How to Report Abuse or Neglect of a Vulnerable Adult in Virginia

If you or someone you love is being abused, neglected, or financially exploited, you have options. You can report what you know. You do not have to be sure something illegal happened to make a call.

This page explains who to call, when to call each number, and what you can expect.

Is this an emergency? 

If someone is hurt, in immediate danger, or needs emergency services right now, call 911.

911 connects you to emergency services like police, fire, and ambulance. Call 911 when:

• Someone is being hurt right now
• Someone needs immediate medical attention
• Someone is in immediate danger

Think carefully before calling 911 for someone else. Consider how the person might feel or respond if police or emergency workers show up at their door. In some situations, police involvement can make things more intense, especially if the person is scared, confused, living with a disability, or experiencing a mental health crisis. A person’s background and past experiences can also affect how they interact with police and how police respond to them.

If the situation is not an emergency, calling 988 or Adult Protective Services (APS) first may be a better option.

Is this a mental health crisis? 

Call 988 (the Suicide and Crisis Lifeline) when someone is in a mental health crisis.

988 connects you to a trained crisis counselor. They can help with:

• Suicidal thoughts or behavior
• Emotional distress or breakdown
• Mental health emergencies

Sometimes 988 is a better option than 911 for mental health situations. A mental health crisis worker may be able to help without police involvement. However there could be situations where the crisis counselor has an obligation to involve emergency services.

You can also call the crisis line of your local Community Services Board (CSB). CSBs provide counseling and other behavioral and developmental disability services. Look in the CSB Directory to find the number for the one in your area.

What is Adult Protective Services (APS)? 

APS is a state program that helps vulnerable adults who are experiencing abuse, neglect, or exploitation. APS is not an emergency service, but you can contact their hotline at the same time as emergency services: 888-832-3858.

Call APS when:

• You suspect abuse, neglect, or financial exploitation of a vulnerable adult
• Someone is not getting the basic care they need
• A caregiver is taking financial advantage of someone
• You are not sure if there is an emergency, but you are concerned

You can call APS on your own behalf. You can also make a report if you are worried about a family member, friend, or neighbor.

After receiving a report, APS must begin their investigation within 24 hours and will usually issue a decision within 45 days. They handle the most urgent situations first. This means that although APS has begun an investigation, you may not be contacted within 24 hours of your report. 

APS works differently from child protective services. APS offers help to adults, but a vulnerable adult who has capacity can choose to refuse services.

What about a wellness check? 

A wellness check (also called a welfare check) is when you ask law enforcement to stop by someone's home to make sure they are okay. This is not the same as calling 911 for an emergency.

To request a wellness check:

• Look up your city or county's non-emergency police number. You can usually find this number on your locality’s website.
• You can also request one through the 911 line, but make sure to explain it is not an immediate emergency.

People usually request wellness checks when they cannot reach someone and cannot visit in person. The goal is to make sure someone is safe.

Not every city or county handles wellness checks the same way. There is no single standard process in Virginia. Some areas have dedicated staff for these visits, while others may have limited capacity or training.

What about 211? 

If what you need is not emergency help but community services, like food, transportation, or in-home care, call 211. 211 helps connect people to services in their community. It is not for emergencies.

You can also:

• Contact your local senior center or center for independent living.
• Read more about accessing low cost healthcare.
• Learn about more resources in your community by finding a local Agency on Aging in your area.

Can I report anonymously? 

Yes. In Virginia, you can file an APS report without giving your name.

If you do give your name, it is still kept confidential. Your identity will not be shared unless you allow it or a court orders it.

You are also legally protected from being sued or facing criminal charges for making a report, as long as you are acting in good faith. This protection also covers helping with an APS investigation or a court case that comes from your report. Additionally, most providers are barred from retaliating against you for good faith reports.

What if I am a caregiver or professional? Do I have to report? 

Some people are "mandated reporters." This means Virginia law requires them to report suspected abuse or neglect. They can be fined for failing to report.

Mandated reporters in Virginia include:

• Doctors, nurses, and other licensed health professionals
• Mental health services providers
• Pharmacists and pharmacy technicians
• Nursing home and assisted living facility administrators
• Law enforcement personnel
• Emergency response providers
• Paid homemakers, companions, chore workers, and personal care providers
• Guardians or conservators of an adult
• Anyone employed by or contracted with a public or private agency working with adults
• Behavior analysts

If one of these roles applies to you, you have a legal obligation to report. The penalty for a first failure to report is a civil fine of up to $500. Second and later failures carry higher fines.

People who report abuse or other harmful behavior at licensed facilities or care centers are usually protected from retaliation by those facilities or care centers. These protections are typically found in licensing rules, not in the APS section of the law.

If you are getting paid to be a homemaker, companion, or personal caregiver, you are a mandated reporter. Taking on a caregiving role comes with this legal obligation.

What about financial institution employee? 

Bank and financial institution staff are not mandated reporters in Virginia. But if a bank employee refuses or delays a transaction because they believe financial exploitation is happening, they must contact APS within five days of that decision.

They can also voluntarily report suspected financial exploitation at any time.

What if the person is in a nursing home or care facility? 

If your concern involves someone in a nursing home or assisted living facility, you may also want to contact the Long-Term Care Ombudsman.

The Ombudsman is a free advocate who works to help the individual receiving care help resolve problems with facility care through conversation and mediation. When a third party reaches out to the Ombudsman, the Ombudsman will most likely need to contact the individual who needs assistance directly.

If you believe abuse, neglect, or financial exploitation is happening in a facility, you should still call APS. You can contact both APS and the Ombudsman.