Fort Drum Ombudsman provides compassionate care

By Fort Drum OmbudsmanAugust 2, 2016

Soldiers, Family Members and beneficiaries who are in need of medical-related support have a ready-resource at Fort Drum. The US Army Medical Command Ombudsman program office is manned by the Department of the Army Civilian Employees who are selected for their expertise, understanding and passion to help Soldiers and their beneficiaries.

"There may be times an individual might feel that all resources may have been exhausted; and we are here to provide that additional support until the issue is resolved," said John Maniscalco, U.S. Army Medical Command Ombudsman, here at Fort Drum.

Affiliated with the MEDCOM Medical Assistance Group, the Ombudsmen's primarily focus is to provide assistance with a medical related issue to the Warriors Transition Unit and their Family Members. Ombudsmen assist Active Duty Army, Army Reserve and National Guard Soldiers and their beneficiaries, as well as Veterans and military retirees who have medical related concerns.

"We are a trusted MEDCOM membership, who is independent, neutral and impartial resource for Soldiers, Veterans and beneficiaries, and we compassionately address their concerns and speak on their behalf when necessary." Maniscalco said.

Mr. John Fish, Fort Drum Ombudsmen, said that ombudsmen have been instrumental in resolving issues faced by Soldiers while healing or awaiting a Physical or Medical Evaluation Board.

"Both John and I are retired military members who share military culture and values. We were selected for our experience, determination, and passion to help Soldiers and Family Members." Mr. Fish said.

"The ombudsman serves as an additional resource in assisting those service members who were unable to resolve their matters through normal channels," Fish continued. "With our background and experience, we can reach out and resolve many difficulties where other agencies may be limited"

Many of the issues are complex or seemingly overwhelming. They include, but are not limited to, health care, physical disability processing, reserve component medical retention, transition to the Veterans Affairs and other common administrative issues.

The Ombudsman is a Soldiers' resource and not in any way of circumventing the chain of command; and work closely with MMAG to assist with issues that are important to the clients.

"Soldiers and beneficiaries can call us directly during the work week or reach us through the Wounded Soldier and Family Hotline 24/7 by calling 1-800-984-8523 or DSN 863-421-3700." Maniscalco said.

According to Fish, ombudsmen are required to contact the caller within 24 hours of the inquiry to the Hotline.

"Our goal is to resolve the issue within 48 to 72 hours and have a resolution plan for those seeking assistance." Fish said. "If we cannot resolve the matter locally, we will ask for assistance from the MMAG, at Fort Sam Houston, Texas."

Fort Drum ombudsman office is located in building P-37, Quartermaster Avenue on old post; the office hours are weekdays 8 a.m. to 4:30 p.m.

For additional information, please contact Mr. Maniscalco at 315-772-6466 and 315-405-6249, or Mr. Fish at 315-772-9658 and 315-408-6972.

Information also available at http://armymedicine.mil/Pages/Ombudsman.aspx