(1) investigate and resolve complaints on behalf of individuals receiving long-term care;

(2) analyze and monitor the development and implementation of federal, State, and local laws and of regulations and policies relating to long-term care, long-term care facilities, or providers of long-term care and recommend changes it deems appropriate;

(3) provide information to the public, agencies, legislators, and others, as it deems necessary, regarding problems and concerns of individuals receiving long-term care, including recommendations related to such problems and concerns;

(4) develop and establish policies and procedures for involvement by volunteers in the work of the Office;

(5) promote the development of citizen and consumer organizations in the work of the Office and the quality of life of individuals receiving long-term care;

(6) establish policies and procedures for protecting the confidentiality of its clients as required by the Older Americans Act;

(7) establish qualifications and training for the Ombudsman and representatives of the Office, monitor their performance, and establish procedures for certifying staff and volunteers;

(8) train persons and organizations in advocating for the interests of individuals receiving long-term care;

(9) develop and implement a uniform reporting system to collect and analyze information relating to complaints by individuals receiving long-term care and conditions in long-term care facilities;

(10) submit to the General Assembly and the Governor on or before January 15 of each year a report on complaints by individuals receiving long-term care, conditions in long-term care facilities, and the quality of long-term care and recommendations to address identified problems;

(11) perform such other activities as the Office deems necessary on behalf of individuals receiving long-term care. (Added 1989, No. 251 (Adj. Sess.), § 1; amended 2005, No. 56, § 3, eff. June 13, 2005; 2017, No. 23, § 1.)