1. Who’s Who and When to Call
Alia Murphy, Associate, Long-Term Care Ombudsman Program and Policy, NORC

2. State and Local Ombudsmen
NASOP: National Association of State Long-Term Care Ombudsman Programs
NALLTCO: National Association of Local Long-Term Care Ombudsmen

3. Role of Consumer Voice and NORC
Consumer Voice (CV)
NORC
Advocacy
LTC issues, including supporting the LTCOP
OAA Reauthorization
Lobbying for/against bills
Work with NASOP, NALLTCO
Legislative positions and action
Action Network
Action Alerts
Membership
Group- voting members
Individuals
Resource Center
Training
Resources
Clearinghouse
Supports LTCOP
NASOP
NALLTCO
Individual LTCO
Information, not advocacy
Information regarding policy, regulations and requirements

4. How NORC Supports YOU … Training Technical Assistance Summary Sheets
New SLTCO Orientation
Annual SLTCO Training (usually in April)
Speaker’s Bureau/State or Local Program Training (in-person, webinar, conference call, Skype)
Topical webinars/conference calls
Technical Assistance
requests to Alia:
TA examples: volunteer management, program policies and procedures, best practices, regulations and requirements
Summary Sheets
10+ years of SLTCO responses in 15 categories (e.g. Advocacy, Enforcement, Licensing and Certification, Nursing Homes, Program Management, Resident Care)
Support
NASOP and NALLTCO
Resources
Clearinghouse
The Gazette
Ombudsman Outlook
Under this current grant year, we have also developed and sent out our first e-newsletter specifically for state and local ombudsman called the Ombudsman Outlook. This is a quarterly newsletter that includes information on new resources for ombudsmen, news from the ombudsman network, a section on volunteer management, a technical assistance hot topic and quick tips relating to ombudsmen work. We hope you enjoyed the first edition of the newsletter that was sent out this past September. If you did not receive it, and would like to be added to our list for the next edition, please feel free to contact me directly at We also archive past ombudsman outlooks on the NORC website.

5. NORC Website www.ltcombudsman.org

13. The Gazette Weekly e-newsletter
Joint publication of Consumer Voice (CV) and NORC
Distributed to LTCO network and CV members
Public policy updates
Notification of training opportunities
News and hot topics regarding LTC (NHs, ALFs and HCBS) and aging
Highlights LTC resources

14. Consumer Voice Care Matters: Unlocking the Door to Quality
Annual Meeting and Conference
Residents’ Rights Month (October)
November 15-18, 2014 (Arlington, VA)
Care Matters: Unlocking the Door to Quality
October
Residents’ Rights Month Packet
Resident’s Voice Challenge
Residents’ Rights Month Products, News and Events (highlight YOUR program’s activities)

15. Consumer Voice Website www.theconsumervoice.org

16. Website and Resources
Please share your success stories, challenges, state and local newsletters, materials and resources
Looking for something? We can help!

17. The National Long-Term Care Ombudsman Resource Center (NORC)
The National Consumer Voice for Quality Long-Term Care
(formerly NCCNHR)
This presentation was supported, in part, by a grant from the Administration on Aging, Administration for Community Living, U.S. Department of Health and
Human Services.