NORC Library

New COVID-19 Recovery and Reentry Resources for Long-Term Care Ombudsman Programs

August 27th, 2020

The Coronavirus Disease 2019 (COVID-19) pandemic has significantly impacted residents of long-term care facilities, staff, families, and Long-Term Care Ombudsman programs. In-person visitation restrictions imposed to reduce the spread of COVID-19 required Ombudsman programs to adapt quickly to ensure residents continue to 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; however, during this crisis programs often need to use other means to connect with residents and investigate and resolve complaints. 

In anticipation of resuming in-person visits, the National Ombudsman Resource Center (NORC) convened a workgroup to discuss issues regarding Ombudsman program services during the pandemic and to provide input on COVID-19 Recovery and Reentry Resources. Workgroup members included representatives of the National Association of State Ombudsman Programs (NASOP) and the National Association of Local Long-Term Care Ombudsman Programs (NALLTCO). 

The resources are divided into two primary groups. One set of resources provide program management considerations and templates for State Ombudsmen to assist with developing program policies and procedures and practices during the pandemic. The other resources are intended to support representatives in performing duties during COVID-19 such as conducting visits safely, responding to and documenting complaints, and communicating with residents while wearing a face covering. The resources are available as PDFs and Word documents so programs can add state specific information. This information is current as of August 2020 and will be updated as we learn more about COVID-19 and practices may need to adapt accordingly.