Compact with Texans

Overview

The requirement for a Compact with Texans was enacted during the 76th Texas legislative session through Senate Bill 1563 and can now be found in Chapter 2114 of the Government Code. The Compact requires state agencies to provide the public with information on their mission, programs, principles and standards of customer service, procedures for receiving and responding to public contacts and complaints, customer waiting times, and licensing and certification procedures.

Mission

The mission of Texas Health and Human Services is improving the health, safety and well-being of Texans with good stewardship of public resources.

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Programs

Texas Health and Human Services provides services and supports to millions of Texans with more than 220 programs across the state, including:

• Medicaid
• Children’s Health Insurance Program (CHIP)
• Special Supplemental Nutrition Program for Women, Infants and Children (WIC)
• Temporary Assistance for Needy Families (TANF)
• Supplemental Nutrition Assistance Program (SNAP)
• Family Violence Program
• Long-Term Care Regulatory
• Intellectual and Developmental Disability and Behavioral Health Services
• Healthy Texas Women
• Early Childhood Intervention

For a complete list of programs, visit the HHS Services page.

Contact Information

Main phone number: 512-438-3011

Find Us | Texas Health and Human Services

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For information about HHS services, call 2-1-1 or visit 2-1-1 Texas.

Customer Service

HHS commits to providing high-quality services in a professional and ethical manner by:

• Treating our customers with courtesy and respect.
• Ensuring that access to and provision of services is fair and equitable.
• Implementing new and creative approaches to improve the quality of our services.
• Operating based on our customers’ overall needs and feedback.
• Providing understandable information in a variety of formats.
• Ensuring sound management of programs and funds.
• Working in cooperation with customers.
• Protecting private information and sharing public information in accordance with applicable laws.

To meet Texans’ expectation for high-quality services, HHS will:

• Process applications and respond to applicants accurately and within required time frames.
• Employ courteous and knowledgeable staff.
• Respond appropriately to language or other special needs.
• Expand access to information and services, such as through the internet and by phone.
• Provide services in safe facilities and comply with the Americans with Disabilities Act (ADA).

Report on Customer Service

The Report on Customer Service is prepared in response to §2114.002 of the Government Code, which requires Texas state agencies to report customers’ input to the Governor’s Office and the Legislative Budget Board every two years.

2020 HHS Report on Customer Service (PDF)

Complaint Process

The HHS Office of the Ombudsman was created by the Legislature to provide dispute resolution services and consumer protection and advocacy across the HHS system.

Consumer Complaints

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If you have a problem or complaint, we encourage you to first contact the specific HHS program. If your concerns or complaints are not resolved to your satisfaction, contact the Office of the Ombudsman using the information below. Provide as much detail about the issue as you can, including the date, time, and person you spoke with.

Mail Code: H-700 P.O. Box 13247 Austin, TX 78711-3247

Phone toll-free: 877-787-8999 Fax toll-free: 888-780-8099Online Submission Form

For additional information about the complaint process, visit the Office of the Ombudsman webpage.

If your complaint involves someone living in a state supported living center (SSLC), visit the Office of the Independent Ombudsman for SSLCs website or call toll-free 877-323-6466.

Reporting Abuse and Neglect

To report suspicions of abuse and/or neglect of children, persons 65 years or older, and adults with disabilities, call the Texas Department of Family and Protective Services toll-free at 800-252-5400 or file a report online at txabusehotline.org (for non-urgent situations).

Reporting Fraud, Waste and Abuse

The Office of Inspector General’s (OIG) mission is to strengthen HHS’ capacity to combat fraud, waste and abuse in publicly funded, state-run health and human services programs. The OIG provides oversight of HHS activities, providers and recipients through compliance and enforcement activities designed to prevent, deter and identify fraud, waste and abuse and improve the efficiency and effectiveness of HHS programs.

• To learn more about fraud, waste and abuse, visit the OIG’s website or call toll-free 800-436-6184.
• Client service complaints are handled by the Office of Ombudsman. For additional information about the process, visit the Office of the Ombudsman webpage.

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