The Network in Aging of Western New York recognized program staff for their regional work by naming them the "Program of Excellence".

For more than 13,000 older adults and people living with disabilities in Western New York’s long-term care facilities, the Region 15 NYS Ombudsman Program, administered through People Inc., serves as a crucial lifeline. Its mission is to ensure residents’ rights are upheld, offering much-needed advocacy, education and means of empowerment.

“We are the voice of the voiceless,” says Susan Fenster, the program director for Region 15. “Many residents in nursing homes, assisted living facilities, and adult care homes are among the most vulnerable in our community. They often don’t have family or friends who can advocate on their behalf. That’s where we come in—we make sure their rights are protected.”

The program covers 118 long-term care facilities across Erie, Niagara, Chautauqua, and Cattaraugus counties, providing support to residents who may otherwise go unheard. Since 2016, People Inc. has hosted the program for Region 15, managing it through a state grant.

Volunteers are at the core of this work. Supported by a small staff, these trained individuals dedicate themselves to helping residents by listening to their concerns, investigating issues, and working to resolve complaints. In 2024 alone, Region 15’s volunteers donated more than 4,200 hours to advocating for a better quality of life for residents.

Ultimately, the Ombudsman Program is about empowering older adults and people with disabilities to understand and exercise their rights, ensuring they receive quality care in an environment that respects their dignity.