What does an Ombudsman do?

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

Is there anything the Office of the Ombudsman cannot do?

  • 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

What can I do if I’m an HHS employee and I have a personnel or disciplinary type complaint?

The Office of the Ombudsman does not handle HHS employee personnel and disciplinary matters.  Complaints of this nature are handled by the HHS Human Resources or the Civil Rights offices.  To ensure your matter is addressed with either of these departments, please contact them directly using the contact information found on their website: http://hhscx.hhsc.texas.gov/hr.

I did not get my Medicaid identification card, where can I go to get a replacement card?

You can go to your nearest Health and Human Services Office. To find an office near you, go to: www.yourtexasbenefits.com.

How/Where can I apply for the QMB program (Medicare Savings Program)?

You can apply at your nearest Health and Human Services Office. To find an office nearest you, go to: www.yourtexasbenefits.com.

What day will my SNAP (food stamp)/TANF benefits be available?

TANF monthly benefits, issued via EBT, are available on a staggered basis over the first three (3) days of the month, based on the last number in the case number, as follows:

TANF Benefit Issue Day Information
Last digit of TANF case number Issue Day
0, 1, 2, 3 1
4, 5, 6 2
7, 8, 9 3

Supplemental Nutrition Assistance Program (SNAP) (formerly known as Food Stamps) monthly benefits are available on a staggered basis over the first fifteen (15)days of the month, based on the last number in the case number, as follows:

SNAP Benefit Issue Day Information
Last digit of SNAP case number Issue Day
0 1
1 3
2 5
3 6
4 7
5 9
6 11
7 12
8 13
9 15

My Lonestar card is lost or stolen, how can I get a replacement card?

You can call the Lonestar helpdesk toll-free at 1-800-777-7328 for assistance.

Where do I report a change?

You can visit or call your nearest Health and Human Services Office. To find an office near you, go to: www.yourtexasbenefits.com.

I'm unable to reach anyone at my local Health and Human Services Office. Who can I call to speak to someone about my case?

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

What can I do if I feel I have been discriminated against?

In accordance with Federal Law and U.S. Department of Agriculture (USDA) and U.S. Department of Health and Human Services (HHS) 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 HHS Commission Civil Rights Office:

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

Phone (Toll-free): 1-888-388-6332 or 512-438-4313

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

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

How do I report a complaint related to my application or benefits?

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.

Who can I contact to report fraud?

The Health and Human Services Commission Office of Inspector General (OIG) works to prevent and reduce waste, abuse and fraud within the Texas Health and Human Services System. Any state employee or public citizen may report waste, abuse or fraud to OIG toll-free at 1-800-436-6184 or use their online form.

How do I get information about community services offered by the Department of Aging and Disability Services (DADS)?

To get information about Community Services and in-home services, go to: DADS or dial 2-1-1.