Confidential telephone counseling. The ombudsman helps consumers advocate for themselves through a process of information and referral and empowerment. Component of Mediation. Negotiation occurs between parties with the ombudsman serving as a neutral facilitator focused on resident's rights advocacy. Both parties express their concerns, issues, and desires.
Resolution occurs if both parties agree on the solutions.
Formal complaint investigation - resolution focused. Ombudsman acts on behalf of the long-term recipient. Requires a signed waiver of rights to confidentiality, which permits the Ombudsman staff to review records. Anonymous complaints are accepted, although the scope of the investigation may be limited. Ombudsman obtains facts and relevant information to determine if the grievance is valid and provides resolution-focused facilitation of the issue.