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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 197610332
Report Date: 02/05/2025
Date Signed: 02/05/2025 01:19:06 PM

Unsubstantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT
CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
N LA & CEN COA AC/SC, 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
01/06/2025 and conducted by Evaluator Evelin Rios
COMPLAINT CONTROL NUMBER: 31-AS-20250106151956
FACILITY NAME:PEOPLE'S CARE LANCASTER C12FACILITY NUMBER:
197610332
ADMINISTRATOR:CORTES, CRYSTALFACILITY TYPE:
738
ADDRESS:8543 W AVENUE C12TELEPHONE:
(909) 287-3557
CITY:LANCASTERSTATE: CAZIP CODE:
93536
CAPACITY:4CENSUS: 2DATE:
02/05/2025
UNANNOUNCEDTIME BEGAN:
12:30 PM
MET WITH:Administrator, Crystal CortesTIME COMPLETED:
01:30 PM
ALLEGATION(S):
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Staff mistreated resident.
INVESTIGATION FINDINGS:
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At 12:30 p.m., Licensing Program Analyst (LPA) Evelin Rios arrived at the facility mentioned above to conduct an unannounced subsequent complaint visit. LPA met Yolanda Pickens the Assistant Administrator. LPA explained the reason for this visit was to interview Client #2 (C2) and deliver a determination on the above allegation. LPA interviewed Client #2(C2) at approximately 12:35 p.m. LPA also met with the Administrator, Crystal Cortes.

Allegation: Staff mistreated resident. It was alleged that staff bent Client #1's (C1's) right hand into an unnatural position, hit C1 on the head with a stuffed animal and a shoe, pulled C1's hair, and squeezed C1's cheeks excessively while attempting to remove an object from C1's mouth. To investigate the allegation, LPA Rios conducted an initial unannounced complaint visit on 01/07/2025. LPA interviewed one (1) of two (2) clients, three (3) of four (4) staff members present, the administrator, and the assistant administrator.

(Continue to LIC9099-C)
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Eva Miller
LICENSING EVALUATOR NAME: Evelin Rios
LICENSING EVALUATOR SIGNATURE:

DATE: 02/05/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/05/2025
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 31-AS-20250106151956
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)
CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
N LA & CEN COA AC/SC, 21731 VENTURA BLVD., STE. 250
WOODLAND HILLS, CA 91364
FACILITY NAME: PEOPLE'S CARE LANCASTER C12
FACILITY NUMBER: 197610332
VISIT DATE: 02/05/2025
NARRATIVE
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(Continued from LIC9099) On 01/07/2025, at approximately 10:20 a.m., LPA obtained copies of the Register of Facility Clients (LIC9020), Personnel Report (LIC500), 24-hour staff schedule, staff weekly schedule, three (3) staff Personnel Records (LIC501) with identification, text/picture messages and the Facility Program Description regarding Emergency/Crisis Intervention.

LPA also obtained copies of and reviewed the following documents for C1: Individual Program Plan (IPP), Individual Behavior Support Plan (IBSP), Physician’s Report, 12/04/2024 Special Incident Report (SIR), ISP Data Collection from 01/01/2025, and Behavior Intervention Snapshot. Additionally, LPA reviewed the incident report that the facility provided to the Community Care Licensing Division (CCLD) when they self-reported an incident involving C1 and PM staff. On 01/10/2025, and 01/21/2025, LPA conducted collateral visits and interviewed three (3) staff members, including Staff #3 (S3). LPA also conducted telephonic interviews with Staff #1 (S1) at 1:14 p.m. on 01/14/2025, Staff #2 (S2) at 1:30 p.m. on 01/21/2025, and Staff #4 (S4) at 2:28 p.m. on 01/23/2025.

LPA review of C1’s IPP and IBSP revealed C1 can engage in unsafe behavior, such as hitting and biting others. C1 can also engage in self injurious behavior such biting and scratching themselves. On 12/04/2024 it was reported via SIR that C1 had swallowed an item causing the facility to implement a plan to remove items smaller than a tennis ball from C1 possessions. Review of SIR for 01/01/2025 the facility self reported an allegation had been made and on 01/01/2025, that identified S1, S2 and S3 as the staff that engaged in mistreatment of C1. LPA’s interview with C1, C1 affirmed the incident occurred as alleged involving the staff identified. LPA interview with two (2) other staff that were present on the day in question deny witnessing S1, S2 and S3 engaging with C1 as described in the allegation. LPA’s Interview with S1, S2 and S3 deny the allegation and corroborate C1 was engaging in unsafe behavior causing them to use blocking and redirection techniques and removing more items from C1’s room that they believed could cause harm to C1 or items C1 could swallow. Interviews with four (4) out of five (5) staff on shift and present on 01/01/2025 corroborate S2 did attempt to remove a tassel from C1's mouth but did not corroborate S2 had squeezed C1's cheeks excessively. LPA’s interview with the administrator, assistant administrator and four (4) randomly selected staff who worked on different shifts on the day in question and next day corroborate C1 disclosed to them the allegation at different times and the claim was consistent. Interviews with the four (4) randomly selected staff who worked on different shifts had not witnessed a prior incident as the one described in the allegation involving C1 and S1, S2 or S3.

(Continued from LIC9099-C) (Page 2 of 3)

SUPERVISORS NAME: Eva Miller
LICENSING EVALUATOR NAME: Evelin Rios
LICENSING EVALUATOR SIGNATURE:

DATE: 02/05/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/05/2025
LIC9099 (FAS) - (06/04)
Page: 2 of 3
Control Number 31-AS-20250106151956
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)
CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
N LA & CEN COA AC/SC, 21731 VENTURA BLVD., STE. 250
WOODLAND HILLS, CA 91364
FACILITY NAME: PEOPLE'S CARE LANCASTER C12
FACILITY NUMBER: 197610332
VISIT DATE: 02/05/2025
NARRATIVE
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(Continued from LIC9099-C) LPA’s review of IPP and IBSP revealed C1 my engage in false allegations or untrustworthy behavior however, staff interviews note false claims are mostly relating to hygiene or only involve C1’s actions. LPA’s review of pictures taken on the day of the incident revealed injuries are consistent with self-injuries behavior documented for C1. Although the allegation may have happened or is valid their insufficient evidence to support the allegation of ‘Staff mistreated resident’. Therefore, the allegation is deemed Unsubstantiated.

(Page 3 of 3)

Exit interview conducted. Copy of report provided.

SUPERVISORS NAME: Eva Miller
LICENSING EVALUATOR NAME: Evelin Rios
LICENSING EVALUATOR SIGNATURE:

DATE: 02/05/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/05/2025
LIC9099 (FAS) - (06/04)
Page: 3 of 3