Pennsylvania’s Standardized Ombudsman Orientation Welcome to PA’s Long Term Care Ombudsman Program You are joining a dedicated group of over 100 Ombudsmen housed within the Area Agencies on Aging including subcontractors, 600+ volunteers, and 400+ graduates from the PA’s Empowered Expert Residents program. What is an Ombudsman? Established under the Older American’s Act 1965 Funded to assist nursing home residents resolve their problems with quality of care. A Swedish term meaning ―citizen’s representative‖ PA Department of Aging contracts with 52 Area Agencies on Aging to deliver services at the local level. Six Components of the Ombudsman Program Consumer–directed Legally based Impartial Highly visible Access to facilities, residents, records Non-partisan What is PEER? ● Pennsylvania Empowered Expert Residents ● Began Spring 2002 by a pioneering group of residents in Cambria County—interested in training to improve their self-advocacy skills. ● PEERs complete a series of 5 training sessions ● PEERs advocate on behalf of themselves and fellow residents in long term care settings. ● Volunteer Ombudsmen can–and do—train new PEERs, help with PEER meetings and meet with PEERs regularly to address issues in the facilities they visit. What is a Regional Ombudsman Coordinator (ROC)? Under contract with PA’s State Ombudsman’s Office (4 currently) Assist the AAAs with volunteer recruitment, training, technical assistance and management. Assist with content of the program newsletters. Maintain resource library of videos and books available to staff and volunteer Ombudsmen. Who is your ROC? Getting to know your local program Do you know how many volunteers we have in our county and how many hours they volunteered last year alone? Do you know how valuable you will be to our program? Do you know who will be your supervisor? Do you know there are many training opportunities available to you? Do you know how often will we meet? Do you know what is a conflict of interest? The Starfish Story Please read the Starfish story located in the Standardized Ombudsman Orientation Guide… Thank You for Choosing to Make a Difference! Consumer = Resident Nothing begins or ends without the consent of the Resident. You should always knock before entering a resident’s room and get permission before entering. It is important that the Resident directs all activities— even the visit. If the resident says ―no‖, we should always respect their wishes. Quality of Life is the Universal Goal of the Ombudsman program Quality of life is different for each and every one of us. The goal is to strive for those individual differences and the challenge is how the facility can meet them. As Ombudsmen, we must respect each individual's right to quality of life and attempt to advocate for that in each situation. Scope and Limitations of the Ombudsman Program As trained Ombudsmen, you have access to facilities and the consumers who live there. • Only consumers can deny access. • You are not an undercover agent. • Remember that you work for the client/consumer. • We only act with the client’s consent. • Confusion is not a legal finding of incompetence or incapacity. How many hats can you wear? Educator Visible Presence Enabler Broker Catalyst Facilitator Mediator Negotiator Advocate Complainant Imminent Risk What defines Imminent Risk? What do you do if you witness: • No food in the facility to feed residents and the administrator cannot be reached. • Batteries removed from smoke detectors. • An incident of physical abuse. Self-advocacy is Extremely Important Ombudsmen cannot be everywhere at all times for all clients. Ombudsmen seek to empower consumers to self-advocate. Why do we need Volunteer Ombudsman? Increase Timeliness • Volunteers who live in a particular town or geographic area can make more prompt initial contacts with consumers. Expand Skills and Expertise • Volunteers bring many skills to the Ombudsman program such as language, computer and office management skills. Increase Personalization of Service • When consumers have increase exposure to the Ombudsman Program, trust and credibility increase. Why do we need Volunteer Ombudsman? (cont’d) Expand Service/Hours • Volunteers can reach more residents and can visit during evenings and weekends Expanded Knowledge Base • The more contact the Ombudsman Program has with long term care providers and its consumers, the more current and accurate our knowledge base becomes. What are your talents? An Ombudsman is NOT! a care provider a surveyor or regulator a vigilante an undercover agent a financial, medical or spiritual advisor or, the answer to all problems Clear Expectations Job description Time commitment Facility assignment Confidentiality Confidentiality Statement All conversations with consumer about his/her case need to occur in private Safeguard records Avoid gossip Redirect questions Be an advocate - respect confidentiality Respect the Consumer’s choice (Right to share or withdraw) Ombudsman Code of Ethics Respect for human dignity. Self-determination and Self-resolution. Respect consumer’s or legal representative’s wishes. Acts to protect against abuse, neglect, exploitation and abandonment. Safeguards the consumer’s rights to confidentiality and privacy. Maintains competence in areas relevant to the long term living system. Ombudsman Code of Ethics Provides advocacy services unrestricted by his or her personal beliefs Promotes and supports a quality long term living system. Acts to maintain the integrity of the long term care Ombudsman program. Supports a strict conflict of interest standard. Conducts him or herself in a manner that strengthens the local, statewide and national Ombudsman network. Long Term Care Services Nursing Facilities Do you know what a nursing home facility is and other types of names for them? Did you know that the Department of Health regulates nursing homes in Pennsylvania? A person entering a nursing home must be deemed appropriate for that level of care. Do you know how a level of care is assessed? Long Term Care Services Personal Care Homes Do you know what a personal care home is and other types of names for them? Did you know that the Department of Welfare regulates personal care homes in Pennsylvania? Long Term Care Services Domiciliary Care Homes (DOM CARE) Do you know what a DOM CARE home is? Did you know that the Department of Aging is the regulatory agency for DOM CARE homes in Pennsylvania? Other LTC Services in Pennsylvania Home Community Based Services Older Adult Day Care Centers Long Term Care Services Do you know how many personal care homes there are in this county? Do you know how many nursing homes are in this county? How about DOM Care homes or Older Adult Day Care Centers? Where would you like to volunteer? Resident Rights Can You Pass the Resident Rights’ Quiz? Protective Services Types of Abuse Key People in Protective Services Imminent Risk and Criteria for Protective Services Referral Mandatory Reporting After-Hour Emergencies How Does Protective Service Interface with the Ombudsman Program? Tier I Training Requirements Attend and Complete a full day training session in its entirety (8:30 a.m.– 4:00 p.m.) in order to be certified by the PA State LTC Ombudsman Office as a Volunteer Ombudsman. Volunteers will receive their Certificate and the Identification Ombudsman Badge once training is completed. Please note the training session will focus on communication skills, confidentiality, observation skills, how to make facility visits, quality of life and documentation skills. Congratulations! Thank you! Welcome to the PA State LTC Ombudsman Team!