Abuse and neglect frequently go unnoticed among older adults and people with disabilities. It happens under a wide variety of circumstances and data shows that it most often involves a family member or someone else in a position of trust.
June is Elder Abuse Awareness Month, which is intended to bring these issues to light while emphasizing the need for strong advocacy. At United Way Area Agency on Aging, we take action to prevent elder abuse every day and advocate for seniors’ rights through our Long-Term Care Ombudsman Program.
An Ombudsman is a trained and certified advocate who makes sure residents of nursing homes, boarding homes and assisted living facilities are heard, respected and treated fairly. When residents face concerns about care or need help asserting their rights, our trained staff step in. They also take proactive action by periodically visiting facilities to ensure that standards of care are being met and by conferring with, and educating, facility staff on residents’ rights.
Meeting Urgent Needs Head-On
Marc Newell and Karina Cortes are two of the professionals leading this work.
Marc found the Ombudsman opportunity online and applied right away. He was drawn by a simple motivation — to stand up for people who often can’t stand up for themselves.
“This role allows me to assist seniors who are at a much greater risk of abuse and neglect,” he shared.
More than three years later, no two days look the same.
“We may get a call that takes priority over whatever we had planned,” he said. “Every day brings challenges that residents face, and they deserve to be heard.”
Marc investigates complaints, educates families and holds care facilities accountable. One common issue is hygiene, where residents may refuse care. In those cases, he helps families understand that residents still have the legal right to make personal choices.
Other cases have been far more serious. On several occasions, Marc has had cases where residents were injured, and the story given by the facility did not match the injuries. His findings have led to procedural changes and improved safety in some facilities.
“We do not do this job for the appreciation,” he added. “But occasionally a resident or family will share how much it means to them for a simple action we took that just required someone to listen to make their lives a little better.”
Support for Families Through Complex Transitions
Karina Cortes joined the program more recently, driven by her passion for advocacy and respect for older adults. Much of her work involves visiting facilities, listening to residents, and working directly with care staff to resolve problems.
In one case, a man who was blind and experiencing homelessness reached out after a referral from a social worker. Karina helped him understand his options and recorded a message he could replay for his case manager.
“Talking with him was an eye-opening moment,” she said. “It showed me how important the Ombudsman program really is.”
She also recalled supporting a family who was navigating complex Medicaid questions after their brother entered a nursing home. Transitions can be difficult for both the residents and family members, but the Ombudsman program can help by providing guidance and peace of mind.
That kind of impact is what keeps her committed to the work.
“The most rewarding part of being an Ombudsman is helping residents by listening to their concerns and having those concerns resolved,” she said. “Many residents don’t get a lot of visitors, so they are happy to see a friendly face.” The Ombudsman reassures them that they are not alone.
We’re Here for Them — Every Day
Through our Long-Term Care Ombudsman Program, we serve as a safeguard for some of the most vulnerable members of our community. We listen, act and ensure that older adults – wherever they reside — receive the care and respect they deserve, and can continue to live with dignity.
Visit our Long-Term Care Ombudsman Program page to learn more about the program or to connect with an Ombudsman.