Desk Reference
OmbudsManager Desk Reference
July 2015
OmbudsManager
Version 4.1
Long-term Care
Ombudsman Program
Desk Reference
Long-term Care Ombudsman Program
Page 1 of 67
Introduction
The OmbudsManager Desk Reference emphasizes the areas of OmbudsManager that staff
ombudsmen use on a daily basis, including Cases, Activities, and Reports. It will be updated by
the state office as needed.
The reference is designed to give you the information necessary to enter your work, and the
work of volunteers, into the OmbudsManager application. It synthesizes ombudsman definitions
from the Administration on Aging (AoA), guidance from the Office of the State Long-term Care
Ombudsman, and OmbudsManager application features to support reporting of ombudsman
work.
Use this reference to ensure compliance with state and federal reporting requirements. For
additional guidance, refer to the Ombudsman Policies and Procedures Manual.
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Table of Contents
OVERVIEW ........................................................................................... 4
ESSENTIALS, TIPS, AND ACCESS ......................................................... 5-8
SUMMARY SCREEN ................................................................................ 9
First Step: Configuring OmbudsManager ............................................. 10
CASES ............................................................................................... 11
ACTIVITIES ......................................................................................... 27
MONITORING RECORDS ........................................................................ 48
REPORTS ........................................................................................... 52
How to Run Reports ......................................................................... 54
Setting Standard Reports .................................................................. 56
Report: Cases.................................................................................. 57
Reports: Overall Activity ................................................................... 58
Reports: Facility Visits ...................................................................... 61
HELP ................................................................................................. 67
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Overview
Ombudsman work is documented and reported for several purposes. Good data is essential to
guide and manage the statewide long-term care ombudsman program. AoA requires annual
program performance reporting through the National Ombudsman Reporting System (NORS).
Data are also used in state performance measures and required reporting to the Texas
legislature.
OmbudsManager is a web-based application that is accessed from a web browser through
Harmony’s Portal. It is optimized to work in Google Chrome and Safari browsers.


As a user of OmbudsManager, you will record case and complaint information, facility
visits, training sessions, and other activities.
State office staff creates all new user records and facilities in each program database.
State office staff updates user records (MLO, Staff Ombudsman, and Volunteer
Ombudsman) and deletes records as needed.
Ask general questions about the OmbudsManager application and data entry to your
managing local ombudsman or state office staff.
Jeni Broz, Ombuds Specialist
[email protected]
512-438-2365
Patti Durham, Office Manager [email protected]
512-438-4265
Jessica Conway, Policy Liaison [email protected]
512-438-4217
Patty Ducayet, State Ombuds [email protected]
512-438-4356
Julie Haynes, ALF Ombuds
[email protected]
512-438-4280
Brenda Wendler, MFP Specialist [email protected]
512-438-4376
State office staff will refer a request to Harmony when needed.
Icons Used
TIP
Tips provide general recommendations on how to make it easier to be a
more efficient OmbudsManager user.
ATTENTION!
Attentions highlight areas where attention to detail are important.
NOTE
Notes provide additional information about a specific function or process of
the OmbudsManager application.
All names used as examples in this document were changed to protect confidentiality.
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Essentials and Access
Essentials

To Ensure Accurate Reporting, Remember the Three C’s
For consistency across the nation, AoA developed the following guidance for reporting
cases, complaints, and consultations.
1. Case – each inquiry brought to, or initiated by, the ombudsman on behalf of a resident or
group of residents involving one or more complaints. Such an inquiry requires opening a
case and includes ombudsman investigation, strategy to resolve, and follow-up.
 The number of cases is equivalent to the number of complainants.

One or more people jointly filing a complaint count as one complainant.

A closed case is a case where none of the complaints within the case requires
further action on the part of the ombudsman and the ombudsman has assigned
the appropriate disposition code to every complaint within a case.
2. Complaint – a concern brought to, or initiated by, the ombudsman for investigation and
action on behalf of one or more residents, and relating to the health, safety, welfare, or
rights of a resident.
 One or more complaints constitute a case.

You cannot open a case without a complaint.
3. Consultation – providing information and assistance to an individual or a facility.
Consultation does not involve investigation or any work to resolve complaints. Once a
case is opened, document actions and conversations as journal entries.

Complete Required Fields in Cases and Activities
Complete all highlighted sections and sections identified in this reference when you are
recording activities and casework. NORS-required fields in OmbudsManager are identified
by a superscript “N” (N) and highlighted in the color you choose.
For items other than casework, enter the information in Activities. Incomplete activities are
activities that you have created but not marked as completed with a date. Entering a due
date without a completed date creates a “pending” activity, which will be visible on the
Summary screen.

Update Facility Information
State office staff creates each new facility record. Once created, all users can edit facility
records.
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Accessing OmbudsManager

Logging into OmbudsManager
OmbudsManager is a web based application. To log into OmbudsManager, launch the
Internet Explorer browser and type in the following URL:
https://ombudsmgrtx.harmonyis.net/
NOTE
Google Chrome and Safari web browsers work best with the application.
OmbudsManager 4.1 now works with touch-screen tablets as well as a PC.
To access the application, type your username/ID and password in the login screen. If you
do not have a username and password, contact the state office to request one. A
designated number of OmbudsManager licenses are approved for each ombudsman
program. If an additional license is required, contact the State Long-term Care Ombudsman
(SLTCO) to make the request.
Select the appropriate program from the dropdown list. Texas has 29 ombudsman
programs configured in OmbudsManager. Your username is associated with one program
only, unless you are a state office staff with system administrator access. System
administrators have full access to all program databases.
Once you enter your username and select your program, the next time you log in from the
same computer, your username and program will display. When you clear temporary
internet files, cookies, and cache, you will need to enter the username and program after
you clear the files.
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
Forgot OmbudsManager Password
If you forget your password, call or e-mail any state office staff to request a password reset.
A temporary password will be provided.
Once you receive a temporary password, immediately change the temporary password
to a secure password by clicking “Change Password” under the arrow next to the Logout
link.
ATTENTION!
Remember: Do not share your password with anyone. When updating or
changing your password, use a secure password. Generally, a secure password
contains a combination of upper and lower case letters, numbers and special
characters, such as %, @, #, and.
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Documenting and Reporting Basics

OmbudsManager is a “real-time” database. Each local Long-term Care Ombudsman
Program should regularly enter documentation into OmbudsManager. Staff in the Office of
the SLTCO checks the previous month’s entries on the 16th day of the following month.
Daily and other periodic monitoring may also occur.

Although a limited number of activities require backup documentation, documentation
entered into OmbudsManager may serve as a source document. However, once a written
record is created, retain the record in hard copy or scan and store in OmbudsManager as an
attachment. Do not retain temporary notes that served as reminders if the information is
captured in OmbudsManager.

Districts identify local ombudsman programs and allow reports by Districts to be used by the
state office.

Deleting records. Only system administrators have permission to delete case and activity
records and to add or delete facility records. If you find a duplicate or other error, write over
the record with new information. If several records need to be deleted, make the request by
email to a state office staff person.
Facility Information

New facilities: If you learn of a new facility that needs to be added to OmbudsManager,
email the state office to request assistance.

Edit: Local users can edit facility information like name, address, and bed count as long as
the facility ID has not changed. Put the old information and date of change in the Notes
section of the facility entry.

Closed facilities: Local users can update this information. To close a facility, uncheck Active
and record the Date Closed. Entry must have an open and close date. If you do not know
what day the facility opened, put 1/1/2009. Leave the other facility information in order to
retain records on all related activities and cases.

Unlicensed facilities: We do not track unlicensed facilities. Report suspected unlicensed
facilities to DADS Consumer Rights and Services for investigation by Regulatory Services.
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Summary Screen
The landing page after login displays a summary screen. It lists existing cases and pending and
completed activities.
Click on New
then the
appropriate
link to add a
new record
reRe
cord
Click on New
then the
appropriate
link to add a
new Record
Double click to open an
existing case, pending or
completed activity record.
Harmony has developed online tutorials that are available any time to provide a refresher on the
new enhancements and orientation to v2.0. To access the tutorials, go to this URL
http://info.harmonyis.com/OmbudsManagerv2OnlineTutorialsReg.html and enter your contact
information.
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First Step: Configuring OmbudsManager
This section applies to the first login, and as configuration changes are needed.
The configuration link is located on the upper right hand corner of the OmbudsManager screen.
Click on the Configuration link to set:
 Font size in comments and other narrative sections;
 Font size in list views;
 Colors, including required NORS fields;
 Area code default;
 State (TX), and Activity level (Local) for all users not in the state office;
 Auto refresh to Yes; and
 The number of records, 20 to 100, to display on each list view page.
Use the same link to also:
 Delete the case file prefix number to simplify the automatically set case number; and
 Set review date days to “0,” which removes a 30 day future reminder in cases.








Click OK to save these settings. Click on the Configuration link, to change preferences at any
time.
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CASES
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Cases
Create a case for each complaint brought to, or initiated by, the ombudsman on behalf of a
resident or group of residents involving one or more complaints. A case must include
ombudsman investigation, strategy to resolve, and follow-up. Open a case and begin
documentation as soon as you receive a complaint.
Adding a New Case
To add a Case, click on the Cases tab located across the top of the screen. Click the Add link
located below and to the right.
The “Add New Case” window pops up. OmbudsManager automatically enters information into
some fields.
1
2
3
4
5
6
1. Automatically enters today’s date in the Intake Date field.
2. Automatically sets review date based on configuration settings (set as “0” in example).
3. Defaults to Ombudsman = unassigned and Complainant = unknown.
4. Complainant role is used to specify complainant type; a role must be selected to close a
case.
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5. If resident = complainant, enter name in Resident and select (See Resident Info) in the
complainant drop down window. If resident is different than complainant enter the
resident’s name in the resident field. In cases where the ombudsman is the complainant
and the problem affects numerous residents, enter (All Residents) in the Resident field.
6. Click OK to create the case record, a new window opens presenting the case record
where additional information can be recorded.
NOTE
OmbudsManager automatically assigns a Case Number based on existing cases with the
same Case File Prefix. If you have removed the prefix in Configuration settings, it will
appear blank, but a unique case number is always assigned. There is no need to edit this
field.
Case Record
An OmbudsManager case record has expandable sections. As an investigation proceeds,
update by adding complaints and documenting actions in journals. Each record has the
following sections:

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
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
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Overview
Complaints
Facility / Resident / Complainant
Journals
Activities
Attachments
User Fields (Managed Care complaints)
Services (not used)
Perpetrators (not used)
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Cases: Overview Section
The Overview section provides a quick view of case and complaint information.
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3
4
5
2
6
7
1. Use the Reference Title to enter a brief description of the subject of the case. Label with
a reference to the most important complaint for accurate search results.
2. In the Intake Summary enter basic initial information about the case, including the
presenting problem expressed by the resident or complainant. If the complainant
requests anonymity, indicate here. Record investigation results and other details in the
Journals section, not the Intake Summary.
3. First Action records the date the ombudsman took initial action, such as returning a call
from the complainant to collect an intake summary, consulting with ombudsman
supervisor about first steps, or visiting the resident and receiving consent to open the
case. This field is monitored to determine compliance with our state requirement to
respond to all complaints within two business days. For volunteer entries, assume a
complaint was received while in the facility and enter the same date in opened and first
action fields, unless the volunteer indicates otherwise.
NOTE
Each case should identify a resident by name and complainant type (role) when known. To
indicate a person’s request for anonymity, include a statement in the Intake Summary, such
as “anonymity requested.” OmbudsManager protects all resident information and other
confidential information from inappropriate disclosure.
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4. Review Complete is a check box not routinely used. In cases where the local program
seeks Money Follows the Person reimbursement, the state office will use this box to
indicate review by the MFP Coordinator. A corresponding journal entry by the MFP
Coordinator is also required.
5. Check the Consent Obtained box to indicate the resident or complainant gives
permission to work on his or her behalf. When the initial inquiry comes from a
complainant who is not a resident, visit the resident and seek consent. See Section 400
of the Ombudsman Policies and Procedures Manual for detailed guidance on obtaining
and documenting consent.
ATTENTION!
The Consent Obtained box remains unchecked only in situations where the
ombudsman initiates the complaint or the complaint is widespread enough to not
require consent of individual residents.
6. OmbudsManager identifies required fields for NORS (National Ombudsman Report
System) by highlighting in color and with a superscript “N” (N). These fields must be
completed before closing a case or program activity. The closed box will not be available
until NORS elements are complete, but a message will indicate what information is
missing. Each relates to an AoA requirement.
7. Click OK to save and close the entire case or click Apply to save and continue working in
the case record.
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Cases: Complaints Section
The Complaints section is located below the Overview section. Enter each complaint or
concern brought to, or initiated by, the ombudsman for investigation and action on behalf of one
or more residents, and relating to the health, safety, welfare, or rights of a resident.
Click the chevron
button next to the Complaints section to expand it.
1
2
3
6
4
7
5
8
1. A number after the Section header displays a count of the items in that section; this
example has one complaint.
2. Click New to add a complaint; multiple complaints may be added to the same case.
3. Select the Major and Minor code that match the complaint; the Minor code is an AoA
complaint code from 1-132 and may be typed into the field or selected using the drop
down list. Entering a Minor code automatically enters a Major code.
4. Whether the complaint was verified or not, seek to resolve the complaint and enter a
disposition code when you determine the complainant’s satisfaction with the outcome of
your work; code according to NORS codes on page 27 of this manual.
NOTE
You may open and work to resolve a case, and then decide to refer a complaint to another
agency for investigation. Determine the disposition of a referred complaint by asking the
intake person for an expected response time and follow-up at that time, or if a date is not
provided, assume 45 days. In addition to the referred dispositions, referred complaints may
also be disposed of as “not resolved, partially resolved, or resolved.”
5. Enter Verified or Not Verified; a complaint cannot be closed if marked Undefined.
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6. Opened date is automatically entered with the current date; change as needed to
indicate the date the complaint was first received. Closed date is automatically entered
as the date when a disposition is selected.
7. Click Save to save the complaint details which appear in the list view above.
8. Click OK to save and close the case record, or Apply to save and keep the record open.
NOTE
Ombudsmen should report related complaints identified by an ombudsman on the same
visit as one case. If the complaints are unrelated, open separate cases.
Additional Information Tab
Abuse Information and Complaint Notes Tab
Entering data in these tabs
is optional, not required.
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Cases: Facility / Resident / Complainant Section
This section documents details on the facility where the case is opened, and the resident and
other complainant. Data from the Add New Case screen (see page 12) automatically enters
information in this section. This section also allows reporting of optional details, such as resident
demographics and contact information.
3
3
2
1
3
1. Click the Edit/View to modify the Facility, Resident, or Complainant entry.
2. Click the New Resident, or New Complainant buttons to add new records in the case.
3. Use the ellipsis
button or type-ahead feature to select the name of a facility,
resident, or complainant already in your database.
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Resident Details (optional)
By clicking the Edit/View button in the resident section, a window appears to view or update the
resident record associated with the case.
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1
3
4
1. Capture known demographic details.
2. Document the name, work and home phone number for contacts that are associated
with a resident.
3. Add narrative details about a resident.
4. Resident Age is calculated using current date and DOB field.
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Cases: Journals Section
Use the journals section to record narrative entries on a case. It covers five case elements:
receipt and identification, investigation, verification, resolution, and follow-up.
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2
1. Click Date or Subject column header to sort by that criteria.
2. Review the journal narrative without having to open the actual journal record.
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New Entry (Journal) button
Use separate journal entries to document steps taken to verify and investigate complaint(s).
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3
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6
7
8
1. Entry Date automatically enters the current date. Ombudsmen may choose to adjust
this date to reflect the date an action took place.
2. Use Time Spent (optional) drop down list to select how you spent the time. Focus on
investigation, resolution, and follow-up.
3. Enter a brief description in the Subject to capture the major steps of your casework.
4. Begin journal entry with the date action occurred, if different from Entry Date.
5. Use the narrative box to document action, such as:




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
Indicate a power of attorney or other relevant decision-makers, if applicable
Written or oral consent received from resident, complainant, or legal representative
and if not, reason why
Plan of action
Steps taken to verify and investigate complaint(s)
Consultations with supervisor or state office, if applicable
Attempts to resolve complaint(s)
6. The Completed by field records the author of the Journal entry.
7. Click Add New button to add a new journal entry without closing the screen.
8. Click OK to save the journal record.
ATTENTION!
Time information reported in cases will not be included in NORS reports. Do not
record volunteer time in the cases section. Only MFP case entries require time
information.
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Cases: Activities Section
The Activities section within the case record allows you to add a program activity directly from a
case record. The activity record will be associated with the case, and will also be counted in
NORS reporting.
See Activities Section of this reference for complete guidance on each activity type.
1
2
3
1. Click on the top of any column to sort alphabetically or numerically activities associated
with the case.
2. The Add Activity button opens a new activity window and allows you to enter relevant
information.
a. Activities that may be created within and associated to a case record include:

Facility visit (if, in addition to working on the case you also visit several
residents to ensure all residents have access to an ombudsman)

Facility visit for complaint only

Care or service plan for complaint resolution
b. Other activities may be associated with a case record, see Activities section
overview starting on page 28.
3. Edit or remove an activity to change an entry or no longer associate it with the case;
removing an activity does not delete the entire record—it only removes association with
the case.
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Cases: Attachments Section
Word, Excel, image s (.gif, .jpeg, png), .pdf, and .txt files can be attached to a record.
Files that may be attached to a case include:
 Signed consent forms, if collected
 Copy of power of attorney, letter of guardianship, or other legally authorizing document
 Email correspondence related to the case
 Discharge letter or other records obtained in the investigation
 Emailed report of complaint filed with DADS Consumer Rights and Services
Click the Add Attachment
button to open the
Attachment (New) window
TIP
To attach an email message, you must first save the email as a text (.txt) file. Save documents
for attachment in an easily recognizable folder.
Add Attachment button
Cases: User Fields Section
Cases: Services Section
Cases: Perpetrators Section
OmbudsManager Desk Reference
July 2015
Browse your computer or
network for the file you want
to attach
Not used
Not used
Not used
Long-term Care Ombudsman Program
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Cases: User Field Section for MANAGED CARE Complaints
Cases that include a complaint about a managed care responsibility are documented in the user
field section. To select an MCO, go to the User Field section and click the New User Field
button. Select the MCO that applies to the case.
Once an MCO is selected, click on the Yes/No box and OK to save.
The example below shows how the user field section is used to show which MCO is involved.
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Case Closure
Mark a case as closed on the Overview screen only when none of the complaints within the
case requires further action by an ombudsman and each complaint has a disposition assigned.
To close a case, review the Complaints tab to confirm each complaint has a:
 complaint code
 disposition code (see page 27 for a list of codes)
 open and closed date
 verification status (Verified or Not Verified)

Make sure the Consent Obtained box is checked in all cases that require it.

Include a journal entry to document why the case was closed.

Click the Closed Case box located in the Overview section; this field will become
available only when each complaint has a disposition and verification status, and when
the case has a valid facility name associated with it.

Change the date field, if needed, to reflect the actual date the case was closed.
If required information has
not been recorded the
Closed Case check box
will not appear and the
reason the case cannot be
closed will be displayed
When the case has a valid facility associated with it and each complaint has a complaint code,
disposition, verification status, and dates, the Closed Case check box appears at the bottom of
the Overview section.
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Click on the Closed Case box and the current date and your initials will be entered into the fields
beside it. Select the date the case was closed if it is different than the current date.
NORS Disposition Codes
Choose a category that describes the complaint outcome. If there are two possible choices,
choose the one category that best describes the outcome.
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Regulatory/legislative action: Cases that may be resolved only by governmental order or
enactment of changes in law, regulation, or policy.
Not resolved: The problem identified has not been corrected, or the change made was
not to the satisfaction of the resident. No part of the problem was resolved.
Withdrawn: The complaint was withdrawn by the complainant or resident, or the case
was discontinued at the option of the ombudsman. If a significant portion of the
complaint or problem was resolved prior to the withdrawal, record as “Partially resolved.”
Referred for resolution to another agency: Action by another agency was needed, but
had a negative result. (Code referred cases as resolved, partially resolved, and not
resolved when appropriate).
 Report of final disposition not obtained: Complaint or problem was referred to
another agency for investigation but no report of final outcome was obtained by the
ombudsman. Use this resolution code also for cases where the ombudsman is
unable to determine a final disposition due to the death of a resident.
 Other agency failed to act on complaint: Complaint or problem referred to another
agency for investigation, but no action was taken by the referral agency. The referred
agency’s investigation time frames vary from the ombudsman program.
 Agency did not substantiate complaint.
No action needed or appropriate: The investigation proved no action by the ombudsman
was needed or appropriate. Examples: a family member has an issue which the resident
does not consider an issue; the ombudsman determines the complaint does not relate to
long-term care residents. The findings of the investigation did not indicate a need for
change or require ombudsman intervention. The resident or complainant received an
explanation which satisfied the initial problem.
Partially resolved: The problem was addressed in part to the satisfaction of resident or
complainant, but some part of the problem remained.
Resolved: The complaint was addressed to the resident’s satisfaction. If the resident
cannot communicate his or her satisfaction, the ombudsman may look to the resident’s
legally authorized representative or the complainant to determine the resolution if
consistent with the rights and interests of the resident.
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ACTIVITIES
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Activities
Activities track interactions between ombudsmen, and ombudsmen interactions with facility
staff, residents, and others in need of information. They occur in-person, by phone, mail, or
email.
Classify each program activity by its applicable Activity Type. Record completed dates, time
spent and topics when required, and narrative information as needed. Most work is captured
in OmbudsManager, but not every minute or every action taken is reportable.
Find incomplete activities listed under Pending Activities on the Summary page. Only
completed activities will be counted in reports and performance measures.
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2
1. To open a new activity, click on the Activities tab.
2. Click Add.
Activity Records by Section
As with cases, required NORS elements are highlighted in the color of your choice and marked
with a superscript “N”.

Activity and Residents
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3
1. Choose an activity type from the drop down list to match the activity performed.
2. Enter the name of the person who completed the activity. If two ombudsmen do an
activity together, record the joint activities in one activity record. Enter the lead
person in the “Completed by” field and list the other in the Activity Comments.
NOTE
Entering Continuing education and Initial certification training credit requires entering a
staff person’s name in the Completed By field, then entering each trainee’s name in the
Trainees section of the same record. See pages 48 and 49 for details.
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3. State or Local: local programs report “local;” state office staff reports “state”.
4. Instances: usually “1,” but some entries may have multiple instances. For example,
several care plan meetings attended on the same day or facility visits reported in the
same month by a volunteer can be entered as one activity with several instances to
indicate the number of visits. Multiple facility visits made in the same month by staff
should be entered as separate activities.

Cases: If relevant, associate a case or multiple cases to an activity record.
After selecting an activity type, click the Apply button at the bottom of the window to save
the record and activate the Case buttons.
1
4
Connect a case record to an activity using the following steps:
1. Within the Cases section, click Associate Case Record.
2. Highlight and select the case you want associated with the activity.
3. Click OK to complete the action.
4. Use similar procedures to edit or remove a case.
2
3
1

Location: Enter a location for all activities related to facility visits, facility training and
consultations, care plans, and councils. When applicable, type the first letters of the
facility name in the Facility field, or select the Facility, County, or District where the
activity occurred.
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
Time Spent
Time data is required for:
 Facility visits (volunteers only)
 Monthly TA time to ombudsmen
 Monthly time monitoring/work on
laws, regulations, policy



Training provided to ombudsmen
Continuing education
Initial certification training
2
1
3
1. Due Date (optional): Use for tracking activities as pending on Summary screen.
2. Completed: Use the calendar icon to choose a date when the activity was completed, or
type the date into this field. OmbudsManager defaults to the current date; correct as
needed.
3. Time Spent and Travel Time: Enter time when required (see list above). Volunteer
hours, including travel time entered in activity records, are reported to AoA.

Training and Trainees
Complete the Training section if your program organized training for ombudsmen or
conducted in-service training to facility staff.
1
3
2
1. Select a topic that best matches the primary activity from the drop down list.
2. Enter number of participants
3. Use Trainees section to track Initial certification to ombudsman interns and Continuing
education to certified ombudsmen.

Click the Add Trainee button.

Select names from the list to document training credit earned.
NOTE
The Trainees list is a list of active staff and volunteers in your program. If a name is not
listed, contact the state office staff for help.
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
Consultation
The following activities require a Consultation or Media Topic:



Consultation to facility staff/owner
Consultation to individuals
Work with media (interview or press release)
1
2
3
1. Enter known contact information.
2. Assign a Consultation or Media Topic. Click the Add Topic button to add a
consultation topic. A new window appears. Choose a topic from the drop down list.
3. Enter comments in either the Activity or Topic Comments sections.
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
Attachment(s)
Add attachments relevant to the record.
2
1
1. Click the Apply button at the bottom right-hand side of the popup window.
2. Click the Add Attachment button.
3
4
3. Select a file to attach using the Browse button.
4. Add a description if file name is not specific.

If the document does not attach as expected, hold the Control
your keyboard while clicking the Upload button.
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Activity: Community Education
Report presentations made to community groups, students, churches, etc. as Community
education. Meetings with similar groups may also be counted. To be a reportable activity, the
purpose of the presentation or meeting is to increase public awareness of ombudsman services
and roles, to provide information about long-term care services and issues, to represent resident
interests, or to recruit volunteers for the long-term care ombudsman program.
1
2
1. (Optional) Enter a topic and the number of people who attended the event. An estimated
count is acceptable.
2. Indicate details about the event such as the group, subject, or other narrative summary.
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Activity: Consultation to Facility Staff / Owner
Report information provided to facility managers and/or staff, such as procedures to notify a
resident of a transfer or discharge, outside services, resident rights information, regulations, or
the role of an ombudsman as a Consultation to facility staff/owner.

Multiple consultations in the same facility on the same visit can be summarized in one
record with the number of instances and topics.


Do not record discussions to investigate or resolve complaints as a Consultation.
Record consultations about managed care as a MC activity; see page ___
1
2
2
3
2
4
1. Select the activity and enter the certified ombudsman who provided the consult.
2. Select the facility to which the consult pertained.
3. Add known contact information and one or more topics.
4. Record summary information in Activity Comments as needed or include Comments with the
topic description.
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Activity: Consultation to Individuals
Report information and assistance or consultation provided to people who are not facility staff as
Consultation to individuals. Report assistance provided on a range of issues including choosing
a home, resident care, resident rights, quality of life, family issues, culture change, the role of an
ombudsman, and volunteering.

Enter a separate activity for each inquiry or request. If you consult with individuals after a
community education session or council meeting, enter a Consultation activity in addition to
the community education or council meeting.

If an initial consultation escalates into a complaint, open a case and pursue investigation.
Do not report discussions about an open case as a consultation.
1
4
2
3
2
1. Select the activity and enter the certified ombudsman who provided the consult.
2. Enter facility where the person lives or to which the information pertains.
3. Add topic discussed; include details in Comments. Record known contact info.
4. If a consultation later evolves into a case, associate the case with the consultation. Once a
case is opened, record actions as case journal entries.
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Activity: Managed Care Consultation to Individual or Facility Staff
NOTE
This activity applies only to work by a certified ombudsman that is not complaint-related
and relates to information and education about managed care organizations and services.
Enter a Managed Care Consult to an Individual for questions and advice offered to residents,
families, friends, or other people who do not work for a long-term care facility.
Enter a Managed Care Consult to Facility Staff for managed care inquiries and other education
provided to employees and contractors of a long-term care facility.
1
2
3
R
e
c
o
r
1. Select the MC consult facilityd staff or MC info to resident activity, and enter the ombudsman
who provided the consult. k
2. Enter facility where the person
n lives or to which the information pertains.
o include details in Comments. Record contact info.
3. Add topic of “Managed Care;”
w
4. If the consultation later evolves
n into a case, associate the case with the consultation. Once a
case is opened, record actions
c as case journal entries.
o
n
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July 2015
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a
c
Activity: Facility Visit and Facility Visit for Complaint Only
Facility Visit: Complete for an on-site visit that is not solely complaint related. The visit is
purposeful, resident-directed, and heightens visibility and accessibility of long-term care
ombudsmen to residents. For volunteers, enter number of visits during one month to the same
facility in the Instances field, contacts, and total time to capture donated hours.
Facility Visit for Complaint Only: Complete for an on-site visit associated with, and while
working on, a case related to a resident. This type of visit does not count toward the
performance measure of providing regular coverage to facilities.
1
2
4
3
4
5
1. Select either Facility visit or Facility visit for complaint only.
2. Select the certified ombudsman who visited. If two ombudsmen visit together, enter only one
activity record and document the second name in Activity Comments.
3. Select the nursing home or assisted living facility visited.
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4. For volunteers, record Time Spent, Travel Time, and contacts from monthly report.
5.
Enter general conditions or issues for a historical record of facility conditions.
Activity: Fair Hearing Attended and Guardianship Hearing Attended
Fair Hearing Attended: Complete after attending a fair hearing related to nursing home
discharges or Medicaid denial either in-person or by phone.
Guardianship Hearing Attended: Complete after attending any hearing associated with
guardianship proceedings, including appointments, removals and restoration of capacity.
1
2
3
4
1. Select the appropriate type of hearing attended.
2. Select the person who attended the hearing; if more than one ombudsman attended, enter
additional names in Activity Comments.
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3. Enter the date the hearing occurred.
4. Select a Consultation Topic and document relevant details in Activity Comments.
Activity: Family Council Attended or Resident Council Attended
Report when an ombudsman attends a group meeting of family members, friends, or legal
guardians of residents, or after attending a resident council meeting.

If consultation is provided before or after the meeting, add a separate activity for
Consultation to individuals or Consultation to facility/owner.
1
2
3
4
1. Select the type of council meeting attended – resident or family.
2. Select the ombudsman who attended; if more than one ombudsman attended, make note of
additional attendees in Activity Comments.
3. Select the facility associated with the council meeting.
4. Add Activity Comments to record discussions, note agenda items, and attendee information.
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Activity: Legal Services Coordination
Complete for legal services coordination activities on behalf of residents. Such activities
include referrals to or communications with Texas Legal Services Center, state or regional legal
aid services, ombudsman program or contracted ombudsman program attorneys, other nonprofit legal organizations and pro bono attorneys, as well as coordination with AAA benefits
counselors if such coordination is for legal assistance.

If legal services coordination is needed to work to resolve a complaint, also document in
a journal entry and associate this activity with the case. If the coordination activity is not
associated with a case, the activity can stand alone.
1
2
3
1. Select the person who assisted in connecting the resident with a legal resource.
2. Add one or more topics in the Consultation section; enter known contact information.
3. Use the Comments field in Topic or Activity Comments areas to document details.
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Activity: Media (Interview) or Media (Press Release)
Media (Interview): Complete after you present information about the ombudsman program and
long-term care through interviews or discussions on radio, television, newspaper, electronic
media, and other venues.
Media (Press Release): Complete when you issue a press release. Report only one activity
when you send the same release to several media outlets.
1
2
3
4
1. Select either Media (Interview) or Media (Press Release).
2. Select the person who was interviewed or issued the press release.
3. Select the best media topic to describe the inquiry; enter reference information and update
with outcomes in Activity Comments.
4. Attach the article, press release, list of venues contacted, or other related documents.
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Activity: Survey Participation
Complete for initial surveys, complaint surveys, and CMS surveys in which an ombudsman
participated. Participation includes pre-survey exchange of information, attendance at resident
group interview or exit conference, or in-person contact with a surveyor while on-site for the
survey.
 Do not report more than one activity for the same survey.

If participation is on-site at a facility and the ombudsman visits residents as a part of a
routine visit, enter a separate activity to report the Facility visit.
1
2
3
4
1. Select the certified ombudsman who participated; if more than one person participated,
select the primary participant in Completed By and note others in Activity Comments.
2. Instance field should remain “1” for the same survey activity.
3. Select the nursing home or assisted living facility surveyed.
4. Enter reference information in Activity Comments.
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Program Activity: Training for Facility Staff
Report in-service or other training provided to nursing home or assisted living facility staff.
1
2
3
4
5
1. Select the ombudsman who provided the training; if other ombudsmen assisted, note in
Activity Comments.
2. If the same training was provided to distinct groups of participants across multiple shifts,
enter the number of times the training was delivered in Instances; otherwise enter “1.”
3. Select the facility where the training occurred. If training occurred at a central location, note
the location in Activity Comments.
4. Select a Topic that best describes the training. Enter the number of facility staff trained in
Number of Participants.
5. Enter reference information in Activity Comments.
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Activity: Training Provided to Ombudsmen
Report training you provide to ombudsmen and ombudsman interns. For initial certification, use
state-developed materials. For continuing education, only report training your program conducts
live (not mailed materials or announcements of webinar training you do not host). Recognition
activities may be reported as training if volunteers receive substantive training content.

Note: This activity corresponds to Initial certification and Continuing education activities.
1
2
4
3
5
6
1. Enter the staff ombudsman responsible for organizing the training.
2. Enter the length of the training and date the training was completed.
3. Select a Topic that best describes the activity and indicate Number of Participants.
4. Leave Trainees blank in this activity.
5. Describe training and note trainers.
6. Attach an agenda and sign in sheet as supporting documentation.
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Corresponding Entries to Training Provided to Ombudsmen
Activity: Initial Certification Training
Document training from the Initial Certification Manual earned by an ombudsman intern as Initial
Certification Training.
1
2
3
4
1. Enter the trainer’s name.
2. Enter the length of the training and date the training was completed.
3. Select Initial certification as the training topic and enter Number of Participants.
4. Click Add Trainee and select the names of people who attended; add all trainee names into
one activity record.
NOTE
All webinar and in-person training conducted by the state office is entered as a state
office activity. Staff ombudsman attendance at these events is entered by state office staff
in your program database.
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Corresponding Entries to Training Provided to Ombudsmen
Activity: Continuing Education
Document continuing education credits earned by a certified ombudsman and interns as
Continuing education. Twelve hours of annual education, or prorated as applicable, is required
to maintain certification.
1
2
3
4
5
1. Enter the trainer’s name or name of staff self-reporting.
2. Enter the length of the training and date the training was completed.
3. Select the best training topic, using “Level 2 certification” for advanced training to
certified ombudsmen. The Number of Participants should correspond to the number of
Trainee names entered.
4. Click Add Trainee and select the names of people who attended; add all trainee names
into one activity record.
5. Attach relevant supporting documentation.
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How to Enter Self Study Training Credit for NORC Online Curriculum
Activity: Initial Certification Training
Document initial training credits earned by accessing the National Ombudsman Resource
Center (NORC) online basic curriculum training course as one self-study activity. Up to 9 hours
of credit can be earned by completing each of the five modules, including quizzes. NORC online
courses are pre-approved. Do not also report as “training provided to ombudsmen.”
1
2
3
4
5
1. Allow the enterer’s name to default.
2. Enter the total length of the training and date the training was completed.
3. Select “Initial Certification Training” as the topic.
4. Click Add Trainee and select the name of the person who completed training.
5. Specify the modules completed in the training comments with the approved hours of
credit per NORC instructions (as shown).
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Monitoring Records
Monitoring Records: Cases
Periodically monitor records for data entry errors, out-standing open cases, and missing or
incomplete records.
Start by formatting columns to set the list view to show pertinent columns.
Cases List View: Opened, First Action, and Closed dates demonstrate compliance with
responding to complaints within two business days.
Search for open cases by filtering the Completed column for “No.” Only closed cases are
reported to AoA.
In individual case records, monitor for compliance with disclosure requirements by reviewing
for “Consent obtained” check marks in records. See page 17 for guidance.
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Monitoring Records: Activities
Activities List View: Monitor for NORS compliance.
1. Only completed activities are reported to AoA and counted in performance measures.
2. Time Spent must be entered in Training, Volunteer entries (Facility visits), and Monthly
entries.
3. Topics must be selected for Consultations, Training provided, Continuing education, and
Initial certification.
Start by formatting columns in Activities list view.
In list view, sort time spent and travel
to locate unusual entries. Correct as needed.
54000 min =
900 hours;
needs
correction!
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Monitoring Records: Continuing Education
Activities List View: Monitor for completion of 12 hours annual continuing education.
1. In list view, click the format columns link and move the following items to Current
Columns. Click OK.
1
2. In list view, click on Date Completed filter icon. Set for fiscal year date range and click
Apply.
2
3
3. In list view, click on Activity filter icon. Type “continuing.” Click Apply.
4. Print or export grid to generate a report.
4
5. If list is too long, filter Staff Name by a single name or letter of the alphabet to shorten
results. Update by name or letter of the alphabet to generate the next set of results.
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Additional Tabs
The Facilities, Residents, Complainants, Perpetrators, and Facility Owners tabs allow you
to view and manage information that appears in fields on Case and Activity records. Resident
and Complainant records are created in Cases but can be edited in the case record or through
the Resident and Complainant tabs.
On the menu bar, click a specific tab to view the contents. Choices include:





Facilities – users may edit any existing record
Residents – users may edit and add records
Complainants – users may edit and add records
Perpetrators (not used)
Facility Owners – users may edit any existing record
Click on a column header to sort alphabetically or numerically, such as Facility Type to sort the
list in the Facilities tab.
TIP
Use the Format Columns link to adjust the headings in each tab. This strategy can help with
searches for data entry errors, and to find missing data at a glance. Combine this strategy with
filtering to locate records.
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REPORTS
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Reports
Reports are organized into five Report Categories: Cases, Activities, Facilities, Staff, and
Mailing Labels. Within each Report Category, there are Report Templates designed to report
on specific subject areas. The templates cannot be changed, but the manner in which the data
is presented can be customized.
Running reports helps you to analyze data and identify trends. Printing and retaining hard
copies of reports is not necessary unless required by your organization.
The Harmony OmbudsManager Reports Screen is comprised of three panes:
1. The Report Tabs at the top of the screen show Report Categories in a tabbed view.
The first tab, My Saved Reports, is used to access the logged in user’s saved Report
Definitions.
2. The Report Template pane displays the name and description of each available
report.
3. The Report Definition list displays all saved, user-customized reports built from the
highlighted Report Template. To view the saved Reports Definitions, click on the plus
(+) sign to the left of each report to expose the list.
4. To hide a list, click on the minus (-) sign.
1
2
4
3
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How to Run Reports
1. Click a Report Category, such as, Cases.
2. Double click on a report to open the Report Definition screen.
1
2
3. Select yes to Print Parameters Page.
4. Select report filters, such as facility, staff, only volunteers, and date.
5. Click Print Preview and review the report.
6. Click Back to edit filters as needed. After editing the report definition, click Print Preview
to refresh the report results.
7. To print, click the print icon
hand corner of the report.
or to export, click the export icon
at the top left-
Report definition page:
5
3
4
NOTE
Saying yes to Print Parameters Page allows you to view the changes you made to any of
the preset parameters in a report. This is helpful if you need to confirm how you ran a
report or to duplicate the report again. The preset parameters will not show up on the
Parameter Page.
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6
Print preview page:
7
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Setting Standard Reports
Create and save reports for monitoring performance measures, to identify trends, and to check
for and correct data entry errors. Annual reports should be run using the state fiscal year, with
the exception of the NORS Facility Visits report for AOA compliance.
Because local programs only have access to their program’s data, ignore the Programs report
filter. Only your program’s data will display.
Cases - To monitor for casework, sorted by ombudsman:
1. Summary Report on Cases and Complaints, group by “program staff” – use
for annual monitoring of casework
2. Ombudsman Complaint Summary – use for monthly monitoring of casework
To monitor program outcomes and trends:
1. Complaint Analysis by Complaint Code – look for overall trends
2. Complaint Analysis by Facility – look for facility-specific trends
See page 57
3. Complaint Analysis by Complainant Role – track resolution rate
To monitor cases that cannot be closed:
1. Open Complaint Listing by OMB
2. Missing Complaint Information
Program Activities - To monitor for a range of program activities:
1. Summary Report of Completed Activities
2. Program Activity Report
See page 58
To monitor for volunteer and staff activity:
See pages
59 - 60
1. Active Ombudsman – quarterly and annual performance measures, Sept 1Aug 31
2. Monthly Volunteers Not Reporting – track for low activity and decisions to
deactivate volunteers
To monitor for compliance with: 1. AoA and 2. state performance measures:
See pages
61 - 62
1. NORS Facility Visits, Oct 1 to Sept 30, set to “show facilities without visits”
and group by Facility Type – reported to AoA as providing regular coverage
to facilities when quarterly visits are completed
2. NORS Facility Visits, set to “show facilities without visits” and group by facility
type – used for calculating performance measures, Sept 1- Aug 31.
Training Requirements - To monitor for Initial and Continuing Education
See pages
65 - 66
1. Ombudsman Training Activity Report, use state fiscal year, Sept 1 – Aug 31
2. Ombudsman Training Activity Report, run when initial certification is first
completed; print for permanent certified ombudsman file
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Report: Cases

Complaint Analysis by Complainant Role
Monitor program performance measure for resolved and partially resolved complaints.
In reports, navigate to the Cases tab and double-click on the report.
1. Enter dates, such as the state fiscal year to monitor resolution rates for the year.
2. Group records by “facility type” or other options, including no grouping.
1
2
To calculate resolution, add resolved and partially resolved, then divide by complaints closed.
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Reports: Overall Activity

Summary Report of Completed Activities
This report displays a brief summary of activities.
1. Under Report Filters, enter a Start Date and End Date.
2. If Volunteers Only? is set to “yes,” only volunteer records will be included in results.
3. Summarize Report Data by “program” or “county.”
4. Specify activities to show or leave as “any” to see all reported activity.
1
2
3
4

Program Activity Report
This report is displayed in charts that include time spent and travel time. It can be used to
calculate donated volunteer hours for in-kind match.
1. Enter date range. To calculate volunteer match, enter month or other time frame.
2. Set Volunteers Only? to “yes.”
1
2
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
Active Ombudsman
This report is used to report on the active certified ombudsman performance measure, based on
state fiscal year data.
1. To create a report for the year, indicate the year in the title.
2. Enter date range.
3. Report defaults to show ombudsman name, ombudsman with reported activities, and
report only certified names.
1
3
2
3
4
TIP
To calculate volunteer match, enter month or other time frame and report on
volunteers only by selecting “yes” next to the Volunteers filter above.
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4. Only certified ombudsmen with regular visits can be counted active for
performance measures. Activities include all types of facility visits.
4
TIP
You can also use this report to track volunteers who do not have routine activity.
Change Results to Show to “Ombudsman with no reported activities.”
Example Active Ombudsman Report:
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Reports: Facility Visits

NORS Count of Facility Visits report (federal fiscal year)
Routine visitation ensures all residents have access to an ombudsman. AoA requires at least
quarterly visits, not made solely in response to a complaint, to a facility in order to report it as
receiving regular coverage. This number must be tracked and reported by federal quarters.
1
2
3
4
1.
2.
3.
4.
Enter the first and last day of a federal fiscal year, Oct 1 - Sept 30
Group by Facility Type
Count visits by instances so that complete volunteer reports are counted
For Facility Status, choose Active Facilities to see only visits to open facilities, or All to
see visits to open and closed facilities.
OPTIONS: To run reports for ALFs and nursing homes separately, select only the facility types
you want to show, such as “nursing facilities” in the Facility Type filter. For ALFs, select each of
the three ALF types and continue to Group records By Facility Type to sort by A, B, and C, etc.
TIP
You can also run this report with dates and no other filters to find facility visit entries
that do not have a facility identified. These will show under “unknown facility” or
similar. Then find the records in activities and correct them, or ask the state office to
delete duplicates for you.
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Example NORS Count of Facility Visits Summary Report:
In this example, the annual report is run in mid-April and all nursing homes were visited at least
quarterly in the first two quarters of the federal fiscal year. If regular visits continue, they will be
reported to AoA and meet state performance measure requirements.
TIP
Run this report every month to track compliance with performance measures (PM) and ensure
residents have routine access to an ombudsman.

NORS Count of Facility Visits report for ALF PM’s (state fiscal year)
1.
2.
3.
4.
Enter the first and last day of a state fiscal year, Sept 1 – Aug 31
Group by ALF Facility Types
Count visits by instances so that complete volunteer reports are counted
For Facility Status, choose Active Facilities
2
1
1. ALF PM unduplicated visits
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2. ALF PM total number of visits
Long-term Care Ombudsman Program
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Reports: Volunteers

Volunteer Report on Activities
This report can show detail of volunteer activity based on the time frame you select. In this
example, filters are set to include volunteers whether or not they are still active or certified.
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This is an example result.
Depending on how you set the time frame and filters, the report can also show retention and
turnover rates of volunteers. Here’s an example of turnover, shown at the end of a report set to
show two years’ worth of volunteer activity:
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Long-term Care Ombudsman Program
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Reports: Annual Continuing Education

Ombudsman Training Activity Report
This report is based on any activities created with a staff or volunteer entered in the “Trainee”
field. Use this report to track compliance with 36 Initial Certification and 12 annual Continuing
Education hours. See example settings below:
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Example result of Continuing Education report:
TIP
Select “yes” for a page break for each ombudsman, print results, and file with the
ombudsman’s certification file for a record of each ombudsman’s compliance with
annual continuing education hours and for a record of initial certification training.
Reports: Initial Certification Training

Ombudsman Training Activity Report
As soon as initial certification training is entered and a new staff or volunteer is certified, run the
report with the name of the newly certified ombudsman. Print the results and file with the
ombudsman’s certification file for a permanent record of initial certification training and
compliance with 36 minimum hours of initial certification training.
Initial certification training includes classroom time, shadow visits with an experienced certified
ombudsman, and limited self-study and reading credit. See policy manual for detail.
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Help
Sources of Help:
1. Click on Help at the top of any web page in OmbudsManager.
2. Enter a subject in the Search box. Review the results.
3. Click on the link that best addresses your question. Follow instructions provided or try
another search result.
4. If you cannot find an answer to your question in the Help link, consult the
OmbudsManager Desk Reference.
5. Contact by phone or email any state office staff for help not found in your search.
Technical Assistance for OmbudsManager
Refer general questions regarding use of the OmbudsManager software and data entry to your
managing local ombudsman or call the state office.
For technical issues, report to Harmony at [email protected]. When Harmony support
staff receives the request, Harmony support staff will contact you directly for additional
information or to provide direct technical support.
If an error message occurs, notify the state office.
TIP
Create a folder labeled “OmbudsManager” to save screen shots of error
messages.
1. Capture a screen shot of an error message by following these steps:

With the error message on the screen, press the Print Screen key located
at the top of your keyboard (to the right of the F1 - F12 function keys).
This will capture an image of the entire screen.

Open a new Microsoft Word document or new email message.

Place the cursor in the new document, right click the mouse and select
Paste. Alternatively, place the cursor in the new document and click on
the Paste icon.

Add a short description above the pasted image indicating what you were
attempting to do when you received the error message. A step-by-step
description of what you did immediately prior to receiving the error
message will help the technical support staff recreate and troubleshoot
the error.
2. Email the information to the state office.
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