| (a) FCO staff review any available information about
a foster care case through inquiry into DFPS and HHS systems, including
IMPACT and CLASS, and any system used by vendors contracted to provide
services on behalf of DFPS.
(b) Each complaint is investigated to determine if
DFPS or HHS policy was followed by agency staff and vendors contracted
to provide services on behalf of DFPS or an HHS program. Applicable
policies include federal and state law, administrative rules, program
handbooks, contracts, and internal program policies and procedures.
(c) If FCO staff discover a violation of DFPS or HHS
policy during the course of their research that was not outlined in
the original submission from the youth, an additional complaint is
entered in the existing HEART record.
(d) If FCO staff determine a youth is adjudicated,
they note this in the contact record and outreach to the Independent
Ombudsman for the Texas Juvenile Justice System to determine if coordination
would be helpful.
(e) FCO staff request a response to the complaint from
appropriate DFPS or HHS staff, or vendors contracted to provide services
on behalf of DFPS or HHS, if the youth has authorized sharing of the
youth's information.
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