The purpose of the Community Care Ombudsman Program is to assist elders and their families in the community by investigating and resolving their complaints. Covered community care programs include: programs of medical, functional, or social support services that are provided to an individual living in their home, apartment, in a day care program, or a managed care demonstration program under the Social Security Act. Also covered are home health services, community based MassHealth programs, the state home care funded program and federally funded private pay elder care programs specified.

The Community Care Ombudsman responds to inquiries from elders and their families, educates consumers about their rights and responsibilities, counsels consumers about concerns with their services, refers consumers to appropriate sources for help, and investigates and resolves complaints through mediation.