Welcome!Risk Management for

Volunteer Ombudsman Intake

Volunteer Ombudsman (VOP)Program Staff

Sarah Hinzman Volunteer Ombudsman Program Coordinator– Direct: (515) 657-1479; Toll-Free 1-866-236-1430– Sarah.Hinzman2@iowa.gov

Cairn Reisch, AmeriCorps VISTA VOP Coordinator Meredith Funke, AmeriCorps VISTA VOP

Coordinator

Local Ombudsman Regions

Kim Weaver712-541-2641

Julie Pollock712-249-7424

Melanie Kempf515-657-1912

Tonya Amos515-250-7596

Stacia Timmer712-363-2845

Pam Railsback319-541-0318

Jennifer Golle641-420-9850

Kim Cooper563-210-7439

Our Mission

The mission of Iowa’s Office of the State Long-Term Care (LTC) Ombudsman is to protect the

HEALTH, SAFETY, WELFARE and RIGHTS of individuals residing in long-term care by − investigating complaints, − seeking resolutions to problems, and − providing advocacy with the goal of enhancing quality of

life and care.

Facilities Served

Nursing Facility (NF) (SNF) (HNF) Assisted Living Program (ALP)–VOP does not currently serve ALP

Residential Care Facility (RCF) Elder Group Home (EGH)

VOP Facts

VOP is the third edition of previous volunteer programs in the OSLTCO (CRC, RAC)

VOP is written into Iowa Code and receives an annual state appropriation

First volunteer began in service in September 2013

As of this week, there are 123 VOs serving.

A Successful Volunteer Ombudsman

Has a strong appreciation for older adults Professional experience in areas of health, human

services, or long-term care Or has some experience as family members or

caregivers of a long-term care resident and seek to give back (not get back)

A Successful Volunteer Ombudsman

Is responsible and professional Good listener and objective problem solver Able to demonstrate an understanding of program

practices throughout interviews and training Do not have a conflict of interest as defined by the

Older Americans Act (OAA)

The VOP Certification Process

1. Application2. Telephone interview3. Training4. Individual manual review5. Follow-up consultation 6. Background check7. Certification & facility placement8. Facility orientation with local ombudsman

VOP Orientation

1. Meeting with administrator, Local Ombudsman and certified Volunteer Ombudsman (VO)– Volunteer materials distributed– Point of contact is established– Expectations of all parties are outlined– Communication and information sharing practices

discussed

2. Tour of the facility3.Local Ombudsman shadowing

Ongoing VOP Certification

For new volunteers, certification is granted for one year

Volunteer will complete 10 hours of continuing education during their first year

Volunteer will regularly submit monthly reports and visit their facility a minimum of three hours per month

Volunteer will abide by all program practices

Ongoing VOP Certification

At the time of recertification, the volunteer will be evaluated by the program and the program evaluated by the volunteer

Recertification may be granted for a period of two years, with six hours of continuing education required each year