Welcome! Risk Management for Volunteer Ombudsman Intake

Volunteer Ombudsman (VOP) Program Staff  Sarah Hinzman Volunteer Ombudsman Program Coordinator – Direct: (515) ; Toll-Free –  Cairn Reisch, AmeriCorps VISTA VOP Coordinator  Meredith Funke, AmeriCorps VISTA VOP Coordinator

Local Ombudsman Regions Kim Weaver Julie Pollock Melanie Kempf Tonya Amos Stacia Timmer Pam Railsback Jennifer Golle Kim Cooper

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.

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)

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.

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)

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)

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

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

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

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