1. Navigating the NORC website and Training Center
April 2019
Hi everyone,
Thank you for having me today. My name is Katie Kohler and I am the Program and Outreach Associate with the National Ombudsman Resource Center.
Today I will be walking you through the NORC website and our new Training Center.
I will be showing you how resources and information is organized on the website and where to go if you need help.

2. Polls
How often do you visit the NORC website? (Daily, Weekly, Monthly, Annually, Never)
How comfortable are you with navigating the NORC website? (Very comfortable, Somewhat comfortable, Not comfortable at all)
How often do you refer to a NORC resource to assist your work (e.g., webinar, Ombudsman Outlook, LTCOP Reference Guides, NORC Ombudsman Training Curriculum, etc.)? (Daily, Weekly, Monthly, Annually, Never)
Read results then…
Great, we are going to have another poll at the end of the webinar to see if your response has changed at all.

3. Consumer Voice Website vs. NORC website
Blue
Green
For family members, consumers, and advocates
Specifically for Ombudsman programs
Advocacy regarding long-term care issues and public policy
Provides information, resources, and technical assistance for Ombudsman programs
Ombudsman programs can use Consumer Voice materials for consumer education and advocacy and adapt them for you use.

4. Policy issues page.
Point out that there are buttons that say “Information for Consumers” and one that says “Information for Family Members”
Consumer Voice Policy Issues:

5. Improvements to the NORC Website
Making it clear what resources are from NORC and what resources are from LTCOPs or others (support > training)
Reduced the number of sub-pages (support > pm)
Archived resources that are out of date (support > pm > p&p)
Making sure that every page of the website is in the navigation (about > about NORC)
Added information for consumers section (issues > abuse)
When in doubt, if you can’t find something visit the site map
Recently, NORC has been working to simplify the website. We are minimizing the amount of content by archiving older materials and recognizing the newer materials.
Our goal is to make it easy to find resources and information on every topic. Our goal is also to make it clear what resources come from NORC and what resources are examples from other states.
Examples:
Making it clear what resources are from NORC and what resources are from states – SHOW SUPPORT > TRAINING > TRAINING MATERIALS CRETED by NORC and TRAINING MATERIALS CREATED by OMBUDSMAN PROGRAMS
Reduced the number of sub-pages – SHOW SUPPORT > PROGRAM MANAAGMENET
Archived resources that are out of date. – SHOW SUPPORT > PROGRAM MANAGEMENT > POLICIES AND PROCEDURES
Making sure that every page of the website is in the navigation – SHOW ABOUT > ABOUT NORC > STATE STAFF
Added information for consumers section – SHOW ISSUES > ABUSE
Added a site map – SHOW ABOUT > NORC > SITE MAP

6. NORC Homepage: https://ltcombudsman.org/
News and Press
Articles that quote or feature Ombudsman programs.
Resource Center Updates
Best place to look for new or updated resources.
TRANSITION: Now I am going to walk through the website and show you where some of the most frequently visited pages are located.
Homepage:
The homepage is where you will find the most recent information.
All new articles that the Ombudsman program are either featured in or quoted in are located under “News and Press”
All new resources from NORC are under “Resource Center Updates”
NORC Homepage:

7. Homepage
Get Help
Toward the middle of the page if you click “Visit our map” we have a map of the country that links to a page for each states LTCOP contact information.
If you notice an error or if your information needs to be updated, please me at
Read the bullets and then show them the map.

8. Map page: https://theconsumervoice.org/get_help

10. Key NORC Resources: https://ltcombudsman.org/key-norc-resources
Access this page by clicking the button at the bottom of the homepage.
This page serves as a shortcut to access key NORC resources quickly.
To access additional resources and information about the topic areas below visit the individual issue pages or specific program management main pages.
You can access this page by clicking the button at the bottom of the homepage.
This page serves as a shortcut to access key NORC resources quickly.
To access additional resources and information about the topic areas below visit the individual issue pages or specific program management main pages.
Key NORC Resources:

11. Join Our List
Fill out the form on the website by clicking this button on the homepage to receive the quarterly Ombudsman Outlook, monthly NORC Notes, training opportunities, and information from NORC!
Next to “Key NORC Resources” is a button to sign up to receive s from NORC.
If you click on this button, which is located on the homepage, and fill out the form, you will be signed up to receive the quarterly Ombudsman Outlook, monthly NORC Notes, training opportunities, and additional information from NORC.
List:

12. TRANSITION - Now I am going to go across these tabs and highlight some pages that I think will be most important to you.
First, is the new ombudsman page.
If a staff member or a volunteer is a new ombudsman, this is a good page to refer them to, to give them a history of the program and to better understand the network.
Are you new to the Ombudsman Program?

13. NORC Issue Pages https://ltcombudsman.org/issues
The issue pages are organized alphabetically.
All resources related to that issue are located on that page.
NORC Issue Pages

14. Library Federal Laws and Regulations Government Reports LTCOP Research
Older Americans Act
Nursing Home Regulations
HCBS Final Regulations
LTCOP Final Rule
Government Reports
LTCOP Research
Ombudsman Outlook
Archived issues
Resource Center Updates
Same updates as the homepage
Resources and Reference Documents
The Library has several topics and we are going to make our way down this list.
The most important thing to highlight in the Library is the tab Federal Laws and Regulations
This page houses sub-pages to information regarding:
Federal Laws and Regulations
Older Americans Act
Nursing Home Regulations
HCBS Final Regulations
LTCOP Final Rule
Government Reports – organized by state and federal
LTCOP Research
Ombudsman Outlook - designed to provide resources, tips and news about ombudsman programs and practices. Each issue contains news from the network, technical assistance on a hot topic that has come into NORC over the previous quarter; tips on ombudsman practice or skills; and a featured
Archived issues
Resource Center Updates
Same updates as the homepage
Resources and Reference Documents – organized by topic

15. Support: http://ltcombudsman.org/omb_support
TRANSISTION - Next we are going to go through the Support tabs
(DON’T NEED TO READ THESE)
NORC Conference Calls and Webinars
NORC Notes
NORS
Program Management
Program Promotion
Systems Advocacy
Technical Assistance FAQ
Training
Volunteer Management
Support:

16. NORC Conference Calls and Webinars
All webinars are archived.
Organized by year.
Search the landing page for the webinar you are looking for then click on the year.

17. NORC Notes
Monthly reminder of resources on the NORC website and tips for how your program can use them.
All NORC Notes are archived here and are organized by year.

18. NORS Sub-pages Instructions for completing the NORS form
Complaint Codes
NORS Data
NORS FAQs
NORS Training
All information related to the National Ombudsman Reporting System is located here, such as:
Instructions for completing the NORS form
Complaint Codes
NORS Data
NORS FAQs
NORS Training

19. Program Management Collaborating/Working with Other Agencies Ethics
Two Toolkits:
Legal Assistance Developers
Protection and Advocacy Agencies
Ethics
Ombudsman Program Funding
Ombudsman Program Structure and Management
Policies and Procedures
Program Effectiveness and Quality Assurance
Program Management NORC Resources

20. Program Promotion Examples from other states: Social Media Videos
Annual Reports
Brochures, Posters, and Newsletters
Media Outreach
Video – you aren’t able to hear videos over my screen so you should go back and listen to this video but it is an excellent video to share with families or use in trainings to explain what an Ombudsman is.
The video is also located on our homepage and at the end of the video it directs people to our map page so they can find your contact information.

21. Program Promotion Infographic
One thing I wanted to highlight on the program promotion landing page is this promotional infographic.
You are able to print it out and share with families or residents or use it in trainings. It uses NORS data to explain the work the Ombudsman program does.

22. Ombudsman Program Examples
This page provides an index of long-term care Ombudsman program materials and is organized by category.
TRANSITION - Next we have Ombudsman program examples
This page provides an index of LTCOP program materials and is organized by category.
The categories are mostly issue-based.

23. Technical Assistance FAQs
Questions we receive often.
Answer expands when you click on the question.
Organized by topic:
Abuse, Neglect, and Exploitation
Conflict of Interest
Consent
Guardianship
Transfer/Discharge
Transfer/Discharge Notices

24. Training Training Materials Created by NORC
Webinars, Prezis, and handouts that can be used in trainings.
Organized by Topic
Abuse, Neglect, and Exploitation
Advocacy
Assisted Living/Board and Care Homes
Communication
Culture Change
Long-Term Care Ombudsman Program
TRANSITION - Next we have training and these pages have recently been revised.
Now our training materials are divided into two different pages:
- One page for TRAINING MATERIALS PRODUCED BY NORC and
- The next page TRAINING MATERIALS PRODUCED BY OMBUDSMAN PROGRAMS
Both are organized by topic

25. Training Training Materials Created by Ombudsman Programs
Programs sent these materials to us.
Organized by topic:
Abuse and Neglect
Advocacy
Assisted Living/Board and Care/Personal Care Homes
Care Issues
Communication
Conflict
Diversity Awareness
Long-Term Care Ombudsman Program
Mental Heath
Ombudsmen in Home Care
Residents’ Rights

26. Training We also have documents related to Ombudsman Program training.
Information about adult learning techniques will be added to this page in the near future.

27. Training: NORC Curriculum
5 Online Modules about the Ombudsman Program
History and Role of the Long-Term Care Ombudsman Program
The Aging Process
Residents’ Rights
The Problem Solving Process – Investigation
The Problem Solving Process – Resolution
Every State Ombudsman has links to each module to view who has taken the quiz and their answers.
These modules are a good starting point for new ombudsmen to learn about the program and test their knowledge. The NORC Curriculum content will be updated in the next few years.

28. Volunteer Management
Volunteers are the backbone of many Long-term Care Ombudsman Programs. With the help of volunteers, the Ombudsman program can have a regular presence in facilities and stay in touch with residents.
These pages include resources on recruitment, training, retention, and recognition of volunteers; materials from webinars hosted by the NORC; and volunteer management examples from Ombudsman programs around the country.
TRANSITION – Finally, we are going to look at the Volunteer Management pages
These pages have information for program representatives that want to start or refresh their volunteer programs.
At the top of each page there is the Ombudsman Compendium chapter that correlates with the page..
See on the Getting started page the chapter on recruitment is here.
The Getting Started page has information on:
Recruitment
Hiring
The Program Management page has:
Resources and presentation produced by NORC
Volunteer ombudsman program management forms
The Volunteer Training page:
Has the compendium chapter at the top
And examples of training materials from other states
Volunteer Recognition and Retention
Another chapter at the top and
Examples from other states doing volunteer recognition
Volunteer Management Conference Calls/Webinars
All webinars specially related to volunteer management

29. Poll
Considering what we just reviewed, how comfortable are you now with navigating the NORC website? (Very comfortable, Somewhat comfortable, Not comfortable at all)

30. Questions?

31. New Training Center!
The site currently has courses Ombudsman programs can use for continuing education and consumer education.
In the future this site will house a revised NORS training course and an updated NORC Curriculum course.
New users need to create a new account and then “enroll” in a course.
Go to
Then click the login button and it will prompt you to create a new account.
Welcome to the Consumer Voice and NORC Training Center!
I am going to provide step-by-step instructions for enrolling and navigating an online course.
You can find the Consumer Voice and NORC Training Center at This screen is the Training Center home screen.
When you scroll down…..you will find PDF Instructions for creating an account and enrolling in a course.
At the bottom of the home screen you can find a list of all available courses.

32. Courses
Courses are divided into Consumer Voice courses and NORC courses.
Consumer Voice courses
Federal regulations, policies, and advocacy strategies
NORC courses
Ombudsman program practices and advocacy
Once you pick a course will “enroll” yourself and begin reading the material.
After each course there is a quiz with short answer questions.
There are currently six courses available but more courses will be added over time.

33. Courses Consumer Voice Courses NORC Courses
There are currently four Consumer Voice Courses
Abuse, Neglect & Exploitation - for Consumers, Family and Advocates
Advocacy Toolkit: How to Create and Deliver Advocacy Messages
Nursing Home Transitions
Revised Federal Nursing Home Regulations
NORC Courses
If you are interested in continuing education click NORC Courses > Continuing Education.
The two continuing education courses available now are
Abuse, Neglect, and Exploitation
Volunteer Management.

35. Enrolling in a Course
Once you have created an account login and click “My Courses” in the upper right hand corner.
On the next screen, you will see blocks of courses you are enrolled in. If this is your first time using the training center then it will say “You are currently not enrolled in any courses. Courses you are enrolled in will be shown here.”
You must create an account you must be logged in in order to enroll in courses.
After you submit this information Moodlerooms will send you a confirmation . To complete your registration find that in your inbox and confirm your account.
You will then be taken back to the Training Center home screen. In the upper right-hand corner, click “My Courses.”
On the next screen, you will see blocks of courses you are enrolled in. If this is your first time using the training center then it will say “You are currently not enrolled in any courses. Courses you are enrolled in will be shown here.” – If this is what you see, click “Browse all courses.”

36. Enrolling in a Course
On the next page you will have the option to enroll in either Consumer Voice courses or NORC courses.
Consumer Voice courses will focus on understanding federal regulations and policies and advocacy strategies.
NORC courses will focus on Ombudsman program practices and advocacy.

37. Enrolling in a Course
Select the course and click “Enroll me” at the bottom of the screen.
You will then be enrolled in the course, and you can navigate through the sections by reading each page and then clicking “NEXT SECTION” at the bottom of each page.

38. Courses
Once you are in the course a green clock will tell you how long each section should take.
Once you read the materials and watch the video, you can download the slides by clicking the PDF block and view additional handouts by clicking on “Read more.”

39. Quizzes
Once you are finished reviewing the materials, you can click on “Review Quiz” and you will be taken to this page. Click “Attempt quiz now.”
Once you have completed answering each question, click “Next page.”
Click “Submit all and finish” on this page and then click “Finish review” on the next page.

40. Saving Your Quiz as a PDF
Once you have completed the quiz you will be able save your responses as a PDF and then them to whomever you would like.
If you’re using Google Chrome, save your answers as a PDF by clicking the three dots in the upper right corner, then click Print. Click on the button “Change” under “Destination.” A dialogue box like this will appear.
Click “Save as PDF” then “Save.”
A box will appear asking you where you would like to save the document. Save it to your computer and then you can your results as a PDF attachment.
You will then be taken to a page that has all of your answers. You can either print out your answers or you can save your answers as a PDF and them to whomever will review your results.

41. Navigating Back to My Courses
To navigate back to your courses click “My Courses” in the upper right hand corner.
To enroll in other courses, click “Browse all courses” from this screen and follow these steps again.

43. Questions?

44. Upcoming NORC EVENTS & projects

45. Revised National Ombudsman Reporting System(NORS) Training Five Part Webinar Series
Part III: Closing the Case – Verification, Referral, and Disposition April 30, :00 – 4:30 ET
Part IV: Activities May 29, :00 – 4:30 ET
Register:
The purpose of this webinar series is to introduce the new training materials to help programs prepare for the transition to new codes, definitions, and activities on October 1, The first webinar introduced the revised new NORS data collection and the following four webinars cover each part of the revised four-part training.
Participants only need to register once to attend all five webinars.
To review past webinars from this series visit the NORC Conference Calls/Webinars page on the website.

46. Trauma Informed Care Webinar Save the date: Monday, June 10 at 3:00pm – 4:30pm ET
 Phase 3 of the regulations goes into effect in November of this year.
Trauma informed care (TIC) is included in that revision.
NORC will be holding a webinar on this topic this year.
As many of you know, Phase 3 of the regulations goes into effect in November of this year. Trauma informed care (TIC) is included in that revision so NORC will be holding a webinar on this topic this year.

47. Ombudsman App
NORC created a new app for Ombudsman program representatives to access key information while working in the field.
We are currently testing the app and it will be ready this year.

48. The National Long-Term Care Ombudsman Resource Center (NORC)
Connect with us:
The National LTC Ombudsman Resource Center
@LTCombudcenter
This project was supported, in part, by grant number 90OMRC , from the U.S. Administration for Community Living, Department of Health and Human Services, Washington, D.C 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.