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As the COVID-19 outbreak continues to evolve, be sure to regularly check our COVID-19 webpages for Ombudsman programs for updated information. Below are new webpages, resources, and reminders for Ombudsman programs including Tips for Prevention, Communication, and Self Care; Ombudsman Program Visitation; COVID-19 Vaccine; Recovery and Reentry Resources; COVID-19 Webinars; COVID-19 Training Series; and NORS FAQs on Documenting Activities During COVID-19.


We are looking for examples of effective Ombudsman program practices, communication, and advocacy during the COVID-19 pandemic. Please share examples of the following by emailing

  • Best practices your program has developed over the course of the COVID-19 pandemic;
  • How you communicate with residents, family members, providers, and the community; and
  • Successful individual and systems advocacy.



Centers for Medicare & Medicaid Services (CMS)

NEW! CMS Guidance (QSO-21-14-ICF/IID & PRTF) to State Survey Agency Directors Regarding Visitation at Intermediate Care Facilities for Individuals with Intellectual Disabilities (ICF/IIDs) and Psychiatric Residential Treatment Facilities (PRTFs) - Coronavirus Disease -2019 (COVID-19)  - February 10, 2021

REVISED! CMS Memo (QSO-20-31-All) to State Survey Agency Directors regarding survey activities and Frequently Asked Questions (FAQs) about the resumption of survey activities - January 4, 2021

Administration for Community Living (ACL)

NEW! ACL: FAQs Coronavirus Response and Relief Supplemental Appropriations Act of 2021: Long-Term Care Ombudsman Programs - February 1, 2021

NEW! ACL: FAQs Coronavirus Response and Relief Supplemental Appropriations Act of 2021: Grants to Enhance Adult Protective Services to Respond to COVID-19 - February 1, 2021


The CDC is partnering with CVS, Walgreens, and Managed Health Care Association, Inc. to offer on-site COVID-19 vaccination services for residents and staff of nursing homes and assisted living facilities. It is important for Ombudsman program representatives to understand the vaccination process in your state. Ombudsman programs can share information and resources about the vaccines, the distribution process, and residents’ rights and encourage facilities to share information and hold educational sessions for residents and their families/legal representatives that include a discussion of risks, benefits, possible side effects, and rights. Information sessions could be held by phone or video.

Visit NORC’s new COVID-19 Vaccine webpage for more information or click the links below.

We are updating the COVID-19 pages regularly, so please check back often for the latest information.

Read archived issues of NORC Notes here. If you have a question, are not able to find a resource, or want to share training materials or program practices, please email

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