Page 98 - Ombudsman Participant Manual Optimized_Neat

Casework

Ombudsmen receive complaints from many sources regarding residents of long-term care facilities. Whenever an
ombudsman receives a complaint, one of the first steps is to contact the resident to determine if they want ombudsman
assistance. If the resident wants ombudsman assistance, we obtain their consent to proceed to resolve the complaint on
their behalf. All casework activities are completed with the consent and direction of the resident.

During your training you will shadow Volunteer Management activities over time. While shadowing those
activities, complete the Trainee Journal for Casework and Investigation.

This form is available under the Attachments tab on the left-hand side. Click on the paper clip to view all downloadable and
fillable documents. Once you click on a document in the list you can view, complete, or save the document. When you are
finished viewing, completing, or saving the document, click on the small x in the upper right-hand corner to close the
document and return to the manual.

Office of the LTC Ombudsman
Version 1.0 September 2020
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