Assisted Living Ombudsman Program Volunteer

AgeSpan, Inc.

Responsibility: To enhance the quality of life of assisted living residents by advocating for the residents of assigned community. Serving as a link between residents, families, staff, and others to resolve resident complaints and concerns.

Essential Functions: (Core duties or tasks that are fundamental and not marginal to the performance of the volunteer position)

• To advocate for the residents in the assigned assisted living communities.
• To assess, resolve and provide information and referral for concerns of residents, families and
• the community that are received during a facility visit.
• To complete visits to the assigned communities as directed, at minimum monthly, with a goal to increase to a weekly basis, unless otherwise authorized by the Assisted Living Specialist.
• In the event of not being able to visit assigned communities due to a state-of-emergency, connect with residents and the designated facility staff contact by alternative communications; phone, Microsoft teams, Zoom, Skype, etc.
• Maintain open communication during visits with assigned community contact person to resolve concerns of residents brought forward during visits.
• Complete visit, case, and consultation reporting requirements within 48 hours of completion of a visit, contacting the Assisted Living Specialist with any questions or concerns.
• Identify and report issues that may affect the health, safety, welfare, and resident rights and or any serious concern, including reports or observations of abuse, neglect, or mistreatment immediately to the Assisted Living Specialist.
• Maintain confidential information regarding the residents, their concerns only to be shared within the Ombudsman Program and with consent of the resident to all others.
• Notify the Assisted Living Specialist immediately of any conflicts of interest that may arise during time as serving as a volunteer.

Requirements/Skills:

1. Complete a volunteer application process.
   • Complete interview with Volunteer Programs Staff & Assisted Living Specialist.
   • Complete and pass a CORI.
   • Complete General Agency Volunteer Orientation.
2. Complete at least one shadow visit with Assisted Living Specialist prior to attending certification training.
3. Successfully complete a certification training presented by the Massachusetts Office of the State Long Term Care Ombudsman.
4. Attend scheduled monthly LTCOP Staff meetings, if unable to complete must schedule an individual meeting with the Assisted Living Specialist and or their designee.
5. Complete re-certification training every two years, regardless of when first certified.
6. Complete 24 hours of continuing education per year.
7. Participate in Field Supervision with the Assisted Living Specialist or their Designee as required.
8. Begin field training within two weeks of completing the classroom training, which includes joint visits with the Assisted Living Specialist or their Designee. Must be completed within 60 days of the final class.
9. Have reliable transportation or access to it.
10. Understanding of basic computer/technology skills, including, but not limited to; web-browser, outlook, Microsoft word, Microsoft Teams, Zoom, Skype, etc.
11. Have and be able to maintain excellent communication skills.

Learn more about becoming a Volunteer Ombudsman here.