Long-Term Care Ombudsman
Every Resident Deserves a Voice
Nursing home residents are among our most vulnerable neighbors. Sometimes facing challenges they can’t resolve on their own, and frequently unsure who to trust when something goes wrong. The Long-Term Care Ombudsman Program exists to be that voice, an independent advocate who stands up for residents’ rights, helps resolve complaints, and ensures every person in long-term care is treated with dignity and respect.
Operating since 1975 under a federally mandated program, Crosslines’ Ombudsman team serves 21 counties across Southwest Missouri—from Humansville and Urbana to the Arkansas border, and west to Joplin. Through trained staff and dedicated volunteers, we make regular visits to long-term care and residential care facilities, building relationships with residents so they feel safe speaking up when they need help. We’re not state inspectors. We’re not facility employees. We’re independent advocates, and our services are completely free.
Impact
21 Counties
Served across Southwest Missouri
Since 1975
50 years of advocacy
Trained Experts
Dedicated volunteer advocates
2-4 Yearly Visits
Per facility
Free Services
No cost to residents or families
Independent
Not employed by facilities
Testimonials
The Need
Experts believe that for every case of adult abuse or neglect reported in Missouri, as many as 23 cases go unreported. This silent crisis affects some of our community’s most vulnerable individuals — seniors in nursing homes who may have outlived their families, whose loved ones live far away, or who simply don’t know where to turn when they face mistreatment.
Residents face issues ranging from lost personal belongings and medication errors to more serious concerns about neglect, abuse, and violations of their basic rights. Many are afraid to speak up for fear of retaliation from staff. The ombudsman program was established in the 1970s after well-publicized reports of abuse, neglect, and substandard conditions in nursing homes prompted Congressional hearings.
Today, that mission remains as critical as ever. Residents need someone who will listen without judgment, investigate their concerns thoroughly, and advocate tirelessly on their behalf — someone whose only interest is ensuring they can freely exercise their rights and live with dignity.
Our Approach
Our volunteers and staff build trusted relationships with residents through regular visits, creating a safe space for concerns to surface. We work directly with residents, families, guardians, public administrators, and even legislators to resolve complaints and protect residents’ rights.
Regular Facility Visits
Our trained volunteers visit assigned facilities 2-4 times per year, getting to know residents and staff. They check in with new residents first, address ongoing concerns, and spend time with as many residents as possible during each visit.
Resident Advocacy
When a resident has a complaint or concern, whether it’s lost clothing, medication errors, dietary issues, problems with guardians, or more serious violations, we investigate and advocate on their behalf. We’re not there for the facility; we’re there for the resident. Our reports go directly to Jefferson City, maintaining our independence.
Discharge Appeals
One of our most important services is appealing discharge notices. When a nursing home attempts to move a resident, we can intervene to help them stay in their current home if that’s what they want, keeping them near family and in familiar surroundings rather than being relocated across the state.
Family Support
We provide information and resources to families searching for quality nursing homes, answer questions about residents’ rights and regulations, and offer guidance when concerns arise. We’re a free resource available to anyone navigating the complexities of long-term care.
Support This Critical Work
Your financial support helps us advocate for the rights of our seniors.
Become a Volunteer Advocate
Volunteering as a Long-Term Care Ombudsman is one of the most rewarding commitments you can make. Our volunteers consistently say it’s the most meaningful work they’ve ever done.
The training is extensive because the work is important: 26 hours of initial training via Zoom with the Jefferson City office, 10 hours of shadowing experienced ombudsmen, and 18 hours of continuing education annually. But volunteers who complete this training tend to stay long-term, building deep relationships with residents and become trusted advocates within their assigned facilities.
If you have a heart for seniors and a passion for justice, we’d love to talk with you about joining our team.
