198600459-5-21-2026-11-AS-PMAA-DVHL9Y-20260629083419

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 198600459
Report Date: 05/21/2026
Date Signed: 05/21/2026 09:33:14 AM

Unsubstantiated

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245

This is an official report of an unannounced visit/investigation of a complaint received in our office on
03/27/2026 and conducted by Evaluator Bernadette Allen

COMPLAINT CONTROL NUMBER: 11-AS-20260327103214

FACILITY NAME:	HERITAGE BOARD & CARE #1		FACILITY NUMBER:	198600459
ADMINISTRATOR:	MARILEE CRUZ		FACILITY TYPE:	735
ADDRESS:	2330 & 2340 EAST 15TH STREET		TELEPHONE:	(562) 900-5577
CITY:	LONG BEACH	STATE: CA	ZIP CODE:	90804
CAPACITY:	42	CENSUS: 32	DATE:	05/21/2026
		UNANNOUNCED	TIME BEGAN:	08:50 AM
MET WITH:	Jane Utupo-Business Office Manager		TIME COMPLETED:	09:50 AM

ALLEGATION(S):

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Staff is over medicating resident.
Staff does not ensure resident's medical needs are being met.
Staff speaks to resident in an inappropriate manner.
Staff does not provide adequate meal service.
Staff does not ensure resident's grooming needs are being met.
Staff does not ensure resident's room is clean.
Staff does not provide resident clean linen.
Staff is withholding resident's personal belongings.
Staff is not allowing resident phone calls.

INVESTIGATION FINDINGS:

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***This report supersedes the original report delivered on 04/03/2026. On 5/21/2026, the LPA arrived at the facility to deliver the corrected 9099, providing clarification on the original report issued on 04/03/2026 ***

On 4/3/2026 at 9:20AM, Licensing Program Analyst (LPA) Bernadette Allen conducted an unannounced visit to conduct a complaint investigation and deliver the findings for the alleged allegations above. LPA identified herself and met with Business Office Manager Jane Utupo who was informed of the purpose of the visit. At approximately 9:36AM Administrator Marilee Cruz arrived and she was informed of the purpose of the visit.

The investigation consisted of the following:

On 4/3/2026, the Department conducted interviews with staff members 1–4 (S1–S4) and clients 1–5 (C1–C5). The Department also reviewed the files for clients C1–C5.

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: Bernadette Allen
LICENSING EVALUATOR SIGNATURE:	DATE: 05/21/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/21/2026

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 11-AS-20260327103214

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245

FACILITY NAME: HERITAGE BOARD & CARE #1	FACILITY NUMBER: 198600459
	VISIT DATE: 05/21/2026

NARRATIVE

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The LPA reviewed the facility’s menu for the 4th quarter of 2025 and 1st quarter of 2026; grocery invoices for two weeks in March and April 2026; the routine cleaning schedule; the client roster dated 1/27/2026; and the staff roster dated 1/27/2026. The LPA also conducted a tour of the facility inside and outside, including all seven (7) bedrooms, the storage area for personal hygiene items, and the linens storage area.

The investigation consisted of the following:

On 4/3/2026, the Department conducted interviews with staff members 1–4 (S1–S4) and clients 1–5 (C1–C5). The Department also reviewed the files for clients C1–C5 which appeared to be current. The LPA reviewed the facility’s menu for the 4th quarter of 2025 and 1st quarter of 2026; grocery invoices for two weeks in March and April 2026; the routine cleaning schedule; the client roster dated 1/27/2026; and the staff roster dated 1/27/2026. The LPA also conducted a tour of the facility inside and outside, including all seven (7) bedrooms, the storage area for personal hygiene items, and the linens storage area.

The investigation revealed the following:

Allegation 1: Staff is over medicating resident.

On 4/3/2026 at 10:24AM, The department conducted interviews with staff member 1-4 (S1-S4) and 4 out of 4 staff members stated that clients are not over medicated and all residents are given their medications are prescribed by their physicians.

At 2:10PM, LPA conducted interviews with clients 1-5 (C1-C5) and 5 out of 5 clients stated that they are not over medicated by staff members.

LPA reviewed the files for five (5) clients which revealed that their medications are being dispensed as prescribed by their physicians.

Continued

SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: Bernadette Allen
LICENSING EVALUATOR SIGNATURE:	DATE: 05/21/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/21/2026

LIC9099 (FAS) - (06/04)

Page: 3 of 6

Control Number 11-AS-20260327103214

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245

FACILITY NAME: HERITAGE BOARD & CARE #1	FACILITY NUMBER: 198600459
	VISIT DATE: 05/21/2026

NARRATIVE

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Allegation 2: Staff does not ensure resident's medical needs are being met.

On 4/3/2026 at 10:24AM, The department conducted interviews with staff member 1-4 (S1-S4) and 4 out of 4 staff members stated that clients’ medical needs are being met monthly at the facility by a physician or as need.

At 2:10PM, the department conducted interviews with clients 1-5 (C1-C5) and 5 out of 5 clients stated that they are getting their medical met by their physicians.

LPA reviewed the files for five (5) clients which reveal that clients appear to be up to date per their physician’s report and needs and service plans.

Allegation 3: Staff speak to resident in an inappropriate manner.

On 4/3/2026 at 10:24AM, The department conducted interviews with staff member 1-4 (S1-S4) and 4 out of 4 staff members stated that clients are not spoken to in an inappropriate manner.

At 2:10PM, The department conducted interviews with clients 1–5 (C1–C5), and 1 out of 5 clients stated that there are two (2) staff members who speak to them in an inappropriate manner. The remaining four (4) clients stated that staff members have not spoken to them in an inappropriate manner. During the visit/tour of the facility LPA did not hear any staff members speaking to the clients in an inappropriate manner.
Allegation 4: Staff does not provide adequate meal service.

On 4/3/2026 at 10:24AM, The department conducted interviews with staff member 1-4 (S1-S4) and 4 out of 4 staff members stated that clients are provided with adequate meal services. Clients are provided with 3 balanced meals and snacks, and alternate food items are given when asked. At 2:10 PM, The department conducted interviews with clients 1–5 (C1–C5), and 1 out of 5 clients stated that the food is ok, and they are allowed to have a second portion and alternate food items are given when asked.

SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: Bernadette Allen
LICENSING EVALUATOR SIGNATURE:	DATE: 05/21/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/21/2026

LIC9099 (FAS) - (06/04)

Page: 6 of 6

Control Number 11-AS-20260327103214

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245

FACILITY NAME: HERITAGE BOARD & CARE #1	FACILITY NUMBER: 198600459
	VISIT DATE: 05/21/2026

NARRATIVE

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The remaining four (4) clients stated that staff members do provide enough food, and they can have seconds when requested, however everyone must be served first prior to seconds being served. When asked, are seconds provided when asked 5 out of 5 clients said yes.

LPA reviewed the menu available, and it did not coincide with what was prepared for breakfast and lunch. However, the meals provided were balanced. For breakfast, cereal, toast, bananas, and coffee were served. For lunch, LPA observed cornbread, chili, and fruit/oranges with juice or water being served.

Allegation 5: Staff does not ensure resident's grooming needs are being met

On 4/3/2026 at 10:24 AM, The department conducted interviews with staff members 1–4 (S1–S4), and 4 out of 4 staff members stated that clients’ grooming needs are being met by staff by providing personal hygiene items when needed and encouraging clients to shower at times; however, clients are never forced.

At 2:10 PM, The department conducted interviews with clients 1–5 (C1–C5), and 1 out of 5 clients stated that staff members don’t ensure their grooming needs are being met. When asked, does the staff encourage them to shower and R1 said sometimes. When asked if personal hygiene items are provided R1 replied yes, The remaining 4 clients said yes hygiene items are provided when needed. LPA also observed an overstock of personal hygiene items in the front office at the time of the visit.

Allegation 6: Staff does not ensure resident's room is clean.

On 4/3/2026 at 10:24AM, The department conducted interviews with staff member 1-4 (S1-S4) and 4 out of 4 staff members stated that client’s rooms are cleaned daily which includes sweeping, mopping, laundry and changing linen 1x a week or as needed.

SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: Bernadette Allen
LICENSING EVALUATOR SIGNATURE:	DATE: 05/21/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/21/2026

LIC9099 (FAS) - (06/04)

Page: 5 of 6

Control Number 11-AS-20260327103214

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245

FACILITY NAME: HERITAGE BOARD & CARE #1	FACILITY NUMBER: 198600459
	VISIT DATE: 05/21/2026

NARRATIVE

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At 2:10 PM, The department conducted interviews with clients 1–5 (C1–C5), and 1 out of 5 clients stated that their room isn’t normally cleaned by the staff. When asked was their room cleaned lately R1 stated they cleaned it today.

The interviews with the remaining 4 clients stated that their room is cleaned daily by the staff, which includes sweeping, mopping, doing laundry and changing linen 1x a week or as needed.

During the visit LPA toured the facility and seven (7) bedrooms which appeared to be clear of any obstructions or hazards

Allegation 7: Staff does not provide resident clean linen.

On 4/3/2026 at 10:24 AM, the Department conducted interviews with staff members 1–4 (S1–S4), and 4 out of 4 staff members stated that clients’ linens are changed once (1x) a week or as needed.

At 2:10 PM, the Department conducted interviews with clients 1–5 (C1–C5), and 5 out of 5 clients stated that their linens are changed once (1x) a week or as needed. During the tour of the bedrooms, LPA observed an overstock of linens, and in the rooms toured, LPA observed beds to have the required linens which appeared to be clean.

Allegation 8: Staff is withholding resident's personal belongings.
On 4/3/2026 at 10:24 AM, The department conducted interviews with staff members 1–4 (S1–S4), and 4 out of 4 staff members stated that clients’ personal belongings are not withheld and staff have not taken any residents personal belongings in the past or currently.

At 2:10 PM, The department conducted interviews with clients 1–5 (C1–C5), and 1 out of 5 clients stated that their personal belongings have been withheld by staff members when asked specifically what R1 said a DVD Player, TV, Two (2) bags of clothing but details of items were not provided. When asked who took their personal belongings R1 stated they did not know who took their personal belongings.

SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: Bernadette Allen
LICENSING EVALUATOR SIGNATURE:	DATE: 05/21/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/21/2026

LIC9099 (FAS) - (06/04)

Page: 4 of 6

Control Number 11-AS-20260327103214

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245

FACILITY NAME: HERITAGE BOARD & CARE #1	FACILITY NUMBER: 198600459
	VISIT DATE: 05/21/2026

NARRATIVE

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Allegation 9: Staff is not allowing resident phone calls.

On 4/3/2026 at 10:24 AM, The department conducted interviews with staff members 1–4 (S1–S4), and 4 out of 4 staff members stated that clients are allowed to make phone call using the facilities phone.

At 2:10 PM, The department conducted interviews with clients 1–5 (C1–C5), and 5 out of 5 clients stated that they are allowed to use the phone in the facility. During the visit LPA observed three (3) different clients requesting and allowed to use the facility phone

Based on the information collected from the facility inspection, observations, interviews, and records analysis, the Department found no evidence to support the above allegations. While the allegations may be valid or have occurred, there is insufficient evidence to establish whether the alleged violations took place or did not. Therefore, the allegations are determined Unsubstantiated.

An exit interview was conducted where this report was discussed and provided to Business Office Manger Jane Utupo at the conclusion of the visit.

SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: Bernadette Allen
LICENSING EVALUATOR SIGNATURE:	DATE: 05/21/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/21/2026

LIC9099 (FAS) - (06/04)

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