Purpose

Ombudsmen protect and promote the rights and quality of life of long-term care residents by providing a presence in long-term care facilities, and by working with state agencies and stakeholders to make improvements in long-term care laws, regulations and practices.

Results and Achievements

Last year, the program resolved 91 percent of more than 4,000 complaints without referral to expensive state complaint resolution programs.

Performance Measures

Minimize the number of complaints that result in claims by residents in long-term care facilities or result in referrals to state agencies for resolution.

Services

Ombudsmen, as mandated by the Federal Older Americans’ Act, work locally with residents, families, facility providers, and staff to address the concerns of those who live there and eliminate abuse, neglect and exploitation of residents.

Funding provides for approximately 440 trained and certified volunteers, overseen by paid Regional Ombudsmen, to visit facility residents weekly, listen to their concerns and assist them in resolving their complaints. 
 

Funding

The program is funded through the Federal Older Americans' Act, state funds and local contributions.  Current funding allows the program to serve approximately 60% of the state’s long-term care residents. 

Commerce role

The Washington State Department of Commerce administers the program via a contract with a non-profit organization.  The Multi-Service Center houses the Office of the State Long-Term Care Ombudsman, employs the State Ombudsman and Assistant State Ombudsman and subcontracts for statewide coverage through 14 regional offices. Legal services are also subcontracted to provide assistance to the state and regional staff as well as residents.

The State Long-Term Care Ombudsman provides policy direction and oversight to the regional offices, and works directly with statewide advocacy groups and the Legislature.  The Regional Ombudsmen recruit and train volunteers who are then certified as Volunteer Long-Term Care Ombudsmen by the State Ombudsman.  The trained and certified volunteers visit residents on a weekly basis, listen to their concerns and complaints and assist them in resolving their complaints.

Agency Contact

Rick Torrance, Program Manager

(360) 725-3025