complaint·October 28, 2025

To investigate the above allegations a complaint visit was conducted on 03/20/2025 and allegation was discussed with the Executive Director (ED) Elizabeth Spencer. Random resident interviews were conducted telephonically on 05/18/2025 from approximately 2pm-4:30 and 5:30pm-7:30pm; on 6/10/2025 from approximately 9am-11am and 2pm-5pm; on 9/24/2025 from approximately 2pm-4:30pm. ED reported that on 01/07/2025, at approximately 4:27pm Community received SCE alert notification that power could be shut off due to expected wind event. Department managers and all residents were alerted, and preparations were made for emergency lighting and power to nurse call system. Community staff were notified; NOC shift staff was prepared with emergency MARs and lighting due to advance communication to be prepared for possible outage. Interview with staff and random residents confirmed that power was shut off on 01/08/2025 at approximately 11:30pm. Power was shut off in Thousand Oaks area due to high winds and power was restored by 11:30pm on 01/09/2025. Residents confirmed that facility staff made rounds throughout emergency to residents’ rooms during the NOC shift staff at least every hour. According to ED, additional staffing was in place throughout the entire emergency, including overnight management in the building. Breakfast and lunch were served in the dining room, and room service was provided for those unable to walk to the dining room. Dinner was served exclusively in apartments to avoid safety issues with limited lighting. Community staff rolled food carts and provided choices of meals to each resident. Staff reported that room checks, fire watch and temperature checks were completed throughout power outage with extra staffing brought in overnight to provide additional support; flashlights were made available to those without working flashlights. Common areas remain lit with ancillary lighting in the main building; space was created for residents to gather, play cards, and visit with others. ED stated that some residents went with family/friends and others stayed and sheltered in place. Staff reported that during room checks, staff also assisted residents with charging their cell phone and hearing aids by creating a charging station, and provided updated communication regarding power outage, meal delivery timelines, and available flashlights and extra blankets for use. ED reported that residents who normally use a powered wheelchair received assistance from staff with ambulation using a manual wheelchair; residents who require oxygen administration were provided with portable tanks for use. Resident interviews confirmed that they had lanterns and flash lights, however it was not sufficient; the outer buildings did not have any emergency lighting outside near walkways, stairs nor by any of the exits. Residents reported that although staff made frequent checks, they were still terrified from being in complete darkness and freezing cold. (Continue to LIC9099c) Residents living in the outer units expressed that better provisions should be in place for future planned power shut off. Residents voiced that additional accommodation should be made to ensure residents aren’t freezing cold and in an unsafe living environment with no emergency lighting for exits, stairs and walkways. ED and residents confirmed facility generator activated lighting of only the main building hallways, nurse call system, and emergency outlets. The generator failed at approximately 12am on 01/09/2025 and two small portable generators were set up to power nurse call system and recharging station. ED confirmed that the outer buildings did not have emergency exit, walkway an stairs lighting. ED reported that following the SCE power shut off incident she contacted the fire department and requested a site visit. ED reported the outcome of the fire inspection was that they were asked to install emergency lighting on the outer building exits. Based on the above information gathered, allegation “Staff did not have proper provisions during a power outage” is deemed substantiated at this time. Pursuant to Title 22 of the CA Code of Regulations, the following deficiency was cited (refer to LIC 809-D): Exit interview conducted. A copy of the report and appeal rights were reviewed and provided.