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National Long-Term Care Ombudsman Resource Center

February 15, 2017

In May 2016, NORC sent a planning and evaluation questionnaire to all State Ombudsmen and program representatives and we received over 100 responses. The responses help NORC evaluate the success of its activities and materials and provide NORC staff with key information in planning for future tasks. In the coming weeks, NORC will send out a series of emails based on the results of this questionnaire. If you missed a previous email and would like to read it, click here. Below is a brief summary of responses about training. 

  • I would like to get to know other ombudsman in the country. This would give each of us new ideas perspectives. Sharing ideas, advocacy tips, and program management practices between Ombudsman programs is helpful. NORC developed this best practice guide to be used in training. NORC also archives training best practices here. If you have any from your state, email ombudcenter@theconsumervoice.org.You can also communicate directly with your peers across the country by joining the Ombudsman program volunteer management listserv, to join contact Carol Scott, cscott@theconsumervoice.org.
  • Can I use your website to train my volunteers? Yes, the NORC Curriculum introduces potential volunteers to the Long-Term Care Ombudsman Program role and responsibilities, program practices, and problem solving. The curriculum enables self-study and self-paced learning allowing individuals to spend more time on content as needed. The curriculum is available as PDF documents and an online training. View the NORC Curriculum here.
  • Videos would be helpful to use for complaint resolution, resident communication, and ombudsman basic skills. Several videos are available on the NORC website, such as the free video and training materials titled Long-Term Care Ombudsman Casework: Advocacy and Communication Skills. A list of training videos is available here and training DVDs can be purchased here. An additional list of videos available was published in the November issue of the Ombudsman Outlook.
  • Continuing education for NORS coding. The NORC website has a page dedicated to NORS training that includes a four-part training module to instruct ombudsmen on how to record their work, view the page here. There is also a NORS Frequently Asked Questions page that contains answers to questions regarding coding and recoding ombudsman activities.
Requested Training Topics: The “Training Programs and In-services” page on the NORC website has several resources on a variety of topics mentioned in the survey. Below is a list of topics respondents requested training materials for and what NORC already has available. 
  • Residents' Rights
    • Residents’ rights training materials are available here.
    • Advocates for Residents’ Rights is a 16 minute long video that can be used in training as an introduction to the Long-Term Care Ombudsman Program. Even though it is an older video, it provides an excellent overview of the program and stresses the importance of volunteers. 
    • Small group discussion training guide on residents’ rights.
    • Example presentation for up to 20 people for resident rights and problem solving. Read the guidelines here. Trivia instructions are available here. Guidelines for a larger group are available here.
  • Care Issues
    • Care issue training materials are available here. Some materials include hydration training presentation from Texas and restraint-free care training guide from California.
  • Advocacy Skills
    • Advocacy training materials are available here.
    • The Put a STOP to Poor Care brochure and webinar can be used to train volunteers on identifying indicators of quality care and warning signs of poor care, provide communication tips, and share advocacy strategies to help consumers, family members, and others advocate for individualized care.
  • Involuntary Discharge
    • Resources regarding transfer/discharge are available here.
  • Assisted Living Facilities
    • Training materials regarding assisted living are available here.
    • Translating Nursing Home Ombudsman Skills to Assisted Living: Something Old, Something New resource and teaching guide.
    • The LTCO Program Advocacy in Assisted Living Facilities Compendium is intended to assist LTCOP in increasing their effectiveness in advocacy for and with residents in assisted living facilities. View the compendium here.
    • Webinar - HCBS Final Rule slides and recording. Additional information on home and community based services is available here.
  • Program Management
    • Resources and information on program management is available here.
  • Resident-Centered Care
    • Training - Incorporating Person-Centered Care in Ombudsman Training, Complaint Investigation and Advocacy
    • Resources on culture change are available here.
  • Abuse, Neglect, and Exploitation
    • Training materials on abuse and neglect are available here.
    • Guide - Responding to Allegations of Abuse: Role and Responsibility of Long-Term Care Ombudsmen Technical Assistance Guide.
    • Additional resources and materials on abuse, neglect, and exploitation in long-term care facilities is available here
  • Mental illness
    • Quick reference guide for long-term care ombudsman practice on working with individuals with mental health conditions.
    • Additional materials are available on our mental health/mental illness issue page, including a mental health ombudsman training manual.


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National Consumer Voice for Quality Long-Term Care - 1001 Connecticut Avenue, NW, Suite 425 - Washington, DC 20036 - telephone: (202) 332-2275 - fax: (202) 403-3473 - ombudcenter@theconsumervoice.org