Department of Assistive and Rehabilitative Services
Compact with Texans 2005
The Compact with Texans describes the department's services, principles, and the process for filing complaints and requesting information. For the purposes of this document, "customers" are defined as clients, family members, advocates, taxpayers, public officials, service providers, community based organizations, media, other agency representatives, and other interested parties.
VISION
A Texas where people with disabilities and families with children who have developmental delays enjoy the same opportunities as other Texans to pursue independent and productive lives.
MISSION
To work in partnership with Texans with disabilities and families with children who have developmental delays to improve the quality of their lives and enable their full participation in society.
PROGRAM SERVICES
Division for Early Childhood Intervention
A statewide program designed to support families with children, birth to age three, with disabilities and developmental delays. The main goal is to help these children reach their potential through developmental services provided by a variety of local agencies and organizations across Texas.
Division for Rehabilitation Services
Designated as the state's principal authority on the vocational rehabilitation of Texans with disabilities, the main purpose is to assist people with disabilities to participate in their communities by achieving employment of choice, living as independently as possible, and accessing high quality services.
Office for Deaf and Hard of Hearing Services
Within the Division for Rehabilitative Services, the Office for Deaf and Hard of Hearing Services (DHHS) works in partnership with people who are deaf or hard of hearing to eliminate societal and communication barriers to improve equal access.
Division for Blind Services
This program is designed to assist blind or visually impaired individuals, to regain independence or secure employment, and to assist their families, depending on their goals and needs. The services vary by individual and are intended to be comprehensive in scope.
CUSTOMER SERVICE
Principles
As a Texas Health and Human Services department, we commit to providing high quality services in a professional and ethical manner. In order to do so, we will:
- Treat our customers with courtesy and respect;
- Ensure access to and provision of services is fair and equitable;
- Implement new and creative approaches to improve quality of services;
- Operate based on our customers' overall needs and feedback;
- Provide understandable information in a variety of formats;
- Ensure sound management of programs and funds;
- Work in cooperation with customers;
- Protect private information and share public information in accordance with applicable laws.
Standards
Texans can expect to receive high quality services from all Texas Health and Human Services departments. To meet this expectation, we will:
- Process applications and respond to contacts accurately and within required timeframes;
- Employ courteous and knowledgeable staff;
- Respond appropriately to language or other special needs;
- Expand access to information and services, such as by Internet and phone;
- Provide services in safe facilities and comply with the Americans with Disabilities Act (ADA).
Referral for Services
Consumers will receive a referral to a local field office when they call the Department of Assistive and Rehabilitative Services (DARS) Inquiries Line at 1-800-628-5115, which operates Monday through Friday from 8:00 a.m. to 5:00 p.m. When a consumer is referred to a local office, we will initiate the application process or schedule an appointment to do so within five business days.
Application for Services
After a consumer has made application for services, eligibility will be determined within the timeframe established by program eligibility requirements.
Service Delivery
Consumers and other members of the public will be treated in a courteous, responsive manner that promotes the independence and self-reliance of Texans with disabilities. Specific federal and state requirements relating to timely service delivery and/or response times will be followed and monitored within each program to ensure compliance. This principle applies to services and to licensing or certification.
COMPLAINT PROCESS
Written complaints must be signed and should include the names and contact information for persons named in the complaint as well as a statement of the facts on which the complaint is based. Complaints should be sent to:
Department of Assistive and Rehabilitative Services
4800 N. Lamar Blvd, Suite 320
Austin, Texas 78756
Prior to filing a formal written complaint, consumers and other members of the public may wish to contact the appropriate DARS service division or the local office to attempt to resolve concerns. The contact information for each division appears below. Formal appeals are handled through the DARS service divisions and, therefore, questions regarding formal appeals should be directed to those divisions.
DARS Division for Blind Services
4800 North Lamar Blvd, Suite 310
Austin TX 78756
1-800-628-5115 (Voice/TDD)
DARS Division for Early Childhood Intervention Services
4900 North Lamar Blvd, 2nd Floor
Austin TX 78751
512-424-6754
512-424-6770 (TDD)
512-424-6749 (Fax)
DARS Division for Rehabilitation Services
4900 North Lamar Blvd, 5th Floor
Austin TX 78751
1-800-628-5115 (Voice/TDD)
512- 424-4730 (Fax)
DARS Division for Disability Determination Services
A specific appeals process is administered by the Social Security Administration. If you wish to appeal a decision, you must contact the Social Security Administration (1-800-772-1213) within 60 days from the date you receive your letter of determination.
Health and Human Services Ombudsman
For further assistance, contact the Office of the Ombudsman. Office of the Ombudsman refers and responds to calls and correspondence, working closely with health and human services agencies' leadership, management and program staff.
HHSC Office of the Ombudsman
Mail Code: H-700
P. O. Box 85200
Austin, Texas 78708-5200
Phone Toll-free: 1-877-787-8999
TTY: 1-888-425-6889 / 512-438-3087
Fax: 512-491-1967
E-mail: contact@hhsc.state.tx.us
Reporting Waste, Abuse and Fraud
HHSC, Office of Inspector General (OIG) is responsible for investigation of waste, abuse and fraud in health and human services programs. OIG provides oversight of HHS activities, providers, and recipients through compliance and enforcement activities designed to identify and reduce waste, abuse, or fraud; and improve efficiency and effectiveness within the HHS system.
To learn more about the types of waste, abuse and fraud that the Inspector General investigates please visit: www.hhs.state.tx.us/OIG/aboutUs/Types.shtml.
To report fraud, waste or abuse, please call toll-free, 1-800-436-6184, or use the online reporting form at: www.hhs.state.tx.us/OIG/Fraud_Report_Home.shtml.
ADDITIONAL INFORMATION
Additional information about each of the DARS service divisions is available at: www.dars.state.tx.us. For more information about our Compact with Texans, please call or write the DARS Customer Relations Representative:
Glenn Neal, Director
Center for Consumer & External Relations
Department of Assistive and Rehabilitative Services
4800 North Lamar Blvd, Suite 320
Austin, Texas 78756
1-800-628-5115
512-377-0692