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 are acting as voluntary ombudsman for people who live in nursing homes. The vulnerable 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 becoming an ombudsman. Seasoned ombudsmen as well as Ombudsman Managers are always available to answer questions and provide assistance.
Is there anyone who cannot be an Resident Advocate?
Resident Advocates 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?
RA are asked to commit to ~20 hours of advocacy work per month and to attend the monthly RA 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 Advocates 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/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, etc.
- Up to 16 hours conducted in a classroom style setting (can include remote classroom format such as live webinars/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?
They are typically held quarterly and in person, although there are at times the ability to make them hybrid based on availability. It typically is done over a three consecutive day period with the following hours.
Day 1: 9am-3pm, Day 2: 9am-3pm, Day 3: 9am-1pm
After the Initial Classroom training is completed you will also complete the independent study work as well as engage in the structured toures and shadowing experiences with representatives of the office.
Where is the initial training conducted?
Because they are often held quarterly and statewide, often they are 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 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 - A combination of training methods is acceptable:
- Classroom - including role-plays and other interactive activities; presentations by experts of other agencies, or internal case discussions, NORS consistency training or reviews, etc.
- 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 /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 singular nursing facility. During the shadowing portion of the initial training process the supervising regional ombudsman will take the prospective RA to various skilled nursing facilities in the region close to the RA’s home and work with the RA to determine a good fit.
Is there supervision provided? How will I get in touch with them?
Once the training period is completed, and they are certified, each RA is completes their advocacy under the supervision of an assigned Regional Ombudsman who covers their respective region. Contact information for key program staff will be provided to them during initial training and ongoing. However a list of the regional ombudsman, their contact information, and the towns they serve, is available on out website here. Each RA will always have access to reach out to their supervising ombudsman with questions or concerns that come up or challenging cases for support. They also will be afforded monthly regional meetings to discuss and learn more about program initiatives with other regional RA’s. There also is a mandatory annual training event typically referred to as the “VRA Wrap Up” in which all resident advocates and ombudsman 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 RA is also placed into a cohort along with all other RA’s that are under the supervision of the Regional Ombudsman. Each month, Two sets of regional RO’s and their respective cohorts of RA’s meet together for ongoing training and to work through critical case questions that come up along the way. All of the specifics about each regions monthly meetings and where/when they are held will be provided to them by their supervising regional ombudsman at the conclusion of their training period. Each region is unique in how many resident advocates are current and active and fluctuate over time, but no matter what the RA will always have a supervising Regional Ombudsman for case support and administrative staff to answer questions regarding administrative issues like mileage sheets and monthly documentation.
Where are the monthly RA meetings located?
RA 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 ombudsman advocacy duties.
I work full time. Can I still be an volunteer resident advocate?
While many volunteer resident advocates also hold full-time jobs, all volunteers are asked to agree to a minimum of ~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 Click to send email and provide us your contact information and a Ombudsman program staff 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 | E-mail: LTCOP@CT.GOV. You can also contact the Long Term Care Ombudsman Program for assistance via phone: 860-424-5200 or 1-866-388-1888.
Once all documents are submitted to the office, can we 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.
APPLICATION DOCUMENTS can be Obtained Here
Per Connecticut Statutes, regulations and Program policy: Individuals who work, live in or own a long- term care facility. 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 that your family member resides.