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Administrative Review & Risk Management Division

TDCJ Ombudsman Program

Cassandra McGilbra, Coordinator

In accordance with Section 493.016 of the Texas Government Code, the TDCJ Ombudsman Program provides a single point of contact for elected officials and members of the general public who have inquiries regarding the agency, offenders or staff. When necessary, investigations shall be coordinated through appropriate TDCJ officials. The TDCJ Ombudsman Offices strive to provide timely responses to the public.

What an Ombudsman Can Do

  • Act as a liaison between TDCJ and the general public;
  • Respond to informational inquiries regarding agency policies, procedures, or actions;
  • Respond to questions concerning a specific offender;
  • Facilitate problem resolution;
  • Make appropriate referrals to agency staff;
  • Act as a contact and information resource for special interest groups

Executive Directive (ED-02.03) - TDCJ Ombudsman Program

What a TDCJ Ombudsman Cannot Do

  • Override decisions made by appropriate authorities (i.e., Judges, Board of Criminal Justice, Office of the Inspector General, etc.).
  • Handle issues outside the oversight of the Texas Department of Criminal Justice.

Whom do I Contact if I Have Questions Regarding an Offender?

Many concerns can best be addressed by contacting unit administrative staff at the offender's unit of assignment, by telephone or mail. Addresses and telephone numbers for agency facilities are found on the TDCJ website. Additional information is also available on Offender Information/Questions/Problems or by contacting the TDCJ Ombudsman Office.

What if I Have Contacted the Unit and I Would Like Additional Assistance?

Contact TDCJ Ombudsman Office.

How Does an Offender Seek Problem Resolution?

The Offender Grievance Program was developed to help offenders communicate with staff regarding concerns affecting their incarceration. The grievance process provides an offender an opportunity for problem resolution at two distinct administrative levels.

Step 1 allows the offender to request relief from unit administration by completing a grievance form and submitting it to a Unit Grievance Investigator. Offenders receive a written response which they may appeal to Step 2 (central administrative staff) if desired.

By encouraging offenders to utilize this process you provide them an opportunity for enhancing their skills in responsible problem resolution.

How to Contact a TDCJ Ombudsman

Please submit inquiries in writing. For expediency, it is best to attempt to resolve issues and obtain information at the unit or parole office level; however, when it is not possible, or the inquiry does not concern issues at that level, contact the following:

Contact:

Ombudsman Coordinator
General issues concerning the agency’s operation and policy and procedures, issues from the public relating to secure facilities (prison units, state jails, and substance abuse felony punishment facilities), and any specific concerns regarding offenders confined in these types of facilities.

Cassandra McGilbra
PO Box 99
Huntsville, TX 77342-0099
Phone: (936) 437-4927 or toll free hotline (844) 476-1289
(Toll free hotline will be open Saturdays and Sundays from 8:00 a.m. to 5:00 p.m.)
Fax: (936) 437-4930
ombudsman@tdcj.texas.gov

**Bilingual Staff Available - Se habla Español**

Parole Division Ombudsman
Issues relating to clients who have been released from TDCJ and are being supervised by a parole officer while on parole or mandatory supervision.

PO Box 13401, Capitol Station
Austin, TX 78711
Phone: (512) 406-5795
Fax: (512) 406-5858
parole.div@tdcj.texas.gov

**Bilingual Staff Available - Se habla Español**

Agency Toll-Free Telephone Number: (800) 535-0283