Our Services
For an overview of Ombudsman services provided in Fiscal Year 2025 view our SLTCOP Annual Report — Fiscal Year 2025 (PDF).
For detailed information on the services provided by the Ombudsman Program during Fiscal Year 2025 view our SLTCOP Annual Report — Fiscal Year 2025 (PDF).
Complaint Processing
A principal function of the Ombudsman Program is to investigate and work to resolve complaints made by or on behalf of long-term care residents. In our complaint handling, ombudsmen respect resident and complainant confidentiality and focus complaint resolution on the resident’s stated wishes.
A complaint is defined as information regarding action, inaction, or decisions that may adversely affect the health, safety, welfare, or rights of residents which is brought to the attention of a long-term care ombudsman and to which the ombudsman responds in order to address the adverse effect on residents. Learn more about Complaint Processing.
Issues Advocacy
Working with and on behalf of residents, ombudsmen identify systemic issues that require change. For current updates view our Annual Report. Learn more about Issues Advocacy.
Information and Assistance
Ombudsmen provide consumers, family members, friends, and caregivers with information regarding admission, resident care, rights, relocation, abuse, and many other long-term care issues. Learn more about Information and Assistance.
Consultation to Facilities
Ombudsmen provide a staff of long-term care facilities with consultations on resident rights, nursing home services, and care, and many other long-term care subjects. Learn more about Consultation to Facilities.
Routine Visits to Facilities
Ombudsmen regularly visit residents in long-term care facilities and observe conditions. Residents often present their concerns to ombudsmen during such visits. Learn more about Routine Visits to Facilities.
Community Outreach and Education
Ombudsmen educate the community on subjects including the rights of residents, the services of the Ombudsman Program, facility regulation and enforcement, resident care practices, and abuse. Ombudsmen make presentations to churches, classrooms, civic clubs, senior groups, public and private agencies, and other interested parties. In addition to presentations, ombudsmen provide information through professional newsletters, the news media, publications, and the world wide web. Request a speaker or information.. Learn more about Community Outreach and Education.
Ombudsman Advisory Councils
Ombudsmen meet regularly with Advisory Councils to improve operations of the Ombudsman Program, discuss long-term care issues, and network in order to resolve identified problems. Learn more about Ombudsman Advisory Councils.
Interagency Coordination
Ombudsmen work closely with social services, regulatory, advocacy, policy-making, law enforcement, and other organizations — all with the goal of improving the lives of Georgians needing long-term care. Learn more about Interagency Coordination.
Resident and Family Councils
Ombudsmen help residents and family members establish resident and family councils in nursing homes and larger personal care homes. We participate in resident and family council meetings as speakers, observers, and resource persons. Learn more about Resident and Family Councils.
In-Service Education to Facility Staff
Ombudsmen train facility staff on topics such as the Ombudsman Program, residents’ rights, and abuse reporting. Request an in-service.. Learn more about In-Service Education to Facility Staff.
Volunteer Management
State Office staff and community programs work together to manage volunteers. Certified “LTCO Volunteers” are trained to investigate and resolve complaints. “Volunteer Visitors” visit residents in coordination with the community program, but are not authorized to handle complaints. When Volunteer Visitors learn of complaints they request that a Certified Ombudsman contact the complainant to handle the investigation and resolution. To volunteer or for other information To volunteer or for other information..