| (a) IDDO staff review all available information about
an individual with IDD through inquiry into HHS program systems before
sending a contact to their program provider or the rights protection
officer at the relevant LIDDA for review, if needed.
(b) Each complaint is investigated to determine if
HHS policy was followed by HHS staff and vendors contracted to provide
services, including program providers and LIDDA staff. Applicable
policies include federal and state law, administrative rules, HHSC
contracts, and internal program policies and procedures.
(c) When IDDO research through available systems is
not sufficient to address the concern or determine whether a complaint
can be substantiated, IDDO staff request a response from HHS program
staff, program providers, or the rights protection officer at the
applicable LIDDA, if individuals with IDD or their LARs have consented
to discussion of the contact.
(d) Upon receipt of a response from HHS program staff,
program providers, or a rights protection officer, IDDO staff review
to determine if the concerns have been addressed and if IDDO staff
can determine whether a complaint can be substantiated. If the response
is found to be inadequate by IDDO staff or if additional information
is required, IDDO staff refer the contact back to HHS program staff,
the program provider, or the rights protection officer for additional
review.
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