Texas Department of Licensing and Regulation Strategic Plan: Fiscal Years 2009-2013 Page: 18
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efficient management and resolution of complaints. This process includes the
" The Intake section confirms the agency's legal jurisdiction, performs
initial research on each complaint filed, and recommends whether an
investigation should be opened.
" The Investigation section assigns an investigator to each opened case
to develop a detailed account of the facts through witness interviews,
research, and on-site investigations. Investigators prepare a written
report upon completion of the investigation.
" The Prosecution section ensures proper disposition of each case,
pursuing penalties or sanctions where violations are found. Prosecutors
issue closing letters when the evidence does not support proceeding
to a formal hearing. When a complaint cannot be resolved through
negotiation, the Prosecutor represents the department before the
State Office of Administrative Hearings and the Texas Commission of
Licensing and Regulation.
' The Legal Support section tracks and updates Final Orders and collects
penalties on Agreed Orders. Staff monitor and assure compliance
with Commission-ordered probation requirements. Legal Support
handles the initial screening of background checks received from the
Department of Public Safety and reviews reports for crimes that may
astbe the basis to deny or revoke license of an applicant or licensee.
Lastly, the section handles fee collection cases.
Consistency in the investigation and resolution of complaints is an essential
part of TDLR's firm, fair, and efficient enforcement philosophy. The division's
Complaint Resolution Procedures Manual, Enforcement Plan, and Criminal
Conviction Guidelines were developed to accomplish this consistency.
Enforcement periodically reviews and revises these documents and submits
them to the Commission for approval.
TDLR Executive Director Bill Kuntz
facilitating a focus group meeting with
agency clients and industry attendees Executive Offices provides leadership and motivation to meet the agency's
vision, manages the day-to-day operation of the agency, and ensures strategic
goals are met. The Executive Offices' success is guided by a respect-based
management philosophy and a commitment to open communication with our
employees and our customers.
Texas Department of Licensing and Regulation
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Texas. Department of Licensing and Regulation. Texas Department of Licensing and Regulation Strategic Plan: Fiscal Years 2009-2013, book, Summer 2008; tEXAS. (https://texashistory.unt.edu/ark:/67531/metapth576032/m1/23/: accessed October 22, 2019), University of North Texas Libraries, The Portal to Texas History, https://texashistory.unt.edu; crediting UNT Libraries Government Documents Department.