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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 198603424
Report Date: 06/20/2025
Date Signed: 06/20/2025 10:45:27 AM

Unsubstantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
MONTEREY PARK ASC, 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
06/15/2025 and conducted by Evaluator Elizabeth Irra
PUBLIC
COMPLAINT CONTROL NUMBER: 28-AS-20250615221530
FACILITY NAME:NEW HOPE HOME CAREFACILITY NUMBER:
198603424
ADMINISTRATOR:REMY COLEMANFACILITY TYPE:
735
ADDRESS:2146 VIRGINIA AVE.TELEPHONE:
(909) 306-7757
CITY:POMONASTATE: CAZIP CODE:
91766
CAPACITY:4CENSUS: 2DATE:
06/20/2025
UNANNOUNCEDTIME BEGAN:
07:45 AM
MET WITH:Apolonia Garrovillas/S-1TIME COMPLETED:
11:00 AM
ALLEGATION(S):
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Staff spoke inappropriately to client in care.
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Elizabeth Irra conducted an initial visit to investigate the above allegation. LPA met with Apolonia Garrovillas (S-1) and discussed the purpose of today’s visit. Remy Coleman (S-2/Administrator) arrived at approximately 8:35 A.M..

During this investigation, LPA obtained a copy of the staff and client rosters, interviewed Staff #1 (S-1) through Staff #4 (S-4), reviewed C-1’s file and obtained relevant documentation and interviewed Client #1 (C-1) through Client #3 (C-3). LPA left a message for the Quality Assurance Representative from San Gabriel Pomona Regional Center for a return call.

Refer to LIC 9099C for the continuation of this report.
Unsubstantiated
Estimated Days of Completion:
NAME OF LICENSING PROGRAM MANAGER: Wei Siew Ho
NAME OF LICENSING PROGRAM ANALYST: Elizabeth Irra
LICENSING PROGRAM ANALYST SIGNATURE:

DATE: 06/20/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 06/20/2025
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-20250615221530
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
MONTEREY PARK ASC, 1000 CORPORATE CNTR DR. ST 500
MONTEREY PARK, CA 91754
FACILITY NAME: NEW HOPE HOME CARE
FACILITY NUMBER: 198603424
VISIT DATE: 06/20/2025
NARRATIVE
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Allegation: Allegation: Staff spoke inappropriately to client in care. It has been alleged that staff inappropriately spoke to a client. (2) out of (3) interviewed clients indicated that staff (including S-3 and S-4) are nice and do not yell, name call nor curse at anyone. (2) out of (3) interviewed clients indicated they have not witnessed nor heard anyone complaining about staff speaking to clients inappropriately. (2) out of (3) interviewed clients indicated that they enjoy residing at this home and have no concerns. Staff interviews revealed that staff do not speak to clients inappropriately. Interviewed staff indicated that staff do not name call, yell nor curse at clients. Interviewed staff indicated that they have not witnessed nor received any complaints pertaining to this matter. Interviewed staff indicated that they are trained in zero tolerance, mandated reporting and client rights. Staff interviews revealed that C-1 has a history of fabricating stories. Interviews do not corroborate this allegation.

Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur, therefore the allegation is unsubstantiated.

Exit interview conducted. LPA was experiencing technical difficulties during this visit. Therefore, a copy of this report and appeal rights will be sent to Remy Coleman via email.

NAME OF LICENSING PROGRAM MANAGER: Wei Siew Ho
NAME OF LICENSING PROGRAM ANALYST: Elizabeth Irra
LICENSING PROGRAM ANALYST SIGNATURE:

DATE: 06/20/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 06/20/2025
LIC9099 (FAS) - (06/04)
Page: 2 of 2