Ombudsman - person in a government agency to whom people can go to make complaints or explain problems with the programs or policies of the agency.  (History Central Online, retrieved 11/09/10, http://www.historycentral.com/civics/P.html).

The Department of Mental Health Ombudsman Office began operations on April 1, 1999.  The Office was developed in support of a comprehensive approach to beneficiary protection and service, under the federal 1915(b) freedom of choice waiver program,
this allows the Mental Health Plan (MHP) to limit the choice of providers to those in their provider network.  There is always the potential for conflicts between beneficiaries and the local MHP, where the beneficiary may feel uncomfortable or fearful about approaching the local sources of help.

The Department of Mental Health Managed Care Ombudsman Service is one of several points of accountability for access and quality in the Medi-Cal mental health managed care system.  It is important to have statewide avenues of beneficiary assistance for three reasons: 

• To minimize potential risks for conflict at the local-level between the MHP and beneficiary.  A beneficiary may feel uncomfortable or fearful about approaching the local sources of help. 


• The more available assistance and resources become accessible to the beneficiary, the more likely a beneficiary will seek to obtain services, treatment and assistance.


• Involvement in beneficiary protections is an important part of the Department of Mental Health accountability and oversight of the waiver program. 

To create a bridge between the Mental Health Plan system and individuals, family members and friends of individuals, in need of mental health services by providing information and assistance in navigating through the system.