Background

The Washington State Long-Term Care Ombudsman Program, as mandated by the Federal Older Americans’ Act, is intended to improve the quality of life for people who live in licensed long-term care facilities. Ombudsmen protect and promote quality of life and residents’ rights through both individual and systems advocacy, by empowering residents to become self-advocates and by working with residents, families, facility providers, and staff to address the concerns of those who live there. Safeguarding civil and human rights, this program is essential to the health and safety of residents and the peace of mind of their families.

Authority

Older Americans Act of 1965, 42 U.S.C. S 3001 et seq

Washington State Statute: Chapter 43.190 RCW

Program Rules:

365-18 WAC

Benefits of the Ombudsman Program include:

• Resolving Problems: Long-Term Care Ombudsmen make routine visits to nursing homes, boarding homes and adult family homes to talk with residents, their families and visitors, and facility staff. The program's goal is to resolve complaints and care concerns at the lowest level before problems escalate to where state agencies need to be involved.
• Empowerment: Ombudsmen give voice to residents who are not able to voice their concerns and educate those residents who can speak for themselves on exercising their rights.
• Advocacy: Ombudsmen advocate at both the individual level, through resident and family councils, and by addressing systems issues at facilities and in long-term care services.
• Community Involvement: Ombudsmen visit facilities in their neighborhoods. Many studies show that community involvement in facilities improves resident care.

Program Structure and Operations

The Washington State Department of Community, Trade and Economic Development (CTED) administers the program via a contract with a non-profit organization. The non-profit houses the Office of the State 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 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. The State Ombudsman certfies Volunteer Long-Term Care Ombudsmen.  The initial certification training is at least 30 hours, with on-going training required.  Currently, 440 volunteers statewide visit residents on a weekly basis, listen to their concerns and complaints and assist residents in resolving their complaints.

Funding levels provide for direct service to approximately 36,000 of Washington's approximately 61,000 nursing home, boarding home and adult family home residents. Residents of facilities without an Ombudsman can receive assistance via the statewide toll-free complaint hotline or by calling the appropriate Regional Ombudsman.

Results

Last year, the Ombudsman Program processed more than 4,000 complaints and resolved 93% of them without referral to expensive state complaint resolution programs.

Program Funding

The program is funded through the Federal Older Americans' Act, state funds and local contributions.   The program received approximately $1.8 million in state and federal funds for Fiscal Year 2007.