Volunteer Management

Volunteer Management

Volunteers are the backbone of the long-term care ombudsman program in many states. With the help of volunteer ombudsmen, the LTCOP can have a regular presence in facilities and stay in touch with residents. Included are materials for ombudsman programs on recruitment, training, and retention of volunteers; materials from conference call trainings hosted by the NORC; and examples of volunteer recognition events from around the country to inspire your programs. See items labeled for most recent additions to this index.

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Quick Links:

• Ombudsman Compendium
• Conference Calls
• Examples of State Training Manuals
• Training/Recognition Events

Ombudsman Compendium

• Ombudsman Compendium - All three chapters and appendices available: Recruitment, Training, and Retention.

Conference Calls

• Volunteer Coordinators Network - Series of topical conference calls discuss volunteer management issues.

Examples of State Training Manuals

• Nebraska PowerPoint Training for Volunteer Ombudsmen
  
  
• The Missouri LTCOP has developed a series of training modules for regional volunteer ombudsmen:
  
  
• Diversity Awareness Training
  
  
  • Diversity Awareness Participant Training Packet
  • Diversity Awareness Presenter Training Material
  • Diversity Training Powerpoint
    
    
• Miscommunication Training
  • Miscommunication Evaluation Form
  • Miscommunication Participant Training Packet
  • Miscommunication Presenter Training Material
  • Miscommunication Powerpoint
    
    
• Handling Conflict - Pickle Preparation
  
  
  • Pickle Preparation Evaluation Form
  • Pickle Preparation Participant Training Packet
  • Pickle Preparation Presenter Training Material
  • Pickle Preparation Powerpoint
    
    
• New York: Ombudsman Training Manual This manual serves as both a training tool and comprehensive resource guide. It is for use by LTCOP staff and coordinators as they provide training to Ombudsman volunteers. The eight modules of the manual updated in 2004 can be found on the NY State Ombudsman website.

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Training/Recognition Events

• Mary Schnell, Minnesota Volunteer Advocate, Honored by AARP

Mary with her husband, Jim Schnell, at an awards luncheon in Willmar, MN, on November 6, 2008.

Mary Schnell, who recently retired after serving for more than 18 years as a volunteer for Minnesota's Office of Ombudsman for Long-Term Care, recently received the 2008 AARP Andrus Award for Community Service. The award honors the legacy of AARP's founder, Dr. Ethel Percy Andrus, whose motto, was"to serve, not to be served." The award is given each year to one person in each state, the District of Columbia, Puerto Rico and the US Virgin Islands, who has"demonstrated the power to make it better in their communities in ways that are consistent with AARP's mission, vision and commitment to volunteer service, and that inspire others to volunteer." Mary began volunteering for the Ombudsman's office following an AARP recruitment effort.

• Minnesota's Office of Ombudsman for Long-Term Care's Annual Statewide Volunteer Recognition and Training Event

Minnesota's Office of Ombudsman for Long-Term Care held its Annual Statewide Volunteer Recognition and Training Event on May 20-21, 2008. This year 55 of their 87 volunteers, as well as 18 regional ombudsmen and state office staff, had the opportunity to learn from each other during round table discussions; to hear a panel of volunteers give examples of how they make a difference in residents' lives; and to listen to speakers discuss compassionate visiting and how nursing facilities can use Minnesota's Quality of Life Resident Satisfaction Survey results to improve their customer service. The highlight of the event was the recognition dinner where three volunteers were honored for 15 years of service, two were honored for 10 years of service and four were honored for five years of service.

• Agenda

Ann Holme, Regional Ombudsman, and Audrey Wiita, Volunteer Ombudsman, celebrate at the Recongition Event.

Mel Reinke, Volunteer Ombudsman of 15 years from Mountain Iron, MN, and Virda Hall, Regional Ombudsman of 15 years, from Ortonville, MN

• 2008 Kansas Certified Volunteer Ombudsman Annual Conference

The Kansas Ombudsman Program held their annual training for volunteer ombudsmen, May 1-2, 2008, in Topeka. There were approximately 85 certified volunteers in attendance. View the agenda and the Resident Rights Rally Program (pg. 1 and 2).

Photo 1: Gilbert Cruz, Kansas State LTC Ombudsman and Volunteer Ombudsman

Photo 2: Certified Volunteer Ombudsmen

Photo 3: Jerry Kasunic, DC LTC Ombudsman

Photo 4: Jessica Brill, NCCNHR Project Coordinator and Kathleen Sebelius, Kansas Governor

Photo 5: Resident Rights Rally at the Kansas State Capitol

Photo 6: Certified Volunteer Ombudsmen at the Resident Rights Rally at the Kansas State Capitol

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