The Office of the Long-Term Care Ombudsman was established in Oregon in 1981 and is tasked with enhancing quality of life, improving quality of care, and protecting the individual resident’s rights. The Older Americans Act created the Ombudsman program and there is one in every state. In Oregon, it is an independent state advocacy agency that responds to complaints and concerns of residents, family, or facility staff by responding to calls and maintaining a presence in a facility by making regular visits. This is a free and confidential service for all Oregon residents, including about 400 residents in Union and Wallowa counties.

If those 400 people who currently live in Umatilla and Wallowa county’s 18 licensed long-term care facilities — places that provide care to seniors who cannot live independently because of their age or physical or mental condition — formed their own city, it would nearly be the size of North Powder.

Representing these people’s interests is the job of Todd Steele, Deputy State Long-Term Care Ombudsman who works with certified local volunteers to help protect the rights and dignity of residents. “We serve as their independent, confidential advocates,” Steele said, “It’s Oregonians out in Oregon helping Oregonians.”

Residents of long-term care facilities often need someone to act on their behalf because many have a physical ailment or mental issue, such as Alzheimer’s disease or another form of dementia that makes them vulnerable and dependent on someone else for care. Ombudsmen also have to deal with situations that could complicate anyone’s life — such as depression, loneliness, family struggles and complicated health care situations, and the related coverage with Medicare, Medicaid or private health insurance.

If an Ombudsman so much as suspects neglect or abuse in a complaint, Steele said, they immediately report it to the state’s Adult Protective Services Division, which has investigators specifically trained to handle abuse cases.

But, he said, the volunteer Ombudsmen do handle just about everything else, including complaints about the food served at nursing homes, maintenance issues, billing questions, and concerns any resident may have about their home or care.

“Our volunteers are the greatest,” Steele said. “They observe and visit with the residents and when appropriate, help facilitate a resolution.”

Ombudsman volunteers who work with Todd Steele have a variety of backgrounds that bring skills to be effective advocates. They seek to ensure that care center residents have their rights respected and receive good care.

The rewards of being a certified Ombudsman appeal to many who have recently retired and are looking for a meaningful volunteer opportunity. They can arrange visiting schedules to the facilities to their needs and to see a full picture of a facility’s operations. Steele estimates about 65 percent of the residents visited have no need for intervention. Another 25 percent have problems they can address and resolve. Of the remaining 10 percent, perhaps half result in a report to a protective service agency and the other half will requite deeper investigation and possible legal action. Many times, though, the presence of an Ombudsman helps improve the quality of care for all and prevents further issues needing any intervention. “It’s all about being a voice for many who cannot speak for themselves. To see someone’s life improve — that’s the biggest thing,” Steele said.

More volunteers in all areas of Union and Wallowa County are needed; over half of the long-term care facilities do not have a volunteer assigned to them. Certified Ombudsman volunteers are over age 21, can pass a background check and enjoy a flexible schedule. Training for new volunteers is scheduled in The Dalles for mid-August.

Gretchen Jordan is Coordinator of Volunteers with the Office of the Long-Term Care Ombudsman. For more information about volunteering, contact her at gretchen.jordan@ltco.state.or.us or 503-378-6340 or visit www.oregon.gov/LTCO. To report a concern about a long-term care facility, call 1-800-522-2602 or visit www.oregon.gov/LTCO for helpful information.