Customer Orientation
Welcome to Garza & Carrillo Consulting
Your Rights
As a customer, you have the right to:
Be treated with dignity and respect.
Participate in decisions concerning your services.
Receive information in a way you can understand.
Ask questions and request clarification.
Request reasonable accommodations and accessible communication.
Have your personal information handled appropriately and confidentially.
Express concerns or make a complaint about your services.
Contact your VR Counselor regarding concerns with your services or provider.
Seek assistance from the Client Assistance Program (CAP).
Your Responsibilities
To help make your services successful, we ask that you:
Participate actively in your authorized services.
Attend appointments and activities as scheduled.
Arrive on time and be prepared to participate.
Contact your assigned staff member as soon as possible if you will be late or unable to attend.
Communicate questions, concerns, changes, or barriers that may affect your participation.
Follow applicable workplace, community, program, and safety expectations.
Communication & Accessibility
We want you to be able to fully participate in your services.
Please tell your Garza & Carrillo Consulting staff member if you need an accommodation, communication support, assistive technology, interpreter, accessible materials, or another modification to help you participate.
You are encouraged to ask questions whenever information or instructions are unclear.
Confidentiality
our privacy is important. Information about you and your services will be handled according to applicable confidentiality requirements.
Information may be shared with your VR Counselor and other authorized individuals when appropriate for the coordination, provision, and documentation of your VR services.
Safety & Reporting Concerns
Your Garza & Carrillo Consulting staff member will review safety expectations applicable to your service and, when applicable, your worksite.
If you are participating at an employer or community site, you are expected to follow the site's safety rules, policies, and instructions.
Please immediately report an injury, accident, safety concern, suspected abuse, neglect or exploitation, or another serious incident to your assigned staff member and/or VR Counselor.
Questions and Concerns
If you have a question or concern about Garza & Carrillo Consulting or one of our staff members, you may contact your assigned staff member or Garza & Carrillo Consulting management. We will listen to your concern and work with you to address it when possible.
You are not required to resolve a concern directly with Garza & Carrillo Consulting before contacting TWC-VR or seeking outside assistance. You may contact your VR Counselor and/or ask to speak with the Counselor's supervisor directly if appropriate.
If you have a complaint or compliment regarding a VR contractor/provider, you may contact Texas Workforce Solutions–Vocational Rehabilitation Services directly.
TWC-VR Customer Line: 1-800-628-5115
In Texas, CAP is administered by Disability Rights Texas (DRTx). Disability Rights Texas is not part of TWC or Garza & Carrillo Consulting. CAP provides free and confidential assistance to individuals with disabilities who are applying for or receiving Vocational Rehabilitation services.Statewide Intake: 1-800-252-9108