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The Office of Consumer Relations

The Office of Consumer Relations resolves complaints, educates staff, and reviews cases to ensure quality service. Contact us for support and assistance.

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The Office of Consumer Relations

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  1. The Office of Consumer Relations for the Department of Family and Protective Services

  2. OCR Highlights • 3 management staff, 8 associates and 1 administrative assistant • 197.5 years of DFPS experience • 47.5 years of DFPS management experience • Outreach Projects • Foster Parents • Educating DFPS staff about OCR • Child Care Administrators • Law Enforcement/Child Advocacy Centers

  3. What we do…. • Receive calls regarding complaints, questions, call back requests, staff conduct issues, and general issues not related to specific cases and DFPS programs. • Handle complaints regarding case specific policy issues for all DFPS programs. • Handle inquiries from the Governor's Office and other Legislative Offices. • Complete OCR Reviews as part of the appeal process for CPI.

  4. What we do….(2) • Complete Executive Assignments as requested by DFPS State Office, the Governor's Office, and other Legislative Offices. • Forward call back requests and possible staff conduct issues to the appropriate Regional administrators. • Refer individuals to appropriate agencies/entities to provide contact information. • Critical Case Management (CCM) Reviews

  5. What we do…(3) • Forward complaints relating to DFPS employee misconduct involving potentially serious violations of law, issues involving fraud, will be referred to the HHSC Office of Inspector General. • Forward complaints relating to civil rights issues are forwarded to the HHSC Office of Civil Rights for review and handling.

  6. How We Take Complaints • Our office is a call center – Calls are taken Monday through Friday 8:00 am to 4:30 pm • OCR Mailbox • On-line: individuals can make a complaint online at our website, which is forwarded to the OCR mailbox and automatically entered into our database (HEART) • Send a letter • Fax

  7. Reasons to Contact OCR • Policy related concerns about a specific case • General questions about DFPS program areas • Needing contact information for a caseworker or supervisor or other DFPS employee • Status of an abuse/neglect report

  8. OCR Complaint Process • Regular complaints: we have thirty (30) business days to review a complaint • Legislative complaints: we have five (5) calendar days to handle a complaint • Once we receive the complaint; we enter into HEART (automated database for the OCR). • The complaint is assigned to an associate for handling.

  9. OCR Complaint Process (2) • Email the Region/Program to request information/response. • Review the case in IMPACT and Regional/Program response. • Send letter to the complainant once all concerns are reviewed and address any policy related issues that are not deemed confidential.

  10. OCR Complaint Process (3) • If complaint is substantiated, we notify the Regional Director with the appropriate policy. • The appropriate regional liaisons are blind copied on the letters. • Information obtained during the complaint process, as well as a copy of the letter to the complainant, are uploaded into HEART.

  11. OCR Reviews for CPI • Client must request the Review in writing. • Email the Region for the external documentation to include CDs of the children's interviews, and any information that may not be uploaded into Impact. • Review the Investigation and the Administrative Review of Investigative Findings (ARIF) to include external documentation and recordings. We also review any other information that the client has provided that was or should have been reviewed during the investigation.

  12. OCR Reviews… • Document our recommendation to uphold or change a case finding. We can also add allegations and findings. • If the recommendation is to change the findings, we forward the information to the Associate Commissioner for Investigations or designee to review. • If the Associate Commissioner does not agree with our recommendation, we can send to the information to DFPS General Counsel for an additional review.

  13. OCR Reviews (2) • General Counsel review the findings and has the final authority to make the determination of the finding. • Once a final determination is made, a letter is sent to the client and the Regional Director and Resolution Specialist are copied on the letter.

  14. Executive Assignments • OCR receives Executive Assignments from DFPS State Office, the Governor's Office or other Legislative Offices. • These are expedited complaints that are generally resolved within two (2)- five (5) business days. • These complaints often times consist of a case review, obtaining additional information from DFPS program and providing a response to the requesting entity.

  15. OCRQualityAssurance • Implemented a process that involves our leadership to monitor, mentor, and provide useful feedback to our staff to ensure the highest quality of service we can provide to our clients, the public, advocacy groups, foster parents, and elected officials.

  16. OCR Complaint Stats • May 2019 • 2,276 Total Contacts • 443 Complaints • June 2019 • 1,920 Total Contacts • 330 Complaints • Quarter 1-Fiscal Year 2019 • 437 violated policies for CPI and CPS

  17. June 2019 Customer/Call Trends • Top 5 Complaint Reasons • Quality of investigation (18) • Delay notifying parent of child's interview (17) • No notice to parent of child's interview (15) • No 45 day investigation extension (11) • No Notice of Findings letter (10) • Top 5 Callers • Mother (132) • Father (68) • Grandparent (55) • Other (31) • Aunt/Uncle (27)

  18. Reporting OCR Data • OCR completes a monthly complaint and inquiry report • Center for Planning Evaluation and Program Coordination (CPEPC) compiles statewide data • Quarterly Reports • State and Regional Program Leadership • Governor’s Office

  19. The Office of Consumer Relations 1-800-720-7777ocr@dfps.state.tx.us • Jose Martinez, Director • AmiiLeiner, Manager • TracyeRisener, Lead OCR Associate • Cynthia Orr, Administrative Assistant • Jessica Morales, OCR Associate • Vanessa Hoke, OCR Associate • Amelia Hinton, OCR Associate • Dana Stanley, OCR Associate • Kyle Arnold, OCR Associate • CheliRuppert, OCR Associate • Shanna Schuelke, OCR Associate • Brandy Baker, OCR Associate

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