Long Term Care Ombudsman
The New Jersey Office of the Long-Term Care Ombudsman (NJLTCO) is an independent agency appointed directly by the Governor, operating without external oversight or control pursuant to the Older Americans Act. The Ombudsman ensures that residents of long-term care facilities, including seniors aged 60 and older, receive high-quality care and are protected from abuse, neglect, and exploitation.
*All services provided by the Ombudsman are free of charge.
Legal Authority and Role
- Confidential Complaint Intake: Anyone can file a complaint via phone, fax, mail, email, or online form. All consultations are held in strict confidence, and anonymous reporting is available.
- Independent Investigation and Referral: The office investigates received complaints to resolve them directly or, when necessary, refers cases to jurisdictional regulatory agencies such as the New Jersey Department of Health (NJDOH) or the Department of Community Affairs (NJDCA). Suspected Medicaid fraud or criminal activity may also be referred to local police, County Prosecutors, or the NJ Office of the Attorney General.
- Unlimited Access Rights: The Ombudsman has the right to meet with elderly residents of long-term care facilities at any time and possesses full authority to review a resident’s medical and administrative records.
- Power to Hold Hearings and Subpoena Records: When necessary, the office can hold public or private hearings and legally subpoena relevant documents or testimony.
- Support for Self-Advocacy: The office cooperates with Resident Councils and Family Councils to empower long-term care residents to advocate for their own rights and interests.
Problem-Solving Procedures
- Complaint Intake: A resident or their representative files a complaint (anonymous reporting is possible). Complaints must be filed within three months of the incident.
- Assignment: The complaint is reviewed by a supervisor and assigned to a Field Investigator/Advocate.
*The Ombudsman is not an emergency response agency. In an emergency involving immediate danger, call 911 immediately. - Field Investigation: Investigators visit the facility unannounced and begin the investigation after obtaining the resident’s consent.
- Fact-Finding: They review relevant records and conduct interviews with facility staff and witnesses to identify objective facts.
- Resolution and Action: The primary goal of the investigation is to resolve issues in a manner satisfactory to the resident while ensuring their safety, rights, and dignity are upheld. In cases where abuse or neglect is identified or suspected, the matter is referred to the appropriate authorities.
*Important: The Ombudsman only assists those currently residing in a facility (or those expected to return after hospitalization). If a resident has already been discharged, contact the NJ Department of Health directly at 1-800-792-9770.
Major Areas of Investigation
- Financial Exploitation: Misappropriation of assets or financial loss.
- Involuntary Transfer and Discharge: Forced discharge orders that bypass proper legal procedures.
- Inappropriate Use of Restraints: Misuse of chemical or physical restraints.
- Abuse and Neglect: Physical, verbal, or mental abuse; refusal to provide services necessary to maintain physical or mental health; unreasonable confinement.
- Low Quality of Care: Neglect of personal hygiene, delayed response to call bells or requests for help, etc.
- Violations of Rights and Dignity: Acts that undermine a resident’s basic human rights or dignity.
Major Facilities Covered by the Ombudsman
- Nursing Homes
- Skilled Nursing & Rehab Facilities
- Assisted Living Facilities
- Adult Day Care Centers
- Residential Health Care Facilities
- Continuing Care Retirement Community
- Long-Term Acute Care Hospitals
- Veterans’ Hospitals
*For issues in facilities not listed above, contact the following agencies directly:
- NJDOH (Nursing Homes/Assisted Living): 1-800-792-9770
- NJDCA (Boarding Homes, etc.): 609-984-1704
Contact
NJ Long-Term Care Ombudsman
Phone: 1-877-582-6995
Fax: 1-609-943-3479
Email: ombudsman@ltco.nj.gov
Online Complaint: nj.gov/ooie/contact/contact-complaint.shtml
Mail: NJ Long-Term Care Ombudsman, P.O. Box 852, Trenton, NJ 08625-0852
*In case of emergency, call 911 immediately.
References
