Resolves and addresses complaints, prioritizing the protection of nursing facility residents' rights and well-being. Encourages complaints from any source and promptly takes action to uphold the health, safety, welfare, and civil and human rights of elderly residents in nursing homes and long-term care facilities. Facilitates referrals to other agencies or senior service programs, particularly focusing on issues such as financial exploitation and inappropriate use of restraints. In cases where the office cannot resolve a problem, it promptly refers the matter to an appropriate agency.