Texas Administrative Code
Title 26 - HEALTH AND HUMAN SERVICES
Part 1 - HEALTH AND HUMAN SERVICES COMMISSION
Chapter 87 - OMBUDSMAN SERVICES
Subchapter C - PROVISIONS DIRECTING HHS AND DFPS
Section 87.313 - Intake of Contacts

Universal Citation: 26 TX Admin Code § 87.313

Current through Reg. 50, No. 13; March 28, 2025

(a) A contact received by online submission, postal mail, fax, or email is uploaded to the HEART system and assigned to available FCO staff for action within one business day of receipt.

(b) A call received by FCO staff is immediately entered in the HEART system.

(c) When FCO staff begin to review a contact, they take the following actions:

(1) notify the youth of FCO's roles and responsibilities;

(2) explain any referrals to DFPS or HHS staff or external organizations that are recommended;

(3) explain the FCO complaint resolution process;

(4) clarify the preferred method and timeline of follow-up communications; and

(5) provide an estimated timeline in which a response can be expected.

(d) When FCO meet a youth in-person who has an inquiry or a complaint, they enter the contact in the HEART system on the first business day after they return to the FCO office.

(e) Calls that include information that give FCO staff reason to suspect abuse or neglect are transferred to the Texas Abuse Hotline operated by DFPS Statewide Intake (SWI). FCO staff assist the youth in making a report. Online reports can be made when hold times warrant.

(f) In the case of written submissions that include information that give FCO reason to suspect abuse or neglect, FCO staff attempt to communicate with the youth by phone. If FCO staff are not able to speak with the youth by phone within one business day, FCO staff report the suspected abuse or neglect by calling SWI. Online reports can be made when hold times warrant.

Disclaimer: These regulations may not be the most recent version. Texas may have more current or accurate information. We make no warranties or guarantees about the accuracy, completeness, or adequacy of the information contained on this site or the information linked to on the state site. Please check official sources.
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