A. The state ombudsman shall ensure that office staff, including volunteers and other representatives of the office, are trained in:
(1) federal, state and local laws, regulations and policies with respect to long-term care facilities in the state;
(2) investigative techniques; and
(3) such other matters as the agency deems appropriate.
B. The state ombudsman shall develop procedures for the certification of ombudsmen.
C. No officer, employee or other representative of the office shall investigate any complaint filed with the office unless such person is certified by the office.