(a) A contact received by online submission, postal mail, fax, or email is uploaded to the HEART system and assigned to available FCO staff for action within one business day of receipt.
(b) A call received by FCO staff is immediately entered in the HEART system.
(c) When FCO staff begin to review a contact, they take the following actions:
  (1) notify the youth of FCO's roles and responsibilities;
  (2) explain any referrals to DFPS or HHS staff or external organizations that are recommended;
  (3) explain the FCO 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.
(d) When FCO meet a youth in-person who has an inquiry or a complaint, they enter the contact in the HEART system on the first business day after they return to the FCO office.
(e) Calls that include information that give FCO staff reason to suspect abuse or neglect are transferred to the Texas Abuse Hotline operated by DFPS Statewide Intake (SWI). FCO staff assist the youth in making a report. Online reports can be made when hold times warrant.
(f) In the case of written submissions that include information that give FCO reason to suspect abuse or neglect, FCO staff attempt to communicate with the youth by phone. If FCO staff are not able to speak with the youth by phone within one business day, FCO staff report the suspected abuse or neglect by calling SWI. Online reports can be made when hold times warrant.

Source Note: The provisions of this §87.313 adopted to be effective January 10, 2019, 44 TexReg 252