Ombudsman Frequently Asked Questions

The Office of the Ombudsman provides the following services:

• Conducts independent reviews of complaints concerning agency policies or practices
• Ensures policies and practices are consistent with the goals of the Texas Health and Human Services Commission
• Ensures that individuals are treated fairly, respectfully and with dignity
• Makes referrals and recommendations as appropriate

• The Office of the Ombudsman does not have the authority to overturn any program decisions
• Personnel and disciplinary matters are referred to the Human Resources or Civil Rights offices
• The Office of the Ombudsman does not give legal advice
• The Office of the Ombudsman does not process any case actions

The Office of the Ombudsman does not handle HHS employee personnel and disciplinary matters. Complaints of this nature are handled by the Human Resources or Civil Rights offices. To ensure your matter is addressed with either of these departments, please contact them directly or email: HHS Civil Rights Office.

You can go to your nearest HHS Office. To find an office near you, go to: Your Texas Benefits.

You can apply at your nearest HHS office. To find an office nearest you, go to: Your Texas Benefits.

TANF monthly benefits, issued via EBT, are available on a staggered basis over the first three days of the month, based on the last number in the case number, as follows:

For SNAP households who were certified before June 1, 2020, there will be no changes to your current benefit issuance schedule. Note: SNAP households will retain their existing schedule based on the date initially certified, even if there is a break in benefits and the household reapplies after June 1, 2020.

For SNAP households certified before June 1, 2020 monthly benefits are available on a staggered basis over the first 15 days of the month, based on the last number in the case number, as follows:

For new SNAP households certified on or after June 1, 2020, SNAP monthly benefits are available on a staggered basis between the 16th and the 28th day of the month, based on the last two digits of the EDG number:

You can call the Lone Star help desk toll-free at 800-777-7328 for assistance.

You can visit or call your nearest HHS office. To find an office near you, go to: Your Texas Benefits.

• You can call 2-1-1 or 877-541-7905 (pick a language and then pick option 2).

In accordance with Federal Law and U.S. Department of Agriculture and U.S. Department of Health and Human Services policy, this institution is prohibited from discriminating on the basis of race, color, national origin, sex, age, or disability. Under the Food Stamps Act and USDA policy, discrimination is prohibited on the basis of religion or political beliefs. If you believe that you have been discriminated against, you may contact the Texas Health and Human Services Commission Civil Rights Office:

Civil Rights Office
Health and Human Services Commission
701 W. 51st St., MC: W206
Austin, TX 78751

Phone 888-388-6332 or 512-438-4313

Texas Relay Service 7-1-1 or 800-735-2989 (for people who are deaf, hard of hearing, or speech impaired)

E-mail: HHSCivilRightsOffice@hhsc.state.tx.us

If you have a problem or complaint, we encourage you to first discuss it with the person, program or office involved. Many times they can explain a specific policy or correct the problem immediately.

If the agency's normal complaint process cannot or does not satisfactorily resolve the issue, contact us.

The HHS office of Inspector General works to prevent and reduce waste, abuse and fraud within the HHS system. Any state employee or public citizen may report waste, abuse or fraud to OIG at 800-436-6184 or use their online form.