ONTARIO - Diane Cunningham's grandmother stayed in an assisted-living facility.
"We loved her dearly," she said. "We were frustrated at times. We wanted better for her. If I had only known how to help her better."
While she couldn't help her grandmother, Cunningham has helped many other people in such facilities.
Since 2014, she has been an ombudsman, or advocate, for the Long-term Care Ombudsman Program.
"I had retired from the hospital," Cunningham said. "Volunteering is my thing. I didn't know what I was getting myself into, but they said they would provide all the training."
The ombudsman program advocates for people receiving home care, assisted living or nursing care. They work to resolve complaints about services, help people select a provider and give out information about benefits and consumer rights.
It is operated through the Ohio District 5 Area Agency on Aging Inc.
Melissa Wilson, the LTC ombudsman specialist and volunteer coordinator, said people like Cunningham are valuable.
"We could not reach all the individuals we assist without our volunteers, who contributed over 530 hours last year," she said. "Their role is a little different right now as they are calling residents and family members, in place of visits, to see how they are doing and make them aware of our nursing and assisted living homes, which total 94."
As an ombudsman associate, volunteers are a critical component in advocating for residents in nursing and assisted living homes. In many cases, they will be the first contact residents and families have with the program.
Volunteers typically visit nursing and assisted living home residents but, because of current visit restrictions relating to COVID-19, are unable to do so.
Ombudsman volunteers can, however, play an important role and assist the program by calling residents and their family/representatives to check on individuals’ care and services.
Volunteers will receive comprehensive training — currently in a distance-learning format — from the regional program and are certified to perform certain duties, including:
• Providing residents with information about the ombudsman program and resident rights.
• Working with facility staff to resolve simple problems.
• Supporting ombudsman staff as they investigate more complicated complaints.
• Being a voice for those who are unable to make their voice heard.
Wilson is seeking more volunteers. For information and an application, people can call her at 800-860-5799, ext. 1107; email her at mwilson@aaa5ohio.org; or write to her in care of Long-term Care Ombudsman Program, 2131 Park Avenue West, Suite 100, Ontario, OH 44906.
Cunningham is the ombudsman for 60 people in one facility.
"Before the virus hit, I would spend several hours or several days trying to get to everybody," she said.
Cunningham said some residents think they will get in trouble if they complain. She acts as a go-between.
Some problems are easily fixable. A resident might want a different entree on Tuesday or to postpone a shower until after "The Price is Right."
Cunningham said she also has a good relationship with the staff.
"I'm not coming in as an inspector," she said. "I get to know them. "We want to make their jobs easier as well."
But she especially loves getting to know the residents.
"That's what's so rewarding about it. It's like visiting my grandma," Cunningham said. "They've had rich lives. They have wonderful stories. They did important jobs, raised big families.
"It's like I have a bunch of grandmas."
mcaudill@gannett.com
419-521-7219
Twitter: @MNJCaudill
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