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Care Center Complaint Resolution - Ombudsman Program


Advocating for the rights of individuals receiving long-term care

The Ombudsman Program advocates for residents who reside in facility based care centers such as nursing homes and assisted living. Ombudsmen investigate complaints and work with other agencies to resolve problems. Ombudsmen also educate staff, family members, the community and residents regarding long-term care issues.

Services include:

  • Information on selecting a nursing home or assisted living facility for a loved one
  • Investigate issues which affect a resident’s quality of life and care
  • Work with residents, their families and facilities staff to resolve problems
  • Provide information about residents rights and available resources



To receive advocacy services through the Ombudsman program you must be:

  • Receiving facility-based care in Salt Lake County

There are no eligibility criteria to receive information. Call 385.468.3255 for information Monday – Friday, 8:00 am – 5:00 pm



Volunteer Opportunities

Assistant Ombudsmen volunteers, under the direct supervision of Long-term Care Ombudsman staff:

  • Provide long-term care information to elderly residents, families, facilities, and others
  • Observe actions and quality of care in long-term care facilities
  • Perform complaint intake
  • Provide public presentations
  • Assist with resolution and follow up on complaints while under the supervision of a certified Ombudsman

Volunteer Requirements:

  • Completion of extensive screening process
  • Completion of 2-days of classroom training, 20 hours of on-line training, and 20 hours of job shadowing (a total of 60 hours of initial training)
  • Excellent communication skills and like working with seniors
  • No conflicts of interest – i.e. cannot be currently working in a long-term care facility or have worked for one in the past 12 months


  • One year minimum commitment
  • Average 2 hours per week after completion of training
  • Submission of paperwork in a timely manner
  • Weekly reporting to Long-term Care Ombudsman staff member
  • Annual requirement of 24 re-certification hours

Training and Support:

  • On the job and individual training will be provided prior to beginning assigned duties and continues throughout volunteer service
  • Support is provided to all volunteers

Contact Person

Volunteer Coordinator: Vicki Jo Hansen
Telephone: 385.468.3239
Address: Salt Lake County Aging and Adult Services
Ombudsman Program
2001 South State Street S1-600
Salt Lake City, Utah 84114-4575


Contact Information

Telephone: 385.468.3255
Address: Salt Lake County Aging and Adult Services
Ombudsman Program
2001 South State Street S1-600
Salt Lake City, Utah 84114-4575