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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 197609632
Report Date: 04/03/2025
Date Signed: 04/03/2025 01:43:01 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
01/23/2024 and conducted by Evaluator Angela Barutyan
COMPLAINT CONTROL NUMBER: 29-AS-20240123110806
FACILITY NAME:RESERVE AT THOUSAND OAKS, THEFACILITY NUMBER:
197609632
ADMINISTRATOR:SPENCER, ELIZABETHFACILITY TYPE:
740
ADDRESS:3575 N. MOORPARK ROADTELEPHONE:
(805) 492-2471
CITY:THOUSAND OAKSSTATE: CAZIP CODE:
91360
CAPACITY:170CENSUS: 138DATE:
04/03/2025
UNANNOUNCEDTIME BEGAN:
10:05 AM
MET WITH:Elizabeth SpencerTIME COMPLETED:
02:00 PM
ALLEGATION(S):
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Staff are not safeguarding the facility grounds.
Staff do not provide a safe environment for residents.
Staff are not safeguarding the residents’ personal belongings.
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Angela Barutyan arrived at the facility unannounced to conduct a subsequent complaint investigation at 10:05AM. Upon arrival, LPA met with staff and Executive Director (ED) Elizabeth Spencer. Entrance interview conducted.

During today’s visit, LPA Barutyan interviewed one (1) staff and the ED, reviewed and obtained copies of pertinent documents, and conducted a brief physical plant tour. During the initial visit on 01/30/2024, LPA Peraldi obtained copies of pertinent documents, conducted a physical plant tour, and interviewed six (6) residents, five (5) staff, and the ED.

It was alleged that staff are not safeguarding the facility grounds and providing a safe environment for residents due to unlawful entry to private resident apartments.
REPORT CONTINUED ON LIC 9099-C.
Unsubstantiated
Estimated Days of Completion:
SUPERVISOR'S NAME: Kristin HeffernanTELEPHONE: (818) 596-4493
LICENSING EVALUATOR NAME: Angela BarutyanTELEPHONE: 747-922-1234
LICENSING EVALUATOR SIGNATURE:

DATE: 04/03/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/03/2025
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 3
Control Number 29-AS-20240123110806
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: RESERVE AT THOUSAND OAKS, THE
FACILITY NUMBER: 197609632
VISIT DATE: 04/03/2025
NARRATIVE
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It was further stated that residents feel unsafe in their homes. During the initial visit on 01/30/2024, six (6) residents were interviewed, and all residents stated they felt safe and had no safety or security concerns. Residents were aware and had no concerns of entry to their apartments. ED stated that residents are informed during pre-admission orientation and periodically that although resident apartments are private, the facility has the right to enter when needed. All residents get at least one housekeeping service requiring entry to vacuum, take out trash, and maintenance as needed. LPA reviewed the Admission Agreement which states that “Owner and Manager and our authorized representatives shall have the right to enter the Apartment during reasonable hours and without notice for the purpose of repairs and maintenance, improvements, and routine housekeeping and other services required to be provided by us.” LPA also reviewed the Assisted Living Resident Handbook Exhibit “C” which states that “Housekeeping service is provided once a week…If you have valuable ‘breakables’ you are asked to please take them off of your furniture tops before housekeepers dust…When on a Service Plan, housekeepers and/or caregivers will empty trash from your apartment on a daily basis.” The Resident Handbook also states “Staff regularly monitors the entire grounds to ensure your protection. The Community may be required to authorize admittance to your apartment to outside service personnel. Such cases might include emergency service for a plumbing problem, or to satisfy the requirements of a regulatory agency. We will have an appropriate staff person accompany any non-staff personnel who must enter your apartment while you are away. All such entries are approved by the Executive Director.” ED stated that concerns of apartment entry are periodically mentioned during resident town hall meetings, and when the concerns are voiced, the ED reviews the admission agreement and Resident Handbook with residents and explains why such entries are needed. Furthermore, the facility grounds are kept secure at night through a security agency. The security detail patrols twice per evening, locks the property, secures vacant rooms, and drives around the grounds from 2AM-5AM. From 9:30PM-10PM, security does a walkthrough of the buildings and locks all exterior doors. Past 10PM, entry is from the lobby via a doorbell; residents can gain entrance through the key fob assigned to them. All six (6) residents and six (6) staff interviewed had no concerns of safety or security. Based on record review and interview, the information obtained during the investigation does not have sufficient evidence to corroborate the allegations. Although the allegations may have happened or are valid, there is not a preponderance of evidence to prove the alleged violation(s) did or did not occur, therefore the above allegations “Staff are not safeguarding the facility grounds” and “Staff do not provide a safe environment for residents” are deemed UNSUBSTANTIATED at this time.

Report Continued on LIC 9099-C.

SUPERVISOR'S NAME: Kristin HeffernanTELEPHONE: (818) 596-4493
LICENSING EVALUATOR NAME: Angela BarutyanTELEPHONE: 747-922-1234
LICENSING EVALUATOR SIGNATURE:

DATE: 04/03/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/03/2025
LIC9099 (FAS) - (06/04)
Page: 2 of 3
Control Number 29-AS-20240123110806
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: RESERVE AT THOUSAND OAKS, THE
FACILITY NUMBER: 197609632
VISIT DATE: 04/03/2025
NARRATIVE
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It was further alleged that staff are not safeguarding residents’ personal belongings as residents have reported missing items but have been told that facility is not responsible for lost or stolen items. LPA reviewed the Admission Agreement which states, “We shall not be responsible for the loss of any personal property belonging to you due to theft, fire, or any other cause, unless the loss or damage was caused by our negligence or that of our employees.” LPA also reviewed the Resident Handbook which states “The Community makes every effort to provide a safe environment for the residents and their belongings. Personal effects (including, but not limited to, clothing and jewelry) and furniture are not the responsibility of Management. We recommend that these items be insured by the resident.” The Resident Handbook and Admission Agreements have a theft and loss policy in compliance with California Health & Safety Code sections 1569.152-1569.154. The policy states “Any suspected theft or loss should be immediately reported to the Front Desk. Management should make an immediate search for the item(s), conduct an investigation and present the resident or responsible person with a report. Management will notify law enforcement within 36 hours of regarding a theft of $100 or more. Per applicable law, any lost or stolen item with a value of $25 or more shall be documented within 72 hours of discovery.” The Admission Agreement and Resident Handbook state multiple times that the facility recommends residents to obtain insurance for their personal belongings, keep apartment doors locked when away, and place breakable valuables out of reach. All six (6) residents interviewed had no concerns of safeguarding of their personal belongings. Two (2) out of six (6) residents interviewed stated they felt comfortable enough to leave without locking their apartment door. All six (6) staff interviewed had no concerns of facility failing to safeguard resident belongings. Staff were knowledgeable in theft and loss procedures, which include but are not limited to, reporting thefts and losses to Management when learning of them, logging reports, and investigating. Based on record review and interview, the information obtained during the investigation 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 violation did or did not occur, therefore the above allegation “Staff are not safeguarding the residents’ personal belongings” is deemed UNSUBSTANTIATED at this time.

No deficiencies cited at this time. Exit interview conducted. A copy of the report was issued.

SUPERVISOR'S NAME: Kristin HeffernanTELEPHONE: (818) 596-4493
LICENSING EVALUATOR NAME: Angela BarutyanTELEPHONE: 747-922-1234
LICENSING EVALUATOR SIGNATURE:

DATE: 04/03/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/03/2025
LIC9099 (FAS) - (06/04)
Page: 3 of 3