Illinois Department on Aging

Pat Quinn, Governor

Aging Links

About Us
Assistance in Your Home & Community
Illinois Family Caregiver Support
Grandparents Raising Grandchildren
Legal Assistance
Adult Protective Services (formerly Elder Abuse)
Long-Term Care Ombudsman
Long-Term Care Council
Intergenerational & Volunteer Programs
Senior Health Insurance Program (SHIP)
Directory of Agencies Serving Seniors
Illinois Area Agencies on Aging
Senior HelpLine 1-800-252-8966, 1-888-206-1327 (TTY)
Building Public Awareness
News & Publications
Legislative Updates
Statutes & Rules
Related Web Sites
Illinois Home

[Search Tips]

  LTC Ombudsman Standards  

diagonal image


Illinois Long-Term Care Ombudsman Program Standards

The Illinois Long-Term Care Ombudsman Program (LTCOP) is a resident-centered advocacy program which protects and improves the quality of life for residents in long-term care facilities. Ombudsmen work to resolve problems of individual residents and to bring about changes at the local, state, and national levels to improve care. While most residents receive good care in long term care facilities, far too many are neglected and other unfortunate incidents of psychological, physical, and other kinds of abuse do occur. Thus, hundreds of trained community ombudsmen regularly visit long term care facilities, monitor conditions and care, and provide a voice for those unable to speak for themselves. Long-Term Care Ombudsmen make every reasonable effort to assist, empower, represent, and intervene on behalf of the resident.

The LTCOP standards are policies and procedures to govern the actions of the Office of Illinois Long-Term Care Ombudsman, all designated paid and unpaid long-term care ombudsmen, provider agencies, Area Agencies on Aging, the Illinois Department on Aging, and other parties involved in the operation of the Illinois Long-Term Care Ombudsman Program.

The following Table of Contents provides individual links to sections of the standards relevant to the Illinois Long-Term Care Ombudsman Program.

Disclaimer: The Illinois Long-Term Care Ombudsman Standards are provided by the Illinois Department on Aging and are intended for the convenience of interested persons. The Department does not ensure the accuracy of the standards on this web site and urges you to consult the official documents or advice of legal counsel.

PDF formatThe standards are in the PDF format, which requires Adobe Acrobat Reader to view. If you do not have this software, see the instructions in the right column.

  Chapter 100  

diagonal image


101: General Authority and Mission
102: Structure of the Illinois Long-Term Care Ombudsman Program
103: Organization of this Manual
104: Clarifications, Revisions, Waivers and Transitional Provisions to this Manual

  Chapter 200  

diagonal image


200: Definitions

  Chapter 300  

diagonal image

Organization Standards and Responsibilities

301: Illinois Department on Aging Responsibilities
302: State Long-Term Care Ombudsman Responsibilities
303: Office of the Illinois Long-Term Care Ombudsman Program Responsibilities
304: Area Agencies on Aging Responsibilities
305: Provider Agency Responsibilities
306: Designation of Regional Long-Term Care Ombudsman Programs
307: Refusal to Designate and De-designation of a Regional Long-Term Care Ombudsman Program
308: Designation of Long-Term Care Ombudsmen
309: Refusal to Designate and De-designation of a Long-Term Care Ombudsman
310: Procedure to Address Complaints Against the Regional Ombudsman Program

  Chapter 400  

diagonal image

Long-Term Care Ombudsman Program
Service Delivery Standards

401: Long-Term Care Ombudsman Program Service Components
402: Investigative Services
403: Regular Presence in Long-Term Care Facilities
404: Consultation and Community Education
405: Issue Advocacy
406: Resident and Family Councils Development and Support
407: Regional Long-Term Care Ombudsman Program Annual Services Plan
408: Evaluation of the Long-Term Care Ombudsman Program

  Chapter 500  

diagonal image

Protocols for Problem Resolution and Investigative Services

500: Introduction
501: Receipt of Complaints
502: Complaint Investigations
503: Verification of Complaints
504: Resolution of Complaints
505: Abuse and Neglect
506: Complaint Referral
507: Documentation of Investigative Services

  Chapter 600  

diagonal image

Access to Residents and Facilities, Residents' Records, and State and Facility Records

601: Access to Residents and Facilities
602: Access to Residents' Records
603: Access to State and Facility Records

  Chapter 700  

diagonal image

Legal Issues

701: Legal Advice and Consultation
702: Representation for Legal Action
703: Noninterference
704: Retaliation and Reprisals
705: Guardianship

  Chapter 800  

diagonal image

Confidentiality and Disclosure

801: Confidentiality of Long-Term Care Ombudsman Program Records
802: Monitoring the Records of the Regional Long-Term Care Ombudsman Program
803: Disclosure of Information

  Chapter 900  

diagonal image

Conflict of Interest

901: Adherence to Procedures
902: Identifying a Conflict of Interest
903: Disclosure of a Conflict of Interest
904: Reviewing and Remedying the Conflict of Interest
905: Failure to Identify or Remedy a Conflict of Interest

  Chapter 1000  

diagonal image

Volunteer Management

1000: Volunteer Management


diagonal image


A: Unofficial Compilation of Older Americans Act Revisions (PDF)
B: Illinois Act on Aging (see Sec. 4.04)
C: Joint Committee on Administrative Rules: Administrative Code Title 89: Social Services, Chapter II: Illinois Department on Aging; Subpart B: 270.100 - 270.130
D: Conflict of Interest Form (PDF)
E: State Employee Indemnification Act (5 ILCS 350/)
F: Appeal Procedures for Ombudsman Provider Agency Designation (PDF)
G, part 1: In-Service Training and Trainer Requirements (PDF)
G, part 2: Instructions for Completion of the Representative Registry Form (PDF)
G, part 3: Representative Registry Form (PDF)
H: Code of Ethics (PDF)
I: Abused and Neglected Long-Term Care Facility Residents Reporting Act (210 ILCS 30/)
J, part 1: Illinois Power of Attorney Act (755 ILCS 45/)
J, part 2: Illinois Probate Act of 1975 (755 ILCS 5/)
K: Health Care Worker Background Check Act (225 ILCS 46/)

  Contact Information  

diagonal image
State Long-Term Care Ombudsman
Illinois Department on Aging
Division of Home and Community Services
Office of the State Ombudsman
421 E. Capitol Avenue, #100
Springfield, IL 62701-1789
E-mail: State Long-Term Care Ombudsman
or Deputy State Long-Term Care Ombudsman

Return to Statutes and Rules

Last updated: January 1, 2009

Section Links

Organization Standards and Responsibilities
Long Term Care Ombudsman Program Service Delivery Standards
Protocols for Problem Resolution and Investigative Services
Access to Residents and Facilities, Residents' Records, and State and Facility Records
Legal Issues
Confidentiality and Disclosure
Conflict of Interest
Volunteer Management

Some files on this site are in Adobe Acrobat PDF format. You may download a FREE copy of Adobe Acrobat by clicking the logo below.

Get Adobe Acrobat Reader Free!

Access Adobe's
PDF Accessibility Tools

The above links for Adobe Acrobat will open a new browser window.
Copyright © 2012 Illinois Department on Aging Site Disclaimer | Privacy | Accessibility | Contact Us