- The training for Complaint Investigation and resident visits will take place during in-class instruction. Your district manager will set up a time an place for the training, and provide you with the materials that you need.
- Before you attend the in-class training, read the brief introduction below, which discusses the ombudsman approach to problem solving. Also discussed, will be what to expect in field training and after you become certified, the requirements needed in regards to continuing education.
The first function of the Long-Term Care Ombudsman listed in the federal Older Americans Act is to:
- Identify, investigate and resolve complaints that are made by, or on behalf of residents.
This lesson focuses on the investigation process and skill used by ombudsmen. As an ombudsman, how you approach, identifying, investigating, and resolving complaints directly affects:
- Your relationship with residents and staff
- Your ability to achieve the desired outcome
- Future relationship with residents, families, and staff
- The reputation of the LTCOP
- As an ombudsman, you are authorized to access a facility at any time as long as you are there to conduct ombudsman duties. This includes conducting administrative assessments, visits, investigating complaints, supporting resident and family councils, informing residents of their rights and of program services, and consultations or training presentations to residents and staff. In order to access the facility to conduct an assessment or visit, you need to notify the administrator that you are there pursuant to section 400.0074, Florida Statutes. You will sign in to a log book if the facility has one.
- As you conduct your visits, you will need to speak with residents. You may do so as soon as you have their permission. You should knock before entering a resident's room and ask permission to enter. Remember that a resident may withdraw consent for you to enter and ask you to leave at any time.
- In speaking with residents and completing a visit, you may need to access certain facility or resident records. Later on, you will need to know when and how to allow others access to Ombudsman Program records and information gained during an administrative assessment or visit.
Ombudsman Approach to Problem Solving
- In an institutional setting, certain practices and methods of operation are developed to ensure efficiency. While efficiency is a legitimate business concern, these practices and methods may conflict with the needs of individual residents. It has been argued that a "good facility" is one that attempts to balance the need for efficiency with quality of life issues; a "bad facility" is more likely to focus solely on efficiency.
- Problem solving or complaint resolution, is the primary means that Ombudsmen use to ensure that residents' rights are understood and honored in such an environment. it involves educating residents, staff, and others about rights, and helping to find practical solutions to problems that arise when the interests of the facility and the interests of the individual conflict.
- Responding to and resolving complaints can be difficult. There will be times when you will be called upon to support the resident in a decision that may be clearly harmful to him/her. There will also be times when you will be trying to balance the rights of one resident against the rights of another.
- Whatever the situation, the process for approaching it is the same. Complaint handling is really nothing more than a problem-solving process. It is a systematic, rational process you follow, from receipt of a complaint through investigation and resolution. As you handle more and more complaints, you will adapt this process to your own style. Eventually, it will become second nature.
Uniqueness of the Ombudsman Approach
- The ombudsman's goal in problem solving is achieving satisfaction for residents. The approach an ombudsman uses is critical, not only to the immediate outcome, but also to effectiveness in the future with residents and staff. If residents see Ombudsmen working to build relationships, residents are better able to trust Ombudsmen to help them without feeling their own relationship with staff will be strained. Therefore, as an Ombudsman, you must carefully select your strategies and be skill full and thoughtful in investigating and resolving problems. This resource module is designed to assist you in understanding the process and in refining your skills.
- Real problem solving requires taking the time to understand what factors affect how the staff is working, as well as what the resident is experiencing. Since the LTCO's primary responsibility is problem solving, you can take the time to get to know the resident's situation in depth and to look into creative solutions that were workable for the staff and residents. A solution will work only if it is based on mutual understanding and if it works for all parties.
- The ultimate goal of the Ombudsman approach to problem solving is to help staff become more responsive to residents and help residents be better equipped to directly express their concerns to staff.
In-Class, Field Training and Continuing Education
You will begin field training when you finish your in-class training. The district ombudsman manager will assign you to one or two mentors. You will visit communities, work on complaints, and attend a resident council or care planning meeting. You will be eligible for certification once you have completed 10 hours of fieldwork with a certified Ombudsman.
Once certified, ombudsman are required to complete ten (18) hours of continuing education (CE) training each year. A 'training year' is October 1st through September 30th of the year following certification. There are several ways to accomplish obtaining 18 hours of CE credit. These are:
- Attend approved training provided at monthly council meetings.
- Attend local monthly council meetings.
- Attend training relevant to ombudsman work or resident concerns provided by other agencies, universities and organizations that have been approved by the State Ombudsman.
- Attend online webinar trainings.
- Review training material and modules posted on the Programs training website.
The district ombudsman manager is responsible for ensuring that training attended by the ombudsmen is approved in advance by the State Ombudsman.
Credits:
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