What Ombudsmen Say

CELEBRATE 30 YEARS of the LONG TERM CARE OMBUDSMAN PROGRAM

From Demonstration Projects to a Nationwide Program!

Created to Serve Long-Term Care Residents

The Long-Term Care Ombudsman Program is unique in its statutory responsibility to serve residents. Ombudsmen resolve problems for individuals, assist resident and family councils and citizen organizations, and represent residents’ needs and interests to public officials. The ombudsman role is often described as one of getting service providers, regulators, and others to fulfill their responsibilities to residents.

What Ombudsmen Say About Their Role

“I strive to help residents restore and/or maintain their dignity. For I’ve learned that without dignity, even the absolute best care doesn’t matter—life doesn’t matter.”  Valerie Hopson-Bell, Virginia Local Ombudsman

“I was pleasantly surprised when I got the job that I finally had time to listen to residents and help them resolve their problems and make their own decisions...The greatest experiences I have had working as an ombudsman are listening to people and treating them as a valued human being, working with citizens to become volunteer ombudsmen, and facilitating staff, residents, and families to communicate with each other.” Vivian Omagbemi, Maryland Local Ombudsman

“I feel so lucky to have had a position [for 21 years] where I could act on my values. Lucky, so lucky to be able to work out solutions for individuals and at the same time work with the finest colleagues to change systems.” Virginia Fraser, Former Colorado State Long Term Care Ombudsman

“Few other jobs so empower and compel a person to identify and speak the truth in all circumstances, even when doing so may draw criticism, anger, or even punishment. The opportunity to speak up for someone who cannot do so for herself, to advocate for individuals or groups of people who otherwise might have no voice, no ‘seat at the table,’ keeps every day fresh and gives every meeting the potential to be important.” Esther Houser, Oklahoma State Long Term Care Ombudsman

“Ombudsman advocacy gives me the opportunity to side with our everyday heroes—our parents, teachers, veterans, farmers, laborers, health practitioners, and spiritual leaders. These folks are now also survivors of chronic illness or catastrophic health events who occasionally need a little help to maintain their dignity and autonomy. I am so proud to work with a team of staff and volunteers who recognize these heroes and have the courage to challenge providers to do the right thing; to treat people fairly with dignity and respect for their quality of life while providing quality health care.” Sharon Zoesch, Minnesota State Long Term Care Ombudsman

“To be in a one of a kind position, in the respective state, brings with it an awesome feeling of importance and provides immense experiences but carries with it great responsibility. Being responsible not only to the local programs but more importantly to the many elderly persons confined in a long term care facility.” Adrian Wheeler, Tennessee State Long Term Care Ombudsman

Why Ombudsmen Stay with the Program

“In the past 27 years I have served the public in various capacities...None of these positions has been more satisfying and rewarding than serving the frail and elderly residents of our long-term care facilities. This is truly a labor of love for me and I know that I speak for all of the volunteers and program staff when I say that our reward comes from knowing that these individuals are better off because of the work we do.” John Sammons, Kentucky State Long Term Care Ombudsman  

“I love the challenge of tilting the windmills of long term care in the resident’s favor.” Sharon Zoesch, Minnesota Long Term Care Ombudsman

“After 11 years, the work remains challenging and rewarding in addition to being extremely important to all who require long term care services.” Alice Sessions, Local Ombudsman, Vermont, Chair of the National Association of Local Long Term Care Ombudsmen

“Having people recognize that they have life-skills in solving problems, and then helping them apply those skills in the ‘brave new world’ of a nursing home...both empowers the consumer and provides a sweet reward to the ombudsman who facilitates that process.” Esther Houser, Oklahoma State Long Term Care Ombudsman

“If ombudsmen can help residents take more time to reflect, take more risks, and make a change for improving the human condition that would last beyond their lifetime, then ombudsmen can look over their years as having been pretty darn good ones!” (These 3 areas are based on research with elders 90+.) Kary Hyre, Washington State Long Term Care Ombudsman

“It’s the best job in the world.” Carol Scott, Missouri State Long Term Care Ombudsman, President of the National Association of State Long Term Care Ombudsman Programs

What Others Say About Ombudsmen

“Good Ombudsmen are the most gutsy, caring, committed people I know, doing the hardest job imaginable.  It's a privilege to work on their behalf as they work on behalf of residents, who often have nobody else to stick up for them and protect their interests.”  Sue Wheaton, Ombudsman Program Specialist, Administration on Aging

“We salute the thousands of Ombudsmen staff and volunteers who work daily to improve the quality of life of individual residents - our parents, grandparents, relatives, and friends. NCCNHR is privileged to house the National Long Term Care Ombudsman Resource Center and support the work of this special group of individuals.”  Donna R. Lenhoff, Esq., Executive Director, National Citizens' Coalition for Nursing Home Reform

“The Long Term Care Ombudsman is basically a thankless job, probably the toughest in the aging network...an ombudsman is a ‘professional critic’ and no one likes a critic. The ombudsman speaks beyond particular nursing home problems to address state policies as well.” Bill Benson, President-elect NCCNHR Board of Directors, The Benson Consulting Group, formerly the Deputy Assistant Secretary for Aging at the Administration on Aging, excerpt from an interview in the Older Americans Report, April 26, 2002, p. 134.

“I was privileged to know the late Dr. Arthur Flemming, who pioneered the American version of ombudsman to advocate for nursing home residents. I am sure he would be extremely proud of the humanitarian work embodied in today’s nationwide program. He would also support all current efforts to strengthen the network so residents of all long term care facilities gain access to its services.  Even though the program’s resources are limited, it is comforting to know that thousands of residents throughout the country benefit greatly from the daily advocacy of ombudsmen, paid and volunteer.  Kudos and more power to the program!”  Elma Holder, Founder of the National Citizens’ Coalition for Nursing Home Reform