Specialized Information for:

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

NORC Library

Webinar Materials Available - Ombudsman Program Communication and Advocacy During COVID-19

June 23rd, 2020

Ombudsman Program Communication and Advocacy During COVID-19 (June 23, 2020)

View the PowerPoint slides as a PDF or PPT.


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. During this webinar presenters shared state and local examples of how to they are communicating with residents to make sure their experiences are heard and concerns are addressed.

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.