Ombudsman Certification Training
[Pages:202]Ombudsman Certification Training
INTRODUCTION
State Long-term Care Ombudsman Program Initial Certification Training
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State Long-term Care Ombudsman Program Initial Certification Training
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Welcome to the Long-term Care Ombudsman Program
Thank you for choosing to serve as a Long-term Care Ombudsman. Long-term Care Ombudsmen serve as resident-directed advocates in nursing homes and assisted living facilities. Some residents may need help to improve their quality of life and care. As an ombudsman, you provide assistance and advocacy so everyone receives respectful and competent care.
What does an ombudsman do?
Ombudsmen investigate complaints, report findings, and help achieve resolutions. They can help one person resolve a problem, address issues that affect several residents, or work to change a systemic problem.
Ombudsmen serve residents of nursing homes and assisted living facilities in the following ways:
Handle complaints and problem-solve An ombudsman supports residents and families to resolve any complaints by defining concerns, explaining rights, and identifying possible courses of action. In all situations, confidentiality is maintained and no information is released without permission of the resident or decision-maker.
Provide information and assistance An ombudsman is a good source of information about selecting a long-term care facility, residents' rights, and how long-term care facilities operate.
Advocate for system and legislative changes State and local ombudsman programs work cooperatively to recommend regulatory and legislative changes that affect older Texans.
Training Requirements:
Ombudsmen must complete a 36-hour certification training which includes: at least 12 hours of classroom training; at least 2 in-facility training sessions (provided through on-the-job training called shadow visits); maximum of 20 hours of self-study assignments; and volunteers complete a three month internship.
Other Requirements
A sincere interest in promoting the well-being and protecting the rights of people in long-term care facilities
An ability to work cooperatively with the people who live in nursing homes and assisted living facilities, local staff ombudsmen, and long-term care providers
State Long-term Care Ombudsman Program Initial Certification Training
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Ability to discover facts, work to resolve complaints, and impartially and objectively determine whether complaints are verified or not
Acceptance of, and adherence to, the Texas Long-term Care Ombudsman Program (LTCOP) Code of Ethics
Successful completion of Texas LTCOP training program and approval of the local Managing Local Ombudsman (MLO) and the State Ombudsman.
Free of any conflict of interest
What will I learn in training?
Certification training prepares you to serve as an ombudsman. It includes information about the history of the program, laws and rules that direct ombudsman work, and the process of receiving, investigating, and resolving complaints made by, or on behalf of, residents of nursing homes and assisted living facilities.
How do I get certified?
After criminal history and conflict of interest screening, a person who applies to be a volunteer ombudsman is called an intern. After completing all training, a three month internship, and demonstrating the ability to apply ombudsman fundamentals, an MLO may recommend an intern to be certified. The State Ombudsman makes the final decision.
Let's get started!
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Opening Exercise: Get Acquainted
Use the following introductory questions to familiarize class members with one another. Depending on the number of participants, the class may break into groups to complete the exercise. Take turns asking each other these questions:
What is your name? ___________________________________________________ Why are you interested in being an ombudsman? ____________________________ ____________________________________________________________________ Have you visited a nursing home? _________ Yes (Y) or No (N) Have you visited an assisted living facility? _________ Yes (Y) or No (N) What were your impressions of the last one visited? __________________________ ____________________________________________________________________
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State Long-term Care Ombudsman Program Initial Certification Training
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Training Manual - Icons Key Questions about the reading above Exercise Ask the Trainer ? Discussion Ombudsman Tip Very Important Information! Link to a website such as YouTube or Facebook Consultation Required Movie or Video Clip
State Long-term Care Ombudsman Program Initial Certification Training
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Acronyms
Acronyms Terms
AAA
Area Agency on Aging
ADL
Activity of Daily Living
ADON
Assistant Director of Nursing
ALF
Assisted Living Facility
ANE
Abuse, Neglect, and Exploitation
APS
Adult Protective Services
CMS
Centers for Medicare and Medicaid Services
CNA
Certified Nurse Assistant
DON
Director of Nursing
DPOA
Durable Power of Attorney
HIPAA
Health Insurance Portability and Accountability Act
HSC
Health and Safety Code
LAR
Legally Authorized Representative, such as a guardian, a parent, managing
conservator of a minor, or an agent authorized under a power of attorney
LIDDA
Local Intellectual and Developmental Disability Authority
LTC
Long-Term Care
LMHA
Local Mental Health Authority
LTCOP
Long-Term Care Ombudsman Program, i.e., a local ombudsman entity
MCO
Managed Care Organization
MFP
Money Follows the Person
MLO
Managing Local Ombudsman; is also a Certified Ombudsman
MOU
Memorandum of Understanding
MPOA
Medical Power of Attorney
NF
Nursing Facility
OAA
Older Americans Act
PASRR
Preadmission Screening and Resident Review
POA
Power of Attorney
QMP
Quality Monitoring Program
QRS
Quality Reporting System
RP
Responsible Party
RS
Regulatory Services
SLTCO
State Long-Term Care Ombudsman
STAR+PLUS Texas Medicaid Managed Care program (for people who have disabilities or are age 65 or older)
TAC
Texas Administrative Code
TMF
TMF Health Quality Institute
VA
Veteran Administration
State Long-term Care Ombudsman Program Initial Certification Training
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Ombudsman Certification Training
CHAPTER 1: Long-term Care Ombudsman Programs
State Long-term Care Ombudsman Program Initial Certification Training
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State Long-term Care Ombudsman Program Initial Certification Training
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