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Long-term Care Ombudsman Program Advisory Committee Meeting Agenda




Wednesday, May 27, 2020

1:00 pm – 3:00 pm

Topic: Office of the State Long-term Care Ombudsman Advisory Committee

Time: May 27, 2020 01:00 PM Central Time (US and Canada)

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Meeting ID: 957 0294 7237

1 (669) 900-6833 Participant code 95702947237

I.  CALL TO ORDER and Introductions

  • Roll Call

    Anne Davis                                Via Zoom Teleconference/videoconference
    Esther Houser                           Via Zoom Teleconference/videoconference
    Trish Emig                                  Via Zoom Teleconference/videoconference
    Paul Needham                          Via Zoom Teleconference/videoconference
    Dr. Germaine O'denheimer    Via Zoom Teleconference/videoconference
    Ruth Tatyrek                             Via Zoom Teleconference/videoconference
    Mary Brinkley                           Via Zoom Teleconference/videoconference


  • Approval needed for the February 5, 2020 minutes
    • Minutes are available in the attachments section


  • Staff (Attachment A)
  • Volunteers (Attachment B)
  • Complaints (Attachment C)
  • COVID-19 
    • Delayed Ombudsman response policy(Attachment D Part I)
    • CARES Act funding(Attachment D Part II)

IV.  Public Comment**




September 3, 2020

1:00 PM TO 3:00PM

Location to be determined

*Possible Action Items
** Public Comments are limited to 2 minutes per person


Minutes from 2/5/2020


February 19, 2020 Meeting Report

MEMBERS PRESENT:Paul Needham, Public @ Large-Individual over 60; Ruth Tatyrek, Public @ Large-Individual over 60; Tom Lucas, Public @ Large-Individual over 60; Esther Houser, Public@Large-Individual over 60; Mary Brinkley, LeadingAge OK; Trish Emig, Silver haired Legislature.

MEMBERS ABSENT:Germaine Odenheimer, MD; Anne Davis PhD, RN – Oklahoma Nurse Association.

STAFF PRESENT:William Whited, State Long-Term Care Ombudsman; Tony Fullbright, Deputy State Long Term Care Ombudsman; Gerri Randolph, Ombudsman Program Manager; Sherra Belk, Ombudsman Program Manager; Michelle Goins, Ombudsman Program Manager.


Call to Order:
Mr. Bill Whited called the meeting to order at 1:05 pm. There are (6) six members present.  Quorum has been met.

Approval of Minutes:

Mr. Bill Whited begins with the approval process for the December 5, 2019, meeting minutes and the approval for the February 19, 2020, AGENDA.  The December 5, 2019 meeting minutes was moved for approval by Ms. Esther Houser and Dr. Tom Lucus 2nd the motion.  The minutes were approved by unanimous vote.

Approval of Agenda:

The February 19, 2020 AGENDA was moved for approval by Dr. Tom Lucus and Ms. Esther Houser 2nd the motion. The agenda was approved by unanimous vote.

Ombudsman Staffing Update:

Mr. Whited presented the following program staff update:  Ms. Marti Springer has retired. Mr. Bill Whited explained the "Blue Sheet" with program data will be going away. This will be replaced with information directly from our OmbudsManager documentation system. The information provided to the committee will not change, only the format. Mr. Bill Whited announced that the third Program Manager position was filled with Ms. Sherra Belk. She was previously an Ombudsman Supervisor with COEDD. Ms. Sherra Belk will have management over 5 Area Agencies on Aging (AAA's) that employ 9 Ombudsman Program Supervisors. Mr. Whited explained this will bring an overall ratio of 1:9 in regard to supervision for each Program Manager.

Ms. Sherra Belk will supervise Ombudsman Supervisors housed at INCOG, NWPSA, SWODA, LTCA-E, and ASCOG. Ms. Gerri Randolph will supervise Ombudsman Supervisors housed at Grand Gateway, KEDDO, SODA, and EODD. Ms. Michelle Goins will supervise Ombudsman Supervisors housed at Areawide Agency on Aging and COEDD. There is currently only one open Ombudsman Supervisor position in the program. This is a vacancy at INCOG. Interviews have been scheduled. Mr. Whited mentioned that EODD has a new supervisor hired and she (Ms. Gina Elliott) is a previous Ombudsman from Kansas. She appears to have a wealth of knowledge about the Ombudsman program. Mr. Whited explained that two new supervisors have been hired at Areawide. Ms. Marti Springer (who retired from the State) is now working as an Ombudsman Supervisor at Areawide. Ms. Kelli Johnson was also hired as an Ombudsman Supervisor at Areawide. Areawide Agency on Aging now has 7 filled Ombudsman Supervisor positions. The vacant Ombudsman Supervisor positions at COEDD have been filled. Ms. Michelle Owens and Ms. Laura Coley have accepted the positions. Mr. Whited also advised that SODA has filled a vacant Ombudsman Supervisor position. Ms. Julie Mcbride has accepted the position. ASCOG has hired two Ombudsman Supervisors. Mr. Malcomb Hutchinson and Mr. David Sexton have accepted these positions. Mr. Bill Whited mentioned that Mr. Malcomb Hutchinson was a retired educator and has a PHD and Mr. David Sexton is a retired military services member.

Volunteer Recruitment:

Mr. Whited states there are currently 77 volunteers in the Ombudsman Program. The State Office staff have received Criminal Background Check training and the Program Managers now are responsible for running background checks for new supervisors, as well as volunteers.

Mr. Bill whited explained the process on how to become a volunteer to the committee. The volunteer count of 77 was discussed. Mrs. Mary Brinkley commented on the drop of volunteers from the 200's in the past to 77 currently. Mrs. Mary Binkley inquired on who is responsible for improving the number. Mr. Bill Whited advised that with low staffing in the State Ombudsman Office until the recent program manager hires, the office was falling behind on this process. Mr. Bill Whited advised that with three program managers in place at this time, the responsibility of volunteer recruitment will fall upon them equally and not placed upon one program staff. This should help focus for improvement in the recruitment area. Mr. Bill whited advised that our office is working on a MOU with RSVP to see if this could help improve volunteer numbers. Mr. Bill whited stated he plans to meet with the agency and work out steps to potentially find more volunteers. There was discussion on how volunteerism is viewed by different age groups.

New Business:

Mr. Bill Whited explained that he is currently working on the federal report at this time. He advised that the data report often involves numerous question and answers to complete the process. Transfer and discharge issues remain the Oklahoma State Ombudsman Program's number one issue. Mr. Bill Whited advised that the Oklahoma State Ombudsman Program is currently resolving 57% of the transfer and discharge complaints our office received during the last calendar year. Mr. Bill Whited discussed lack of Memory Care requirements/guidelines in Oklahoma. Mr. Whited stated he is participating in a work group with the State Department of Health and this is being examined and efforts made to resolve this.


Ruth Tatyrek moved to Adjourn and Dr. Lucas 2nd the motion.  The meeting Adjourned at 3:00pm by unanimous vote.

Next meeting:

Next Meeting: Will be April 2, 2020 at Aging Services, 50 NE 23rd Street, OKC, OK  73105-3002 at 1:00pm in the Roy Keen Conference Room.

Attachment A:

Ombudsman Staffing Report

Association of South Central Council on Government (ASCOG)

David Sexton

Malcolm Hutchinson,

Areawide Agency on Aging (Areawide)

Patricia Shidler

Erin Davis                                                          

Natalie Bingham

Cynthia McWilliams

Freda Hill,

Martha Springer

Kellie Johnson

Central Oklahoma Economic Development District (COEDD)

Vacancy 1- not currently posted

Vacancy 2- not currently posted

Eastern Oklahoma Development District (EODD)

Scott Harding

Gina Elliott

Grand Gateway Economic Development Authority (GGEDA)

Lahona Young

Shelly Ferris

Kiamichi Economic Development District of Oklahoma (KEDDO)

Renee Johnson

Shawnna Nixon

Long Term Care Authority of Enid (LTCAE)

David Huff

Julie Torson

North West Planning and Service Area 11 (NWPSA11)

Jerome Thomas

Southern Oklahoma Development District (SODA)

Tiffany Wingfield

Rebekah Williams

Julie McBride

South Western Oklahoma Development Authority (SWODA)

Cherrie Nutley

Indian Nation Council on Government (INCOG)

Leslie Smiley

Bill Waggoner

Vacancy, Interviews conducted but no start date has been set

Attachment B:

Volunteer Report

There is Currently 71 Designated Volunteer Ombudsman. All facility visitations are currently restricted and volunteers are being provided COVID related information via e-mail and telephone calls from their Ombudsman Supervisors. All new volunteer trainings have been cancelled and will resume when it is declared safe to do so.

Attachment C:

Complaint Report

Cases Opened Cases closed Total Cases NF Cases BC Cases Other Cases Complaints NF Complaints BC Complaints Other Complaints
Ombudsman cases and complaints summary
FFY 2020 to date Reporting for cases opened or closed between 10/01/2019and 05/19/2020
Office of the State Long Term Care Ombudsman 1,147 931 1,299 1,165 130 4 1,885 1,692 192 1
Total 1,147 931 1,299 1,046 130 4 1,885 1,692 192 1
FFY 2019 Reporting for cases opened or closed between 10/01/2018and 09/30/2019
Total for Cases Reported 1,887 2,112 2,112 1,901 207 4 3,209 302 4
Total 1,887 2,112 2,112 1,710 207 4 3,209 2,903 302 4

Attachment D:

Part I, Delayed Ombudsman Response Policy

340:105-11-237.2. Complaint investigation timeframes

Issued 9-15-17

(a) All complaints investigated by a designated ombudsman require a face-to-face visit with the resident the complaint involves.  The time frames for the initial attempt at a face-to-face visit must occur within five business days of the receipt of the complaint unless:

   (1) the complaint includes an allegation of abuse, neglect, or exploitation; then the time frame for initial face-to-face contact with resident occurs within three business days; or

   (2) the complaint involves an actual or threatened discharge from a facility, the time frame for initial face-to-face contact with resident is no later than the last day the resident has a right to appeal the discharge or within five business days, whichever comes first.

(b) There is no time frame for the determination of the final disposition of a complaint but it is determined when the ombudsman has enough evidence to complete the investigation.  In the event the final disposition of a complaint exceeds 90 days, the Ombudsman representative assigned to investigate the complaint submits the case to the Ombudsman or Deputy Ombudsman for review and the reason the case will remain open is documented in the case record.

(c) In rare instances weather, illness, or other unforeseen, serious circumstances may delay on-site investigation.  When a delay occurs, the ombudsman representative consults with and seeks consent from the State Long-Term Care Ombudsman or deputy ombudsman to:

   (1) initiate a phone response.

      (A) Contact with the resident and/or the complainant is attempted.

      (B) Resolution of the complaint may be sought, in accordance with the resident's wishes, through phone calls to persons that may be able to resolve or mitigate the situation, such as the facility administrator, facility staff, or another agency;

   (2) complete comprehensive documentation regarding the cause(s) for delay and the response to the complaint in:

      (A) hard copy case notes, when used;

      (B) electronic documentation, such as a journal entry titled, "Delayed Response" documenting the:

            (i) follow-up date;

            (II) delaying factor(s); and

            (iii) steps taken to resolve the complaint;

   (3) an on-site visit follow-up with the resident is required even when the complaint was resolved by phone.  The follow-up visit occurs immediately following the unforeseen circumstance; and

   (4) complete the follow-up visit with comprehensive documentation in:

      (A) hard copy case notes, when used; or

      (B) electronic documentation, such as a journal entry titled, "Delayed Response" documenting the         ;

            (i) follow-up date;

            (ii) any remaining issues or additional complaints to be resolved; and

            (iii) resident's satisfaction with the resolution.

Part II, Cares Act Funding

The Oklahoma Office of the State Long-Term Care Ombudsman has been awarded additional Title VII funding through the CARES Act. The total award for the program is $226,140.00. The funding must be expended no later than 09/30/2021. The funding is intended to assist Ombudsman programs in the response to the COVID-19 crisis. A portion of that funding will be distributed to the Area Agencies on Aging and a portion will be utilized by the Office of the State Long-Term Care Ombudsman. Ideas for usage include but are not limited to the purchase of personal protective equipment (PPE), training for the use of PPE and infection control for both paid staff and Ombudsman volunteers. The Ombudsman Advisory committee may be asked for assistance in developing a plan for utilization of the funds and the development of training for the staff and volunteers.

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