Role of the Certified Volunteer Ombudsman
Mandy Mercer
Ombudsman Coordinator
501-534-6425
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Inform residents of their rights under federal/state laws and assist them in protecting their rights
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Provide information about the Ombudsman Program to residents and families
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Refer complaints and concerns to designated Regional Ombudsman
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The Volunteer Ombudsman assists the Regional Ombudsman by visiting their assigned facilities weekly.
To become a Certified Volunteer Ombudsman, please fill out the application found here. You can email your completed application to the State Long Term Care Ombudsman at mandy.mercer@dhs.arkansas.gov.
Qualifications
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At least 18 years old
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Have reliable transportation
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Experience in working with older people
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Must not have immediate family presently employed by a LTC facility
Required training to obtain and maintain an active certification.
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Must attend an 8-hour classroom training
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Must complete a 12-hour nursing home practicum
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Must attend quarterly in-service training classes
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Encouraged to attend at least one state-sponsored quarterly training per year
Responsibilities
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Visit residents in LTC facilities 2-4 hours weekly
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Explain the purpose of the Ombudsman Program to residents and family
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Complete all required paperwork accurately and on time
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Observe and report to the Regional Ombudsman regarding care in assigned facility
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Help residents and their families understand the facility policies
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Attend resident and family council activities when requested
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Refer complaints or problems received or observed to the Regional Ombudsman
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Ask for technical assistance from Regional Ombudsman
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Adhere to the confidentiality and code of ethics agreement at all times