1. 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

2. 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

3. 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. .

4. 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.

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

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

7. 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

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

9. 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

10. 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

11. Ombudsmen can contribute as…
Catalysts
Educators
Interpreters
Facilitators
Coaches
Cheerleaders

12. Mediators
Strategic partners
Connectors

13. And some stories…

14. Where from here?

15. Working together… Protecting Rights Promoting Quality
Preserving Dignity

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

17. 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:
(804)

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

19. 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.

21. Fact Sheets Selection Residents’ Rights
Family Council Development and Rights
Getting Quality Care
Visit:

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

23. Contact Information
Alisha Lineswala, J.D. Public Policy & Program Specialist National Consumer Voice for Quality Long-Term Care Phone: (202) ext. 204

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

25. 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.