Indiana State Long-Term Care Ombudsman Program

Somewhere tonight, a resident is resting in the place they call home because someone stood up for their rights.

That's often what the work of the Long-Term Care Ombudsman Program looks like.

For residents of nursing homes and assisted living communities, these settings are home. When concerns arise - about care, transfers, communication, or respect - our role is to advocate for the resident and work toward resolution.

Much of this work is confidential. It rarely makes headlines. It often involves careful listening, problem-solving, and persistence.

When a discharge is considered.
When a care plan is defined.
When a resident's voice is finally heard.

The result may not be dramatic. But it can mean stability, dignity, and remaining in the place that is home.

Advocacy is not loud.
But it matters.

What happens when you call the Long-Term Care Ombudsman Program (LTCOP)?

If someone is in immediate danger, please call 911. The LTCOP is not an emergency response agency.

Often, you'll need to leave a voicemail. We receive a high volume of calls from across the state, and it can take 3-5 business days to return your call. We know that when you're worried about a loved one, that can feel like a long time. Please know that we listen to every message carefully and return calls as quickly as possible.

When we return your call, we listen first. We explain who we are and how we work. Ombudsmen are resident-directed advocates - we work on behalf of the resident and cannot act without their permission.

We do not regulate or fine facilities.
We advocate.

Calling an ombudsman means a concern deserves attention.
It means someone wants to be heard.

https://www.wishtv.com/news/health-spotlight/accessible-nature-walk-noblesville/

Area 8 Ombudsman staff enjoyed a wonderful day of promoting the LTC Ombudsman Program in Area 8. They met so many wonderful people from the community, residents, and some staff from nearby facilities. They educated people about what we do and how to contact an ombudsman, spoke with potential volunteers, and garnered some interest from facility staff to provide staff training on resident rights.

Thank you to the event organizers!

The event took place yesterday April 10th at Castleton United Methodist Church (7160 Shadeland Station, Indianapolis, IN 46256)

Meet Mhelody Martinez, our dedicated local long-term care ombudsman for Area 12, serving Dearborn, Jefferson, Ohio, Ripley, and Switzerland counties under the Southeastern Indiana Independent Living Center. With nearly 20 years of experience in long-term care, Mhelody has built a diverse background that includes roles as a direct care staff, day program coordinator, administrator, and Qualified Intellectual Disability Professional (QIDP) in various facilities in San Jose, California. Most recently, Mhelody served as a supervisor in an Intermediate Care Facility (ICF) for individuals with intellectual and developmental disabilities in LaGrange, KY.

In January 2025, Mhelody embraced the opportunity to become an ombudsman, driven by a passion for advocacy and making a meaningful difference in the lives of vulnerable individuals. This role allows her to address the complaints and concerns of the residents in nursing homes and assisted living facilities.

Outside of work, Mhelody is a proud mother of four, balancing family life with a supportive husband who encourages the pursuit of her passion for care. When not advocating for residents, Mhelody enjoys spending quality time with family, exploring camping sites, and basking in the sun at the beach. With a deep commitment to both family and community, she embodies the spirit of care and advocacy in all aspects of life.

Meet Carmen Osterhoudt, Area 7 Ombudsman

Carmen Osterhoudt is the dedicated ombudsman for Area 7, which serves Parke, Vermillion, Clay, Vigo, Sullivan, and Putnam counties. She has been in this role for just under a year but brings 19 years of combined experience as a case manager, waiver provider, and caregiver. Before becoming an ombudsman, she cared for her grandmother, who battled Alzheimer’s, deepening her understanding of the challenges faced by long-term residents.

As an ombudsman, Carmen is passionate about advocating for residents in long-term facilities, ensuring their rights are protected and their voices are heard. One of her favorite aspects of the role is connecting with residents and learning their stories. She believes that “there is so much knowledge and experience to be shared if we just take time to listen.” Through her work, she has discovered that communication gaps are often at the heart of many challenges, and she strives to bridge them effectively.

Outside of work, Carmen enjoys spending time with her close-knit family, including her two children, who are growing up faster than she is ready for. She cherishes laughter-filled moments with loved ones, believing that laughter truly is the best medicine.

Join us as we advocate for our Hoosiers.

Are you looking for help regarding your concerns on the care of a loved one in a nursing home or an assisted living home?
Check out Consumer Voice's tip sheets.

https://theconsumervoice.org/wp-content/uploads/2024/05/9._How_to_Solve_Problems_in_a_Nursing_Home.pdf

https://theconsumervoice.org/wp-content/uploads/2024/07/6_steps_for_getting_quality_care_in_a_facility.pdf

theconsumervoice.org

Be proactive to prevent resident isolation from family and friends during a health emergency, or any time. Support the Essential Caregivers Act of 2025 by signing the petition!!

The National Consumer Voice for Quality Long-Term Care The Essential Caregivers Act of 2025 (H.R. 8331 and S. 4280) ensures residents in long-term care facilities can designate at least one essential caregiver with guaranteed visitation rights, even during emergencies. This vital legislation safeguards the rights, dignity, and emotional well-being of so...

Contact us if you have a loved one in a long term care facility that’s needs an advocate.

October is Residents’ Rights Month, an annual event designated by Consumer Voice to honor residents living in all long-term care facilities and those receiving care in their home or community. It is an opportunity to focus on and celebrate the dignity and rights of every individual receiving long-term services and supports.

Residents have the right to self-determination and to use their voice to make their own choices. This year's Residents' Rights Month theme, The Power of My Voice, emphasizes self-empowerment and recognizes the power of residents being vocal about their interests, personal growth, and right to live full, enriching lives.

https://theconsumervoice.org/events/2024-residents-rights-month/residents-voice-challenge