425802136-2-10-2026-29-AS-KBUY-DRP5XR-20260226192111

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 425802136
Report Date: 02/10/2026
Date Signed: 02/10/2026 01:38:52 PM

Substantiated

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS N.ASC, 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
02/04/2026 and conducted by Evaluator Melisa Rankin

COMPLAINT CONTROL NUMBER: 29-AS-20260204125729

FACILITY NAME:	TELECARE CARMEN LANE		FACILITY NUMBER:	425802136
ADMINISTRATOR:	HANNA DIAZ		FACILITY TYPE:	772
ADDRESS:	212 WEST CARMEN LANE STE 201		TELEPHONE:	(805) 212-7680
CITY:	SANTA MARIA	STATE: CA	ZIP CODE:	93458
CAPACITY:	12	CENSUS: 11	DATE:	02/10/2026
		UNANNOUNCED	TIME BEGAN:	11:41 AM
MET WITH:	Hanna Diaz		TIME COMPLETED:	01:45 PM

ALLEGATION(S):

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Facility failed to maintain sufficient direct care staff when clients were present

INVESTIGATION FINDINGS:

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Licensing Program Analyst (LPA) Rankin conducted a subsequent complaint visit to the facility above to issue final findings. LPA met with Administrator Hanna Diaz and explained the purpose of the visit. During the initial visit on 2/06/26 LPA Rankin interviewed administrator, staff, and reviewed records. LPA conducted additional staff interview on 2/9/26.

On the allegation: Facility failed to maintain sufficient direct care staff when clients were present

It was alleged that the facility states that the staffing ratio is 1 staff to every 6 clients (1:6). It was stated that on occasion there is one member of staff left at the facility with other clients to cover alone.
During the visit on 2/6/26, the administrator stated that Telecare’s policy is staffing ratio is 1:6 and confirmed that they maintain at least two direct care staff on duty per shift, with recent schedules often showing three staff on duty. The administrator explained that if coverage is needed, either lead staff or the administrator will step in to maintain compliance with the ratio. The administrator provided schedules and documentation to demonstrate this coverage.
A review of schedules versus timecards indicated that on 2/1/26, three staff were scheduled; however, one staff member was redirected to another Telecare facility, leaving two staff on duty. On that day, a client had an outside appointment, and one staff member accompanied the client and took other clients on the outing to maintain the 1:6 ratio, leaving one staff member alone at the facility with the remaining clients.

Substantiated

Estimated Days of Completion:

SUPERVISORS NAME: Kelly Burley
LICENSING EVALUATOR NAME: Melisa Rankin
LICENSING EVALUATOR SIGNATURE:	DATE: 02/10/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/10/2026

This report must be available at Child Care and Group Home facilities for public review for 3 years.

LIC9099 (FAS) - (06/04)

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Control Number 29-AS-20260204125729

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS N.ASC, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364

FACILITY NAME: TELECARE CARMEN LANE	FACILITY NUMBER: 425802136
	VISIT DATE: 02/10/2026

NARRATIVE

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Interviews with staff on 2/6/26 and 2/9/26 confirmed that they have always worked with at least two staff and have never covered a shift alone, but that the option to spit staff to assist clients with appointments is allowed as long as the ratio of 1:6 is kept. Interviews state that this has occurred in the past on other occasions, but no specific dates or time frames could be recalled.

On 2/6/26 LPA contacted the Department of Health Care Services (DHCS) analyst who also oversees regulations that govern the facility and confirmed that DHCS regulations state as a Short-Term Crisis Residential Treatment Program, the facility is required to have "...at least two (2) staff members to be on duty 24 hours a day, seven (7) days per week...There shall be a staffing ratio of at least one (1) full-time equivalent direct service staff for each 1.6 clients served." This is per Section 531(a)(2) of Title 9. While the Title 9 policy does not specifically state the 2 staff must be maintained on the premises, the analyst stated that this is the expectation of the policy to ensure client and staff safety, emergency response, and new client admissions.

Title 22 regulations, Section 81065.5(a)(2), state: "Short Term Crisis Residential Programs shall have at least two direct care staff persons on duty, on the premises, any time clients are in the facility."

LPA read the Title 22 regulations to the administrator during the 2/6/26 visit. The administrator acknowledged the regulatory requirement for two staff on site at all times and stated that this expectation will be implemented immediately while the LPA continued with the complaint investigation. The administrator further stated that past practice was believed to align with all regulatory requirements and was Telecare Policy. During the final visit, the Administrator demonstrated understanding of the requirement for two staff on site at all times and confirmed that corrective measures will be implemented going forward.

Based on the review, the allegation is substantiated as the facility was not in full compliance with staffing requirements on 2/1/26. While this situation did not present an immediate health or safety risk, and no evidence of repeated or systemic noncompliance was found, the requirement for two staff on the premises was not met. This is considered a technical violation, and no citations are being issued at this time. A Technical Violation is issued for Section 81065.5(a)(2).

Exit interview conducted, and a copy of this report was issued.

SUPERVISORS NAME: Kelly Burley
LICENSING EVALUATOR NAME: Melisa Rankin
LICENSING EVALUATOR SIGNATURE:	DATE: 02/10/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/10/2026

LIC9099 (FAS) - (06/04)

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