Ombudsman's office reports fewer referrals but more cases in 2024; staff described frequent crisis assistance
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Summary
The municipal Ombudsman's office reported 725 referrals and 233 cases in 2024; staff described on-the-floor assistance to people experiencing homelessness and an ongoing role as a public-facing municipal assistance point.
The municipality's Ombudsman's office reported Jan. 9 that referrals declined in 2024 compared with 2023, while the number of formal cases increased.
The Ombudsman told the Rules Committee that the office received 725 referrals in 2024 (down 18 from 2023) and 459 contacts (down 34), while it opened 233 cases (up 21 from the previous year). The office attributed part of the drop in contacts to less snow-related service requests this winter.
The Ombudsman described several examples of the office's public-facing work. Staff assisted individuals in crisis who came to the first-floor office, connecting them with coats and bus passes and helping coordinate between municipal services and community partners. One case described staff spending more than an hour helping a person experiencing homelessness who self-identified as living with schizophrenia; the Ombudsman said staff connected that person to shelter and local services.
The office said it will remain open to the public for walk-in services, in contrast with other state offices that have moved to appointment-only operations.
Committee members thanked the Ombudsman's staff for the hands-on casework and asked the office to continue reporting on caseload trends and notable service outcomes as part of regular updates to the assembly. No policy votes were taken at the Jan. 9 meeting.