435202623-8-27-2025-26-AS-ACON-DLKM8K-20250916092315

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 435202623
Report Date: 08/27/2025
Date Signed: 08/27/2025 11:42:04 AM

Unsubstantiated

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CENTRAL COAST CR/RES, 2580 N. FIRST STREET, STE. 350
SAN JOSE, CA 95131

This is an official report of an unannounced visit/investigation of a complaint received in our office on
06/16/2025 and conducted by Evaluator Kiran Jain

PUBLIC

COMPLAINT CONTROL NUMBER: 26-AS-20250616122012

FACILITY NAME:	IVY PARK AT PALO ALTO		FACILITY NUMBER:	435202623
ADMINISTRATOR:	STEPHANIE BRICE		FACILITY TYPE:	740
ADDRESS:	2701 EL CAMINO REAL		TELEPHONE:	(703) 273-7500
CITY:	PALO ALTO	STATE: CA	ZIP CODE:	94306
CAPACITY:	0	CENSUS: 79	DATE:	08/27/2025
		UNANNOUNCED	TIME BEGAN:	10:20 AM
MET WITH:	Stephanie Brice		TIME COMPLETED:	11:45 AM

ALLEGATION(S):

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Facility staff are not safeguarding belongings of resident(s)

INVESTIGATION FINDINGS:

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On 08/27/2025, Licensing Program Analyst (LPA) Kiran Jain arrived unannounced at the facility to deliver and discuss the findings of the Complaint allegations and investigation. Upon arrival, the LPA met with the Executive Director, Stephanie Brice, and disclosed the purpose of the visit.

On 06/16/2025, the department received a complaint with one (1) allegation ‘Facility staff are not safeguarding belongings of resident(s)’.

On 06/20/2025, 08/12/2025, and 08/21/2025, the department conducted initial investigations at the facility.

On 06/20/2025, 08/12/2025, 08/21/2025, and 08/26/2025, LPA interviewed five (5) staff members (ED, S1-S4), nine (9) residents (R1-R9), and R10’s Primary Emergency Contact (PEC).

Continued on LIC9099-C

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: April Cowan
LICENSING EVALUATOR NAME: Kiran Jain
LICENSING EVALUATOR SIGNATURE:	DATE: 08/27/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/27/2025

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 26-AS-20250616122012

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CENTRAL COAST CR/RES, 2580 N. FIRST STREET, STE. 350
SAN JOSE, CA 95131

FACILITY NAME: IVY PARK AT PALO ALTO	FACILITY NUMBER: 435202623
	VISIT DATE: 08/27/2025

NARRATIVE

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ED stated that at a resident town hall, a resident reported that some personal clothing items had gone missing. The facility offered solutions and stated it had policies in place for safeguarding belongings, with staff trained to follow them. ED stated that doors were alarmed and monitored by cameras, and that no unsecured doors had been observed. Residents were permitted to smoke in a designated courtyard area and used their pendants to request reentry. ED further stated that there were two incidents in which unauthorized homeless individuals entered the premises in April and May 2025. Police were contacted in both cases, though no cases were opened. Following these events, the facility reinforced door security, reminded staff of security procedures, and instructed staff to call 911 immediately if unauthorized individuals were observed.

S1 stated that S1 was aware of any security concerns at the facility. S1 further stated that while a resident mentioned a missing item in the past, no further issues were reported, and no residents expressed feeling unsafe.

S2 stated that S2 recalls two past incidents in which residents mentioned missing personal items, including a ring and money from a wallet. S2 also stated that there had been a few occasions when an unauthorized homeless individual was seen on the property near the trash area before leaving through the back door. S2 further stated S2 was not aware of the individual entering any resident rooms or whether police were contacted.

S3 stated that socks of some residents occasionally went missing from the laundry but were later found at the front desk and returned to residents. S3 also stated that an unauthorized homeless individual attempted to enter the facility on several occasions between November 2024 to May 2025, but did not access resident rooms or take anything. Police were contacted during one incident, but the individual was not located. Staff were instructed not to allow the person inside again.

S4 stated that a resident had mentioned missing socks but no other belongings. S4 also stated that an unauthorized homeless individual entered the facility a few times between November 2024 and May 2025 through the front door but left without incident. On another occasion, the individual was stopped by the front desk. S4 further stated that side doors were secured with sensors, though the delivery door did not have sensors.

R1 stated that cash had been taken from R1’s purse more than two years ago but stated that no cash or belongings had gone missing in the past two years.

Continued on LIC9099-C

SUPERVISORS NAME: April Cowan
LICENSING EVALUATOR NAME: Kiran Jain
LICENSING EVALUATOR SIGNATURE:	DATE: 08/27/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/27/2025

LIC9099 (FAS) - (06/04)

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Control Number 26-AS-20250616122012

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CENTRAL COAST CR/RES, 2580 N. FIRST STREET, STE. 350
SAN JOSE, CA 95131

FACILITY NAME: IVY PARK AT PALO ALTO	FACILITY NUMBER: 435202623
	VISIT DATE: 08/27/2025

NARRATIVE

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R1 reported feeling safe and secure in the facility and described it as a good place to live. R1 further stated that R1 hasn’t seen any homeless person inside the facility.

R2 stated that no belongings, cash, or clothing had ever gone missing from R2’s room. R2 stated they had not seen any homeless individuals at the facility, felt secure in R2’s room, and had no concerns about living at the facility.

R3 stated that R3’s belongings were safe and had not gone missing. R3 stated that R3 was not aware of other residents reporting missing items and had not seen any unauthorized homeless individuals at the facility. R3 further stated that R3 felt safe living at the facility and had no concerns.

R4 stated that none of their belongings had gone missing at the facility. R4 stated that R4 felt safe and secure living there and had no concerns. R4 recalled one incident in which an homeless individual entered the lobby but was promptly escorted out by staff.

R5 stated that nothing had ever been stolen from R5’s room and that R5 was not aware of any other residents having items stolen. R5 reported never seeing any homeless individuals at the facility. R5 further stated they felt safe at the facility and had no problems living there.

R6 stated that cash had gone missing around the time they moved into the facility and more recently, cash was missing again from their wallet. R6 stated they had kept the cash in the same place since moving in and noticed it was missing when checking their wallet. R6 reported the loss to facility staff, who searched the room but did not locate the money and stated the matter would be reported to the police. R6 stated they had not seen any unfamiliar homeless individuals in the facility and generally felt safe.

R7 stated that nothing had gone missing from R7’s room and that only authorized individuals had entered. R7 reported feeling the facility was calm and quiet.

R8 stated that laundry items had occasionally gone missing but were always returned. R8 further stated that no cash or personal belongings were missing and that they had not observed any homeless person around the facility.

R9 stated that R9 enjoyed living at the facility, received help when needed, and described the food as very good. R9 reported one instance of clothing being mixed up in the laundry but no other missing belongings or cash.

Continued on LIC9099-C

SUPERVISORS NAME: April Cowan
LICENSING EVALUATOR NAME: Kiran Jain
LICENSING EVALUATOR SIGNATURE:	DATE: 08/27/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/27/2025

LIC9099 (FAS) - (06/04)

Page: 3 of 4

Control Number 26-AS-20250616122012

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CENTRAL COAST CR/RES, 2580 N. FIRST STREET, STE. 350
SAN JOSE, CA 95131

FACILITY NAME: IVY PARK AT PALO ALTO	FACILITY NUMBER: 435202623
	VISIT DATE: 08/27/2025

NARRATIVE

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R10’s Primary Emergency Contact (PEC) stated that in April 2025, R10 reported that cash was missing from R10’s bedside table and previously, cash had gone missing as well, though the exact date was not recalled. R10’s PEC stated they were dissatisfied with the facility’s response, which was to advise being more responsible with cash. No police report was filed. R10’s PEC acknowledged that R10 had dementia and may have misplaced the money, but believed the cash had been present before it went missing.

On 08/13/2025, LPA obtained and reviewed R1’s Records. R1’s Personal Property and Valuables record showed no items listed. R1’s Medical Assessment report dated 03/21/2025, stated that R1 was able to manage their own cash resources and did not have a dementia diagnosis. R1’s Service Plan dated 09/11/2024, stated R1 was generally oriented to person, time, and place.

On 08/21/2025, LPA obtained and reviewed R6’s Records. R6’s Personal Property and Valuables record showed no items listed. R6’s Medical Assessment report dated 07/19/2024, stated that R6 was not able to manage their own cash resources and had a Mild Cognitive Impairment (MCI) diagnosis. R6’s Service Plan dated 03/06/2025 stated R6 doesn’t have cognitive impairment.

On 08/21/2025, LPA obtained and reviewed R10’s Records. R10’s Personal Property and Valuables record showed no items listed. R10’s Medical Assessment report dated 02/10/2022, stated that R10 was able to manage their own cash resources and had a Mild Cognitive Impairment (MCI) diagnosis. R10’s Service Plan dated 09/11/202408/01/2025, stated R10 was oriented to person, time, and place.

On 08/26/2025, LPA obstained and reviewed the facility's LIC9060 Resident Theft and Loss Record, which listed the missing items and cash for R1, R6, and R7.

Based on interviews conducted and records reviewed, although 3 of 10 residents reported incidents of missing clothing or cash, these incidents could not be verified and lacked supporting evidence. All residents confirmed that they had not seen unauthorized homeless individuals inside or near their rooms, and they felt secure living at the facility. Staff acknowledged that homeless individuals had entered the premises on multiple occasions between November 2024 and May 2025, but no evidence indicated that the residents’ belongings were taken by these homeless individuals. The Department has determined that the allegation may have happened or is valid, but there is not a preponderance of evidence to prove that the alleged violation occurred. Therefore, the allegation(s) are UNSUBSTANTIATED.

No deficiencies were cited under the California Code of Regulations, Title 22.

An exit interview was conducted with the Executive Director. A copy of this report was provided to the Executive Director, Stephanie Brice, whose signature on this form confirms receipt of the report.

SUPERVISORS NAME: April Cowan
LICENSING EVALUATOR NAME: Kiran Jain
LICENSING EVALUATOR SIGNATURE:	DATE: 08/27/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/27/2025

LIC9099 (FAS) - (06/04)

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