195850423-8-4-2025-29-AS-KHEN-DKZ6FC-20250828204608

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 195850423
Report Date: 08/04/2025
Date Signed: 08/04/2025 04:06:40 PM

Unsubstantiated

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS N.ASC, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364

This is an official report of an unannounced visit/investigation of a complaint received in our office on
12/17/2024 and conducted by Evaluator Valeria Conway

COMPLAINT CONTROL NUMBER: 29-AS-20241217100027

FACILITY NAME:	IVY PARK AT WOODLAND HILLS		FACILITY NUMBER:	195850423
ADMINISTRATOR:	O'GRADY, PATRICE		FACILITY TYPE:	740
ADDRESS:	20461 VENTURA BLVD.		TELEPHONE:	(818) 346-9046
CITY:	WOODLAND HILLS	STATE: CA	ZIP CODE:	91364
CAPACITY:	127	CENSUS: 68	DATE:	08/04/2025
		UNANNOUNCED	TIME BEGAN:	11:45 AM
MET WITH:	Business Office Director, Aurora Israelson		TIME COMPLETED:	01:00 PM

ALLEGATION(S):

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Staff does not ensure residents are accorded reasonable accommodations
Staff are not properly addressing room repairs for residents in care

INVESTIGATION FINDINGS:

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Licensing Program Analysts (LPA) Valeria Conway conducted an unannounced subsequent complaint visit to the facility above to deliver final findings of the complaint allegations. Executive Director, Lilit Mnatsakanyam, was unavailable during today's visit, however, she was on the phone when report was read. Also, ED authorized Business Office Director, Aurora Israelson. to sign today's reports. Entrance interview conducted. At 11:50 P.M. LPA met with Business Office Director, Aurora Israelson, and explained the purpose of the visit.

On 12/23/2024, LPA Chochian, met with staff and with the facility's Business Office Director, Aurora Israelson. The reason for the visit was discussed. A brief physical plant tour was conducted and a copy of the resident and staff roster obtained. On 02/05/2025 and 07/21/2025, LPA Valeria Conway conducted a subsequent complaint visit, toured the physical plant, interviewed staff and residents and obtained copies of pertinent documentation relevant to the investigation.
Continued on LIC 9099

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Desaree Perera
LICENSING EVALUATOR NAME: Valeria Conway
LICENSING EVALUATOR SIGNATURE:	DATE: 08/04/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/04/2025

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 4

Control Number 29-AS-20241217100027

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS N.ASC, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364

FACILITY NAME: IVY PARK AT WOODLAND HILLS	FACILITY NUMBER: 195850423
	VISIT DATE: 08/04/2025

NARRATIVE

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Continued from LIC 9099

Throughout the course of the investigation, LPA reviewed all documents obtained, conducted telephonic and in-person interviews with additional credible witnesses and other relevant parties. During today's visit, LPA conducted a brief physical plant tour, no health and safety concerns. The following was then determined:

Regarding allegation of “Staff does not ensure residents are accorded reasonable accommodations” it was alleged that a resident’s request to move to a vacant, refurbished room, due to recent flooding, outdated room conditions, and high monthly fees, was not considered by the former ED, Terri Seifert. Interview with former ED revealed that room change requests are evaluated on a case-by-case basis at management discretion, based on individual circumstances and unit availability. The current ED Lilit Mnatsakanyam, explained that according to corporate, residents who lived in the community prior to the ownership change from “Sunrise Senior Living of Woodland Hills” (Sunrise) to Ivy Park at Woodland Hills (Ivy Park) were communicated verbally during a meeting held with residents of the option to either keep their original Sunrise agreement with existing perks and discounts or sign a new agreement under Ivy Park. The Reporting Party (RP), who pays a monthly rent and a $42 care fee under a Sunrise agreement, did not recall being offered a new contract and admitted not inquiring about the differences. The RP expressed concern that new residents are paying significantly lower rent than those who moved in under previous ownership. In December 2024, the RP requested to be moved to a vacant, recently refurbished apartment of the same size, and to pay the same monthly rent as new residents moving into the community. According to the RP, this request was submitted verbally to community management. The RP stated that initially, there was no response, but after several weeks, they were approved to move into the refurbished unit, However, the monthly rent amount was not going to be reassessed or reduced. RP declined this offer and reported that later, they requested to remain in their current apartment and have their rent lowered instead, but the former ED indicated that they were never presented with this request. When asked, the RP acknowledged that they eventually stopped inquiring about the matter.

Continued on LIC 9099-C

SUPERVISORS NAME: Desaree Perera
LICENSING EVALUATOR NAME: Valeria Conway
LICENSING EVALUATOR SIGNATURE:	DATE: 08/04/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/04/2025

LIC9099 (FAS) - (06/04)

Page: 2 of 4

Control Number 29-AS-20241217100027

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS N.ASC, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364

FACILITY NAME: IVY PARK AT WOODLAND HILLS	FACILITY NUMBER: 195850423
	VISIT DATE: 08/04/2025

NARRATIVE

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Continued from LIC 9099-C

Neither Ivy Park management nor the RP were able to provide written documentation to confirm that these conversations took place or that a formal request was submitted. LPA reviewed RP’s Sunrise admission agreement with revision date of 05/2015. LPA was unable to identify any clause specifying the process or terms applicable when a resident wishes to substitute their apartment. Regarding flooding incidents, the RP stated that maintenance staff responded by drying the carpet using a commercial vacuum cleaner. The RP also confirmed that there was no water damage present in their unit. LPA visited multiple random units including the RP’s apartment, no visible stains on the carpet, mold on the walls, or any sign of water damage inside the unit were observed. Based on the information obtained during the investigation, the Department does not have sufficient evidence to corroborate the allegation. Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violations did or did not occur, therefore the above allegation. “Staff does not ensure residents are accorded reasonable accommodations” is deemed Unsubstantiated at this time.

It was reported that "Staff are not properly addressing room repairs for residents in care”. According to the allegation, a resident left the water running, which resulted in flooding into other units and the saturation of carpets in neighboring rooms. It was further alleged that staff responded by only drying the affected carpets without taking further action. Interviews with the former ED revealed that in December 2024, there were two separate incidents involving flooding. One involved a resident who left water running for an extended period, resulting in overflow and water dripping into units below. The second incident was related to a plumbing issue, in which a resident had flushed excessive amounts of toilet paper, leading to a clogged pipeline. In both cases, maintenance staff were immediately dispatched to the affected areas. The maintenance team cleaned the flooded units and used a plumbing snake from the parking lot to the affected unit’s pipelines to address the clog. A review of Ivy Park’s maintenance work orders showed that both residents and staff submitted requests related to carpet cleaning and clogged plumbing. These work orders were completed in a timely manner by maintenance staff. Additionally, the former ED stated that carpets are cleaned as needed and shampooed on a regular schedule. Residents interviewed stated that when they submit work order requests, the issues are generally addressed promptly. While not every problem is resolved on the first attempt, maintenance staff are reported to follow up and ensure completion.

Continued on LIC 9099-C

SUPERVISORS NAME: Desaree Perera
LICENSING EVALUATOR NAME: Valeria Conway
LICENSING EVALUATOR SIGNATURE:	DATE: 08/04/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/04/2025

LIC9099 (FAS) - (06/04)

Page: 3 of 4

Control Number 29-AS-20241217100027

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS N.ASC, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364

FACILITY NAME: IVY PARK AT WOODLAND HILLS	FACILITY NUMBER: 195850423
	VISIT DATE: 08/04/2025

NARRATIVE

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Continued from LI 9099-C

Residents also noted that for minor repairs, such as replacing light bulbs, changing broken accessories or fixing broken screens, a formal work order is not always necessary, as these concerns are often resolved on the spot by available staff. With regards to carpet cleaning, residents reported that when requested, carpets are cleaned and shampooed using the community’s own carpet cleaning equipment, and that these requests are generally fulfilled without issue. Based on the information obtained during the investigation, the Department does not have sufficient evidence to corroborate the allegation. Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violations did or did not occur, therefore the above allegation. “Staff are not properly addressing room repairs for residents in care” is deemed Unsubstantiated at this time.

Exit interview was conducted. No citations issued. A copy of the report was issued.

SUPERVISORS NAME: Desaree Perera
LICENSING EVALUATOR NAME: Valeria Conway
LICENSING EVALUATOR SIGNATURE:	DATE: 08/04/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/04/2025

LIC9099 (FAS) - (06/04)

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