| (a) If a person other than a youth contacts FCO indicating
the person wishes to provide information about a DFPS case, the person
is given DFPS OIA's contact information and transferred to that office.
(b) If a youth contacts FCO with a complaint that does
not allege a violation of a DFPS or HHS policy or procedure, FCO staff
explains to the youth that it is outside the scope of FCO's ability
to assist and offers the youth resources for working on the issue.
(c) If an adjudicated youth that is not in foster care
contacts FCO, the youth is referred to the Independent Ombudsman for
the Texas Juvenile Justice System.
(d) If a person other than a youth contacts FCO seeking
information about HHS programs, or indicating the person wishes to
complain about an HHS program, the person is transferred to OO staff
that handle complaints regarding those programs.
(e) Notwithstanding subsections (a) and (d) of this
section, if FCO receives a case from the court-appointed attorney
of a youth who cannot verbalize the youth's own concern, either due
to age or IDD, FCO staff does not refer the case but rather investigates
the case and maintains communication with the court-appointed attorney
on behalf of the youth.
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