Volunteer and paid ombudsmen investigating complaints in six states: A natural triaging

The Long Term Care Ombudsman Program provides an opportunity to explore how a public mandate is implemented through the use of paid and volunteer ombu dsmen who investigate complaints in long-term care facilities. In this arti cle, the authors report partial findings from a growing database across six states,focusing on what is known about the use of volunteers and paid staf f complaint investigation Findings reveal differences in the types of compl aints received, the sources of complaints, and the percentage of complex (d ifficult) complaints investigated by volunteers and paid staff. These diffe rences result in a natural triaging that occurs among volunteers and paid s taff, so that complaints viewed as difficult to verify and resolve are auto matically given to paid staff.