Section 87.319 - Substantiating and Closing Complaints(a) Once FCO staff have determined all pertinent information has been gathered and their investigation of a complaint is complete, they enter a resolution in the contact record, choosing substantiated, unable to substantiate, or unsubstantiated.(b) For substantiated complaints, FCO staff also enter a program corrective action based on the response provided by program staff.(c) An FCO complaint cannot be closed without a resolution and, for substantiated complaints, a program corrective action.(d) The complaint record documents informing program staff and the youth of the resolution.(e) A written response to program staff includes additional recommended corrective actions, when applicable. Regardless of whether DFPS, a vendor contracted to provide services on behalf of DFPS, or an HHS agency was the subject of the youth's complaint, DFPS is provided a copy of the written response to program staff.(f) A written response may be provided to the youth, if requested, and includes:(1) a description of the steps taken to investigate the complaint;(2) a general description of what FCO found as a result of the investigation; and(3) if a complaint is: (A) substantiated, a description of the actions taken by DFPS, a vendor contracted to provide services on behalf of DFPS, or the HHS agency in response to that finding; or(B) unsubstantiated, a description of additional steps the youth can take to have someone review the youth's concern (e.g., speak to a court-appointed advocate or to the judge assigned to the youth's case).26 Tex. Admin. Code § 87.319
Adopted by Texas Register, Volume 44, Number 02, January 11, 2019, TexReg 260, eff. 1/10/2019; Amended by Texas Register, Volume 47, Number 50, December 16, 2022, TexReg 8274, eff. 12/21/2022