

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

• NORS Module I Training - Slides
• The Three C’s - Case, Complaint, Consultation - a definition of principles
• Three C’s Quiz
• Three C's Quiz With Answers
• September 15, 2011, Webinar - NORS Module I

Part II NORS Training Materials

• NORS Module II Training - Slides
• Basic Principles Part II - Coding, Verifying, and Closing Complaints
• Complaint Categories and Codes: A Guide for Ombudsmen
• Part II Beyond Basics Quiz (no answers)
• Part II Beyond Basics Quiz Answers
• Part II Complaint Categories Quiz (no answers)
• Part II Complaint Categories Quiz Answers
• September 29, 2011, Webinar - NORS Part II

Part III NORS Training Materials

• NORS Module III Training - Slides Note: Answers to questions #9 and #13 were revised October 7, 2016, please use this version.
• Basic Principles Part III - Verifying, Closing, Coding
• Complaint Disposition - Disposition Codes
• Verification, Disposition, Closing Quiz
• Verification, Disposition, Closing Quiz Answers Note: Answers to questions #9 and #13 were revised October 7, 2016, please use this version.
• February 1, 2012 Webinar - NORS Part III

Part IV NORS Training Materials

• Part IV Slides Note: Bonus question #1 was updated in February 2018, please use this version.
• Part IV Agenda
• Part IV Quiz Introduction and Instructions
• Part IV Annotated Activity Chart
• Part IV Quiz Note: Revised February 13, 2018
• Part IV Quiz with Answers Note: Revised February 13, 2018
• March 7, 2012 Webinar - NORS Part IV

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NORS Train the Trainer Session - 2011 Consumer Voice Conference
This video contains teaching tips and suggestions from NORC, AOA, and State and Local Ombudsmen who have many years experience with NORS Training.

Session PowerPoint

• PDF
• PPT

 

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