The Office shall:
(1) investigate and resolve complaints on behalf of individuals receiving long-term care;
(2) analyze and monitor the development and implementation of federal, State, and local laws and of rules, regulations, and policies relating to long-term care, long-term care facilities, or providers of long-term care and recommend changes it deems appropriate;
(3) provide information to the public, agencies, legislators, and others, as it deems necessary, regarding problems and concerns of individuals receiving long-term care, including recommendations related to such problems and concerns;
(4) develop and establish policies and procedures for involvement by volunteers in the work of the Office;
(5) promote the development of citizen and consumer organizations in the work of the Office and the quality of life of individuals receiving long-term care;
(6) establish policies and procedures for protecting the confidentiality of its clients as required by the Older Americans Act;
(7) establish qualifications and training for the Ombudsman and representatives of the Office, monitor their performance, and establish procedures for certifying staff and volunteers;
(8) train persons and organizations in advocating for the interests of individuals receiving long-term care;
(9) develop and implement a uniform reporting system to collect and analyze information relating to complaints by individuals receiving long-term care and conditions in long-term care facilities;
(10) submit to the General Assembly and the Governor on or before January 15 of each year a report on complaints by individuals receiving long-term care, conditions in long-term care facilities, and the quality of long-term care and recommendations to address identified problems; and
(11) perform such other activities as the Office deems necessary on behalf of individuals receiving long-term care.