Page 3 - Ombudsman Participant Manual Optimized_Neat

o the
Welcome t

the Long-Term Care Ombudsman
Office o f

i

We welcome your interest n the Ombudsman Office. We are a growing network of staff, volunteers and graduated

committed to advocating for long-term care
PEER residents from across the Commonwealth. Everyone on our team is

consumers for the best quality of life and quality of care.

We offer comprehensive training for our volunteers and our training is offered on a continuum. You will begin working

toward completion of our Certification curriculum. The type of volunteer experience available to you will included but
not be limited to: conducting facility visits; interacting with long-term care consumers; providing training for facility staff

and conducting community education and outreach. You will be provided detailed information about all those roles and

s

opportunities you progress through training. Your Ombudsman Coordinator will serve as a guide and a mentor and

a

will eventually help you create a volunteer experience that is tailored for your skills, interests and abilities.

Under the federal law that regulates our Office, you will be required to adhere to certain policies, stay current in your

training and be diligent regarding consumer confidentiality. As volunteer, we are grateful for your interest and

a

t

o

willingness o share your time and talents with us. Be assured f our support and patience as you embark on your

journey.

t

Prior o beginning training, you will go through a screening and orientation process that will ensure you have no conflicts

a

or issues that would prevent you from being Certified Ombudsman here in Pennsylvania. You will then begin the

t

standardized training intended o equip you with the knowledge and skills necessary o do the work. Our training
t

curriculum offers real-life ombudsman experiences – under the guidance of a mentor. Your mentor will not only provide

support but will offer valuable technical assistance and help you complete the training requirements at a pace that’s

comfortable for you. You are about to join an amazing and dedicated network of individuals who serve with passion

and are guided by the Office Vision Statement: “Advocate for those who can’t, support those who can, and ensure that

all long-term care consumers live with dignity and respect.”

Your introductory packet includes:
• A job description for Certified Ombudsmen

• A Volunteer Application (including a request for references)

• Information n obtaining a criminal history and background check

o
• Training catalog and overview

• An Ombudsman Office brochure

Once your application is processed, you will meet with your Coordinator to begin your orientation to the Ombudsman

Office. During that meeting, you will be asked to review and sign:

• Confidentiality Statement
• Conflict f Interest Screening Tool and Statement

o
• Volunteer Agreement
• Ombudsman Code of Conduct

The training catalog/process will be reviewed, and a date/time will be established for you to observe an actual facility

t
i
s
t
visit. We believe that very important for you o have an opportunity, early in the process, to begin to become

i

familiar with the work that an ombudsman does.

Not every volunteer opportunity is a good “fit” for every volunteer. We “hit the ground running” so you can have every

opportunity o understand our expectations for you before you invest time in training and preparation. f you ever have
t
I

Office of the LTC Ombudsman
Office of the LTC Ombudsman
Version 1.0 September 2020
Version 1.0 September 2020
3 3