COVID-19 General Tips for Prevention, Communication, and Self-Care
General Tips for Prevention
Review these resources to help stop the spread:
Remind staff and volunteers to contact their supervisor and/or State Ombudsman if they are sick. Recommend that they contact their healthcare provider if they are sick for medical advice.
Advise staff and volunteers to monitor for symptoms and contact their healthcare provider for advice if they have symptoms and/or want to be tested.
Communicating with Residents, Families, Long-Term Care Facility Staff, and Others
Tips for Ombudsman Program Communication with Residents, Long-Term Care Facilities, Families, and the Public During COVID-19
Ombudsman Program Communication and Advocacy During COVID-19 Webinar (June 23, 2020)
Review the FAQs and memo from ACL for additional information for Ombudsman programs.
- Ombudsman programs are to serve as a resource and refer individuals to appropriate public health entities, not attempt to answer specific questions about COVID-19.
- Share information from the CDC with facilities and others by phone, email, mail, social media, and program websites.
- During the quarantine, communication can occur by other means such as phone, email, video conferencing with individual residents, Resident Council leadership, staff, and families.
- Obtain resident census lists, contact information for resident representatives, and contact information for Resident and Family Council leadership. If possible, identify 2-3 residents in each facility and establish regular calls/emails/videocalls to check in.
- Ask if residents have access to a computer, tablet or a smart phone, and if they are interested in video chats or conferences. Confirm with your host agency if video chats and conferences can be an option to communicate with residents, families, and others.
- Ask residents if they have email addresses and if they would like to receive email updates or correspond through email.
- Ask residents if they prefer that you contact a representative for ongoing communication.
- Post Ombudsman program contact information on front door. Make brochures available outside by the front door, if practical.
- Send business cards and program brochures to long-term care facilities to share with residents, family members, and others. NORC created a free postcard template in three downloadable options, including one with space to customize with program contact information.
- Encourage facility staff to distribute your email address as an alternate way to communicate with residents and family members or legal representatives. You may experience higher call volume due to COVID-19 and email may allow a shorter response time.
- Provide information regarding visitation restrictions from the recent CMS guidance and how to contact your program on your program’s website, via email, e-newsletters, and social media.
Examples of Communication with Residents and Family Members
- PPE Tutorial Video for Texas Long-Term Care Ombudsmen
- A Guide for Long-Term Care Residents During the COVID-19 Pandemic from the Kentucky State Long-Term Care Ombudsman Program
- Washington Holiday Pledge (PNG)
- DC Ombudsman Program Video on Moving Residents from Long-Term Care - October 22, 2020
- The Oregon Long-Term Care Ombudsman Program launched two projects. First, they created postcard templates and their volunteer Ombudsmen were then able to go online and customize their postcard before they were ordered, see an example here and here. The postcards featured their photo, contact information, and a space to write a personalized message. The postcards were then either sent or delivered to the facility. Second, the program created two videos, one is 30-seconds in length, and is in a PSA style format that will be distributed on local TV channels. The second video, about 3-minutes in length, speaks more in-depth about the importance of volunteers.
- Postcards from the Ohio Ombudsman program
- 30 and 15 second videos produced by the East Alabama Regional Planning & Development Commission on wearing a mask, the local Ombudsmen participated in the video.
- Missouri Long-Term Care Ombudsman Program Video
- Utah Resident Newsletter
- The Kern County Ombudsman program in California produced a 30-second and 60-second PSA Volunteer Long-Term Care Ombudsman video that is airing on three local TV stations. The videos are also available as audio files (30-seconds, 60-seconds) so they can be aired on local radio stations.
- Ohio Statewide Ombudsman Volunteer Snapshot - This infographic is created each month by Ohio's state-level volunteer coordinator to highlight Ombudsmen work during this time.
- Iowa Ideas for Socializing While Maintaining a Six-Foot Distance
- Iowa Creative Ideas and Best Practices for Staying Connected During COVID-19
- Alabama Quarantine Activity Booklet - The Ombudsman program representatives at Central Alabama Aging Consortium put together this booklet to help combat the loneliness, isolation, and boredom during the COVID-19 pandemic.
- Kentucky Nursing Home Ombudsman Agency Commitment Video to Kentuckians Living in Long-Term Care
- Iowa Resident Check-In Questions
- Georgia Resident Interviews
- Illinois Ombudsman Program Guidance on Window Visits
- The South Program of the Georgia Long-Term Care Ombudsman Program has started a newsletter sent to all nursing home residents. The newsletter includes Ombudsman contact information and news that affects them. In addition, they included several puzzle types using themes that tie into the news.
- The Oklahoma Office of the State Long-Term Care Ombudsman worked with Dr. David Herendeen, Director of Opera and Musical Theater at Oklahoma City University, to share the power of music and theater with long-term care residents. Dr. Harendeen and his students have created a YouTube channel to share music with long-term care residents and anyone else who wishes to listen.
- The Connecticut and Texas Long-Term Care Ombudsman Programs shared these Care-A-Van infographics on their Facebook pages as an idea for families and facilities to celebrate Mother's Day when long-term care facility visits aren't possible.
- The Texas Ombudsman program is hosting weekly Facebook Live Q&A events for residents and family members to ask the Ombudsman program questions.
- Texas Ombudsman program representatives, Vanessa Conway and Kim Palmore, visited a nursing facility and gave window hugs to residents. They made signs with positive messages and went to each window that was open. The residents waved, blew kisses, and gave air hugs. View Picture 1, Picture 2, and Picture 3.
- The Pennsylvania Ombudsman program representatives started a new Facebook page titled Virtual Visits of Cheer and Support. On the page people are creating and posting videos to say hi and support nursing home and personal care home residents.
- Children can participate in the Maine Notes for Seniors initiative by writing notes, uploading a drawing, or sending a short video to residents in nursing homes and assisted living facilities.
- Michigan Attorney General, Dana Nessel, made a video on visiting at the window of a nursing home.
- The Pennsylvania Ombudsman program launched a statewide Virtual Family Council based on Zoom that will meet weekly for as long as necessary. Program representatives will facilitate the meeting and 10 representatives are contributing to the structure, content, and outreach. The meetings will educate, support, and gather information from the families. The program has created materials and a corresponding Facebook page that includes a button to allow for families to request the link for the call. This information was also sent to local legislators for their offices, the Department of Health, and the Department of Human Services.
- AARP Texas hosted Texas State Long-Term Care Ombudsman, Patty Ducayet, on Facebook Live for a conversation about nursing homes, assisted living facilities, and care for loved ones during the pandemic.
Examples of Communication with Long-Term Care Facility Staff
Self-Care Resources
Fact Sheet on Taking Care of You
Four-Part Webinar Series - COVID-19 and Ombudsman Programs: Understanding How Trauma Impacts You, Residents, and Your Advocacy
In partnership with the Colorado Long-Term Care Ombudsman program, Consumer Voice and NORC offered 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 highlighted important themes related to trauma-informed care, person-centered care, compassion fatigue, and vicarious trauma. The series included case studies, self-reflection activities and exercises, and materials for attendees.
Consumer Voice Fact Sheets on Taking Care of You: Tips for Residents and Tips for the Family Caregiver
SAMHSA’s Disaster Distress Helpline Toll-Free: 1-800-985-5990 (English and español)
SMS: Text TalkWithUs to 66746 SMS (español): “Hablanos” al 66746 TTY: 1-800-846-8517
Website: (English) (Spanish)
SAMHSA’s National Helpline Toll-Free: 1-800-662-HELP (24/7/365 Treatment Referral Information Service in English and español)
Website: (English)
National Suicide Prevention Lifeline Toll-Free (English): 1-800-273-TALK (8255)
Toll-Free (español): 1-888-628-9454 TTY: 1-800-799-4TTY (4889)
Website: (English) (Spanish)
COVID Coach Mobile App
Tips from a Mental Health Practitioner
What to Do in These Stressful Times: A Blog by Susan Wehry, MD
Free Online Class from Yale: The Science of Well-Being
The American Red Cross is Offering Mental Health First Aid for COVID-19 Online Course
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