| (a) OO staff maintain a public website with its contact
information and develop brochures and other materials that can be
distributed to consumers and health care providers.
(b) Each HHS office that provides direct service delivery
of programs or services offers a process to a consumer to submit complaints
and advises the consumer how to contact OO staff if that office does
not resolve the complaint to the consumer's satisfaction. These HHS
programs ensure OO contact information is provided on appropriate
web pages, in written materials (such as consumer handbooks and denial
notices), and is available upon request in local offices. This includes
communications made to a consumer by a vendor contracted to provide
services on behalf of an HHS program.
(c) An HHS consumer, the consumer's LAR, or a health
care provider may contact OO staff through the following methods:
(1) Toll-free phone, relating to:
(A) A consumer, call 1-877-787-8999 (8:00 a.m. to 5:00
p.m., Central Standard Time, Monday through Friday).
(B) A consumer needing help with accessing services
under a managed care plan, call 1-866-566-8989.
(C) A foster youth, call 1-844-286-0769.
(D) A consumer seeking behavioral health services,
call 1-800-252-8154.
(E) An individual with IDD, call 1-800-252-8154.
(F) A resident of a nursing facility or an assisted
living facility, call 1-800-252-2412.
(G) An individual who has a hearing or speech disability,
call 7-1-1 or 1-800-735-2989.
(2) Toll-free fax: 1-888-780-8099.
(3) Mail: HHS Office of the Ombudsman, P.O. Box 13247,
Austin TX 78711-3247.
(4) Online: hhs.texas.gov/ombudsman.
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