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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 306006302
Report Date: 11/18/2025
Date Signed: 11/18/2025 01:58:01 PM

Substantiated


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
11/18/2025 and conducted by Evaluator RoseMarie Ruppert
COMPLAINT CONTROL NUMBER: 22-AS-20251118073140
FACILITY NAME:TELECARE PALMVIEW HOUSEFACILITY NUMBER:
306006302
ADMINISTRATOR:LEONARDO CASTANEDAFACILITY TYPE:
737
ADDRESS:2255 W CRESTWOOD LANETELEPHONE:
(657) 999-5356
CITY:ANAHEIMSTATE: CAZIP CODE:
92804
CAPACITY:4CENSUS: 3DATE:
11/18/2025
UNANNOUNCEDTIME BEGAN:
11:00 AM
MET WITH:Leo Castaneda, AdministratorTIME COMPLETED:
02:15 PM
ALLEGATION(S):
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Facility evaluation report was not maintained on file for review.
Licensee did not ensure client's Individual Behavior Support Plan included all requirements established in Title 17.
Licensee did not ensure staff received hands-on training in first aid and cardiopulmonary resuscitation.
The licensee did not ensure that a direct care staff person renews the emergency intervention training annually.
The licensee did not involve the client in the development of the needs and services plan.
The licensee did not meet the staffing requirements as specified by the regional center.
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Rose Ruppert made an unannounced visit to conduct a complaint investigation. LPA was greeted and granted entry and met with Administrator (AD) Leo Casteneda. LPA explained the purpose of the visit.

AD stated the facility had the Semi-Annual On-Site review on November 17, 2025 where the following issues were noted. The Quarterly Case Management report from September 30, 2025 was missing in one of four client files. AD showed LPA that this has since been resolved and was printed in the client's file.

One of four client Individual Behavior Support Plan (IBSP)'s did not provide function based, person-centered and instructional strategies for treatment implementation and procedures for behavior goals to be met.

(Continued on LIC 9099-C)
Substantiated
Estimated Days of Completion:
SUPERVISORS NAME: Alisa Ortiz
LICENSING EVALUATOR NAME: RoseMarie Ruppert
LICENSING EVALUATOR SIGNATURE:

DATE: 11/18/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/18/2025
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 6
Control Number 22-AS-20251118073140
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: TELECARE PALMVIEW HOUSE
FACILITY NUMBER: 306006302
VISIT DATE: 11/18/2025
NARRATIVE
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(Continued from LIC 9099)

It was also reported that Two of six staff members did not receive hands-on training in first aid and cardiopulmonary resuscitation (CPR) by a certified instructor on an annual basis. LPA obtained documentation for two of six staff members where First Aid ad CPR expired for a period of several months. Staff members have since been enrolled in First Aid/ CPR and are current.

All staff are currently Crisis Prevention Intervention (CPI) certified but three of six staff did not receive monthly emergency intervention refreshers training for one month and one of six staff had not received emergency intervention refresher training for two months. AD stated the Personnel Report (LIC 500) will be updated monthly to ensure all staff receive their twenty minute CPI refresher trainings.

It was reported that Individual Behaviors Support Team (IBST) meeting documentation, reviewed from May 2025 to October 2025, was reviewed and client and Client's Rights Advocate (CRA) documentation did not consistently document if client or CRA were participating in the meeting. AD will work with staff to provide consistent IBST documentation.

It was reported the facility approved staff rates that did not match the individualized clinically recommended number of staffing needs or consultation hours Upon interview with the AD, the facility was providing more staff and consulting hours than recommended. AD stated that the staffing ratios were resolved during the Semi- Annual. Consult hours for physical therapy will also be monitored and adjusted to the clinical recommendation.

Based on LPA's record review and interviews, the preponderance of evidence standard has been met, therefore the allegations that: Facility evaluation report was not maintained on file for review,
Licensee did not ensure client's Individual Behavior Support Plan included all requirements established in Title 17, Licensee did not ensure staff received hands-on training in first aid and cardiopulmonary resuscitation, The licensee did not ensure that a direct care staff person renews the emergency intervention training annually, The licensee did not involve the client in the development of the needs and services plan and the licensee did not meet the staffing requirements as specified by the regional center are Substantiated.

(Continued on LIC 9099C1)
SUPERVISORS NAME: Alisa Ortiz
LICENSING EVALUATOR NAME: RoseMarie Ruppert
LICENSING EVALUATOR SIGNATURE:

DATE: 11/18/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/18/2025
LIC9099 (FAS) - (06/04)
Page: 2 of 6
Control Number 22-AS-20251118073140
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: TELECARE PALMVIEW HOUSE
FACILITY NUMBER: 306006302
VISIT DATE: 11/18/2025
NARRATIVE
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(Continued from LIC 9099-C)

Deficiencies will be cited per Title 22 of the California Code of Regulations. An exit interview was conducted with Administrator Leo Castaneda, and a copy of this report, LIC 9099-D, Appeal Rights and LIC 811 was provided to the facility.
SUPERVISORS NAME: Alisa Ortiz
LICENSING EVALUATOR NAME: RoseMarie Ruppert
LICENSING EVALUATOR SIGNATURE:

DATE: 11/18/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/18/2025
LIC9099 (FAS) - (06/04)
Page: 3 of 6
Control Number 22-AS-20251118073140
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: TELECARE PALMVIEW HOUSE
FACILITY NUMBER: 306006302
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 11/18/2025
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Type B
12/18/2025
Section Cited
CCR
89900(d)(1)(A)(e)
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89900 (d)(1)(A)(e) General Provisions
d) An Enhanced Behavioral Supports Home shall maintain a facility file as required by the California Code of Regulations, Title 17, Section 59070. (1) The facility file shall be immediately available upon request... (A) In
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AD will print reports upon receipt of email from Regional Center. AD has printed quarterly report for client and placed in file. This POC has been corrected.
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the event the Licensing Program Analyst requests a physical copy...(e) Regional center facility liaison monitoring....This requirement was not evidenced by: 1 of 4 clients did not have Quarterly report on file. This poses a potentiall health and safety risk for clients in care.
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Type B
12/18/2025
Section Cited
CCR
89968,2(e)(5)
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89968.2(e)(5) Needs and Services Plan: In addition to Sections 80068.2, 84068.2 and 85068.2, the following shall apply:(e) The Individual Behavior Supports Plan must include a description of the following: (5) Intervention Strategies, including antecedent strategies, instructional strategies and
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AD will collaborate with Board Certified Behavioral Analyst (BCBA) to ensure that all IBSP reports meet the goals for the behavior functions. AD will inservice BCBAs and will email LPA with documentation
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 consequence strategies. This requirement was not met as evidenced by: 1 of 4 client files did not provide strategies for the client to meet behavior goals. This poses a potential health and safey risk for clients in care.
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Failure to correct the cited deficiency(ies), on or before the Plan of Correction (POC) due date, may result in a civil penalty assessment.
SUPERVISORS NAME: Alisa Ortiz
LICENSING EVALUATOR NAME: RoseMarie Ruppert
LICENSING EVALUATOR SIGNATURE:

DATE: 11/18/2025
I acknowledge receipt of this form and understand my appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/18/2025
LIC9099 (FAS) - (06/04)
Page: 4 of 6
Control Number 22-AS-20251118073140
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: TELECARE PALMVIEW HOUSE
FACILITY NUMBER: 306006302
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 11/18/2025
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Type B
12/18/2025
Section Cited
CCR
89965(k)
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89965(k) Personnel Requirements
In addition to Sections 80065, 84065 and 85065, the following shall apply:
(k) In addition to any other required training, prior to providing direct client care, the licensee shall ensure that each direct care staff person receive hands-on
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AD will work with Office Coordinator to track all certifications and submitted two of two staff member re-certifications. This POC has been corrected.
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training in first aid and cardiopulmonary resuscitation. This requirement was not met as evidenced by: 2 of 6 staff members certifications lapsed. This poses a potential health and safety risk for clients in care.
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Type B
12/18/2025
Section Cited
CCR
89965(i)
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89965(i) Personnel Requirements
In addition to Sections 80065, 84065 and 85065, the following shall apply:
(i) In addition to any other required training, each direct care staff person shall have a minimum of 16 hours of emergency intervention training...to prevent injury and
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AD will ensure all staff are CPI certified and will receive monthly refreshers according to the LIC 500; which will be updated monthly. AD will provide November 2025 documentation by emailing LPA.
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 maintain safety regarding clients who are a danger to self or others...This requirement was not met as evidenced by: 4 of 6 staff did not receive monthly intervention refresher courses which poses a potential health and safety risk for clients in care.
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Failure to correct the cited deficiency(ies), on or before the Plan of Correction (POC) due date, may result in a civil penalty assessment.
SUPERVISORS NAME: Alisa Ortiz
LICENSING EVALUATOR NAME: RoseMarie Ruppert
LICENSING EVALUATOR SIGNATURE:

DATE: 11/18/2025
I acknowledge receipt of this form and understand my appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/18/2025
LIC9099 (FAS) - (06/04)
Page: 5 of 6
Control Number 22-AS-20251118073140
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: TELECARE PALMVIEW HOUSE
FACILITY NUMBER: 306006302
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 11/18/2025
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Type B
12/18/2025
Section Cited
CCR
89968.2(b)
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89968.2(b) Needs and Services Plan
In addition to Sections 80068.2, 84068.2 and 85068.2, the following shall apply: b) The licensee shall ensure each client's Individual Behavior Support Plan include all the requirements established in Title 17, Division 2, Chapter 3, Subchapter 24, Section
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AD will ensure IBSP notes specify participation of CRA and client. AD will provide notes from November 2025 IBSP meeting and email to LPA by POC due date.
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59054(d) and (e). This requirement was not met as evidenced by: IBST meeting documentation did not consistently state if client or CRA were particiipants in the IBST meetings. This poses a potential health and safety risk for clients in care.
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Failure to correct the cited deficiency(ies), on or before the Plan of Correction (POC) due date, may result in a civil penalty assessment.
SUPERVISORS NAME: Alisa Ortiz
LICENSING EVALUATOR NAME: RoseMarie Ruppert
LICENSING EVALUATOR SIGNATURE:

DATE: 11/18/2025
I acknowledge receipt of this form and understand my appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/18/2025
LIC9099 (FAS) - (06/04)
Page: 6 of 6