Helping Families Become Positive Partners The Overlooked Party: Helping Families Become Positive Partners Role of the Ombudsman Joani Latimer State Long-Term Care Ombudsman Va. Department for Aging and Rehabilitative Services The National Consumer Voice For Quality Long-Term Care Annual Conference October 22, 2018

A Natural Partnership SHARED MISSION To advocate for quality care, quality of life for long-term care residents COMMON INTERESTS/GOALS RESOLVE RESIDENT PROBLEMS IMPROVE QUALITY OF CARE SUPPORT RESIDENTS’ RIGHTS PROMOTE POSITIVE CHANGE

FEDERAL POLICY MAKERS FORESAW CRITICAL PARTNERSHIP …. And therefore, MANDATE Older Americans Act State LTC Ombudsman Program Functions: Provide technical support for the development of resident and family councils to protect the well-being and rights of residents. .

Federal regulations: 45 CFR 1324.13 Functions & responsibilities of the State Ombudsman: Coordinate with & promote the development of citizen organizations consistent with the interests of residents; and promote, provide technical support for the development of, and provide ongoing support as requested by resident and family councils to protect the well-being and rights of residents.

Local representatives (CFR) Federal Rules for the LTC Ombudsman Program 1324.19(a)(6) Promote, provide technical support for the development of, and provide ongoing support as requested by resident and family councils.

CONSISTENT – across roles Role of the Ombudsman CONSISTENT – across roles FIRST EMPOWER Inform Enable Facilitate Support

Challenge: So MANY HATS Identify, investigate and resolve complaints made by or on behalf of residents Provide information to residents about long-term care services Provide technical support for the development of resident and family councils Advocate for changes to improve residents’ quality of life and care Represent resident interests before governmental agencies Seek legal, administrative and other remedies to protect residents Ensure residents have regular and timely access to the LTCOP

Challenge: Maintain CONSISTENCY with LTCOP PRINCIPLES Confidential Resolution-oriented Resident-directed Collaborative while staying on course

VOICE - INSIGHTS - PERSPECTIVES - RESOURCES Natural Allies PRACTICALLY SPEAKING – Ombudsmen & families are thrown together ALL THE TIME often battling the same issues, seeking similar outcomes frequently can strengthen & reinforce each other’s efforts  Each brings unique VOICE - INSIGHTS - PERSPECTIVES - RESOURCES  

Family members are key resource Family members are IMPORTANT to ombudsman work Decision-makers & legitimate spokespersons e.g. guardians, POA’s, Agents under adv. directives Sources of key INFO - Have critical info & insights important to resolving issues Effective and important VOICES for resident concerns in general True STAKEHOLDERS  

Ombudsmen can contribute as… Catalysts Educators Interpreters Facilitators Coaches Cheerleaders

Mediators Strategic partners Connectors

And some stories…

Where from here?

Working together… Protecting Rights Promoting Quality Preserving Dignity

One thing for sure If you want to go fast, go alone… If you want to go FAR, go together.

Contact Information Joani Latimer State Long-Term Care Ombudsman Va. Dept. for Aging and Rehabilitative Services 8004 Franklin Farms Drive Richmond, VA 23229 Statewide Toll-free: 1-800-552-3402 (804) 565-1600 www.ElderRightsVa.org

The Overlooked Party: Helping Families Become Positive Partners Consumer Voice Annual Conference October 22, 2018 Alisha Lineswala, J.D. Public Policy & Program Specialist

Who is Consumer Voice? What do we do? The Consumer Voice is the leading national voice representing consumers in issues related to long-term care, helping to ensure that consumers are empowered to advocate for themselves. We are a primary source of information and tools for consumers, families, caregivers, advocates and ombudsmen to help ensure quality care for the individual. To carry out our mission, we empower and educate consumers and families with the knowledge and tools they need to advocate for themselves.

Fact Sheets Selection Residents’ Rights Family Council Development and Rights Getting Quality Care Visit: http://theconsumervoice.org/issues/family/fact-sheets http://theconsumervoice.org/issues/family/family-council-center

Frances Lane Memorial Family Council Fund of the Edward H Frances Lane Memorial Family Council Fund of the Edward H. Lane Foundation

Contact Information Alisha Lineswala, J.D. Public Policy & Program Specialist National Consumer Voice for Quality Long-Term Care Email: alineswala@theconsumervoice.org Phone: (202) 332-2275 ext. 204

The National Consumer Voice for Quality Long-Term Care www.theconsumervoice.org Connect with us: National Consumer Voice for Quality Long-Term Care @ConsumerVoices

The Overlooked Party: Helping Families Become Positive Partners Questions and Answers We covered a lot today! Do you have any questions? (Possible questions if needed) What were some words that came to mind when you think of family members? Do you have any preconception or assumptions about family members or do you as family members have any preconceptions or assumptions about SNF staff? Do you have Family Councils in your community? Any perceptions about family councils; advantages; disadvantages? Retaliation: looking at the short questionnaire: how would you answer these yes/ no questions? READ QUESTIONS: What do you think you can do to diminish or help overcome this fear? Do you have any personal examples of advantages of having involved family members? Any Disadvantages? In your packet you will find a copy of the Long Term Care Ombudsman Guide to developing and supporting Family Councils and list of helpful state and website resources for family members. Thank you so much for your willingness to share with us today! We appreciate you and all that you do in making a difference in the lives of those you serve.