A long term care ombudsman is a free, confidential advocate for people who live in nursing homes, assisted living and board and care homes. Every state has an ombudsman program under the federal Older Americans Act. Ombudsmen look into complaints and help resolve them. They explain residents' rights and help with problems like improper discharges. They act at the resident's direction, and they don't inspect communities or give care.
Key facts
- Under the federal Older Americans Act, every state must have a Long-Term Care Ombudsman Program, and the rule covers all states, Washington, D.C., Puerto Rico and Guam. (Ombudsman Resource Center, n.d.)
- The National Long-Term Care Ombudsman Resource Center's data count 53 state programs, about 1,500 full-time staff and about 3,400 volunteers trained to look into and resolve complaints. (Ombudsman Resource Center, n.d.)
- The program stands up for residents of nursing homes, board and care homes, assisted living communities and similar adult care settings, and all of its services are free and confidential. (Ombudsman Resource Center, n.d.)
- Ombudsman programs do not carry out licensing and regulatory inspections, do not do Adult Protective Services investigations and do not provide direct care to residents. (Ombudsman Resource Center, n.d.)
- An ombudsman cannot share details that identify a resident without a court order or consent from the resident or their representative. (Ombudsman Resource Center, n.d.)
When something goes wrong in assisted living, most families think of two options. They can complain to the administrator, or they can move. There is a third option. A trained advocate can take the resident's side, knows residents' rights, and costs nothing. This post explains what the long-term care ombudsman does and doesn't do. It also covers how consent works when you're the one calling, how to find your local program, and what to have ready.
What is a long-term care ombudsman?
The Long-Term Care Ombudsman Program stands up for people who live in long-term care. Under the federal Older Americans Act, every state must have one. Each state has an Office of the State Long-Term Care Ombudsman. A full-time State Ombudsman leads it, with staff and volunteers who serve residents directly. The rule covers all states, Washington, D.C., Puerto Rico and Guam.
The National Long-Term Care Ombudsman Resource Center (the Resource Center) reports the national numbers. The federal Administration for Community Living funds it. The National Consumer Voice for Quality Long-Term Care (Consumer Voice) runs it. Its data count 53 state programs and about 1,500 full-time staff. There are also about 3,400 volunteers trained to look into and resolve complaints.
The program covers assisted living. It stands up for residents of nursing homes, board and care homes, assisted living communities and similar adult care settings. All of its services are free and confidential.
What can the ombudsman help with?
Ombudsmen find, look into and work to resolve complaints. These can be about residents' rights, quality of life or quality of care. The Resource Center lists the kinds of complaints they handle. These include improper discharges, medication errors and slow answers to call bells. Others are about privacy and dignity, or claims of physical, emotional or financial abuse.
| Situation in assisted living | How an ombudsman may help |
|---|---|
| The community says your parent must move out | Explains the discharge rules in your state and your parent's options, and advocates for your parent. The Alzheimer's Association also suggests contacting an ombudsman to understand discharge processes. |
| A care problem keeps coming back despite complaints | Investigates with your parent's consent and works with the community on a resolution |
| Your parent feels bossed around or ignored | Explains residents' rights and supports your parent in exercising them |
| You suspect mistreatment | Investigates at the resident's direction and, with consent, can connect to agencies such as Adult Protective Services or law enforcement |
| Families want to raise concerns together | Supports the development of resident and family councils |
| A problem with an outside service, like Medicaid benefits | Handles some complaints about outside agencies and services too |
Ombudsmen also teach residents, families and staff about residents' rights and good care. They help the public learn about nursing homes, assisted living and other kinds of long-term care. You can call with a question as well as a complaint.
What the ombudsman doesn't do
Knowing the limits saves time. The program's fact sheet says ombudsman programs do not:
- Carry out licensing and regulatory inspections or investigations (the state licensing agency does that)
- Do Adult Protective Services investigations (that's APS)
- Provide direct care to residents
The fact sheet also explains how they work. Ombudsmen try to resolve a complaint the way the resident wants. They don't gather evidence to prove a violation so that someone gets a penalty. Strict federal rules limit what they can share. So they are not mandatory reporters of suspected abuse. They can't share details that identify a resident without a court order or consent from the resident or their representative. For legal advice about your parent's situation, talk with an elder law attorney.
Which one to contact depends on what you need. If you want an outside regulator to look for rule violations, contact the state licensing agency. If you want someone to help your parent fix a problem the way your parent wants it fixed, contact the ombudsman. For serious or repeated problems you can contact both. Consumer Voice notes that the ombudsman program can help you with a complaint to the state agency.
Keep the numbers and the notes in one place
Parent Move Plan starts with one shared family folder and a sheet where every task has an owner and a date. After move-in, the plan also has a weekly check-in agenda. It keeps an open concern, and who is following up with whom, in front of the whole family.
Get your first 3 days freeWhose side is the ombudsman on, and how does consent work?
The ombudsman is on the resident's side. The program's job is to represent the resident and act as the resident directs. Anyone can contact the program with a concern. When someone other than the resident files a complaint, the ombudsman must find out, as far as possible, what the resident wants.
In practice, when a family member calls:
- The ombudsman visits your parent to see whether they share the concern and want to act on it.
- They explain their role, the process and your parent's rights. They ask about your parent's quality of life and care.
- If your parent wants action, the ombudsman looks into it and keeps your parent informed.
- If your parent can't give consent, the ombudsman works with the resident's representative. If there isn't one, they follow program procedures.
The fact sheet notes that many residents, even those with dementia, can express their wishes. So talk with your parent before you call if you can.
Raising it with your parent might sound like this:
"Dad, there's a free advocate for people who live in places like this. Their whole job is to stand up for the residents, and they only act if you want them to. Would it be OK if I asked them to come and talk with you about the shower problem?"
How to find your ombudsman
There are three quick routes:
- The poster in the building. Consumer Voice says the program's contact details should be posted in the community. Look near the front desk or the mailboxes, and take a photo of it.
- Online. On Consumer Voice's Get Help page, click on your state to see the program's contact details.
- By phone. The Eldercare Locator, 800-677-1116, connects people with state and local agencies on aging and other local help.
Save the local number in your phone now, before you need it.
What to have ready when you call
A clear, short story helps the ombudsman act quickly. Have these at hand:
- Your parent's name, the community's name and your parent's apartment
- What happened, with dates, and whether it has happened before
- Who you have already spoken to at the community, and what they said
- Copies of emails, the care plan, or a notice you received
- What your parent wants to happen, in their words
- Whether your parent knows you're calling and agrees
Consumer Voice publishes a free What Happened? form for writing down concerns, and it works well for this. The steps to try inside the community first are in how to raise a concern in assisted living.
Call when a problem isn't fixed after you've raised it with the community, or when your parent gets a move-out notice (see moving out of assisted living: notice periods and refunds). It also makes sense to call when you're unsure what rights apply, or when you fear payback for complaining. You can even call while choosing a community, before you sign. Ombudsman programs can tell you how to find a community and explain residents' rights. Pair that with how to read an inspection report and the residency agreement checklist. If problems pile up, when assisted living isn't working covers the bigger decision.
Rules and prices differ by state. Assisted living rules and costs by state lists the medical exam, TB test, move-out notice, Medicaid and the median monthly cost for all 50 states, with sources.
Frequently asked questions
Does the long-term care ombudsman help people in assisted living?
Yes. The Long-Term Care Ombudsman Program advocates for residents of nursing homes, board and care homes, assisted living communities and similar adult care settings. Rights and care standards for assisted living are set by each state, so the ombudsman can explain what applies in your state.
Is the long-term care ombudsman free?
Yes. According to the National Long-Term Care Ombudsman Resource Center, all services provided by the program are free and confidential.
Can a family member contact the ombudsman?
Yes, anyone can contact the program with a concern. But the ombudsman represents the resident, not the family. When someone else raises a complaint, the ombudsman will try to find out what the resident wants and follow the resident's direction. With limited exceptions, the ombudsman needs the resident's consent before investigating or sharing information.
What is the difference between the ombudsman and the state licensing agency?
The state licensing agency licenses and inspects assisted living communities and nursing homes, and investigates complaints about rule violations. The ombudsman program does not do licensing inspections. It advocates for the resident and works to resolve problems the way the resident wants. You can contact both.
Sources
- National Long-Term Care Ombudsman Resource Center: Long-Term Care Ombudsman Program, What You Must Know (accessed Sept 2026)
- National Long-Term Care Ombudsman Resource Center: About the Ombudsman Program (accessed Sept 2026)
- National Consumer Voice for Quality Long-Term Care: Documenting Resident Concerns in Long-Term Care (accessed Sept 2026)
- National Consumer Voice for Quality Long-Term Care: Filing a Complaint and Getting Help (accessed Sept 2026)
- National Consumer Voice for Quality Long-Term Care: Get Help, Find the Long-Term Care Ombudsman Program in Your State (accessed Sept 2026)
- Alzheimer's Association: Changing Care Providers (accessed Sept 2026)
- National Institute on Aging: Loneliness and Social Isolation: Tips for Staying Connected (accessed Sept 2026)