Office Organizational Corporate Hierarchy Tree Chart Of A Company - People  Symbol. Royalty Free Cliparts, Vectors, And Stock Illustration. Image  29653932.

September 1st, 2021

The Health and Human Services Commission created the Regulatory Services Division (RSD) in 2017 as regulatory functions consolidated from the Department of Family and Protective Services (DFPS), the Department of Aging and Disability Services (DADS), and the Department of State Health Services (DSHS). As part of this consolidation effort, new teams were developed while keeping the division’s core values of quality, consistency, efficiency, and accountability in mind. RSD LTCR continues to move forward with transformational activities and the next phase includes the integration of the Waiver Survey and Certification Unit into Survey Operations and regional structure. This transition occurred as of August 30, 2021.  Revisions have been made as part of this process to reflect changes on how to file a complaint regarding an HCS or TxHmL surveyor.


Structure, Organization, and Information 
Survey Operations

The Waiver Survey and Certification Program Managers and survey teams will report to the Assistant Regional Director and Regional Director in their respective regions.

Regions 1-7
 The Assistant Regional Director and Regional Director report to Renee Blanch-Haley, Director of Survey Operations.
Additional points of contact include Jenni Crowson, Director of Field Operations and Diana Choban, Deputy Associate Commissioner for Regional Operations and Licensing.
As of August 30, 2021, providers should contact their local LTCR Regional Director with any questions or concerns related to the survey process.
Providers can locate HCS and TxHmL regional survey operation offices and regional director contact information in this provider letter as Appendix I or on the Long-Term Care Regulatory Regional Contact Numbers page.
Providers can also contact their local regional program manager using the information in Appendix II.
Policy and Rules:
For questions about HHSC HCS and TxHmL program rules providers can contact the LTCR IDD Policy Manager Susie Weirether and the HCS and TxHmL policy team at or call (512) 438-3161.
HHSC will continue to notify providers of changes to policies, procedures and/or regulatory requirements as they occur.
To sign up for notifications, please subscribe to receive provider alerts through GovDelivery.
HCS and TxHmL providers can find out about HCS & TxHmL Joint Training Opportunities by visiting the HHSC Provider Training page.
Providers will find a list of classes available to HCS and TxHmL providers. Providers can contact the LTCR Curriculum and Training team at
Long-term Care Enforcement Division
Providers can contact HHSC Long-term Care Enforcement Division at
Four-Person Residence Approval Email
Providers should use the new email address to request approvals for four-person residences at:
Reporting Complaints about the LTCR Survey Process
Surveyor Consistency SurveyProviders should still use the HHSC Long-Term Care Regulatory Services Consistency Feedback Tool to report inconsistencies in how Long-Term Care Regulation (LTCR) survey staff interpret and apply the regulations. Providers can link to the survey at:
To file a complaint regarding a surveyor
The process for filing a complaint involving an HCS or TxHmL surveyor has changed.
To file a complaint:
             •Complaint and Incident Intake (CII) hotline at 1-800-458- 9858
for all other programs.
•Complete a comment card survey online; or
•Call the regional director for the LTCR regional office for the region in which your facility or agency is located
Reporting Complaints about HCS/TxHmL Services
The process for reporting complaints will not change.
Providers report complaints to the HHSC Office of Individuals with Intellectual or Developmental Disabilities (IDD) Ombudsman.
Providers can:
Call: 800-252-8154
Fax: 888-780-8099
Texas Health and Human Services CommissionIDD Ombudsman
P.O. Box 13247Austin, TX 78711-3247
Policy and Rules Contact Information
If you have any questions about this letter, please contact LTCR Policy and Rules by email at or call (512) 438-3161.
The complete list of regional directors for survey and residential reviews is in appendix I and II of PL2021-25