(a) An ombudsman must give emphasis to assisting a person with an urgent or immediate medical or support need.(b) A contact received through an online submission is automatically and immediately loaded in the OO primary recordkeeping system and assigned to appropriate OO staff for action. (c) A contact received by postal mail, fax, or email is uploaded to the primary recordkeeping system and assigned to appropriate OO staff for action within one business day of receipt. (d) A call received by OO staff is immediately entered in the primary recordkeeping system. (e) OO publishes on its website a list of commitments OO staff makes to ensure cases are dealt with fairly, efficiently, and effectively. The list also includes commitments OO asks of consumers and LARs to ensure the same objective. Consumers and LARs may hear a verbal summary of the list or receive a written copy. (f) OO staff use HHSC contracted vendors to provide language interpretation services, when necessary.(g) When FCO meet a youth in person who has an inquiry or a complaint, they enter the contact in the primary recordkeeping system on the first business day after they return to the FCO office.(h) When FCO receive calls that include information that give FCO staff reason to suspect abuse or neglect, calls are transferred to the Texas Abuse Hotline operated by DFPS Statewide Intake (SWI). FCO staff assist the youth in making a report. Online reports can be made when hold times warrant. (i) When FCO receive written submissions that include information that gives FCO reason to suspect abuse or neglect, FCO staff attempt to communicate with the youth by phone. If FCO staff are not able to speak with the youth by phone within one business day, FCO staff report the suspected abuse or neglect by calling SWI. Online reports can be made when hold times warrant.