1. HOW NORC SUPPORTS YOUR WORK New State LTCO Orientation August 25, 2015

2. Agenda Overview of NORC Website Fundamental NORC Resources and How to Use Them Current and Future NORC Work Question and Answer Closing Resources, Upcoming Training

3. What is NORC? Funded by the Administration on Aging (three year grant) Operated by the Consumer Voice in cooperation with the National Association of States United for Aging and Disabilities (NASUAD) Provides support, technical assistance and training to state and local long-term care ombudsman (LTCO) programs Information, consultation and referral for LTCO and those that use LTCO services Training and resources for state and local LTCO programs Promote awareness of the role of LTCO Works to improve LTCO skills, knowledge, and effectiveness in both program management and LTCO advocacy

4. NORC WEBSITE Alia Murphy, Associate, LTCO Program & Policy

5. FUNDAMENTAL NORC RESOURCES AND HOW TO USE THEM Amity Overall-Laib, Manager, LTCO Program & Policy

6. Self-Evaluation & Continuous Quality Improvement Tool http://ltcombudsman.org/omb_support/pm/program-effectiveness http://ltcombudsman.org/omb_support/pm/program-effectiveness

7. Self-Evaluation and Continuous Quality Improvement Tool Mini-Tools, Instructional Briefs, and Webinar

8. NORC Compendium http://ltcombudsman.org/omb_support/training/norc-curriculum http://ltcombudsman.org/omb_support/training/norc-curriculum 5 Modules PDF version Online curriculum Technical Tips for Online Curriculum Initial certification training, pre-work before orientation

9. Are You a New Ombudsman? http://ltcombudsman.org/new-ombudsman http://ltcombudsman.org/new-ombudsman

10. LTCOP Management Highlights http://ltcombudsman.org/state_home/state_support/other-resources http://ltcombudsman.org/state_home/state_support/other-resources

11. NORC Webinars http://ltcombudsman.org/omb_support/training/trainings-and-conference-calls http://ltcombudsman.org/omb_support/training/trainings-and-conference-calls Host live viewing sites Encourage participation LTCO Training Certification Training Continuing Education Coaching

12. NORC Resources Technical Assistance Briefs http://ltcombudsman.org/issues/technical- assistance-briefs http://ltcombudsman.org/issues/technical- assistance-briefs Technical Assistance Guides Responding to Allegations of Abuse Best Practices Quick Reference Guides Systems Advocacy (SLTCO and LLTCO) Working with Individuals with Mental Health Conditions Ethical Guide for LTCO Ombudsman Outlook (quarterly e-newsletter) http://ltcombudsman.org/library/ombudsma n-outlook http://ltcombudsman.org/library/ombudsma n-outlook

13. NORS Training http://ltcombudsman.org/omb_support/training/nors http://ltcombudsman.org/omb_support/training/nors Four modules Three C’s: Case, Complaint, Consultation Coding Complaints Verification, Disposition, Closing Cases LTCO Activities Slides, quizzes, webinars Workgroup to Improve NORS Consistency (WINC) Q&A NORS Train the Trainer Session

14. CURRENT AND FUTURE NORC WORK Lori Smetanka, Director, NORC

15. QUESTIONS?

16. Reminders Evaluation (via email link) Let us know… In-Person Orientation Wednesday, November 4, 8:00- Noon (Arlington, VA)

17. The National Long-Term Care Ombudsman Resource Center (NORC) www.ltcombudsman.org The National Consumer Voice for Quality Long-Term Care (formerly NCCNHR) http://www.theconsumervoice.org/ This project was supported, in part, by grant number 90OM002, from the U.S. Administration for Community Living, Department of Health and Human Services, Washington, D.C. 20201. Grantees undertaking projects under government sponsorship are encouraged to express freely their findings and conclusions. Points of view or opinions do not, therefore, necessarily represent official Administration for Community Living policy.