What is an Ombudsman?
Long-term care (LTC) ombudsmen are free-of-charge advocates for resident rights. If you have a question or concern about somebody living in a nursing or assisted living facility, you may contact an ombudsman.
An Ombudsman advocates for quality of life and care for residents living in nursing homes and assisted living facilities. An Ombudsman completes state-approved training and is certified by the State Long-Term Care Ombudsman and is certified by the Texas Health and Human Services department.
An ombudsman helps ensure residents receive the care they want and are treated with the dignity they deserve. The ombudsman also identifies and resolves concerns that affect residents and respects resident choices and independence. The ombudsman also advocates for resident-focused laws and regulations.
How to File a Complaint
Abuse or Neglect Complaints
If you are filing a complaint of abuse or neglect, please call 1-800-458-9858 for immediate assistance.General Complaints
To file a complaint on behalf of a resident residing in a nursing home or assisted living facility, contact our local ombudsman.- Ombudsman: Kim Palmore
- Phone: 903-255-3507
- Toll-Free: 1-800-372-4464, press 2
Volunteer Opportunties
People who live in nursing homes and assisted living facilities may have little or no contact with the outside world. Many feel they lack control over their lives. A certified volunteer ombudsman who visits regularly can be the highlight of a resident’s day and ensure residents get good care.
If you have a passion for helping others, a caring spirit, and a willingness to learn, we need you! Become an ombudsman and help improve the quality of life and care for residents in a facility near you. We provide training, tools, and ongoing support.
If you’re interested in volunteering, please complete the form below or call 903-255-3507.
What does a volunteer ombudsman do?
Volunteers regularly visit residents at an assigned nursing home or assisted living facility. They listen to residents’ concerns and, with resident consent, investigate, problem-solve and help resolve concerns. Ombudsmen support residents’ rights, privacy and confidentiality.
Who can volunteer?
Volunteers must be at least 18 years old, have available transportation, and possess genuine care and concern for older adults. All volunteers must be able to pass a criminal history check and screening for conflicts of interest.
What experience is needed to volunteer?
No experience is required. Training, ongoing supervision, and support are provided by the local ombudsman program. The most important requirements are compassion, respect for older people, and common sense. A positive attitude, the ability to communicate effectively, and available time are also important.
Is training provided?
Volunteers participate in a free, 36-hour certification training course. Training includes classroom, self-study and in-facility training. Each volunteer serves a 3-month internship. The managing local ombudsman recommends volunteers for certification, and the State Long-term Care Ombudsman makes the final decision.
Ongoing education is provided. Twelve hours of continuing education is required annually (one hour per month of certification).
What is the time commitment?
After training, volunteer hours are flexible. Volunteer hours vary but on average, most volunteers work 1 or 2 hours per week.
How is a volunteer assigned to a facility?
Volunteer facility assignments use 2 main factors: where we have a need for volunteers and the volunteers’ preference. If you prefer to have an assignment close to your home or work, we will make every effort as long as there is a facility available.
The Ark-Tex Area Agency on Aging (AAA) is designated by the Texas Health and Human Services Commission (HHSC) to provide services to help people age 60 and older, their family members, and caregivers to help them receive the information and assistance they need in locating and accessing community services. Services are targeted to those with greatest economic and social need. Particular attention is paid to people with low-incomes, older people who belong to minority groups, and older people residing in rural areas. In addition, family members and other caregivers may receive information and services on behalf of the older person for whom they are providing care.