Long-Term Care Ombudsman Volunteers a Lifeline for SF's Seniors

Volunteer program educates residents on their rights and advocates for them in assisted living facilities

Apr. 6, 2026 at 7:03am by Ben Kaplan

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The Long-Term Care Ombudsman Program (LTCOP) in San Francisco trains and deploys volunteers like Jane Field to visit assisted living facilities, educate residents on their rights, and advocate for them when problems arise. The program helps address issues like inadequate staffing, poor food quality, and 'point pricing' that can add hundreds to monthly fees. However, the program is limited in its ability to address the broader challenges of housing affordability and availability for the city's rapidly growing senior population.

Why it matters

As San Francisco's senior population grows to 25% of the city's residents by 2030, the need for affordable and quality long-term care options will become increasingly critical. The LTCOP plays a vital role in protecting the rights and wellbeing of seniors in assisted living, but broader housing and policy solutions are needed to address the looming crisis.

The details

The LTCOP has 23 trained and licensed volunteers like Jane Field who visit assisted living facilities weekly to build trust with residents and advocate on their behalf. They field complaints about issues like unanswered call buttons, poor food, understaffing, and 'point pricing' where residents are charged extra for basic services. While some facilities like Victorian Manor are responsive, the growth of privately-owned senior facilities through REITs and private equity has made it harder to trace ownership and responsibility. The program's coordinator, Benson Nadell, says point pricing is one of the biggest complaints they receive.

  • The LTCOP was founded in 1972 as part of the Older Americans Act.
  • By 2030, the number of San Franciscans aged 65 and older will represent 25% of the city's residents, up from the current 17%.

The players

Jane Field

A volunteer with the Long-Term Care Ombudsman Program (LTCOP) who visits assisted living facilities weekly, including Victorian Manor, to advocate for residents.

Benson Nadell

The coordinator of San Francisco's Long-Term Care Ombudsman Program (LTCOP).

Ana Pacheco

The senior care administrator at Victorian Manor, an assisted living facility where volunteer Jane Field visits.

John Edmiston

The director of volunteer services at San Francisco's Long-Term Care Ombudsman Program (LTCOP).

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What they’re saying

“We are the eyes and ears of the residents and their families in an institutional setting where there is an inherent imbalance between the provider of services and the consumer.”

— Benson Nadell, Coordinator of San Francisco's LTCOP

“Sometimes the resident may share a problem but not want to follow up. They're afraid of being seen as a troublemaker. While I may think we should follow up, they don't, so we don't. We must have their consent to act.”

— Jane Field, LTCOP Volunteer

“She begins investigating before I've even completed the extensive notes we must make on every visit.”

— Jane Field, LTCOP Volunteer

“Point pricing – wheeling a resident to the dining room, more frequent showering and other supportive services – can add hundreds of dollars to a resident's monthly fee and is 'one of the biggest complaints fielded by the Ombudsman's Office,'”

— Benson Nadell, Coordinator of San Francisco's LTCOP

“We need more volunteers to get the word out and to protect residents.”

— Benson Nadell, Coordinator of San Francisco's LTCOP

What’s next

The LTCOP is actively recruiting more volunteers to visit assisted living facilities and advocate for residents. Interested applicants can call 415-751-9788 or visit sfhsa.org/services/disability-aging/legal-assistance/safety-care-facilities to learn more about the free training program.

The takeaway

The Long-Term Care Ombudsman Program plays a vital role in protecting the rights and wellbeing of seniors in San Francisco's assisted living facilities, but broader solutions are needed to address the growing affordability and availability crisis as the city's senior population rapidly expands. More volunteers are needed to expand the program's reach and impact.