What Is It a Long-Term Care Ombudsman Does?
An Interview with Broderick Hooker
If you have never heard of the term ombudsman before, you’re not alone. An ombudsman, broadly speaking, is someone who looks into complaints which people have when they feel they have been mistreated. My friend, Broderick Hooker, is a long-term care ombudsman, meaning he checks in on and works for the wellbeing of people in more permanent living facilities, such as homes for the elderly.
It is sad to see how our society often disregards those who are old and infirm. As Catholics, we believe in the inherent dignity of every human person, regardless of what state of life they are in. Thus, some Catholic organizations like the Diocese of Rockford’s Catholic Charities in northern Illinois have dedicated time and funds to ministering to the neglected members of the aging community. What follows is an interview in which Brody explains the point of Catholic Charities’ ombudsman program, the fruits of this ministry, and how he has seen God in the people he serves.
John: What is the role of a long-term care ombudsman, such as yourself, in relation to people living in long-term care facilities and communities?
Brody: A long-term care ombudsman is an advocate for residents in long-term care. "Long-term" can be misleading, as we advocate for anyone staying in a nursing home, supportive living, or assisted living for any length of time, whether it's a week or the rest of their life. The program is actually established in Federal law under the Older Americans Act. Each state administers the program, and we report to the state. We have a State Ombudsman overseeing all programs in the state, but each program is run by different organizations. Ours is run by Catholic Charities and has been since we became the designated provider in 1989. We have a regular presence in all homes that are licensed as long-term care. This includes skilled nursing homes, which we visit at least monthly. Assisted Living, Supportive Living, and some group homes, which are licensed as ICF-DD (Intermediate Care for the Developmentally Disabled)- we visit at least quarterly. Our job is [to] get to know residents, educate them on their rights, empower them, and speak out for them when they give us permission. Everything told to us is confidential, and we can only share and work on what the resident gives us permission to do.
John: What does your work day, or even a whole week, look like? What does it entail?
Brody: My work day or week really varies, but ultimately we are an outreach program. This means that usually several days out of the week are spent out and about visiting homes. Sometimes it will just be a routine visit, and there will be no complaints. Sometimes we have multiple people we may need to follow up with. I attend care plan meetings with individual residents. I attend resident council meetings. When I'm in the buildings, if I have complaints, I try to follow up with staff while I am there. Usually, I will go to the department that the complaint relates to. For instance, if it is a complaint about long call light response times, I would go to nursing. If a resident expresses a desire to discharge home, I would talk to social services, etc. The rest of my time is spent in our office, documenting and doing case follow up.
“I often have to remind myself that Christ crucified is there in front of me, and that's why the work we do is so important.”
~ Broderick Hooker, Long-Term Care Ombudsman
John: How have you witnessed the God-given dignity of the people whom you serve?
Brody: For many of the residents we visit, we might be the only outside visitors they regularly get. It's a heartbreaking reality, but giving someone that connection is really important, as is the chance for them to simply feel heard. We approach residents as equals, and try to give them a sense of agency and control. When you reach the point in your life when you need long-term care, you have lost a lot of the independence you were used to. When you've done things for yourself your whole life and suddenly you are relying on others to bathe you, take you to the bathroom, etc., it can be a real blow to someone’s self-esteem and dignity. When we take direction from the resident, they get to reclaim some of that. Additionally, you also learn that everyone has a story, or a whole lifetime of stories. Some are incredibly accomplished, some have made mistakes in the past, some have had a hard go of it their whole lives. But when we get involved, their dignity and worth comes first. There are some residents that may not be capable of expressing their concerns. Some residents may have severe cognitive deficits. Some may be very close to dying. Spending time with someone like that can be uncomfortable, especially if someone is not able to give us direction. I often have to remind myself that Christ crucified is there in front of me, and that's why the work we do is so important.
John: As an ombudsman, what is your goal for the residents you visit in assisted living homes?
Brody: My goal for residents, whether in skilled nursing, assisted living, supportive living, or group homes, is whatever their goals are. Sometimes a resident might have a goal that is not realistic. For instance, someone that has not walked in years may claim that if only they can get enough therapy they could walk again. Someone may wish to return home, to a house that no longer is actually in their possession. Sometimes we come up against the limits imposed by sick and injured bodies, sometimes it’s limits imposed by a convoluted insurance situation. We try and make sure their goals are known and heard. If they are possible, then we work with them and staff to try and get there. If their goals are not possible, then we may have to look at what is the closest we can realistically get. Maybe you can't go back home, but you can qualify for assisted living. Maybe you can't walk unassisted, but you can take yourself to the bathroom with minimal supervision. Maybe your insurance won't cover additional therapy, but you qualify for a restorative program where CNAs [Certified Nursing Assistants] walk with you a few times a week.
John: Is there any one incident that sticks with you in which a resident whom you helped was very hopeful or happy because of something you did?
Brody: I can think of a few. In several instances, a resident got to return home to the community after a long time in a nursing home. In another, a resident was issued an involuntary discharge, and with the help of Prairie State Legal Services, they ended up getting to stay. Sometimes it is just getting a resident in front of staff and giving them the opportunity to speak and have their voice heard in a care plan meeting. Nursing home staff often like to rush care plans, but I try and make a point to ask them if they have additional concerns. Perhaps if we weren't there, they may forget to bring it up, or no one else bothers to ask.
John: Have you seen God in any of the people you serve? If so, how did you recognize His presence?
Brody: I see God all the time in the people I serve. Like I mentioned before, there have been many instances, especially with people who are severely disabled or in severe pain, where I think to myself that Christ crucified is there before me. In those cases, seeing God in them is uncomfortable, or even painful, but so necessary. In other cases, I have residents who are deeply prayerful and pious people. They put me to shame, and they have certainly run the race. Yet in other residents, they may not be the kindest or most patient person. They might be difficult to work with. But peel back the layers, and they have deep wounds. Christ is there too.
John: How is serving others as an ombudsman fulfilling?
Brody: Serving as an ombudsman is fulfilling because we try to be a voice for people society would rather tune out. If we warehouse our elderly and sick and keep them away from everyone else, then others do not have to think about them. But I feel fulfilled when someone's goal is met, or at least their voice is heard.
Editorial Note: We are grateful to Catholic Charities of the Diocese of Rockford for granting this exclusive interview. If you are interested in volunteering as an ombudsman, visit their website here.