What is the Ombudsman Program?

The word ombudsman means "citizen representative." An ombudsman investigates reported complaints, reports findings, and helps to achieve equitable settlements.

In 1978, Congress amended the Older Americans Act of 1965 to establish the long-term care ombudsman program to serve the vulnerable nursing home population. An ombudsman helps one person resolve a problem, addresses issues that affect several residents, or works collectively to change a systemic problem. Texas long-term care ombudsmen represent facility residents.

Advocates for Care

The Texas Ombudsman Program advocates for quality of life and quality of care for all residents in nursing homes and assisted living facilites. By state and federal authority, ombudsmen identify, investigate, and resolve complaints made by or on behalf of residents. They provide services to protect the health, safety, welfare, and rights of residents. In addition, they support the development and operation of family and resident councils.

Through the 28 area agencies on aging around the state, certified ombudsmen serve residents, their families, and friends. Professional staff supervise volunteers. Certified volunteer ombudsmen complete a three-month internship, receive initial training, and 12 hours of continuing education per year.

To promote quality of care, the program works with advocacy and membership organizations that are interested in long-term care and elder rights issues and coordinates with regulatory agencies.

Ombudsman Responsibilities

Handle complaints
An ombudsman supports residents and families to resolve problems or differences with the facility staff by defining concerns, explaining rights, and identifying possible courses of action.

In most cases, an ombudsman can help resolve the problem; however, complaints involving serious abuse or neglect are referred to the appropriate agency.

In all situations, confidentiality is maintained and no information is released without permission of the resident or his or her legal guardian.

Provide information and Assistance
An ombudsman is a good source of information about selecting a long-term care facility, eligibility criteria, and other services for persons who are elderly. Regional programs present facts about facilities. Residents' rights are the primary focus of the program.

Advocate for System and Legislative Changes
State and regional ombudsman programs work cooperatively with other advocacy organizations to recommend legislation and regulatory changes that affect older Texans. Staff routinely serve on boards and committees of other organizations and actively advocate for policies to promote quality of care.

Updated: December 29, 2009