Moving into an assisted living facility is a major life change. Residents leave behind the comfort of home and step into a new environment where it can be difficult to have their voices heard. Springwell’s Assisted Living (AL) Ombudsman Program ensures those voices are heard by offering residents support, guidance, and advocacy.

This work builds upon the deep history of the Long-Term Care (LTC) Ombudsman Program, which began as a demonstration program in 1972 and currently operates nationwide. The program, coordinated statewide by the MA Executive Office of Health and Human Services (EOHHS), uses highly trained and supervised volunteers to effectively and consistently advocate for residents in long-term care facilities. In 2023, Springwell’s AL Ombudsman Program began piloting the use of volunteers, bringing the same program principles to assisted living residences and also operating under the umbrella of EOHHS.

Program Manager Maura Donahue joined Springwell right around this time, bringing three years of experience as an LTC Ombudsman. Transitioning from LTC to AL highlighted similarities and important differences. While LTC tends to be more highly regulated, AL residences operate with more flexibility, focusing on independent daily living, which creates different challenges for volunteers.

“Patience is very important,” Maura says. “We let residents share what’s going well and what’s challenging, and we make regular check-ins to maintain a presence.” This lays the groundwork for strong, trusting relationships. Maura recalls a time when a resident returned home to find staff had removed some of her belongings. Rather than stepping in herself, Maura arranged a meeting between the resident and the staff. “They agreed to help her decide what to keep and what to get rid of,” Maura explained. “It’s important that residents still feel independent.”

AL volunteers maintain their presence with regular visits, focusing on one to three residents at a time. Continuing education, through both online and in-person training, ensures volunteers communicate, listen, and advocate effectively during these visits. It’s simple, but consistently showing up and making an effort to listen can make a lasting impact on residents’ lives. Springwell is currently accepting volunteers for our AL Ombudsman Program. No special experience is needed – just patience, empathy, and a willingness to commit an hour a week. With every new volunteer, another voice is amplified.