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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 306004192
Report Date: 09/23/2026
Date Signed: 09/23/2026 04:04:43 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
07/08/2024 and conducted by Evaluator Claudia Gutierrez
PUBLIC
COMPLAINT CONTROL NUMBER: 22-AS-20240708104150
FACILITY NAME:WHITTEN HEIGHTS ASSISTED LIVING AND MEMORY CAREFACILITY NUMBER:
306004192
ADMINISTRATOR:STEVE SHENFACILITY TYPE:
740
ADDRESS:200 WEST WHITTIER BLVD.TELEPHONE:
(562) 691-1200
CITY:LA HABRASTATE: CAZIP CODE:
90631
CAPACITY:196CENSUS: 128DATE:
09/23/2026
UNANNOUNCEDTIME BEGAN:
12:20 PM
MET WITH:Faye ShenTIME COMPLETED:
04:20 PM
ALLEGATION(S):
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Staff did not provide assistance to resident
Facility elevators are in disrepair
INVESTIGATION FINDINGS:
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An unannounced Complaint Investigation was conducted on this day by Licensing Program Analyst (LPA) Claudia Gutierrez regarding the allegations mentioned above. LPA met with Chief Operating Officer (COO) Faye Shen.

Complaint alleges Staff did not provide assistance to resident when facility elevators were in disrepair.

Interviews were conducted with ten facility residents and three staff. One of ten residents stated that one of two facility elevators had been in disrepair for about five days and the alternate elevator requires a key and staff's assistance, however, staff is not always available to assist. Six of ten residents interviewed stated the elevator had been in disrepair for approximately one day and residents who required assistance were assisted by staff to use the alternate elevator as necessary. Three of ten residents were unable to confirm or deny allegations. (Cont. LIC9099-C)
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Lourdes Montoya
LICENSING EVALUATOR NAME: Claudia Gutierrez
LICENSING EVALUATOR SIGNATURE:

DATE: 09/23/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/23/2026
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 2
Control Number 22-AS-20240708104150
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: WHITTEN HEIGHTS ASSISTED LIVING AND MEMORY CARE
FACILITY NUMBER: 306004192
VISIT DATE: 09/23/2026
NARRATIVE
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Three of three staff interviewed stated one of two facility elevators had been in disrepair for approximately three days and residents were assisted downstairs using the alternate elevator or the evacuation chair located in facility stairways and denied staff refusing or not providing assistance to residents. During the course of the investigation, LPA obtained a copy of elevator repair proposal dated July 10, 2024, and during initial complaint investigation conducted on July 12, 2024, LPA observed two of two facility elevators were operational. During today’s visit, LPA also observed two of two elevators to be operational.

Based on information gathered, the Department did not find sufficient evidence to support the allegations, “Staff did not provide assistance to resident and Facility elevators are in disrepair”. 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 above allegations are Unsubstantiated.

An exit interview was conducted and copy of this report was provided at the end of the inspection.
SUPERVISORS NAME: Lourdes Montoya
LICENSING EVALUATOR NAME: Claudia Gutierrez
LICENSING EVALUATOR SIGNATURE:

DATE: 09/23/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/23/2026
LIC9099 (FAS) - (06/04)
Page: 2 of 2