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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 370802857
Report Date: 05/19/2025
Date Signed: 05/19/2025 10:42:54 AM

Unsubstantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SAN DIEGO RO, 7575 METROPOLITAN DR. #109
SAN DIEGO, CA 92108
This is an official report of an unannounced visit/investigation of a complaint received in our office on
05/05/2025 and conducted by Evaluator Renita Hall
COMPLAINT CONTROL NUMBER: 08-AS-20250505102648
FACILITY NAME:CARROLL'S COMMUNITY CAREFACILITY NUMBER:
370802857
ADMINISTRATOR:ROGELIO HERNANDEZFACILITY TYPE:
735
ADDRESS:523 EMERALD AVENUETELEPHONE:
(619) 442-8893
CITY:EL CAJONSTATE: CAZIP CODE:
92020
CAPACITY:70CENSUS: 68DATE:
05/19/2025
UNANNOUNCEDTIME BEGAN:
09:31 AM
MET WITH:Roger Hernandez, AdministratorTIME COMPLETED:
10:50 AM
ALLEGATION(S):
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Staff do not provide adequate supervision to the clients
Staff do not meet the needs of the clients
Staff do not answer the facility telephone
Staff do not allow the clients access to the telephone
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Renita Hall conducted an unannounced visit to initiate a complaint investigation regarding the above-mentioned allegations. The Administrator allowed LPA entry. LPA identified herself and disclosed the purpose of the visit and elements of the complaint to the Administrator.

A complaint was received alleging that staff do not provide adequate supervision or meet the needs of the clients. The reporting party did not provide specific examples. Additional allegations included staff not answering the facility's telephone or not allowing clients access to the phone.

Investigation revealed that staff are present in the office during business hours to answer calls. During evening shifts, limited staff coverage and resident crises may impact the ability to answer phones promptly. Residents are allowed access to the telephone: during business hours in the office, and after hours in the dining area. The reported 75+ calls were addressed with the reporting party; staff are permitted to assist residents in contacting the non-emergency line, and residents are not restricted from calling emergency services due to personal rights.
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Denise Powell
LICENSING EVALUATOR NAME: Renita Hall
LICENSING EVALUATOR SIGNATURE:

DATE: 05/19/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/19/2025
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 08-AS-20250505102648
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SAN DIEGO RO, 7575 METROPOLITAN DR. #109
SAN DIEGO, CA 92108
FACILITY NAME: CARROLL'S COMMUNITY CARE
FACILITY NUMBER: 370802857
VISIT DATE: 05/19/2025
NARRATIVE
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The facility is licensed to serve individuals with mental disabilities, and residents can leave the facility unassisted. The residents interviewed have personal phones and does not use the facility phone, and stated that they can use the facility phones if needed.

Based on the information obtained, all allegations are Unsubstantiated. An unsubstantiated finding means that although the allegations may have happened or are valid, there is not a preponderance of evidence to prove that the alleged violations occurred.

An exit interview was conducted with Roger Hernandez, Administrator. A copy of this report and Licensee's Rights (LIC 9058 03/22) were provided to the Administrator, and his signature on this report confirms receipt of the Licensee Rights.
SUPERVISORS NAME: Denise Powell
LICENSING EVALUATOR NAME: Renita Hall
LICENSING EVALUATOR SIGNATURE:

DATE: 05/19/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/19/2025
LIC9099 (FAS) - (06/04)
Page: 2 of 2