Section 15. (a) The office of veterans’ homes and housing established in section 12 shall employ an ombudsperson at each state-operated veterans’ home. The ombudsperson shall be a full-time, paid position to advocate on behalf of residents and staff of the home and to receive, investigate and resolve through administrative action, in a timely manner, complaints filed by residents and staff of the home, individuals acting on behalf of residents or staff or any individual organization or government agency that has reason to believe that the home, an organization or a government agency has engaged in activities, practices or omissions that constitute violations of applicable statutes or regulations or that may have an adverse effect upon the health, safety, welfare or rights of residents or staff of the home. The ombudsperson may work with the superintendent and appropriate staff at the home or the executive director of veterans’ homes and housing as needed to resolve any complaint and shall inform the complainant of the resolution. The ombudsperson shall report to the executive director of veterans’ homes and housing established in said section 12. The ombudsperson may also facilitate family meetings, provide outreach and participate in orientation meetings for new residents of the home and their families. The ombudsperson shall not be subject to section 9A of chapter 30 or chapter 31.

(b) No person shall discharge, discipline or otherwise retaliate against any resident or staff of a state-operated veterans’ home, any individual acting on behalf of any resident or staff of a state-operated veterans’ home or any individual organization for filing a complaint with the ombudsperson or for disclosing information or cooperating in an investigation resulting from any such complaint; provided, however, that the complaint was made in good faith. The ombudsperson for each state-operated veterans’ home shall make best efforts to ensure the confidentiality of complainants.