Adult Protective Services (1-800-252-5400) investigates concerns about a specific person's safety, including self-neglect. HHSC's Complaint and Incident Intake line (1-800-458-9858) investigates a licensed facility's regulatory compliance -- staffing, physical conditions, and whether the facility followed required procedures.
What to do next
Families often aren't sure which one applies to their situation, and the honest answer is that many real situations touch both. If a specific resident appears to be in danger or being mistreated, start with APS. If the concern is broader -- understaffing you've observed across multiple visits, a facility that seems to be cutting corners generally, or a pattern rather than a single incident involving one person -- HHSC's regulatory complaint line is the better starting point, since that's the agency that can actually take licensing action against the facility itself. Neither call precludes the other, and you're not required to pick just one.
