The Illinois Long-Term Care Ombudsman Program (LTCOP) standards and procedures regulate and govern the activities of the Illinois LTCO Office, all LTCOs, provider agencies, Area Agencies on Aging, The Department of Aging and all other parties involved in Long Term Care Ombudsman Program. The policies and procedures are divided into eleven chapters designated chapter 100 through 1100. We look at each chapter in brief and outline what is contained in each. The program is available on the Illinois Department of Aging website
Introduction
The chapter gives descriptions of the mission, responsibilities, and authority of the state’s LTCOP, the general layout of the entire program document, procedures to make changes or alterations to the document and a comprehensive list and explanation of terms used in the manual.
Organization Standards and Responsibilities
This chapter describes the responsibilities of the State Department of Aging as well as those of the Illinois Long Term Care Ombudsman Program Office. Other agencies whose responsibilities are described include provider agencies and SLTCOP. The chapter also gives guidelines regarding the processes of certification, decertification, designation and de-designation of provider agencies and Ombudsmen.
Designation and Certification
Designation authorizes an agency to operate a regional Ombudsman program in a service and planning area or a particular geographic area. Certification, on the other hand, authorizes a qualified individual to act as a representative of the office. Qualifications, in this case, involves meeting the minimum standards, remaining conflict-free and successful completion of training. The chapter describes Designation of Programs, Refusal to designate and de-designation, certification, refusal to certify and de-certification and complaint-handling procedures.
Long Term Care Ombudsman Program Service Delivery Standards
The fourth chapter describes the five components of service delivery provided under the regional programs. The five service delivery components are Investigative services, regular presence, consultation and community education, issue advocacy and resident & family councils development and support. The chapter also outlines the program’s evaluation procedure.
Protocols for Problem Resolution and Investigative Services
This chapter gives guidelines for the investigation, verification, and resolution of complaints received by long-term care residents. The main points in the chapter include Receipt of complaints, investigation, verification, resolution, abuse, neglect, complaint referral and documentation of investigation.
Access to Residents and Facilities, Residents’ Records, and State and Facility Records
This chapter gives guidelines to be followed while seeking access to records pertaining residents, facilities and states and what to do in the case such access is denied. The chapter is divided into four sections; Access to residents and facilities, access to residents’ records, access to state and facility records and access to participants and participants’ records.
Legal Issues
This chapter outlines the procedures for seeking legal advice from the LTCO Office and other provider agencies. This also includes indemnification and representation from the office of the attorney general and what to do if such endeavors are met with retaliation, reprisal or any means of interference.
Confidentiality, Disclosure, and Retention
This chapter is designed to assure residents, witnesses, complainants and other involved parties that their confidentiality is guaranteed. It also describes the timeframes involved in the storage of records pertaining these individuals.
Conflict of Interest
This chapter describes and defines conflict of interest for individuals involved in the program and the related procedures for disclosure, review, and remedy as well as the penalties involved for failing to identify or remedy a COI.
Volunteer Management
This chapter defines the roles of program volunteers and their minimum qualifications.
Home Care Program
The final chapter describes program participants and the responsibilities of Ombudsmen.