Volunteer Long-Term Care Ombudsman FAQs

Volunteers collaborate with a local area ombudsman to match their interests and expertise to the needs of residents and/or the program. The following volunteer experiences are currently available:

• Observation of conditions and care in nursing homes or assisted living facilities.
• Providing resident rights education to residents and resident councils.
• Advocating for changes to improve residents’ quality of life and care.
• Educating and informing consumers and the community about the Ombudsman program.
• Supporting the development of resident and family councils.
• Providing program services (clerical, marketing, technological, research, etc.)
• Internship and practicum opportunities for students in relevant college programs.

Both volunteer and staff ombudsmen visit facilities, observe conditions, provide resident rights education, and support resident and family councils, and receive official certification and training from the Indiana State Long-Term Care Ombudsman Program.

Staff ombudsmen, however, have greater time and continuing training requirements. Most of our staff ombudsmen are working full-time for the program and attend bi-weekly virtual meetings and annual in-person training. They also have some responsibilities we do not require of volunteers, like complaint investigation and resolution and the attendance of involuntary discharge appeal hearings.

Certified volunteer ombudsmen have a greater degree of flexibility both in terms of the ways they choose to serve the program and when and how often they do their visits or other work.

We encourage adult volunteers of all educational and cultural backgrounds to participate in our program. No specific knowledge, experience, or education are required to volunteer for the program. Training, ongoing supervision and support are provided by the local ombudsman program. You would be surprised how your unique background can bring particular gifts to our program and your experience with us!

We are seeking volunteers with the following character traits:

• Compassionate and respectful (particularly of older and/or disabled adults).
• Able to work with people with various backgrounds, beliefs, and lifestyles.
• Have good communication skills.
• Maintain objectivity and professional work relationships.

Although there are no background requirements to volunteer, the following requirements must be met to qualify for our program:

• Must be 18-years or older.
• Must have access to reliable transportation and willing to travel locally.
• Required to have a background check completed. Results will be considered on a case-by-case basis.
• Must meet conflict of interest requirements. See the next section for more information

Conflicts of interest are situations in which a person or an organization is involved in multiple interests and serving one interest could work against the other. The following are conflict of interest examples:

• an attorney representing an individual who is suing a company in which the attorney has investments;
• a doctor’s relationship with a drug company that influences what medication is prescribed; or
• hiring a relative who is not qualified for the job.

An actual conflict of interest or even the appearance of a conflict of interest can seriously impact the effectiveness and credibility of the program. Long-Term Care Ombudsman Program Rule § 1324.21 explicitly describes the Division of Aging and State Ombudsman requirements for identification and removing or remedying all actual or potential conflicts of interest within the Ombudsman Program, Local Entities, and the placement of the Office.

The Ombudsman Program is required to identify actual or potential conflicts of interest for the State Ombudsman, staff and volunteer ombudsmen, and members of their immediate family.  All volunteer ombudsmen are required to immediately report actual or potential conflicts of interest to their local ombudsman. Local ombudsmen are required to notify the State Office of either volunteer or local ombudsman actual or potential conflicts immediately.  The State Ombudsman makes the final determination on whether there is a conflict of interest and whether the remedy is approved.

The Ombudsman Program is required to identify actual or potential conflicts of interest for the State Ombudsman, staff and volunteer ombudsmen, and members of their immediate family.  All volunteer ombudsmen are required to immediately report actual or potential conflicts of interest to their local ombudsman. Local ombudsmen are required to notify the State Office of either volunteer or local ombudsman actual or potential conflicts immediately.  The State Ombudsman makes the final determination on whether there is a conflict of interest and whether the remedy is approved.

As specified in § 1324.21 (c) of the Long-Term Care Ombudsman Program Rule and the Older Americans Act, individual conflicts of interest include but are not limited to:

1. Direct involvement of licensing or certification of a long-term care facility.
2. Ownership, operational, or investment interest (represented by equity, debt, or other financial relationship) in an existing or proposed long-term care facility.
3. Employment of an individual by, or participation in the management of a long-term care facility in the service area or by the owner or operator of any long-term care facility in the service area.
4. Receipt of, or right to receive, directly or indirectly, remuneration (in cash or in kind) under a compensation arrangement with an owner or operator of a long-term care facility.
5. Accepting gifts or gratuities of significant value from a long-term care facility or its management, a resident, or a resident representative of a long-term care facility in which the Ombudsman or representative of the Office provides services (except where there is a personal relationship with a resident, or resident representative which is separate from the individual’s role as Ombudsman or representative of the Office).
6. Accepting money or any other consideration from anyone other than the Office, or an entity approved by the Ombudsman, for the performance of an act in the regular course of duties without the State Ombudsman approval.
7. Serving as guardian, conservator or in another fiduciary or surrogate decision-making capacity for a resident of a long-term care facility in which an Ombudsman provides services.
8. Serving residents of a facility in which an immediate family member resides.

After a conflict is identified, it is required to be removed or remedied. Once identified, it is the responsibility of the State Office to make a final determination as to whether a conflict exists, not the determination of the individual with the potential conflict.

Some conflicts of interest are not able to be removed or remedied and, in these situations, the individual cannot be a certified ombudsman.  For example, individuals cannot own or work for a facility or be involved with licensing or certifying long-term care facilities and be an ombudsman.  Final determination is the responsibility of the State Ombudsman.

The application and approval process, which can take 4-6 weeks, has multiple steps to ensure volunteers are a right fit.

1. Volunteer applicant sends in completed application to the program that includes with the names of three references and a signed background check authorization form.
2. Application materials are reviewed by a local or state ombudsman.
3. Volunteer applicant is interviewed by a local or state ombudsman.
4. Volunteer applicant’s background and reference checks are processed.
5. Application materials are given a second review by Indiana Long-Term Care Ombudsman state office staff.

Applying does not automatically make anyone a volunteer. Applicants will receive an invitation to begin training upon approval of the Long-Term Care Ombudsman Program.