| (a) A contact received by postal mail, fax, or online
submission is uploaded to the HEART system and assigned to available
IDDO staff for action within one business day of receipt.
(b) A call received by IDDO staff is immediately entered
in the HEART system.
(c) When IDDO staff begin to review a contact, they
take the following actions:
(1) notify the individuals with IDD, their LARs, or
their program providers of IDDO's roles and responsibilities;
(2) explain any referrals to other HHS staff or external
organizations that are recommended;
(3) explain the IDDO 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.
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