306004138-2-4-2026-22-AS-SSAS-DRET6X-20260218132752

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 306004138
Report Date: 02/04/2026
Date Signed: 02/04/2026 04:00:16 PM

Unsubstantiated

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
ORANGE COUNTY RO, 770 THE CITY DR., SUITE 7100
ORANGE, CA 92868

This is an official report of an unannounced visit/investigation of a complaint received in our office on
05/11/2021 and conducted by Evaluator Jerome Haley

PUBLIC

COMPLAINT CONTROL NUMBER: 22-AS-20210511114459

FACILITY NAME:	SANTOS HOME		FACILITY NUMBER:	306004138
ADMINISTRATOR:	CRISTINA SANTOS		FACILITY TYPE:	735
ADDRESS:	11731 DEBBIE LANE		TELEPHONE:	(714) 621-0355
CITY:	GARDEN GROVE	STATE: CA	ZIP CODE:	92840
CAPACITY:	6	CENSUS: 3	DATE:	02/04/2026
		UNANNOUNCED	TIME BEGAN:	02:00 PM
MET WITH:	Ma Corazon Demaclid		TIME COMPLETED:	04:25 PM

ALLEGATION(S):

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Staff did not meet the supervision needs of residents.
Resident was not accorded dignity in relationships with other persons.

INVESTIGATION FINDINGS:

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Licensing Program Analyst (LPA) Jerome Haley made an unannounced visit to the facility to complete the investigation and deliver findings on the complaint allegations listed above. LPA explained the purpose of the visit upon entry. The complaint investigation consisted of interviews, document review, and LPA observations.

Regarding the allegation: Staff did not meet the supervision needs of residents.

During the investigation none of the individuals were able to corroborate the complaint allegation including Client 1 (C1). When C1 was asked what the staff do when C2 hits them, C1 said they don’t stick around to see what happens. According to three different staff who were interviewed, all three stated when the C1 and C2 begin to argue, the clients are separated. According to S1, C1 is easier to redirect. When you tell C1 to go to their room, C1 will listen.
Continued on LIC9099C

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Lourdes Montoya
LICENSING EVALUATOR NAME: Jerome Haley
LICENSING EVALUATOR SIGNATURE:	DATE: 02/04/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/04/2026

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 22-AS-20210511114459

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
ORANGE COUNTY RO, 770 THE CITY DR., SUITE 7100
ORANGE, CA 92868

FACILITY NAME: SANTOS HOME	FACILITY NUMBER: 306004138
	VISIT DATE: 02/04/2026

NARRATIVE

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According to S1, it takes a little bit more effort to calm down C2. S1 says to calm down C2, the staff usually take the client out to the back for a walk or to play some basketball. According to Staff 2 (S2) facility staff has been in communication with “the therapist” regarding C1 and C2’s issues with getting along.

Regarding the allegation: Resident was not accorded dignity in relationships with other persons.

During S1's interview it was discovered that C2 likes to swing/swipe at individuals. LPA observations on May 18, 2021, were consistent with the information provided by S1. C2 grabbed one of the LPA’s and was verbally instructed to not do that again. Another LPA observed C2 attempt to grab multiple individuals including the LPA during the visit. LPA’s also observed staff members attempt to redirect C2 during the avisit. One of the LPA’s and one of the staff members present during the initial visit shot basketballs in the basketball hoop with C2 during the initial visit, which was consistent with information provided during S1’s interview.

Based on the information gathered during the investigation through interviews, document review, and observations, the Department is unable to ascertain if the allegations occurred as reported. Although the allegations may have happened or are valid, there is not a preponderance of evidence to prove or refute the alleged violations occurred; therefore, the allegations are deemed unsubstantiated.

An exit interview was conducted, and a copy of this report was provided.

SUPERVISORS NAME: Lourdes Montoya
LICENSING EVALUATOR NAME: Jerome Haley
LICENSING EVALUATOR SIGNATURE:	DATE: 02/04/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/04/2026

LIC9099 (FAS) - (06/04)

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