Long-Term Care Ombudsman Program tri-fold brochure

TYPES OF COMPLAINTS • Resident’s preferences • Resident’s rights

• Dignity and respect • Quality of care • Quality of life

• Financial abuse • Neglect

• Emotional, phsyical and mental abuse • Witnessing Advance Health Care Directive in skilled nursing facilities

REPORTING ABUSE & COMPLAINTS IN ALAMEDA COUNTY

Call: 510-638-6878 After Hours Crisis Line: 1-800-231-4024 Mandated reporters—please complete elder abuse mandated reporting form as required ​by law.

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LONG-TERM CARE OMBUDSMAN PROGRAM OF ALAMEDA COUNTY

OTHER IMPORTANT NUMBERS APS - Adult Protective Services 510-577-3500 or 1-866-CALL-APS California Dept. of Public Health (CDPH) 510-620-3900 Community Care Licensing (CCL) Complaint Hotline 1-844-538-8766 Court Investigator’s Office 510-636-8820 District Attorney Victim-Witness Division 510-272-6180 Legal Assistance for Seniors 510-832-3040 Medi-Cal Intake 510-777-2300 Medicare 1-800-952-8627 Public Guardian 510-577-3585 Senior Information & Assistance 1-800-510-2020 Social Security Administration 1-800-772-1213

Long-Term Care Ombudsman Program (510) 638-6878 FAX: (510) 577-1965 ombuds@acgov.org

ABOUT THE OMBUDSMAN PROGRAM WHO WE ARE...

The Alameda County Long-Term Care Ombudsman Program is provided by Older Americans Act funds through the Alameda County Area Agency on Aging. The Ombudsman Program is a community resource serving the elderly in long-term care facilities, their families and caregivers. The Ombudsman’s chief role is to ensure that residents of long-term care facilities are receiving the services to which they are entitled, including quality care.

KNOW YOUR RIGHTS When you move into licensed care, you don’t give up your rights!

• You have the right to be fully informed in all • • • • •

aspects of your care.

You have the right to voice grievances.

You have the right to privacy and confidentiality.

You have specific rights during transfers and discharges.

You have the right to dignity, respect and freedom.

You have the right to make independent choices.

BECOME A VOLUNTEER Are you interested? Inspired? Intrigued?

Ombudsmen need to have a heart and respect for our senior and dependent adult population, be able to listen, observe, advocate, and maintain professional relationships with facility staff and the residents. Volunteers must be able to hold confidences securely, and be reliable, resourceful, good negotiators, persistent and patient, and unafraid of speaking out when something is not right—and able to persist until it is right!

Ombudsmen are trained and certified through the Office of the State Long-Term Care Ombudsman (OSTLCO) to ensure that the residents’ rights are respected, that they are treated with dignity, and that they are cared for adequately.

Volunteers are expected to make a committemnt 2-3 hours per week (12+ hours/month).

WHAT WE DO… Ombudsman are advocates for residents of licensed care facilities. The primary responsibility of an Ombudsman is to investigate and resolve complaints, misunderstandings and grievances made by, or on behalf of, individual residents in licensed long-term care facilities, including nursing homes, residential care facilities for the elderly (RCFE), also known as board and care or assisted living facilities.

All Ombudsman services are free and confidential.

Alameda County Long-Term Care Ombudsman Program 510-638-6878 After Hours Crisis Line 1-800-231-4024

Duties: • Ombudsman visit long-term care facilities (nursing homes and residential care facilities) about once a week.

• Listens to residents’ concerns and problems.

• Ensures that the residents’ rights to selfdetermination are always respected.

• Helps residents clarify their needs and advocate for themselves.

• Assists the residents and staff in discovering resources and developing solutions to issues as they arise.

• When necessary, reports violations to appropriate government authorities.

Contact Alameda County Long-Term Care Ombudsman Program 510-638-6878 Make a difference today!