(a) Ombudsman staff training curriculum. Ombudsman staff training includes:
- (1) introduction to the Long-Term Care Ombudsman Program;
- (2) ombudsman policies and procedures;
- (3) complaint response system;
- (4) long-term care regulatory system;
- (5) residents' rights;
- (6) characteristics of long-term care facilities and residents;
- (7) processes of aging;
- (8) communication skills;
- (9) legal and ethical issues;
- (10) visitation practicum;
- (11) mediation or negotiation skills;
- (12) community resources or services;
- (13) volunteer management; and
- (14) reporting and record keeping.
(b) Ombudsman volunteer training curriculum. Ombudsman volunteer training includes:
- (1) introduction to the Long-Term Care Ombudsman Program;
- (2) ombudsman volunteer role, including activities and responsibilities;
- (3) problem solving and complaint investigation;
- (4) processes of aging;
- (5) characteristics of the institutionalized older person;
- (6) communication and interviewing skills;
- (7) Oklahoma's Nursing Home Care Act, Residential Care Act, or Assisted Living Act, as appropriate;
- (8) residents' rights in long-term care facilities;
- (9) the regulation of long-term care;
- (10) confidentiality; and
- (11) reporting and record keeping.