complaint·May 12, 2025

Continued LIC9099-C page 2 S1 and S2 stated that visitors are not required to call the facility in advance to notify staff of their visit. They also stated that visitors are not made to wait outside the facility door for extended periods of time before being allowed to enter the facility. Investigation Reveals the following: It was reported that the facility's phone has not been in working order for some time, and that one of the staff members has been providing their personal cell phone number as a means of contact. However, the staff member with the cell phone is not always present at the facility, and when that staff member is present at the facility, they do not always answer their cell phone. It was also reported that staff require visitors to call ahead before arriving at the facility to inform staff that they are coming to visit a resident. Upon arrival, visitors are made to wait outside the facility door for an extended period of time before being allowed inside. Staff Members #1-2 (S1-S2), when interviewed, confirmed that the landline is temporarily down due to a neighborhood outage. S1-S2 stated that all residents, responsible parties, visitors, Community Care Licensing, and the appropriate agencies have been notified of the outage. S1 stated on 05/05/2025, a visitor came to the facility at 3:19 p.m. to visit a resident, and staff opened the door in 16 seconds. The visitor was at the front door for less than 20 seconds before being allowed inside. S1 also provided supporting evidence through Ring camera video footage, which captured the visitor entering through the facility's door. Allegation: Licensee does not ensure that the facility maintains a working telephone on the premises at all times. It was alleged that the licensee does not ensure the facility maintains a working telephone on the premises at all times. Staff Members #1–2 (S1–S2) reported that the facility’s AT&T landline has been down due to theft of equipment, including copper wires and pipes, from the main utility pole. This incident caused an outage of landline and internet services throughout the neighborhood. S1 stated that this issue was reported to Community Care Licensing in December 2024, and that AT&T responded by providing the facility with a cellphone that carries the same number as the original landline. AT&T explained that they are in the process of installing a new system, which has been a target for theft. S1 and S2 confirmed that AT&T provided the facility with a cellphone that is fully functional and allows them to receive and make calls without delay. When the Department called the facility’s phone number, the call was answered immediately by staff using an AT&T cellphone. See continued LIC9099-C page 3 Continued LIC9099-C page 3 S1 stated that staff use the Nextdoor app to stay informed about neighborhood issues, including the ongoing power and service outages. Staff Members #1–2 (S1–S2) and Residents #1–2 (R1–R2) stated that the cellphone is available for use by residents, responsible parties, visitors, and others needing to contact the facility. The phone was found to be in good working order, properly maintained, and fully operable at the time of the visit. 2 out of 2 staff members confirmed that the facility maintains a working cellphone on the premises and that visitors do not experience extended wait times at the door. 2 out of 2 residents interviewed agreed that the phones are working properly and that visitors are not made to wait before entering the facility. Witness 1 (W1) stated they visit the facility frequently, and that their visits are unannounced. W1 stated they have never had to wait outside for an extended period, as staff consistently allow them entry promptly. W1 also confirmed they were made aware of the AT&T outage affecting the neighborhood, and have no issues contacting facility staff by telephone. Based on interviews, available evidence, observation, information received, and records reviewed there was not enough sufficient evidence to support the allegations. Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur, therefore the allegation is deemed unsubstantiated. There were no deficiencies cited. LPA Bunker provided Administrator Precious Dennis with copies of the Complaint Investigation Reports LIC-9099 and LIC-9099Cs. An exit interview was conducted.