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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 197606945
Report Date: 03/17/2026
Date Signed: 03/17/2026 05:22:47 PM

Substantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 1000 CORPORATE CNTR DR. ST 500
MONTEREY PARK, CA 91754
This is an official report of an unannounced visit/investigation of a complaint received in our office on
03/02/2026 and conducted by Evaluator Noemi Galarza
PUBLIC
COMPLAINT CONTROL NUMBER: 28-AS-20260302104128
FACILITY NAME:BROOKDALE CENTRAL WHITTIERFACILITY NUMBER:
197606945
ADMINISTRATOR:CHANEL SANCHEZFACILITY TYPE:
740
ADDRESS:8101 S PAINTER AVETELEPHONE:
(562) 698-0596
CITY:WHITTIERSTATE: CAZIP CODE:
90602
CAPACITY:92CENSUS: 53DATE:
03/17/2026
UNANNOUNCEDTIME BEGAN:
02:00 PM
MET WITH:Chanel Sanchez, Executive DirectorTIME COMPLETED:
05:20 PM
ALLEGATION(S):
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Staff embarrassed and humiliated a resident.
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Galarza conducted an initial 10-day complaint visit to investigate the above allegations. The purpose of the visit was discussed with Executive Director Chanel Sanchez.

The investigation consisted of: LPA reviewed documents and interviewed 7 staff and 10 residents. Two (2) resident records [Admission Agreement, Preplacement Appraisal, Assessment Summary], Resident Council Meeting (2/18/26), Care Partner job description, LIC 500 Personnel Report, resident roster, and Resident's Policy and Care Plan Description were obtained.


*Narrative continues next page.

Substantiated
Estimated Days of Completion:
SUPERVISORS NAME: Lisa Hicks
LICENSING EVALUATOR NAME: Noemi Galarza
LICENSING EVALUATOR SIGNATURE:

DATE: 03/17/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/17/2026
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 5
Control Number 28-AS-20260302104128
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 1000 CORPORATE CNTR DR. ST 500
MONTEREY PARK, CA 91754
FACILITY NAME: BROOKDALE CENTRAL WHITTIER
FACILITY NUMBER: 197606945
VISIT DATE: 03/17/2026
NARRATIVE
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Allegation: Staff embarrassed and humiliated a resident. It is alleged that on February 25, 2026, during the Town Hall meeting the Health & Wellness Director embarrassed and humiliated resident (R1) in front of residents and staff in attendance by responding inappropriately to the resident's concern regarding staff not putting away incontinence wipes in the closet. Resident (R1) stated the staff member's response was humiliating and dismissive. Based on staff and resident interviews, during the town hall meeting R1 addressed to Administration staff concerns brought up during the previous week's resident council meeting. For instance, R1 informed Administration staff that staff had been leaving incontinence wipe packs on the floor, and expressed that staff should put them away in the closet to afford residents dignity. The findings indicate that the Wellness Director's response was inappropriate because they told R1 that family should assist with that, and that care staff are not obligated to do things for residents that they are not paying for. Interviews revealed, that R1 felt humiliated and began to cry in front of all in attendance. Therefore, the allegation is supported.


Based on observation and interviews conducted the preponderance of evidence standard has been met, therefore the above allegation is found to be SUBSTANTIATED. Pursuant to Title 22, California Code of Regulations, a deficiency was cited.

An exit interview conducted, copy of the report and appeal rights was provided to Executive Director Chanel Sanchez.
SUPERVISORS NAME: Lisa Hicks
LICENSING EVALUATOR NAME: Noemi Galarza
LICENSING EVALUATOR SIGNATURE:

DATE: 03/17/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/17/2026
LIC9099 (FAS) - (06/04)
Page: 2 of 5
Control Number 28-AS-20260302104128
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 1000 CORPORATE CNTR DR. ST 500
MONTEREY PARK, CA 91754

FACILITY NAME: BROOKDALE CENTRAL WHITTIER
FACILITY NUMBER: 197606945
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 03/17/2026
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Request Denied
Type B
03/31/2026
Section Cited
CCR
87468.1(a)(3)
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Personal Rights of Residents in All Facilities. Residents in all residential care facilities for the elderly shall have all of the following personal rights: To be free from punishment, humiliation, intimidation, abuse, or other actions of a punitive nature, such as withholding residents’ money or interfering with daily living functions such as eating, sleeping, or elimination.
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Executive Director agreed to provide Personal Rights and Price Schedule training to Administration and caregiver staff.

Submit proof of training.
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This requirement was not met evidenced by:
During the 2/25/2026 Town Hall meeting, resident (R1) was humiliated by a staff person when they brought up incontinence wipes packs being left out and not put away by staff. This poses a potential health, safety, and personal risk to persons in care.
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Failure to correct the cited deficiency(ies), on or before the Plan of Correction (POC) due date, may result in a civil penalty assessment.
SUPERVISORS NAME: Lisa Hicks
LICENSING EVALUATOR NAME: Noemi Galarza
LICENSING EVALUATOR SIGNATURE:

DATE: 03/17/2026
I acknowledge receipt of this form and understand my appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/17/2026
LIC9099 (FAS) - (06/04)
Page: 3 of 5
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 1000 CORPORATE CNTR DR. ST 500
MONTEREY PARK, CA 91754
This is an official report of an unannounced visit/investigation of a complaint received in our office on
03/02/2026 and conducted by Evaluator Noemi Galarza
PUBLIC
COMPLAINT CONTROL NUMBER: 28-AS-20260302104128

FACILITY NAME:BROOKDALE CENTRAL WHITTIERFACILITY NUMBER:
197606945
ADMINISTRATOR:CHANEL SANCHEZFACILITY TYPE:
740
ADDRESS:8101 S PAINTER AVETELEPHONE:
(562) 698-0596
CITY:WHITTIERSTATE: CAZIP CODE:
90602
CAPACITY:92CENSUS: 53DATE:
03/17/2026
UNANNOUNCEDTIME BEGAN:
02:00 PM
MET WITH:Chanel Sanchez, Executive DirectorTIME COMPLETED:
05:20 PM
ALLEGATION(S):
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Staff did not afford a resident privacy.
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Galarza conducted a subsequent complaint visit to investigate the above allegation. The purpose of the visit was discussed with Executive Director Chanel Sanchez.

The investigation consisted of: LPA reviewed documents and interviewed 7 staff and 10 residents. Two (2) resident records [Admission Agreement, Preplacement Appraisal, Assessment Summary], Resident Council Meeting (2/18/26), Care Partner job description, LIC 500 Personnel Report, resident roster, and Resident's Policy and Care Plan Description were obtained.


*Narrative continues next page.
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Lisa Hicks
LICENSING EVALUATOR NAME: Noemi Galarza
LICENSING EVALUATOR SIGNATURE:

DATE: 03/17/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/17/2026
This report must be available at Child Care and Group Home facilities for public review for 3 years.
LIC9099 (FAS) - (06/04)
Page: 4 of 5
Control Number 28-AS-20260302104128
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 1000 CORPORATE CNTR DR. ST 500
MONTEREY PARK, CA 91754
FACILITY NAME: BROOKDALE CENTRAL WHITTIER
FACILITY NUMBER: 197606945
VISIT DATE: 03/17/2026
NARRATIVE
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Allegation: Staff did not afford a resident privacy. It is alleged that overnight staff did not afford R1 privacy because they entered the room to take out the bathroom trash in the middle of the night, but the resident is independent and does not require night checks. A total of 11 residents were interviewed. Resident (R1) stated the overnight staff person entered the room without permission, did not check on the resident, and collected the bathroom trash and left, which caused sleep disturbance. A total of 10 residents were interviewed, of which 3 residents stated that staff enter the rooms at night to empty out the trash, and it disturbs their sleep. All staff denied the allegation. They stated that there was a recent incident in which a medication technician staff covered an overnight shift, and they checked in on all residents, and took the trash out of the rooms. Staff stated night shift are responsible for checking in on residents that require night checks due to incontinence care and/or other needs, and respond to call lights, and clean. All staff stated the aforementioned incident was an isolated incident, and staff always knock prior to entering a resident's room and always respect resident's privacy. There is insufficient evidence to support the allegation.

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 with Executive Director Chanel Sanchez. A copy of the report was issued.
SUPERVISORS NAME: Lisa Hicks
LICENSING EVALUATOR NAME: Noemi Galarza
LICENSING EVALUATOR SIGNATURE:

DATE: 03/17/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/17/2026
LIC9099 (FAS) - (06/04)
Page: 5 of 5