IT IS A GREAT HONOR FOR ME to be a volunteer ombudsman since I enjoy working with older adults and being of service to people in the community. Volunteers work to uphold Advocates of Basic Legal Equality’s Long-Term-Care-Ombudsman-Program mission of improving the quality of life and quality of care for consumers of long-term care.
Volunteers make regular advocacy visits to specific long-term-care facilities. During these visits, volunteers make observations of the facility conditions as well as speak to residents. This is an opportunity to make sure that residents are aware of their rights, empower them to speak up about their rights, and learn if residents have any concerns or complaints.
All conversations are confidential unless consent is given to share information with staff while acting on their behalf. At all times, the resident drives the process and must give consent for the volunteer ombudsman to become involved in investigating their concern. The resident decides if they are comfortable having their identity revealed or not in the process.
Residents, family members, or facility staff may call the Long-Term-Care-Ombudsman-Program office to report a concern or complaint. The volunteer ombudsman will visit residents to follow up on such calls to further discuss the situation. As described above, the resident determines how to proceed. Regardless of whether or not a case is opened, the volunteer is able to make regular visits to check in with residents that have expressed concerns to discuss how they are doing. Regular visits also allow volunteer ombudsmen the opportunity to talk with more residents.
I feel I am helping residents of long-term care by genuinely caring about their physical, mental, and spiritual well-being. It is important for residents to know that community members care about them. This is done by the simple actions of listening, taking their concerns seriously, and letting them know I am there to advocate for them, if desired.
Empowerment is an important part of being a volunteer ombudsman. This process is not about me; it is always resident-directed and respecting that, as adults, they know what is in their best interest. This is helpful as it can sometimes feel disempowering to require daily assistance with various tasks. Residents have told me that they appreciate my visits and knowing that someone is looking out for them. Others have said they appreciate the conversation and having their feelings validated. I am grateful that I can provide this kind of support to our community members in longterm care.
Stacey Jewell is an intern and Certified Ombudsman Associate with the local Ombudsman’s office. She wrote this month’s article to share her experience as a volunteer ombudsman. If you are interested in volunteering or would like to speak with an ombudsman, please call 419-259-2891.
