Ombudsman Compendium - Retention Appendices

Appendix A

Methods of Providing Ongoing Support
Mentorship Packet (Monroe County, NY LTCOP)
Guidelines for Mentors (NASOP)
The Volunteer Ombudsman - newsletter feature (WI SLTCOP)
Quarterly Discussion Group (Suffolk County, NY LTCOP)

Appendix B - Recognition Concepts

Effective Praising (TX SLTCOP)
Rules for Recognition (TX SLTCOP)
Heart of Our Program Card (NY LTCOP)
Certificate of Appreciation (Pierce County, WA LTCOP)
Ombudsman Award Nomination Form (OK SLTCOP)
Value of Volunteers (OK SLTCOP)
Ombudsman Volunteer Survival Kit (MO SLTCOP)
Program from Volunteer Ombudsman Recognition Banquet (East Tennessee LTCOP)
Volunteer Recognition Planning Idea List

Appendix C Assessment Tools

Ombudsman Evaluation Tools:

Ombudsman Volunteer Evaluation (Salt Lake County, UT LTCOP)
Ombudsman Check List (Perce County, WA LTCOP)
Mentor Program Evaluation (CA SLTCOP)
Volunteer Ombudservice Program Evaluation (Rochester, NY LTCOP)
Self-Assessment Tool for Volunteer Ombudsmen (Northern VA SLTCOP)

Program Assessment Tools:

Volunteer Program Self-Assessment Checklist (The National Consumer Protection Technical Resource Center)
Shadowing Experience Evaluation (Salt Lake County, UT LTCOP)
Annual Assessment Preparation Checklist and Assessment Tool (OK SLTCOP)
Volunteer Ombudsman Program Self-Assessment Tool (Robyn Grant, NORC Consultant)
LTCO Program Standards - Volunteer Management (WA SLTCOP)

Appendix D-1 - Program Management Tools

Motivating Volunteers Fact Sheet (NV Cooperative Extension)
Volunteer Management (TX SLTCOP)
11 Guaranteed Ways to Kill Motivation (TX SLTCOP)
Volunteer Management and Recruitment Quiz (OK SLTCOP)
Coaching for Improved Performance (TX SLTCOP)

Appendix D-2 - Career Ladders

Volunteer Ombudsman Mentor Position Description (Northern VA LTCOP)
Training Agendas for Two Levels of Volunteer Ombudsman Training (Four-day training) QIS Training - two-day (Salt Lake County, UT LTCOP)
Quality Issues Specialist Volunteer Position Description (Salt Lake County, UT LTCOP)
Certified Ombudsman Volunteer Position Description (Salt Lake County, UT LTCOP)
Long-Term Care Visitors & Certified Ombudsman (LA SLTCOP)

Appendix D-3 - Policies and Procedures

TA Memorandum re: Ombudsman Disciplinary Procedures (TX SLTCOP)
Volunteer Ombudsman Program Complaint Resolution Procedures (TX SLTCOP)
De-Designation Policy (AR SLTCOP)
Grievance Procedures (WA SLTCOP)
Ombudsman Program Policies and Procedures - grievance excerpts (Salt Lake County, UT LTCOP)

Appendix E - Exit Interviews

Ombudsman Volunteer Program Exit Interview (Salt Lake County, UT LTCOP)
LTC Ombudsman Volunteer Exit Interview (HI SLTCOP)
Volunteer Advocate Survey (MN SLTCOP)
Exit Interview Letter and Survey (KS SLTCOP)

The Consumer Voice

The Consumer Voice is a national organization to improve the quality of care for long-term care consumers. Visit www.theconsumervoice.org for more information.

Save the Date

Save the date for the 2010 Consumer Voice Annual Meeting & Conference, October 19-22, in Orlando, Florida. Visit www.theconsumervoice.org for more information.

2008 NORS Data

Find data and reports on long-term care ombudsman programs. All programs efforts are summarized in the National Ombudsman Reporting System (NORS); data has been collected since 1996 and gives a good picture of the extent of ombudsman activities nationally and in every state.