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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

Short answer

The NC Long-Term Care Ombudsman Program advocates for residents of nursing homes, adult care homes, and family care homes, investigating and resolving complaints and protecting resident rights.

Wake, Durham, Orange, Chatham, Johnston, Lee, MooreNC Division of Aging and Adult Services (NCDHHS) runs the Office of the State Long-Term Care Ombudsman, with 16 Offices of the Regional Long-Term Care Ombudsman housed within regional Area Agencies on Aging. — 1-800-310-9777 (Central Pines Regional Council / Triangle J region toll-free Ombudsman line, covering Wake, Durham, Orange, Chatham, Johnston, Lee, and Moore counties)
Central Pines Regional Council (formerly Triangle J Council of Governments), 4307 Emperor Blvd., Suite 110, Durham, NC 27703
Franklin County (different region)(252) 436-2050, toll-free 1-866-506-6223 (Kerr-Tar Regional Council of Governments Ombudsman Program, covering Franklin County)
Kerr-Tar Regional Council of Governments, PO Box 709, Henderson, NC 27536

Coverage is split by county across Ombudsman regions housed in different Area Agencies on Aging. Wake, Durham, Orange (plus Chatham, Johnston, Lee, Moore) are served by the Central Pines Regional Council (Triangle J) regional office. Franklin County — part of the Raleigh metro but NOT covered by Central Pines — falls under the Kerr-Tar region instead (Kerr-Tar Regional Council of Governments, serving Franklin, Granville, Person, Vance, Warren counties). Harnett County falls under the Mid-Carolina region (serving Cumberland, Harnett, Sampson counties).

The ombudsman program is free, independent of any facility, and acts only with the consent of the resident or their legal representative.

Reporting abuse or neglect

Short answer

Adult Protective Services (APS) in North Carolina is COUNTY-run, administered through each county's Department of Social Services (DSS) / Department of Human Services under state oversight by NCDHHS Division of Social Services — it is not a single centralized state hotline.

Wake CountyWake County Human Services — Adult Protective Services (part of Senior and Adult Services) — 919-212-7264 (fax 919-212-7354) (This is the Wake County Social Services number for reporting suspected abuse, neglect, or exploitation of older or disabled adults during business hours.)
Durham, Orange, Johnston, Chatham, Franklin, HarnettBecause APS is county-administered, Durham, Orange, Johnston, Chatham, Franklin, Harnett, and other counties in the Raleigh metro each have their own County DSS Adult Services intake line — there is no single regional number covering the whole metro. Contact the specific county's DSS.
Facility conditions specificallyComplaints specifically about conditions inside a licensed adult care home are forwarded by NC DHSR's Complaint Intake Unit to the local county DSS for investigation (per https://info.ncdhhs.gov/dhsr/ciu/filecomplaint.html), reflecting the same county-based APS/facility-complaint structure.
Immediate dangerCall 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

Who oversees the Ombudsman Program at the state level in North Carolina?

The Office of the State Long-Term Care Ombudsman is run by the NC Division of Aging and Adult Services within NCDHHS, which oversees the statewide program and its 16 regional Offices of the Long-Term Care Ombudsman housed within regional Area Agencies on Aging, including the Central Pines Regional Council office serving most of the Triangle.

What is Central Pines Regional Council and why does it show up when I search for Triangle senior services?

Central Pines Regional Council is the current name for what was formerly known as Triangle J Council of Governments -- the regional planning organization that operates both the Area Agency on Aging and the regional Long-Term Care Ombudsman office for Wake, Durham, Orange, Chatham, Johnston, Lee, and Moore counties. Older references to 'Triangle J' or 'TJCOG' refer to this same organization under its previous name.

If I report a concern to the Ombudsman, will the facility retaliate against my family member?

Retaliation against a resident for raising a concern is prohibited, and it is precisely one of the core rights the Ombudsman Program exists to protect -- residents have the right to voice grievances without fear of discrimination or reprisal. If a family is worried about retaliation, they can discuss this concern directly with the regional Ombudsman office, which is experienced in navigating these situations carefully and, per the program's consent rule, will only act with the resident's permission.

Can a family member request an Ombudsman visit on behalf of a resident who has dementia and can't request one themselves?

Yes, families can contact the regional Ombudsman office to raise a concern on behalf of a resident who lacks capacity to request help directly, but the program's consent-based approach means the ombudsman will still work to understand and honor the resident's own wishes to the extent possible, and may involve a legal representative or guardian where one exists. Contact the appropriate regional office -- Central Pines (1-800-310-9777) for most of the Triangle, or Kerr-Tar (1-866-506-6223) for Franklin County -- to discuss the specific situation.

How do I report suspected elder abuse or neglect in Wake County?

Contact Wake County Human Services Adult Protective Services at 919-212-7264 (fax 919-212-7354) to report suspected abuse, neglect, or exploitation of an older or disabled adult. If the person is in immediate danger, call 911 first.

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