Volunteer Advocate Program - FAQ
Volunteer Advocate Program Frequently Asked Questions
What exactly is an “ombudsman”?
An ombudsman is a person who investigates and attempts to resolve complaints and problems. Our certified volunteer advocates act as voluntary ombudsmen for people who live in nursing homes. Individuals in these facilities often have no one to speak for them or keep an eye on the level and quality of care they receive. Ombudsmen and Resident Advocates are there to serve as the voice of a resident when no one else is willing or able.
What sets us apart is that our sole focus is on the resident. Where other groups are bound by regulations, we can get creative. We can be consistent. We can visit as often as we like and build impactful relationships that get real results.
So, ombudsmen and Resident Advocates are mediators?
Ombudsmen and Resident Advocates are first and foremost advocates. Ombudsmen are not in place to attempt a compromise between a long term care facility and a family member, caregiver, guardian, or resident. An ombudsman’s job is to be biased in favor of residents, and the ombudsman will do his or her best to resolve a complaint or case to the full satisfaction of the residents involved.
What kind of skills or background should an ombudsman have?
While volunteer ombudsmen come from a variety of backgrounds, the only special requirements are compassion and a willingness to help others. The Ombudsman Program provides the necessary training to become an ombudsman. Seasoned ombudsmen as well as Ombudsman Managers are always available to answer questions and provide assistance.
Is there anyone who cannot be a Resident Advocate?
Resident Advocate volunteers may not be currently employed by or receiving any form of payment, including retirement benefits, from a long term care facility in Connecticut or any other state. If someone has a family member who resides in a long term care facility, the volunteer would not be able to volunteer at that specific facility as a volunteer advocate.
How much time will I be expected to volunteer monthly?
Resident Advocates are asked to commit to about 20 hours of advocacy work per month and to attend the monthly Resident Advocate meeting in his or her area.
What training will I need?
After completing the necessary paperwork, potential ombudsmen attend three sessions of classroom training and three sessions of field training. Trainings are usually provided by the Ombudsman Manager or a seasoned ombudsman.
Will I be reimbursed for the miles I drive while doing ombudsman work?
Volunteer Resident Advocate ombudsmen receive reimbursement at the current state rate. The full set of policies for reimbursement will be outlined for you during the training process.
What are the initial training requirements?
Initial Training
Each State Long Term Care Ombudsman Program is to provide a minimum of 36 hours of initial certification training. Ombudsman programs may choose to require more hours of training than the minimum. Training hours shall include:
- Up to 6 hours, or no more than 20% for states that provide for more than 36 hours of training, may be independent study or homework.
- Up to 14 hours in the field, which may include structured tours and shadowing with an experienced representative of the Office, meeting with resident councils, and similar activities.
- Up to 16 hours conducted in a classroom style setting, which can include remote classroom formats such as live webinars and discussions. This classroom training is to incorporate adult learning techniques such as case studies, role plays, and other interactive activities. States may choose to utilize selective presentations by other relevant agencies, such as the survey and certification agency, or legal assistance as part of these hours.
How is the initial training conducted?
Trainings are typically held quarterly and in person, although there may at times be the ability to make them hybrid based on availability. They are typically done over a three consecutive day period with the following hours:
- Day 1: 9 a.m. to 3 p.m.
- Day 2: 9 a.m. to 3 p.m.
- Day 3: 9 a.m. to 1 p.m.
After the initial classroom training is completed, you will also complete the independent study work as well as engage in the structured tours and shadowing experiences with representatives of the office.
Where is the initial training conducted?
Because trainings are often held quarterly and statewide, they are often held at a centralized location such as:
- 55 Farmington Avenue in Hartford
- 370 James Street in New Haven
- 786 S Main St, Middletown, CT 06457
What are the annual and ongoing training requirements?
A minimum of 18 hours per year is required, although more hours are encouraged, especially for paid representatives of the Office. The Ombudsman Program does not need to personally conduct all in service training and shall provide or arrange training based on the needs of representatives of the Office.
Methods may include:
- A combination of training methods is acceptable:
- Classroom, including role plays and other interactive activities; presentations by experts of other agencies; internal case discussions; NORS consistency training; or reviews.
- In facility training such as shadowing a trained representative of the Office or observing a survey process.
Web based and self learning techniques are acceptable. Utilizing training or webinars provided or sponsored by the National Ombudsman Resource Center is recommended.
What settings am I allowed to volunteer in?
Volunteer Advocates provide advocacy services in Skilled Nursing Facilities.
How many nursing homes do I volunteer in? How is it determined which one?
Typically each Resident Advocate is assigned to one nursing facility. During the shadowing portion of the initial training process, the supervising Regional Ombudsman will take the prospective Resident Advocate to various skilled nursing facilities in the region close to the Resident Advocate’s home and work with the Resident Advocate to determine a good fit.
Is there supervision provided? How will I get in touch with them?
Once the training period is completed and the Resident Advocate is certified, each Resident Advocate completes advocacy under the supervision of an assigned Regional Ombudsman who covers their respective Regional Ombudsman territory map.
Contact information for key program staff will be provided during initial training and ongoing. A list of the regional ombudsmen, their contact information, and the towns they serve is also available on our website through the Regional Ombudsman contact list and map.
Each Resident Advocate will always have access to reach out to the supervising ombudsman with questions, concerns, or challenging cases for support. Resident Advocates are also afforded monthly regional meetings to discuss and learn more about program initiatives with other regional Resident Advocates. There is also a mandatory annual training event typically referred to as the “VRA Wrap Up,” in which all Resident Advocates and ombudsmen throughout the state get together for team building and additional training alongside the State Long Term Care Ombudsman.
Are you assigned a group of Resident Advocates? And how many? How is that determined?
Each Resident Advocate is also placed into a cohort along with all other Resident Advocates who are under the supervision of the Regional Ombudsman. Each month, two sets of Regional Ombudsmen and their respective cohorts of Resident Advocates meet together for ongoing training and to work through critical case questions that come up along the way.
All of the specifics about each region’s monthly meetings and where and when they are held will be provided by the supervising Regional Ombudsman at the conclusion of training. Each region is unique in how many Resident Advocates are current and active and this may fluctuate over time, but no matter what, the Resident Advocate will always have a supervising Regional Ombudsman for case support and administrative staff to answer questions regarding issues like mileage sheets and monthly documentation.
Where are the monthly Resident Advocate meetings located?
Resident Advocate monthly meetings are usually held at the local Ombudsman Program office, when space permits, or at a nearby public venue, typically a senior center.
I work at a long term care facility. Can I still be an ombudsman?
Ombudsman volunteers may not be currently employed by or receiving any form of payment, including retirement benefits, from a long term care facility in Connecticut or any other state.
I have a family member in a long term care facility. Can I still be a Volunteer Resident Advocate?
Yes. However, your visits to any facility in which your loved ones reside should remain strictly personal and as a private citizen, not as an ombudsman performing advocacy duties.
I work full time. Can I still be a volunteer resident advocate?
While many volunteer Resident Advocates also hold full time jobs, all volunteers are asked to agree to a minimum of about 20 hours per month of advocacy work, including attendance at each monthly council meeting.
How do I apply?
If you want to learn more about our program and speak with a representative directly, email the Ombudsman Program about becoming a Volunteer Resident Advocate and provide your contact information. An Ombudsman Program staff member will reach out to discuss the program personally.
Apply to Volunteer
If you are interested in becoming a Volunteer Resident Advocate, please complete and return the following documents (Application Form, Verification Form, Conflict of Interest Screening Form, and two completed Reference Forms) via email to the Long Term Care Ombudsman’s Office at LTCOP@CT.GOV. You can also contact the Long Term Care Ombudsman Program for assistance by phone at 860-424-5200 or 1-866-388-1888.
Once all documents are submitted to the office, we can begin the application review process. The application review is a lengthy process and may take up to 60 days depending on the number of applicants. Upon completion of the review, a representative of the program will contact you regarding the status of your application.
View the Volunteer Advocate Program page for application documents.
Per Connecticut statutes, regulations, and program policy, individuals who work, live in, or own a long term care facility, and persons who receive any financial compensation from a nursing home, cannot participate in the program. Potential volunteers who have family members residing in a nursing facility are restricted from acting as a volunteer resident advocate in the home where their family member resides.