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Long-Term Care Ombudsman Program Policies and Procedures

The LTCOP Policies and Procedures govern the actions of the Office of Illinois Long-Term Care Ombudsman, all designated paid and unpaid long-term care ombudsmen, provider agencies, Area Agencies on Aging, the Illinois Department on Aging, and other parties involved in the operation of the Illinois Long-Term Care Ombudsman Program.

The following Table of Contents provides links to sections of the policies and procedures relevant to the Illinois Long-Term Care Ombudsman Program.

Disclaimer: The Illinois Long-Term Care Ombudsman Program Policies and Procedures are provided by the Illinois Department on Aging and are intended for the convenience of interested persons. The Department does not ensure the accuracy of the policies and procedures on this web site and urges you to consult the official documents or advice of legal counsel.

101: General Authority and Mission
102: Structure of the Illinois Long-Term Care Ombudsman Program
103: Organization of this Policies and Procedures Manual
104: Definitions

105: Policy Clarifications, Revisions, and Waivers to this Manual 

201: The Illinois Department on Aging Responsibilities
202: State Long-Term Care Ombudsman Responsibilities
203: Responsibilities of the Office
204: Area Agency on Aging Responsibilities
205: Provider Agency Responsibilities

206: Regional Ombudsmen Responsibilities

301: Designation of Regional Ombudsman Programs

302: Refusal to Designate and De-designation of Regional Programs

303: Certification of an Ombudsman

304: De-certification of an Ombudsman

305: Grievances Against an Ombudsman Related to the Performance of Duties

401: Program Service Components
402: Investigative Services
403: Regular Presence in Long-Term Care Facilities
404: Consultation, Inquiries and Community Education
405: Issue Advocacy
406: Resident and Family Councils
407: The Regional Program Annual Services Plan
408: Monitoring and Evaluation of the Program

501: Receipt of Complaints
502: Complaint Investigations
503: Verifying Complaints
504: Resolution of Complaints
505: Abuse and Neglect
506: Complaint Referral
507: Documentation of Ombudsman Services
508: Multidisciplinary Teams 

601: Access to Residents and Facilities
602: Access to Resident and Participant Records
603: Access to State Regulatory Agency Records and Officials

701: Legal Advice and Consultation
702: Representation for Civil Legal Action
703: Willful Interference
704: Retaliation and Reprisals
705: Guardianship

801: Confidentiality of Program Records
802: Monitoring the Records of the Regional Program
803: Disclosure of Information
804: Program Record Maintenance

901: Adherence to Procedures
902: Identifying a Conflict of Interest
903: Disclosure of a Conflict of Interest
904: Reviewing and Remedying the Conflict of Interest
905: Failure to Identify or Remedy a Conflict of Interest

1000: Volunteer Management

1101: Emergency Plan Communication and Coordination: Prior to an Emergency

1102: Emergency Plan Communication and Coordination: During an Emergency

1103: Ombudsman Program Services Related to Emergencies

1104: Emergency Plan Coordination: After an Emergency

1201: Ombudsman Program Role in Facility Closures
1202: Ombudsman Program Role in Facility Bankruptcies

A:  Older Americans Act (Reauthorized in 2020)

Contact Information

State Long-Term Care Ombudsman
Illinois Department on Aging
Division of Home and Community Services
Office of the State Ombudsman
One Natural Resources Way, #100
Springfield, IL 62702-1271