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National Long-Term Care Ombudsman Resource Center

March 7, 2019

In December 2018, NORC sent a planning and evaluation questionnaire to all State Ombudsmen and program representatives and we received over 90 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 includes common responses and links to what we have available. 

  • NORC Resources. Resources such as LTCOP Reference Guides - Responding to Allegations of Abuse: Role and Responsibilities of the LTCOP and Resident-to-Resident Mistreatment: LTCOP Advocacy are located on their designated issue page. Access key NORC resources quickly by clicking the Key NORC Resources button on our homepage.
  • Training Bureau. NORC staff/consultants present via webinar or in-person for LTCOPs. If you need a presenter, contact NORC! Additional information is available here.
  • NORC Notes. NORC Notes is a monthly email reminder regarding resources and tips on how to use them, read past issues here. If you would like to sign up to receive NORC Notes, email ombudcenter@theconsumervoice.org.
  • Webinars. All NORC webinars are free and they are archived on our website here.
  • Ombudsman Outlook. The Ombudsman Outlook is a quarterly e-newsletter. The newsletter is designed to provide resources, tips, and news about ombudsman programs and practices. Read archived issues here. To be added to the distribution list, email ombudcenter@theconsumervoice.org.
  • NORS (National Ombudsman Reporting System) Training Materials. All NORS forms, complaint codes, data, FAQs, training and revised NORS materials are located on the website here.
  • On-Demand Training. This on-demand education platform is a learning center for all individuals interested in achieving quality long-term care and is available through your computer or mobile device. Courses are available for consumers, representatives of long-term care, Ombudsman programs, advocates, and family members. Visit the Training Center here.
  • 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.

  • Volunteer retention, recognition, and training. Volunteers are the backbone of many Long-term Care Ombudsman Programs. With the help of volunteers, the Ombudsman program can have a regular presence in facilities and stay in touch with residents. On the NORC website you can find information on getting a volunteer program started, program management, volunteer training, and volunteer recognition and retention.
  • Sexuality and intimacy. Sexuality and intimacy in long-term care facilities is an issue page on the NORC website. Find information, resources, and examples from states here.
  • Revised NORS. All information on the revised NORS data collection is available on the website here.
  • How to support Resident Councils. Resources on family and resident councils are located on the NORC website here. Additional information can be found on the Consumer Voice Resident Council Center page here.
  • Transfer trauma/discharge. Complaints regarding facility-initiated transfers and discharges continue to be one of the top complaints that Ombudsman programs receive nationwide. Information on transfer/discharge can be found here. The materials in this training on transfer/discharge can be used by and for Ombudsman program representatives, for members of resident and family councils, and community education. Key resource for consumers - Fact sheet: Nursing Home Discharges You’ve Been Told to Leave…Now What?
  • Resident rights. This page includes information on Residents’ Rights, Residents’ Rights translations, and National Residents’ Rights month. 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.
  • Mental health. Resources and information related to mental health/mental illness among the long-term care population is located on the Mental Health/Mental Illness issue page.
  • Working with Legal Assistance Developers. Resources on collaboration and working with other agencies can be found here. This page features a toolkit for long-term care ombudsman programs and legal assistance developers collaboration here.
  • Federal Nursing Home Regulations. All information about the revised federal nursing home regulations are on the website here. Key ResourceOmbudsman References in the Revised Federal Nursing Home Regulations. Additional information on federal laws and regulations is available here.
  • Abuse and resident-to-resident mistreatment. Resources on bullying and resident-to-resident mistreatment are available here. Key ResourceResident-to-Resident Mistreatment: Long-Term Care Ombudsman Advocacy. Training - Abuse, Neglect, Exploitation and Misappropriation of Property.
  • Dementia. Resources on communicating with people with dementia are available here. TrainingAdvocating for Residents with Dementia: Common Scenarios.
  • Understanding Medicare and Medicaid. Resources on Medicare and Medicaid are available here.
  • Ethical dilemmas. Resources on ethics are available here.
  • Guardianship. Resources on guardianship are available here.

  • Training. See here
  • The webinar on mental health was awesome. See here
  • Reviewing the NORS training. See here.
  • Understanding and advocating for residents living in home and community-based settings. See here.
  • Emergency Preparedness webinar and resources. See here.
  • Training for volunteers. See here.
  • I appreciate the resources from the federal government. See here.
  • Newsletters, I really like NORC Notes, they are good reminders and information to share with program staff. See Ombudsman Outlook and NORC Notes. 
  • Ideas that perhaps I hadn't thought of for recruiting of volunteers. See here.
  • Answers questions I am not certain of. See here
  • The Resident Rights regarding transfer and discharge from facilities. I use this quite often for residents or family members, so they have a better understanding of their rights. See here.
  • Ombudsman training modules. See here.
  • Learning more about the Ombudsman program. See here.

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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