Ombudsman programs and Older Americans Act Performance System (OAAPS): Technical Documentation and Training Resources


The Administration for Community Living (ACL)/Administration on Aging (AoA) has redesigned the National Ombudsman Reporting System (NORS) data collection and reporting in order to increase reliability and accuracy of the data, simplify codes and number of data elements, and streamline reporting by state Long-Term Care (LTC) Ombudsman programs. The revised NORS data collection is effective October 1, 2019.


The new reporting tool is the Older Americans Act Performance System (OAAPS). ACL/AoA will use OAAPS to monitor performance data and collect information from state LTC Ombudsman programs as required by the Older Americans Act (OAA); and 45 CFR §1324.21(b) (1) and (b)(2)(v) state LTC Ombudsman programs will submit their annual NORS report in the OAAPS using a required template to upload their case and complaint data. States will have the option of using the program activity template, labeled as “All Other Data” to enter remaining numeric data or they many manually enter this data. The OAAPS is complete and available to users.


The resources and links below includes the revised NORS data collection Tables 1-3 (OMB Control Number 0985-0005) technical documentation comprised of definitions and crosswalk descriptions of new and old data elements and upload templates and training resources such as presentations and webinars.

Revised NORS Data Collection effective October 1, 2019
Technical Documents

The upload template is a file structured to allow the importing and/or uploading of data into OAAPS. The only change permissible to this file is the addition of actual data. All files uploaded into OAAPS will undergo a template check to ensure the correct template is used. If the template is correct, OAAPS will perform format validations to ensure the data uploaded adheres to the rules defined for each data element. Please Note: The column headings and order may NOT be changed. OAAPS software supports uploads using the following file types: (.csv), (.xlsx), and (.xml).


Sample data files are provided to illustrate proper usage of the upload templates.

Data Type   File Type   Last Update   Downloads
Case and complaint data   CSV   11/12/2018 at 11:02 AM   Blank template  Sample file
Case and complaint data   XLSX   11/12/2018 at 11:02 AM   Blank template  Sample file
Case and complaint data   XML   11/12/2018 at 11:02 AM   Blank template  Sample file
All Other Data   CSV   11/12/2018 at 11:02 AM   Blank template  Sample file
All Other Data   XLSX   11/12/2018 at 11:02 AM   Blank template  Sample file
All Other Data   XML   11/12/2018 at 11:02 AM   Blank template  Sample file

The following documents provide guidance on data elements for creating the upload files.

Data Type   Last Update   Downloads
Case and complaint data   6/29/2018 at 11:02 AM   Instructions
All Other Data   6/29/2018 at 11:02 AM   Instructions

Training Documents and Resources

Training documents and resources for the NORS are available at the following website: The National Long-Term Care Ombudsman Resource Center, https://ltcombudsman.org/.