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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 374604820
Report Date: 03/04/2026
Date Signed: 03/04/2026 09:23:07 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
10/29/2025 and conducted by Evaluator Debbie Correia
COMPLAINT CONTROL NUMBER: 08-AS-20251029155337
FACILITY NAME:NEW WORLD VILLA SOUTHFACILITY NUMBER:
374604820
ADMINISTRATOR:CHEN, ZAYDENFACILITY TYPE:
740
ADDRESS:14125 TARZANA RDTELEPHONE:
(858) 748-2888
CITY:POWAYSTATE: CAZIP CODE:
92064
CAPACITY:6CENSUS: 4DATE:
03/04/2026
UNANNOUNCEDTIME BEGAN:
01:15 PM
MET WITH:Caregiver Vicky BayaniTIME COMPLETED:
03:00 PM
ALLEGATION(S):
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Personal Rights
Licensee did not address theft
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Correia conducted an unannounced visit to conclude a complaint investigation. Upon arrival, LPA was greeted by Caregiver Bayani, identified herself, was granted entry into the facility, and explained the purpose of the visit.

The Department’s investigation included interviews with staff and outside sources, as well as a review of facility and external records.

On October 29, 2025, the Department received a complaint alleging theft by a staff member (S1) involving a resident (R1) and the facility’s dedicated iPhone. It was further alleged that the facility Administrator (ADM) and Licensee were aware of the thefts but failed to take sufficient action to address the ongoing abuse.

[Continued of LIC 9099C]
Substantiated
Estimated Days of Completion:
SUPERVISORS NAME: Robyn Clark
LICENSING EVALUATOR NAME: Debbie Correia
LICENSING EVALUATOR SIGNATURE:

DATE: 03/04/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/04/2026
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 5
Control Number 08-AS-20251029155337
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: NEW WORLD VILLA SOUTH
FACILITY NUMBER: 374604820
VISIT DATE: 03/04/2026
NARRATIVE
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[Continuation of LIC 9099]

On November 5, 2025, the Department visited the facility and interviewed R1, who stated that the incident occurred approximately two months earlier. According to R1, the bracelet had been placed on a nightstand next to their recliner at approximately 9:00 p.m., but the following morning it was missing. R1 believed the bracelet had been taken and later returned four days afterward by S1. The Department subsequently interviewed S1, who acknowledged awareness of both the missing bracelet and the missing facility phone but denied involvement in the disappearance of either item. S1 also claimed not to know how the items were eventually located.

The Department interviewed three additional staff members (S2, S3, and S4) who were working during the period of the alleged thefts. S2 and S3 reported that items began disappearing after S1 was hired. S2 believed the facility’s iPhone had been taken by S1, as S1 was the only staff member on shift when the phone went missing. Staff also reported other missing items, including jewelry and debit cards, following shifts worked by S1. S4 disclosed that they personally observed the facility’s red iPhone at S1’s residence and believed it had been given to S1’s landlord (OS1) as payment for past-due rent. OS1 was interviewed and confirmed that S1 had provided them with a red phone as collateral. The phone was later given to S4, who returned it to the facility. OS1 also reported that S1 was subsequently evicted for being two months behind on rent.

On November 5, 2025, the Department interviewed ADM, who admitted being aware of the thefts. ADM stated that after learning of the missing items, they informed all staff that if the facility phone and jewelry were not returned by October 21, 2025, law enforcement would be contacted. ADM reported that on October 20, 2025, S1 called and confessed to taking R1’s bracelet. ADM met S1 in a public location to retrieve the bracelet and returned it to R1. S4 also located and retrieved the missing phone from S1’s landlord. It should be noted that the phone had been reported missing two months before S4’s employment began.

[Continued on LIC 9099C]
SUPERVISORS NAME: Robyn Clark
LICENSING EVALUATOR NAME: Debbie Correia
LICENSING EVALUATOR SIGNATURE:

DATE: 03/04/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/04/2026
LIC9099 (FAS) - (06/04)
Page: 2 of 5
Control Number 08-AS-20251029155337
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: NEW WORLD VILLA SOUTH
FACILITY NUMBER: 374604820
VISIT DATE: 03/04/2026
NARRATIVE
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[Continuation of LIC 9099C]

Upon being notified of the Department’s investigation on November 5, 2025, ADM sent S1 a text message notifying them of termination.

On November 6, 2025, the Department received screenshots of text messages between ADM and facility staff confirming ADM’s awareness of the thefts and the ultimatum given to staff to come forward. During ADM’s interview, they explained that they were new to the business and unfamiliar with all regulatory requirements. ADM stated they attempted to give S1 a second chance based on personal cultural values. ADM assumed operational responsibilities in May 2025 after negotiating a contract with the Licensee. A review of facility records confirmed that an application for Change of Ownership (CHOW) was submitted on September 19, 2025, but had not yet been approved. Therefore, the Licensee remained the legal owner and responsible for the facility’s compliance with all applicable laws and regulations. 

On December 16, 2025, the Department interviewed the Licensee (LIC), who stated that the business had been sold to ADM in May 2025, at which time “day-to-day operational control” was transferred. LIC acknowledged being the “licensee of record” but denied any knowledge of S1 or the thefts.  

A review of records obtained on November 6, 2025, included a private text message exchange between ADM and LIC containing screenshots of a red phone. ADM asked, “Is this the phone?” LIC responded, “It doesn’t matter to me anymore. That phone and phone number is off our account.” LIC then provided an IMEI number, which indicated a match for the IMEI of the facility’s stolen phone. 

[Continued on LIC 9099C]

SUPERVISORS NAME: Robyn Clark
LICENSING EVALUATOR NAME: Debbie Correia
LICENSING EVALUATOR SIGNATURE:

DATE: 03/02/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/02/2026
LIC9099 (FAS) - (06/04)
Page: 3 of 5
Control Number 08-AS-20251029155337
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: NEW WORLD VILLA SOUTH
FACILITY NUMBER: 374604820
VISIT DATE: 03/04/2026
NARRATIVE
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[Continuation of LIC 9099C]

Based on interviews and records reviewed, a preponderance of evidence indicates that on or before October 20, 2025, S1 committed thefts within the facility, including stealing a resident’s $2,000 bracelet and the facility’s iPhone. Interviews with ADM and staff (S2–S4), along with record review, further corroborated that facility management was aware of the thefts as of October 20, 2025. Per Health & Safety Code §1569.153, reports are to be made to local law enforcement within 36 hours when the administrator of the facility has reason to believe resident property with a then current value of one hundred dollars ($ 100) or more has been stolen. Despite this, ADM did not meet mandated reporting requirements or take action to protect residents until being notified of the Department’s investigation on November 5, 2025, at which point ADM sent S1 a text message to terminate their employment.  

On November 7, 2025, the Department issued and served an immediate exclusion order prohibiting S1’s employment or presence in any state-licensed facility or Home Care Organization (HCO). [See LIC 811 for Confidential Names]

Based on observation, interview and record review, the preponderance of evidence standard has been met and both allegations are substantiated. Deficiencies were cited in accordance with Chapter 8, Division 6 of the California Code of Regulations and are listed on the attached LIC 9099(d). 

An exit interview was conducted with Caregiver Bayani. A copy of this report, along with the LIC 9099(d) and Licensee Appeal Rights (LIC 9058) was provided to Caregiver Bayani and emailed to Licensee at the conclusion of the visit. Signature below confirms receipt. 
SUPERVISORS NAME: Robyn Clark
LICENSING EVALUATOR NAME: Debbie Correia
LICENSING EVALUATOR SIGNATURE:

DATE: 03/04/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/04/2026
LIC9099 (FAS) - (06/04)
Page: 4 of 5
Control Number 08-AS-20251029155337
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: NEW WORLD VILLA SOUTH
FACILITY NUMBER: 374604820
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 03/04/2026
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Type A
03/05/2026
Section Cited
CCR
87468.2(a)(8)
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87468.2 Additional Personal Rights of Residents in Privately Operated Facilities (a)…residents in privately operated residential care facilities for the elderly shall have all of the following personal rights: (8) To be free from neglect, financial exploitation…and abuse.

This Requirement was not met as evidenced by:
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Per the Administrator (ADM) and the Department's investigation The ADM terminated S1 on November 5, 2025.

Deficiency Is cleared.
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Based on record review and interview, one staff member (S1) took a resident’s bracelet valued at $2,000. This posed an immediate personal rights risk to 1 of 5 (R1) residents in care.
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Type A
03/05/2026
Section Cited
CCR
87468.2(a)(25)
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87468.2 Additional Personal Rights of Residents in Privately Operated Facilities (a) In addition ...residents in privately operated residential care facilities for the elderly shall have all of the following personal rights: (25) To protection of their property from theft or loss according to Health and Safety Code sections 1569.152,1569.153, and 1569.154.

This requirement was not met as evidenced by:
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The ADM revealed they attended a CCL approved training regarding Personal Rights post initiation of the investigation. The Licensee and care staff are in process of attendance. Certificate of completion will be provided by the POC due date.
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Based on record review and interview, the licensee did not file a law enforcement report within 36 hours of learning that care staff (S1) stole a $2,000 bracelet from a resident (R1). This posed an immediate personal rights risk to 5 of 5 residents 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: Robyn Clark
LICENSING EVALUATOR NAME: Debbie Correia
LICENSING EVALUATOR SIGNATURE:

DATE: 03/02/2026
I acknowledge receipt of this form and understand my appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/02/2026
LIC9099 (FAS) - (06/04)
Page: 5 of 5