Training Information

Training Name

Complaint and Incident Intake Triage Overview (CIIT_OV)

Activity Code


Training Description

The CII Triage Overview (Chapter 5—Complaint Procedures Updates) Training is intended to develop and refine CMS and State Survey Agency surveyor skills, foster understanding of the updates to Chapter 5—Complaint Procedures of the State Operations Manual (SOM), and enhance surveyors’ overall ability to recall and comply with the changes to Chapter 5. This training is targeted to surveyors of nursing homes.

Training Objectives: On completion of this training, you will be able to identify:

  • The background and significance of updates to complaint procedures.
  • The importance of investigating and resolving complaints.
  • Changes in the updated sections in Chapter 5—Complaint Procedures of the SOM.

Training Duration: 4 hours

Completion Requirements: This self-paced training includes a mandatory pretest, one learning module, a mandatory posttest, and a CMS-approved training evaluation. Both the posttest and the evaluation must be completed to generate a certificate of completion. To pass the training, you must score a minimum of 80 percent on the training posttest.

Email for Questions: The training is available on-demand online, 24 hours a day, 7 days a week. For all technical issues and those requiring an urgent response, such as accessing the training, email; for all content-related questions, email or All other comments and questions can be submitted during the training using the comment tool.


No prerequisites in addition to those indicated in the Prerequisites (Mandatory) section of the Training Plan.

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