My last job before retirement was very stressful and often required 10 hour days. I left at 64 following a heart attack in my office, possibly having something to do with those frequent long days. One of my big concerns was what I would do to keep busy and challenged without my job.
I knew that our senior center ran a volunteer recruitment program matching volunteers with a large selection of jobs in the community. It was difficult to think I was really old enough to go to a senior center. I got up my courage, made an appointment and met with the program director Cindy. She went over my resume and showed me positions that she felt would work with my skills and experience.
My own mother had been in a skilled nursing facility in Richmond when I lived in California. So many times I had wished for a person to talk with who was not connected to the facility. When Cindy got to the Long Term Care Ombudsman Program, I knew I had found what I wanted.
This Program was authorized under the Older Americans Act in 1965 and in my state under the Older Californians Act. Becoming an Ombudsman required completion of a 5-day training program and 15 hours of facility visits with experienced Ombudsman mentors. The main responsibility of the program and its Ombudsmen is to investigate and resolve complaints involving residents of assisted living and skilled nursing facilities. These complaints and issues involve quality of care in the facility, financial abuse, and physical, emotional, or sexual abuse. Residents or family members can file complaints directly with their local Ombudsman office or by calling the Statewide Crisis hotline at 800 231-4024.
Ombudsman services are free and confidential. Care facilities are required to post contact information on the program in conspicuous locations. Volunteers are an integral part of this community-based program and spend countless hours visiting their facilities and advocating for their residents. In California as many as 60 percent of the residents have no visitors so the Ombudsman may be the only person other than facility staff that the resident sees.
It is difficult to overestimate the importance of having an advocate in care facilities of all types. If residents have issues with the facility, facility staff or even family, they are often hesitant to mention it for fear of retaliation or loss of a relationship. The Ombudsman can be the only one they feel free to talk with. Building a relationship of trust with our residents goes a long way toward letting them know there is someone to turn to. We do not share any information from the residents unless they have given us written permission to do so.
The Long Term Care Ombudsman Program is the only federally mandated program to advocate for the needs of residents in long term care facilities. Funding for this vital program comes from multiple sources at the federal, state and local levels. For anyone currently living in an assisted living or skilled nursing facility or for their relatives and friends, contact information about this program can make a profound difference in the quality of daily life for the resident. Information about the national program can be can found at ltcombudsman.org or 202 332-2275.
Wonderful article, Nancy. Thanks for contributing it! But I am sure many readers share my concern that the Older Americans Act was crested in an era (1965!) when problems were simpler and government was perceived to be (more or less) actually working. Nowadays we know that is no longer the case. The idealism of the 1960’s, like the idealism of the Great Depression era of the 1930’s, was reflected in government programs and regulations which enjoyed strong popular support at the time they were created. Now that our society and its government have become so fragmented and divisive, it is difficult for me to imagine how something like the OAA would have any chance of being enacted into law today. I think its great that we have this law but I’m personally not counting on it (or government in general) to come to my rescue as I get older. At this very moment, and despite being in relatively good health, despite being not hospitalized, despite not having any known terminal illness(es), despite being fully ambulatory and living independently, I am in the process of bankrupting Medicare even though I don’t want to. I will spare you all the details. The point is if I’m doing that and trying as best I can not to, so is everyone else. If the taxpayers stop being able to afford to take care of each other, when does the whole system come crashing down?
Thanks, Steve. OAA was signed into law in 1965 as part of Lyndon Johnson’s Great Society. It was reauthorized in its entirety in 2016 expiring in September 2019. Most senior advocates believe the reauthorization of OAA is critical to the continuation of its programs especially during this challenging and divisive time. I served for 3 years on the Ventura County Area Agency on Aging Commission which is part of the National Association of Area Agencies on Aging (n4a). This organization is in the forefront of attempts to get a bipartisan reauthorization of OAA. OAA might not have been enacted in today’s climate. It is then even more important that we support agencies like n4a in their efforts for reauthorization. Please check their website for resources and ways to help.
Nancy, That was beautifully written. It makes me want to continue my role as an Ombudsman. It is so very special to hear comments from residents in facilities, when they say,”no one has ever listened to me before” or “you have brightened my day by being here.” Thank you.
Penny Edson
Penny, it is so special to get a comment from you. I hope you continue because you bring so much to the program and our group in TO. Thanks.
Fascinating. Is every facility required to participate in the Ombudsman program? And do some Ombudsmen travel to facilities where there is not a resident fulfilling that capacity?
Thanks for your comment, Shari. The Long Term Care Ombudsman Program was authorized and is mandated the federal Older American Act and its state companion the California Department of Aging. This is the only program mandated to advocate for residents of all long term care facilities. It is my understanding that all facilities in California are assigned a volunteer Ombudsman who visits them on as regular basis and all facilities are required to participate. Please let me know if this does not answer your question.
Hi Nancy,
A great post from one of the most caring advocates our program could have. You were a wonderful mentor to me when I joined the program.
I can only hope that your post will speak to those who are looking for one of the most rewarding volunteer experiences ever. The need is growing for advocates who can speak for those that can’t speak for themselves.
Thanks again,
Lynn
Thanks, Lynn. I truly appreciate your comment and the work you have done and continue to do as one of our valued Ombudsman volunteers. I agree this is a wonderful volunteer opportunity.
Great post, Nancy. It is such a gift and a blessing to be a part of this wonderful work.
Good morning Nancy – just finished reading your article about the Ombudsman program – and how true it is. I certainly enjoyed my many years as an Ombudsman, and have many wonderful memories – one of the saddest things I had to do, when my health failed me, was to resign my position as a Long Term Care Ombudsman. Keep up the good work, I shall always treasure my memories. Sent with love, hugs. Ursula
Ursula, hearing from our wonderful Ombudsmen like you and Lynn and Penny really makes me happy. You contributed so much to this program and will be missed for a long time. Thanks.
Thanks, Nancy. Really important stuff!
This program is so important for residents of care facilities and their families. All of us may need an advocate one day. Thanks.