Ombudsmen

Ombudsmen receive and investigate complaints made by or on behalf of long term care residents and work for their resolution. The Ombudsman Program is an advocacy program, not a regulatory agency. The Senior Services Center of Will County is the Ombudsmen for Will, Grundy, and Kankakee counties.

Meaning and Mission

OMBUDSMAN: a Swedish word meaning “citizen representative”

Mission: to protect and promote the rights and quality of life for people who live in licensed long-term care facilities, including:

• Assisted Living
• Supportive Living
• Shelter Care
• Nursing Homes
• Developmentally Disabled Homes

Resident Directed

• The Ombudsman acts at the direction of Resident
• The Resident is our client regardless of the source of complaint or request for assistance
• The Ombudsman advocates for what the Resident wants
• If Resident is not capable of consenting, the Ombudsman contacts the POA

Long Term Care Ombudsmen

• Make every reasonable effort to assist, empower, and intervene on behalf of the Resident
• Investigate and resolve individual & systemic complaints made by or on behalf of Residents
• Provide individual consultations and in services to Residents, families, facilities, general public to educate
• Visit facilities regularly - at least once/quarter
• Recommend changes and work toward improvement in the LTC system
• Analyze federal and state laws, rules, regulations and provide legislative advocacy
• Educate families, facilities and the community on Residents Rights and long-term care issues.

Sources of Requests for Ombudsman Services

• Residents
• Family members
• Facility staff
• Facility visitors
• Medical service providers (ambulance crews, outpatient services, hospital d/c planners)
• IDPH
• Other social service agencies
• Community
• State and Local Police

Common Inquiries

• List of nursing homes or other types of facilities
• How to choose a facility, including basic understanding of different levels of care
• Medicare and Medicaid issues
• Residents' rights
• How the complaint process works
• How to contact IDPH to file a complaint
• Information on appointing or changing agent for Power of Attorney

If you have any questions about the Ombudsman Program, please call (815) 740-4225.

download more >