The medical arena can be difficult to navigate after being wounded, ill or injured. For family members, navigating it can be extremely overwhelming and confusing. Not knowing who to turn to or how to cut through the red tape can add frustration to an already stressful and worrying situation. But the Army has a solution to help those family members find their way, the U.S. Army Medical Command (MEDCOM) Ombudsman Program.
"An ombudsman serves as a liaison between MEDCOM, the Soldier or family member and the Medical Treatment Facility (MTF) Commander, acting as a communicator, a facilitator and problem solver," said MEDCOM Ombudsman Don Walker. "The ombudsman is a local resource for all components, all services, veterans, family members, and the local chain-of-commands."
Established in 2007, the Ombudsman Program ensures that all Soldiers and their families have an independent, neutral mediator and resource to consult outside of their chains of command.
"Ombudsmen cannot assist if [family members] do not contact them. The ombudsman may not know the correct answer, but will most definitely put you on the right path to get one," said Walker. "The ombudsman is by no means a way to circumvent the chain-of-command, but may work with the chain-of-command to resolve and issue or concern. Sometimes the answer is no based on facts, regulations, policy, guidance or procedures."
Originally designated as a resource for wounded, ill and injured Soldiers and their families assigned to a Warrior Transition Unit (WTU), ombudsmen now serve non-WTU Soldiers and families who need assistance as well.
"Ombudsmen were originally located where all WTUs were located. Due to recent realignments and the deactivations of 11 WTUs, ombudsmen still exist within that footprint vacated by the closure of a WTU. Those ombudsman fall under the local MTF," added Walker.
Ombudsmen are Army Civilians who have a desire to work directly with Soldiers. Of the 52 current Ombudsmen, most served as senior non-commissioned officers, and have the ability to create an important bond with current Soldiers through their shared experiences.
"I still believe many Soldiers and family members do not realize the existence of the MEDCOM ombudsman program or they think it is just for those Soldiers in Transition assigned or attached to a WTU," Walker said. "I would like all Soldiers and family members to know a local ombudsman is there and standing by to assist in any way possible. Give them a call."
To connect with an Ombudsman, contact the Wounded Soldier Family Hotline at (800) 984-8523 or (312) 421-3700 for overseas or email usarmy.jbsa.medcom.mbx.medcom-wsf-support@mail.mil.
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