Long-Term Care Ombudsman Program

Elder Affairs; Tallahassee (FL); On-site; Part time

Benefits offered by this job

Training provided

Reimbursement for travel and meals

Job summary

A community outreach program in Florida is seeking compassionate individuals to serve as ombudsmen for local long-term care residents. Ombudsmen investigate complaints and advocate for the health, safety, and rights of residents. This volunteer role requires a commitment of 15-20 hours per month, and candidates must complete training. Ideal candidates will have strong communication and advocacy skills, providing critical support to vulnerable individuals in care facilities.

Qualifications

• Willingness to help others as a volunteer.
• Ability to commit 15-20 hours per month to ombudsman work.
• Completion of necessary training sessions.

Responsibilities

• Investigate and resolve complaints from residents.
• Advocate for residents' rights and well-being.
• Monitor and comment on laws and policies affecting residents.

Skills

Compassion

Advocacy skills

Communication

Job description

The mission of the Florida Long-Term Care Ombudsman Program is to improve the quality of life for all Florida long-term care residents by advocating for and protecting their health, safety, welfare and rights.

Program Information

The Long-Term Care Ombudsman Program (LTCOP) is a statewide, volunteer-based system of local units that act as advocates for residents of long-term care facilities. The LTCOP was established by Title VII of the federal Older Americans Act and its operation is governed by state statute, part I of Chapter 400, Florida Statutes. Through 14 district offices that together cover the entire state, volunteers work with staff to identify, investigate, and resolve complaints made by, or on behalf of, residents of nursing homes, assisted living facilities, adult family-care homes, and continuing care retirement communities.

In addition to investigating and resolving complaints, the LTCOP performs the following services or activities:

• Monitoring of and commenting on the development and implementation of federal, state, and local laws, regulations, and policies regarding health, safety, and welfare of residents in long-term care facilities.
• Conducting routine access visits of long-term care facilities.
• Aiding the development of resident and family councils.

According to Section 400.022, Florida Statutes:

Nursing home facilities shall adopt and make public a statement of the rights and responsibilities of the residents and shall treat such residents in accordance with the provisions of that statement. Each resident shall have the right to:

• Civil and religious liberties.
• Private and uncensored communication.
• Visitation by any individual providing health, social, legal, or other services and the right to deny or withdraw consent at any time.
• Present grievances and recommend changes in policies and services free from restraint, interference, coercion, discrimination, or reprisal. Includes the right to have access to the ombudsmen and other advocacy groups.
• Organize and participate in resident groups.
• Participate in social, religious, and community activities that do not interfere with the rights of others.
• Examine results of recent facility inspections by federal and state agencies including the plan of correction if applicable.
• Manage his/her own financial affairs. A quarterly accounting will be furnished to resident or legal representative.
• Be fully informed, in writing and orally, of services available at the facility and of related charges for such services.
• Refuse medication and treatment and to know the consequences.
• Receive adequate and appropriate health care, protective and support services within established and recognized standards.
• Privacy in treatment and in caring for personal needs.
• Be informed of medical condition and proposed treatment and be allowed participation in planning.
• Be treated courteously, fairly, and with the fullest measure of dignity.
• Be free from mental and physical abuse, corporal punishment, extended involuntary seclusion, and from physical and chemical restraints except those ordered by resident’s physician.
• Be transferred or discharged only for medical reasons, the welfare of other residents or nonpayment of a bill.
• Receive a thirty (30) day written notice of discharge or relocation, and challenge such notice.
• Choose physician and pharmacy.
• Retain and use personal clothing and possessions.
• Have copies of rules and regulations of the facility.
• Notification prior to room change.
• Information concerning bed-hold policy for hospitalization.

Also, federal law prevents nursing homes from discharging (removing) or transferring (moving to another facility) a resident except for the following reasons:

• The resident’s welfare cannot be met at the facility.
• The resident’s health has improved sufficiently so the resident no longer needs the services provided by the facility.
• The health or safety of individuals is endangered.
• The resident has failed, after reasonable and appropriate notice, to pay or have paid under Medicare or Medicaid for residence at the facility.
• The facility closes.

A nursing home must give residents 30 days written notice prior to discharge or transfer. A resident who thinks the above rights have been violated must request a hearing in writing within 90 days by sending the form given to them by the facility to: Office of Appeals Hearings, 1317 Winewood Boulevard, Building 5, Room 203, Tallahassee, FL 32399-0700. (Telephone: [phone])

Requesting a hearing within 10 days stops the removal of the resident until the hearing process is completed. A nursing home resident may request assistance from the Long-Term Care Ombudsman Program by calling toll-free 1-888-831-0404.

For Residents of Assisted Living Facilities and Adult Family Care Homes

According to Section 429.28 and 429.85, Florida Statutes:

No resident of a facility shall be deprived of any civil or legal rights, benefits, or privileges guaranteed by law, the Constitution of the State of Florida, or the Constitution of the United States as a resident of a facility. Every resident shall have the right to:

• Live in a safe and decent living environment, free from abuse and neglect.
• Be treated with consideration, respect and with due recognition of personal dignity, individuality, and the need for privacy.
• Retain and use his/her own clothes and other personal property.
• Unrestricted private communication including receiving and sending unopened correspondence, access to a telephone, and visiting with any person of his or her choice, at any time between the hours of 9 a.m. and 9 p.m. at a minimum.
• Participate in and benefit from community services and activities to achieve the highest possible level of independence, autonomy, and interaction with the community.
• Manage his/her own financial affairs unless the resident (or the resident’s legal representative) authorizes the administrator of the facility to provide safekeeping for funds.
• Share a room with spouse if both are residents of the facility.
• Reasonable opportunity to exercise and to go outdoors at regular and frequent intervals.
• Adequate and appropriate health care consistent with established and recognized standards.
• Exercise civil and religious liberties including personal decisions. No religious beliefs, practices, nor attendance at religious services, shall be imposed on any resident.
• Thirty (30) days notice to AFCH residents and forty-five (45) day notice to ALF residents of relocation or termination of residency except in cases of emergency.
• Present grievances and recommend changes in policies, procedures, and services to the staff of the facility without restraint, interference, coercion, discrimination, or reprisal. This right includes access to ombudsmen volunteers and advocates and the right to be a member of, to be active in, and to associate with advocacy or special interest groups.
• (ALF) Be free from physical and chemical restraints other than those prescribed by the resident’s physician. The use of physical restraints shall be limited to half-bedrails and only upon the written order of the resident’s physician and the consent of the resident or the resident’s legal representative. [S. 429.41(1)(k)].
• (AFCH) Be free from chemical and physical restraints. [S. 429.85(1)(k)].

Also, every assisted living facility resident shall have the right to at least 45 days’ notice of relocation or termination of residency from the facility unless, for medical reasons, the resident is certified by a physician to require an emergency relocation to a facility providing a more skilled level of care or the resident engages in a pattern of conduct that is harmful or offensive to other residents. In the case of a resident who has been adjudicated mentally incapacitated, the guardian shall be given at least 45 days’ notice of a non-emergency relocation or residency termination. Reasons for relocation shall be set forth in writing. In order for a facility to terminate the residency of an individual without notice as provided herein, the facility shall show good cause in a court of competent jurisdiction.

Every adult family care home resident shall have the right to at least 30 days’ notice of relocation or termination of residency from the home unless, for medical reasons, the resident is certified by a physician to require an emergency relocation to a facility providing a more skilled level of care or the resident engages in a pattern of conduct that is harmful or offensive to other residents. If a resident has been adjudicated mentally incompetent, the resident’s guardian must be given at least 30 days’ notice, except in an emergency, of the relocation of a resident or the termination of a residency. The reasons for relocating a resident must be set forth in writing.

An assisted living facility resident or adult family care home resident may request assistance from the Long-Term Care Ombudsman Program by calling toll-free 1-888-831-0404.

Considering becoming an ombudsman? Below are some of the mostfrequentlyasked questions. Click on a question to see the answer.

What exactly is an “ombudsman”?

An ombudsman is a person who investigates and attempts to resolve complaints and problems. Our ombudsmen are advocates for people who live in nursing homes, assisted living facilities and adult family care 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 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 are mediators?

Ombudsmen 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 District Ombudsman Managers are always available to answer questions and provide assistance.

How much time will I be expected to volunteer monthly?

Ombudsmen are asked to commit to 15-20 hours of ombudsman work per month and to attend the monthly ombudsman council 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 District Ombudsman Manager, State Trainer or a seasoned ombudsman volunteer.

Will I have to get a background check?

Yes. In order to ensure the safety of the residents they will work with, all potential ombudsmen must undergo a Level 2 background screening prior to attending training.

Will I be reimbursed for the miles I drive and meals I eat while doing ombudsman work?

As representatives of the State of Florida, ombudsmen receive reimbursement at the current state rate. Ombudsmen also receive reimbursement for meals while doing ombudsman work. The full set of State of Florida policies for reimbursement will be outlined for you during the training process.

Where are the facilities that I will visit? How far will I have to drive?

Only as far as you want. Most ombudsmen prefer to visit facilities close to home, and the Ombudsman Program is able to accommodate this. Sometimes you may be asked to travel a little further, but the decision is ultimately yours.

Where are the monthly meetings located?

Ombudsman council meetings are usually held at the local Ombudsman Program office (when space permits), or at a nearby public venue.

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 Florida or any other state.

I have a family member in a long-term care facility. Can I still be an ombudsman?

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 ombudsman?

While many ombudsman volunteers also hold full-time jobs, all volunteers are asked to agree to a minimum of 15-20 hours per month of ombudsman work, including attendance at each monthly council meeting.

Request an Ombudsman for In-Service Training

I am (check one): Staff Resident Family Member of a Resident

Check which in-service or training you are requesting: Resident’s Rights Information on the Long-Term Care Ombudsman Program Other