The Long-Term Care Ombudsman Program (LTCOP) grew out of efforts by both federal and state governments to respond to widely reported concerns that our most frail and vulnerable citizens (those living in long-term care facilities) were subject to abuse, neglect and substandard care. These residents also lacked the ability to exercise their rights or voice complaints about their circumstances. The primary purpose of the Long-Term Care Ombudsman Program is to identify, investigate and resolve complaints made by or on behalf of residents of nursing homes, assisted living facilities, and adult foster care homes.
The LTCOP will make every reasonable effort to assist, advocate, and intervene on behalf of the resident. When investigating complaints, the program will respect the resident, maintain their confidentiality, and will focus complaint resolution on the resident’s wishes.
In addition to identifying, investigating and resolving complaints, the LTCOP:
Educates residents, families, facility staff and the community about long term care issues and services
Promotes and advocates for residents’ rights
Assists residents in obtaining needed services
Works with and supports family and resident councils
Contact Long-Term Care Ombudsman Program
If you have a complaint, concern or would like more information, the Ombudsman Program is available to assist you. Contact your local LTCOP at:
Area Agency on Aging, Region One 602-264-2255
Pima Council on Aging 520-546-2007
Yavapai, Coconino, Navajo, Apache Counties
Northern Arizona Council on Aging (NACOG-AAA) Central Intake number: (877) 521- 3500
Mohave, La Paz, Yuma Counties
Western Arizona Council on Aging 928-217-7114
Pinal and Gila Counties
Pinal-Gila Council for Senior Citizens (520) 836-2758
What are the visitation rules during COVID-19 for long-term care facilities? The State will continue to prioritize protecting congregate settings, while identifying responsible and safe ways to allow family members to interact, in keeping with guidance from CMS and the White House Gating Criteria. Facilities with vulnerable adults or children, including Nursing Care Institutions, Residential Care Institutions, Nursing Supported DD Group Homes, and ICF-IID’s should only allow visitation according to the following guidance. View the COVID-19 guidance for visitation at congregate settings for vulnerable adults and children.
Arizona Department of Health Services, Public Health Licensing Licenses and monitors health and child care facilities and providers throughout Arizona. Licensing inspections, on-site surveys, and complaint investigations are conducted to promote quality care and safety and ensure that performance standards are met for facility operation and maintenance.
Adult Protective Services The issues of abuse, neglect and exploitation of long-term care residents are of critical importance and should be reported and investigated promptly. The state agency given the responsibility to receive and investigate incidents of abuse, neglect, or exploitation of incapacitated or vulnerable adults is Adult Protective Services. They may be contacted at: APS reporting hotline 877-767-2385
The Long-Term Care Ombudsman Manuals are reference guides for regional staff. They use the manuals during training of new staff and volunteers, and as a guide during their Ombudsman duties. They contain general information regarding the role of the Ombudsman, as well as applicable state and federal policy and law.
Pursuant to Title VI of the Civil Rights Act of 1964, the Americans with Disabilities Act (ADA) and other nondiscrimination laws and authorities, ADES does not discriminate on the basis of race, color, national origin, sex, age, or disability. Persons that require a reasonable modification based on language or disability should submit a request as early as possible to ensure the State has an opportunity to address the modification. The process for requesting a reasonable modification can be found at Equal Opportunity and Reasonable Modification.