Long-Term Care Ombudsman Program (OAA Title VII)

Older Americans Act Title VII Chapter 2 funds a State Long-Term Care Ombudsman program in all 50 states, DC, Puerto Rico, Guam, American Samoa, and CNMI (states must establish a program to receive their OAA Title VII allotment) to investigate and resolve complaints involving residents of nursing homes, board and care homes, and assisted living facilities. Under 42 U.S.C. §3058g, complaints may be made by or on behalf of residents — family members and friends acting on a resident's behalf are among those who can bring concerns to an ombudsman. Ombudsmen identify, investigate, and resolve complaints relating to any action, inaction, or decision that may adversely affect a resident's health, safety, welfare, or rights. In FY2024 the national network investigated over 205,332 complaints and provided information on long-term care 710,793 times. The program is free, no income test applies, and no formal application is required.

Free complaint investigation and resolution for residents and their families in nursing homes, board and care homes, and assisted living facilities. Services include: (1) Complaint intake — complaints may be made by or on behalf of residents (42 U.S.C. §3058g), which includes family members, friends, and concerned individuals acting on a resident's behalf; no proof required to contact an ombudsman. (2) Investigation — ombudsmen identify, investigate, and seek resolution for complaints about care quality, medication, nutrition, hygiene, discharge decisions, financial matters (Medicare/Medicaid/Social Security handling), and residents' rights violations. (3) Advocacy — ombudsmen represent residents' interests before facility management, government agencies, and in administrative proceedings; they do not represent family members against residents. (4) Information and referral — in FY2024, provided information 710,793 times nationally. (5) Systemic advocacy — educate consumers and providers about residents' rights and promote policy improvements. Nationally: ~1,500 FTE staff and 3,443 trained volunteer representatives (FY2023); network covers more than 3 million residents in ~76,000 facilities. To reach your local ombudsman: call the Eldercare Locator at 1-800-677-1116 or visit eldercare.acl.gov. Average resolution rate: 71% of complaints resolved or partially resolved to complainant's satisfaction (FY2022 national data).

Some details for this program are still being verified. Check the official source for the most current information.

Services

Free complaint investigation and resolution for residents and their families in nursing homes, board and care homes, and assisted living facilities. Services include: (1) Complaint intake — complaints may be made by or on behalf of residents (42 U.S.C. §3058g), which includes family members, friends, and concerned individuals acting on a resident's behalf; no proof required to contact an ombudsman. (2) Investigation — ombudsmen identify, investigate, and seek resolution for complaints about care quality, medication, nutrition, hygiene, discharge decisions, financial matters (Medicare/Medicaid/Social Security handling), and residents' rights violations. (3) Advocacy — ombudsmen represent residents' interests before facility management, government agencies, and in administrative proceedings; they do not represent family members against residents. (4) Information and referral — in FY2024, provided information 710,793 times nationally. (5) Systemic advocacy — educate consumers and providers about residents' rights and promote policy improvements. Nationally: ~1,500 FTE staff and 3,443 trained volunteer representatives (FY2023); network covers more than 3 million residents in ~76,000 facilities. To reach your local ombudsman: call the Eldercare Locator at 1-800-677-1116 or visit eldercare.acl.gov. Average resolution rate: 71% of complaints resolved or partially resolved to complainant's satisfaction (FY2022 national data).

How to apply

Apply online or find more information at the official program page.