$1.7M contract awarded to outsource ombudsmen
NORRISTOWN >> Montgomery County officials moved Thursday to award a $1.7 million contract to outsource its ombudsman program, which assists some of the area’s most vulnerable residents.
The three-year agreement between the Montgomery County Department of Health and Human Services and the Center for Advocacy for the Rights and Interests of the Elderly, of Philadelphia, is not expected to exceed $1,720,866. The “initial first-year period” required $573,622.
Ombudsmen advocate for patients and residents staying in facilities, according to the Pennsylvania Department of Aging.
Eight ombudsmen work to provide services to seniors through
the Office of Senior Services’ Long-Term Care Ombudsman Program, according to Montgomery County Deputy Chief Operating Officer Barbara O’Malley.
Additionally, a host of other volunteers are charged with helping to “improve the quality of life for residents,” according to the county’s “Volunteer to be an Ombudsman” webpage.
They’re tasked with the following duties:
• Educate residents about their rights
• Encourage and assist residents to ask questions and express concerns
• Help them reach solutions in collaboration with facility staff and family
When the outsourcing proposal was initially brought up during a Montgomery County Board of Commissioners meeting earlier this year, it was met with opposition by several area residents.
“Our group of ombudsmen are so experienced and have ties through the community and I’d hate to see that change,” Montgomery Township resident Carolyn Michener said in April.
“These ombudsmen can navigate any critical issues that we are about to witness. For years they have built good relationships with long-term care facility staff and residents living in long-term care facilities,” said Lydia TorresKrzeminski, a Montgomery County volunteer long-term care ombudsman. “This is not the time to disrupt this important work.”
Along with O’Malley, Doreen Hespell, administrator of the Montgomery County Office of Senior Services, previously stressed the importance of updating the program to alleviate an “inherent conflict of interest” identified by the state.
Other Pennsylvania counties have followed suit, according to the state’s aging department, opting to consult independent organizations when it comes to hiring for the respective programs.
“The state has identified an inherent conflict of interest with counties operating the ombudsman program in relationship to the other services the county provides and in recent years they do not allow full supervision of ombudsman staff by county management,” she said during the April 1 meeting. “In fact, for example, county management does not have access to the database, and data system the ombudsman uses to manage their program.”
The COVID-19 pandemic limited interactions between local seniors and their advocates as Gov. Tom Wolf imposed visitation restrictions to many longterm care facilities across Pennsylvania due to health and safety restrictions associated with the ongoing public health crisis.
“In a conversation with a staff member at a facility
I serve, I was informed that some of the residents I advocate for died of COVID, some are experiencing declining health, and a few just gave up to depression and loneliness due to being shuttered for more than a year,” TorresKrzeminski said Thursday.
Still, public objection continued as the process progressed. Over the course of the advertisement period, eight companies viewed the request for proposals and two submitted bids for the contract.
“It has been a painful experience to watch the [Montgomery County] Office of Senior Services dismantle the ombudsman program with such determination,” Torres-Krzeminski said. “Personally, I’m struggling to understand how I can continue in my role as my mentor and seasoned colleagues depart.”
Others appeared skeptical, expressing further concern and calling for accountability on the part of county leaders.
“Sadly, our seniors and disabled persons will be at great risk during this transition time, which I believe could last for 18 months or more,” said Horsham resident John Krzeminski.
“The enormity of this task cries out for a comprehensive transition plan that involves both the county and CARIE,” he continued. “Unless Montgomery County stays involved in the ombudsman program until a complete transition to CARIE is completed, CARIE is likely to fail, and Montco’s most vulnerable citizens will pay the price.”
“Commissioners, if you approve the CARIE contract, then you must mitigate the risk of program failure by exercising strict oversight of the transition and be prepared to offer county resources including personnel,” Krzeminski went on to say. “Our senior and disabled residents deserve the full and continuous attention of Montco’s leadership so they are not the unintended victims of a steep learning curve associated with a relatively small social services agency taking on an enormous responsibility for which they are likely not prepared.”
Prior to voting on several contract awards, including the ombudsman program, Montgomery County Commissioners’ Chairwoman Val Arkoosh addressed her constituents.
“We’ve heard a lot of public comment about the ombudsman situation, and I just want to say publicly how much we so deeply appreciated the individuals that worked with our senior services department in this role,” Arkoosh said.
The county’s elected officials sought further clarification on matters surrounding oversight, to which O’Malley said they’ve been in contact with the state department and Philadelphia organization. The contract was then unanimously approved.
“But I assure you, we have been part of the process, and we’ll continue to be part of the process as CARIE assumes these roles,” O’Malley said.