Ombudsman program details resident advocacy, successful interventions and referral partnerships

The Center for Prevention of Abuse reported on its ombudsman program, which advocates for residents in nursing homes and assisted-living facilities across a six-county footprint that includes Peoria County. The presenter explained that a ‘‘case’’ is opened when a resident raises a complaint and stays open until the resident agrees it can be closed. The office provides referrals to agencies such as Adult Protective Services, Prairie State Legal Services and the Illinois Department of Public Health. The presenter described specific interventions: securing a resident’s $60 monthly personal-needs allowance after a public guardian had overlooked it, resolving early-morning wake-up schedules for another resident, and helping a resident successfully return home after therapy, including arranging cognitive testing, benefits enrollment and counseling. The presenter emphasized that some cases are complex and long-running while others are quick fixes; the program closes cases only with resident approval. Staff said the program fields calls from a range of community members and that the ombudsman role is an advocacy function focused on resident dignity and direct problem resolution.