(a) For any contact in which OO staff does not have a real-time interaction with a consumer, individual, or LAR, the OO staff will follow up within one business day of the date of receipt of the contact. OO staff will follow up with the consumer, individual, or LAR at least every 10 business days thereafter, until the contact is closed.(b) OO staff may establish a more structured communication plan if the conduct of a consumer, individual, or LAR hinders the effective investigation and resolution of a case. (1) To determine what actions may be appropriate to structure future communication, the case and all communication between OO staff and the consumer, individual, or LAR will be reviewed by an OO supervisor. (2) If the supervisor determines more structured communication would achieve effective investigation and resolution of the case, a written communication will be shared with the consumer, individual, or LAR outlining what OO finds has hindered complaint resolution. (3) If the conduct of a consumer, individual, or LAR continues to hinder the investigation or resolution, the HHS Ombudsman will communicate with the consumer, individual, or LAR in writing to outline how future communication with OO staff will be structured. The conduct of the consumer, individual, or LAR will continue to be monitored to determine if communication has improved to the point that the structured communication can be discontinued.(c) The process outlined in subsection (b) of this section will never result in a consumer, individual, or LAR being left without a way to contact OO staff.