complaint·December 18, 2025

It is alleged that resident (R1) had been trying to inquire about a letter they received in their mail slot from management stating that R1 owes money to the facility; however, staff will not answer R1’s phone calls in the office. Staff deny the allegation. Interviews with (8) out of (8) staff revealed that they are responsive to residents’ communication. Staff indicated that residents’ phone calls and/or requests to talk to staff are not ignored. Staff indicated that phone calls received are answered by front office staff and messages are taken if persons requested to talk to are not available. Staff further indicated that residents have many means to communicate with management staff like call button pushes, messages sent by caregivers and med-techs to management and residents can visit management in their office at any time when they need to talk. Staff stated that they answer the phone in the offices they are stationed in and return calls when voicemail messages are left, promptly. S1 indicated that they have been responsive to R1’s questions by conducting visits to R1’s room and talking to R1, per R1’s request. R1 further indicated that they have an open-door policy, and residents can visit S1’s office at any time if they want to discuss any concern they may have. Interviews with (9) out of (10) residents indicated that they have no concerns regarding staff not answering the phone in the font office when they want to talk to staff. Residents also indicated that staff are responsive when they need to talk to staff. Interview with R1 indicated that they visited S1 in their office to discuss the letter they received regarding a balance they had on their account and discussed the issue. R1 stated that they have no concerns about staff not being responsive to their communication because they have now resolved the issue. R1 indicated that his phone calls are answered, and staff are conducting visits to their room. Staff and resident interviews do not corroborate the allegation that phone calls are not answered in the office to talk to management. Although the allegation may have happened or is valid, there is no preponderance of evidence to prove the alleged violation 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.