What did you do before becoming a volunteer with our program?

“I was and still am a volunteer for the Alzheimer’s Association: Houston & Southeast Texas Chapter. Additionally, I have

worked for various agencies in Harris County since 1996.”

What inspired you to become a volunteer?

“My grandmother had always been a strong inspiration in my life. I took my first steps and said my first words with her--she

was my Mom. I didn’t realize how important that her influence and her example were in my life until I became her caregiver

when she was 70 and I was 25. This changed the way I thought about aging. Suddenly, I was catapulted into a role I knew

nothing about, as I still hadn’t had any children of my own. My Grandmother became my everything and I cared for her until

her death as a result from Alzheimer’s/Vascular Dementia in 2008. It was through this great pain that I vowed this suffering,

hers and mine, wouldn’t be in vain. My grandmother spent the last year of her life in a nursing home and that’s when I became

aware of the Ombudsman program and the help they can provide for residents and families living in long-term care facilities.”

How long have you been a volunteer?

“I began volunteering for the Alzheimer’s Association in 2004 and became a Long-Term Care Ombudsman in 2007.”

Which facilities have you covered?

“Benner, which later became known as New Era, it was located in East End in Houston, where I grew up. I also [volunteered] at The Village at Gleannloch Farms and I am currently assigned to Legend Oaks at Willowbrook.”

What is your fondest memory about being an ombudsman?

“When I walked into a room to visit Ms. R, who had had a stroke and I said my usual ‘Hello, How are you?’ and suddenly she

said, very slowly, but clearly, ‘I’m fine, how about you?’ Ms. R hadn’t spoken in 3 years, as she had a severe stroke, and to hear

her respond to me for the first time simply brought a flood of tears to my eyes. I simply exclaimed, ‘Oh, Ms. R, You spoke, You

spoke!’ She improved over time and was able to feed herself from her tray. It was a very simple thing, but a powerful thing all

at the same time.”

Your favorite case?

“When I was able to help the facility get 30 TV digital converter boxes for residents who otherwise would not have had

television due to the TV digital conversion in 2009. I learned that one person could make a difference to so many lives and I

played a part in getting the Federal Law updated to include those living in long-term care facilities.”

Toughest case(s)?

“When my facility abruptly closed in 2013, the residents were moved to other facilities, moved from their home and from each

other and as a result many passed away. They were all safely relocated and that was the most important thing. But losing

touch with so many, all at one time was difficult, as they were relocated all over the city. It was like a big void in my heart for a

long time. I had been at that facility the longest and knew the residents and staff very well.”

What would you most like to see changed in LTC?

“I would like to see CNA’s and those providing the most direct care educated and compensated for their work, as they are the

most valuable employees who are entrusted to care for people who may be living the last years of their lives. My dream is that

we would treat those who are the most vulnerable in these facilities with dignity, respect and give them individualized care

with proper staffing ratios so that there is no need for Ombudsmen.”

Advice for other ombudsmen or potential ombudsmen?

“Listen with your ears and with your heart and do the best you can for the resident. Don’t promise things that you cannot do

and never underestimate the power of listening and being there for another human being. It is the best gift we can all give… a

little bit of our time.”

And, I (Greg) will add that Connie contributes an unbelievable amount of energy and time to her causes—Alzheimer’s

Association, Ombudsman Program, Houston Gerontological Society and beyond. She has also been incredibly generous in her

interaction with our program on social media, helping to spread the word. So, there’s more than one reason that her image

graces the front of our new training manuals from the Office of the Texas State Ombudsman.