1 Getting the Most Value from LTCO Volunteer RepresentativesCreating and maintaining a vibrant, active, and effective volunteer component Challenges and successes of volunteer management November 3, 2016

2 Volunteer Recruitment and TrainingMary Ann Parker, Esq., Attorney Genesis Cachedon, Volunteer Specialist D.C. Long-Term Care Ombudsman Program

3 Volunteer Recruitment and TrainingBrief History The District of Columbia Long-Term Care Ombudsman Program (DCLTCOP) was established in 1975 to protect the rights of Long-Term Care residents. Approximately 5,000 residents live in licensed nursing facilities (NF), assisted-living residences (ALR), and community residential facilities (CRF) in the District of Columbia. There are 19 nursing facilities licensed by the Department of Health (DOH) that provides housing for up to 2,779 residents. The DOH also licenses and monitors 19 ALRs with approximately 885 units and 8 CRFs for the elderly that can accommodate up to 158 residents. The Department of Mental Health (DMH) licenses and monitors 116 mental health CRFs with the capacity to accommodate up to 772 residents.

4 Volunteer Recruitment and TrainingNumber of Volunteers/What they Do Office Outreach Ombudsmen Special Projects Specific Requirements Completion of a 16 hour training course established by the Office of the D.C. Long-Term Care Ombudsman Program Completions of 16 hours of in the field training with an Ombudsman Attendance of at least 12 hours of in-service (ongoing) training per year Commit to volunteer for at least 1 year

5 Volunteer Recruitment and TrainingStarting the Process As you begin to plan or evaluate your volunteer component, it helps to answer some fundamental questions such as: Where is the program now? Where do you want your program to be? How will you achieve that goal? How will you know when you have achieved that goal? Answering such questions provides a solid foundation from which to develop your volunteer component.

6 Volunteer Recruitment and TrainingWeighing Whether to Use Volunteers Disadvantages A volunteer component takes more time that its worth Volunteers are unreliable Advantages Increased Quality Increased Timeliness Expanded Skills Increased Personalization of Service Involves the Community Expanded Ombudsman Presence in Community

7 Volunteer Recruitment and TrainingWhere do we find them? Tell friends/family Faith-based organizations Colleges Social Media Alumni Organizations The Rotary

8 Volunteer Recruitment and TrainingWhat are Our Responsibilities? Obligations to Clients Background checks Confidentiality Obligations to Volunteers Safety Worthwhile work Obligations to Organization Waivers/Liability Release

9 Volunteer Recruitment and TrainingWhat About Training? Design a training plan Audience’s need Participants’ subject knowledge, experience, and skill level Plan the training as soon as possible after receiving volunteer applications Balance the explanation of how demanding the program is with how satisfying it is Establish a relationship between trainer and volunteer and among the volunteers themselves Give ongoing recognition and feedback

10 Volunteer Recruitment and TrainingWhat About Ongoing Training? Ask local university staff to teach a class to add interest and credibility Consider a review of the basics of the job Look at current or high profile issues in newsletters and other publications to help keep volunteers updated Analyze your complaint database to see what problems volunteers in the field are encountering Watch for new or revised laws and regulations and provide updates on them Record the questions volunteers ask during the month and design training around those questions Use the record-keeping requirements as a springboard for discussion and further training

11 Volunteer Recruitment and TrainingWhat About Ensuring Accountability? Incorporate federal requirements and guidelines into a solid foundation for your training program Use a standardized statewide training program manual to ensure consistent interpretation region to region Specify clearly in writing what kind of conduct is or is not acceptable, and the consequences of misconduct Outline the tasks and responsibilities of ombudsmen to ensure that they know for what they are accountable Require monthly reports on training with detailed feedback Have volunteers maintain close communication with the staff Conduct monthly meetings for the purpose of in-service training, peer sharing, and focused discussion

12 Risk Management Evaluating VolunteersFormal evaluations allow programs to: increase volunteer productivity; increase each volunteer’s sense of value as a part of the overall team; document volunteers’ progress and problems; increase the effectiveness of the volunteer component of service delivery to clients/public.

13 Risk Management Best Practices:Maintain orderly and complete files on each volunteer. Make sure each file contains: accurate job descriptions; the volunteer’s agreement to perform specific services, i.e., a contract between volunteer and program; application, training records, job description, notes on progress and problems, and awards/recognitions; Tell volunteers about the program’s evaluation process Instill team spirit into volunteers Ask each volunteer to evaluate supervisors and the program’s volunteer component

14 Risk Management Handling Problem VolunteersOver the course of a volunteer’s service, ombudsman coordinators report that it is common to encounter some problems. Make decisions in advance on how you will handle likely problems. Eight R’s to Handle Difficult Volunteers Reconnoiter to find out what is really wrong Reassign the volunteer to a different staff person Retrain the volunteer to be able to do the job efficiently Revitalize the volunteer through a timeout period from responsibility Remotivate the volunteer Rotate the volunteer to a new setting Refer the volunteer to another agency Retire the volunteer with honor

15 Risk Management If you have exhausted all alternatives and the only alternative is to fire the volunteer, your goal is to make the transition as smooth as possible. Here are some ideas to consider: DOCUMENT, DOCUMENT, DOCUMENT Personal counseling – discuss specific problem (e.g., “We discussed…and you have agreed to…and we will review your progress on…”) Don’t allow one volunteer to undermine your good program If you do decertify and you can refer to other appropriate volunteer opportunities, do so but don’t burden another agency with an applicant who is certain to cause hardship In writing, thank the volunteer for service to the program If your program has a Grievance Procedure, make sure all paid staff and volunteers are aware of it and understand the process.

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17 Contact Information Mary Ann Parker, Esq., Attorney Office: Genesis Cachedon, Volunteer Specialist Office:

18 •••••••••••••••••••••••••••••••••••••••••••••Georgia Long-Term Care Ombudsman Volunteer Program Melanie McNeil, Esq., State LTC Ombudsman Lin Chao, LTC Ombudsman Services Coordinator •••••••••••••••••••••••••••••••••••••••••••••

19 So What??? Why???

20 Volunteer Management FYIState Ombudsman Ombudsman Services Coordinator Local Ombudsman Volunteer Program Coordinator New Paradigm: Quality vs Quantity Volunteers Advisory Council/Intern = Volunteers too

21 Associate Certified Volunteer Senior Certified VolunteerVolunteer Visitor Associate Certified Volunteer Senior Certified Volunteer

22 Fully Certified Volunteer Too Little Volunteer Visitor Just Right Too Much Fully Certified Volunteer Too Little Volunteer Visitor Just Right Associate Certified Volunteer Animated circle draws to highlight text (Intermediate) To reproduce the rectangle shape effects on this slide, do the following: On the Home tab, in the Drawing group, click Shapes, and then under Rectangles, click Rounded Rectangle (second option from the left). On the slide, drag to draw a rounded rectangle. On the Home tab, in the Slides group, click Layout, and then click Blank. Drag the yellow diamond adjustment handle to the left to reduce the size of the corner radius. Select the rounded rectangle. Under Drawing Tools, on the Format tab, in the Size group, do the following: In the Shape Height box, enter 1.17”. With the rounded rectangle still selected, on the Home tab, in the Drawing group, click the arrow next to Shape Fill, point to Gradient, and click More Gradients. In the Format Shape dialog box, in the left pane, click Fill, in the Fill Pane, select Gradient fill, and then do the following: In the Shape Width box, enter 1.85”. Click the button next to Direction, and then click Linear Down (first row, second option from the left). In the Type list, select Linear. Under Gradient stops, click Add or Remove until two stops appear on the slider, and customize the gradient stops as follows: In the Angle text box, enter 270°. Select Stop 1 on the slider, and then do the following: Click the button next to Color, and under Theme Colors, click Blue, Accent 1, Lighter 80% (second row, fifth option from the left). In the Position box, enter 0%. Select Stop 2 on the slider, and then do the following: Click the button next to Color, and click White, Background 1 (first row, first option from the left). In the Position box, enter 100%. Also In the Format Shape dialog box, in the left pane, click Line Color, and then in the Line Color pane select No line. Also In the Format Shape dialog box, in the left pane, click Shadow, and then in the Shadow pane, do the following: In the Size box, enter 100%. In the Transparency box, enter 0%. In the Presets list, under Outer, select Offset Bottom (first row, second option from the left). In the Angle box, enter 90°. In the Blur box, enter 8.5 pt. Also In the Format Shape dialog box, in the left pane, click 3-D Format, and then in the 3-D Format pane, do the following: In the Distance box, enter 1 pt. Under Bevel, do the following: In the Top list, under Bevel, select Art Deco (third row, fourth option from the left). Under Contour, do the following: In Top, under Height, enter 5 pt. In Top, under Width, enter 5 pt. Under Surface, do the following: In the Size box, enter 3.5 pt. Click the button next to Color, and then under Theme Colors select White, Background 1 (first row, first option from the left). In the Lighting list, under Neutral, select Soft (first row, third option from the left). In the Material list, under Standard, select Matte (first row, first option from the left). Right-click the rounded rectangle and select Edit Text. On the Home tab, in the Paragraph group, click Center to center the text in rounded rectangle. Enter text in the text box, select your text, and on the Home tab, in the Font group, select Gills Sans MT Condensed from the Font list, select 28 from the Font Size list. In the Font Color list, under Theme Colors, select Black, Text 1, Lighter 50% (second row, second option from the left). To reproduce the text below the rectangle on this slide, do the following: Enter text in the text box, select the text, and then on the Home tab, in the Font group, select Gill Sans MT from the Font list, and select 18 from the Font Size list. On the Insert tab, in the Text group, click Text Box, and then on the slide, drag to draw the text box. On the Home tab, in the Paragraph group, click Left to align the text left in the text box. Position the text box below the rectangle. On the slide, press and hold CTRL and select the text box and the rounded rectangle. On the Home tab, in the Drawing group, click Arrange, and then under Position Objects, point to Align, and do the following: Click Align Left. Click Align Selected Objects. To reproduce the other rectangles and text on this slide, do the following: Select a rectangle. Under Drawing Tools, on the Format tab, in the Shape Styles group, click the arrow next to Shape Fill, point to Gradients, select More Gradients, and then for each rectangle do the following: Press and hold CTRL and select both the rounded rectangle and text box, on the Home tab, in the Clipboard group, click the arrow below Copy, and click Duplicate. Position the second group in a row next to the first group. Repeat until you have a total of four groups. For the third rectangle from the left, under Stop 1, click the button next to Color, and then under Theme Colors click Orange, Accent 6, Lighter 80% (second row, tenth option from the left). For the second rectangle from the left, under Stop 1, click the button next to Color, and then under Theme Colors click Olive Green, Accent 3, Lighter 80% (second row, seventh option from the left). For the fourth rectangle from the left, click the button next to Color, and click More Colors. Then, in the Colors dialog box, on the Custom tab, enter values for Red: 240, Green: 236, Blue: 220. To reproduce the circle shape effect on this slide, do the following: Under Drawing Tools, on the Format tab, in the Shape Styles group, click the arrow next to Shape Fill and select No Fill. On the Home tab, in the Drawing group, click on Shapes, under Basic Shapes, select Oval (first row, second option from the left). On the slide, drag to create an oval shape on one of the rectangles. Under Drawing Tools, on the Format tab, in the Shapes Styles group, click the arrow next to Shape Outline, and then under Theme Colors select Orange, Accent 6, Darker 25% (fifth row, tenth option from the left). Under Drawing Tools, on the Format tab, in the Shapes Styles group, click the arrow next to Shape Outline, point to Weight, and select 4 ½ pt. In the Animation group, click Effect Options and under Spokes, select 1 Spoke. On the slide, select the oval, and then on the Animations tab, in the Animation group, click the More arrow to expand the effects gallery, and under Entrance, click Wheel. On the Animations tab, in the Animation group, click Custom Animation. In the Timing group, do the following: In the Duration list, select In the Start list, select With Previous. To reproduce the background effects on this slide, do the following: Right-click the slide background area, and then click Format Background. In the Format Background dialog box, click Fill in the left pane, select Gradient fill in the Fill pane, and then do the following: Under Gradient stops, click Add or Remove until three stops appear on the slider, and customize the gradient stops as follows: Click the button next to Direction, and then click Linear Up (second row, second option from the left). Click the button next to Color, and under Theme Colors, click Olive Green, Accent 3, Lighter 60% (third row, seventh option from the left). Select Stop 3 on the slider, and then do the following: Click the button next to Color, and under Theme Colors, click White, Background 1 (first row, first option from the left). In the Position box, enter 30%. In the Position box, enter 70%.

23 Utilizing ACV As Part of LTCOP Team Enables Us to…..Increase a visible presence at facilities Expand service hours Improve timeliness to respond to an individual resident Supplement the normal work schedule when workload demands service at off hours Provide a ready pool of applicants for employment Expand skills, knowledge, and expertise Enhance the personalization of services and provide specific problem solving actions Utilizing ACV As Part of LTCOP Team Enables Us to…..

24 Is there anybody out there?Animated sun with spinning text Select the circle clip art on the slide. On the Animations tab, in the Advanced Animation group, click Add Animation, and then under Emphasis click Spin. (Intermediate) To reproduce the clip art on this slide, do the following: On the Animations tab, in the Timing group, in the Start list, select With Previous. On the Home tab, in the Slides group, click Layout, and then click Blank. On the Animations tab, in the Timing group, in the Duration box, enter 4.0. On the Insert tab, in the Images group, click Clip Art. On the Animations tab, in the Animation group, click Effect Options, and then click Clockwise and then click Quarter Spin. In the Clip Art pane, in the Search for box, enter In the Search in list, select Everywhere, and then click Go. Select the clip art file in the pane to insert it into the slide. (Note: If you choose another clip art file, the clip art must be in the Windows Metafile format [.wmf].) On the slide, select the text box. On the Animations tab, in the Advanced Animation group, click Add Animation, and then under Entrance click Fade. On the Home tab, in the Drawing group, click Arrange, and then click Ungroup. In the Microsoft Office PowerPoint dialog box, click Yes. On the Animations tab, in the Timing group, in the Duration box, enter 3.0. On the slide, select the converted clip art. On the Home tab, in the Editing group, click Select, and then click Selection Pane. On the Animations tab, in the Advanced Animation group, click Add Animation, and then under Emphasis click Spin. In the Selection and Visibility pane, select the top-level group. On the Home tab, in the Drawing group, click Arrange, and then click Ungroup. Also in the Selection and Visibility pane, select the Autoshape object, and then press DELETE. On the Animations tab, in the Animation group, click Effect Options, and then click Clockwise and then click Half Spin. Press CTRL+A to select all of the objects on the slide. On the Home tab, in the Drawing group, click Arrange, and then click Group. Select the group. On the Home tab, in the Drawing group, click Shape Effects, point to Preset, and then under Presets click Preset 8 (second row, fourth option from the left). With the group still selected, under Drawing Tools, on the Format tab, in the bottom right corner of the Size group, click the Size and Position dialog box launcher, and do the following: On the Animations tab, in the Timing group, in the Duration box, enter 1.0. On the Animations tab, in the Timing group, in the Delay box, enter 3.0. On the Animations tab, in the Animation group, click the Show Additional Effect Options dialog box launcher, and then do the following: On the Size tab, under Scale, select Lock aspect ratio. On the Size tab, under Size, enter 6.27” in the Height box. On the Effect tab, under Settings, in the Amount list, in the Custom box enter 30°, and then press ENTER. On the Position tab, in the Horizontal box, enter 3.89”. On the Position tab, in the Vertical box, enter 1.55” On the Effect tab, under Settings, in the Amount list, select Counterclockwise. To reproduce the text on this slide, do the following: To reproduce the background on this slide, do the following: On the Insert tab, in the Text group, click Text Box. On the Design tab, in the Background group, click Background Styles, and then click Format Background. In the Format Background dialog box, click Fill in the left pane, select Gradient fill in the Fill pane, and then do the following: Drag to draw a text box on the slide. Enter text in the text box, and then select the text. On the Home tab, in the Font group, select Candara from the Font list, and then select 32 pt. from the Font Size list. Click Italic, and then, in the Font Color list, under Standard Colors select Orange (third option from the left). In the Type list, select Linear. In the Angle box, enter 90. Select the text box on the slide, and then under Drawing Tools, on the Format tab, in the Size group, do the following: Under Gradient stops, click Add gradient stops or Remove gradient stops until two stops appear in the slider. Also under Gradient stops, customize the gradient stops as follows: In the Shape Height box, enter 7.29”. Select the first stop in the slider, and then do the following: In the Shape Width box, enter 7.29”. Under Drawing Tools, on the Format tab, in the WordArt Styles group, click Text Effects, point to Transform, and under Follow Path select Arch Up (first option from the left). In the Position box, enter 0%. Click the button next to Color, and then under Theme Colors click Black, Text 1 (first row, second option from the left). To wrap the text upside down, at the bottom of the text box, drag the pink adjustment diamond from the center left position in the text box to the lower right corner of the text box. In the Transparency box, enter 0%. With the text box still selected, under Drawing Tools, on the Format tab, in the bottom right corner of the Size group, click the Size and Position dialog box launcher, and then on the Position tab do the following: Select the next stop in the slider, and then do the following: In the Position box, enter 100%. Click the button next to Color, and then under Theme Colors click Black, Text 1, Lighter 50% (second row, second option from the left). In the Horizontal box, enter 3.38”. In the Vertical box, enter 1.04”. Also under Drawing Tools, on the Format tab, in the Arrange group, click Send Backward. To reproduce the animation effects on this slide, do the following:

25 The New Breed of VolunteerIs very busy, many obligations, volunteers for many organizations Wants flexibility Expects to be empowered Is Tech Savvy Wants to make a difference rather than a contribution Does not like or want to be micromanaged

26 Your Program Who are your potential volunteers?Where will you find them? What’s their motivation?

27 Recruitment + Recognition = RetentionVolunteers need to be reliable Average volunteers for 18 months in SFY15 Agency investment in your volunteers Continually “recruit” current volunteers Volunteer career ladder

28 Rio Summer Olympics 2016 “Over 240,000 volunteer applications for Rio 2016” “The recruitment of the 70,000 volunteers required to stage a successful Olympic Games in Rio……” Insert a map of your country.

29 Recruiting Video

30 Risk Management EssentialsProvide explicit direction Application form Interviews Volunteer Conflict of Interest Volunteer Confidentiality Agreement Code of Ethics Background check Reference Check Orientation and training Supervision and evaluation Feedback Policy and follow through

31 Risk Management QuestionsWhat could go wrong What will we do Now Then Blanket liability coverage

32 It’s actually about riskIt’s not exciting or fun, but all pieces in your volunteer program need to do one thing ….. Protect your Program Volunteers Staff Residents Agency From all of the things that could go wrong – to manage risk

33 Luckily – It’s not just about riskReach more residents and families Volunteers are an investment - bigger return In the long run, volunteers help to: Carry the load Raise the profile of the program at facilities and in the community Stretch resources May make the difference in the life of a resident, even if it is only one

34 Evaluate your Program What are the current pieces of your programWhat happens? When does it happen? Who’s involved? Who should be involved? What works and what doesn’t? How do you know? Are prospective volunteers a good fit? Do volunteers stay? Are you filling all the needs in your program and your agency

35 Where to Find Me Melanie S. McNeil, Esq. State Long-Term Care Ombudsman 2 Peachtree Street, 33rd Floor (mail) Atlanta, GA (office) (cell) (fax)

36 Questions?

37 Getting the Most Value from LTCO Volunteer RepresentativesNORC Resources November 3, 2016

38 Volunteer Management ListservThis group is a private listserv for Ombudsmen that manage volunteers. The purpose is to promote discussion among your peers and share challenges and successes regarding Ombudsman volunteer management. NORC staff will respond to questions and highlight resources, as appropriate. To join the listserv, send an to

39 “What is a LTCO” Video https://www.youtube.com/watch?v=6VRmetXQVEY&authuser=0 The Texas Ombudsman Program produced this video for you to use in your own programs. The 3 minute video gives an overview of the ombudsman program and the benefit families can gain if they call their ombudsman when they suspect a problem. The video directs people to the NORC Locate an Ombudsman page to find the contact information for their local program.

40 Tips for Using the “What is a LTCO” VideoShare this video for program promotion, volunteer recruitment, and public education On your program’s website and social media During facility in-service training In volunteer orientation and training In volunteer recruitment messages and materials At resident council and family council meetings

41 NORC Website Volunteer Management Getting Started: Recruitment Video - New Jersey LTCO PSA Program Management Training, Recognition, Calls/Webinars, Opportunities

42 National Ombudsman Resource CenterContact Information Carol Scott Ombudsman Specialist National Ombudsman Resource Center ext. 209

43 The National Long-Term Care Ombudsman Resource Center (NORC) This project was supported, in part, by grant number 90OM002, 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.