NORS Training Materials

NORS Training

NORS Consistency Training, March - September 2004

Training Schedule for all regions (revised 2/24/04) 

Part One Materials for all sessions:

The Three C's (*pdf): Case, Complaint, Consultation - a definition of principles. (Word file)

The Quiz (*pdf) - designed to reinforce the principles - to be completed by participants prior to the conference. (Word file)

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Part Two Materials

Teaching NORS Consistency (*pdf)- an outline for interactive training of local ombudsmen

Basic Principles Part II (*pdf) - coding, verifying, and closing complaints

Complaint Categories and Codes (*pdf) - a guide for ombudsman

Sample Scenarios - prepared by WINC, this document clarifies some special issues.

Complaint Categories Quiz - Part II (*pdf)