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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 helping to resolve
it. 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 his or her concerns.
The Ombudsman
volunteers are also a vital
source of information and
assistance to individuals in
nursing facilities.
Before
being assigned to a facility,
volunteers receive 18 hours of
training in problem solving,
complaint coding, reporting and
enhancement of communication and
mediation skills.
Ombudsman volunteers establish
relationships with residents
that build a trusting rapport
and a sense of empowerment for
the resident.
WHAT IF A FACILITY DOES NOT HAVE
A VOLUNTEER?
If the facility does not have a
volunteer Local Ombudsman, the
residents and family members may
contact the NWMOAAA Long-Term
Care Ombudsman program directly
by calling 1-888-844-5626.
Everyone is encouraged to share
concerns they may have about
issues that occur 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 staff can
provide information about
facilities 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
www.medicare.gov and
selecting "Compare Nursing Homes
in Your Area."
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. Facilities are
required to
participate in this program.
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.
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 660-726-3800.
We will mail a simple
application for you to fill out
and return. 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 older
citizens.
OMBUDSMAN VOLUNTEER
Qualifications
-
Be at least 21 years of age
-
Like and enjoy interacting
with older people
-
Have good listening and
communication skills
-
Be objective, sensitive,
diplomatic and reliable
-
Complete ombudsman training
-
Have time available
-
Have reliable transportation
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