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Mary Killough, Acting Director Senior HelpLine: 1-800-252-8966 (711 TRS)

Long-Term Care Ombudsman Program

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What is the Long-Term Care Ombudsman Program
Mandated by the Federal Older Americans Act and the Illinois Act on Aging, the Illinois Long-Term Care Ombudsman Program (LTCOP) is a resident-directed advocacy program which protects and improves the quality of life for residents in a variety of long-term care settings. Ombudsmen work to resolve problems of individual residents and to bring about changes at the local, state and national levels to improve care.

Who the Long-Term Care Ombudsman Program Serves
 Trained community ombudsmen regularly visit long-term care facilities, monitor conditions and care, and provide a voice for those unable to speak for themselves. Most residents receive good care in long-term care facilities; however, far too many experience violations of their rights including abuse, neglect, poor care, isolation and lack of choices and meaningful activities.  Long-Term Care Ombudsmen make every reasonable effort to assist, empower, represent and intervene on behalf of the resident. Ombudsman work is directed by the resident.

IL SLTCO Podcast

What’s Your Story: Conversations with Long-Term Care Residents & IL Aging Network Stakeholders

During this podcast you will hear personal stories by people who have lived or are currently living in long-term care homes, about what life is really like as a resident of a long-term care home. The goal is to provide a platform for the voices of Long-Term Care Residents to be heard.

How the Long-Term Care Ombudsman Program Works
Long-Term Care Ombudsmen are assigned to designated regions throughout the state of Illinois and work closely with residents to protect and honor residents' rights by...

  • Advocating to improve the quality of care and quality of life for residents of long-term care facilities in Illinois.

  • Empowering seniors and adults with disabilities to self-advocate.

  • Providing information to residents about residents' rights, long-term care options, supports and services in nursing facilities and in the community.

  • Investigating complaints and concerns. Ombudsmen will work to resolve complaints to the satisfaction of residents.

  • Listening, in order to understand an issue from the resident's perspective.

  • Maintaining confidentiality. Ombudsmen may not discuss or disclose any information without the individual's permission.

The Services Provided are Free of Charge

  • Person(s) 18 or older who is/are either a current resident, a prospective resident, or a former resident of a long-term care facility; 
  • Friends and relatives of persons who live in long-term care facilities; 
  • Long-term care facility staff members and administrators with resident-related concerns; 
  • Individuals and families who are considering long-term care facility placement as a long-term care option; 
  • The community-at-large; and 
  • Other interested groups concerned about the welfare of residents of long-term care facilities.

When you should contact an Ombudsman 

  • resident-directed and/or person-centered care; 
  • how to report a problem or concern that has occurred in a long-term care facility;
  • Home Care Ombudsman activity in the community;
  • how a resident can participate in decisions related to their care;
  • facility regulations;
  • Home care services provided in the community;
  • residents' rights;
  • Involuntary transfers or discharges.

How to contact an Ombudsman

Choosing a Long-Term Care Facility
Home Care Ombudman Program
COVID-19 Information
Resident and Family Support Council

General Resources List