Arkansas Long-Term Care

Ombudsman Program

The mission of the Arkansas Ombudsman

Program is to ensure that long-term care

facility residents have the right to live their

lives harmoniously and with dignity, feeling

free to voice complaints or concerns

without reprisal.

The Ombudsman strives to be a trusted

advocate for all residents by educating

them regarding their rights and

empowering residents to speak for

themselves, while providing advocacy for

those without a voice.

Through regular visitation, the

Ombudsman seeks to enhance the quality

of life for long-term care residents by the

investigation of complaints and staff to

facilitate the resolution of problems.

Our Mission

Division of Aging, Adult and

Behavioral Health Services

Phone: 501-682-2441

www.arombudsman.com

Contact Your OmbudsmanREGION I Northwest Arkansas Area Agency on Aging Counties: Baxter, Benton, Boone, Carroll, Madison, Marion, Newton, Searcy and Washington Phone: 1-800-432-9721 or 870-741-1144

REGION II White River Area Agency on Aging Counties: Cleburne, Fulton, Independence, Izard, Jackson, Sharp, Stone, Van Buren, White and Woodruff Phone: 1-800-382-3205 or 870-612-3041

REGION III East Arkansas Area Agency on Aging Counties: Clay, Craighead, Crittenden, Cross, Greene, Lawrence, Lee, Mississippi, Phillips, Poinsett, Randolph and St. Francis Phone: 1-888-311-2238 or 870-336-2260

REGION IV Area Agency on Aging of Southeast Arkansas Counties: Arkansas, Ashley, Bradley, Chicot, Cleveland, Desha, Drew, Grant, Jefferson and Lincoln Phone: 1-800-264-3260 or 870-543-6300

REGION V Carelink Counties: Faulkner, Lonoke, Monroe, Prairie, Pulaski and Saline Phone: 1-800-482-6359 or 501-372-5300

REGION VI West Central Arkansas Area Agency on Aging Counties: Clark, Garland, Hot Springs, Montgomery and Pike Phone: 1-800-467-2170 or 501-321-2811 Counties: Conway, Johnson, Perry, Pope and Yell Phone: 1-800-467-2170 or 479-967-9300

REGION VII Southwest Arkansas Area Agency on Aging Counties: Calhoun, Columbia, Dallas, Hempstead, Howard, Lafayette, Little River, Miller, Nevada, Ouachita, Sevier and Union Phone: 1-800-272-2127 or 870-234-7410

REGION VIII Western Arkansas Area Agency on Aging Counties: Crawford, Franklin, Logan, Sebastian, Scott and Polk Phone: 1-800-320-6667 or 479-783-4500

Show you care by becoming a Certified Volunteer Ombudsman

Contact Your Ombudsman

Role of the Certified

Volunteer Ombudsman

Inform residents of their rights under

federal/state laws and assist them in protecting

their rights

Provide information about the ombudsman

program to residents and families

Refer complaints and concerns to designated

Regional Ombudsman

Observe and report conditions in nursing homes

to the Regional Ombudsman

18+ years old

Have reliable transportation

Experience in working with older people

Must not have immediate family presently

employed by a LTC facility

Role of the Office of State Long-Term

Care (LTC) Ombudsman

Advocate for residents of long-term care

facilites

Receive, investigate, and resolve complaints

on behalf of residents of LTC facilities

Educate the community in regards to the

ombudsman program and residents' rights

Management of the Certified Volunteer

Ombudsman Program in their service area

Develop and maintain a statewide ombudsman

program

Provide training and certification to ombudsman

Provide technical assistance to the regional

ombudsman

Provide oversight of the statewide ombudsman

program

Establish a statewide Certified Volunteer

Ombudsman Program

Role of the Regional Ombudsman

Qualifications of an Arkansas Certified

Volunteer Ombudsman

Training required to obtain and maintain

an active certification as an Arkansas

Certified Volunteer Ombudsman

Must attend an 8-hour classroom training

Must complete a 12-hour nursing home

practicum

Must attend quarterly in-service training classes

Encouraged to attend at least one state-

sponsored quarterly training per year

Visit residents in LTC facilities 2-4 hours

weekly

Explain the purpose of the ombudsman

program to residents and family

Complete all required paperwork accurately

and on time

Observe and report to the Regional

Ombudsman regarding care in assigned

facility

Abide by LTC facilty policies

Help residents and their families understand

the facility policies

Attend resident and family council activities

when requested

Refer complaints or problems received or

observed to the Regional Ombudsman

Ask for technical assistance from Regional

Ombudsman

Adhere to the confidentiality and code of

ethics agreement at all times

Responsibilities

The Certified Volunteer Ombudsman will

observe and report to the Volunteer

Ombudsman Coordinator regarding care in

their assigned facility. If the Area Agency on

Aging does not have a Volunteer

Ombudsman Coordinator, then you will

report directly to the Regional Ombudsman.

The Certified Volunteer Ombudsman will

complete all monthly paperwork and submit

to the Volunteer Ombudsman Coordinator.

The Certified Volunteer Ombudsman will

provide the referral/complaint form directly to

the Regional Ombudsman.

Supervision