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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 198600539
Report Date: 12/17/2024
Date Signed: 12/17/2024 12:08:53 PM

Unsubstantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
GREATER LA AC/SC, 1000 CORPORATE CNTR DR. ST 500
MONTEREY PARK, CA 91754
This is an official report of an unannounced visit/investigation of a complaint received in our office on
12/11/2024 and conducted by Evaluator Erik Zaragoza
PUBLIC
COMPLAINT CONTROL NUMBER: 28-AS-20241211102557
FACILITY NAME:PICO RIVERA GARDENSFACILITY NUMBER:
198600539
ADMINISTRATOR:JOYCE GARCIAFACILITY TYPE:
735
ADDRESS:6525 ROSEMEAD BLVD.TELEPHONE:
(562) 949-8489
CITY:PICO RIVERASTATE: CAZIP CODE:
90660
CAPACITY:185CENSUS: 155DATE:
12/17/2024
UNANNOUNCEDTIME BEGAN:
08:55 AM
MET WITH:Joyce Garcia - AdministratorTIME COMPLETED:
12:05 PM
ALLEGATION(S):
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Staff do not ensure the facility intercom system is at a comfortable volume for residents in care
Staff interacted with resident in an inappropriate manner
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Erik Zaragoza conducted an initial unnanounced complaint visit to investigate the allegations listed above. LPA met with Joyce Garcia, Administrator for the facility, and explained the purpose of the visit.

The investigation consisted of the following: LPA obtained copies of the staff and client roster, toured the facility, and also interviewed Clients #1 - 15 (C1 - C14) and Staff #1 - 5 (S1 - S5).

The investigation revealed the following: In regards to the allegation that a "Staff do not ensure the facility intercom system is at a comfortable volume for residents in care," it is alleged that the facility's intercom system has a volume that is too high for some clients and that some staff intentionally yell over the intercom which causes discomfort to clients.
Unsubstantiated
Estimated Days of Completion:
NAME OF LICENSING PROGRAM MANAGER: David Sicairos
NAME OF LICENSING PROGRAM ANALYST: Erik Zaragoza
LICENSING PROGRAM ANALYST SIGNATURE:

DATE: 12/17/2024
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 12/17/2024
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 28-AS-20241211102557
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
GREATER LA AC/SC, 1000 CORPORATE CNTR DR. ST 500
MONTEREY PARK, CA 91754
FACILITY NAME: PICO RIVERA GARDENS
FACILITY NUMBER: 198600539
VISIT DATE: 12/17/2024
NARRATIVE
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During interviews with the clients, fourteen (14) out of fifteen (15) interviewed did not corroborate the allegation. One of the clients interviewed stated that there are some areas of the facility in which the intercom's volume is louder than others, however overall the intercom system is at an appropriate volume. Another client interviewed stated that the intercom's volume is fine and that they have no issues with it. During interviews with the staff, (5) out of five (5) denied the allegation. One of the staff interviewed stated that they sometimes have to raise their voice when speaking into the microphone to ensure that clients can hear the announcements, however they never intentionally yell into the intercom or keep the volume high. Another staff member interviewed stated that they attempt to keep the volume as low as possible to avoid irritating the clients, however they need to also maintain an appropriate voice level and volume so that all clients can understand what is said through the intercom. LPA heard staff speaking through the intercom to clients during the visit it was at an appropriate volume level.

In regards to the allegation that "Staff interacted with resident in an inappropriate manner," it is alleged that S5 has used profane language out loud in the facility while referring to the clients, and that S2 has been verbally abusive towards clients. During interviews with the clients, eleven (11) out of fourteen (14) did not corroborate the allegation. One of the clients interviewed stated that that none of the staff have used profane language or have been verbally abusive, and rather that all of them have been very respectful towards them. Another client interviewed stated that they have never had any issues with staff making inappropriate comments towards them in the past. During interviews with the staff, five (5) out of five (5) of them denied the allegation. Both S2 and S5 stated that they have never nor would ever speak inappropriately towards or yell at the clients in the facility. Another staff member stated that they have never witnessed S2 or S5 make inappropriate remarks towards the clients in the past.

Based on statements and interviews conducted with staff, clients, review of client files and facility file records, there was not enough supportive evidence to concur with the reported allegations. Although the allegations may have happened or are valid, there is not a preponderance of evidence to prove the alleged violations did or did not occur, therefore the allegations are UNSUBSTANTIATED.

Exit interview held, and a copy of this report was provided.
NAME OF LICENSING PROGRAM MANAGER: David Sicairos
NAME OF LICENSING PROGRAM ANALYST: Erik Zaragoza
LICENSING PROGRAM ANALYST SIGNATURE:

DATE: 12/17/2024
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 12/17/2024
LIC9099 (FAS) - (06/04)
Page: 2 of 2