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At the start of 2021, NORC sent a planning and evaluation questionnaire to all State Ombudsmen and program representatives and we received over 300 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.

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  • NORC Resources. Resources and reference guides such as Enhancing Your Advocacy Toolbox: Protecting Residents from Nursing Facility-Initiated Discharges are located on their designated issue page. Access key NORC resources quickly by clicking the Key NORC Resources button on our homepage.
  • Webinars. All NORC webinars are free, and they are archived on our website here.
  • COVID-19 Resources. The information on this page includes the most recent federal updates and resources, tips for preventing the spread of COVID-19, alternative ways to stay in touch with residents, COVID-19 vaccine resources, recovery and reentry resources, and links to additional information.
  • Training Bureau. NORC staff/consultants present via webinar 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.
  • NORS (National Ombudsman Reporting System) Training Materials. NORS tables, data, FAQs, and training materials are located on the website here.
  • NORC Curriculum. This curriculum is designed to help states improve their basic training for local long-term care ombudsmen (LTCO). The teaching methods are based on principles of adult learning and grounded in LTCO values such as being resident directed. Visit the NORC Curriculum here. Note: We are in the process of revising the curriculum and the final content will be available by September 30, 2021.
  • 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.
  • 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.

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  • COVID-19. Visit our COVID-19 landing page for federal updates and resources; general tips for prevention, self-care, and examples of communication with residents, family members, and facility staff; Ombudsman program visitation guidance and examples; COVID-19 vaccine resources; COVID-19 recovery and reentry resources; COVID-19 webinars; and a training series on understanding trauma and ensuring person-centered care during the COVID-19 pandemic.
  • 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.
  • 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?
  • 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.
  • Investigation/handling complaints. The five module NORC Curriculum here includes a module on The Problem-Solving Process – Investigation. Additional training materials can be found here.
  • Guardianship. Resources on guardianship are available here.
  • Dementia. Resources on communicating with people with dementia are available here. Training Advocating for Residents with Dementia: Common Scenarios.
  • National Ombudsman Reporting System (NORS). Ombudsman programs report their activities such as facility visits, complaints received and investigated, information and assistance provided, and community education to the Administration for Community Living (ACL)/Administration on Aging (AoA) to be summarized in the National Ombudsman Reporting System (NORS). All information on NORS data collection, training, FAQs, and data is available on the website here.
  • Ombudsman program basics. The About Ombudsman Program page includes a short video about the program, an infographic that gives a brief overview of the program and the work Ombudsman programs do, a fact sheet Long-Term Care Ombudsman Program: What You Must Know, and a PowerPoint presentation The Who, What, Where, Why, and How of the Long-Term Care Ombudsman Program.
  • 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.
  • Assisted Living. Visit this page for reports, resources, training materials, and information to share with consumers.
  • 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.
  • Abuse and resident-to-resident mistreatment. Resources on bullying and resident-to-resident mistreatment are available here. Key Resource Resident-to-Resident Mistreatment: Long-Term Care Ombudsman Advocacy. Training - Abuse, Neglect, Exploitation and Misappropriation of Property.

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  • COVID-19. See here.
  • Website. "I recently viewed the 2019 webinar and video Navigating the National Ombudsman Resource Center Website. This was a very helpful resource for me." See slides here.
  • Webinars. "I view the webinars whenever possible, as they are great reminders to some things I may have forgotten." See here.
  • Training. "I find great information on Ombudsman training and for advocacy." See here.
  • NORS Training. "I frequently refer to the NORS Training Materials to better answer questions for my staff. I also use these as a guide when training new staff." See here.
  • Newsletters. "I really like the newsletters. The emails keep us updated on the latest news." See Ombudsman Outlook and NORC Notes.
  • Ombudsman program examples. "I find examples from other states helpful. It is nice to have other guides or sample documents to work off of, so we aren't always re-inventing the wheel. These practical samples are helpful. Some are 10+ years old, so it would be great to have some documents and resources updated." See here.
  • Volunteer recruitment. "Ideas that perhaps I hadn't thought of for recruiting of volunteers." See here.

If you have any questions on the evaluation results, need help finding a resource, or would like more information visit the NORC website or email ombudcenter@theconsumervoice.org.

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