(a) FCO staff review any available information about a foster care case through inquiry into DFPS and HHS systems, including IMPACT and CLASS, and any system used by vendors contracted to provide services on behalf of DFPS.
(b) Each complaint is investigated to determine if DFPS or HHS policy was followed by agency staff and vendors contracted to provide services on behalf of DFPS or an HHS program. Applicable policies include federal and state law, administrative rules, program handbooks, contracts, and internal program policies and procedures.
(c) If FCO staff discover a violation of DFPS or HHS policy during the course of their research that was not outlined in the original submission from the youth, an additional complaint is entered in the existing HEART record.
(d) If FCO staff determine a youth is adjudicated, they note this in the contact record and outreach to the Independent Ombudsman for the Texas Juvenile Justice System to determine if coordination would be helpful.
(e) FCO staff request a response to the complaint from appropriate DFPS or HHS staff, or vendors contracted to provide services on behalf of DFPS or HHS, if the youth has authorized sharing of the youth's information.

Source Note: The provisions of this §87.315 adopted to be effective January 10, 2019, 44 TexReg 252