198600539-5-6-2025-28-AS-DSIS-DGQQVM-20250516123035

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 198600539
Report Date: 05/06/2025
Date Signed: 05/06/2025 01:23:23 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
04/30/2025 and conducted by Evaluator Erik Zaragoza

PUBLIC

COMPLAINT CONTROL NUMBER: 28-AS-20250430115203

FACILITY NAME:	PICO RIVERA GARDENS		FACILITY NUMBER:	198600539
ADMINISTRATOR:	JOYCE GARCIA		FACILITY TYPE:	735
ADDRESS:	6525 ROSEMEAD BLVD.		TELEPHONE:	(562) 949-8489
CITY:	PICO RIVERA	STATE: CA	ZIP CODE:	90660
CAPACITY:	185	CENSUS: 168	DATE:	05/06/2025
		UNANNOUNCED	TIME BEGAN:	09:32 AM
MET WITH:	Julia Elias - Med Tech Supervisor		TIME COMPLETED:	01:37 PM

ALLEGATION(S):

1
2
3
4
5
6
7
8
9

Staff did not ensure facility intercom was at a comfortable volume for resident
Staff spoke to resident in an inappropriate manner

INVESTIGATION FINDINGS:

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

Licensing Program Analyst (LPA) Erik Zaragoza conducted an unannounced complaint visit to investigate the allegations listed above. LPA met with Julia Elias, Med Tech Supervisor for the facility, and explained the purpose of the visit. Administrator Joyce Garcia arrived shortly thereafter.

The investigation consisted of the following: During today's visit, LPA toured the facility, obtained the staff and client rosters, interviewed Clients #1 - 16 (C1 - C16), and Staff #1 - 4 (S1 - S4).

The investigation revealed the following: In regards to the allegation that "Staff did not ensure facility intercom was at a comfortable volume for resident," it is alleged that staff are turning up the volume loud when they call announcements over the intercom system and it is hurting the clients ears.

Unsubstantiated

Estimated Days of Completion:

NAME OF LICENSING PROGRAM MANAGER: David Sicairos
NAME OF LICENSING PROGRAM ANALYST: Erik Zaragoza
LICENSING PROGRAM ANALYST SIGNATURE:	DATE: 05/06/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/06/2025

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 28-AS-20250430115203

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: 05/06/2025

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

During interviews with the clients, thirteen (13) out of sixteen (16) interviewed did not corroborate the allegation. One of the clients interviewed stated that the volume of the intercom system is adequate to get a message across from staff to clients. Another client interviewed stated that the facility intercom system does have a good volume for the clients. During interviews with the staff, none of them corroborated the allegation. One of the staff interviewed stated that the volume of the intercom system is kept between one (1) and one-and-a-half (1.5) to ensure it is not too loud or painful for the clients. Another staff member also indicated the volume level is kept at one-and-a-half (1.5) at most and that they never change the volume of the intercom system throughout the day. During the physical plant tour of the facility, LPA notice that the intercom volume system was at an appropriate level and was not too loud.

In regards to the allegation that "Staff spoke to resident in an inappropriate manner," it is alleged that S2 made an inappropriate remark towards C1 that was rude and disrespectful. During interviews with the clients, fifteen (15) out of sixteen (16) interviewed did not corroborate the allegation. One of the clients interviewed stated that all the the staff have treated them nicely and have not heard any of them make inappropriate remarks. Another client interviewed stated that the staff do treat themselves and others with dignity and respect and have not had staff make inappropriate remarks towards them. During interviews with the staff, none of them corroborated the allegation. S2 stated that they were attempting to explain a situation to C1, however C1 interpreted this as S2 calling them a liar and became aggressive, which S2 claimed they were not doing at the time and had to de-escalate the situation. Another staff interviewed stated they have never heard of S2 or any other staff 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: 05/06/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/06/2025

LIC9099 (FAS) - (06/04)

Page: 2 of 2