The LTCOP Policies and Procedures govern the actions of the Office of Illinois Long-Term Care Ombudsman, all designated paid and unpaid long-term care ombudsmen, provider agencies, Area Agencies on Aging, the Illinois Department on Aging, and other parties involved in the operation of the Illinois Long-Term Care Ombudsman Program.
The following Table of Contents provides links to sections of the policies and procedures relevant to the Illinois Long-Term Care Ombudsman Program. 
Disclaimer: The Illinois Long-Term Care Ombudsman Program Policies and Procedures are provided by the Illinois Department on Aging and are intended for the convenience of interested persons. The Department does not ensure the accuracy of the policies and procedures on this web site and urges you to consult the official documents or advice of legal counsel.

Chapter 100 - Introduction  

101: General Authority and Mission
102: Structure of the Illinois Long-Term Care Ombudsman Program
103: Organization of this Manual
104: Definitions
105: Clarifications, Revisions, Waivers and Transitional Provisions to this Manual 

Chapter 200 - Organization Standards and Responsibilities

201: Illinois Department on Aging Responsibilities
202: SLTCOP Responsibilities
203: Office of the Illinois LTCOP Responsibilities
204: AAA Responsibilities
205: Provider Agency Responsibilities


Chapter 300 - Designation and Certification 

301: Designation of Regional Long-Term Care Ombudsman Programs
302: Refusal to Designate and De-designation of Regional Programs
303: Certification of Ombudsmen
304: Refusal to Certify and De-certification of Ombudsmen
305: Procedure to Address Complaints Against the Regional Ombudsman Program

Chapter 400 - Long-Term Care Ombudsman Program Service Delivery Standards

401: Long-Term Care Ombudsman Program Service Components
402: Investigative Services
403: Regular Presence in Long-Term Care Facilities
404: Consultation and Community Education
405: Issue Advocacy
406: Resident and Family Councils Development and Support
407: Regional Long-Term Care Ombudsman Program Annual Services Plan
408: Evaluation of the Long-Term Care Ombudsman Program 

Chapter 500 - Protocols for Problem Resolution and Investigative Services on behalf of Residents of Long-Term Care Facilities

501: Receipt of Complaints
502: Complaint Investigations
503: Verification of Complaints
504: Resolution of Complaints
505: Abuse and Neglect
506: Complaint Referral
507: Documentation of Investigative Services

Chapter 600 - Access to Residents and Facilities, Residents' Records, State and Facility Records and Particpants and Participants' Records

601: Access to Residents and Facilities
602: Access to Residents' Records
603: Access to State and Facility Records
604: Access to Participants and Participants' Records

Chapter 700 - Legal Issues

701: Legal Advice and Consultation
702: Representation for Civil Legal Action
703: Willful Interference
704: Retaliation and Reprisals
705: Guardianship

Chapter 800 - Confidentiality, Disclosure and Retention

801: Confidentiality of Long-Term Care Ombudsman Program Records
802: Monitoring the Records of the Regional Long-Term Care Ombudsman Program
803: Disclosure of Information
804: Record Retention

Chapter 900 - Conflict of Interest

901: Adherence to Procedures
902: Identifying a Conflict of Interest
903: Disclosure of a Conflict of Interest
904: Reviewing and Remedying the Conflict of Interest
905: Failure to Identify or Remedy a Conflict of Interest

Chapter 1000 - Volunteer Management

1000: Volunteer Management

Chapter 1100 - Home Care Ombudsman

1100: Home Care Ombudsman 



A:  Unofficial Compilation of Older Americans Act Revisions (PDF)

B:  Illinois Act on Aging - Ombudsman Provision (see Sec. 4.04)

C:  Joint Committee on Administrative Rules: Administrative Code – Ombudsman Rules

D:  Conflict of Interest Form (PDF)

E:   State Employee Indemnification Act (5 ILCS 350/)

F:   Appeal Procedures for Ombudsman Provider Agency Designation (PDF)

G:  Part 1: In-Service Training and Trainer Requirements (PDF)

G:  Part 2: Adding New Users to OmbudsManger (PDF)

H:  Code of Ethics (PDF)

I:   Abused and Neglected Long-Term Care Facility Residents Reporting Act (210 ILCS 30/)

J:   Part 1: Illinois Power of Attorney Act (755 ILCS 45/)

J:   Part 2: Illinois Probate Act of 1975 - Guardians for Disabled Adults (755 ILCS 5/)

K:  Health Care Worker Background Check Act (225 ILCS 46/)

L:   Access to Records of a Resident Incapable of Giving Consent (PDF)      


Contact Information

State Long-Term Care Ombudsman
Illinois Department on Aging
Division of Home and Community Services
Office of the State Ombudsman
One Natural Resources Way, #100
Springfield, IL 62702-1271

Last updated: November 6, 2015