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.

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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

*Ombudsman Trainers can obtain the answer key to the quizzes from their State Ombudsman.

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National LTC Ombudsman Resource Center Ombudsman (NORC) Curriculum

Equipping Long-Term Care Ombudsmen for Effective Advocacy: A Basic Curriculum
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.

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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

Advocacy

Assisted Living

Care Issues

Communication

Conflict

Culture Change

Diversity Awareness

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

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State Ombudsman Program Certification Manuals

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

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Other Conference Calls

Notes from February 9, 201l, 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.

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