Frequently Asked Questions

What is a Volunteer Ombudsman?

A Volunteer Ombudsman is a trained and certified advocate for residents in nursing homes, assisted living, and board-and-care facilities. Ombudsmen work to protect residents’ rights, investigate concerns, and improve the quality of life and care for older adults and individuals with disabilities living in these residences.

What does a Volunteer Ombudsman do?

  • Visit assigned long-term care facilities on a regular basis
  • Listen to residents’ concerns and help resolve issues
  • Investigate complaints confidentially and report findings appropriately
  • Advocate for dignity, respect, and quality care
  • Document visits and maintain required reports
  • Optional: witness Advance Health Care Directives for residents in skilled nursing facilities

How much time is required?

  • A minimum of 5-10 hours per month
  • A one-year commitment
  • Attendance at monthly volunteer meetings
  • Flexible schedule between 7:00 a.m. and 10:00 p.m., any day of the week

What training is provided?

Volunteers receive comprehensive training and ongoing support:

  • 36 hours of classroom and online training
  • 10 hours of field observation
  • 18 hours of continuing education each year (in person, independent or online)
  • Upon completion, volunteers receive Ombudsman certification from the California  Department of Aging

Do I need prior experience to volunteer?

No experience required! AgeUp provides all the necessary training to prepare you for the role. You also have ongoing support and access to a Regional Supervisor, so you are never on your own when visiting facilities or working on cases.

What are the requirements to volunteer?

  • Must be at least 18 years old
  • High school diploma or equivalent
  • Completion of required training and certification
  • FBI and Department of Justice background check and fingerprint clearance
  • Valid driver’s license and proof of auto insurance (if driving for assignments)
  • Full COVID-19 vaccination
  • No conflicts of interest that interfere with advocating for residents

What counts as a conflict of interest?

Ombudsman volunteers must be free from personal or professional interests that could interfere with their ability to advocate solely for residents. Conflicts may include:

 

  • Employment in a nursing home, assisted living, or board-and-care facility
  • Having a close family member who owns, operates, or manages a long-term care facility
  • Serving in another role requiring loyalty to a provider or regulator rather than residents
  • Financial interests or relationships that could bias decisions
  •  

If a potential conflict is identified, the program director will review the situation and determine whether it can be managed or if the individual is ineligible to serve.

What qualities make for a great Ombudsman?

  • Compassion for older adults and individuals with disabilities
  • Strong communication and problem-solving skills
  • Professional, objective, and diplomatic approach
  • Dependable, flexible, and able to follow program procedures

Where do volunteers serve?

Volunteers are placed in facilities throughout San Mateo County and assigned regional territories according to where you live. We try to accommodate the specific neighborhoods or types of facilities you’d like to serve.

What are the benefits of volunteering?

  • Making a real difference in the lives of vulnerable older adults
  • Gaining knowledge about residents’ rights, healthcare systems, and aging services
  • Opportunities for personal growth and skill development
  • Satisfaction from ensuring dignity, respect, and quality of life for long-term care residents

Who supervises Volunteer Ombudsmen?

Volunteers are supported and supervised by the Regional Manager of the Ombudsman Program and the Program Director as needed. You will always have guidance and backup from experienced staff.

Why is this the best volunteer job?

Because you’ll be part of something bigger than yourself. Ombudsman volunteers join a vibrant, mission-driven community that is passionate about protecting residents and improving long-term care.

 

You’ll meet new people, build lasting friendships, and be surrounded by a team of volunteers and staff who care deeply about making a difference. It’s meaningful work with a special group of people who share your values.

How do I apply?

Contact AgeUp’s Ombudsman Program team at 650.780.5707, email [email protected] or visit Ombudsman Volunteers for more information.