State Office of Consumer Affairs

The Tennessee Department of Mental Health Office of Consumer Affairs:

  • Administers TDMH's Ombudsman Program to investigate and resolve complaints for recipients of mental health services.
  • Operates a Helpline to assist individuals diagnosed with mental illness and co-occurring disorders and their families in accessing a wide array of services within their community.
  • Administers the Peer Specialist Certification Program for mental health consumers employed within the mental health care system to provide direct peer-to-peer services. Click here for more information on the state certification program.
  • Works with advocacy organizations to represent consumer interests in the development of policies and programs within the Department.
  • Provides stakeholder education through presentations and printed material that promotes self-determination in treatment decisions and improves recovery outcomes.

Ombudsman Program and Helpline

The Office of Consumer Affairs' Ombudsman Program and Helpline offers direct, individualized support and assistance to individuals who are experiencing problems accessing services and supports with the goal of enhancing outcomes and the well-being of consumers. To accomplish this, OCA staff investigates and resolves complaints for service recipients, answers the Helpline and triages calls and provides links to services and information on mental health and substance abuse resources. The program ensures compliance with state and federal laws that prohibit unfair treatment through the confidential handling of complaints. Through the Ombudsman Program, OCA staff helps to resolve problems by mediating the concerns of each person involved in the situation. The Ombudsman accepts statewide calls.

What is an Ombudsman?
An Ombudsman is a person who helps service recipients and their families resolve questions or problems. The Office of Consumer Affairs' Ombudsman Program offers direct assistance to individuals who are experiencing issues accessing mental health or substance abuse services and supports.

What can be done for me?
The Ombudsman mediates the concerns of each person involved in a specific situation and may serve as an advocate for the service recipients, the family, the state or the provider when appropriate. The concerns of the service recipient are always addressed first.

For the service recipient, the Ombudsman will:

  • Take time to listen to concerns
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  • Keep all matters confidential
     
  • Assist in problem resolution
     
  • Inform persons of their rights and responsibilities as a recipient of services in Tennessee
     

For families and friends, the Ombudsman will:

  • Help clarify regulations that apply to a specific situation
     
  • Provide information regarding alternatives
     
  • Provide information regarding access to services and supports
     
  • Suggest referrals to other agencies


When should I contact the Ombudsman?
When service recipients or their families cannot resolve their issues through consultation with the facility staff or governmental agencies involved.

What services are available through the Helpline?
Consumer advocates assist individuals with mental illness, serious emotional disturbance, or alcohol and drug abuse problems and their families to locate a wide array of support services within their community.

The Helpline maintains a knowledge base of current information on statewide contacts and resources, and consults with the mental health community, advocates, TDMH and TennCare personnel.

Consumer Advocates are available from 8 a.m. to 4:30 p.m. (Central), Monday through Friday.
Toll-free: (800)-560-5767
E-mail: oca.mhdd@tn.gov