Volunteer Ombudsman Program — Frequently Asked Questions

Q1. What is an ombudsman representative?

An ombudsman representative investigates reported complaints, reports findings, and helps achieve resolution of complaints for residents of long-term care facilities. An ombudsman representative helps one resident resolve problems, addresses issues that affect several residents, or works collectively to change a problem that affects all residents. The Georgia Office of the State Long‑Term Care Ombudsman oversees the six regional programs that serve over 70,000 residents in the state of Georgia.

Q2. What does an ombudsman representative do?

The Georgia Long‑Term Care Ombudsman Program, authorized by the Older Americans Act and Georgia law, was established nearly four decades ago to improve the quality of care and quality of life for residents living in long‑term care facilities.

A. Handle complaints

An ombudsman representative supports residents and families to resolve problems or differences with facility staff by defining concerns, explaining rights, and identifying possible courses of action. An ombudsman representative can help resolve the problem in most cases; however, complaints involving serious abuse or neglect are referred to the appropriate agency. Confidentiality is maintained and no information is released without permission of the resident or legal representative.

B. Provide information and assistance

An ombudsman representative is a source of information about quality of care practices and ways to enhance quality of life for residents. They are also a resource for facility staff training and provide information about community resources.

C. Advocate for system and legislative changes

State and regional ombudsman programs work cooperatively with other advocacy organizations to recommend legislation and regulatory changes that affect facility residents. Staff ombudsman representatives routinely serve on boards and committees of other organizations and actively advocate for policies to promote quality of care.

Q3. What skills are needed to become a volunteer ombudsman representative?

Good listening, observing, interviewing, and advocating skills, as well as strong problem‑solving abilities.

Q4. What kind of authority does a certified ombudsman volunteer have at their facility?

After completing background checks, training, and passing the certification exam, volunteers are certified representatives of the Georgia State Long‑Term Care Ombudsman to fulfill Volunteer Ombudsman Representative duties. Certified volunteers have statutory authority to enter assigned facilities at any time and to advocate for the rights and dignity of residents.

Q5. What kind of training and support do volunteers receive?

All volunteers receive training prior to becoming certified. In Georgia, Associate Certified Volunteers must complete a minimum of 28 hours of required coursework and field training and pass the post‑test including an oral exam with a minimum score of 70%. Continuing education sessions are held regularly at local long‑term care ombudsman programs to keep volunteers informed about current issues in long‑term care.

Staff ombudsman representatives are always available to answer questions and provide support and guidance to volunteers in their advocacy role.

Q6. What is the most common complaint from facility residents, and how is it normally handled?

The most common complaint is about food quality. Other frequent issues include call lights not being answered timely, unmet resident needs, billing problems, and medication administration issues. If the matter can be resolved within the facility, the certified ombudsman volunteer works with staff and administration to protect the resident’s rights and dignity. The volunteer’s role is to advocate for the resident’s wishes rather than make decisions or create an adversarial environment.

Q7. What does the volunteer ombudsman representative do during the weekly visits?

Volunteers visit one‑on‑one or in small groups, going room to room or chatting in common areas to build trusting relationships so residents feel comfortable raising concerns. Volunteers also become familiar with non‑communicative residents. While volunteers do not initiate contact with residents’ families or friends, they may work with them during facility visits.

Q8. What is the time commitment required of Certified Ombudsman volunteers?

Certified volunteers are asked to make facility visits totaling about 3 hours per month at times that meet residents’ needs; hours need not be consecutive and volunteers set their own schedules. Monthly reports for the local ombudsman office typically take 30–60 minutes to complete.

Q9. What are the requirements for continuing education, and how can they be met?

Associate Certified Volunteer Ombudsman Representatives must recertify every 24 months. Recertification requires 20 hours of continuing education, which is offered at the state‑wide Long‑Term Care Ombudsman training or monthly WebEx sessions. Volunteers may propose approved external training opportunities to their Ombudsman Representative Coordinator.

Q10. How many people are in long‑term care facilities in Georgia?

There are approximately 370 licensed nursing facilities and 2,600 board and care/personal care homes/assisted living communities with the capacity to serve about 70,000 residents.

Contact

Contact us for information about becoming a Long‑Term Care Ombudsman Representative volunteer:

Phone: 1‑866‑552‑4464, option 5