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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 079200360
Report Date: 11/20/2024
Date Signed: 11/20/2024 04:24:41 PM

Unsubstantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
E BAY DELTA AC/SC, 1515 CLAY STREET, STE. 310
OAKLAND, CA 94612
This is an official report of an unannounced visit/investigation of a complaint received in our office on
01/22/2024 and conducted by Evaluator Lori Alexander-Washington
PUBLIC
COMPLAINT CONTROL NUMBER: 15-AS-20240122140308
FACILITY NAME:TELECARE HOPE HOUSEFACILITY NUMBER:
079200360
ADMINISTRATOR:GARCIA, DENISE GFACILITY TYPE:
772
ADDRESS:300 ILENE STREETTELEPHONE:
(925) 313-7980
CITY:MARTINEZSTATE: CAZIP CODE:
94553
CAPACITY:16CENSUS: 11DATE:
11/20/2024
UNANNOUNCEDTIME BEGAN:
04:00 PM
MET WITH:Clearnise Bullard, AdministratorTIME COMPLETED:
04:45 PM
ALLEGATION(S):
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Illegal eviction
Staff did not ensure resident was allowed visitors while in care
INVESTIGATION FINDINGS:
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On 11/20/2024 at 4:00 PM, Licensing Program Analyst (LPA) L. Alexander conducted a subsequent visit and met with Administrator, Clearnise Bullard to deliver the findings of above allegations. LPA explained the purpose of the visit with Administrator.

During the investigation, the LPA obtained the following documents from the facility – copies of Hope House Resident Visit/Drop Off Request Form and Hope House Visiting Hours.

LIC9099-C Continued...
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Bennett Fong
LICENSING EVALUATOR NAME: Lori Alexander-Washington
LICENSING EVALUATOR SIGNATURE:

DATE: 11/20/2024
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/20/2024
This report must be available at Child Care and Group Home facilities for public review for 3 years.
LIC9099 (FAS) - (06/04)
Page: 1 of 3
Control Number 15-AS-20240122140308
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
E BAY DELTA AC/SC, 1515 CLAY STREET, STE. 310
OAKLAND, CA 94612
FACILITY NAME: TELECARE HOPE HOUSE
FACILITY NUMBER: 079200360
VISIT DATE: 11/20/2024
NARRATIVE
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LIC9099-C Continued (Page 2)

Allegation: Illegal eviction
Finding: Unsubstantiated

During the investigation, the LPA conducted interviews of facility staff, witnesses, and reviewed resident (R1) documents. Interview with Witness (W2) stated that Client (C1) had a court appearance on 12/14/2023 and that the facility was supposed to be transporting C1 for their scheduled appearance but must have forgotten. W2 stated that C1 got his friend to come pick him up and take him to court. W2 stated that C1 is under a court conservatorship and that C1’s county conservator was not notified of a 3-day eviction.

On 01/30/2024, the LPA interviewed W1 and W2. W1 stated that C1 was discharged from the hospital and needed some clean clothes. W1 stated that they wanted to drop off clean clothes to C1 and while they were on the phone with C1 they made sure that C1 put in a request while he was on the phone for having a visitor. W1 stated that the facility has a visitor policy where requests must be placed in advance to visit the clients. W1 stated that the facility evicted C1 and did not give the eviction notice in writing to C1's court appointed conservator. W1 stated that they went to the facility on a Tuesday to drop off C1's clothes and that the staff was being mean and nasty to them because they came, and their name was not on the list. W2 stated that they were coming to the facility to drop off C1’s clothes and cell phone. But when they arrived to the facility, they were advised by staff that they couldn't come to visit C1 because the facility had a Covid outbreak in which they were unaware.

On 01/30/2024, the LPA interviewed S1 that stated that the staff gave C1 a verbal warning to evict. S1 stated that the facility was planning to do a 3-day eviction but hadn’t started the process by informing Licensing and C1’s responsible party.

LIC9099-C Continued...
SUPERVISORS NAME: Bennett Fong
LICENSING EVALUATOR NAME: Lori Alexander-Washington
LICENSING EVALUATOR SIGNATURE:

DATE: 11/20/2024
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/20/2024
LIC9099 (FAS) - (06/04)
Page: 2 of 3
Control Number 15-AS-20240122140308
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
E BAY DELTA AC/SC, 1515 CLAY STREET, STE. 310
OAKLAND, CA 94612
FACILITY NAME: TELECARE HOPE HOUSE
FACILITY NUMBER: 079200360
VISIT DATE: 11/20/2024
NARRATIVE
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LIC9099-C Continued (Page 3)

S1 stated that staff called C1’s conservator but they were out of office, and they spoke to another staff that was on desk duty. S1 stated that C1 left the facility with their "cousin" who had come to the facility earlier that day without notice.

Allegation: Staff did not ensure resident was allowed visitors while in care
Finding: Unsubstantiated

During the investigation, the LPA conducted interviews of facility staff and witnesses. Interview with Witness (W1) stated that Client (C1) was admitted to the facility the first week of November 2023. W1 stated that during the second week of November they wanted to bring C1 some clothes and their cell phone but when they arrived at the facility they were told by staff that C1 needed an approved visit.

On 01/30/2024, LPA interviewed staff. S1 stated that C1 and clients can have visitors, but they must follow their "House Rules," which is to request 24hrs in advance to have visitors. S1 stated that family/friends can come and bring personal items for the clients but again in this case C1 needed to request to have a visitor 24hr in advance before anyone can just come to the facility.

S1 stated that a staff tested positive with Covid and so they were following Covid protocols with Contra Costa County by placing notice on the front door that there was a Covid positive and S1 stated that they were testing clients and staff during this time.

Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur, therefore the allegation is UNSUBSTANTIATED.

Exit interview conducted and a copy of this report provided.
SUPERVISORS NAME: Bennett Fong
LICENSING EVALUATOR NAME: Lori Alexander-Washington
LICENSING EVALUATOR SIGNATURE:

DATE: 11/20/2024
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/20/2024
LIC9099 (FAS) - (06/04)
Page: 3 of 3