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National Long-Term Care Ombudsman Resource Center

January 31, 2017

In September 2017, 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. This email is based on the results of this questionnaire and is broken down into four categories with common responses and links to what we have available for each category.

  • Free webinars. All NORC webinars are free and they are archived on our website here.
  • YouTube videos. A list of all training videos for staff and volunteers can be found here. Program promotion videos are posted to our website here.
  • The ability to send questions to NORC and receive direct response back from a representative of NORC. All State Ombudsmen and program representatives are encouraged to ask NORC questions directly. If you have a question or need assistance, email ombudcenter@theconsumervoice.org.
  • Listserv where users can ask questions of each other. NORC hosts a volunteer management listserv. If you would like more information about the listserv or would like to join, email cscott@theconsumervoice.org.
  • Newsletter. NORC publishes a quarterly newsletter called the Ombudsman Outlook. To read past issues of the Ombudsman Outlook click here. To be added to the distribution list, email ombudcenter@theconsumervoice.org.


  • There are so many resources available it is difficult to find them. NORC is currently working to minimize the number of resources housed on the website. We are removing outdated information and archiving information that is older but still relevant. You can view an example of a page with an archive section here.
  • The search function. The search function has been recently updated. In order to see these changes you must clear your browser's cache history. Clearing your cache is simple. In Google Chrome click the three dots that indicate "More" in the top right corner. Then click "More tools" and "Clear browsing data." At the top, choose a time range and be sure to check the box "Cached images and files."
  • The "Issues" tabs help me find the information I need quickly. To view a list of issues and to access resources and information related to issues effecting long-term care consumers, click here.
  • Add a table of contents. The website has a site map that lists every page of the website. To access the site map go to About > About NORC > Site Map.

Learn about the different sections of the website and how to better navigate the pages with these helpful tips and visit the site map to see all pages within our website. If you have any questions, email ombudcenter@theconsumervoice.org.

  • Provide resident-centered generalized training for the most prominent issues faced. All training topics gathered from states across the nation are separated into topics on our training page here.
  • Online Curriculum needs to be updated. The NORC Curriculum online and PDF training is currently being updated. The updated Curriculum will include new content and a new platform. 
  • The four parts of NORS training with webinars needs to be updated. The NORS Curriculum is also being updated. The new content will be hosted on an online interactive platform.
  • The resources need to be clear what is from NORC and what is from states. We are currently working on updating our website to make a clear distinction between NORC resources and resources developed by Ombudsman programs.

  • Volunteer Recruitment and Management
    • Resources and examples from other states on volunteer recruitment are available here.
    • All webinar trainings and conference calls on volunteer management are archived on the website here.
  • Communicating with People with Dementia
    • TrainingAdvocating for Residents with Dementia: Common Scenarios. 
  • 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.
  • Resident-Centered Care
    • Training - Incorporating Person-Centered Care in Ombudsman Training, Complaint Investigation and Advocacy
    • Resources on culture change are available here.
  • Changes in federal regulations in nursing homes.
    • All information about the revised federal nursing home regulations are on the website here.
    • Key ResourceOmbudsman References in the Revised Federal Nursing Home Regulations
  • 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.
  • Facility Closure
    • Resources regarding transfer/discharge are available here.
    • Report - Successful Transitions: Reducing the Negative Impact of Nursing Home Closures.
  • Rules and Regulations
    • Resources on Federal Laws and Regulations 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.
  • Advocating for common complaints.
    • Video and Training - Long-Term Care Ombudsman Casework: Advocacy and Communication Skills
    • DVDBasic Complaint Handling Skills for Ombudsmen

Learn about the different sections of the training pages and the materials that are available here. If you have any questions, email ombudcenter@theconsumervoice.org.


  • Resident Councils and how to support them. Resources to help Ombudsman programs support and empower family and resident councils are on the NORC website here.
  • Working with residents with behavioral and/or mental health needs, or substance abuse issues. Resources regarding working with and supporting individuals with mental health needs are available on the mental health issue page here. This page includes several key resources such as the Working with Individuals with Mental Health Conditions Quick Reference Guide, and the Mental Health - Ombudsman Training Manual (created by Dr. Susan Wehry for the New York LTCOP).
  • Social Media. NORC is active on Facebook and Twitter. Like us on Facebook here and follow us on Twitter here.
  • Train the trainer guides. A train the trainer guide for the NORC Curriculum is available here. A train the trainer session on NORS is also posted to the website here.

LTCOP Rule Resources

Quick Reference guides and other documents  (e.g., Responding to Allegations of Abuse, Mental Health Advocacy, Ethical Issues in Advocacy)

Ombudsman Training Curriculum

Residents’ Rights Month Packet

Ombudsman Outlook

LTCO Advocacy in Assisted Living Compendium

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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