197609632-5-18-2026-29-AS-DPEA-DVEN3X-20260626100700

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 197609632
Report Date: 05/18/2026
Date Signed: 05/18/2026 02:40:28 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, 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
04/07/2026 and conducted by Evaluator Zabel Chochian

COMPLAINT CONTROL NUMBER: 29-AS-20260407115058

FACILITY NAME:	RESERVE AT THOUSAND OAKS, THE		FACILITY NUMBER:	197609632
ADMINISTRATOR:	SPENCER, ELIZABETH		FACILITY TYPE:	740
ADDRESS:	3575 N. MOORPARK ROAD		TELEPHONE:	(805) 492-2471
CITY:	THOUSAND OAKS	STATE: CA	ZIP CODE:	91360
CAPACITY:	170	CENSUS: 150	DATE:	05/18/2026
		UNANNOUNCED	TIME BEGAN:	01:00 PM
MET WITH:	Elizabeth Spencer, Executive Director		TIME COMPLETED:	02:40 PM

ALLEGATION(S):

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Staff do not ensure that outside vendors maintain resident privacy during the provision of services.

INVESTIGATION FINDINGS:

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Licensing Program Analyst (LPA) Zabel Chochian conducted a subsequent complaint visit to the facility to deliver investigation report. Upon arrival LPA met with the Executive Director (ED) Elizabeth Spencer. Reason for the visit was explained.

On 04/07/2026, Community Care Licensing Division received the above complaint allegations. Information was received that on 03/18/2026 resident #1’s apartment front back door was open with two men standing in the resident’s apartment near the back door. It was reported that the men were painting contractors who had been let in by the maintenance supervisor. In addition, on a previous date an employee of the facility used their key and entered resident #1’s apartment without any notice. The employee had gone in to check on the resident because they had not gone to the monthly wellness clinic.

During the initial visit on 04/15/2026, LPA met with the ED and discussed the allegation. (Cont.to LIC9099c)

Substantiated

Estimated Days of Completion:

SUPERVISORS NAME: Desaree Perera
LICENSING EVALUATOR NAME: Zabel Chochian
LICENSING EVALUATOR SIGNATURE:	DATE: 05/18/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/18/2026

This report must be available at Child Care and Group Home facilities for public review for 3 years.

LIC9099 (FAS) - (06/04)

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Control Number 29-AS-20260407115058

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: RESERVE AT THOUSAND OAKS, THE	FACILITY NUMBER: 197609632
	VISIT DATE: 05/18/2026

NARRATIVE

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Discussion was held about how the facility ensures residents privacy and safety with outside vendor services. ED stated that they provide advance notice to residents of any projects in place that involves resident unit access. ED stated that they send out letters and call residents to provide a date and time frame when any work is scheduled. LPA also toured the outer buildings (B, C, D, E, F, G) and conducted interviews with random residents. Total of fifteen (15) residents were interviewed by LPA from approximately 12pm-3:30pm.

Following is a summary of the investigation findings:

Regarding allegation “Staff do not ensure that outside vendors maintain resident privacy during the provision of services”. Interviews conducted with staff and resident revealed that the facility had outside vendor painters conduct work on residents apartment unit in the month of 3/2026. It was reported that the non-staff personnel working on resident apartments painting the doors were not accompanied by facility staff and were allowed access to the resident units. On 3/18/2026, non-personnel staff (painters) were given access to resident #1’s unit while resident were in their room sleeping. Interviews conducted revealed that although the facility notified residents of the projected work the facility did not ensure residents safety and left the contractors unsupervised in resident #1’s apartment while residents were sleeping.

Based on the above information gathered, allegation “Staff do not ensure that outside vendors maintain resident privacy during the provision of services” is deemed substantiated at this time.

Pursuant to Title 22 of the CA Code of Regulations, the following deficiency was cited (refer to LIC 809-D): Exit interview conducted. A copy of the report and appeal rights were reviewed and provided.

SUPERVISORS NAME: Desaree Perera
LICENSING EVALUATOR NAME: Zabel Chochian
LICENSING EVALUATOR SIGNATURE:	DATE: 05/18/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/18/2026

LIC9099 (FAS) - (06/04)

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Control Number 29-AS-20260407115058

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: RESERVE AT THOUSAND OAKS, THE	FACILITY NUMBER: 197609632
DEFICIENCY INFORMATION FOR THIS PAGE:	VISIT DATE: 05/18/2026

Deficiency Type POC Due Date / Section Number	DEFICIENCIES		PLAN OF CORRECTIONS(POCs)
Type B 05/01/2026 Section Cited CCR 87468.1(a)2	1 2 3 4 5 6 7	Personal Rights of Residents in All Facilities:(a) Residents in all residential care facilities for the elderly shall have all of the following personal rights: (2)To be accorded safe, healthful and comfortable accommodations...	1 2 3 4 5 6 7	Executive Director (ED)stated that they discussed the issue with the Maintence Director and will be providing in-service to staff by 05/29/2026. Copy inservice will be sent to LPA by
	8 9 10 11 12 13 14	Based on interviews conducted with residents, the licensee did not comply with the section cited above, as outside agency contractors (painters) were allowed access to resident units without supervision and without making sure resident was aware that the contractors will be working in the unit.	8 9 10 11 12 13 14
	1 2 3 4 5 6 7		1 2 3 4 5 6 7
	1 2 3 4 5 6 7		1 2 3 4 5 6 7

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: Desaree Perera
LICENSING EVALUATOR NAME: Zabel Chochian
LICENSING EVALUATOR SIGNATURE:	DATE: 05/18/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/18/2026

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, 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
04/07/2026 and conducted by Evaluator Zabel Chochian

COMPLAINT CONTROL NUMBER: 29-AS-20260407115058

FACILITY NAME:	RESERVE AT THOUSAND OAKS, THE		FACILITY NUMBER:	197609632
ADMINISTRATOR:	SPENCER, ELIZABETH		FACILITY TYPE:	740
ADDRESS:	3575 N. MOORPARK ROAD		TELEPHONE:	(805) 492-2471
CITY:	THOUSAND OAKS	STATE: CA	ZIP CODE:	91360
CAPACITY:	170	CENSUS: 150	DATE:	05/18/2026
		UNANNOUNCED	TIME BEGAN:	01:00 PM
MET WITH:	Elizabeth Spencer, Executive Director		TIME COMPLETED:	02:40 PM

ALLEGATION(S):

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9

Staff do not ensure residents' have privacy in their bedroom

INVESTIGATION FINDINGS:

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13

Licensing Program Analyst (LPA) Zabel Chochian conducted a subsequent complaint visit to the facility to deliver investigation report. Upon arrival LPA met with the Executive Director (ED) Elizabeth Spencer. Reason for the visit was explained.

On 04/07/2026, Community Care Licensing Division received the above complaint allegation. Information was received that an employee of the facility used their key and entered resident #1’s apartment without any notice. During the initial visit on 04/15/2026, LPA met with the ED and discussed the allegations. LPA toured the outer buildings (B, C, D, E, F, G) and conducted interviews with random residents. Total of fifteen (15) residents were interviewed by LPA from approximately 12pm-3:30pm. LPA also conducted staff interviews on 05/18/2026.

Following is a summary of the investigation finding: Regarding allegation “Staff do not ensure residents' have privacy in their bedroom”: Interview was conducted with staff and residents. (Continue to LIC9099c)

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Desaree Perera
LICENSING EVALUATOR NAME: Zabel Chochian
LICENSING EVALUATOR SIGNATURE:	DATE: 05/18/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/18/2026

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 29-AS-20260407115058

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: RESERVE AT THOUSAND OAKS, THE	FACILITY NUMBER: 197609632
	VISIT DATE: 05/18/2026

NARRATIVE

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Staff interviewed reported that they will always knock before entering resident units. Staff stated that they would knock at least three (3) to four (4) times and if the resident does not answer they would use their key to enter residents room for safety check. According to staff there is a three-knock rule that all staff follow. ED reported that if residents don’t respond staff will enter to ensure residents’ safety. Regarding this allegation it was reported that a staff #1 entered resident #1’s unit without permission and did not wait for a response. According to resident they did not hear the staff knocking and staff entered the resident’s unit while resident was in the restroom. Staff recalled the incident and stated that they were checking on the residents since they did not show up for the monthly wellness clinic. According to staff this wellness check is mandatory. Staff stated that they were conducting a wellness check and when resident did not answer they open the door and called out for the resident without entering the unit. Staff reported the resident was just getting out of the restroom, so they waited by the door. Resident #1 confirmed that the facility staff never entered their bedroom. Interview conducted with additional residents shared that the staff always knock and call out to the residents before entering their unit.

Based on the above information gathered although the allegation may be valid, there is insufficient evidence to support the allegation or that a violation occurred; therefore, the allegation “Staff do not ensure residents' have privacy in their bedroom” is deemed unsubstantiated at this time.

Exit interview conducted. Copy of report provided.

SUPERVISORS NAME: Desaree Perera
LICENSING EVALUATOR NAME: Zabel Chochian
LICENSING EVALUATOR SIGNATURE:	DATE: 05/18/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/18/2026

LIC9099 (FAS) - (06/04)

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