| (a) A contact received through an online submission
is automatically and immediately loaded in the HEART system and assigned
to available OO staff for action.
(b) A contact received by postal mail, fax, or email
is uploaded to the HEART system and assigned to available OO staff
for action within one business day of receipt.
(c) A call received by OO staff is immediately entered
in the HEART system.
(d) When OO staff begin to review a contact, they take
the following actions:
(1) notify the consumer, the consumer's LAR, or a health
care provider of OO's roles and responsibilities;
(2) explain any referrals to other HHS staff or external
organizations that are recommended;
(3) explain the OO 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.
(e) OO publishes on its website a list of commitments
OO staff make to ensure cases are dealt with fairly, efficiently,
and effectively. The list also includes commitments OO asks of consumers
and LARs to ensure the same objective. Consumers and LARs may hear
a verbal summary of the list or receive a written copy.
(f) OO staff use HHSC's contracted vendors to provide
language interpretation services, when necessary.
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