Free senior care guidance for Staten Island families. No cost to you, ever.
Call (516) 619-2127
Staten Island Senior Advisor

The Local Ombudsman and Filing Complaints

Two different systems: the free, independent long-term care ombudsman, and the state health department complaint line. Here is when to use each.

Get matched freeCall (516) 619-2127
Home›State Rules›The Local Ombudsman and Filing Complaints

The local long-term care ombudsman

Staten Island falls under the New York City region (Region 3) of the Long-Term Care Ombudsman Program, sponsored by the Center for Independence of the Disabled, New York (CIDNY), a five-borough/citywide program.

OrganizationCIDNY Long-Term Care Ombudsman Program
Address1010 Avenue of the Americas, Suite 301, New York, NY 10018
Program line1-888-855-9807
Email[email protected]
Statewide hotline1-855-582-6769

The ombudsman is free, independent, and acts only with the consent of the resident or their legal representative -- it advocates for a resident, but does not license, inspect or fine a facility.

Source: CIDNY Long-Term Care Ombudsman Program

Reporting abuse or neglect

Unlike a county-by-county Department of Social Services model, New York City's Adult Protective Services is centralized under the NYC Human Resources Administration (HRA), Office of Special Services. Staten Island's borough APS office can be reached at (929) 221-8794. The citywide DSS-OneNumber referral line -- all five boroughs -- is (718) 557-1399, Monday-Friday 9am-5pm (say "APS" when prompted). If someone is in immediate danger, call 911.

The facility complaint line is separate from APS -- for an Adult Care Facility, call NYSDOH's Metropolitan Area Regional Office at (212) 417-5990; for a nursing home, (212) 417-4999 or the statewide nursing-home hotline 1-888-201-4563.

Source: NYC HRA Adult Protective Services

Which one to call

The long-term care ombudsman and the state health regulator do different jobs, and using one does not preclude the other. The ombudsman advocates for a resident and can attend a care conference with you, but does not license, inspect or fine a facility. The state regulator investigates regulatory complaints and can take enforcement action, but is not an advocate for an individual resident's preferences the way an ombudsman is.

The consent rule

An ombudsman acts only with the consent of the resident or their legal representative. This surprises adult children. If a parent has capacity and does not want a complaint pursued, that decision stands, even where family disagrees with it.

Questions families ask

Is Richmond County under mandatory Managed Long Term Care enrollment?

Yes. Mandatory MLTC enrollment in New York City -- including Richmond County/Staten Island -- began under Medicaid Redesign Team Initiative #90, approved August 31, 2012. New York City was actually the first region in New York State to require mandatory MLTC enrollment, ahead of the later rollout on Long Island.

Where is Richmond County's seat, and why does that matter for elder-law needs?

St. George is Richmond County's seat, home to Staten Island Borough Hall (10 Richmond Terrace) and the Richmond County Courthouse. Elder-law attorneys, guardianship proceedings, and other legal matters tied to senior care planning typically run through this North Shore hub.

Does Richmond County have its own separate Adult Protective Services office?

Not a fully separate county-run agency in the way some other New York counties operate. Staten Island's APS function runs through NYC HRA's Office of Special Services, with a dedicated borough-level phone line, (929) 221-8794, rather than a standalone Richmond County department of social services running its own independent APS program.

Does Staten Island have its own dedicated Long-Term Care Ombudsman region?

No -- Staten Island falls under the New York City region (Region 3) of the statewide Long-Term Care Ombudsman Program, sponsored by CIDNY, which covers all five boroughs together rather than maintaining a separate Staten Island-specific ombudsman region.

Independent living vs. assisted living -- what's the actual difference in New York?

Independent living is generally unlicensed housing in New York, since no personal care is provided. Assisted living requires a base Adult Care Facility license plus Assisted Living Residence (ALR) certification under 10 NYCRR Part 1001, issued and inspected by NYSDOH.

Not sure where to start?

Answer five questions and a local advisor will come back with senior care options in your area that actually fit your situation and budget. It is free, and there is no obligation.

Find care options
Find senior care — free