Training
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Training curricula and methods are constantly being revised and re-evaluated to better address a state's needs and provide current information. The Center is happy to provide documents, best practices and training manuals to enhance and strengthen state's training of paid and volunteer ombudsmen. See items labeled  for most recent additions to this index.
You will need Adobe Acrobat Reader to open pdf files.
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Documents
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Translating Nursing Home Ombudsman Skills to Assisted Living: Something Old, Something New – Teaching Guide (May 2008). This document is to assist long-term care ombudsman programs in teaching the content of the paper to LTCO to enable them to be more effective advocates for residents in assisted living.
Corresponding Original Document: Translating Nursing Home Ombudsman Skills to Assisted Living: Something Old, Something New (March 2003)
Uses of Mediation in Assisted Living and Some Advice Thrown In: An Ombudsman Training Module (February 2001). This paper outlines a way for long-term care ombudsmen to explore and appreciate the major risk factors for disputes with relation to assisted living, and shows how mediation fits into the picture. Strategies for identifying and untangling underlying problems, opening a dialogue, and negotiating “gain-gain” solutions are examined via role play and group discussion.
Best Practices: Training Programs for Ombudsmen (October 2000). A resource for states in reassessing or revising their training programs for new ombudsmen.
Volunteers in the LTCO Program: Training, Certification and Liability Coverage (December 1999). A study of varied state ombudsman programs, their use of volunteers and training provided.
If you are interested in other Center Documents please go to the Library.
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NORS Training Materials
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Long Term Care Ombudsman efforts, including numbers and types of cases and complaints handled, consultations to consumers and facilities, and more are summarized and compiled through the National Ombudsman Reporting System (NORS) data that have been collected since 1996. All states are required to submit their data annually to the Administration on Aging where it is compiled and analyzed, and submitted to Congress.
In order to improve consistency in the data, four training modules were developed by the Workgroup to Improve NORS Consistency (WINC), made up of state and local ombudsmen, AOA, and NORC. These training materials should be used regularly in ombudsman training - both with new and experienced ombudsmen.
See NORS Training Modules, Parts I-IV below:
Part I Materials:
The Three C's: Case, Complaint, Consultation - a definition of principles.
The Quiz - designed to reinforce the principles - to be completed by participants prior to training session. - Trainers may obtain answers to the quiz from their State LTC Ombudsman.
Part II Materials
Basic Principles Part II - coding, verifying, and closing complaints
Complaint Categories and Codes - a guide for ombudsman
Complaint Categories Quiz - Part II - Trainers may obtain answers to the quiz from their State LTC Ombudsman.
Beyond the Basics Quiz - Trainers may obtain answers to the quiz from their State LTC Ombudsman.
Part III Materials
Basic Principles Part III - Verifying, Coding, Closing
Complaint Disposition
Part IV Materials
Annotated NORS Activity Chart
Activity Quiz - Trainers may obtain answers to the various quizzes from their State LTC Ombudsman.
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Best Practices
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Best Practices are informal documents in various categories developed to share information among ombudsman programs. They are program-based not research-based. Those below fall into the training category.
Bio-Ethics Training, New Jersey (April 2001)
Collaborating on Consumer Education, Kentucky (April 2006)
Consistency in Statewide Quarterly Training, Missouri (April 2006)
Co-sponsored Training with the Missouri Bar, Missouri, (April 2006)
Educating the Public and Training Law Enforcement Professionals, North Carolina (April 2006)
Joint Training: Ombudsmen together with Survey and Certification, Georgia (April 2002)
Ombudsman and APS: Roles and Responsibilities, Colorado (April 2006)
Palliative Care Training, New Jersey (April 2001)
Residents' Rights training for facility staff, Missouri (April 2003)
Sexual Assault Training, Kentucky (April 2006)
Training for Operators of Small Assisted Living, Texas (April 2001)
Volunteers: Training Recruitment and Recognition, Maine (April 2003)
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Training Manuals and Curricula
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The Ombudsman Center is pleased to provide the following excellent manuals and other resources for your use. Click on the link to download and print the files. The Center appreciates the following programs' cooperation in allowing all ombudsman the opportunity to develop their training curricula. These manuals have been included because of their quality of content, adaptability and ease of use. Other manuals are available. Please contact The Center directly for more information.
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Nebraska PowerPoint Training for Volunteer Ombudsmen
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Nebraska PowerPoint Training for Ombudsmen on Assisted Living
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The California Ombudsman Program has a new core curriculum titled, “Equipping California Long-Term Care Ombudsman Representatives for Effective Advocacy: A Basic Curriculum.”
The curriculum, developed primarily by Sara Hunt, has eight chapters:
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History and Role of the Long- Term Care Ombudsman;
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The Aging Process;
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California ’s Long-Term Care Setting;
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Paying for Long-Term Care;
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Residents’ Rights;
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The Problem Solving Process: Investigation;
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The Problem Solving Process: Resolution; and
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Responding to Elder and Dependent Adult Abuse and Neglect in Long-Term Care Facilities
There are teaching notes for each chapter and an appendix that includes tests and answers, PowerPoint presentations and other materials to supplement the chapters. The core curriculum provides standardized certification training for prospective ombudsman staff and volunteers and is based upon the national curriculum, also developed by Sara Hunt.
Curriculum
Appendix:
Tests
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The Missouri LTCOP has developed a series of training modules for regional volunteer ombudsmen:
Diversity Awareness Training
Miscommunication Training
Handling Conflict - Pickle Preparation
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Please note that the consent piece in the presentation only pertains to WI case law. It is important that other states are aware of this and may need to do research on their consent laws in their state.
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Arkansas LTC Ombudsman Operations Manual The Ombudsman strives to be a trusted advocate for all residents - educating them regarding their rights; empowering residents to speakfor themselves; while providing advocacy for those without a voice. The operations manual for Arkansas Long-Term Care Ombudsman includes a section on responding to requests for long-term ombudsmen records. Records of the long-term care ombudsman program are confidential and shall be disclosed only in limited circumstances. See the manual for detailed information.
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Ohio Home Care Curriculum for Ombudsmen The training curriculum for Ohio long-term care ombudsmen includes a section on advocacy in home care. Ohio is one of a few states where long-term care ombudsmen have the authority to advocate for individuals receiving home care. The curriculum on home care advocacy is taught along with other types of long-term care advocacy.
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Texas Certification Manual This Texas Ombudsman certification curriculum was developed with content from the National Ombudsman Resource Center, DADS, other State LTC Ombudsman Programs and input from the twenty-eight local ombudsman programs in Texas. This training program increases student interaction with reviews and case study exercises at the end of each module.
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MO Scripted Role Plays A collection of skits, this document represents a joint creative effort of the State and Regional Ombudsman staff in Missouri. These scripted role plays are being shared for use as a tool to encourage active participation in training sessions to maximize learning opportunities for ombudsman trainees.
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Mental Health Ombudsman Training Manual The following slide presentations come from a training manual that was developed in 2004 for the NY Long-Term Care Ombudsman Program by Dr. Susan Wehry, Associate Professor, University of Vermont College of Medicine. The goals of the training curriculum are to increase ombudsman comfort level in working with residents living in adult homes with mental health needs and to increase ombudsman ability to effectively advocate for these residents.
Mental Health Issues in Nursing Homes: I'm Glad You Asked - Susan Wehry, M.D. (2001).
Help for the Ombudsman: Assisting the Adult Home Resident - Susan Wehry, M.D. (2002).
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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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Kentucky: The Prevention and Detection of Sexual Assault of Nursing Home Residents. Developed by the Nursing Home Ombudsman Agency of the Bluegrass, Inc. (NHOA) and Bluegrass Rape Crisis Center (BRCC), this manual and excellent training resource is intended for use by long term care ombudsmen in collaboration with local rape crisis programs.
My Body, My Rights brochure is a companion piece that can be used by long term care ombudsmen and rape crisis programs.
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Texas Hydration Training A set of documents that includes a PowerPoint presentation, fact sheets, and other handouts to train and provide resources for ombudsmen and direct care staff.
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Alaska Long Term Care Ombudsman Program Manual A great resource for Ombudsman. Includes key information on ombudsman procedures, relevant statutes, ethics, communication skills and the aging network.
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Georgia Long Term Care Ombudsman Volunteer Trainer's Manual Developed in 1998, this 400+ page manual was designed to better enable ombudsman to effectively train volunteers on a wide variety of essential topics. The Center appreciates Georgia's cooperation in sharing this excellent manual.
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The California LTC Ombudsman Program Downloadable presentation slides and accompanying documents developed by the California Ombudsman Strategic Action Taskforce (COSAT) that be be used to communicate information about the program to a broad range of stakeholders. The information focuses on six Core Elements including complaints, ombudsman presence, poor practice, community awareness, public policy and program administration. California Core Elements Forms are available through the center.
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Comprehensive Training Manual Developed in 1992 as a baseline of information for aiding long term care ombudsmen in their jobs. The curriculum provides information about the critical aspects of federal, state, and local laws, regulations and policies addressing long term care facilities. It includes content on skill development investigative techniques and communications, psychological aspects of aging as well as layman's descriptions of common illnesses, conditions and medications.
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Illinois Long Term Care Training Modules Provides training for ombudsman who have completed basic training. The topics include investigation, resolution, documentation, access, involuntary discharge and working with the Illinois Department of Health. Each of the six modules includes teaching tips and is geared toward the adult learner.
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Supplemental Ombudsman Training Modules The development of these modules was funded by the Retirement Research Foundation of Chicago. The areas needed for training were identified by the regional ombudsmen in Illinois and the content is intended for use with both volunteer and paid ombudsmen. All the modules may be downloaded from the ICARE website and may be used without permission, giving credit to the Retirement Research Foundation.
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West Virginia Program Guidance Training modules provide insight into key ombudsman issues.
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