NORTHWEST MISSOURI

            AREA AGENCY ON AGING

211 South Polk Street,  P.O. Box 265,  Albany, MO 64402

Telephone Toll Free: (888) 844-5626  ۩  Local: (660) 726-3800  ۩  Fax: (660) 726-4113  ۩  E-Mail: nwmoaaa@alltel.net 

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Volunteer Opportunities

OMBUDSMAN PROGRAM 

The word “Ombudsman” is a Swedish word which means “One who speaks on behalf of another.”

VOLUNTEERS ARE THE KEY TO THE SUCCESS

Ombudsman volunteers are individuals who help residents in the long-term care setting.  If a resident has a concern, the Ombudsman is an important resource in resolving the concern.  Often the volunteer acts as a buffer between the resident and the facility staff.  The purpose is to encourage the resident to become empowered in expressing concerns. 

The Ombudsman volunteers are also a vital source of information and assistance to individuals in nursing facilities. Before being assigned to a facility, they receive 18 hours of training in problem solving, complaint coding, reporting and enhancement of communication and mediation skills.  Ombudsman establish relationships with residents that build a trusting rapport and a sense of empowerment. 

WHAT IF A FACILITY DOES NOT HAVE A VOLUNTEER?

If the facility does not have a volunteer Ombudsman, the residents and family members may contact the Long-Term Care Ombudsman program directly by calling 1-888-844-5626.  Everyone is encouraged to share concerns they may have about issues occurring in the long-term care setting.  All communication between residents and the Ombudsman staff is confidential. 

HOW DO I CHOOSE A LONG-TERM CARE FACILITY FOR MY LOVED ONE?

The Regional Ombudsman Coordinator and her staff can provide information about the facility from the most recent survey by the Department of Health and Senior Services Section for Long-Term Care.  If you have access to the internet you may also acquire information about facilities from the website “Nursing Home Compare”. 

OMBUDSMAN VOLUNTEER RESPONSIBILITIES

1.     Communicate regularly with residents.

2.     Establish a relationship of trust with residents.

3.     Listen to residents' concerns.

4.     Keep all information confidential.

5.     Encourage residents to speak for themselves.

6.     Seek to resolve problems within a facility.

7.     Help protect residents' rights.

Everyone Benefits

Residents, ombudsman volunteers and staff of long-term care facilities benefit significantly from Missouri's Ombudsman Program.  The program is unique, because facilities choose to participate.  

Program emphasis is on resident rights, rather than facility compliance to other regulations.  When a problem arises, the ombudsman serves as a mediator.  Assuming a neutral role allows an ombudsman to advocate for residents, family members or staff of the facility.  The ombudsman becomes a relied-upon source of information and assistance.

Program Goals

• RESOLVE resident complaints through involvement of all concerned parties.

• INFORM residents of rights that are established by law.

• PROVIDE information on residents' needs/concerns to the community.

OMBUDSMAN VOLUNTEER Qualifications

• Like older people

• Have good listening and communication skills

• Be objective, sensitive, diplomatic and reliable

• Complete ombudsman training

• Have time available

• Have transportation

• Be at least 21 years of age

HOW DO I BECOME AN OMBUDSMAN VOLUNTEER?

Call the Regional Ombudsman Program at the Area Agency on Aging toll free at 1-888-844-5626 or call  660-726-3800. You will be mailed a simple application to fill out and send back in.  A criminal background check is required for all volunteers.  The Ombudsman staff will then schedule an interview.  The Ombudsman Program is always in need of individuals who are willing to give of their time and talents for the well-being of our elderly citizens.  

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