Specialized Information for:

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

Program Management NORC Resources

Collaboration/Working With Other Agencies

Long-Term Care Ombudsmen and Adult Protective Services:  Roundtable Discussion Session Summary
Ten years after the meeting in 1993 , discussions were held once again between NASOP and NAPSA at the Ombudsman Spring Training Conference. This informal roundtable discussion session in April 2003, acknowledged the continued commitment of both professional associations to jointly address issues and to better serve clients through collaboration. This document, prepared by Sara Hunt, ORC Consultant, summarizes the session.

Ombudsman Best Practices: Enhancing Consumer Access Through Coordination Focus: Ombudsman and Aging I&R/A Programs (January 2004)
This paper focuses on how access to the ombudsman program can be enhanced through establishing relationships with I&R/A programs.

Long-Term Care Ombudsman Programs and Legal Assistance Developers Collaboration Report
This report includes in-depth information about the two programs and the current status of collaborations between LTCOPs and LADs. NORC worked with the National Association of State Long-Term Care Ombudsman Programs (NASOP), the National Association of Legal Services Developers (NALSD), and the Center for Social Gerontology in the development of two questionnaires, one sent to State Ombudsmen, and the other to Legal Assistance Developers. 

Collaborations between Long-Term Care Ombudsmen and Protection & Advocacy Agencies (September 2013)

Both the Protection and Advocacy (P&A) and the Long-Term Care Ombudsman (LTCO) statutes require the systems to collaborate in coordination of services. Collaboration between the two systems maximizes the amount of important services that reach older adults  and people with disabilities by enhancing the effectiveness of both the P&A and LTCO systems.  This report compiles research gathered from the P&A and LTCO networks, which provided information on barriers, best practices and recommendations for enhanced collaboration.


Quick Reference Guide: Ethical Guide for Long-Term Care Ombudsmen (November 2010)
This quick reference guide provides an overview of the topic, foundation points for ombudsman practice and key resources for more in-depth knowledge and to improve ombudsman skills. Because there are a number of resources from which ombudsmen can gain information about ethics, the focus of this guide is identifying resources that discuss ombudsman practice related to working through ethical dilemmas.

Conflict of Interest and the Long-Term Care Ombudsman Program (July 2009)
Identifying and preventing, removing or remedying conflicts of interest is not a simple task. There is not an established solution for every potential conflict of interest situation. Addressing conflict of interest requires continual vigilance, dialogue, assessing the potential impact on residents, and thoughtful strategies to remove or remedy the conflict. The easiest solution is to avoid the conflict of interest. This paper discusses the Older Americans Act provisions and dimensions of conflict of interest. Key resources and approaches utilized by several state and local ombudsman programs are included as examples of program management practices to address issues.

Working Through Ethical Dilemmas (1989)
Ethical issues arise when there are questions, or uncertainties, about the "right" thing to do in a given situation. An ethical issue can become a "dilemma" when an individual, or group of individuals, must choose between two or more plans/actions when no one choice is clearly satisfactory. While ombudsmen are well acquainted with ethical dilemmas that typically arise, guidance for working through some of these has been lacking. This paper describes some of the various ethical dilemmas that ombudsmen encounter. Neither specific solutions nor prescriptive guidelines are given to resolve the dilemmas.

  • In-Service Training Guide for Ombudsmen: Ethical Issues in Case Advocacy (1989)
    The purpose of this training guide is to sensitize ombudsmen to some of the ethical issues that arise in the course of case advocacy and provide guidance in resolving these issues. "Working Through Ethical Dilemmas in Daily Ombudsman Practice" is the primary resource for this training and should be read by the trainer before teaching this session.

Ombudsman Program Structure & Management

Long-Term Care Ombudsman Certification Survey (March 2010)
Coordinated by NORC and NASOP, this survey looks at certification and initial training requirements for long-term care ombudsmen. Forty-two states participated in the survey..

State LTC Ombudsman Program: A Primer for State Aging Directors and Executive Staff (2011)

Strengthening the Connection Between State and Local Long-Term Care Ombudsmen: Management Practices to Improve Coordination (August 2010)
This resource brief by NORC Consultant Sara Hunt offers tips and management practices that can used to improve the coordination between state and local ombudsmen.

Program Effectiveness

State Ombudsman

Ombudsman Program Representatives

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