(a) A contact received by postal mail, fax, or online submission is uploaded to the HEART system and assigned to available OBH staff for action within one business day of receipt.
(b) A call received by OBH staff is immediately entered in the HEART system.
(c) When OBH 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 OBH's roles and responsibilities;
  (2) explain any referrals to other HHS staff or external organizations that are recommended;
  (3) explain the OBH 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 §87.413 adopted to be effective January 10, 2019, 44 TexReg 252; amended to be effective December 21, 2022, 47 TexReg 8273