Area Agency on Aging Rio Grande in El Paso, TX, the Ombudsman program where certified volunteers can serve residents and families for advocacy. You can help protect resident right's, health and well-being. We assist residents in nursing homes and assisted living facilities that can face abuse, neglect and financial exploitation. To make matters worse residents often have no one in their corner to stand up for them. Ombudsman advocate for residents' rights. Ombudsman help protect the quality of care and quality of life of anyone who lives in these long-term care facilities. To be a volunteer Ombudsman, you must be at least 18 years old, have no conflict of interest, complete certification training and has transportation, volunteer hours are flexible, and no experience required. Volunteers receive a free 36-hour certification course, ongoing support, on-site experience during a three-month internship and continuing education.
GENERAL DESCRIPTION
A Certified Volunteer Ombudsman (CVO) is an individual designated by the State Long-Term Care Ombudsman to carry out the duties of the Ombudsman Program. The CVO shall, in accordance with the policies and procedures, must:
- Make regular visits to assigned facility and promptly respond to requests;
- Identify, investigate, and resolve complaints made by, or on behalf of, residents;
- Provide services to protect the health, safety, welfare, and rights of residents;
- Provide information about the Ombudsman Program;
- Support the development of resident and family councils;
- Represent the interests of residents; and
- Inform the Ombudsman Program if unable to temporarily or permanently perform these duties.
SPECIFIC DUTIES
- Interact with and get to know residents and families in an assigned facility.
- Seek out non-communicative and isolated residents.
- Respect and protect the privacy and confidentiality of residents.
- Ensure residents have timely access to ombudsman services and receive timely responses to complaints.
- Develop a cooperative working relationship with facility staff.
- Identify, investigate, and resolve complaints from residents, families, and friends consistent with guidance from the supervising Staff Ombudsman.
- Provide information to the MLO regarding problems in assigned facility and discuss concerns, problems, and questions involving the facility with the supervising Staff Ombudsman.
- Follow instructions from your supervising Staff Ombudsman and Managing Local Ombudsman (MLO).
- Submit monthly reports to the Ombudsman Program.
CONFIDENTIALITY
Residents and other complainants have the right to remain anonymous. All information that is obtained while performing ombudsman duties is confidential and must not be shared with anyone outside the Ombudsman Program without consent of the resident or complainant. Violation of confidentiality policies is grounds for de-certification as an ombudsman.
KNOWLEDGE, SKILLS AND ABILITIES
● Ability to focus on the resident as the primary client;
● Ability to dedicate time to visit an assigned facility on a regular basis;
● Ability to work independently and as a team member;
● Ability to interact in an unbiased, objective, and diplomatic manner;
● Ability to analyze facts and convey them accurately;
● Ability to learn about ombudsman rules, regulations, and residents' rights;
● Skill in summarizing information, writing details, and reporting data; and
● Ability to devote time required to obtain annual in-service training and develop and submit required reports.
