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Welcome!Risk Management for
Volunteer Ombudsman Intake
Volunteer Ombudsman (VOP)Program Staff
Sarah Hinzman Volunteer Ombudsman Program Coordinator– Direct: (515) 657-1479; Toll-Free 1-866-236-1430– [email protected]
Cairn Reisch, AmeriCorps VISTA VOP Coordinator Meredith Funke, AmeriCorps VISTA VOP
Coordinator
Local Ombudsman Regions
Kim Weaver712-541-2641
Julie Pollock712-249-7424
Melanie Kempf515-657-1912
Tonya Amos515-250-7596
Stacia Timmer712-363-2845
Pam Railsback319-541-0318
Jennifer Golle641-420-9850
Kim Cooper563-210-7439
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. Application2. Telephone interview3. Training4. Individual manual review5. Follow-up consultation 6. Background check7. Certification & facility placement8. 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 facility3.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