1. Welcome! Risk Management for Volunteer Ombudsman Intake

2. Volunteer Ombudsman (VOP) Program Staff  Sarah Hinzman Volunteer Ombudsman Program Coordinator – Direct: (515) 657-1479; Toll-Free 1-866-236-1430 – Sarah.Hinzman2@iowa.gov Sarah.Hinzman2@iowa.gov  Cairn Reisch, AmeriCorps VISTA VOP Coordinator  Meredith Funke, AmeriCorps VISTA VOP Coordinator

3. Local Ombudsman Regions Kim Weaver 712-541-2641 Julie Pollock 712-249-7424 Melanie Kempf 515-657-1912 Tonya Amos 515-250-7596 Stacia Timmer 712-363-2845 Pam Railsback 319-541-0318 Jennifer Golle 641-420-9850 Kim Cooper 563-210-7439

4. Our Mission The mission of Iowa’s Office of the State Long-Term Care (LTC) Ombudsman is to protect the HEALTH, SAFETY, WELFARE and RIGHTS of individuals residing in long-term care by −investigating complaints, −seeking resolutions to problems, and −providing advocacy with the goal of enhancing quality of life and care.

5. Facilities Served  Nursing Facility (NF) (SNF) (HNF)  Assisted Living Program (ALP) – VOP does not currently serve ALP  Residential Care Facility (RCF)  Elder Group Home (EGH)

6. VOP Facts  VOP is the third edition of previous volunteer programs in the OSLTCO (CRC, RAC)  VOP is written into Iowa Code and receives an annual state appropriation  First volunteer began in service in September 2013  As of this week, there are 123 VOs serving.

7. A Successful Volunteer Ombudsman  Has a strong appreciation for older adults  Professional experience in areas of health, human services, or long-term care  Or has some experience as family members or caregivers of a long-term care resident and seek to give back (not get back)

8. A Successful Volunteer Ombudsman  Is responsible and professional  Good listener and objective problem solver  Able to demonstrate an understanding of program practices throughout interviews and training  Do not have a conflict of interest as defined by the Older Americans Act (OAA)

9. The VOP Certification Process 1.Application 2.Telephone interview 3.Training 4.Individual manual review 5.Follow-up consultation 6.Background check 7.Certification & facility placement 8.Facility orientation with local ombudsman

10. VOP Orientation 1.Meeting with administrator, Local Ombudsman and certified Volunteer Ombudsman (VO) – Volunteer materials distributed – Point of contact is established – Expectations of all parties are outlined – Communication and information sharing practices discussed 2.Tour of the facility 3.Local Ombudsman shadowing

11. Ongoing VOP Certification  For new volunteers, certification is granted for one year  Volunteer will complete 10 hours of continuing education during their first year  Volunteer will regularly submit monthly reports and visit their facility a minimum of three hours per month  Volunteer will abide by all program practices

12. Ongoing VOP Certification  At the time of recertification, the volunteer will be evaluated by the program and the program evaluated by the volunteer  Recertification may be granted for a period of two years, with six hours of continuing education required each year