What is a Long-Term Care Ombudsman?
Issues for an Ombudsman
The Volunteer Ombudsman Program
Application is in
MS Word format
Volunteer Ombudsman Program
Job Description Role of Ombudsman Volunteer Visitors
Inform residents of their rights under Federal and
State Law and assist them in protecting their rights.
Provide information about the Ombudsman Program to
residents and families.
Refer complaints, concerns to designated Regional
Observe and report conditions in nursing home to the
Provide administrative support to Ombudsman as
Be at least 18 years old
Have reliable transportation
Experience in working with older people
No immediate family presently employed by a LTC
No family member resides in nursing home where
volunteer is visiting
No conflict of interest may exist personally,
financially, or professionally with long-term care facility.
Must attend specified hours of formal training before
Must attend quarterly in-service training classes
Must successfully complete orientation training at
Visit residents in assigned facility 2-4 hours weekly
Explain the purpose of the Ombudsman Program to
residents and family
Complete all required paperwork accurately and on time
Observe and report to the Regional Ombudsman regarding
care in assigned facility
Meet with the designated facility staff person on each
visit and with the Facility Administrator as needed to keep them
Abide by nursing facility policies
Help residents and their families understand facility
Attend Resident and Family Council activities when
Refer complaints or problems received or observed to
the Regional Ombudsman
Ask for technical assistance from Regional Ombudsman.
Adhere to the confidentiality and code of ethics
agreement at all times
Volunteer Visitors Rules of Conduct
Volunteer Visitors regardless of experience or
credentials shall not provide medical or nursing care to residents.
This is cause for immediate termination.
Volunteer visitors shall not assist residents in the
activities of daily living including but not limited to: feeding,
hydrating, bathing, walking, exercising, range of motion exercises,
toileting, grooming, dressing, pushing wheelchairs
Volunteer visitors agree to keep any information about
long-term care ombudsman cases, complaints, residents, facilities, and
Volunteer Visitors agree not to express an opinion
about the quality of specific long-term care facilities to the public,
family or friends
Volunteer visitors will not provide resident
entertainment or provide activities.
Volunteer Visitors will not transport resident under
Volunteer Visitors will not assume any financial or
decision-making responsibility for residents in facilities they visit
in the capacity of an ombudsman.
Volunteer visitors will not become guardians,
conservators, or powers of attorney for residents in the long term
care facilities where they visit as a volunteer. This creates a
conflict of interest.
Volunteer Visitors will not provide ombudsman services
in facilities where they have a family member or close personal
friend. This creates a conflict of interest.
Volunteer Visitors are to be professional in their
personal conduct while conducting Ombudsman business. Certain
behaviors are prohibited, and if verified, may result in suspension or
termination. These behaviors are: Use of foul, profane or obscene
language; verbal or physical threats; hostile or prejudicial language
towards any class or group of people; sexual innuendo, sexually
explicit language or sexual harassment of long term care facility
staff, residents or family; dating between Volunteer Visitors and
facility staff; signs of alcohol consumption or illegal drug use;
accepting gifts of value from residents, families, facility staff or
other parties involved in the long term care system; Offering gifts to
facility staff; Offering gifts to residents; espousing political or
religious views while on official ombudsman business; paying for care
items needed by residents; conviction of a misdemeanor relating to
inappropriate sexual behavior, harassment or abuse of any kind;
visiting the facility accompanied by family members, friends or
associates other than those officially involved in the long term care
system; accepting food, coffee, snacks or anything else from facility