Case Volume Reaches Historic Levels
During the most recent fiscal year, the Iowa Office of Ombudsman opened 6,266 cases, marking a 9.6% increase from the previous period. This figure represents the second-highest number of cases in the office's history, surpassed only by the 2022 totals recorded during the COVID-19 pandemic.
Staffing and Strategic Focus
The office operates with 16 employees, including two administrative staff members. Ombudsman Bernardo Granwehr stated that "with such a big workload, we must be selective about the cases we choose to investigate." He explained the office prioritizes complaints to "better handle situations when we are called to do more with our finite resources."
Granwehr credited staff relationships with government employees across Iowa for making investigations more efficient and "increased the probability that state and local government officials will be receptive to our recommendations."
Primary Complaint Sources
According to the annual report, 56% of state-related complaints involved the Iowa Department of Corrections, while 24% concerned the Iowa Department of Health and Human Services.
Restraint Chair Monitoring
In December 2024, the office published "Sitting in Place: A Re-Examination of Restraint Device Use and Regulations for Iowa's County Jails," noting that some jails lacked written policies aligning with state standards or failed to document restraint device use properly. The office continues monitoring restraint-chair use while awaiting Department of Corrections revisions to jail administrative rules.
Notable Case Examples
Medicaid Privacy Breach
In 2025, an Iowa resident reported receiving repeated calls from a Medicaid managed care organization containing confidential health information for other individuals. Despite requests to stop, the calls continued until ombudsman intervention resolved the privacy violations.
Persistent Tax Billing Error
A South Carolina man received erroneous Iowa tax bills for 15 years, with state officials repeatedly confirming he owed nothing yet failing to stop the bills. Ombudsman involvement finally halted the incorrect billing, demonstrating the office's role in "cutting through red tape and ensuring that agencies follow through on their commitments."
Prisoner Rights Issues
One state prison inmate had communication privileges restricted for 90 days for unauthorized contraband possession, though Department of Corrections policies only allow such restrictions when communication was used for contraband introduction. The ombudsman noted that "mail is not merely a privilege, it is a constitutional right," though prison officials maintained the restriction.
Medical Care Delays
In 2025, a prison inmate complained about long-delayed surgery to remove a bullet fragment from his arm. Investigation revealed a hospital referral was never processed, leaving the inmate "waiting for a medically necessary procedure with no timeline for resolution." Surgery was scheduled months late after ombudsman inquiry.
Jail Medical Protocols
The report highlighted two cases emphasizing proper medical standards in correctional settings. One involved a jail threatening to deny all medications if an inmate refused one prescribed drug. Another revealed jail staff not changing gloves between inmates after exposure to bodily fluids, creating "significant risk of cross-contamination" in violation of medical protocols.
