2937 Ombudsman | Medicaid

Georgia Division of Family and Children Services
Medicaid Policy Manual

Policy Title:

Ombudsman

Effective Date:

June 2020

Chapter:

2900

Policy Number:

2937

Previous Policy Number(s):

MT 8

Updated or Reviewed in MT:

MT-60

Requirements

Residents and anyone with a question or concern about long-term care facilities may contact the Georgia Long-Term Care Ombudsman Program for assistance with problems or with obtaining information.

Background

The Long-Term Care Ombudsman Program is guided by the Office of the State Long-Term Care Ombudsman. The Division of Aging Services of the Department of Human Services contracts with Area Agencies on Aging who in turn contract with 13 community programs throughout the state to provide ombudsman services. The Ombudsman Program is funded by federal, state and local dollars and governed by the federal Older Americans Act and by Georgia Law.

Basic Considerations

The Long-Term Care Ombudsman Program seeks to improve the quality of life of the residents of long-term care facilities. These facilities include nursing homes, personal care homes, often called assisted living facilities or residential care facilities. Ombudsmen also serve residents of community living arrangements.

There is no charge for services provided by the ombudsman program. Functions of the Long-Term Care Ombudsman include the following:

Investigates and works to resolve problems or complaints affecting long-term care facility residents.
Identifies problem areas in long-term care and related services.
Provides information about long-term care and related services.
Promotes resident, family and community involvement in long-term care.
Educates the community about the needs of long-term care facility residents.
Coordinates efforts with other agencies concerned with long-term care.
Visits long-term care facilities routinely to talk to residents and monitor conditions.
Educates facility staff about resident rights and other issues.

The Ombudsman handles a variety of issues including the following:

Rights of long-term care residents
Care provided in long-term care facilities
Transfers and discharges from long-term care facilities, including assistance with appeals.
Access to public benefits

The brochure “Ombudsman: Long-Term Care Residents' Advocate” is available from the Office of the State Long-Term Care Ombudsman. It is recommended that these brochures be available for customers of the ABD program.

Address
Office of the State Long-Term Care Ombudsman
Division of Aging Services
2 Peachtree Street, NW
Suite 9-231
Atlanta, GA 30303-3142

888-454-LTCO (5826)

Contact List for Georgia Long-Term Care Ombudsman Program

Office of the State Ombudsman
Becky A. Kurtz, Esq., State Ombudsman, bakurtz@dhr.state.ga.us
2 Peachtree Street, NW, Suite 9-231
Atlanta, Georgia 30303-3142
888/454-5826
FAX 404/463-8384
TTY 404/657-1929

Andrea H. Nash, Program Manager, ahnash@dhr.state.ga.us
Jeni S. Coyne, Program Manager, jscoyne@dhr.state.ga.us
Andrew Hales, Program Consultant, jahales@dhr.state.ga.us
Tracey R. Williams, Administrative Assistant, trwilliams@dhr.state.ga.us

Community Ombudsman Programs	Counties Served
ATLANTA Atlanta Legal Aid Society Atlanta Ombudsman Program 246 Sycamore Street, Suite 248 Decatur, Georgia 30030 Phone: (404) 371-3800 FAX: (404) 371-3811	Cobb ,Cherokee, Clayton, DeKalb, Douglas, Fayette, Fulton, Gwinnett, Henry, Rockdale
CENTRAL SAVANNAH RIVER AREA (CSRA) Georgia Legal Services Program 209 7^th Street, Suite 400 Augusta, GA 30901 Phone: (706) 721-2327 FAX: (706) 721-4897	Burke, McDuffie, Columbia, Richmond, Glascock, Screven, Hancock, Taliaferro, Jefferson, Warren, Jenkins, Washington, Lincoln, Wilkes
COASTAL Georgia Legal Services Program 10 Whitaker St. P.O. Box 8667 Savannah, GA 31412 Phone: (912) 651-2180 (888) 220-8399 (for counties in service area) FAX: (912) 651-3300	Bulloch, Bryan, Camden, Chatham, Effingham, Glynn, Liberty, Long, McIntosh
GEORGIA MOUNTAINS Legacy Link, Inc. 508 Oak St., Ste. 1 P.O. Box 2534 Gainesville, GA 30503-2534 Phone: (770) 538-2685 FAX: (770)-538-2696	Banks, Stephens, Dawson, Towns, Forsyth, Union, Franklin, White, Habersham, Hall, Hart, Lumpkin, Rabun
HEART OF GEORGIA ALTAMAHA Heart of Georgia Community Action Agency 324 Pine Street P.O. Box 398 Eastman, GA 31023 Phone: (478) 374-4301 FAX: (478) 374-7648 Baxley office: 1329 Hatch Pkwy. N. Suite F Baxley, GA 31513 Phone: (912) 367-5244 FAX: (912) 367-5932	Bleckley, Toombs, Dodge, Treutlen, Johnson, Toombs, Laurens, Wheeler, Montgomery, Telfair Baxley office: Appling, Jeff Davis, Candler, Tattnall, Emanuel, Wayne, Evans
LOWER CHATTAHOOCHEE Direct Service Corporation 2210 Wynnton Building P.O. Box 5801 Columbus, GA 31906 Phone: (706) 323-7243 (706) 327-5208 FAX: (706) 327-1071 Americus office: 476 Lane Store Road Americus, GA 31709 Phone: (229) 924-8304 FAX: (229) 924-1708	Columbus office: Chattahoochee, Quitman, Clay, Randolph, Harris, Stewart, Marion, Talbot, Muscogee Americus office: Crisp, Sumter, Dooley, Taylor, Macon, Webster, Schley
MIDDLE GEORGIA Middle Georgia Community Action Agency P.O. Box 2286 Warner Robins, GA 31093-2286 Phone: (478) 922-4464 FAX: (478) 922-7320	Baldwin, Peach, Bibb, Pulaski, Crawford, Putnam, Houston, Twiggs, Jones, Wilkinson, Monroe
NORTHEAST GEORGIA Athens Community Council on Aging 135 Hoyt Street Athens, GA 30601-2646 (706) 549-4850 FAX (706) 549-7786 E-Mail: ltco@accaging.org	Barrow, Oconee, Clarke, Oglethorpe, Elbert, Walton, Greene, Jackson, Madison, Morgan
NORTHEAST GEORGIA McIntosh Trail Management Services P.O. Box 308 Meansville, GA 30256 (770) 567-5951 FAX (770) 567-5953	Jasper, Newton
NORTHWEST GEORGIA Georgia Legal Services Program 1100 Spring Street, NW, Suite 200-B Atlanta, GA 30309-2848 Phone: (800) 822-5391 (404) 894-7707 FAX: (404) 894-7705 Dalton office: P.O. Box 2004 1508 Chattanooga Rd, Suite 100 Dalton, GA 30722-2004 Phone: (888) 408-1004 (706) 272-2924 FAX: (706) 272-2259	Atlanta office: Bartow, Chattooga, Floyd, Haralson, Paulding, Polk Dalton office: Catoosa, Dade, Fannin, Gilmer, Gordon, Murray, Pickens, Walker, Whitfield
SOUTHEAST GEORGIA Ward Management Rt. 2, Box 3504 Folkston, GA 31537 Phone: (912) 496-3948 FAX: (912) 496-4079 Valdosta office: mailing address: P.O. Box 5683 Valdosta, GA 31603 Phone: (229) 241-1017 FAX: (229) 241-8822	Folkston office: Atkinson, Clinch, Bacon, Coffee, Brantley, Pierce, Charlton, Ware, Valdosta office: Ben Hill, Tift, Berrien, Turner, Brooks, Cook, Echols, Irwin, Lanier, Lowndes
SOUTHERN CRESCENT (Chattahoochee-Flint area) Georgia Legal Services Program 1100 Spring Street, NW Suite 200-B Atlanta, GA 30309-2848 Phone: (404) 894-7713 (800) 822-5391 FAX: (404) 894-7705 (McIntosh Trail area) McIntosh Trail Management Services P.O. Box 308 Meansville, GA 30256 Phone: (770) 567-5951 FAX: (770) 567-5953	(Chattahoochee-Flint area) Carroll, Coweta, Heard, Troup, Meriwether (McIntosh Trail area) Butts, Lamar, Pike, Spalding, Upson
SOUTHWEST GEORGIA (SOWEGA) SOWEGA Council on Aging 309 Pine Avenue Albany, GA 31701-2508 Phone: (229) 432-1131 (866) 463-7070 FAX: (229) 446-7899	Baker, Lee, Calhoun, Miller, Colquitt, Seminole, Decatur, Terrell, Dougherty, Thomas, Early, Worth, Grady, Mitchell

Community Ombudsman Programs

Counties Served

ATLANTA

Atlanta Legal Aid Society
Atlanta Ombudsman Program
246 Sycamore Street, Suite 248
Decatur, Georgia 30030

Phone: (404) 371-3800
FAX: (404) 371-3811

Cobb ,Cherokee, Clayton, DeKalb, Douglas, Fayette, Fulton, Gwinnett, Henry, Rockdale

CENTRAL SAVANNAH RIVER AREA (CSRA)

Georgia Legal Services Program
209 7^th Street, Suite 400
Augusta, GA 30901

Phone: (706) 721-2327
FAX: (706) 721-4897

Burke, McDuffie, Columbia, Richmond, Glascock, Screven, Hancock, Taliaferro, Jefferson, Warren, Jenkins, Washington, Lincoln, Wilkes

COASTAL

Georgia Legal Services Program
10 Whitaker St.
P.O. Box 8667
Savannah, GA 31412

Phone: (912) 651-2180
(888) 220-8399 (for counties in service area)
FAX: (912) 651-3300

Bulloch, Bryan, Camden, Chatham, Effingham, Glynn, Liberty, Long, McIntosh

GEORGIA MOUNTAINS

Legacy Link, Inc.
508 Oak St., Ste. 1
P.O. Box 2534
Gainesville, GA 30503-2534

Phone: (770) 538-2685
FAX: (770)-538-2696

Banks, Stephens, Dawson, Towns, Forsyth, Union, Franklin, White, Habersham, Hall, Hart, Lumpkin, Rabun

HEART OF GEORGIA ALTAMAHA

Heart of Georgia Community Action Agency
324 Pine Street
P.O. Box 398
Eastman, GA 31023

Phone: (478) 374-4301
FAX: (478) 374-7648

Baxley office:
1329 Hatch Pkwy. N.
Suite F
Baxley, GA 31513

Phone: (912) 367-5244
FAX: (912) 367-5932

Bleckley, Toombs, Dodge, Treutlen, Johnson, Toombs, Laurens, Wheeler, Montgomery, Telfair

Baxley office:

Appling, Jeff Davis, Candler, Tattnall, Emanuel, Wayne, Evans

LOWER CHATTAHOOCHEE

Direct Service Corporation
2210 Wynnton Building
P.O. Box 5801
Columbus, GA 31906

Phone: (706) 323-7243
(706) 327-5208
FAX: (706) 327-1071

Americus office:
476 Lane Store Road
Americus, GA 31709

Phone: (229) 924-8304
FAX: (229) 924-1708

Columbus office:

Chattahoochee, Quitman, Clay, Randolph, Harris, Stewart, Marion, Talbot, Muscogee

Americus office:

Crisp, Sumter, Dooley, Taylor, Macon, Webster, Schley

MIDDLE GEORGIA

Middle Georgia Community Action Agency
P.O. Box 2286
Warner Robins, GA 31093-2286

Phone: (478) 922-4464
FAX: (478) 922-7320

Baldwin, Peach, Bibb, Pulaski, Crawford, Putnam, Houston, Twiggs, Jones, Wilkinson, Monroe

NORTHEAST GEORGIA

Athens Community Council on Aging
135 Hoyt Street
Athens, GA 30601-2646

(706) 549-4850
FAX (706) 549-7786
E-Mail: ltco@accaging.org

Barrow, Oconee, Clarke, Oglethorpe, Elbert, Walton, Greene, Jackson, Madison, Morgan

NORTHEAST GEORGIA

McIntosh Trail Management Services
P.O. Box 308
Meansville, GA 30256

(770) 567-5951
FAX (770) 567-5953

Jasper, Newton

NORTHWEST GEORGIA

Georgia Legal Services Program
1100 Spring Street, NW, Suite 200-B
Atlanta, GA 30309-2848

Phone: (800) 822-5391
(404) 894-7707
FAX: (404) 894-7705

Dalton office:
P.O. Box 2004
1508 Chattanooga Rd, Suite 100
Dalton, GA 30722-2004

Phone: (888) 408-1004
(706) 272-2924
FAX: (706) 272-2259

Atlanta office:

Bartow, Chattooga, Floyd, Haralson, Paulding, Polk

Dalton office:

Catoosa, Dade, Fannin, Gilmer, Gordon, Murray, Pickens, Walker, Whitfield

SOUTHEAST GEORGIA

Ward Management
Rt. 2, Box 3504
Folkston, GA 31537

Phone: (912) 496-3948
FAX: (912) 496-4079

Valdosta office:
mailing address:
P.O. Box 5683
Valdosta, GA 31603

Phone: (229) 241-1017
FAX: (229) 241-8822

Folkston office:

Atkinson, Clinch, Bacon, Coffee, Brantley, Pierce, Charlton, Ware,

Valdosta office:

Ben Hill, Tift, Berrien, Turner, Brooks, Cook, Echols, Irwin, Lanier, Lowndes

SOUTHERN CRESCENT

(Chattahoochee-Flint area)
Georgia Legal Services Program
1100 Spring Street, NW
Suite 200-B
Atlanta, GA 30309-2848

Phone: (404) 894-7713
(800) 822-5391
FAX: (404) 894-7705

(McIntosh Trail area)
McIntosh Trail Management Services
P.O. Box 308
Meansville, GA 30256

Phone: (770) 567-5951
FAX: (770) 567-5953

(Chattahoochee-Flint area)

Carroll, Coweta, Heard, Troup, Meriwether

(McIntosh Trail area)

Butts, Lamar, Pike, Spalding, Upson

SOUTHWEST GEORGIA (SOWEGA)

SOWEGA Council on Aging
309 Pine Avenue
Albany, GA 31701-2508

Phone: (229) 432-1131
(866) 463-7070
FAX: (229) 446-7899

Baker, Lee, Calhoun, Miller, Colquitt, Seminole, Decatur, Terrell, Dougherty, Thomas, Early, Worth, Grady, Mitchell