Community Ombudsman Program
What is the Long-Term Care Community Ombudsman?
The Long-Term Care Community Ombudsman (LTCCO) is a dedicated advocate who works to improve the quality of life and care for Connecticut residents who receive long-term services and supports through Department of Social Services home and community-based services and live in community settings. These settings may include private homes, residential care homes, and assisted living communities.
Long-term services and supports are the health care, personal care, and social services that help adults with physical, thinking, or mental health needs live as independently and safely as possible in the community. These are the people the LTCCO serves. Services may be provided by many different kinds of agencies and workers, including home health and hospice agencies, homemaker-companion agencies, and other community-based providers. Support may include help with daily activities, medical and nursing care, social and emotional support, or hospice care for people who may be nearing the end of life.
All Ombudsman work is done on behalf of, and at the direction of, the resident. Communication with residents, family members, and legal guardians, when applicable, is kept confidential.
What does the Long-Term Care Community Ombudsman do for individuals receiving long-term services and supports?
The LTCCO responds to and investigates complaints brought forward by residents, family members, and others acting on their behalf. Ombudsmen also provide information and consultation, monitor state and federal laws and regulations, and recommend improvements. Here is a closer look at what the LTCCO does:
- Responds to and investigates complaints: The LTCCO identifies, investigates, refers, and helps resolve complaints about long-term services and supports provided in community settings. The LTCCO looks into concerns brought forward by individuals, family members, or other advocates acting on the individual's behalf. The Ombudsman helps resolve problems at the direction of the individual receiving services.
- Educates about rights: One of the Ombudsman's key roles is to help individuals and families understand their rights and the long-term services and supports available to them. This helps people make informed decisions about their care and services.
- Empowers and supports: The LTCCO supports individuals and families in speaking up about concerns to those providing care or services. This helps make sure the person's preferences and needs are heard and respected.
- Provides information: The LTCCO provides information about long-term services and supports and other available resources. This helps individuals and families better understand their options.
- Advocates for improvements: The Ombudsman advocates for improvements in state and federal laws and regulations related to long-term services and supports.
- Represents the voice of individuals: The LTCCO serves as an advocate for the voice and interests of individuals receiving long-term services and supports before government agencies and other interested parties. It is a self-directed and resident-centered program.
- Identifies and seeks remedies: The Ombudsman identifies gaps or problems in provider, government, or community services and works to help address them.
- Respects privacy and confidentiality: Protecting privacy and confidentiality is central to the LTCCO's work. This helps individuals feel safe sharing their concerns and experiences.
- Free and confidential services: All LTCCO services are free and confidential.
Resource Limitations
The LTCCO is committed to resolving concerns, advocating for improvements, and empowering individuals and families. However, referrals and cases are opened based on available resources and appropriations. While the LTCCO is committed to helping individuals, the level of service may depend on available resources. If you or someone you know needs help exercising their rights or addressing long-term care concerns, contact your Regional Community Ombudsman at 1-866-388-1888.