197610020-4-29-2026-31-AS-NGID-DU8Q4X-20260519115101

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 197610020
Report Date: 04/29/2026
Date Signed: 04/29/2026 03:32:51 PM

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., STE. 250
WOODLAND HILLS, CA 91364

This is an official report of an unannounced visit/investigation of a complaint received in our office on
04/23/2026 and conducted by Evaluator Angela Panushkina

COMPLAINT CONTROL NUMBER: 31-AS-20260423154226

FACILITY NAME:	MONTARE AT THE LAKE		FACILITY NUMBER:	197610020
ADMINISTRATOR:	DENISE OJARIGI		FACILITY TYPE:	772
ADDRESS:	17801 TWILIGHT LANE		TELEPHONE:	(934) 867-8394
CITY:	ENCINO	STATE: CA	ZIP CODE:	91316
CAPACITY:	6	CENSUS: 5	DATE:	04/29/2026
		UNANNOUNCED	TIME BEGAN:	11:00 AM
MET WITH:	Denise Ojarigi, Chief Operating Officer (COO)		TIME COMPLETED:	03:15 PM

ALLEGATION(S):

1
2
3
4
5
6
7
8
9

Staff are retaliating against resident for filing a complaint
Staff are not treating resident with dignity

INVESTIGATION FINDINGS:

1
2
3
4
5
6
7
8
9
10
11
12
13

At 11:00am, Licensing Program Analyst (LPA), Angela Panushkina conducted an unannounced visit in response to the above-mentioned allegations. LPA met with the Program Director, Cassandra Ramirez, and Denise Ojarigi Chief Operating Officer (COO) and explained the reason for the visit.

At 11:05am, LPA requested clients and staff roster. At 11:10am, LPA requested copies of pertinent information which include, but not limited to Admission Agreement, Physicians Report, Appraisal Needs and Services Plan, Facility Policies and Procedures, Staff Training, etc. relevant to the investigation. At approximately 11:20am, LPA conducted a physical plant tour. Between 11:30am – 1:15pm, LPA conducted an interview with the Chief Operating Officer (COO), Program Director, Mental Health Technician, and five (5) clients.

Continue on LIC9099-C

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Nichelle Gillyard
LICENSING EVALUATOR NAME: Angela Panushkina
LICENSING EVALUATOR SIGNATURE:	DATE: 04/29/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/29/2026

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 2

Control Number 31-AS-20260423154226

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., STE. 250
WOODLAND HILLS, CA 91364

FACILITY NAME: MONTARE AT THE LAKE	FACILITY NUMBER: 197610020
	VISIT DATE: 04/29/2026

NARRATIVE

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32

Allegation: Staff are retaliating against residents for filing a complaint

It was alleged that C1 is being retaliated against for filing a complaint. During the visit LPA was informed that C1 was discharged on 04/27/2026. Chief Operating Officer (COO) and Program Director interviewed denied the above allegation and informed LPA that all staff (prior to employment) must complete necessary training on basic services and mandated reporting. Additionally, LPA was informed that the clients are entitled to file complaints whenever they wish and remain anonymous and no retaliation of any kind can or will be used against them. Mental Health Technician interviewed confirmed the statement provided by the Program Director and COO. Five (5) clients interviewed expressed no concern regarding this allegation. Lastly, LPA conducted review of facility surveillance footage for 04/22/26 at 7:18am, where C1 is interacting with S1 and 04/14/26 at 11:26am, where C1 is interacting with S2, and observed that both staff members’ interaction with C1 was on a professional level. Therefore, based on interviews and LPA observation this allegation is deemed Unsubstantiated, at this time.

Allegation: Staff are not treating residents with dignity

To investigate this allegation, LPA conducted an interview with the Chief Operating Officer (COO), Program Director and Mental Health Technician and all parties interviewed denied the above allegation and informed LPA that all staff are very well trained and always treat clients with dignity and respect. Five (5) clients interviewed expressed no concerns regarding this allegation and informed LPA that they “Absolutely love” this place and that the staff are amazing and provide excellent care to all clients with dignity and respect. During today’s visit, LPA observed all staff being very professional and respectful with five (5) clients. Therefore, based on interviews and LPA observation this allegation is deemed Unsubstantiated, at this time.

No deficiency issued during today's visit.

Exit interview conducted and copy of this report signed and delivered.

SUPERVISORS NAME: Nichelle Gillyard
LICENSING EVALUATOR NAME: Angela Panushkina
LICENSING EVALUATOR SIGNATURE:	DATE: 04/29/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/29/2026

LIC9099 (FAS) - (06/04)

Page: 2 of 2