| (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.
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