The volunteer ombudsmen are supervised by professional staff ombudsmen from the Area Agencies on Aging network supported by the Department on Aging. Ombudsmen support residents and their families in resolving problems and differences with the facility staff by defining concerns, explaining rights and identifying possible courses of action. In most cases, ombudsmen can help resolve problems. In cases of serious abuse or neglect, complaints are referred to the appropriate regulatory agency. In all situations, complaints are handled confidentially and no information is released without the permission of the resident or legal guardian.
Ombudsmen also work to develop and support resident and family councils at the facilities.
All long- term care residents over the age of 60 are eligible for ombudsman services. For residents under 60, services are available if they will benefit the eligible residents of the facility. To become a volunteer ombudsman, an applicant must complete a three-month internship, receive 35 hours of initial certification training and complete 12 hours of continuing education per year. All ombudsmen have the resources of the Department of Aging and other local regulatory agencies available to assist in their goal of helping residents and their families. In your recent edition of Elder Alert there was an article about a judgement against a nursing home.