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. Complete OCR Reviews as part of the appeal process for CPI.
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. Critical Case Management (CCM) Reviews
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. Policy related concerns about a specific case
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. The complaint is assigned to an associate for handling.
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)
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.
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. OCR Quality Assurance
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 June 2019 Quarter 1-Fiscal Year 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. OCR completes a monthly complaint and inquiry report
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
Jose Martinez, Director
Amii Leiner, Manager
Tracye Risener, 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
Cheli Ruppert, OCR Associate
Shanna Schuelke, OCR Associate
Brandy Baker, OCR Associate