Long-Term Care Ombudsman Program Examples

Long-Term Care Ombudsman program examples of training materials, promotional materials, consumer education, and more are available on this page. 

This page is not comprehensive. We have more examples available. If you cannot find an example you need or you want to share an example, please email ombudcenter@theconsumervoice.org.

• Abuse, Neglect, and Exploitation
• Dementia Care without Drugs (Antipsychotics)
• Brochures, Posters, & Newsletters for Program Promotion
• Person-Centered Care
• Electronic Monitoring Devices
• Family and Resident Councils
• Home and Community Based Services
• Media Outreach for Program Promotion
• Residents' Rights
• Sexuality and Intimacy in Long-Term Care Facilities
• Social Media for Program Promotion
• Systems Advocacy
• Training Materials
• Transfer/Discharge
• Videos for Program Promotion
• Volunteer Management
• Voting

Abuse, Neglect, and Exploitation

The Prevention and Detection of Sexual Assault of Nursing Home Residents (KY)

Dementia Care without Drugs (Antipsychotics)

For You to the Resident: Know Your Legal Rights About Medications Mailer (WA)

• English
• Spanish
• Chinese
• Somali
• Ukrainian
• Vietnamese

Things to Know About Dementia That Will Touch Your Well-Being Postcard (WA)

Antipsychotic Drug Fact Sheet (WA)

Reduce the Misuse Brochure (WA)

Educational Brochure on Improper Diagnosis in a Nursing Home (TX)

Brochures, Posters, & Newsletters for Program Promotion

Long-Term Care Ombudsman Program Posters

• District of Columbia Ombudsman Program Poster
• Kentucky Ombudsman Program Poster
• Mississippi Ombudsman Program Poster
• Arkansas Ombudsman Program Poster
• Louisiana Ombudsman Program Poster

Long-Term Care Ombudsman Program Brochures

• Florida Long-Term Care Ombudsman Program Brochure
• Mississippi Long-Term Care Ombudsman Program Brochure
• Ohio Long-Term Care Ombudsman Program Postcard
• Valentine’s Day Card from the Brazos Valley Ombudsman Program in Texas
• Louisiana Ombudsman Program Brochure

Long-Term Care Ombudsman Program Cards

• South Dakota Ombudsman Cards
• South Dakota Thank You Cards (Option 2)
• South Dakota Greeting Cards (Option 2, Option 3, Option 4, Option 5)
• South Dakota Ombudsman Notebook
• South Dakota Meet Your Ombudsman Cards
• South Dakota Business Cards

Long-Term Care Ombudsman Program Newsletters

• St. Louis LTCOP (VOYCE) (August 2023)
• Pennsylvania (July 2023)
• Louisiana (April 2023)
• Ohio (January 2023)
• Louisiana (January 2023)

Infographics

• Ohio Long-Term Care Ombudsman Program Profile
• Ohio Long-Term Care Ombudsman Program Region 1 Profile

Residents and Families Promotional Materials

• Wisconsin Nursing Home Survey Brochure - The Nursing Home Survey, A Guide for Residents and Families

Person-Centered Care

Person-Centered Care Video Series and Teaching Guide (TX)

Electronic Monitoring Devices

SB 2113 Authorized Electronic Monitoring (ND)

Electronic Monitoring Documentation (ND)

Roommate Authorization to Disclose Protected Health Information Authorized Electronic Monitoring Device (ND)

Resident Rights on Electronic Monitoring (ND)

Family and Resident Councils 

Alaska Resident Council Staff Manual

Video: Introduction to Resident Councils (AK)

Video: How to Lead a Resident Council Meeting  (AK)

Resident Council Handbook (FL)

Hawaii Resident Council Brochure

Fact Sheet: Resident Councils in Nursing Homes (IL)

Resident Council Tool Kit for Residents of Long-Term Care Facilities (IL)

Resident Council Self-Evaluation (IL)

Resident Council Tool Kit for Staff Liaison (IL)

Resident Council Toolkit (MS)

Resident Council Toolkit: For residents of nursing homes and assisted living facilities (TX)

Empowering Residents Through Their Resident Council (WV)

• Staff In-Service Presentation
• Presentation for Residents
• NH handout
• Resident Council Meeting Stop Sign

Family Council Rights Poster (WY)

Home and Community Based Services

Home Care Curriculum for Ohio Ombudsmen

Media Outreach for Program Promotion

Texas LTCOP Presentation on Media Relations for Staff Ombudsmen

• All Things Media - Prezi Presentation
• Presentation Notes
• Sample Press Release
• Sample Media Advisory
• Key Messages

Residents' Rights

Residents' Rights Bookmarks (AZ)

Residents' Rights Brochure (Spanish Version) (AR)

District of Columbia Know Your Right to File a Grievance Poster

District of Columbia Nursing Homes Know Your Rights Card

District of Columbia Assisted Living Know Your Rights Card

District of Columbia HCBS Know Your Rights Card

District of Columbia Mental Health Community Residence Facility (MHCRF) Know Your Rights Card

Delaware You Have Rights Brochure

Delaware You Have Rights Brochure (Spanish)

Video highlighting residents' rights.(Howard County, MD)

Protect Yourself from Questionable Nursing Home Financial Practices flyer (NJ)

Residents' Rights Training Series (PA)

• Residents' Rights Training Video
• Residents' Rights Scenario Example Video 1
• Residents' Rights Scenario Example Video 2
• Residents' Rights Scenario Example Video 3
• Residents' Rights Scenario Example Video 4

Assisted Living Community Resident Rights (SD)

Residents' Rights Booklet (SD)

Residents' Rights Poster (SD)

Assisted Living Residents' Rights Poster (SD)

Nursing Home Residents' Rights Poster (SD)

South Dakota Residents' Rights Poster

South Dakota Person-Centered Care Poster

South Dakota Ombudsman Residents' Rights Poster

South Dakota Quality of Life Poster

Residents' Rights Door Hanger (WA)

Wyoming Long-Term Care Ombudsman Program Residents' Rights Placemats

Sexuality and Intimacy in Long-Term Care Facilities

Sexual Expression in Long-Term Care – An Advocate’s Guide (TX)

• PowerPoint
• Long-Term Care Regulation Provider Letter
• Policies and Procedures Concerning Sexual Expression at the Hebrew Home at Riverdale
• Sexual Consent Guidelines Hebrew Home
• Webinar Pre-Work: Communicating About Sexual Expression

Social Media for Program Promotion

Podcast Examples

• Illinois Ombudsman Program Podcast
• PEAK 2.0 Holiday Podcast with the Kansas Long-Term Care Ombudsman Program
• Your Care, Your Rights, Your Voice Podcast by Connecticut State Ombudsman, Mairead Painter
• Please Knock Before Entering Podcast by the Washington Long-Term Care Ombudsman Program

Facebook Examples

• Florida Ombudsman Program Facebook Page
• Harris County, Texas LTCOP Facebook Page
• New Jersey Ombudsman Program Facebook Page
• Nursing Home Ombudsman Agency of the Bluegrass, Inc's Facebook Page
• Alaska Long Term Care Ombudsman Office Facebook Page
• Pennsylvania's Long-Term Care Ombudsman Volunteers Facebook Page
• Connecticut Long Term Care Ombudsman Program Facebook Page
• Ohio Office of the State Long-Term Care Ombudsman Facebook Page
• Texas Long-Term Care Ombudsman Program Facebook Page
• Kansas Long-Term Care Ombudsman Facebook Page

X (Formerly Twitter) Examples

• Florida's Ombudsman Program 
• Harris County, TX LTCOP
• New Jersey LTC Ombudsman
• LTC Ombudsman Program for the Greater St. Louis and Northeast Missouri Areas
• Washington State Ombudsman Office
• Office of the State LTC Ombudsman for Ohio
• AACOG Alamo & Bexar Aging Ombudsman Programs

Systems Advocacy

Aging in Alaska Flyer (2023) - In early 2023, the Alaska State Ombudsman program and partner agencies decided to get on the state legislative calendar to do a "Lunch and Learn" for the legislators to learn more about the aging population in Alaska. Above is the flyer and the agencies that the State Ombudsman is partnering with for the session. This is an opportunity for all state legislators to get informed and to get to know about the LTCO program and what they do.

Connecticut Long-Term Care Ombudsman Program Advocacy Webpage - This advocacy page provides recent systems advocacy updates and information for consumers. 

Connecticut Statewide Coalition of Presidents of Resident Councils Provide Support For S.B. 973 Video (March 2021) - This video from Connecticut was made with the help of E-Board members in support of S.B 973, a bill moving forward in Connecticut that would give residents and family members the right to be heard on policy and regulatory changes that impact their lives. 

Legislative Advocacy: How to Effectively Engage LTC Ombudsman Statewide Training - PPT (IL)

IL Sample Factsheets to Legislators about the LTCOP:

• Representative District 1
• Representative District 2
• Senate District 1
• Senate District 2

New Jersey Letter to Residents Encouraging Them to Call their Senators to Increase the PNA

Local Ombudsman Speaks to HHS Senate Committee (February 2016) (TX)

Training Materials

Advocacy

• Maryland Quality Advocacy Visits - Guidance to Maryland Ombudsman Staff & Volunteers
• Oregon Ombudsman Frequent Misconceptions
• Person-Centered Care Video Series and Teaching Guide (May 2020)
  The Texas Long-Term Care Ombudsman Program produced a series of seven brief (under 2 minutes each) person-centered care videos and a teaching guide using CMP funds. A pre- and post-test are included in the teaching guide along with the answers. This training can be adapted to virtual training if programs, facilities, or councils have the capability to share videos through their webinar or webcast software. The links to the videos are in the guide and the videos are publicly available on the Texas HHSC YouTube Channel. The teaching guide may be reproduced for training purposes. 
• Massachusetts LTCOP: Appropriate or Not?
  This worksheet was created by the Massachusetts Ombudsman program to be used in trainings to determine whether the situation is or is not appropriate for an Ombudsman to handle. Answer Sheet
• Long-Term Care Ombudsman Casework: Advocacy and Communication Skills Training Kit
  The purpose of this training kit is to review Long-Term Care Ombudsmen (LTCO) complaint investigation procedures and demonstrate resident-directed advocacy and effective communication skills during complaint intake, investigation, and resolution. The training kit includes a video with case scenarios, developed by the Texas Long-Term Care Ombudsman Program, which is intended to be used with the accompanying trainer guide, trainee guide, and trainer guide with answers, developed by the National Ombudsman Resource Center, during training for new representatives or to refresh skills of experience representatives. You can access the video and download the materials for free using the links above or purchase this video on a DVD and hard copies of the guide here. 
• YOUTUBE VIDEO: Long-Term Care Ombudsman Casework: Advocacy and Communication Skills Training - Brian Brashear 
• YOUTUBE VIDEO: Long-Term Care Ombudsman Casework: Advocacy and Communication Skills Training - Brian Brashear

Fear of Retaliation

• Voices Speak Out Against Retaliation Video and Training Materials

Long-Term Care Ombudsman Program

• Wyoming Ombudsman Program Promotion Presentation
• Tennessee Long-Term Care Ombudsman Trivia Training PowerPoint
• Free Video for Ombudsman Program Promotion – What is a Long-Term Care Ombudsman?
  The Texas Ombudsman Program produced this free video for Ombudsman programs to use for program promotion and training. The video gives a short 3 minute overview of the purpose of the ombudsman program and the benefit families can gain if they call their ombudsman when they suspect a problem. The end of the video directs people to visit the NORC website so they can visit our Locate an Ombudsman page and find the contact information for their local program. Watch the video here.

Transfer/Discharge

DC

• PowerPoint on Involuntary Discharge, Transfer, and Relocation: Overview by the Office of the DC Long-Term Care Ombudsman
• The Office of the DC Long‐Term Care Ombudsman Review of Discharge, Transfer, and Relocation Notices (2023)

Florida

• Nursing Facility Transfer and Discharges Notices to LTCOP Flowchart
• Six Reasons for a Facility Initiated Discharge (Spanish)

Tennessee

• Tennessee Fact Sheet on How to File an Appeal to Dispute an Involuntary Discharge from a Nursing Home
• Tennessee Fact Sheet on Nursing Home Resident's Rights During Involuntary Discharge
• Involuntary Discharge Procedures and FAQ’s webinar and slides.

Texas

• Texas PowerPoint on How to Avoid Inappropriate Transfers and  Discharges

Minnesota

Let Me Return Home Toolkit (November 2016)
This toolkit shows how the program has approached the systemic problem of residents not being allowed to return to their skilled nursing facility (SNF) following a transfer to a hospital. This work was in response to an increase in calls from hospital discharge planners. 

• Let Me Return Home Curriculum PowerPoint
• Quick Reference Guides for Hospital Discharge Planners - version one and version two.
• ​​Appendix B – Copy of applicable regulation and guidance to surveyor from the SOMs
• Appendix C – Copy of the DHS bulletin on bed hold and leave days. 
• Appendix D – Sample bed hold notice
• Appendix g.1 – Template to appeal an involuntary discharge
• Appendix H – Consumer Fact Sheet
• Appendix 11 – Summary of ombudsman services
• Appendix I2 – Fact sheet about resident rights in nursing homes. 
• Appendix J – Brochure for ombudsmen about Mental Illness
• Appendix K –  Outline of training goals and objectives (to send to people deciding if this training meets their needs)
• Appendix L – Let Me Return Home evaluation form
• Letter to Administrator
• Physician Certification
• Operations Manual
• Minnesota Statute

Oklahoma

• Oklahoma PowerPoint on Empowering Choice of Residency: A Path to Avert Involuntary Discharges for Failure to Pay
• Oklahoma Transfer/Discharge Brochure

Oregon

• Guidance for Successful Resident Transitions in Oregon Assisted Living and Residential Care Communities

Videos for Program Promotion

Videos are a great way to raise awareness and share a story or experience. They are also a cost-effective way to connect with your supporters, volunteers, and donors. Videos can be a powerful way to show your organization's impact and needs.

YouTube Channel Examples

• Texas Long-Term Care Ombudsman Program YouTube Channel
• Southern California Council on Aging YouTube Channel
• Nursing Home Ombudsman Agency of the Bluegrass YouTube Channel

Examples of Video Use in Promoting Ombudsman Programs

Support, Advocacy for Long-Term Care Residents and Family: Texas LTCOP talks to real family members, facility staff and residents

Missouri Long-Term Care Ombudsman Program - Kayla Curry, Assistant State Ombudsman

Maryland Long-Term Care Ombudsman Program - Created by Terry Cardillino, Upper Shore Aging of Maryland

Vermont Long-Term Care Ombudsman Program

Washington State LTCOP Overview

Volunteer Management

• Florida Recruitment Toolkit
• New York Direct Mailer
• Hawaii Volunteer Brochure
• New Mexico Volunteer Ombudsman Flyer
• New Mexico Volunteer Ombudsman Brochure
• Kentucky Volunteer Social Media Graphic
• Missouri Volunteer Poster
• Pennsylvania Volunteer Engagement Toolkit
• South Dakota Volunteer Ombudsman Card

Performance Evaluation Templates from Georgia

• Volunteer Performance Evaluation
• Volunteer Long-Term Care Ombudsman Program Evaluation Form
• Volunteer Ombudsman Survey
• Volunteer Training Conference Evaluation

Ombudsman Program Video Examples

• Ohio Facebook Live Volunteer Recruitment Video - The Region 7 Ohio Ombudsman program held a “Coffee Break” Facebook live volunteer recruitment and ombudsman program information session, featuring Mary Book. 
• This video was produced by the California Long-Term Care Ombudsman program
• This video was produced by the Maine Long-Term Care Ombudsman
• This video was produced by the Alaska Long-Term Care Ombudsman program 
• These videos here and here were produced by the Louisiana Long-Term Care Ombudsman program
• This video was produced by the Ohio Long-Term Care Ombudsman program

These videos were produced by the Hawaii Long-Term Care Ombudsman program.

This video was produced by the Fresno-Madera California Long-Term Care Ombudsman Program.

This video was produced by the Oregon Long-Term Care Ombudsman Program

This video was produced by the Missouri Long-Term Care Ombudsman Program

Voting

Colorado

• Voting in Long-Term Care Facilities Signature Matching
• Voting Rights of Individuals with Disabilities: What Do Voting Laws Require?

Iowa

• Iowa Voter Guide for Residents/Tenants of Long-Term Care Facilities
• Iowa Sample Voter Assistance Plan

Missouri

• Residents’ Right to VOTE
• VOTING – What You Need to Know
• Tips for Facilities: Residents’ Voting Rights

New Jersey

• New Jersey Voting Information for Residents and Long-Term Care Facilities - October 5, 2020

Rhode Island

• Rhode Island 2022 Voter Information for Facility Residents Video