The Contractor, in accordance with policies and procedures established by the California Department of Aging and California State LTC Ombudsman, shall at minimum: 1. Identify, investigate, and resolve complaints made by, or on behalf of, residents of long-term care facilities that relate to actions, inactions, or decisions of providers or representatives of providers of long-term care services, public agencies, or health and social services agencies that may adversely affect the health, safety, welfare, or rights of residents. 2. Inform residents about the means of obtaining services delivered by the providers or agencies described in item 1. 3. Provide witnessing services for Advanced Health Care Directives. 4. Ensure that residents have regular and timely access to the services provided through the LTC Ombudsman program and that the residents or other complainants receive timely responses from representatives of the LTC Ombudsman program.