Ombudsman Compendium - Training Appendices
Appendix A - Elements of Basic Training
- NASOP Code of Ethics
- Principles for Decision Making
- Equipping Long-Term Care Ombudsmen for Effective Advocacy - Curriculum Overview
- Guidelines to Adult Learning
Appendix B-1 - Training Agendas
- Georgia Training Requirements (GA SLTCOP)
- Ohio State Training Agenda (OH SLTCOP)
- Volunteer Training Agenda (Salt Lake County, UT LTCOP)
- Volunteer Training Agenda (KIPDA District, KY LTCOP)
- Volunteer Training Agenda (Snohomish County, WA LTCOP)
- Volunteer Training Agenda ( OK SLTCOP)
Appendix B-2 - Training Tools/Exercises
Role of the Ombudsman:
- Ombudsman: Frequent Misconceptions (OR SLTCOP Training Manual)
- Volunteer Dos and Don'ts (WI SLTCOP Training Manual)
- Advocate's Responsibilities in Problem Solving (OK LTCO Training Manual)
- Appropriate Ombudsman Volunteer Activities (OK LTCO Training Manual)
- Ombudsman Volunteer Rules and Guidelines (OK LTCO Training Manual)
Communication Techniques:
- Ombudsman Effectiveness Handout (OR LTCO Training Manual)
- Persuasion and Communication Handout (OR LTCO Training Manual)
- Ombudsman Logic Handout (OR LTCO Training Manual)
- Listening Dos and Don'ts (OK LTCO Training)
- Basic Interviewing Skills Handout (OR SLTCOP Training Manual)
- Non-Leading Interviewing Techniques Handout (WI SLTCOP Volunteer Training Manual)
- Interviewing a Resident Handout (OK LTCO Training Manual)
Quizzes & Exercises:
- "Name that Right" Quiz (Snohomish County, WA LTCOP)
- LTCOP True or False Questions and Answers (Snohomish County, WA LTCOP)
- What Do You Know About Aging? Quiz and Answer Sheet
Unique Items to Enhance Training:
- Rogue or Zombie: Both Gotta Go! (handout by Dr. Wayne Nelson)
- How Many Ombudsmen Does it Take to Change a Light Bulb?
Appendix B-3 - Case Studies
For Basic Training - Role of the Ombudsman:
- Cases to Discuss (OH SLTCOP)
- Case Studies (Snohomish County, WA LTCOP)
- Investigation Case Studies (OR LTCOP)
- Case Planning Worksheet/Exercise (LA SLTCOP)
- Concerned Visitor Exercise (LA SLTCOP)
- Problem Resolution Case Studies (OR LTCOP)
- Residents' Rights Case Studies (OR LTCOP)
- Involuntary Transfer Case Studies (OR LTCOP)
For Continuing Education/Skill Refinement:
- Case Study: Mrs. Smith (OH LTCOP)
- Scripted Role Plays (MO SLTCOP)
- National Ombudsman Reporting System Training Materials Overview
Appendix B-4 -Self-Study or Homework
- Training Videos Used by Ombudsmen
- Supplemental Reading List
- Self-Study Module (Salt Lake County, UT LTCOP) - Confidentiality
Appendix B-5 - Mentorships/Internships
- Volunteer Ombudsman Training - Mentoring Protocol (ID SLTCOP)
- Ombudsman Trainee Internship Materials (IN SLTCOP)
- Ombudsman Trainee Internship Evaluation (LA SLTCOP)
- Volunteer Shadow - Evaluation Used by Observer (Salt Lake County, UT LTCOP)
- Shadowing Experience Evaluation - Used by Volunteer (Salt Lake County, UT LTCOP)
Appendix C-1 - Organizational Tools
- Volunteer Placement Conference (TX SLTCOP)
- Format for Volunteer Ombudsman Placement Meeting (Northern VA LTCOP)
- Ombudsman Volunteer Checklist (HI SLTCOP)
- Volunteer Advocate Orientation Verification (MN SLTCOP)
- Volunteer Ombudsman Monthly Report Form (WI SLTCOP)
- Long-Term Care Ombudsman Training Hours & Certification Checklist (WV SLTCOP)
Appendix C-2 - Certification Materials
- Content and Administration of Certification Exams (OH SLTCOP)
- Certification Requirements for Long-Term Care Ombudsmen (GA SLTCOP)
- Sample Case Studies with Essay Questions (OH SLTCOP)
Appendix C-3 - Program Evaluation Tools
- New Volunteer Training Evaluation (Snohomish County, WA LTCOP)
- Statewide Conference Evaluation
- Statewide Conference Evaluation - Sample using Likert Scale
- Designation and Service Review (OH SLTCOP)
Appendix C-4 - Designation/Certification Processes
- Ombudsman Designation Letter (OK SLTCOP)
- Sample Designation Letter to New Volunteers (MN SLTCOP)
- Request for Renewal of Ombudsman Designation (MN SLTCOP)
- Volunteer Advocate Request for Renewal of Designation (MN SLTCOP)