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About the Long-Term Care Ombudsman Program

The Long-Term Care Ombudsman program (Ombudsman program/LTCOP) advocates for residents of nursing homes, residential care communities (e.g., board and care homes, assisted living facilities), and other similar adult care facilities.

Under the Older Americans Act (OAA), every state is required to have an Ombudsman program that addresses complaints and advocates for improvements in the long-term care system. Each state has an Office of the State Long-Term Care Ombudsman (Office), headed by a full-time State Long-Term Care Ombudsman (Ombudsman) who directs the program statewide. Across the nation, staff and thousands of volunteers are designated by State Ombudsmen as representatives to directly serve residents.

The Ombudsman program is administered by the Administration on Aging (AoA)/Administration for Community Living (ACL).

Visit the ACL website for more information about the Ombudsman program.
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Based on National Ombudsman Reporting System (NORS) Data:

53

State Long-Term Care Ombudsman programs

1,500

Full-Time Staff

3,400

Volunteer Representatives Trained to Investigate and Resolve Complaints

In the Last Year the Ombudsman Program:

Conducted 342,189 facility visits to speak with residents in more than 48,645 long-term care facilities

Received and investigated 202,894 complaints

Supported residents and family members by attending over 17,095 resident council meetings and more than 1,271 family council meetings

What Does the Long-Term Care Ombudsman Do?

State Ombudsmen and their designated representatives work to resolve problems individual residents face and effect change at the local, state, and national levels to improve quality of care.

In addition to identifying, investigating, and resolving complaints, Ombudsman program responsibilities include:

  • Educating residents, their family and facility staff about residents’ rights, good care practices, and similar long-term services and supports resources
  • Ensuring residents have regular and timely access to Ombudsman services
  • Providing technical support for the development of resident and family councils
  • Advocating for changes to improve residents’ quality of life and care
  • Providing information to the public regarding long-term care facilities and services, residents’ rights, and legislative and policy issues
  • Representing resident interests before governmental agencies
  • Seeking legal, administrative, and other remedies to protect residents

What Does the Ombudsman Program Represent?

The Ombudsman program’s mandate is to represent the resident and assist at his or her direction. The Older Americans Act (OAA) requires the Ombudsman program to have resident consent prior to investigating a complaint or referring a complaint to another agency. When someone other than the resident files a complaint, the ombudsman must determine, to the extent possible, what the resident wants.

What Types of Complaints Does the Ombudsman Program Investigate?

Ombudsmen handle a variety of complaints about quality of life and care, such as a violation of residents’ rights, a slow response to requests for assistance, and improper discharge/eviction. Not all complaints are about the care provided by a facility, some complaints are about outside agencies, services, or individuals (e.g., Medicaid or Medicare benefits). They can also receive and respond to complaints from individuals other than the resident (e.g. family member) but need resident permission to investigate or share information.

How Can I Contact the Ombudsman Program?

To learn about long-term care facilities in your area and/or report concerns regarding care or other problems to the Ombudsman program, find the program near you.

How Can I Get Involved?

Most Ombudsman programs work with trained and designated volunteers. To help advocate with, and for, long-term care residents find the program near you.

How Do I Find More Information about the Ombudsman Program?

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Consumer Voice is a nonprofit organization advocating around long-term care issues at the national level. We are not a direct services agency. For assistance with individual concerns, click “Get Help” to contact your local long-term care Ombudsman program.

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