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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 425802106
Report Date: 12/30/2025
Date Signed: 12/30/2025 04:50:44 PM

Substantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364
This is an official report of an unannounced visit/investigation of a complaint received in our office on
03/10/2025 and conducted by Evaluator Rachael De Leon
COMPLAINT CONTROL NUMBER: 29-AS-20250310142840
FACILITY NAME:WESTMONT OF SANTA BARBARAFACILITY NUMBER:
425802106
ADMINISTRATOR:JADE ALMA-HARRISFACILITY TYPE:
740
ADDRESS:190 VIAJERO DRTELEPHONE:
(805) 265-4327
CITY:GOLETASTATE: CAZIP CODE:
93117
CAPACITY:99CENSUS: 72DATE:
12/30/2025
UNANNOUNCEDTIME BEGAN:
03:45 PM
MET WITH:Jade Alma-HarrisTIME COMPLETED:
04:50 PM
ALLEGATION(S):
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Facility has inadequate staffing.
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) De Leon conducted a subsequent complaint visit to the facility above. LPA met with Administrator Jade Alma-Harris and explained the purpose of the visit.

LPA Kontilis conducted the 10-day complaint visit on 03/13/2025, collected records and conducted interviews with residents at 5:20pm, 5:23pm, 5:30pm, 5:37pm, 5:40pm, 5:42pm, 5:45pm, and 5:58pm. LPA conducted interviews with staff on 03/13/2025 at 5:45pm and 6:00pm. LPA conducted interviews with witnesses on 03/14/2025 at 12:11pm, on 08/18/2025 by email and on 05/21/2025 at 3:12pm. LPA conducted additional staff interview on 03/17/2025 at 12:07pm.

LPA De Leon conducted a subsequent complaint visit on 11/21/2025, collected records and interviewed staff at 10:30am, 11:02am, 11:25am, 12:20pm, 2:10pm and 2:41pm. LPA conducted interviews with residents on 11/21/2025 at 2:26pm and 3:05pm. LPA De Leon conducted a subsequent complaint visit on 11/25/2025 conducted interviews with residents at 12:55pm, 1:15pm, 1:42pm, 2:20pm and 3:15pm. Cont. 9099-C
Substantiated
Estimated Days of Completion:
SUPERVISORS NAME: Kelly Burley
LICENSING EVALUATOR NAME: Rachael De Leon
LICENSING EVALUATOR SIGNATURE:

DATE: 12/30/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 12/30/2025
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 6
Control Number 29-AS-20250310142840
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364
FACILITY NAME: WESTMONT OF SANTA BARBARA
FACILITY NUMBER: 425802106
VISIT DATE: 12/30/2025
NARRATIVE
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LPA De Leon requested additional records from facility on 12/04/2025. LPA De Leon reviewed records on 12/08/2025, 12/11/2025 and 12/12/2025.

On the allegation: Facility has inadequate staffing. LPA’s conducted interviews with 8 out of 8 staff which revealed the facility has been on and off short staffed from summer of 2024 through summer of 2025. A staff stated residents’ needs are more than they used to be in assisted living. It takes longer to provide care to residents that need two-person assistance and transfers. A staff member stated the call buttons are answered as soon as they can be. If staff are with a resident, staff must finish with the resident before moving on to the next resident, some calls do have longer waiting times if staff are busy with a resident. Another staff member stated staffing is short on the weekends when too many staff are off, or the facility gets staff calling off and nobody to fill the vacant shift. A staff member said staff work alone for several hours on a weekday due to not having enough care staff scheduled to work. A staff member stated the facility hires then cuts back hours based on the needs of the current residents; staff feel the care plans are not updated to reflect the actual current needs of the residents. Administrator stated the facility uses a software system to determine the staffing ratios needed to meet residents’ needs. A staff stated if the care plans are not updated to reflect the current needs of the residents in care, then the staffing ratio requirements would not be sufficient at times. Medication Technicians stated they had to help caregivers, Caregivers stated they had to help in the dining room. A staff member stated they helped with housekeeping. Staff stated the dining room has been short staffed, and the facility was using caregivers to help take orders and get food if there were not enough kitchen staff to do so, the facility stopped using care staff for sanitary purposes. The waiting times for taking orders and getting food were longer at times when there were not enough staff. A staff member stated one of the housekeeping staff had to take off work for a while and some of the regular cleaning schedules were not kept up during a period of 1-2 weeks in resident apartments and in the common areas due to not having enough staff to help clean. A staff member said in 09/2025 the facility had hired more kitchen staff and the facility said it was fully staffed with servers, so the facility asked a server to cover the vacant housekeeper position. A staff member interview revealed activities program director quit, and a new one was not hired for several months leaving activities short staffed for a period of 1-3 months, some staff helped run a few activities during this period, but several activities were cancelled. The activities calendar was not followed during this time. 8 out of 8 staff said the facility has been short staffed for several months over the last year in a few departments.

Continued 9099-C
SUPERVISORS NAME: Kelly Burley
LICENSING EVALUATOR NAME: Rachael De Leon
LICENSING EVALUATOR SIGNATURE:

DATE: 12/30/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 12/30/2025
LIC9099 (FAS) - (06/04)
Page: 2 of 6
Control Number 29-AS-20250310142840
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364
FACILITY NAME: WESTMONT OF SANTA BARBARA
FACILITY NUMBER: 425802106
VISIT DATE: 12/30/2025
NARRATIVE
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LPA interviewed 7 out of 7 Residents which revealed the wait times could be 15-40 minutes for help depending on how many caregivers and servers were scheduled that day. A resident stated if you came early to meal service, then you would get better service but if you came in the middle to the end of service it takes longer. A resident stated the desserts were not coming out when the resident was done eating the meal residents had to wait until all residents were served the meal then staff would serve the dessert at the end of the meal to all the residents at the same time, which took even longer if you came early to eat. A resident interview stated if a resident needed assistance to get to and from dining by caregivers it would take longer to get picked up from room and then it would take longer to get picked back up after the meal to get back to the room. A resident interviewed revealed not sure of the activity or housekeeping schedule any longer, not sure if the housekeeper was coming to clean or not, at times the caregivers were helping clean up the room and taking out the trash if they had the time. A resident interview stated that the resident would go to an activity based on the calendar and show up with nobody to run the activity. The communication of the directors with the residents was not good, didn’t really know what was going on except there were not enough staff to handle everything that was needed. A few residents no longer go to activities and were not sure if the activities the residents liked had even began again or not, one resident went back to an activity the resident liked but the new staff did not run it like the prior staff did so the resident no longer liked it and stopped going. A resident interview revealed the staff working at the facility are great, there are just not enough staff to do everything that is needed and to take care of it in a timely manner. A few residents said they do not like to complain about staffing because the staff that are working are great and the staff get in trouble if you complain. Another resident stated the facility is short staffed and has been for a long time, but the facility is not going to do anything about it so why complain. A resident interview revealed the rent fees are increased yearly but no new staff have been hired, and they still have longer wait times. A resident said if the staffing is short on that shift, they may ask for a resident’s shower to be put off till later or the next day. Residents said the communication was not good for a long time and finally now the facility will send someone to your room if you have been waiting awhile to let you know they can help you or if you want to wait for the staff that usually comes to do it, it will be about another 10-15 minutes longer. A resident said communication is better now and it is nice to know what is going on. A resident said the activities are back on again and some of the musicians are great. A residents said the facilities issues could all be fixed with more staffing.
Continued 9099-C
SUPERVISORS NAME: Kelly Burley
LICENSING EVALUATOR NAME: Rachael De Leon
LICENSING EVALUATOR SIGNATURE:

DATE: 12/30/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 12/30/2025
LIC9099 (FAS) - (06/04)
Page: 3 of 6
Control Number 29-AS-20250310142840
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364
FACILITY NAME: WESTMONT OF SANTA BARBARA
FACILITY NUMBER: 425802106
VISIT DATE: 12/30/2025
NARRATIVE
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Witness interview revealed the resident had called about waiting too long, and Witness has gone to the facility when the resident has waited a long time. Witnesses said residents calling for help to take showers or to go to the restroom, or to get escorted to meals and activities, must wait longer when staffing is short that day. Witnesses said the dining room is short-staffed, and it takes longer to get meals ordered and delivered to the tables. A witness said the dining room tables are left with food and sticky residue from prior meals. Witnesses noticed the common areas and apartments were not being cleaned like they normally were for a few weeks due to short staffing. A Witness said the facility has a lack of staffing to meet the timely needs of all the residents in care. Witness interview said dining was short on staff sometimes with only 1 server on the floor and it could take up to 20 minutes to have your order taken and then wait for the food to come out, the tables were dirty, left with sticky residue and not being cleaned after the last meal to be sanitary.

LPA reviewed 7 randomly chosen resident care plans which revealed six out of seven (6/7) residents had care plans with additional services needed.
Care Plan 1- included Bathing maximum assistance 2 x per week, Dressing maximum assistance daily in the am and pm, Oral Care maximum assistance daily, Hearing moderate assistance with devices from Med-Tech daily am and pm, Toileting maximum assistance several times daily, Meals moderate assistance cutting, preparing and prompting, Engagement minimal assistance needed, Housekeeping services 1X per week.
Care Plan 2- included Bathing is now done by Hospice Agency staff, Dressing maximum assistance reminders and preparing items, Toileting maximum assistance stand by assist as needed daily, Transfers moderate assistance standby assist when needed daily, Mobility maximum assistance escort to meals with walker and reminders, Medication Management maximum assistance med pass 2x a day, Coordination of Care moderate assistance with hospice agency, Housekeeping services 1x per week with daily trash pickup.
Care Plan 3- included Cognition, Behavioral Expression and Communication minimum assistance prompting and observation, Bathing maximum assistance 1x per week, Mobility minimum assistance walker with daily observation, Special Care Needs maximum assistance daily, Engagement minimum assistance with encouragement daily, Coordination of Care moderate assistance with mental health. Housekeeping services 1X per week.

Continued 9099-C
SUPERVISORS NAME: Kelly Burley
LICENSING EVALUATOR NAME: Rachael De Leon
LICENSING EVALUATOR SIGNATURE:

DATE: 12/30/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 12/30/2025
LIC9099 (FAS) - (06/04)
Page: 4 of 6
Control Number 29-AS-20250310142840
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364
FACILITY NAME: WESTMONT OF SANTA BARBARA
FACILITY NUMBER: 425802106
VISIT DATE: 12/30/2025
NARRATIVE
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Care Plan 4- included Bathing is done by Hospice agency, Dressing is maximum assistance daily am and pm, Toileting maximum assistance daily when needed, Transfer maximum assistance daily, Mobility maximum assistance daily, Meals minimum assistance daily reminders, Engagement minimum assistance reminders and observation, Medication Maximum Assistance needed. Housekeeping services 1X per week.
Care Plan 5-included Mobility maximum assistance for escorts, walker and wheelchair, Engagement minimum assistance for need and observation, Housekeeping services 1X per week.
Care Plan 6-included Bathing maximum assistance 1 staff 2 x a week, Dressing maximum assistance, Toileting maximum assistance, Mobility maximum assistance with a walker, Medication maximum assistance pass up to 4 or more times per day by a medication technician (Med-tech), Coordination with outside agency moderate assistance Home Health, Housekeeping services 1X per week and Trash assistance daily 7 x a week.
Care Plan 7-Resident does not have additional services and is independent of the care plan.

LPA De Leon reviewed call button logs for the same 7 residents at the facility for 7-day period from June 1, 2025-June 7, 2025, which revealed 3 out of 7 residents reviewed had call button logs over 15 minutes to a maximum of 96 minutes. Care plan 4 Resident had 9 calls over 15 minutes, 1 at 15 minutes, 2 at 16 minutes, 1 at 18 minutes, 1 at 20 minutes, 1 at 21 minutes, 1 at 22 minutes, 1 at 25 minutes and 1 at 48 minutes. Care Plan 3 Resident had 1 call at 37 minutes, Care Plan 5 Resident had 7 calls with 1 at 15 minutes, 1 at 16 minutes, 1 at 17 minutes, 1 at 19 minutes, 1 at 40 minutes, 1 at 50 minutes and 1 at 96 minutes. Staff stated call buttons are usually answered in under 10 minutes if the facility is fully staffed. Staff stated residents use the call buttons for non-emergent matters at times. LPA reviewed records and there is no way for staff to tell if the next call button press is non-emergent or an emergency matter unless staff go to the location and check the resident.

Based on the evidence this allegation is deemed Substantiated at this time.


Exit interview conducted, deficiency cited, copy of report and appeal rights printed for Administrator.
SUPERVISORS NAME: Kelly Burley
LICENSING EVALUATOR NAME: Rachael De Leon
LICENSING EVALUATOR SIGNATURE:

DATE: 12/30/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 12/30/2025
LIC9099 (FAS) - (06/04)
Page: 5 of 6
Control Number 29-AS-20250310142840
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364

FACILITY NAME: WESTMONT OF SANTA BARBARA
FACILITY NUMBER: 425802106
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 12/30/2025
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Type B
12/30/2025
Section Cited
CCR
87411(a)
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(a)Facility personnel shall at all times be sufficient in numbers, and competent to provide the services necessary to meet resident needs...Additional staff shall be employed as necessary to perform..., cooking, house cleaning, laundering, and maintenance...This requirement was not met as evidenced by:
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Administrator agreed to update care plans and higher enough staff in each department to meet the needs of the residents. Provide an up-to-date LIC 500 with a list of vacancies and staff schedules for January and Februaryto CCL, continued below.
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Based on interviews and records the License did not comply with the regulation above due to insufficient staffing did not perform timely care, activities, food service and housekeeping to residents in care which possess a potential health & safety risk to residents in care.
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 after each month is completed send an up to date schedule of staff actually worked.
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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: Kelly Burley
LICENSING EVALUATOR NAME: Rachael De Leon
LICENSING EVALUATOR SIGNATURE:

DATE: 12/30/2025
I acknowledge receipt of this form and understand my appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 12/30/2025
LIC9099 (FAS) - (06/04)
Page: 6 of 6