197603560-8-11-2022-29-AS-JAPL-CJ92L2-20220913172848

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 197603560
Report Date: 08/10/2022
Date Signed: 08/11/2022 08:30:29 AM

Unsubstantiated

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 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
06/02/2022 and conducted by Evaluator Sandra Urena

COMPLAINT CONTROL NUMBER: 29-AS-20220602103108

FACILITY NAME:	COURTYARD PLAZA		FACILITY NUMBER:	197603560
ADMINISTRATOR:	EVELINA PAPAZYAN		FACILITY TYPE:	740
ADDRESS:	6951 LENNOX AVENUE		TELEPHONE:	(818) 780-5005
CITY:	VAN NUYS	STATE: CA	ZIP CODE:	91405
CAPACITY:	195	CENSUS: 73	DATE:	08/10/2022
		UNANNOUNCED	TIME BEGAN:	10:30 AM
MET WITH:	Evelina Papzyan		TIME COMPLETED:	04:52 PM

ALLEGATION(S):

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Staff makes inappropriate comments towards resident.
The administrator is raising many residents monthly rate without justification.
The administrator is failing to provide residents receipts for payment of the monthly rate.

INVESTIGATION FINDINGS:

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On 08/10/2022, Licensing program Analyst (LPA), Sandra Urena conducted a subsequent unannounced visit to investigate the allegations named above. The LPA met with the Administrator at 10:25 a.m., and explained the reason for the visit. During today’s visit the LPA conducted additional residents' interviews from 10:40 a.m. to 11:25 a.m. and staff at 1:45 p.m.

On 06/10/2022, Licensing program Analyst (LPA), Sandra Urena conducted an initial 10-day unannounced visit to investigate the allegations named above. LPA Urena arrived at the facility at 10:12 a.m., met with Director Evelina Papazyan, and explained the reason for the visit. At 10:20 a.m., the LPA, and the Director conducted a brief tour of the facility. The LPA conducted record review at 10:45 a.m., and interviewed staff and residents from11:45 a.m. to 2:15 p.m. Further investigation is needed prior to issuing findings.

Unsubstantiated

Estimated Days of Completion:

SUPERVISOR'S NAME: Jeralyn Ann Pfannenstiel	TELEPHONE: (818) 596-4343
LICENSING EVALUATOR NAME: Sandra Urena	TELEPHONE: 747-230-3919
LICENSING EVALUATOR SIGNATURE:	DATE: 08/10/2022

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/10/2022

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 29-AS-20220602103108

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

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

FACILITY NAME: COURTYARD PLAZA	FACILITY NUMBER: 197603560
	VISIT DATE: 08/10/2022

NARRATIVE

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Staff makes inappropriate comments towards resident.
On the allegation, ‘Staff makes inappropriate comments towards resident’. It is alleged that staff makes comments about residents’ ability to pay rent. The LPA interviewed residents from 10:45 a.m. to 11:15 a.m. about staff making inappropriate comments to residents. Ten out of 11 residents stated that staff are cordial and that they are treated well. Two out of 11 residents stated that they rarely interact with some of the staff, and more often with other staff. Residents have not heard staff make comments about the residents’ ability to pay their rent. Residents interviewed stated that they try to pay their rent on time, and have not heard inappropriate comments from staff. Interview with the administrator revealed that they have met with some residents, in a private setting to discuss back due rent, and has attempted to give guidance about prioritizing paying the rent on time.

Based on the information gathered through the interviews, there is insufficient evidence to support the claim that staff makes inappropriate comments about residents’ ability to pay the rent. Therefore, this allegation is deemed UNSUBSTANTIATED at this time.

The administrator is raising many residents monthly rate without justification.

On the allegation, ‘The administrator is raising many residents monthly rate without justification’. It is alleged that the administrator is increasing some people’s rent, and no one can afford to pay more, and threatening residents with an eviction notice if they don’t pay the new increased amount. The LPA interviewed eleven (11) residents about the rent being increased. Ten (10) residents stated that when the rent is going up, they typically get a 60-day notice. Residents stated that the letter they receive says that the rent is being raised due to the ‘cost of living’. The LPA conducted a file review of eleven (11) residents’ files, and found that residents receive a letter stating the new amount for the rent. The letters found in the file review, gave residents a 60-day notice, stating the reason for the increase, that being the cost of inflation to run the facility, and cost of living. File review revealed that the Admission Agreement states that residents will receive a Termination 30-day notice if the resident fails to pay in full the monthly rent, within ten (10) days after the due date. The file review revealed that the residents are aware that the termination of services may happen, via their signature in the Admission Agreement. The LPA interviewed the administrator about the rent increase notices given to residents, and the administrator revealed that the rent increase is as stated in the 60-day notice.

SUPERVISOR'S NAME: Jeralyn Ann Pfannenstiel	TELEPHONE: (818) 596-4343
LICENSING EVALUATOR NAME: Sandra Urena	TELEPHONE: 747-230-3919
LICENSING EVALUATOR SIGNATURE:	DATE: 08/10/2022

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/10/2022

LIC9099 (FAS) - (06/04)

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Control Number 29-AS-20220602103108

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

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

FACILITY NAME: COURTYARD PLAZA	FACILITY NUMBER: 197603560
	VISIT DATE: 08/10/2022

NARRATIVE

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Additionally, the administrator stated that the termination of services is stated in the admission agreement that the residents or their responsible parties sign.

Based on the information gathered through the interviews, and record review, it was found that the residents are aware, and informed about the rent increase by receiving a 60-day notice, and about the termination of services based on the admission agreement signed by the residents themselves, or by their responsible parties. There is insufficient evidence to support the claim that the ‘administrator is raising many residents monthly rate without justification’. Therefore, this allegation is deemed UNSUBSTANTIATED at this time.

The administrator is failing to provide residents receipts for payment of the monthly rate.

On the allegation, ‘The administrator is failing to provide residents with receipts for payment of the monthly rate’. It is alleged that the administrator does not provide a receipt to residents when they pay their rent, even after residents request a receipt’. The LPA interviewed eleven (11) residents about receiving a receipt for the monthly rent paid. Ten (10) out of eleven residents stated that they do get a receipt, whether they one want one or not. One resident stated that they request not only a receipt, but also a photocopy of the receipt and the check together. The Staff #1(S1), interview revealed that residents who pay in person typically pay with a cashiers check. If S1 is not available, then typically another staff will receive the payment. If the resident is in a hurry, and cannot wait for the receipt, then the staff puts the receipt in the resident’ mailbox, and the resident can come back later to retrieve it. Record review for the months of April, May, and June, for ten (10) residents, revealed that copies of the receipts are kept in the office. The original is given to the residents.

Based on the information gathered through the interviews, and record review, it was found that the residents receive a receipt for the rent payments. There is insufficient evidence to support the claim that the ‘The administrator is failing to provide residents with receipts for payment of the monthly rate’. Therefore, this allegation is deemed UNSUBSTANTIATED at this time.

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

SUPERVISOR'S NAME: Jeralyn Ann Pfannenstiel	TELEPHONE: (818) 596-4343
LICENSING EVALUATOR NAME: Sandra Urena	TELEPHONE: 747-230-3919
LICENSING EVALUATOR SIGNATURE:	DATE: 08/10/2022

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/10/2022

LIC9099 (FAS) - (06/04)

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