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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 197606945
Report Date: 07/03/2026
Date Signed: 07/03/2026 04:58:11 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
06/03/2026 and conducted by Evaluator Noemi Galarza
PUBLIC
COMPLAINT CONTROL NUMBER: 28-AS-20260603103725
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: DATE:
07/03/2026
UNANNOUNCEDTIME BEGAN:
11:51 AM
MET WITH:Chanel Sanchez, Executive DirectorTIME COMPLETED:
05:00 PM
ALLEGATION(S):
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The facility did not address resident council concerns.
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: On 6/4/2026, a physical plant inspection and record review was completed. Copies of resident (R1's) file documents,acivities calendars, and staff and resident rosters were obtained. Three staff were interviewed. A total of seven staff and eight residents were interviewed today. Kitchen diet order were reviewed and additional records were reviewed.

*Narrative continues on LIC 9099C.
Substantiated
Estimated Days of Completion:
SUPERVISORS NAME: Lisa Hicks
LICENSING EVALUATOR NAME: Noemi Galarza
LICENSING EVALUATOR SIGNATURE:

DATE: 07/03/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/03/2026
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 6
Control Number 28-AS-20260603103725
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: 07/03/2026
NARRATIVE
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Allegation: The facility did not address resident council concerns. It is alleged that the resident council did not obtain a response in writing regarding the May 20, 2026 Resident Council Meeting Minutes. During the first facility visit (June 4, 2026), resident council documents were obtained. The May 20, 2026, Resident Council Meeting Minutes did not have an attached "Concern Form" indicating management provided a response to the resident council within 14 calendar days. During today's visit, a copy of the written response was obtained. The response is not dated and the date it was provided to the resident council cannot be confirmed. June 3, 2026 was the 14 calendar day from the May 20, 2026 resident council meeting. Based on record review, on June 4, 2026 no documentation was provided to LPA showing a written response had been provided to the resident council. Therefore, there is sufficient evidence to support the allegation.

Based on record review 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: 07/03/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/03/2026
LIC9099 (FAS) - (06/04)
Page: 2 of 6
Control Number 28-AS-20260603103725
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: 07/03/2026
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Type B
07/24/2026
Section Cited
HSC
1569.157(c)
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Resident-oriented facility council. If a resident council submits written concerns or recommendations, the facility shall respond in writing regarding any action or inaction taken in response to those concerns or recommendations within 14 calendar days. This requirement was not met evidenced by:
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Executive Director agreed to submit a written plan of correction addressing resident council written responses.
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Based on record review, the resident council had a meeting on May 20, 2026. On June 4, 2026 LPA obtained copies of the Resident Council Meeting Minutes. No proof of a written response was provided to LPA on that day. The response obtained today is not dated. This poses a potential health, safety, and personal rights risks 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: 07/03/2026
I acknowledge receipt of this form and understand my appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/03/2026
LIC9099 (FAS) - (06/04)
Page: 3 of 6
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
06/03/2026 and conducted by Evaluator Noemi Galarza
PUBLIC
COMPLAINT CONTROL NUMBER: 28-AS-20260603103725

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: DATE:
07/03/2026
UNANNOUNCEDTIME BEGAN:
11:51 AM
MET WITH:Chanel Sanchez, Executive DirectorTIME COMPLETED:
05:00 PM
ALLEGATION(S):
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Staff did not meet resident's diabetic needs.
Staff did not treat residents with respect.
Facility does not provide activities to residents as advertised.
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Galarza conducted a subsequent complaint visit to investigate the above allegations. The purpose of the visit was discussed with Executive Director Chanel Sanchez.

The investigation consisted of: On 6/4/2026, a physical plant inspection and record review was completed. Copies of resident (R1's) file documents,acivities calendars, and staff and resident rosters were obtained. Three staff were interviewed. A total of seven staff and eight residents were interviewed today. Kitchen diet order were reviewed and additional records were reviewed.

*Narrative continues on LIC 9099C.
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Lisa Hicks
LICENSING EVALUATOR NAME: Noemi Galarza
LICENSING EVALUATOR SIGNATURE:

DATE: 07/03/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/03/2026
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 6
Control Number 28-AS-20260603103725
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: 07/03/2026
NARRATIVE
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Allegation: Staff did not meet resident's diabetic needs. It is alleged that on May 19, 2026, resident (R1) asked night shift staff for orange juice in order to adjust diabetic blood sugar levels, but the resident was told that care staff did not have any orange juice. A total of seven staff were interviewed. All staff denied the allegation. According to staff interviews, night shift staff stated they did not refuse to provide orange juice to R1. Staff said that the facility always has sufficient supply of orange juice that is accessible to all care staff 24 hours a day. The 1st floor storage room has a supply of juice that is accessible to all staff. Staff stated that the medication room carts and medication cart have small orange juice containers. Multiple attempts to interview resident (R1) were made. However, R1 did not respond. A total of eight residents were interviewed. Two (2) out of eight (8) resident said that they have asked staff for orange juice and they were not provided any. The kitchen, medication room, and medication carts were inspected. They all have ample juice supply. The kitchen has a binder with diet orders and a bulletin board. The bulleting board needs to be updated, but the binder has physician orders. There is insufficient information to support the allegation.


Allegation: Staff did not treat residents with respect. The complaint alleges that staff do not treat residents with respect. It was reported that on one occasion a resident called staff for incontinence assistance and the care partner told the resident to "just go" in their diaper because they could not attend the resident at that moment. Additionally, it is alleged that staff are dismissive and disrespectful when addressing resident's concerns at resident council and town hall meetings. All staff denied the allegation. They stated all residents are treated with respect and have no knowledge of any staff mistreating residents. Staff said that there have several occasions where residents have been disrespectful and aggressive towards staff. A total of eight residents were interviewed. One (1) out of eight (8) residents said they are are not treated with dignity and respect. There is insufficient information to support the allegation.


See LIC 9099C
SUPERVISORS NAME: Lisa Hicks
LICENSING EVALUATOR NAME: Noemi Galarza
LICENSING EVALUATOR SIGNATURE:

DATE: 07/03/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/03/2026
LIC9099 (FAS) - (06/04)
Page: 5 of 6
Control Number 28-AS-20260603103725
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: 07/03/2026
NARRATIVE
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Allegation: Facility does not provide activities to residents as advertised. It is alleged that on June 2, 2026 an "Activities Chat" was scheduled at 10:30 AM, and the Resident Engagement Coordinator did not show up to the meeting/activity. According to information obtained, seven residents waited 30 minutes for staff. They notified management, and were then told that the Resident Engagement Coordinator called off. The majority of residents stated they have no issues with activities and confirmed activities are posted and followed, with some exceptions. Staff interviews revealed that the receptionist or business office manager assist with activities if needed. However, on June 2, 2026 no staff attended the scheduled activity. The receptionist stated they start their shift at 10:30 AM, and on the day of the incident they were not informed the Resident Engagement Coordinator had called off. Residents informed front office staff that the activity did not occur because no staff attended. A posted activity calendar was observed. LPA reviewed Community Connections June 2026 Calendar. The "Activities Chat" is listed/scheduled for 10:30 AM. Due to unforeseen circumstances, on June 2, 2026, the staff responsible for the scheduled activity did not work that day. The following day a sign was posted with the rescheduled Activities Chat information. The facility provides an activity calendar and overall adheres to the scheduled activities. There is insufficient evidence to support the allegation.

Based on interviews and record review, the finding indicate that 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: 07/03/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/03/2026
LIC9099 (FAS) - (06/04)
Page: 6 of 6