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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 374603579
Report Date: 03/13/2026
Date Signed: 03/13/2026 02:22:51 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
06/14/2021 and conducted by Evaluator Dang Nguyen
COMPLAINT CONTROL NUMBER: 08-AS-20210614094619
FACILITY NAME:ESPERANZA'S HOMES OF HOPEFACILITY NUMBER:
374603579
ADMINISTRATOR:SABRINA SNYDERFACILITY TYPE:
735
ADDRESS:13706 WHISPERING MEADOWS LANETELEPHONE:
(619) 825-6159
CITY:JAMULSTATE: CAZIP CODE:
91935
CAPACITY:6CENSUS: 5DATE:
03/13/2026
UNANNOUNCEDTIME BEGAN:
12:45 PM
MET WITH:Caregiver Elsa Ramirez and Licensee/Administrator Sabrina SnyderTIME COMPLETED:
02:45 PM
ALLEGATION(S):
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Licensee did not provide staff required training.
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Dang Nguyen conducted an unannounced subsequent visit to deliver a finding regarding the above prior complaint allegation. LPA was welcomed by, identified himself to, and discussed the purpose of the visit with Caregiver Elsa Ramirez. LPA also spoke to Licensee/Administrator Sabrina Snyder, who arrived later during the visit.

The Complainant alleged that Licensee did not provide Staff #1 (S1) required training (needed for the performance of their job). [See LIC 811 Confidential Names List for a description of select person identifiers used in this report.] CCLD’s investigation involved multiple unannounced facility tours/welfare checks, interviews of pertinent facility staff and outside sources, and review of relevant personnel records and electronic correspondence.

[CONTINUED ON LIC 9099-C]
Substantiated
Estimated Days of Completion:
SUPERVISORS NAME: Simon Jacob
LICENSING EVALUATOR NAME: Dang Nguyen
LICENSING EVALUATOR SIGNATURE:

DATE: 03/13/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/13/2026
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 6
Control Number 08-AS-20210614094619
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: ESPERANZA'S HOMES OF HOPE
FACILITY NUMBER: 374603579
VISIT DATE: 03/13/2026
NARRATIVE
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[CONTINUED FROM LIC 9099] Review of training records showed that Licensee provided S1 with two (2) hours of training on 05/21/2021 (S1’s first day on the job), led/taught by Staff #4 (S4), before allowing S1 to work alone with the clients as the lone staff for the remainder of that overnight shift. [Per interview of S1, they said they received one (1) hour of training from S4 on their first night on the job (05/21/2021), and one-and-a-half (1.5) hours of training from S4 on their second night on the job (05/22/2021).] By comparison, interview of the administrator and frontline staff tended to show that other caregivers at the facility were typically provided at least forty (40) to eighty (80) hours of on-the-job training/practice before their first day working “live” with the clients (i.e. without a trainer directly shadowing them).

Date and time-stamped electronic correspondence showed: On 05/23/2021, S1 contacted the facility administrator (S5) asking where incontinence products were stored because one of the clients had a urine accident. S1 expressed to S5 that their earlier training was a “speed through,” that they were struggling, and that they desired more communication and training. S5 replied that they usually personally train new hires, but they were personally “not feeling well at all.” Two other sources showed that for at least some point during the following week, S4 and S5 were out of town. Training records showed that on 06/05/2021, S1 received additional instruction on food storage and cleaning (unspecified how many hours).

In their own interview: S1 confirmed that the onboarding training they received from Licensee left them unprepared to meet the needs of clients. For example, S1 cited they did not receive adequate instruction on clients’ physical needs, special diets, how to respond to falls or medical emergencies, or how to effectively manage clients' behaviors and/or resistance to care. S1 said their insufficient training was a primary reason they resigned their position twenty (20) calendar days later. (By the date CCLD received the complaint, S1 had already resigned from employment.)

Based on records and interviews, a preponderance of evidence exists to show that Licensee did not provide 1 of 14 staff (S1) required training. The allegation is therefore Substantiated, and one (1) deficiency was cited for it per California Code of Regulations, Title 22 (refer to the attached LIC 9099-D page). A Plan of Correction was jointly developed with the Licensee.

An exit interview was conducted with Caregiver Elsa Ramirez and Licensee/Administrator Sabrina Snyder, to whom a copy of this report, the LIC 9099-D page, and the Licensee/Appeal Rights (LIC9058 03/22) were provided during today’s visit.
SUPERVISORS NAME: Simon Jacob
LICENSING EVALUATOR NAME: Dang Nguyen
LICENSING EVALUATOR SIGNATURE:

DATE: 03/13/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/13/2026
LIC9099 (FAS) - (06/04)
Page: 2 of 6
Control Number 08-AS-20210614094619
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: ESPERANZA'S HOMES OF HOPE
FACILITY NUMBER: 374603579
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 03/13/2026
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Type B
03/13/2026
Section Cited
CCR
80065(f)
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80065 Personnel Requirements: “(f) All personnel shall be given on-the-job training or shall have related experience…as appropriate to the job assigned and as evidenced by safe and effective job performance.” This requirement was not met, as evidenced by:
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By the date CCLD received the complaint, S1 had already resigned their employment. Licensee agreed going forward to ensure that all new hires are fully confident in their job tasks before allowing them “live” with clients (i.e. without a job-shadow trainer). No further Plan of Correction was developed.
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Based on records and interviews, Licensee did not ensure that 1 of 14 staff (S1) had on-the-job training and related experience as appropriate to their assigned job and as evidenced by safe and effective job performance. This posed a potential health, safety, and personal rights risk to persons 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: Simon Jacob
LICENSING EVALUATOR NAME: Dang Nguyen
LICENSING EVALUATOR SIGNATURE:

DATE: 03/13/2026
I acknowledge receipt of this form and understand my appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/13/2026
LIC9099 (FAS) - (06/04)
Page: 3 of 6
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
06/14/2021 and conducted by Evaluator Dang Nguyen
COMPLAINT CONTROL NUMBER: 08-AS-20210614094619

FACILITY NAME:ESPERANZA'S HOMES OF HOPEFACILITY NUMBER:
374603579
ADMINISTRATOR:SABRINA SNYDERFACILITY TYPE:
735
ADDRESS:13706 WHISPERING MEADOWS LANETELEPHONE:
(619) 825-6159
CITY:JAMULSTATE: CAZIP CODE:
91935
CAPACITY:6CENSUS: 5DATE:
03/13/2026
UNANNOUNCEDTIME BEGAN:
12:45 PM
MET WITH:Caregiver Elsa Ramirez and Licensee/Administrator Sabrina SnyderTIME COMPLETED:
02:45 PM
ALLEGATION(S):
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-Facility staff did not meet a client's needs.
-Licensee did not afford a client equipment to meet his/her needs.
-Facility staff did not accord a client dignity.
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Dang Nguyen conducted an unannounced subsequent visit to deliver findings regarding the above prior complaint allegations. LPA was welcomed by, identified himself to, and discussed the purpose of the visit with Caregiver Elsa Ramirez. LPA also spoke to Licensee/Administrator Sabrina Snyder who arrived later during the visit.

The Complainant alleged that Licensee did not meet Client #1 (C1)’s needs, that Licensee did not accord C1 equipment to meet/his needs, and that Facility staff did not accord Client #3 (C3) dignity. [See LIC811 Confidential Names List for a description of select person identifiers used in this report.] CCLD’s investigation involved multiple unannounced facility tours/welfare checks and interviews of pertinent facility staff, clients, and outside sources. The Department also reviewed relevant care records and electronic correspondence.

[CONTINUED ON LIC 9099-C, 1 of 2]
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Simon Jacob
LICENSING EVALUATOR NAME: Dang Nguyen
LICENSING EVALUATOR SIGNATURE:

DATE: 03/13/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/13/2026
This report must be available at Child Care and Group Home facilities for public review for 3 years.
LIC9099 (FAS) - (06/04)
Page: 4 of 6
Control Number 08-AS-20210614094619
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: ESPERANZA'S HOMES OF HOPE
FACILITY NUMBER: 374603579
VISIT DATE: 03/13/2026
NARRATIVE
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[CONTINUED FROM LIC 9099-A] The Complainant said during the overnight shift ending on 06/05/2021, Staff #1 (S1) was assisting C1 to the toilet around 2:00 AM, when C1 fell and was too weak to get back up. S1 stayed with C1 but was not strong enough to help C1 back up to their feet. Around 4:00 AM, S1 asked supervisor Staff #2 (S2) for help via phone. S2 received S1’s communication, but no help was sent. It was not until 5:00 AM that Client #2 (C2) woke up and assisted S1 with getting C1 up off the bathroom floor.

According to their LIC602 Physician’s Report, C1’s doctor wrote that C1 was diagnosed with schizoaffective disorder but was also able to ambulate and transfer themselves without assistance from others. According to their San Diego Regional Center (SDRC) Individual Program Plan (IPP), C1 had mild intellectual disability but was also physically independent with hygiene and grooming tasks, needing only reminders. According to C1’s latest LIC625 Appraisal/Needs and Services Plan (dated 01/15/2020), they had a history of “emotional outbursts” and self-injurious behavior. There was no mention in these documents of C1’s use of, or need for, a gait belt. In their interviews, multiple staff explained C1 had a history/tendency to put themselves down on the floor when upset and refuse to get up or allow themselves to be assisted up.

In their own interview with CCLD, C1 confirmed being on the bathroom floor at night during the complaint period, but C1 declined to provide any detail as to how they came to be on the floor, how long they were on the floor for, or how they got back up. Date and time stamped electronic correspondence between the staff showed: During the overnight shift in question, S1 was the lone staff on duty and was assisting C1 to the restroom. C1 was upset about being woken up and purposely put themselves on the bathroom floor (without injury) around 3:00 AM, then refused to allow S1 to help them back up. S1 contacted S2 at 4:18 AM; S2 advised that C1 was having a behavior and that S1 would need to “wait it out” until C1 was themselves “ready” to get back up. At 5:24 AM, S1 wrote that C1 allowed them to change their Depends, and that an additional caregiver (S3) had arrived at the facility. In their own interview, S3 denied having direct knowledge about C1 being on the bathroom floor. In their own interview, C2 told LPAs that C1 was normally able to get themselves up off the floor. C2 said on the night in question, S1 was with C1, but C1 “didn’t want to get up” off the floor. Some staff and client/housemate interviews showed that C1 sometimes would drop themselves to the floor when upset. Based on the available evidence, CCLD concluded that during the incident in question, C1 had voluntary behavior lasting a little over two (2) hours, involving no injury, requiring no medical attention, and not disturbing any other client. [CONTINUED ON LIC 9099-C, 2 of 2]
SUPERVISORS NAME: Simon Jacob
LICENSING EVALUATOR NAME: Dang Nguyen
LICENSING EVALUATOR SIGNATURE:

DATE: 03/13/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/13/2026
LIC9099 (FAS) - (06/04)
Page: 5 of 6
Control Number 08-AS-20210614094619
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: ESPERANZA'S HOMES OF HOPE
FACILITY NUMBER: 374603579
VISIT DATE: 03/13/2026
NARRATIVE
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[CONTINUED FROM LIC 9099-C, 1 of 2]

The Complainant said C1, who could not fully bear their own weight while standing, had a walker assistive device that was “wobbly” and unstable, which Licensee did not arrange to have repaired or replaced. They said staff informed facility administrator Staff #5 (S5) and supervisor Staff #2 (S2) that C1 needed a gait belt device to assist with transferring, but one was never provided to staff to use with C1.

During their 06/24/2021 site visit, LPAs observed C1 using a two-wheel walker that was stable and in ideal working condition (i.e. no apparent need for repair or replacement). C1 demonstrated to LPAs their ability to independently stand up from a chair, to bear their own body weight, and to maintain a straight upright posture while standing. C1 also demonstrated their ability to walk a short distance without the walker. LPAs did not see anything to suggest that C1 required a gait belt for transferring assistance.

The Complaint said on the morning of 05/23/2021, Staff #4 (S4) woke up Client #3 (C3) from bed by taking S3’s blanket and swatting S3’s body with it a few times. The Complainant said C3 was unharmed, but this gesture/action was not respectful to S3.

In their own interview with CCLD, C3 denied that S4, or any other staff member, had swatted them with a blanket. S4 denied hitting any client with a blanket. CCLD interviewed each of C3’s housemates and multiple other staff, finding no evidence corroborating that staff had swatted C3 or any other client with a blanket.

Based on records and interviews, a preponderance of evidence does not exist to show that facility staff did not meet a C1’s needs, that Licensee did not afford C1 equipment to meet their needs, or that facility staff did not accord C3 dignity. These three (3) allegations are therefore Unsubstantiated, and no deficiencies were cited for them.

An exit interview was conducted with Licensee/Administrator Sabrina Snyder, to whom a copy of this report and the Licensee/Appeal Rights (LIC9058 03/22) were provided.
SUPERVISORS NAME: Simon Jacob
LICENSING EVALUATOR NAME: Dang Nguyen
LICENSING EVALUATOR SIGNATURE:

DATE: 03/13/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/13/2026
LIC9099 (FAS) - (06/04)
Page: 6 of 6