| Direct Answer To find a long-term care ombudsman, contact the Eldercare Locator at 1-800-677-1116 or visit longtermcareombudsman.org. Every state has a free, federally mandated ombudsman program that advocates for residents of nursing homes, assisted living facilities, and board and care homes. You can also call your local Area Agency on Aging for a direct referral. |
I still remember the call I got from a daughter in tears. Her mother had been in a nursing home for three months, and something felt deeply wrong, the staff seemed dismissive, her mother had lost weight, and no one was returning her calls. She didn’t know who to turn to or whether she even had the right to push back.
What that daughter didn’t know, and what I want you to know right now, is that her mother had a powerful advocate available to her, completely free of charge. Every nursing home and assisted living resident in the United States has access to a long-term care ombudsman, a trained advocate whose only job is to protect the rights and wellbeing of people living in care facilities.
If you have a loved one in a care facility, or you’re helping plan a move into one, this is one of the most important resources you can have in your back pocket. Keep reading, and I’ll show you exactly how to find yours.
What Is a Long-Term Care Ombudsman?
A long-term care ombudsman is a trained advocate who works to protect the rights, health, dignity, and welfare of people living in nursing homes, assisted living facilities, and other residential care settings. The word “ombudsman” comes from a Swedish term meaning “representative”, and that is exactly what these professionals do. They represent residents.
Ombudsmen are authorized under the federal Older Americans Act, which means every state in the country is required to have a program. The service is completely free to residents and their families, and ombudsmen are independent of the facilities they monitor.
They are not employees of nursing homes. They are not government inspectors with enforcement power. They sit in the middle, working to resolve complaints through communication, education, and advocacy, always with the resident’s wishes as the priority.
Who Can a Long-Term Care Ombudsman Help?
Ombudsmen help anyone living in a licensed long-term care facility. This includes:
- Nursing home residents (also called skilled nursing facilities)
- Assisted living facility residents
- Board and care home residents
- Memory care unit residents
- Residents of residential care facilities for the elderly (RCFEs)
Family members and friends of residents can also contact an ombudsman on behalf of their loved one. If the resident has the capacity to make decisions, however, the ombudsman will always follow the resident’s wishes, even if the family disagrees.
This is an important point. The ombudsman works for the resident, not the family. Their job is to make sure the resident’s voice is heard and respected.
How Do You Find a Long-Term Care Ombudsman?
Finding a long-term care ombudsman is easier than most people realize. Here are the three most reliable ways to locate yours:
1. Call the Eldercare Locator
The Eldercare Locator is a free national service funded by the U.S. Administration on Aging. Call 1-800-677-1116 Monday through Friday, 9 a.m. to 8 p.m. Eastern time. Tell them you are looking for your local long-term care ombudsman, and they will connect you with the right program in your area.
2. Visit the National Long-Term Care Ombudsman Resource Center
Go to longtermcareombudsman.org and use the state locator tool. You can find contact information for your state ombudsman program and local ombudsman offices with just a few clicks.
3. Contact Your Local Area Agency on Aging
Area Agencies on Aging (AAAs) are county or regional agencies that coordinate services for older adults. Your local AAA will have direct contact information for your ombudsman program and may even be able to make a referral for you. Find yours at eldercare.acl.gov.
| A Story Worth Sharing Margaret’s son had been trying for weeks to get the nursing home to return her hearing aids, which had gone missing. He felt brushed off every time he called. After contacting the local ombudsman program, an advocate visited the facility within 48 hours. The hearing aids were located the same week, and the facility updated its belongings inventory policy. The ombudsman didn’t charge a single dollar, and Margaret could finally hear her grandchildren’s voices again. |
What Can You Ask an Ombudsman to Help With?
People are often surprised by how broad the ombudsman’s role is. You can contact your ombudsman for help with any of the following concerns:
- Poor quality of care or unexplained changes in a resident’s health
- Concerns about medication management or errors
- Staff neglect, mistreatment, or disrespect
- Problems with billing, discharge notices, or room transfers
- Violations of a resident’s rights (privacy, dignity, choice of activities)
- Missing personal belongings
- Concerns about food quality, cleanliness, or safety
Ombudsmen can also provide general information about residents’ rights, help residents and families understand their options, and assist with navigating the complaint process if a more formal investigation is needed.
What Happens After You Contact an Ombudsman?
After you reach out, the ombudsman will typically follow up with you to gather more information. Most programs respond within a few business days, though urgent situations, such as immediate safety concerns, are typically prioritized.
The ombudsman will then visit the facility, speak with the resident (if the resident agrees), review records when needed, and work with facility staff to resolve the concern. The process is confidential, and the identity of the person who filed the complaint is protected unless they give permission to share it.
Ombudsmen do not have the power to issue fines or force a facility to take action. What they do have is expertise, access, and persistence. In most cases, issues are resolved through direct communication. If a problem is serious enough to warrant regulatory action, the ombudsman can refer the case to the appropriate state licensing agency.
When Should You Contact an Ombudsman Right Away?
Some situations call for immediate action. Contact your ombudsman as soon as possible if you notice any of the following:
- A resident has unexplained bruises, injuries, or sudden weight loss
- A resident tells you they feel afraid, ignored, or mistreated
- Medication appears to be given incorrectly or not at all
- A facility attempts to discharge a resident without proper notice or reason
- A resident is being isolated or prevented from seeing family
If you believe a resident is in immediate danger, call 911 first. Then contact your ombudsman and your state’s Adult Protective Services. You can find APS in your area through the Eldercare Locator as well.
Tips for Working Effectively With Your Ombudsman
To get the most out of your ombudsman’s help, here are a few things I recommend based on what I’ve seen work best:
- Write down specific dates, times, and what happened before you call
- Keep copies of any paperwork from the facility, including discharge notices and care plans
- Speak with your loved one first, if possible, to understand what they want to happen
- Ask the ombudsman what to expect and how long the process usually takes
- Follow up in writing after any verbal communication
You do not have to have proof of wrongdoing to contact an ombudsman. If something feels wrong, that is enough of a reason to make the call. Ombudsmen are used to working with incomplete information, and their job is to help you figure out what is going on.
| A Final Word That daughter I mentioned at the start of this article? She found her local ombudsman program through the Eldercare Locator. Within two weeks, her mother’s care plan had been reviewed, a new aide had been assigned, and communication with the family had dramatically improved. She told me afterward: “I didn’t know I had the right to ask for help. I thought I just had to accept whatever they told me.” You do not have to accept things that feel wrong. Your loved one has rights, and there are trained advocates ready to help you protect them, at no cost to you. Save the number 1-800-677-1116 in your phone today. You may need it, and now you know exactly how to use it. |
Frequently Asked Questions
| Is the long-term care ombudsman program free? Yes, entirely. Ombudsman services are free for all nursing home and assisted living residents and their families. The program is funded federally under the Older Americans Act and administered at the state level. You will never be billed for an ombudsman’s time or assistance. |
| Can a family member contact an ombudsman, or does it have to be the resident? Family members, friends, and even facility staff can contact an ombudsman to report a concern. However, if the resident has the mental capacity to make their own decisions, the ombudsman will follow the resident’s wishes. The ombudsman’s ultimate client is the resident, not the family. |
| What is the difference between an ombudsman and Adult Protective Services? Ombudsmen work specifically with residents of licensed long-term care facilities and focus on advocacy and complaint resolution. Adult Protective Services (APS) investigates abuse, neglect, and exploitation of vulnerable adults in any setting, including private homes. In cases of serious suspected abuse, you may need to contact both. |
