198600539-7-31-2025-28-AS-RORN-DLEKJP-20250911075700

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 198600539
Report Date: 07/31/2025
Date Signed: 07/31/2025 04:21:23 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
07/25/2025 and conducted by Evaluator Erik Zaragoza

PUBLIC

COMPLAINT CONTROL NUMBER: 28-AS-20250725112216

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: 167	DATE:	07/31/2025
		UNANNOUNCED	TIME BEGAN:	09:31 AM
MET WITH:	Joyce Garcia - Administrator		TIME COMPLETED:	04:35 PM

ALLEGATION(S):

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Staff did not prevent a resident from terminating another resident's phone call
Staff did not prevent a resident from threatening another resident in care
Staff speak inappropriately to resident in care

INVESTIGATION FINDINGS:

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Licensing Program Analyst (LPA) Erik Zaragoza conducted an unannounced initial 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 Erik Zaragoza interviewed Clients #1 - 16 (C1 - C16), Staff #1 - 4 (S1 - S4), obtained the staff and client rosters, and reviewed surveillance camera footage from 7/25/2025 involving C1.

The investigation revealed the following: In regards to the allegation that "Staff did not prevent a resident from terminating another resident's phone call," it is alleged that on 7/25/2025, an unknown tall client grabbed the facility phone while C1 was using it and hung it up on them, and staff did not do anything in response to this incident.

Unsubstantiated

Estimated Days of Completion:

NAME OF LICENSING PROGRAM MANAGER: David Sicairos
NAME OF LICENSING PROGRAM ANALYST: Erik Zaragoza
LICENSING PROGRAM ANALYST SIGNATURE:	DATE: 07/31/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/31/2025

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 28-AS-20250725112216

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: 07/31/2025

NARRATIVE

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During interviews with the clients, fourteen (14) out of sixteen (16) did not corroborate the allegation. One of the clients interviewed stated that they have never witnessed another client hang up the phone on another client in the facility. Another client interviewed stated that they do not use the facility phone and have never witnessed any altercations surrounding the phone. During interviews with the staff, none of them corroborated the allegation. One staff interviewed stated that no one physically hung up the phone on C1, it is possible that the individual C1 was on the phone with hung up the phone which caused C1 to get upset. Another staff interviewed stated that they had no knowledge of another client hanging up C1's phone call on 7/25/2025. During review of the surveillance camera footage of 7/25/2025, LPA observed that while C1 was using the phone no one intervene on that phone call.

In regards to the allegation that "Staff did not prevent a resident from threatening another resident in care," it is alleged that an unknown tall client had threatened C1 on 7/25/2025, and that staff were not doing anything to address it. During interviews with the clients, thirteen (13) out of sixteen (16) did not corroborate the allegation. One of the clients stated that they have never witnessed clients threatening one another in the facility. Another client interviewed stated that while they have witnessed clients threaten one another, staff do a good job in intervening in all these incidents to prevent further escalations. During interviews with the staff, none of them corroborated the allegation. One of the staff stated that no one has been threatening C1 recently, and that they may be recalling an incident that occurred months ago, in which staff intervened when C1 and another client had a verbal altercation. Another staff stated that they were not aware of C1 being threatened by any clients recently. During review of the surveillance camera footage of 7/25/2025, LPA did not observe any clients threatening C1.

NAME OF LICENSING PROGRAM MANAGER: David Sicairos
NAME OF LICENSING PROGRAM ANALYST: Erik Zaragoza
LICENSING PROGRAM ANALYST SIGNATURE:	DATE: 07/31/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/31/2025

LIC9099 (FAS) - (06/04)

Page: 3 of 3

Control Number 28-AS-20250725112216

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: 07/31/2025

NARRATIVE

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In regards to the allegation that "Staff speak inappropriately to resident in care," it is alleged that S1 had made inappropriate remarks towards C1 while in care at the facility including that they will take away their housing. During interviews with clients, fifteen (15) out of sixteen (16) did not corroborate the allegation. One of the clients stated that the comments allegedly said by S1 seemed out of character for them and that they have never overheard S1 make any inappropriate comments toward any of the clients. Another client interviewed stated that S1 is very professional and courteous, and that they have never overheard S1 say anything rude or disrespectful to the clients. During interviews with the staff, none of them corroborated the allegation. S1 stated that they have never made any of the statements that were allegedly said by them towards C1 or any other client. Another staff member stated that they have never heard S1 make any inappropriate remarks towards any client.

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: 07/31/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/31/2025

LIC9099 (FAS) - (06/04)

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