Page 105 - Ombudsman Participant Manual Optimized_Neat

The role of the ombudsman:
• Provide a visible presence
• Provide information
• Advocacy
• Provide support to the residents
• Follow-up after the residents move or arrange for same if the resident moves out of your county

Visible presence during the process of closing increases access to the ombudsman during a stressful time for the residents
and it also helps us monitor for serious changes to the status quo. For instance, when a facility is closing, staff may leave
for other jobs, supplies may run out, etc. Providers have a responsibility to properly care for residents until the last
resident is relocated.

Information: residents – and even families – will have questions. They may be concerned about the validity of what the
provider is telling them – especially in an involuntary closure. There will be questions about rights and “logistics” - how
will I get my money; what about my medications, what about my doctor, etc. Ombudsmen may not always know the
answer immediately, but we can find out and get that information back to the resident.

Advocate – sometimes residents need our assistance communicating needs and preferences to those assisting with their
relocation. For instance, a resident may wish to move closer to their family – not further ways, etc. If they feel as though
those concerns/preferences are not being respected, they may need us to intervene.

Facilities are responsible for helping residents secure alternate housing. They are responsible for assisting with the
packing and the moving. Obviously, in a planned closure this process goes much more smoothly. When there is an
emergent situation, often residents are leaving without belongings and tracking down things “left behind” can sometimes
become a goal of an ombudsman. It is not the ombudsman’s role to physically relocate displaced individuals or to select
new relocation site for the resident. (It may be feasible that a part-time ombudsman is also deemed a ‘relocation
specialist’ in their agency; that function might be performed under that ‘hat.’)

The ombudsman’s role is primarily to make sure that the residents know and understand his/her circumstances, rights,
and options and that the facility (and the licensing agency) respects the resident’s rights. The facility should always take
the lead role in the closure and relocation of residents; it is the established requirement for the respective regulatory
agency to ensure the facility performs relocation responsibly OR the regulatory agency must do so. When the situation is
so severe that the immediate health or safety of the occupants is questionable, the Department of Human Services (DHS)
or local code enforcement may initiate an emergency involuntary closure. This situation is often the most challenging as
it allows for minimal time to respond to the residents’ needs.

Risk Management Meetings:
Risk Management teams can be convened to develop a proactive approach to problematic facilities. Currently, these
meetings are only being held in response to personal care home situations and there is no corresponding team meeting
on the DOH side.

These teams look to exhaust every available resource in order to prevent closure and preserve the resident’s residence.
However, quality of life and resident safety are never compromised to keep a facility open. Risk Management teams can
also help coordinate a response to an emergency closure or involuntary closure. This is particularly helpful when
residents being displaced have special needs or are have a limited income resulting in diminished relocation options.

A Risk Management Team is comprised of any local advocate or professional that have consumers living in the affected
home or play an integral role in emergent housing situations in the county- for instance: Drug & Alcohol, Mental Health,
Veterans’ Affairs, Zoning, Protective Services, AAA Case management, etc., etc. The local ombudsman and a
representative from the local Department of Human Services Field office are always part of the team compliment.
Typically, DHS calls the meeting. Sometimes, the local ombudsman requests the meeting by contacting the respective

Office of the LTC Ombudsman
Version 1.0 September 2020
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