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Training Resources Training Resources
II. TRAINING OF OMBUDSMEN
Best Practice, Curriculums:
Best Practice:
Ombudsman Best Practices: Training For Long Term Care Ombudsmen (September 2000) Sara Hunt. NORC. $10
This paper is a resource to states in re-assessing or revising their training programs for new ombudsmen. It identifies: key components in LTCOP training programs, various approaches used among the states, and salient questions ombudsman programs need to consider in designing or reassessing their training.
*Copies available through NCCNHR Available on NORC website
Curriculums:
Sample Curriculums and Training Manuals are available on the website including those from Georgia, Alaska, and California, Texas. The Center appreciates the willingness of states to share these products with other programs. These are typically long documents and can be downloaded by chapter. The Center will provide on disc if preferred. Hard copies of manuals from other states are also available from the Center upon request.
Equipping State Long-Term Care Ombudsmen for Their Leadership Role: A Self-Study Guide (August 2004 – June 2007). Sara Hunt. NORC
This self-study guide was designed for new State Ombudsmen to assist them in understanding the Long-Term Care Ombudsman Program and their leadership role. It is one of several methods used by the NORC and NASOP to provide support and resources to new State LTC Ombudsmen. Modules include:
¨ The History and Role of the LTCOP
¨ The Aging Process
¨ Residents’ Rights
¨ The Problem-Solving Process: Investigation
¨ The Problem-Solving Process: Resolution
The initial module "The History and Role of the LTCOP" has the same title as the initial module in the curriculum developed for local ombudsmen has been enhanced for use by State Ombudsmen. It includes more detail for reference purposes and is more specific to the role of State Ombudsman in examples and quotes.
*Copies available through NORC Available on NORC website
Equipping Long-Term Care Ombudsmen for Effective Advocacy: A Basic Curriculum (May 2004 – December 2006). Sara Hunt. NORC
A curriculum has been developed to help states improve their basic training for designating local long-term care ombudsmen (LTCO). The teaching methods are based on principles of adult learning and grounded in LTCO values such as being resident directed. States will add state specific content where appropriate. Content modules were distributed to State LTCO upon completion during the three year process. The Curriculum Overview provides guidance on adding supplemental, state specific information, and other important components, such as facility visits, to complete the training and designation process.
The modules are:
¨ Curriculum Overview and Adult Learning Tips
¨ The Long-Term Care Ombudsman Program: History and Role
¨ The Aging Process
¨ Residents’ Rights
¨ The Problem-Solving Process: Investigation
¨ The Problem-Solving Process: Resolution
*Copies available through NORC Available on NORC website
Comprehensive Curriculum: A Training Resource for State Long Term Care Ombudsman Programs (1992) 236 pages. NORC.
This document is a compilation of existing training programs from several different states, developed to provide the basic knowledge and skills that ombudsmen need to perform their jobs and to meet the training requirements of the Older Americans Act. While somewhat dated, the material used in this Curriculum is adaptable to the structural differences in programs. It contains content necessary for well-trained ombudsmen, including information on the federal, state and local laws and regulations which address long term care facilities and the investigative techniques used in ombudsman work. Modules cover the following topics: communication techniques, biological, psychological, and sociological aspects of aging; common illnesses and conditions of aging; the effects of medications on older people; mediation and negotiation. Recommended readings and resources identified at the end of the Curriculum enhance its utility. This document is also available on diskette upon request.
*Copies available through NORC Available on NORC website
Training Development:
Training Development:
Nursing Homes: Getting Good Care There – Teaching Guide (August 2007) Sara Hunt. NORC
This Teaching Guide takes Nursing Homes: Getting Good Care There’s message, You can do it!, to consumers. It contains resources for conducting a session based on the book’s content. The Teaching Outline contains key speaking points and a few suggestions for engaging the audience. It is not a detailed outline for a presentation. Users will “make it your own” by adding content or exercises and letting your individual style and knowledge shape your speaking notes.
*Copies available through NORC Available on NORC website
Six Training Modules from Illinois (2002) are available on the website that were developed for ombudsmen who have already been trained in basic ombudsman skills. The modules were developed via contract with Sara Hunt and Hollis Turnham. They include “teaching tips” as well as detailed training materials on the following topics: Investigation, Resolution, Documentation, Access, Involuntary Discharge, and Working with the Illinois Department of Health. Our appreciation to the Illinois Ombudsman Program for sharing these materials. If adapted for another state, please credit the Illinois Program.
*Copies available on disc through NORC Available on NORC website
Training Module: Uses of Mediation in Assisted Living – And Some Advice Thrown In (February 2001) NORC. $10
Designed to promote an appreciation for the potential benefits, pitfalls and critical decisions involved in mediation in assisted living conflict resolution. Mediation strategies are identified. Role plays, overheads and other resources are included.
*Copies available through NASUA Available on NORC website
The Long Term Care Ombudsman Program: Unique Characteristics (Nov 2000) Sara Hunt. NORC. (See Program Management Section for description)
*Copies available through NORC Available on NORC website
Volunteers In Long Term Care Ombudsman Programs: Training, Certification, And Insurance Coverage (Dec. 1999) 9 pages. Gail MacInnes, Researcher and Alice Hedt, Project Director. NORC.
A preliminary study conducted by the National Ombudsman Center concerning Ombudsman Program Volunteers. The paper examines the recruitment and utilization of volunteers as well as providing information on the different strategies that states are using for volunteer training and certification.
*Copies available through NORC Available on NORC website
Training Videos:
Training Videos:
The Why and What of the Long-Term Care Ombudsman Program (2006) NORC. 80 minutes. $20
Video: Strength in Numbers: The Importance of Nursing Home Family Councils (2003). Developed by NCCNHR through a grant from the State of Maryland Department of Health and Mental Hygiene, Office of Health Care Quality. 20 minutes. $49.95
A video and companion booklet to be used with family members, established family councils, facility staff, and community groups. Takes individuals through the critical steps needed to form and maintain a family council. Key strategies for recruiting members, communicating with
facility staff, and creating an effective family council structure are included.
*Copies available through NCCNHR.
DVD: “Mental Health Advocacy” Training Program (2002)
The training program presented in the DVD was filmed during a presentation Dr. Susan Wehry, a board-certified community psychiatrist with a specialization in geriatric psychiatry, provided to the New York LTC Ombudsman Program in 2002. Please note the video footage is rough and not suitable for use in training large audiences. However, the Ombudsman Resource Center staff felt that the quality of information presented and the urgency of the subject matter far outweighed the drawbacks to releasing the information in this format. With this in mind, we are suggesting that the DVD be used as a self-study tool.
The footage has been edited and the presentation divided into two segments. A self-study worksheet has been developed to accompany both Part I and Part II of the DVD. Viewers should utilize the worksheets while viewing the DVD to assist them in following the key points and principles presented. An answer sheet for the worksheets is also included and is intended for viewers as a tool in checking their work.
*Copies available through NORC
Video: Nursing Home Care Plans: Getting Good Care (Fall 1999) Developed by the AARP in cooperation with NORC. Based on the NCCNHR book Nursing Homes: Getting Good Care There. 15 minutes. Free
An excellent training video for ombudsmen, facility staff, families, residents and the public to explain the importance of individualized care through the care planning process. Features a local ombudsman as well as three residents. Includes a user’s guide with suggestions for discussion questions and key topics to cover in discussion.
*Copies available through AARP to order send written request to: AARP Fulfillment, 601 E Street, NW, Washington, DC 20049. Include the entire name of the video as well as stock #: C1642. You may request up to 10 copies.
Elder Abuse Video Resources: A Guide for Training and Public Education (1993) NASUA. 52 pages. $8
This resource guide is useful for both staff training and public education activities. The guide highlights selected videos, summarizing content and listing specifics such as audience, format, length, price, and ordering information.
*Copies available through NASUA
Video: Advocates for Residents’ Rights: The Older Americans Act Long Term Care Ombudsman Program (January 1993) AoA. $14
This classic video continues to be useful to attract and orient volunteers to the long term care ombudsman program. Features Arthur Fleming explaining the key concepts of the program and the importance of volunteers.
*Copies available through NCCNHR in DVD format
Video: Dispute Resolution Skills for the Long Term Care Ombudsman (1992) Video series. NORC. No charge.
This videotape features five vignettes that show ombudsmen using dispute resolution techniques to handle complaints. Ombudsmen are shown using the skills of a negotiator, mediator, educator, and planner. The video was developed by the California Law center on Long Term Care for the California Department of Aging, and was originally disseminated by the National Center for State Long Term Care Ombudsman Resources to all State Ombudsmen.
*Copies available through NASUA
Basic Complaint Handling Skills for Ombudsmen (April 1991) 35 pages. Sara Hunt. Videotape and Trainer's Guide. NORC. $24.50
The videotape and training guide were developed to assist in teaching basic complaint handling skills to new ombudsmen. It is intended to be used in conjunction with classroom instruction. The situations on the tape are designed to provoke discussions and offer opportunities for teaching specific skills, program policies and procedures, and the ombudsman's responsibility to residents.
*Copies available through NASUA
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