1. Office Of Ombudsman for Long-Term Care Enhancing the quality of life Enhancing the quality of life and the quality of care for adults receiving long-term care and the quality of care for adults receiving long-term care

2. 1978 Congress establishes LTC ombudsman under Title III-B of the Older Americans Act

3. 1989 LTC Ombudsman program expands to consumers of home care services

4. Confidentiality Identity of client & related data Identity of client & related data Identity of complainant & related data Identity of complainant & related data

5. Not Mandated Reporters Whoa! Seriously?? Whoa! Seriously?? Why?? Why?? Sylvia, here comes Ethel, that volunteer from the Ombudsman Program. You can tell her anything and she cant tell anyone Sylvia, here comes Ethel, that volunteer from the Ombudsman Program. You can tell her anything and she cant tell anyone

6. Who Contacts the Ombudsman? Family/Friends Family/Friends Consumers Consumers Provider/Staff Provider/Staff Social Service Staff & Others Social Service Staff & Others Unknown/unwilling to identify Unknown/unwilling to identify

7. Examples of complaints Sexual abuse Sexual abuse Sexual identity Sexual identity Care issues Care issues Family issues Family issues Visits Visits Involuntary discharges Involuntary discharges Not knowing rights of appeal and other information Not knowing rights of appeal and other information

8. Policies needed for prevention of sexual violence Person – centered planning (Albert Lea) Person – centered planning (Albert Lea) How to interview How to interview Triggers for people with dementia Triggers for people with dementia Accessible, safe entry points for Accessible, safe entry points for Immigrants Immigrants People with disabilities People with disabilities Specific cultural communities Specific cultural communities People who are GLBT People who are GLBT

9. Policies continued Data collection Data collection Mandated Training Mandated Training Review of what goes wrong Review of what goes wrong Dissect the incidents Dissect the incidents Physical spaces Physical spaces Privacy issues Privacy issues Generational issues Generational issues

10. Never doubt for a moment that a small, committed, group of citizens can change the world. Indeed- it is the only thing that ever has. Margaret Mead