Revision 24-3; Effective Sept. 1, 2024

Keep all information confidential about an applicant, recipient or any person on a case. Confidential information includes, but is not limited to, individually identifiable health information.

Before discussing or releasing confidential information about a person, take steps to ensure the person receiving the information is either the applicant or recipient or someone authorized to receive confidential information, such as an attorney or personal representative.

C-2210 Phone Contact

Revision 24-3; Effective Sept. 1, 2024

To establish the identity of a person who claims to be the applicant, recipient or personal representative, request the following:

  • the Social Security number, date of birth or other identifying information for the applicant or recipient, or their representative;
  • to call the person back at a number that has been verified as belonging to the person or their representative.

Establish the identity of attorneys or legal representatives by asking the person to provide Form H1003, Appointment of an Authorized Representative, completed and signed by the applicant or recipient.

Contact the HHS Office of Chief Counsel upon receipt of any requests for confidential information from law enforcement, state officials or legislators.

C-2220 In-Person Contact

Revision 24-3; Effective Sept. 1, 2024

Establish the identity of a person at an HHSC office who states they are an applicant, recipient or personal representative by requesting their:

  • driver's license;
  • date of birth;
  • Social Security number; or
  • other identifying information.

Establish the identity of other HHSC staff, federal agency staff, researchers or contractors by viewing their:

  • employee badge; or
  • government-issued identification card with a photograph.

Verify the need for other HHSC staff, federal agency staff, researchers or contractors to access confidential information through:

  • official correspondence or phone call from state office or regional offices; or
  • contact with regional attorney.

Contact appropriate regional or state office staff when federal agency staff, contractors, researchers or other HHSC staff come to an HHSC office without prior notification or adequate identification and request permission to access HHSC records.

Note: Contractors cannot have access to Internal Revenue Service (IRS) Federal Tax Information (FTI).

C-2230 Verification and Documentation

Revision 24-3; Effective Sept. 1, 2024

When disclosing individually identifiable health information, document the method of verification for the identity of the person if contact is outside an interview.

Verify the identity of a person who requests disclosure of individually identifiable health information using the following sources:

  • valid driver's license or Department of Public Safety identification (ID) card;
  • birth certificate;
  • hospital or birth record;
  • adoption papers or records;
  • work or school ID card;
  • voter registration card;
  • wage stubs; or
  • U.S. passport.

As a condition for receiving federal taxpayer information from the IRS, HHSC is required per Internal Revenue Code 6103(p)(4) to establish and maintain, to the satisfaction of the IRS, safeguards designed to prevent unauthorized access, disclosure, and use of all returns and return information and to maintain the confidentiality of that information. The IRS security requirements for safeguarding IRS FTI are outlined in Publication 1075, Tax Information Security Guidelines for Federal, State and Local Agencies, Safeguards for Protecting Federal Tax Returns and Return Information.

Income Eligibility and Verification System (IEVS) specialists must independently verify the income and resource information from any data matches to ensure continuous financial eligibility.

When processing the IEVS match of IRS FTI, staff must not enter any IRS FTI into TIERS, including comments. Documentation in the TIERS income or resource screens is limited to the approved language available for staff use on The LOOP.

C-2240 Alternate Means of Communication

Revision 24-3; Effective Sept. 1, 2024

HHSC must accommodate a person’s reasonable request to receive communications by alternative means or at alternate locations.

The person must specify in writing the alternate mailing address or means of contact and include a statement that using the home mailing address or normal means of contact could endanger the applicant or recipient.