Ombudsman Certification Training .gov

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!

______________________________________________________________________

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? __________________________

____________________________________________________________________

______________________________________________________________________

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 ¨C 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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