The Community Care Ombudsman Program

 Is someone you know:

  • 60 years old or over; and
  • Receiving care at home or in the community; and
  • Seeking help for a problem with his or her care?

CALL: 1 800-AGE-INFO (1-800-243-4636) Prompt #5 for complaints

TTY: 1-800-872-0166

Complaint Resolution through Education and Mediation

The Commonwealth of Massachusetts Executive Office of Elder Affairs (

The Community Care Ombudsman Program assists elders who seek help for problems with health or social services received at home or in the community including home health care, homemaker services and adult day care.


The Community Care Ombudsman:

  • Responds to inquiries from elders and their families
  • Educates consumers about their rights and responsibilities
  • Counsels consumers about concerns with their services
  • Refers consumers to appropriate sources for help
  • Investigates and resolves complaints through mediation
The Long-Term Care Ombudsman Program

The Long-Term Care Ombudsman Program main goals:

  • Receive, investigate, and work to resolve complaints made by or on behalf of residents of nursing and rest homes
  • Protect resident’s rights
  • Educate residents, families and providers about resident rights
  • Provide information and assist consumers in selecting a long term care facility
  • Advocate for positive change in the Long Term Care system

The Long-Term Care Ombudsman Program was established by the federal government in 1973 to help to ensure quality care for nursing and rest home residents. The Long-Term Care Ombudsman Program Director and the Long-Term Care Ombudsman Volunteers visit nursing homes and rest homes regularly. The visits consist of observing the environment, checking with residents, and identifying concerns.  The Long-Term Care Ombudsman works to empower residents and residents representatives to advocate and (within the direction of the resident) works with nursing home staff and at times residents representatives to resolve a resident’s concerns. The Long-Term Care Ombudsman can also bring concerns forward based on observation of the home’s environment. 

Long-Term Care Ombudsmen keep Identifying information confidential and do not disclose personal information outside of the Ombudsman Program without a persons consent. A Long-Term Care Ombudsman does not move forward with a complaint or reveal the identity of a complainant without consent. However, if a resident is unable to provide consent the Long-Term Care Ombudsman works with representatives and the home in the best interest of the resident with the residents direction as much as possible.  

A Long-Term Care Ombudsman is:

  • A good listener who keeps your confidences.
  • An advocate who works to uphold your rights.
  • A problem solver who resolves complaints.
  • A source of information and referral.
  • A specially trained and certified person. 

The Long-Term Care Ombudsman can help you with:

  • Information and Resources when choosing a nursing home
  • Complaints or problems regarding:
    - Residents’ rights
    - Quality of life
    - Quality of care
    Living conditions
    Medical services
    Residents funds
    Social activities
    Transfers and discharges 
    …and much more. 

Examples of reasons to contact the Long-Term Care Ombudsman are as follows: Concerns about care or treatment in a nursing or rest home; looking for information regarding resident rights; would like guidance in selecting a long term care facility; have a question about a transfer or discharge of a resident; have a concern about social activities or the environment of the nursing or rest home etc.

If you or someone you care about is in a nursing home and you have a complaint or you would like information about
nursing-home related topics such as nursing home placement or residents’ rights, 
please call the Ombudsman Program Director at: 781-586-8548.

There is no cost for Long-Term Care Ombudsman support


Help unraveling the sometimes confusing world of health insurance, Medicare, or Medicaid.

SHINE Counseling is a free service for people age 60 and older who live in Lynn, Lynnfield, Nahant, Saugus, or Swampscott.

SHINE stands for “Serving the Health Insurance Needs of Everyone.”  If you need help unraveling the sometimes confusing world of health insurance, Medicare, or Medicaid, you can make an appointment with one of our volunteer SHINE Counselors.  You can meet one on one at our offices located at 8 Silsbee Street in Lynn during regular business hours (Monday–Friday, 8:00 a.m. –5:00 p.m. (except holidays).

To find out more about Massachusetts SHINE options, visit the Massachusetts Shine website.