Senior Listening

When residents or their families in Montana’s nursing homes, assisted living facilities, or other long-term care settings need a voice, they may turn to the Long-Term Care Ombudsman. Ombudsmen are trained advocates dedicated to protecting residents’ rights, resolving problems, and improving quality of care across the state.

In Montana, the Long-Term Care Ombudsman Program is a federally mandated advocacy service established under the Older Americans Act and implemented at the state level through the Department of Public Health and Human Services.

Ombudsmen serve as resident- directed advocates for people living in long-term care settings including nursing homes, assisted living facilities and swing-bed units in critical access hospitals ensuring their health, safety, welfare and rights are upheld.

A Voice for Residents

Unlike regulatory inspectors, who enforce rules and standards, an ombudsman acts on behalf of residents at their consent and direction to listen, support, and intervene when concerns arise. Their services are free and confidential for residents, families, facility staff, and the public.

Certified ombudsmen undergo specialized training (at least 45 hours in Montana) to ensure they are prepared to manage complex issues and advocate effectively.

Key Duties and Services

Ombudsmen conduct a wide range of tasks to protect residents and promote quality care:

• Investigating and resolving complaints: Residents or their families can raise concerns about care, rights, or living conditions, and the ombudsman works to address those issues in ways that respect the resident’s wishes.

• Educating residents on their rights: They help longterm care residents understand statutory rights such as dignity, privacy, and the ability to voice grievances without fear of retaliation and how to exercise them.

• Advocacy with facilities and agencies: Ombudsmen communicate with facility staff, administrators, and outside agencies to seek remedies, improvements, or policies that enhance residents’ quality of life.

• Resident and family council support: They assist in forming and strengthening groups that empower residents and families to promote positive changes in their communities.

• Public education: Ombudsmen inform the public and policymakers about long-term care issues and trends, helping drive systemic improvements.

In Montana, specific laws also ensure that ombudsmen have unrestricted access to care facilities including private access to residents so they can perform their duties without undue barriers.

Resident-Centered, Confidential Advocate Central to the ombudsman’s role is resident choice and confidentiality. Ombudsmen act only with a resident’s direction they do not act, investigate, or share details without consent. This trustbased approach allows residents to raise sensitive issues without fear of retaliation or loss of privacy.

Impact on Communities

Ombudsmen make a tangible difference in daily life for residents. In recent years, Montana’s program has conducted thousands of facility visits, consultations with residents and staff, and educational sessions ensuring that residents’ voices are heard and respected across the state’s long-term care landscape.

For anyone navigating challenges in long-term care whether a resident, family member, or caregiver the Montana Long-Term Care Ombudsman offers information, support, and advocacy free of charge, helping ensure dignity, respect, and quality of life for some of the state’s most vulnerable citizens.

Contact Information:

• Montana State Long-Term Care Ombudsman (Office on Aging, Senior & Long-Term Care Division): 1-800-3322272

• Local Regional Ombudsman through Area Agency on Aging: 1-800-551-3191