complaint·August 11, 2025

Regarding: Staff does not ensure resident's door lock is in good repair. It is alleged that the lock in resident's room is broken and door had to be forced open by maintenance. It is also alleged, maintenance tried to fix it but were unable to. Interviews with S1-S4 revealed that R1's door lock malfunction was reported to maintenance staff on 8/2/25. S2 indicated, they contacted the locksmith the facility regularly hires, on the same day the issue was reported by R1. Locksmith was scheduled to come out on 8/4/25; however; S1-S3 stated, locksmith did not come out as they had scheduled to do so, because the door lock ordered to replace R1's had not yet arrived to the locksmith’s shop. S1 indicated, they talked to S2 and S3 to see if something else could be done to repair the lock for R1's room while they waited for the locksmith to come out. S1-S3 stated that the facility had an extra door lock from a vacant room which was installed on R1's door on 8/7/25 while staff wait for the locksmith to deliver and install the new door lock and to ensure R1 could lock their door, accordingly. S1-S4 revealed, after the malfunctioning door lock was checked and removed for replacement, staff found that the doorknob had glue inside the keyhole. Staff stated, in the past, they had an issue with a resident putting "Gorilla" glue in the key holes of some residents doors as a type of "prank" which they believe caused R1's door lock to malfunction. Staff further indicated that they did not forcefully open R1’s door; however, they had to wiggle the key to soften the glue which was still not completely dry. S1-S3 also stated, they did not ignore R1’s concern for their malfunctioning doorknob. They kept R1 in communication and resolved the issue as best as they could. Interview with R1 indicated, they are glad the doorknob was replaced by a new one. R1 stated, "It was fixed and now my door works. I was given a new shiny key and they tested it and I also tested it myself." R1 indicated, staff installed the new lock and made sure the door locked and unlocked appropriately. R1 further indicated, they have no more concerns regarding their door lock because staff were able to fix it as fast as they could. Inspection of (9) out of (9) resident rooms, including R1's indicated, doors can lock and unlock properly. LPA inspected the (9) locks on each door and found them to be in good repair. Interviews with (8) out (9) staff indicated, their door locks work properly and have not had any issues. Nine (9) out of (9) residents stated, they know they can report to administrative and maintenance staff if they need repairs of any kind done in their room. LPA also, received confirmation of delivered door locks which will be kept on hand if replacement is needed, via photo from S2. Staff and resident interviews and LPA observations do not corroborate the allegation. Although the allegation may have happened or is valid, there is no preponderance of evidence to prove the alleged violation(s) did or did not occur, therefore the allegation is unsubstantiated. An exit interview was conducted,with Jacqueline Cortez, Executive Director and a copy of this report was provided.