216803823-4-9-2026-21-AS-VBEI-DSZVEY-20260410162307

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 216803823
Report Date: 04/09/2026
Date Signed: 04/09/2026 04:18:17 PM

Unsubstantiated

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SANTA ROSA RO, 1450 NEOTOMAS AVENUE, STE. 100
SANTA ROSA, CA 95405

This is an official report of an unannounced visit/investigation of a complaint received in our office on
01/12/2026 and conducted by Evaluator Caitlynn Felias

COMPLAINT CONTROL NUMBER: 21-AS-20260112152456

FACILITY NAME:	LIGAYA DAY SERVICES		FACILITY NUMBER:	216803823
ADMINISTRATOR:	LUCERO, MARIBETH		FACILITY TYPE:	775
ADDRESS:	70 SAN PABLO AVE		TELEPHONE:	(415) 785-3996
CITY:	SAN RAFAEL	STATE: CA	ZIP CODE:	94903
CAPACITY:	30	CENSUS: 25	DATE:	04/09/2026
		UNANNOUNCED	TIME BEGAN:	11:30 AM
MET WITH:	Administrator, Reggie Catiis, Program Supervisor, Ilse Resendiz, and Assistant Director, Erika De Vera		TIME COMPLETED:	04:30 PM

ALLEGATION(S):

1
2
3
4
5
6
7
8
9

Client sustained a bruise and swelling on the wrist when being assisted by staff

INVESTIGATION FINDINGS:

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

At approximately 11:30AM, Licensing Program Analyst (LPA) Felias arrived unannounced to continue a complaint investigation regarding the above allegation and met with Administrator, Reggie Catiis, Program Supervisor, Ilse Resendiz, and Assistant Director, Erika De Vera.

During the course of the investigation, the Department requested documents, conducted interviews, and made observations. The following allegation was investigated, "Client sustained a bruise and swelling on the wrist when being assisted by staff." Complaint alleged that on 01/05/2026, facility staff caused bruising and swelling to Client 1's (C1's) wrist when assisting them onto the bus.

Text message correspondence dated 01/07/2026 stated concerns with how C1 was being transported onto the bus during pick-up time and that facility staff were pulling C1.

Continued on LIC9099C

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Victoria Bertozzi
LICENSING EVALUATOR NAME: Caitlynn Felias
LICENSING EVALUATOR SIGNATURE:	DATE: 04/09/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/09/2026

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 3

Control Number 21-AS-20260112152456

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SANTA ROSA RO, 1450 NEOTOMAS AVENUE, STE. 100
SANTA ROSA, CA 95405

FACILITY NAME: LIGAYA DAY SERVICES	FACILITY NUMBER: 216803823
	VISIT DATE: 04/09/2026

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

Continued from LIC9099

The Department was provided with photographs of C1’s wrist taken on 01/09/2026 and 01/22/2026. Review of photos taken on 01/09/2026 showed a small circular mark on C1’s wrist. In the photos, the wrist does not appear to be swollen, have redness, or indicate stages of bruising. Review of C1’s photos from 01/22/2026 did not show any apparent signs of being swollen or bruised.

Review of C1’s Behavioral Support Plan, dated 12/23/2019, stated C1 has a behavior of stopping and standing still without moving. Per report, this can last for as little as several minutes to several hours. Review of C1’s Individualized Service Plan (ISP) dated 03/04/2024 stated C1 can become frustrated during transitions onto transportation and can lead to aggression and resistance to getting onto the bus. Per C1’s ISP, C1 should have a minimum of 45 minutes dedicated to getting C1 prepared for transportation.

The Department conducted interviews with facility staff. Interview conducted with Assistant Director revealed that on 01/06/2026, C1’s responsible party reported to the facility that C1 had bruises on their arms from 01/05/2026. Per interview, on 01/06/2026, the Assistant Director conducted a visual assessment of C1's arms with their responsible party and observed a small red circular area on C1’s right wrist. This was identified by C1’s responsible party as a pimple. Interview further stated that facility staff denied any struggle, pulling, lifting, or inappropriate handling during bus boarding.

Interview conducted with Facility Nurse, stated that pictures of C1’s wrist were taken on 01/09/2026, and they did not observe any bruising or swelling on C1 at that time.

Interview conducted with Program Director stated that C1 has a behavior where they will stop moving which has led to struggles with transportation. Per interview, facility staff are to provide a time frame such as 5 or 10 minutes and counting to 3 to help with the behavior.

Interview with Staff Member 1 (S1) stated that C1 is a two person assist when getting on the bus, and that they never hold C1 by their hands or their arms. If C1 stops moving or doesn’t want to get on the bus, C1 is told that their friends are on the bus already or that their family is waiting for them. Interview further revealed that C1 is offered options and time for them to get on the bus.

Interview with Staff Member 2 (S2) stated that C1 is a two person assist when getting on the bus, but sometimes C1 only needs one staff member. If C1 stops moving or doesn’t want to get on the bus, staff are to wait and tell C1 that their family is waiting for them.

Multiple attempts to speak with Staff Member 3 (S3) were unsuccessful.

Continued on LIC9099C

SUPERVISORS NAME: Victoria Bertozzi
LICENSING EVALUATOR NAME: Caitlynn Felias
LICENSING EVALUATOR SIGNATURE:	DATE: 04/09/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/09/2026

LIC9099 (FAS) - (06/04)

Page: 2 of 3

Control Number 21-AS-20260112152456

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SANTA ROSA RO, 1450 NEOTOMAS AVENUE, STE. 100
SANTA ROSA, CA 95405

FACILITY NAME: LIGAYA DAY SERVICES	FACILITY NUMBER: 216803823
	VISIT DATE: 04/09/2026

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

Continued from LIC9099C

Facility narrative reports from S1, S2 and S3 were reviewed. Facility narrative reports for S1 and S3 stated that they picked C1 up by their waist and by their feet and put them on the bus. Facility narrative report for S2 stated that they took care of C1 for the day but did not observe how C1 was placed on the bus because they were assisting another client and asked their coworkers for help. S2's narrative stated that they put C1's seatbelt on once they were on the bus.

Based on record review, interviews conducted, and observations made, the Department is unable to determine if client sustained bruising and swelling on their wrist when being assisted by facility staff. This allegation is Unsubstantiated.

A finding that a complaint allegation is Unsubstantiated means that although the allegations may have happened or is valid, there is not a preponderance of evidence to prove the alleged violations did or did not occur.

Exit interview conducted. Copy of report discussed and provided to Administrator, Program Director, and Assistant Director. Signature on form confirms receipt of documents.

SUPERVISORS NAME: Victoria Bertozzi
LICENSING EVALUATOR NAME: Caitlynn Felias
LICENSING EVALUATOR SIGNATURE:	DATE: 04/09/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/09/2026

LIC9099 (FAS) - (06/04)

Page: 3 of 3