1. Ombudsman Services of Northern California Serving the Counties of Lassen, Modoc, Nevada, Placer, Sacramento, Shasta, Sierra, Siskiyou, Solano, Sutter, Trinity, Yolo and Yuba.

2. Authorization & Funding The Ombudsman program is authorized & funded through the Federal Older Americans Act and the Older Californians Act. It is administered by the Administration on Aging and The California Department of Aging (CDA). Within the CDA, the Office of the State Long-Term Care Ombudsman provides policy direction and oversight. The Ombudsman program is authorized & funded through the Federal Older Americans Act and the Older Californians Act. It is administered by the Administration on Aging and The California Department of Aging (CDA). Within the CDA, the Office of the State Long-Term Care Ombudsman provides policy direction and oversight.

3. Resident’s Rights The Ombudsman program is mandated to identify, investigate and resolve complaints made by or on behalf of residents in long-term care facilities. The Ombudsman program is mandated to identify, investigate and resolve complaints made by or on behalf of residents in long-term care facilities. Ombudsman representatives promote and protect the rights and the quality of life for long-term care residents, maintain a presence in long- term care facilities; identify and receive complaints; respond to the 24 hour Crisis-line; and, by working with state and local agencies seek improvements in long-term care practices, laws, regulations and policies. Ombudsman representatives promote and protect the rights and the quality of life for long-term care residents, maintain a presence in long- term care facilities; identify and receive complaints; respond to the 24 hour Crisis-line; and, by working with state and local agencies seek improvements in long-term care practices, laws, regulations and policies.

4. Resident’s Common Issues Loneliness, the need for someone to talk with Loneliness, the need for someone to talk with Boredom: not enough social or personal activities Boredom: not enough social or personal activities Problem with roommate(s) Problem with roommate(s) Lack of privacy Lack of privacy Poor food service or quality Poor food service or quality Inability to get services, care Inability to get services, care Inability to live independently coupled with a desire on resident’s part to leave facility Inability to live independently coupled with a desire on resident’s part to leave facility Misuse of personal funds and personal possessions Misuse of personal funds and personal possessions Limited opportunities to go outside the facility for community activities Limited opportunities to go outside the facility for community activities Physical and mental abuse Physical and mental abuse

5. Witnessing Ombudsmen are mandated under State law to serve as witnesses for the execution of Advance Health Care Directives (AHCD) and Transfers of Property in long- term care health facilities. The purpose of the Ombudsman witness is two-fold: Ombudsmen are mandated under State law to serve as witnesses for the execution of Advance Health Care Directives (AHCD) and Transfers of Property in long- term care health facilities. The purpose of the Ombudsman witness is two-fold: To be assured that the resident has the capacity to understand the contents of the document; To be assured that the resident has the capacity to understand the contents of the document; To be assured that the resident is signing the document willingly and voluntarily. To be assured that the resident is signing the document willingly and voluntarily.

6. OSNC offers In-Service Trainings To Facilities, Agencies and Community Groups To Facilities, Agencies and Community Groups Topics Include: Topics Include: Abuse Identification and Reporting, W&I 15630 Abuse Identification and Reporting, W&I 15630 Resident’s Rights Resident’s Rights Resident Councils Resident Councils Family Councils Family Councils Restraint Reduction Restraint Reduction Advance Health Care Directives Advance Health Care Directives

7. What a Long Term Care Ombudsman does Mandated, under federal and state law, to identify, investigate and resolve complaints made by or on behalf of residents in Skilled Nursing Facilities, Transitional Care Units, Assisted Living facilities and Adult Residential Care Facilities Mandated, under federal and state law, to identify, investigate and resolve complaints made by or on behalf of residents in Skilled Nursing Facilities, Transitional Care Units, Assisted Living facilities and Adult Residential Care Facilities Monitors assigned facilities on a regular basis, spending a minimum of 20 hours each month working on behalf of residents Monitors assigned facilities on a regular basis, spending a minimum of 20 hours each month working on behalf of residents Strives to get to know the residents and staff Strives to get to know the residents and staff Consults with residents and assists residents in getting resolution to their questions or concerns Consults with residents and assists residents in getting resolution to their questions or concerns Attends monthly regional meetings Attends monthly regional meetings Documents case investigations, monitor visits and activities Documents case investigations, monitor visits and activities

8. Performance Measures During FY 07-08 OSNC During FY 07-08 OSNC Investigated 674 alleged abuse complaints Investigated 674 alleged abuse complaints Resolved 3,713 non-abuse complaints with a resident satisfaction rate of 95%. Resolved 3,713 non-abuse complaints with a resident satisfaction rate of 95%. Made 8,100 facility monitor visits Made 8,100 facility monitor visits Provided monitor visits to more than 28,137 residents residing in 1,578 facilities. Provided monitor visits to more than 28,137 residents residing in 1,578 facilities.

9. Confidentiality Ombudsman investigative records are privileged and confidential under state and federal law. This law was upheld in OSNC v. Superior Court, No. C054737 (3 rd Dist Court of Appeal September 5, 2007) Ombudsman investigative records are privileged and confidential under state and federal law. This law was upheld in OSNC v. Superior Court, No. C054737 (3 rd Dist Court of Appeal September 5, 2007) “Preservation of the confidentiality of OSNC records in individual cases is absolutely critical to OSNC’s ability to fulfill its overarching mission to protect the rights of those vulnerable patients who live in long term care facilities.” Joan Parks, OSNC Program Manager “Preservation of the confidentiality of OSNC records in individual cases is absolutely critical to OSNC’s ability to fulfill its overarching mission to protect the rights of those vulnerable patients who live in long term care facilities.” Joan Parks, OSNC Program Manager

10. Questions? Ombudsman Services of Northern California 3950 Industrial Blvd. Suite 500 West Sacramento, CA. 95691 916-376-8910 Fax 916-376-8914 www.osnc.net