| (a) Once FCO staff have determined all pertinent information
has been gathered and their investigation of a complaint is complete,
they enter a resolution in the contact record, choosing substantiated,
unable to substantiate, or unsubstantiated.
(b) For substantiated complaints, FCO staff also enter
a program corrective action based on the response provided by program
staff.
(c) An FCO complaint cannot be closed without a resolution
and, for substantiated complaints, a program corrective action.
(d) The complaint record documents informing program
staff and the youth of the resolution.
(e) A written response to program staff includes additional
recommended corrective actions, when applicable. Regardless of whether
DFPS, a vendor contracted to provide services on behalf of DFPS, or
an HHS agency was the subject of the youth's complaint, DFPS is provided
a copy of the written response to program staff.
(f) A written response may be provided to the youth,
if requested, and includes:
(1) a description of the steps taken to investigate
the complaint;
(2) a general description of what FCO found as a result
of the investigation; and
(3) if a complaint is:
(A) substantiated, a description of the actions taken
by DFPS, a vendor contracted to provide services on behalf of DFPS,
or the HHS agency in response to that finding; or
(B) unsubstantiated, a description of additional steps
the youth can take to have someone review the youth's concern (e.g.,
speak to a court-appointed advocate or to the judge assigned to the
youth's case).
|
