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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 374604083
Report Date: 11/19/2025
Date Signed: 11/19/2025 02:58:44 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
11/13/2025 and conducted by Evaluator Amy Rodgers
COMPLAINT CONTROL NUMBER: 08-AS-20251113133310
FACILITY NAME:MONTERA, THEFACILITY NUMBER:
374604083
ADMINISTRATOR:EMELY TURNERFACILITY TYPE:
740
ADDRESS:5740 LAKE MURRAY BLVDTELEPHONE:
(619) 832-2599
CITY:LA MESASTATE: CAZIP CODE:
91942
CAPACITY:225CENSUS: 179DATE:
11/19/2025
UNANNOUNCEDTIME BEGAN:
08:13 AM
MET WITH: Operation Specialist Emily TurnerTIME COMPLETED:
09:30 AM
ALLEGATION(S):
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Staff retaliated against resident.
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Rodgers conducted an unannounced visit to further investigate and deliver findings regarding the above complaint allegation. LPA introduced herself and disclosed the purpose of the visit to Operation Specialist Emily Turner.

During the visit, LPA conducted interviews with residents and family members, reviewed the letter in question, and made observations throughout the facility.

(Continued on LIC9099C)
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Simon Jacob
LICENSING EVALUATOR NAME: Amy Rodgers
LICENSING EVALUATOR SIGNATURE:

DATE: 11/19/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/19/2025
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-20251113133310
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: MONTERA, THE
FACILITY NUMBER: 374604083
VISIT DATE: 11/19/2025
NARRATIVE
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(Continued from LIC9099)

On 11/13/2025, the Community Care Licensing Division (CCLD) received a complaint alleging that staff retaliated against a resident. More specifically, the reporting party submitted a letter from the Licensee corporate office. The letter addressed the residents’ family members history of filing complaints and included statements that the facility believed the resident’s family member actions were disruptive and misleading. The reporting party expressed concern that the letter was retaliatory and intimidating, particularly given the residents’ family member role in assisting other families with filing complaints.

The department conducted interviews with residents and family members. Residents generally reported feeling comfortable communicating with staff and indicated that they are treated respectfully. While some noted that response times may vary depending on the situation, no significant concerns were raised regarding staff attentiveness or behavior. Family members interviewed did not report any issues related to intimidation or retaliation when seeking information or expressing concerns. Overall, both felt that the staff were responsive and supportive. No observations during the visit indicated any adverse interactions or inappropriate conduct by staff. The overall environment appeared calm, and residents were observed participating in daily activities.

The letter issued by the facility was reviewed. It included language referencing the resident’s family member conduct and history of complaints. No documentation was found indicating that the resident’s care, services, or treatment had changed.

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 Operations Specialist Turner, to whom a copy of this report and the Licensee/Appeal Rights (LIC9058 03/22) were provided.

SUPERVISORS NAME: Simon Jacob
LICENSING EVALUATOR NAME: Amy Rodgers
LICENSING EVALUATOR SIGNATURE:

DATE: 11/19/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/19/2025
LIC9099 (FAS) - (06/04)
Page: 2 of 2