Ombudsman Volunteer Representative (VOR) - East Tennessee

This role serves the following counties in the Eastern region of Tennessee: Anderson, Blount, Campbell, Claibourne, Cocke, Grainger, Hamblen, Jefferson, Knox, Loudon, Monroe, Morgan, Roane, Scott, Sevier, & Union

Title: Volunteer Ombudsman Representative (VOR)

Objectives: To enhance the quality of life of long-term care residents by serving as an advocate for residents and working with the District Ombudsman to resolve resident complaints.

Roles: Most VORs are assigned to visit designated facilities on a regular basis. A few VORs may have specific assignments within the program, which do not include regular facility visitation.

Duties: Visits to residents in long-term care facilities are the focal point of activity for most VORs. In accordance with Ombudsman program policies, VORs will report resident needs and concerns to the District Ombudsman and to the facility administrator or staff. Some VORs may take a more active role in their assigned facilities by investigating specific allegations, negotiating settlements within the facility, or requesting outside assistance in consultation with the District Ombudsman. VORs can also accept specific assignments from the District Ombudsman, which may not require facility visitation, to include office work, fund raising, public relations, and other projects.

Duties include, but are not limited to, the tasks listed below:

• Assist residents to communicate problems and complaints.
• Visit designated long-term care facilities regularly to establish rapport with residents, families, and staff.
• Interact with residents, families, and staff to increase their knowledge and understanding of resident rights and the ombudsman program’s role and function.
• In consultation with the District Ombudsman, investigate and seek to resolve problems and complaints brought by residents.
• Identify and report to the District Ombudsman any issue(s) that may affect the health, safety, welfare, and rights of residents.
• Provide follow-up or other tasks as requested by the District Ombudsman.
• Maintain and submit to the Ombudsman program office up-to-date records of all visits, identified problems, and actions taken, via program database or program provided forms.

Qualifications:

• Good communication skills including listening, spoken, and written communication.
• Patience and persistence – being able to stay with a problem until it is explained and/or resolved.
• Tact and diplomacy in working with residents, families, and staff.
• Positive attitude and approach to building trust with residents, families, staff, and others.
• Respect for a resident’s right to self-determination; being able to avoid imposing one’s own values when assisting residents.
• Ability to understand and maintain confidentiality.
• Attitude of fairness and a willingness to hear all sides and be objective when analyzing situations.
• Ability to work independently within program guidelines and a willingness to accept and utilize supervision.
• Reliability, remembering that residents rely on ombudsman contact.

Training: Training is proved and includes the following components:

• Thirty-six (36) hours of initial certification training consisting of classroom, self-study, and field training; including introductory visits to designated facilities with the District Ombudsman.
• Ongoing continuing education, training, and support will be available.