HHS Observes Ombuds Day

Oct. 13 marks Ombuds Day, an international celebration of those who work as public advocates and investigate citizen complaints or work within organizations to assist with dispute resolution.

At Texas Health and Human Services, the Office of the Ombudsman (OO) collaborates with team members, program areas and the people HHS serves to ensure policy is followed and expectations are met. Ombudsmen serve as an impartial source of knowledge to help clients understand policies and work with HHS program staff to find solutions.

To celebrate Ombuds Day 2022, OO team members discuss how and why they serve Texans.

What do you want Texans to know about the Office of the Ombudsman?

“Resolving complaints can be a way of making our services better. We hope we’re seen as a resource to improve services for the clients since we are all here to help.” — HHS Ombudsman Joel Schwartz

“If you feel you’re being treated unfairly, think a decision is incorrect or feel like you can’t get an answer, please talk to an ombudsman.” — Michael Tijerina, Operations and Reporting Manager for the Office of the Ombudsman

“The OO opens doors to the communication process, which is where it all begins. Once those are open, people start to listen and good things can happen.” — Ombudsman for Behavioral Health Pareatha Madison

What does this year’s Ombuds Day theme, “resilience, respect, resolve,” mean to you?

“It means we are here until a resolution is obtained.” — Eloise Potter, Program Supervisor for the Reporting Team

“This year’s Ombuds Day theme is an embodiment of what an ombudsman must be.” — Ronnicelyn McCloud, Supervisor for the Ombudsman Managed Care Assistance Team

Describe common character traits found among ombudsmen.

“The best ombudsmen are great listeners, creative thinkers, patient and resolved to see a problem through to a good solution.” — Patty Ducayet, Manager for the Long-Term Care Ombudsman

“Compassion. It’s shown in the tone of their phone conversations with clients, the determination they display in working through difficult cases and in the resiliency they embody by sticking with it through tough times.” — Joel Schwartz

“Conscientious, caring and invested.” — Eloise Potter

To learn more, visit the HHS Office of the Ombudsman webpage.