Office of Consumer Relations
As a state agency that serves hundreds of thousands of children and families each year, DFPS carefully reviews complaints from clients and concerned parties. The Office of Consumer Relations (OCR), formerly the Office of Consumer Affairs, resolves complaints and responds to inquiries about DFPS programs in a fair and unbiased way. These concerns may come from DFPS clients, their families, stakeholders, and the public. OCR responded to 10,486 general inquiries and 954 legislative inquiries in FY 2017. OCR validated 47 percent of the 5,658 complaints that it reviewed and shared the results of its reviews with DFPS managers to help them continually improve the quality of services.
OCR also actively approached foster parents and youth who were formerly in foster care to make them aware of its services. As a result, OCR received 267 complaints from foster parents and 14 from youth. While OCR handles complaints from former foster youth, the Foster Care Ombudsman Office at the Health and Human Services Commission reviews complaints and concerns from youth currently in foster care. OCR partners with this office to ensure that all complaints are handled in an appropriate manner.