(a) A contact received by postal mail, fax, or online submission is uploaded to the HEART system and assigned to available IDDO staff for action within one business day of receipt.
(b) A call received by IDDO staff is immediately entered in the HEART system.
(c) When IDDO staff begin to review a contact, they take the following actions:
  (1) notify the individuals with IDD, their LARs, or their program providers of IDDO's roles and responsibilities;
  (2) explain any referrals to other HHS staff or external organizations that are recommended;
  (3) explain the IDDO 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 §87.513 adopted to be effective December 21, 2022, 47 TexReg 8273