Frequently Asked Questions from

Certified Ombudsman Applicants

What is the time commitment required of Certified Ombudsman volunteers?  Do they sometimes need more than that to do the job? What do the required hours include?

Per Oregon statues, volunteers are asked to commit to 16 hours per month when they can be available at times to meet the resident’s needs, including during weekday business hours.  Ideally this would include visiting residents, follow up phone calls, reporting and travel to/from facilities.  There are times when volunteers do spend more time on a particular case or resident, but there is flexibility when you volunteer.  You can set your schedule and we ask that volunteers do not make visits at the same time, or on the same day of the week.  Some volunteers donate much more time to the program, but the average is 5-10 hours a week. Volunteers can request a leave of absence for vacations or illness.

What kind of authority does a Certified Ombudsman have at his/her facility?

Once volunteers complete their background check, training, and pass their exam, they are certified as representatives of the State of Oregon. They have the authority to go into their assigned facility at any time.  Additionally, CO’s are sometimes asked to do a back up to a facility where no CO is assigned and are entitled to the same access rights.  In their role as Ombudsman, they are mandatory reporters of abuse and neglect.  Our agency does not investigate or resolve any cases of abuse or neglect, but refers these issues directly to APS (Adult Protective Services).

How does a Certified Ombudsman introduce him/herself to the residents in the facilities to which he/she is assigned?

Certified Ombudsmen are issued a name badge and will have a letter of introduction sent to their assigned facility.  (Typically the Ombudsman will knock on the residents’ door, and introduce himself or herself to the resident.  The specifics are left up to the volunteers, as everyone’s style is different.  The goal is to inform the resident that the Ombudsman works for the state, and is there to help advocate for the resident.) The Ombudsman will visit the residents and establish a relationship with them.  It may take a few visits for the residents to understand and trust the Ombudsman before bringing any concerns to them.  Issues about communicating with the elderly, staff, and families and case studies are presented at training.

How is an Ombudsman assigned to facilities?  Is assignment to facilities that are close to the volunteer’s home a priority?

CO's are assigned using two main factors:  where we have a need for volunteers and the volunteers’ preference.  If the volunteer would prefer to have an assignment close to them we'll make every effort as long as there's a facility available.  However, some volunteers prefer to visit a facility near their work or in another community.

When do trainings take place?  Where are they held?  Are there five or six full days of training over how many weeks? What topics are covered in each session? What kind of test is given at the end?

Trainings take place quarterly in the Portland Metro area, and statewide several times a year (the specific training schedule can be found on our website at www.oregon.gov/LTCO).  Locations are chosen based on the following factors: convenience for our volunteers, trainer, and cost to the agency. Training consists of 5 in-class days.  The standard training schedule is two days of training each week, with a one week break between days four and five.  This break is to allow the trainee to go out on a facility visit with a Certified Ombudsman.  Topics covered include medical terms, types of facilities, rules and regulations, communication and negotiation.  Volunteers are given a great deal of resource information and are not expected to memorize it, but rather to know where to find the information. An open book, take home exam is given for the volunteer to return before being certified.  

What is the role of the deputies? Do all of the deputies or just one supervise volunteers?

The deputies are assigned to geographic areas of the state, as well as taking turns being the deputy answering incoming calls to the office.  The deputies act as a coach and resource for the CO’s, as well as provide additional support in difficult cases.  Monthly team meetings are provided by the deputy assigned to the region and offer the Ombudsman an opportunity to interact with other volunteers.  We currently have six deputies who are responsible for 43,000 beds across the state

Who directs the Office of the Long-Term Care Ombudsman, and how was that person chosen? What is her background?

Mary Jaeger is the State Ombudsman.  The Governor appointed her for a four-year term from a list of candidates brought forward by various agencies and entities involved in the field of aging in Oregon.  Mary Jaeger holds masters degrees in Public Administration and Gerontology and has background in advocacy, over ten years experience in non-profit management, as well as over ten years in long-term care facility experience..

What is the most common complaint from facility residents, and how is it normally handled?

The most common complaint is neglect.  This includes a variety of scenarios; from call lights not being answered to needs of the resident being unmet.  If the Ombudsman determines that the neglect rises to the level of abuse, the matter is reported to Adult Protective Services. If the matter can be resolved within the facility, the Ombudsman works with the staff and administration with the primary goal being to protect the rights and dignity of the resident.  The role of the Ombudsman is not to create an adversarial environment but to effectively advocate for the resident.

What is the typical day of an Ombudsman?

A typical day would include visiting a facility and meeting with the residents, or following up on a previous case with phone calls made from home, or meeting with facility staff.  Volunteers have a great deal of discretion over when and where they make their facility visits, so a typical day can be flexible more than anything else!

When and where are the monthly support group meetings? Who chairs them, and what topics are covered?

The monthly support group meetings are typically held for two hours.  The location and time varies depending on the area and availability of the volunteers and staff.  However, most meetings are on a set schedule.  (i.e. The second Thursday of every month.) The Deputy will lead the meeting and topics covered might be changes in laws or regulations, new research on aging, presentations about community resources, and the like.

What are the requirements for continuing education, and how can they be  met?

Continuing education is presented at the monthly support group meetings, or volunteers can suggest an opportunity they can attend on their own with approval from a Deputy.  The training department is currently developing online and self-paced training modules.

How many Certified Ombudsmen are there currently in Oregon?   

As of April 2012 there are currently 190 CO's in Oregon and more are needed in every County.  Optimally, we need nearly 400 volunteers statewide, especially in Eastern Oregon.

How long has the LTCO program been in existence?

The LTCO program has been in existence since the 1960's nationally as a result of the older Americans act.  Every state has an Ombudsman program but are structured differently.   The program began in Oregon in 1981.

How many people are served each year by the LTCO program?

During our last reporting period (October to September), we made over 13,000 visits to residents in licensed long-term care facilities.  These are a combination of responses to complaints or concerns made to our office or regular visits.   Of those 13,000, over 90 percent were made by volunteers across the state.  Local volunteers are the key to timely visits and effective advocacy.

How many people are in LTC in Oregon?

There are approximately 43,000 residents in Long-term care facilities around the state.  These facilities include nursing homes, residential care facilities, assisted living facilities, and adult foster care homes.  Specific information can be found on our website at www.oregon.gov/LTCO.