191220171-3-12-2024-31-AS-NGID-D4NS9C-20240425134028

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 191220171
Report Date: 03/12/2024
Date Signed: 03/12/2024 03:03:08 PM

Unsubstantiated

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS S.RO, 21731 VENTURA BLVD., STE. 250
WOODLAND HILLS, CA 91364

This is an official report of an unannounced visit/investigation of a complaint received in our office on
03/04/2024 and conducted by Evaluator Huma Rahimi

COMPLAINT CONTROL NUMBER: 31-AS-20240304153433

FACILITY NAME:	THERAPEUTIC LIVING CENTERS FOR THE BLIND		FACILITY NUMBER:	191220171
ADMINISTRATOR:	SANDOVAL,JUAN		FACILITY TYPE:	775
ADDRESS:	7955 LINDLEY AVENUE		TELEPHONE:	(818) 708-4940
CITY:	RESEDA	STATE: CA	ZIP CODE:	91335
CAPACITY:	90	CENSUS: 96	DATE:	03/12/2024
		UNANNOUNCED	TIME BEGAN:	09:15 AM
MET WITH:	Juan Sandoval, Administrator		TIME COMPLETED:	03:30 PM

ALLEGATION(S):

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Facility staff did not answer phone calls
Facility staff were distracted by their personal conversations and phones and not meeting the needs of clients
Facility staff yelled at client
Facility staff did not ensure clients were appropriately supervised

INVESTIGATION FINDINGS:

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At 9:15 AM, Licensing Program Analyst (LPA) Huma Rahimi conducted an unannounced initial complaint visit at this facility to investigate the above allegations. LPA met with Juan Sandoval, the Administrator, who granted access to the facility and explained the reason for the visit.
Please advise. Thank you,

During course of the investigation, interviews and record review were made. At 9:30 AM, LPA requested resident and staff roster. At 9:40 AM, LPA requested copies of pertinent information which include, but not limited to training sign in sheet for personal phone usage, Cellular Phone Policy, etc. At approximately 10:00 AM, LPA conducted a physical plant tour. Between 10:15 am – 12:00 pm, LPA interviewed the Administrator, two (2) Day Program Directors, one (1) Creative Arts Program Artistic Director, one (1) Day Program Teacher, one (1) Staff, and ten (10) clients.

LIC 9099-C continued

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Nichelle Gillyard
LICENSING EVALUATOR NAME: Huma Rahimi
LICENSING EVALUATOR SIGNATURE:	DATE: 03/12/2024

I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/12/2024

This report must be available at Child Care and Group Home facilities for public review for 3 years.

LIC9099 (FAS) - (06/04)

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Control Number 31-AS-20240304153433

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS S.RO, 21731 VENTURA BLVD., STE. 250
WOODLAND HILLS, CA 91364

FACILITY NAME: THERAPEUTIC LIVING CENTERS FOR THE BLIND	FACILITY NUMBER: 191220171
	VISIT DATE: 03/12/2024

NARRATIVE

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Facility staff did not answer phone calls:
Regarding the above allegation: It was alleged that the facility do not answer or return phone calls. Before entering the facility, LPA called the facility main telephone line. The phone was prompted to an automated message directing to either dial an extension or reach to the receptionist. LPA dialed zero (0) to reach to the receptionist. The receptionist promptly answered the phone. Additionally, interview with Administrator also revealed that the phone calls for the Day Program directly gets routed to their work cell phone and are answered immediately. LPA tested the Day Program telephone number by calling and it was answered right away. Moreover, LPA was informed that the facility is in the process of purchasing a new cellular phone particularly for the Day Program. In addition, interviews with ten (10) clients confirmed that they or their family members never experienced any occasion of their phones not being answered. Based on information obtained through interviews and observation, this allegation is unsubstantiated at this time.

Facility staff were distracted by their personal conversations and phones and not meeting the needs of clients:
It was alleged that the facility staff is distracted by either personal conversations or phones and neglect clients in care. LPA conducted an interview with the Administrator and two (2) Day Program Directors, and one (1) Creative Arts Program Director, and was informed that they have a very strict policy for personal cell phone usage or engaging in a personal conversation while at work. Additionally, LPA was informed that the only time staff would be busy in personal conversation or on the phone is either staff's lunch break time or end of the shift. Moreover, interviews with ten (10) clients denied witnessing any staff busy with their personal conversation or phones. LPA also observed that all staff in different classrooms are present and providing care to clients without any distraction either on the phone or conversing to each other. Based on information obtained through interviews and observation, this allegation is unsubstantiated at this time.

Continue on LIC 9099C

SUPERVISORS NAME: Nichelle Gillyard
LICENSING EVALUATOR NAME: Huma Rahimi
LICENSING EVALUATOR SIGNATURE:	DATE: 03/12/2024

I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/12/2024

LIC9099 (FAS) - (06/04)

Page: 2 of 3

Control Number 31-AS-20240304153433

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS S.RO, 21731 VENTURA BLVD., STE. 250
WOODLAND HILLS, CA 91364

FACILITY NAME: THERAPEUTIC LIVING CENTERS FOR THE BLIND	FACILITY NUMBER: 191220171
	VISIT DATE: 03/12/2024

NARRATIVE

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Facility staff yelled at client:
It was alleged that staff yelled at client while the client was in the facility van. Interviews with staff, denied yelling or being aware of any other staff yelling at any of the facility clients. Staff members did state that at times it can sound like the staff is yelling, but that is only because they talk loudly, and it is never with a malicious intent. Additionally, interviews with ten (10) clients denied any yelling or any kind of disrespect from the staff towards them and on of the clients said “everyone is very nice here.” Based on the information revealed during interviews and LPA’s observation during the time of the visit, the allegation is unsubstantiated at this time.

Facility staff did not ensure clients were appropriately supervised:
It was alleged that staff left a client by themselves in the facility van unsupervised. During this visit LPA observed that all clients are accompanied by a staff to supervise. Additionally, interviews with ten (10) clients confirmed that they are always supervised, and staff are always available. Furthermore, at the time of pick up and drop off the clients, there is always a staff present and assisting as needed. Moreover, upon arrival of the LPA to the facility, LPA also observed two (2) vans dropping off the clients in the morning as well as in the afternoon and two staff, the Administrator, and one of the Day Program Director present to assist and provide supervision. Based on interviews and observation there is no sufficient information to support the allegation. Therefore, this allegation is deemed unsubstantiated.

SUPERVISORS NAME: Nichelle Gillyard
LICENSING EVALUATOR NAME: Huma Rahimi
LICENSING EVALUATOR SIGNATURE:	DATE: 03/12/2024

I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/12/2024

LIC9099 (FAS) - (06/04)

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