Resident Claire Gonet enjoys a visit with Ombudsman
volunteer Christopher Bruce.
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The Ombudsman Program
By Abrah J. Zion
Coastline Elderly Services, Inc. offers an array of crucial
programs. You may already be familiar with some of them
such as Meals on Wheels, Care Management, The Family Caregiver
Support Program, The Foster Grandparent Program and many
more. However, not too many people are familiar with our
Ombudsman Program. Yet, it's a very important advocacy
program for those living in long term facilities.
Ombudsman is a medieval Swedish word which means a representative
of the people. Long Term Care Ombudsman represent residents
of licensed nursing and rest homes. Donna Cabral the Program
Director of Coastline's Ombudsman Program works with a
group of dedicated volunteers.
The Ombudsman volunteers are there to serve
the residents, promoting their rights and working for positive
change in the facilities. Ombudsmen are the link between
the residents, facility staff and the community. They investigate
complaints and work with the staff to resolve any issues
and reach acceptable solutions.
Our program is completely independent from
the nursing and rest homes in the area. Ombudsmen work
strictly for the residents. Privacy and confidentiality
is of the utmost importance. Volunteers always need the
resident's permission when presenting concerns to the attention
of the faculty staff for correction.
Volunteers are assigned to a facility and make weekly
visits. They become a familiar face to residents and if
a concern arises residents feel comfortable talking to
the Ombudsman about it.
Our volunteers also consult with family members, and observe
residents who may not be able to voice a concern.
Advocacy information is posted in the facility allowing
residents and family members access to the program.
Volunteers meet with new residents to assist them in adjusting
to their new surroundings and to be the ear for residents
who have no one else.
The program promotes the concept of culture
change in nursing homes – everyone
is an individual and needs individualized care. This is a home for a group
of people where each person should receive good care and have a good quality
of life. Ombudsmen are an important part of this movement.
The success of the program is measured by
the commitment of our volunteers. Ombudsman Christopher
Bruce has been a program volunteer for more than two years
and thinks the program is a fantastic opportunity to help
people. “Volunteering
for Coastline's Ombudsman program has been really rewarding.
I've been able to help a lot of people through the years”,
he says. In addition, he's inspired other people to join
the Ombudsman volunteer program.
Each of our volunteers is an exceptional
person having their own unique backgrounds. To
be an Ombudsman does not require a medical or professional
background.
A three-day training program is provided
by the Executive Office of Elder Affairs. Volunteers receive
on going training and supervision from Program Director,
Donna Cabral. Volunteers meet monthly as a group with
Mrs. Cabral to discuss and share their experiences. She
is also always available to support and assist the volunteers.
Volunteers schedule their own visits and have access to
the facilities seven days a week between the hours of 10:00
AM and 8:00 PM. The visitation schedule allows working
people to be a part of the program.
There are eighteen licensed facilities that
our Ombudsman program works with – sixteen nursing homes
and two rest homes that fall in the Coastline service area
which includes New Bedford, Dartmouth, Fairhaven, Mattapoisett,
Marion, Rochester and Gosnold.
Do you have 2 hours per week to donate? If you'd like to
make a difference in a resident's life, think about volunteering
and being an Ombudsman. For more information regarding the
program and how you can be part of it, please contact Coastline
at: (508) 999-6400 or send an email to: information@coastlineelderly.org.
