Compact with Texans



The Compact with Texans describes the Texas Health and Human Services Commission'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.


We envision a health and human services enterprise that works better and costs less. Toward this goal, we will seek input and build partnerships with local communities, advocacy groups, and the private and not-for-profit sectors to put in place solutions that emphasize program efficacy and personal responsibility. We also envision a highly coordinated Health and Human Services (HHS) system driven by motivated and talented workers focused not only on sound processes and procedure, but also on results.


To provide the leadership and direction and foster the spirit of innovation needed to achieve an efficient and effective health and human services system for Texans.


Originally created in 1991, the Health and Human Services Commission (HHSC) oversees operations of the entire health and human services system in Texas. HHSC has responsibility for strategic leadership, administrative oversight of Texas HHS programs, and provides direct administration of some programs.

Health and Human Services Commission Oversight

HHSC oversees the Texas Health and Human Services system, which is comprised of five departments: HHSC; Department of Aging and Disability Services (DADS); Department of State Health Services (DSHS); Department of Assistive and Rehabilitative Services (DARS); and Department of Family and Protective Services (DFPS).

Health and Human Services Commission Programs

  • Texas Medicaid
  • Children's Health Insurance Program (CHIP)
  • Temporary Assistance for Needy Families
  • Food Stamps and Nutritional Programs
  • Family Violence Services
  • Refugee Services
  • Disaster Assistance

Health and Human Services Commission Functions

  • Eligibility Determination
  • System Planning and Evaluation
  • Policy Development and Rule-making
  • Fraud and Abuse Prevention and Detection
  • Border Affairs
  • Early Childhood Coordination
  • Ombudsman Services

For additional information about services please call 2-1-1 or visit one of the following web sites:

Customer Service


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.


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).

Complaint Process

Consumer Complaints

To ensure prompt response, first contact the department, office or program for which you may have a complaint, inquiry or concern. If you have concerns or a complaint about a state HHS department or program that has not been resolved to your satisfaction, contact the Office of the Ombudsman by phone, fax, online or by US mail. Provide as much detail about the issue as you can, including date, time, person you spoke with, etc.

HHS Office of the Ombudsman
Mail Code: H-700
P. O. Box 13247
Austin, Texas 78711-3247

Phone Toll-free: 1-877-787-8999
Fax Toll-free: 1-888-780-8099
Online Submission Form


To report suspicions of abuse and/or neglect of children, persons 65 years or older, and adults with disabilities call toll-free, 1-800-252-5400 or file a report online.

Reporting Waste, Abuse and Fraud

HHSC, Office of Inspector General (OIG) is responsible for the investigation of waste, abuse and fraud in Health and Human Services programs. OIG provides oversight of Health and Human Services 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 Health and Human Services system.

Additional Information