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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 374601232
Report Date: 04/29/2026
Date Signed: 04/29/2026 02:24:45 PM

Substantiated


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
03/25/2026 and conducted by Evaluator Ramon Serrano
COMPLAINT CONTROL NUMBER: 08-AS-20260325113413
FACILITY NAME:JOY'S HOMECAREFACILITY NUMBER:
374601232
ADMINISTRATOR:LIGAYA SANDERSFACILITY TYPE:
735
ADDRESS:1406 I AVENUETELEPHONE:
(619) 474-0198
CITY:NATIONAL CITYSTATE: CAZIP CODE:
91950
CAPACITY:6CENSUS: 5DATE:
04/29/2026
UNANNOUNCEDTIME BEGAN:
08:50 AM
MET WITH:Marianne AlfaroTIME COMPLETED:
09:30 AM
ALLEGATION(S):
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Staff mismanaged resident's medication
Staff did not treat clients with dignity and respect
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Ramon Serrano conducted an unannounced complaint visit to deliver complaint investigation findings. LPA introduced himself and stated the purpose of the visit with Assistant Manager Marianne Alfaro.

An investigation was conducted regarding concerns that staff mismanaged a client’s medication and did not treat clients with dignity and respect. Information was gathered through interviews with Client 1 (C1), staff, and an outside source familiar with the client and the facility.C1 reported that the Facility Manager (FM) is often in their bedroom during the day, and C1 believes FM is usually sleeping. C1 stated that when it is time for medication, FM is not available, and C1 must knock on FM’s bedroom door repeatedly. According to C1, FM frequently becomes irritated when responding and tells C1 that they are not available “all the time” or “just for them.” C1 reported that medication is eventually provided, but delays happen regularly and cause them anxiety. C1 stated the delays affect their well-being and make them feel ignored.
Substantiated
Estimated Days of Completion:
SUPERVISORS NAME: Robyn Clark
LICENSING EVALUATOR NAME: Ramon Serrano
LICENSING EVALUATOR SIGNATURE:

DATE: 04/29/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/29/2026
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 08-AS-20260325113413
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: JOY'S HOMECARE
FACILITY NUMBER: 374601232
VISIT DATE: 04/29/2026
NARRATIVE
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C1 also described ongoing issues with pests in the facility. They stated they have seen bed bugs, roaches, and rats since they moved in earlier in the year. They reported that when their case worker visited the facility, FM questioned why they were there. C1 stated FM later called them a “drug addict” and accused them of using substances in the streets. C1 reported that these interactions made them feel disrespected and unsafe. C2 stated that they do their own medication management and have no issues with facility staff.

An outside source who works directly with C1 confirmed visiting the facility multiple times. They stated the home appeared dirty and unmaintained each time they visited. The outside source reported that FM was often sleeping or unavailable and that C1 regularly needed to wake FM to receive their medication. They also confirmed hearing repeated concerns about pests in the facility from C1 and said they had observed poor sanitation conditions themselves. LPA interviewed a source that works very closely with the facility, they stated that FM is usually in their room which effects the medication management and FM does become upset when clients ask for their medication.

LPA interviewed Facility Manager who stated that although they do often retreat to their room during the day, they make sure to fulfill their duties and obligations including medication management. FM denied allegations of disrespect towards clients in care.

Based on the consistent statements from C1 and the outside source regarding medication delays, FM being unavailable, and derogatory comments made toward C1, as well as concerns about poor facility conditions, there is sufficient evidence to determine that staff did not properly manage medication and did not treat clients with dignity and respect. Both allegations are substantiated.The report was discussed, plan of correction was jointly developed, and an exit interview was conducted with Marianne Alfaro. A copy of this report, along with Licensee/Appeal Rights (LIC9058 3/22) were provided to Marianne Alfaro at the conclusion of the visit. The signature below confirms the receipt of these documents.

SUPERVISORS NAME: Robyn Clark
LICENSING EVALUATOR NAME: Ramon Serrano
LICENSING EVALUATOR SIGNATURE:

DATE: 04/29/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/29/2026
LIC9099 (FAS) - (06/04)
Page: 2 of 3
Control Number 08-AS-20260325113413
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: JOY'S HOMECARE
FACILITY NUMBER: 374601232
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 04/29/2026
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Type B
05/22/2026
Section Cited
CCR
80075(b)
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(b) Clients shall be assisted as needed with self-administration of prescription and nonprescription medications. This requirement was not met as evidenced by:
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Licensee will retrain all staff on proper medication procedures, including timely administration and availability during medication hours.• Licensee will submit proof of training to LPA by the due date.
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Licensee did not ensure clients received their medications in a timely and supervised manner as required. Staff were repeatedly unavailable, often asleep in their room, resulting in delayed medication administration. Failure to properly manage medications poses an immediate health and safety risk to clients in care.
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Type B
05/22/2026
Section Cited
CCR
80072(a)(1)
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(a) Except for children's residential facilities, each client shall have personal rights which include, but are not limited to, the following:
(1) To be accorded dignity in his/her personal relationships with staff and other persons.
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Licensee will provide staff training on Personal Rights, communication standards, and respectful interactions with clients.• Licensee will submit documentation of completed training to LPA by the due date.
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Licensee did not ensure clients were treated with dignity and respect. C1 reported staff made derogatory statements accusing them of drug use and became upset when C1 requested medication or assistance.This conduct violates clients’ personal rights and creates an unsafe living environment.
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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: Robyn Clark
LICENSING EVALUATOR NAME: Ramon Serrano
LICENSING EVALUATOR SIGNATURE:

DATE: 04/29/2026
I acknowledge receipt of this form and understand my appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/29/2026
LIC9099 (FAS) - (06/04)
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