Client Relations

Texas Panhandle Centers Complaint Process

TPC’s mission is “Making Lives Better.” It is the goal of all TPC staff members to assist the individual’s we serve and the community to reach this goal. It is your right as the individual receiving services or the Legally Authorized Representative/Guardian of an individual receiving services, to file a complaint regarding the services an individual receives, the rights of an individual, the assigned Case Manager, or any other TPC staff member.

If you would like to discuss concerns, suspected rights violations, or complaints, please call Vania Garza, Rights Protection Officer, at (806) 351-3400, vania.beavers@txpan.org, P.O. Box 3250 Amarillo, Texas 79116-3250. Jennifer McKay is the back-up Rights Protection Officer. She can be contacted at (806) 351-3386, or jennifer.mckay@txpan.org. If you get Vania or Jennifer’s voicemail, please be sure to leave a message.

All official complaints will be investigated and/or resolved within 30 days after the complaint is received by TPC. Within 30 days after a complaint is received, if the complainant provides their identifying information (phone number or address), the Rights Protection Officer will notify the complainant of:

the findings of the investigation;
TPC’s resolution of the complaint;

TPC must give the information listed above in one of the following manners:

in person
by mail, if TPC knows the complainant’s mailing address; or
by telephone

If you are not satisfied with the result of the complaint, you may also contact the HHSC Office of the Ombudsman at 1-800-252 8154.

If you are not satisfied with the finding of rights violations, you may contact the HHSC Civil Rights Office at 1-888-388-6332.

In the event that your complaint or concern involves allegations of Abuse, Neglect, or Exploitation, you may contact the Department of Family and Protective Services at 1-800-647-7418.

To report abuse of an individual in the ISS (day hab) programs, please call Health and Human Service’s hotline at 1-800-458-9858.