Right: Diane Williams | Left: Ella McNair
A Chance to Make a Difference
McNair was already an active volunteer—working on initiatives like voter registration and reviewing grant applications for a local arts and humanities organization—when she first learned about the Ombudsman program through a letter she received more than five years ago. At the time, she was searching for a volunteer opportunity that aligned with her passions while still being manageable.
“Healthcare related to senior citizens—which I am—has a lot of unmet needs,” McNair says. “As a senior population group, I’ve seen first-hand in personal life and in my community that there are important needs. I already had a vested interest in making a difference there.”
Consuello Madison, a volunteer with the Ombudsman office for about three years, shares a similar motivation. She recalls witnessing an older neighbor suffer from neglect and financial and emotional exploitation by a younger man. “I felt very helpless in protecting my neighbor, and the system had failed her,” Madison says. When she learned about the Ombudsman program, she knew she had found her calling. “It felt like a prayer being answered,” she says, giving her the opportunity to stand up and advocate for older adults who need protection and support.
Commitment Backed by Training and Support
Ombudsman volunteers receive comprehensive training and resources through LCE to prepare them for their role, says O. Lorena Ruiz, Senior Ombudsman Operations Associate and volunteer liaison with LCE’s Ombudsman office.
“There are a number of important skills necessary for volunteers, including communication, listening, and problem-solving,” Ruiz explains. “It’s also important for volunteers to be empathetic, fair, open-minded, and nonjudgmental.” Given the sensitive nature of the work, volunteers must also respect privacy and confidentiality.
Volunteers visit long-term care facilities, engaging with residents by having conversations and checking in on their well-being. Most importantly, they listen to any concerns or complaints residents may have. These can range from minor grievances, like dissatisfaction with food, to serious issues such as receiving the wrong medication. Volunteers then collaborate with Ombudsman staff to help resolve these concerns.
To participate, volunteers must commit at least four hours per month and serve for at least one year. In addition to facility visits, volunteers attend resident council meetings and submit reports documenting their work.
Ruiz emphasizes that being an Ombudsman volunteer is deeply rewarding, not only because of its impact on residents but also because of the insights volunteers gain. “Everyone is going to get older, and they always say, ‘It could be me in that situation,’” she says. “This role teaches them how the system works and how to navigate it—whether they have a loved one in a long-term care facility or may need to explore those options for themselves one day.”
Helping the Most Vulnerable Improve Their Lives
Through her volunteer work at a large long-term care facility, McNair has had the opportunity to investigate complaints, help resolve issues, protect residents’ rights, and empower individuals to advocate for themselves. She has witnessed firsthand how these efforts lead to meaningful change.
In one case, she assisted a resident who was hesitant to speak up about her needs. With McNair’s support, the resident successfully requested changes to her care, including a new bathing routine that boosted her confidence, improved her hygiene, and enhanced her overall quality of life. “Since then, she has been able to speak up for herself more often,” McNair says.
Madison also recalls advocating for a resident with a traumatic brain injury who was not being treated with dignity and respect. “Because of his mental status, he was not being treated with dignity and respect and was being alienated by facility staff from doing activities and eating his meals in the dining hall with the other residents,” she explains. Through persistent advocacy and collaboration with Ombudsman staff, adjustments were made to better accommodate the resident’s needs. “Seeing the resident's transformation was a powerful reminder of the impact of our work,” she says.
Volunteers receive extensive training to ensure they are well-prepared for their role. Initial training includes a five-day, 36-hour classroom course, followed by 10 hours of field training. Once onboarded, volunteers attend monthly meetings to stay informed and connected. Each volunteer is also assigned a staff mentor to provide ongoing support and guidance.
McNair emphasizes the invaluable assistance provided by O. Lorena Ruiz and the Ombudsman specialists, which helps volunteers stay engaged and confident in their work. “Knowing that she is always available if we have questions or need information helps keep us motivated,” she says.
Become an Ombudsman Volunteer
Both McNair and Madison encourage anyone interested in volunteering to explore the opportunity. “You can make a real difference in the lives of vulnerable individuals who need your support and advocacy,” Madison says. “This role is very challenging and requires dedication, patience, and a genuine desire to help others, but the rewards far outweigh the challenges.”
“If you’re thinking about it, give it a try,” McNair adds.
A new training session begins in April. To learn more about volunteering with LCE’s Office of the DC Long-Term Care Ombudsman, email O. Lorena Ruiz at oruiz@aarp.org.
To discover more volunteer opportunities, visit www.aarp.org/volunteer.
