(a) A contact received through an online submission is automatically loaded in the HEART system and assigned to available OMCAT staff for action.
(b) A contact received by postal mail, fax, or email is uploaded to the HEART system and assigned to available OMCAT staff for action within one business day of receipt.
(c) A call received by OMCAT staff is immediately entered in the HEART system.
(d) When OMCAT staff begin to review a contact, they take the following actions:
  (1) notify the consumer, the consumer's LAR, or a health care provider of OMCAT's roles and responsibilities;
  (2) explain any referrals to other HHS staff or external organizations that are recommended;
  (3) explain the OMCAT 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.

Source Note: The provisions of this §87.213 adopted to be effective January 10, 2019, 44 TexReg 252; amended to be effective December 21, 2022, 47 TexReg 8273