374603778-1-6-2026-08-AS-LTEZ-DQQVFJ-20260127152401

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 374603778
Report Date: 01/06/2026
Date Signed: 01/06/2026 01:03:20 PM

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
05/28/2025 and conducted by Evaluator Ramin Hashemi

COMPLAINT CONTROL NUMBER: 08-AS-20250528084713

FACILITY NAME:	HERITAGE HILLS		FACILITY NUMBER:	374603778
ADMINISTRATOR:	MICHAEL MCCOY		FACILITY TYPE:	740
ADDRESS:	2108 EL CAMINO REAL		TELEPHONE:	(760) 206-7930
CITY:	OCEANSIDE	STATE: CA	ZIP CODE:	92054
CAPACITY:	78	CENSUS: 73	DATE:	01/06/2026
		UNANNOUNCED	TIME BEGAN:	09:30 AM
MET WITH:	Busines Office Director Amanda Togia		TIME COMPLETED:	01:20 PM

ALLEGATION(S):

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Staff handled resdient in a rough manner

INVESTIGATION FINDINGS:

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Licensing Program Analyst (LPA) Ramin Hashemi conducted an unannounced visit to deliver findings regarding the above complaint allegations. LPA introduced themselves and disclosed the purpose of the visit to Business Office Director Amanda Togia .

On 05/28/2025 it was alleged that "staff handled resident in a rough manner." The Department’s investigation consisted of unannounced facility visits, interviews with facility staff, residents, outside sources, and records review.

Regarding the allegation, "staff handled resident in a rough manner", it was alleged that facility staff were seen putting their hands on Resident 1 (R1) and yelling in their face which caused them emotional distress.
(Continued on LIC9099C, Page 2)

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Lizzette Tellez
LICENSING EVALUATOR NAME: Ramin Hashemi
LICENSING EVALUATOR SIGNATURE:	DATE: 01/06/2026

I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 01/06/2026

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 08-AS-20250528084713

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: HERITAGE HILLS	FACILITY NUMBER: 374603778
	VISIT DATE: 01/06/2026

NARRATIVE

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(Continued from LIC9099, Page 1 )

Interviews with staff demonstrated knowledge of the rights of residents. Staff consistently reported no knowledge of other staff members who were rough or caused injuries to residents. Staff consistently reported that they observe aggressive behaviors from residents and know that acting aggressive or rough in return will only exacerbate the problem.

Interviews with Residents corroborated staff interviews that staff are not physically aggressive when caring for residents. Resident 2 (R2) stated that care staff are normally friendly and helpful in their daily life.

Interviews with Outside Sources corroborated staff and resident interviews noting that staff are not physically aggressive with residents. Outside Source 2 (OS2) reaffirmed that they have not witnessed physical or rough mannerisms from staff when caring for residents, however they have noticed that staff can become exacerbated when communication between staff and residents breaks down during care services.

LPA Observations of the staff interacting with residents revealed that staff are patient, helpful, and attentive when helping residents in their activities of daily living.

Record review revealed that Resident 1 (R1) is legally blind, with a dementia diagnosis, and requires help in many of their activities of daily living.

Based on interviews, direct LPA observations and records review, a preponderance of evidence does not exist to prove that the alleged violation occurred, therefore the allegation is UNSUBSTANTIATED. An exit interview was conducted with Business Office Director Amanda Togia , to whom a copy of this report and the Licensee/Appeal Rights (LIC9058 03/22) were provided.

SUPERVISORS NAME: Lizzette Tellez
LICENSING EVALUATOR NAME: Ramin Hashemi
LICENSING EVALUATOR SIGNATURE:	DATE: 01/06/2026

I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 01/06/2026

LIC9099 (FAS) - (06/04)

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