Training

Training for ombudsman staff and volunteers is critical for maintaining an effective long-term care ombudsman program. Training curricula and methods are constantly being revised and re-evaluated to better address a state’s needs and provide current information. The National Long-Term Care Ombudsman Resource Center develops and collects materials and information that enhance and strengthen the training of paid and volunteer ombudsmen.

Materials included below have been either developed by the Center or have been shared with the Center by various state and local ombudsman programs.

Documents Related to Training

Best Practices: Training Programs for Ombudsmen (October 2000)
A resource for states in reassessing or revising their training programs for new ombudsmen.

Long-Term Care Ombudsman Certification Survey (March 2010)
Coordinated by NORC and NASOP, this survey looks at certification and initial training requirements for long-term care ombudsmen. Forty-two states participated in the survey.

Training Videos Used by Ombudsmen (Updated May 2011)
This list is a starting point for compiling effective training tools. Thanks to all of the local and state ombudsmen and volunteer coordinators who contributed information for the compilation of this list. Please contact the Ombudsman Resource Center at (202) 332-2275 if your favorite videos are not on this list.

Volunteers in the LTCO Programs: Training, Certification, and Liability Coverage (December 1999)
A study of varied state ombudsman programs, their use of volunteers and training provided.

Return to Top

National Ombudsman Reporting System (NORS) Training Materials

A four-part training module has been developed on the National Ombudsman Reporting System (NORS) to instruct ombudsmen on how to record the work they do on behalf of residents, including visits to facilities, complaints, consultations, and more. Each state reports their data to the Administration on Aging, to be summarized into NORS.

Part I NORS Training Materials

Part II NORS Training Materials

Part III NORS Training Materials

Part IV NORS Training Materials

Workgroup to Improve NORS Consistency (WINC) Reviewed Questions & Answers - NEW
This page contains questions submitted to the WINC committee regarding the coding and recording of Ombudsman Activities.  The questions are categorized by the NORS Ombudman Activities to which they pertain. The WINC develops answers to questions with input from the Administration on Aging.  You will also find information on how to submit a question regarding NORS.

NORS Train the Trainer Session - 2011 Consumer Voice Conference
This video contains teaching tips and suggestions from NORC, AOA, and State and Local Ombudsmen who have many years experience with NORS Training.

Session Powerpoint:

Return to Top

National LTC Ombudsman Resource Center Ombudsman (NORC) Curriculum

Online Training Curriculum
This training translates the NORC curriculum, Equipping Long-Term Care Ombudsmen for Effective Advocacy: A Basic Curriculum (see below) into an online form.  The teaching methods found in this training are based on principles of adult learning and grounded in LTCO values such as being resident directed.

Please Note! This online version of the NORC curriculum is meant to supplement your state training, and its completion does not automatically certify you as a long-term care ombudsman (LTCO). For more information, contact your State LTC Ombudsman Office.

Review these Technical Tips before accessing the Online Curriculum.

If you would like to work through each module individually, click on the links below.

 Online training ends here!

Equipping Long-Term Care Ombudsmen for Effective Advocacy: A Basic Curriculum - PDF version of the online training
This curriculum is designed to help states improve their basic training for 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 should add specific state content where appropriate.

I. The History and Role of the Long-Term Care Ombudsman Program
This module provides the history, development and unique aspects of the LTCOP. It may be used as a resource as well as a training tool for staff and volunteers.

II. The Aging Process
Basic content on age related changes and their impact on daily functioning is designed to help ombudsmen know what to question. Information on myths about care, common illnesses and conditions and commonly prescribed drugs is included. The preface includes ideas for teaching. It may be used with the Louisiana LTCOP’s Ombudsman Training, Module 3-Aging, available from NORC.

III. Residents’ Rights
This module provides an understanding of residents’ rights and the role of the Long-Term Care Ombudsman (LTCO) in supporting residents in exercising their rights. It provides a way of thinking about residents’ rights and an approach for ombudsman work regardless of the specific issue. Topics covered include: empowerment as a basic LTCO approach; the principles underlying residents’ rights; specific residents’ rights provisions; how residents can be supported and encouraged in exercising their rights and the role of the LTCO.

IV. The Problem-Solving Process: Investigation
This module provides training on complaint handling and investigation. The chapter looks at the ombudsman approach to problem-solving, policy considerations, and dilemmas in receiving complaints; and provides specific instruction on intake, investigation, and verification of complaints. Included is background narrative material, teaching notes and ideas, and handouts.

V. The Problem-Solving Process: Resolution
This module is a sequel to the Problem-Solving Process: Investigation module. It discusses the ombudsman role in problem resolution. It covers stages 2 and 3 of the problem-solving process – analyzing and using information gathered during investigation to formulate a strategy. It presents primary approaches to resolving problems, and responsibilities for follow-up.

 

Return to Top

Training Programs and In-services

Scripted Role Plays Depicting Ombudsmen in Typical Situations (June 1995) MO LTCOP
This collection of skits were developed in a joint effort by the State Ombudsman Program staff and Regional Ombudsman Program staff in Missouri. The skits were used at the state-wide Ombudsman volunteer training conference in April 1995.ok

Abuse and Neglect

  • Voices Speak Out Against Retaliation
    Prompted by a resident question at the VOICES Forum in 2005, Connecticut’s Long Term Care Ombudsman Program (LTCOP) initiated a statewide work group and also commissioned the University of Connecticut Health Center to study fear of retaliation in skilled nursing facilities.  The LTCOP designed the Voices Speak Out Against Retaliation training video to acknowledge that Fear of Retaliation is a reality for individuals living in skill nursing facilities.
  • The Prevention and Detection of Sexual Assault of Nursing Home Residents
    Developed by the Nursing Home Ombudsman Agency of the Bluegrass and the Bluegrass Rape Crises Center. This manual and training resource is intended for use by ombudsmen in collaboration with local rape crises programs.
  • My Body, My Rights
    This brochure is a companion piece that can be used by ombudsmen and rape crises programs.

Advocacy

Assisted Living/ Board and Care/ Personal Care Homes

Care Issues

Communication

Conflict

Culture Change

Diversity Awareness

Long-Term Care Ombudsman Program

  • The Long-Term Care Ombudsman Program: History, Role and Responsibilities (October 2012)
    This presentation provides a general overview of the Long-Term Care Ombudsman Program (LTCOP) highlighting the history, role and responsibilities of the program. Every state has a LTCOP, but each state operates their program differently. Therefore, this presentation will only address the program responsibilities required by federal law so the information is applicable in every state. At the conclusion of this presentation you should have an understanding about what the LTCOP does, who Long-Term Care Ombudsmen (LTCO) represent and how to work with the LTCO. 

Mental Health

Ombudsmen in Home Care

  • Home Care Currciulum for Ohio Ombudsmen
    The training curriculum for Ohio LTCOP includes a section on advocacy in home care. Ohio is one of the few states where ombudsmen have the authority to advocate for individuals receiving care. The curriculum on home care advocacy along with other types of long-term care advocacy.

Resident/Family Council Development

Residents' Rights

Return to Top

State Ombudsman Program Certification Manuals

*Contact NORC for copies of the above manuals and/or Word Document versions

Return to Top

Other Conference Calls

Notes from February 9, 2011, Conference Call: Dialogue Between Ombudsmen and the Federal Trade
The call featured Becky Kurtz, Director, Office of Long-Term Care Ombudsman Programs, David Spiegel, Federal Trade Commission, and Michelle Chua, Federal Trade Commission. Its purpose was to start a conversation regarding potential issues in long-term care that may be under the jurisdiction of the Federal Trade Commission (FTC), to discuss the scope of the Federal Trade Act and give Ombudsmen an opportunity to share concerns from their states. The FTC has jurisdiction of service practices, pricing and potentially resident discharges that under the Federal Trade Act are deemed “unfair practices.” The FTC is specifically interested in issues involving private pay residents residing in facilities other than nursing homes that do not receive Medicare and Medicaid funding.

Return to Top

Ombudsman Best Practices

Alaska
The SLTCOP created a “New Senior Center Director” pamphlet with advice on how to establish good working relationships with seniors, boards, community stakeholders and grantor agencies.  (2011)

Illinois
Illinois recently retooled its two-day Level One certification training. The next step is to make Level One an on-line training.  (2011)

Nebraska
For the past three years the SLTCO has facilitated an Ombudsmanager Update Training as a mechanism to provide technical assistance to the local ombudsmen who enter data.  (2011)

New York
The NYS Office for the Aging and the Office of the State Long Term Care Ombudsman partnered with the State Commission for the Blind and Visually Handicapped (CBVH) to develop materials, including a 15-minute video and interactive toolkit for local ombudsmen to use with facility staff who work with residents who have visual impairments.  (2011)

 

Return to Top