The Long Term Care Ombudsman Program

Reason to report to Ombudsman

A. Definition: "Ombudsman" or "Representative of the Office'' means any person employed by the Department to fulfill the requirements of the Office or any representative of a Sub-State Long Term Care Ombudsman Program; provided that representative, whether he/she is paid for or volunteers his/her ombudsman services, shall be qualified and authorized by the Department to perform the duties of an ombudsman and is registered with the Office's Ombudsman Representative Registry.

B. Service Activities May Include: 

* Identify, investigate and resolve complaints made by or on behalf of, residents of long term care facilities relating to actions, inactions, or decisions of providers, or their representatives, of long term care facilities, of public agencies, or social service agencies, which may adversely affect the health, safety, welfare, or rights of such residents:

* Provide services to assist residents in protecting the health, safety, welfare or rights of the residents;

* Inform residents about means of obtaining services and ensure they have regular and timely access to the services;

* Analyze, comment on, and monitor the development and implementation of Federal, State, and local laws, regulations and other governmental policies and actions, that pertain to the health, safety, welfare and rights of the residents, with respect to the adequacy of long term care facilities and services in the State; recommend changes in such laws and facilitate public comment on the laws, regulations, and actions; and

* Provide training for representatives of the Office; provide technical support for the development of family/resident councils to protect the well-being and rights of residents.

C. Unit of Service: 
One hour of staff time expended by a Sub-State Ombudsman,Community Ombudsman, and/or Ombudsman Visitor within the Long Term Care Ombudsman Program.

D. Service Standards: 
Refer to the Long Term Care Ombudsman Program Standards, Procedures and Practices Manual.

The Long Term Care ombudsman Program protects and promotes the rights and quality of life for people who reside in long term care facilities (nursing homes and licensed assisted living facilities). Regional Ombudsman provide the following services:

• Receive, investigate and assist in resolving complaints of residents
• Provide a regular presence in all facilities to monitor conditions of residents, provide information and respond to requests of assistance and insure residents access to ombudsman services
• Provide information and education to the community at large and residents
• Provide issue advocacy by making sure that residents are represented to governmental agencies and policy makers
• Support resident and family council development in nursing homes and provide support and information to these councils.

Ombudsman services are available to any resident⁽¹⁾ of a long term care facility, friends and relatives of any resident, long term care facility staff and administrator with resident-related concerns. The ombudsman staff provides information to individuals and families who are considering nursing home placement as a care option. They are available to the community-at-large to answer questions about long term care facilities and the option of nursing home placement.

⁽¹⁾ The Illinois Department on Aging defines a resident as a person 60 or older who is either a current resident, a prospective resident, or a former resident of a long term care facility.

Here are some reasons that residents and families may want to contact the Long Term Care Ombudsman Program:

• To report a problem or concern;
• To seek information about long term care facilities;
• To learn more about Illinois' Long Term Care Ombudsman Program; or
• To get answers to questions about...
• Facility services or standards;
• Medical coverage;
• Resident rights; and/or
• Transfer or discharge.

The local agency that provides regional ombudsman services in our 10 county service area is Alternatives for the Older Adult, Inc. The Regional Ombudsman is Kathy Kopsack. 
(see contact information below)

The Long Term Care Ombudsman program uses both paid and volunteer staff. Volunteers receive training and are supervised by the paid staff. To become a volunteer in the long term care ombudsman program contact the volunteer coordinator at:

Alternatives for the Older Adult, Inc.
1518 5^th Avenue
Moline, Illinois 61265
1-800-798-0988 or (309) 277-0167

                                      Or

Retired Senior Volunteer Program
729 34^th Avenue
Rock Island, Illinois 61201-5950
1-800-322-1051 or (309) 793-4425