If you ask Connie Payne where her office is, she might smile and gesture toward the highway.
For more than 25 years, Connie, Director of Crosslines Community Outreach’s Long-Term Care Ombudsman Program, has traveled the roads of southwest Missouri, advocating for some of the most vulnerable residents in our community. The Long-Term Care Ombudsman (OMB) Program is a federally mandated advocacy program designed to investigate concerns and protect the rights of individuals living in long-term care settings.
Though Connie lives in Bolivar, her work encompasses dozens of long-term care facilities across SW Missouri. In just the past few years, her Toyota Camry has surpassed 500,000 miles, each one a testament to her steady, faithful presence.
Connie is a voice for residents who may feel unheard, unseen, or unsure how to speak up for themselves. As an Ombudsman, her role is rooted in dignity: to listen, to advocate, and to ensure quality care for every individual she serves.
“When I sit down with a resident, I usually start with a simple question: ‘Well, whatdya know?’ It opens the door,” Connie says. “People tell me things they haven’t told anyone else – about being lonely, about not being cared for the way they should be, about fears of being pushed aside because they’re on Medicaid. After losing my husband Tony, I understand that isolation deeply. That’s why I know this work isn’t accidental for me – it’s something I was made to do.”
In partnership with SeniorAge, Connie oversees a dedicated team of well-trained volunteers, along with two OMB staff members- assistant Director Jan Badgett and coordinator Amy Winburn – who share this mission. Together, they visit every long-term care facility in the region twice each year, building trust, identifying concerns, and ensuring residents’ voices are heard.
The work is demanding and often unseen. It requires patience, consistency, and courage – especially when the stories shared are difficult to hear. Yet Connie believes that real advocacy always begins with presence. Listening creates trust, and trust creates change.
Connie’s commitment to this work runs deep. She personally knew and worked alongside CCO founder, Dorsey Levell, and carries forward his belief that no one should ever be forgotten or overlooked. That legacy lives on in every visit, every conversation, and every mile she travels.
At Crosslines, we are profoundly grateful for Connie Payne – for her advocacy, compassion, and unwavering dedication. Thanks to her and the team she leads, thousands of residents across our region have someone who will listen first, speak up when needed, and ensure they are treated with the dignity they deserve.