TN Ombudsmen Celebrate

East Tennessee District Ombudsman Program Celebrates 25 Years

Dispatches from the Front [excerpts]
July 2003

The East Tennessee Long-Term Care Ombudsman Program was developed in response to a mandate of The Older Americans Act.  The law required the establishment of ombudsmen services to investigate and resolve complaints made by long-term care residents; monitor laws, regulations and policies affecting long-term care; provide training for volunteers and promote the participation of citizens’ groups in the ombudsman program.

In response to this requirement, the East Tennessee Advocacy Assistance Program for the Elderly was created in 1978.  This program serves the 16 counties of Middle East Tennessee.  With restraints on the federal dollar and only one staff person for 16 counties, the utilization of lay volunteer ombudsmen provided a method for better serving persons in long-term care facilities.  The program trained volunteers to assist the district ombudsman in identification, investigation and resolution of problems and complaints made by long-term care residents.

In October 1981, an information session was held to determine whether persons in the 16 counties would be willing to serve as extensions of the district ombudsman.  At this meeting, those present spontaneously voted to create a Coalition on Advocacy, and the executive committee was designated as a planning committee for training events.  A list of training topics was compiled, drawing from two manuals developed at the state level by Ohio and Georgia .  The 38 volunteers who participated in the initial training program constituted a diverse group of 23 women and 15 men, representing 13 of the area’s 16 counties.  Occupational experience ranged from lawyers to homemakers.

The East Tennessee Ombudsman Program served as a model for the state, since it was the first district program to train and utilize volunteer ombudsmen.  Over the years, the creativity and enthusiasm of the volunteer ombudsman has caused staff to view this mandate as an opportunity rather than an obligation.

We salute Howard Hines, director of the program, and the hundreds of volunteers who answered the call to service and advocated so diligently for the thousands of residents over the past twenty-five years.