Long-Term Care Ombudsman

Improving the quality of life for residents of long-term care through advocacy, education and empowerment.
Visit us on Facebook

What is an Ombudsman?

The word “Ombudsman” (om-budz-man) comes from Swedish. It means someone who speaks or helps on behalf of another person. The Missouri Long-Term Care Ombudsman Program is a group of trained volunteers across the state who help residents in long‑term care facilities. Their goal is to make sure residents have a good quality of life and that their rights are protected.

Volunteers are recruited by regional Ombudsman coordinators who work in local programs run by the Area Agencies on Aging (AAAs) or their service partners. After training, Ombudsmen visit residents regularly to discuss any issues. Residents may file complaints anonymously through volunteers, but it will not be acted upon until the resident gives permission. When they act on a complaint, they first support residents in solving the problem themselves. Ombudsmen always act based on what the resident wants, unless a very serious situation requires a different response. Ombudsmen encourage residents to make their own choices and use their rights.

Overall Program Policy

It is important to understand the Ombudsman Program does not have enforcement powers of its own and is not a regulatory agency in any sense. Trust and confidence can be maintained only so long as residents, nursing home facilities, agencies and the public know the Ombudsman has no vested interest in any given case. The Ombudsman's only interest is ensuring long-term care residents are able to freely exercise their rights.

Ombudsman Program Structure

The Missouri Long‑Term Care Ombudsman Program is overseen by the Office of the State Long‑Term Care Ombudsman. This office is part of the Missouri Department of Health and Senior Services (DHSS), within the Division of Senior and Disability Services (DSDS).

The State Office, led by the State Ombudsman, manages and directs all activities of the program.

Missouri law requires DSDS to work with Area Agencies on Aging (AAAs) to run services under the Older Americans Act (OAA), including the Long‑Term Care Ombudsman Program.