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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.

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The local long-term care ombudsman

Long Island is split across two separate Long-Term Care Ombudsman Program (LTCOP) regions, and which one covers a facility depends on the county it sits in, not the county the family lives in.

  • Suffolk County — Family Service League, Coordinator Elizabeth Maxim, 631-470-6755.
  • Nassau County — Family and Children's Association, Coordinator Mary Clare Campion, 516-466-9718.

If you are not sure which region covers a specific community, the statewide Ombudsman hotline, 1-855-582-6769, can route you. The ombudsman is free, independent of any facility or agency, and acts only with the resident's (or their legal representative's) consent.

Reporting abuse or neglect on Long Island

New York's Adult Protective Services (APS) is run county-by-county through each county's Department of Social Services, not a single statewide hotline.

  • Nassau County APS — 516-227-8395 (Nassau County Department of Social Services, Office of Adult Services).
  • Suffolk County APS — 631-854-3232 (Suffolk County Department of Social Services).

If you are unsure which county line applies, New York's statewide adult services information line, 1-844-697-3505, can direct you. For a concern about care inside a licensed facility specifically, also contact the Long-Term Care Ombudsman and NYSDOH's Metropolitan Area Regional Office – Long Island at 631-851-3098. Call 911 if someone is in immediate danger.

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

How do we know it's actually time to move my parent out of their home?

There's no single trigger, but common signals include a recent fall or hospitalization, a new or worsening dementia diagnosis, the primary family caregiver reaching burnout, or private funds running low relative to ongoing care costs, any of which typically prompts a first call to the Nassau (516-227-8900) or Suffolk (631-853-8200) County Office for the Aging to understand available options before deciding.

What is Nassau County's Area Agency on Aging, and how do I reach them?

Nassau County's Area Agency on Aging is its Office for the Aging, part of the Department of Human Services, located at 60 Charles Lindbergh Blvd., Uniondale, NY 11553, phone 516-227-8900. Nassau was the first county government in the nation to establish a dedicated agency for its 60-plus population.

What is Suffolk County's Area Agency on Aging, and how do I reach them?

Suffolk County's Area Agency on Aging is its Office for the Aging, explicitly designated the Area Agency on Aging under the Older Americans Act, located at the H. Lee Dennison Building, 100 Veterans Memorial Highway, Hauppauge, NY 11788, phone 631-853-8200. The office has administered federal, state, and county aging programs for nearly 50 years.

Which has a bigger senior population - Nassau County or Suffolk County?

Suffolk County has slightly more seniors in raw numbers, about 291,400 residents age 65 and older versus Nassau's roughly 273,100, but Nassau has a slightly higher senior share of its total population, 19.6 percent versus roughly 19 percent in Suffolk. Both figures come from 2024 USAFacts/Census Bureau estimates, and both exceed the New York State average senior share of 18.9 percent.

What is NY Connects, and how does it relate to my county's Office for the Aging?

NY Connects is New York State's Aging and Disability Resource Center (ADRC) network, a free, no-obligation service that helps individuals and families learn about and access long-term care options. In both Nassau and Suffolk counties, the local NY Connects access point runs through the county Office for the Aging: Nassau's information is linked from its Office for the Aging page, and Suffolk's Office for the Aging directly operates its NY Connects, or Choices for Long Term Care, function through its main line, 631-853-8200.

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