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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 197610370
Report Date: 03/21/2025
Date Signed: 03/21/2025 02:17:52 PM

Unsubstantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS S.RO, 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
03/11/2025 and conducted by Evaluator Raymond Comer
COMPLAINT CONTROL NUMBER: 31-AS-20250311153509
FACILITY NAME:MELROSE GARDENSFACILITY NUMBER:
197610370
ADMINISTRATOR:VILLEGAS, MARCOFACILITY TYPE:
740
ADDRESS:960 N. MARTEL AVENUETELEPHONE:
(323) 876-1746
CITY:LOS ANGELESSTATE: CAZIP CODE:
90046
CAPACITY:100CENSUS: 52DATE:
03/21/2025
UNANNOUNCEDTIME BEGAN:
09:15 AM
MET WITH:Marco VillegasTIME COMPLETED:
02:30 PM
ALLEGATION(S):
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Staff do not answer the facility telephone-
INVESTIGATION FINDINGS:
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On Friday, 03/21/25, Licensing Program Analyst, (LPA) Raymond Comer, conducted an unannounced, initial 10-day complaint visit to investigate the above allegation. LPA presented official CDSS identification badge, met with Executive Director, Marco Villegas, and reason for the visit was disclosed.

At 9:35 am, LPA conducted a physical plant tour; no health and safety issues were observed. During LPA's tour of the facility, LPA observed the telephone to be in working condition. LPA also contacted that facility out of view; the ringtone was present, and and Staff #1 (S1) answered the phone. Additionally, LPA witnessed consistant front desk coverage by staff.

To investigate the allegation(s), LPA received Facility Resident roster, and Staff roster. Between 10:00 am, and 1:30pm, LPA interviewed the Executive Director, Staff, and Residents.

[LIC 9099C]- Continued
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Eva Miller
LICENSING EVALUATOR NAME: Raymond Comer
LICENSING EVALUATOR SIGNATURE:

DATE: 03/21/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/21/2025
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 2
Control Number 31-AS-20250311153509
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS S.RO, 21731 VENTURA BLVD., STE. 250
WOODLAND HILLS, CA 91364
FACILITY NAME: MELROSE GARDENS
FACILITY NUMBER: 197610370
VISIT DATE: 03/21/2025
NARRATIVE
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Allegation: Staff do not answer the facility telephone - Reporting Party (RP) alleges during the morning and afternoon hours, staff do not answer telephone calls. Also, due to the lack of staff front desk/concierge coverage, visitors are unable to either enter or leave the facility.

To investigate this allegation, LPA conducted interviews with staff and residents.
LPA interviews with Executive Director and S1 revealed the following: Both refute the alleged claim, stating that staff provides consistent coverage of the front desk area, ensuring that telephone calls to the facility are answered, and that door access is available on a consistent basis. Additionally, Executive Director and S1 state that the facility's telephone system is in working order, and the system has not experience significant service disruptions within the last year.
LPA interviews with six (6) residents revealed the following: Six (6) out of six (6) residents state that staff provides them with access to telephone service, that callers have no issues with staff responding to calls made to the facility, and that neither residents, nor visitors have had issues entering/leaving the facility due to lack of staff front desk coverage.

Based on LPA observations, and interviews, there is not enough information to verify the allegation. Therefore, the allegation is unsubstantiated at this time.
SUPERVISORS NAME: Eva Miller
LICENSING EVALUATOR NAME: Raymond Comer
LICENSING EVALUATOR SIGNATURE:

DATE: 03/21/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/21/2025
LIC9099 (FAS) - (06/04)
Page: 2 of 2