Position Description

Position Title: Certified Long-Term Care Volunteer Ombudsman

Location: Statewide in the following counties: Boulder, Chaffee, Crowley, Custer, Delta, Eads, Eagle, Fowler, Fremont, Garfield, Grand, Gunnison, Hinsdale, Holly, Jackson, La Junta, Lake, Lamar, Larimer, Las Animas, Logan, Mesa, Moffat, Montrose, Morgan, Ordway, Ouray, Phillips, Pitkin, Rio Blanco, Rocky Ford, San Miguel, Sedgwick, Springfield, Summit, Walsh, Washington, Yuma

Position Overview:
The Colorado State Long-Term Care Ombudsman Program advocates for residents of skilled nursing homes and licensed assisted living residences. “Ombudsman” is a Swedish word that means “citizen representative.” The primary purpose of the Long-Term Care Ombudsman Program is to promote and protect the residents’ rights guaranteed to residents under federal and state law.

This mission is achieved with a network of local offices across the state, which recruit, train, and manage teams of certified ombudsmen. Volunteer ombudsmen visit long-term care facilities throughout the state to ensure residents’ rights are being upheld. As a volunteer, you will typically be assigned to provide ombudsman services to one location, though some opt for more. Certified volunteer ombudsmen regularly visit long-term care facilities, monitor conditions and care and provide a voice for those unable to speak for themselves. Certified Long-Term Care Ombudsmen are trained to receive complaints and resolve problems in situations involving quality of care, use of restraints, transfer and discharge, abuse and other aspects of resident dignity and rights. Ombudsman services are free, confidential, and resident-directed.

General Duties:

Assist residents, families, and friends in identifying, investigating, and resolving complaints, problems, and issues of concern regarding the residents’ health, safety, welfare, quality of life and rights consistent with guidance from the Regional Ombudsman.
Be sensitive to the residents’ social and emotional wants and needs.
Maintain confidentiality of sensitive information and respect residents’ privacy and dignity.
Visit an assigned nursing home or assisted living facility at least once per month on a regular and unannounced schedule.
Use effective communication techniques with residents while also getting to know and maintaining rapport with residents, families and staff.
Develop a constructive working relationship with facility staff and other advocates.
Educate residents and their families about the facility’s responsibilities to ensure a better understanding of the services to which residents are entitled.
Negotiate resolutions within the facility whenever possible.
Support the development of and consultation with family and resident councils.
Discuss problems, concerns and questions with the Regional Ombudsman regarding nursing homes or assisted living residences.
Refer urgent concerns to the state or Regional Ombudsman.
Comply with lines of communication and supervision.
Cooperate with the State Long-Term Care Volunteer Program Coordinator and State Long-Term Care Ombudsman staff.
Provide appropriate feedback to facility staff in accordance with concurrence of the Regional Ombudsman.
Respond to referrals
Participate in surveys, resident group and exit interviews with regulatory authorities.
Attend ongoing training.

Training: Prospective volunteers must complete a 26-hour certification training course established by the Colorado State Long-Term Care Ombudsman Program with an additional 10 hours of in-person job shadowing. Training will be provided at no charge and will consist of advocacy skills and all other areas relevant to the role of the certified ombudsman.

Confidentiality: All information on nursing facility complainants and/or residents that is obtained in the course of ombudsman duties will be treated as confidential and will not be shared with anyone outside the ombudsman program without consent. Violation of confidentiality procedures will be grounds for dismissal from the program. The complainant and/or the resident of a long-term care facility has the right to remain anonymous throughout the complaint investigation.

Supervision: Supervision will be provided by the Regional Ombudsman.

Qualifications:

Ability to view the resident as the primary client.
Dedication to the Ombudsman Program.
Ability to work both independently and as a team member while knowing when to ask for assistance.
A sense of diplomacy, while being objective and unbiased.
Ability to analyze the facts of a situation calmly and unemotionally.
Qualities of intelligence, empathy, patience, persistence and good will.
Ability to keep in mind that you are an advocate for the resident and at the same time support the sincere efforts of the facilities who wish to provide high quality of care.
Knowledge of other sources of advocacy assistance in other agencies and organizations.
Must be willing to advocate for all residents regardless of age, sex, disability, sexual preference, gender identification, race, income level, ethnicity, religion, etc.
Agree to a criminal background check.

Who Can Volunteer?
If you are 18 years old or older, have available transportation and possess genuine care and concern for residents in assisted living facilities and nursing homes, you may be able to become a certified volunteer ombudsman.

Benefits of Volunteering
Volunteers benefit through the joy of making a difference in the lives of residents, through the development of interpersonal skills and through preparation for their own aging. Volunteers develop skills in communication, listening, relationship building, investigation, confidentiality, resident rights, complaint resolution and more. This is a challenging and satisfying volunteer job for people looking to work, grow, and ease the lives of the most vulnerable population among us.

What is the Time Commitment?
Volunteers are asked to commit to at least six months to a year due to the required training. Volunteers are asked to visit at least one assisted living residence or nursing home per month and to submit a written report to the Regional Ombudsman. When cases are complex and time-consuming, they are typically referred to the Regional Ombudsman who may then assign it to professional staff. The initial certification process typically takes 36 hours with a required 18 hours of training each year afterward for annual recertification. Training sessions are provided free of charge, and continuing training is expected for recertification each year.

Transportation:
Volunteers are responsible for obtaining transportation to and from the assigned facility. If you are 55 years of age or older, you may be able to register with RSVP (Retired and Senior Volunteer Program) and receive some reimbursement for mileage for volunteering with the Long-Term Care Ombudsman Program. Some, but not all, Long-Term Care Ombudsman Program regions are able to provide reimbursement for mileage. Speak with your Regional Ombudsman to learn more.

I’m Interested. Who do I Contact?
To volunteer, you can begin the process by contacting State Volunteer Program Coordinator Jesse Bond by email at jesse.bond@state.co.us or by phone at 720-925-8609.