At TARCOG, the Long-Term Care Ombudsman’s Office includes dedicated advocates for residents living in nursing homes and assisted living facilities.
An ombudsman protects residents’ rights by investigating complaints, visiting facilities, and ensuring fair treatment, said Sheila Dessau-Ivey, Director of Aging Programs.
TARCOG’s Ombudsman team consists of two representatives: Lead Ombudsman Representative Alicia Thomas Howard and Community Ombudsman Representative Vernel Mitchell. Together, Alicia and Vernel work to improve quality of life while protecting the health, safety, welfare, and rights of individuals residing in long-term care settings.
TARCOG serves residents in nursing homes, specialty care units, and assisted living facilities throughout DeKalb, Jackson, Limestone, Madison, and Marshall counties.
“Our role is to protect residents’ rights by investigating complaints, visiting facilities, and ensuring fair treatment,” Alicia said. “We talk with residents, inspect facilities, facilitate discussions between residents and staff, give presentations to educate families, and conduct outreach at community events. We investigate complaints, evaluate conditions, mediate disputes, educate families and staff, and provide public information.”
Sheila said the role of an ombudsman is vital because they represent residents’ interests at the state and federal levels, advocating for changes in laws and policies that impact their lives.
Advocacy is essential to ensuring individuals living in long-term care facilities receive the dignity, respect, and quality of care they deserve, Alicia added.
“Residents of nursing homes and assisted living facilities are guaranteed specific rights, including the right to safe and timely care, personal choice, privacy, and the ability to voice concerns without fear of retaliation,” she said. “These rights are best protected when family members and caregivers remain actively involved and informed. Consistent advocacy helps ensure concerns are addressed promptly and that care needs do not go unmet.”
Vernel said family members and caregivers often serve as the strongest advocates for their loved ones. Regular visits, ongoing communication with care staff, and familiarity with a resident’s care plan can significantly influence outcomes.
“Paying close attention to changes in physical condition, emotional well-being, or daily routines allows caregivers to identify potential issues early,” Vernel said.
When concerns cannot be resolved directly with a facility, additional support is available through the Long-Term Care Ombudsman Program.
Volunteer Program
Another way the Ombudsman team works to assist those in care facilities is through coordinating a volunteer program to help ease loneliness and isolation.
Alicia said there is an Ombudsman Volunteer Program available for people who are interested in making friendly visits. She said there are opportunities for people who are able to physically travel to a facility and visit. There are pen pal opportunities for those who are interested but not able to go in person.
“We welcome those who are interested in volunteering for this program,” Alicia said. “There is something uniquely meaningful about receiving a handwritten note or personal letter.”
She said these thoughtful gestures help residents feel valued and remembered, while creating a genuine connection beyond their daily surroundings.
“For many residents, this interaction provides encouragement, companionship, and an important outlet for social engagement,” Alicia said.
Volunteers receive training and are paired with one or two residents.
“This program offers a rewarding opportunity to make a positive difference in someone’s life while fostering meaningful relationships,” she added.
If you have questions, need general information, or have concerns or grievances related to long-term care, you may contact the Long-Term Care Ombudsman’s Office at the TARCOG Area Agency on Aging by calling 256-830-0818.
