Ombudsman Certification Training - Texas Department of ...

[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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