Pamela Williams, King County Regional Long Term Care Ombudsman. The Washington State Long-Term Care Ombudsman Program depends on local citizen volunteers to visit, resolve complaints, and advocate for the rights of residents.

Pamela Williams, King County Regional Long Term Care Ombudsman. The Washington State Long-Term Care Ombudsman Program depends on local citizen volunteers to visit, resolve complaints, and advocate for the rights of residents.

Volunteering is a Win-Win

It’s been two years since the COVID deadly outbreak. No population was more harmed by the pandemic than residents and staff of long term care, accounting for between 35 – 40 percent of all deaths. Data is showing more than 75 percent of deaths nationwide are people over 65, including one in ten nursing home residents. Here in Covington and Maple Valley, there are 12 nursing home facilities, home to nearly 200 long term care residents.

Residents of long term care homes continue to be subject to a twin pandemic of COVID infection and prolonged isolation – which itself is causing decline in physical, emotional health and even death.

Chronic staffing shortages are exacerbating the need for trained resident advocates

Covid isn’t the only killer out there. Omicron may be in retreat, but unfortunately the threat of poor quality care and the harm of isolation for residents in long term care are not. The staffing crisis in long term care facilities may well be the bigger threat to the wellbeing of residents.

Visitation from family, friends and independent advocates like volunteer ombuds literally saves lives, and is critical to honoring residents’ rights to autonomy, quality care, and dignity. Ombudsman is a Swedish word meaning “to advocate for another.” In Washington we use the terminology “Ombuds.”

What is a long term care Ombuds?

The Washington State Long-Term Care Ombudsman Program is an independent organization that advocates for the rights of residents living in long term care homes. The program depends on local citizen volunteers in every community who are trained to visit, resolve complaints, and advocate for the rights of residents.

Ombuds are trained and certified to identify and address potential neglect, abuse, improper eviction or retaliation that residents may be experiencing, and ensure their right to quality care and visitation is protected. Volunteers check on residents to see how they are doing and if they have concerns, questions or needs. Ombuds serve as the voice for residents who too often don’t have one.

Ombuds resolve over 90 percent of the complaints received, reduce the need for costly government or legal interventions, and provide critical support to ensure the quality of care and that the legal rights of residents are being upheld.

Common violations of resident rights and complaints that Ombuds address include:

  • Involuntary discharge/eviction
  • Lack of personal dignity and respect
  • Slow or no response to request for assistance
  • Issues with medications
  • Issues related to hygiene
  • Civil rights and billing issues

During the pandemic, the Ombuds program delivered 1,060 electronic tablets to adult family homes across the state for residents to have virtual visits with loved ones, entertainment and online consultations with doctors. Volunteers personally wrote and delivered thousands of postcards to residents to let me know we’re still there for them.

Pamela Williams, King County Regional Long Term Care Ombudsman, reflected on the critical role program volunteers play: “I saw firsthand the meaning of dedication and understanding from volunteers working with vulnerable adults in long-term care. The thoughtfulness and passion from our volunteers help to ensure quality care for seniors living in long-term care facilities. Our volunteers give the gift of compassion and concern for a special slice of humanity.”

Call for community volunteers

Now with protective measures in place, the Washington State LTC Ombudsman Program has an urgent need for volunteers in every community. Ombuds volunteers genuinely enjoy their work, and report one of the things they like best about their role is the social connections they make with other volunteers and folks in their community.

Chander Bela, who lives in Covington with her family, joined the program at the start of the pandemic. Says Bela, “When I was working as a CNA (certified nursing assistant) in a long term care home, I saw the Ombudsman coming in, visiting with residents, and addressing complaints, and that motivated me to quit my job to become an Ombudsman! When the residents feel listened to, they know someone is there for them. That’s motivating.”

Community members interested in volunteering with the Long Term Care Ombudsman program can find out more by visiting www.waombudsman.org or calling 1-800-562-6028.


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