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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 013421388
Report Date: 04/03/2025
Date Signed: 04/03/2025 03:15:21 PM

Substantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
OAKLAND SOUTH EAST, 1515 CLAY STREET STE 1102
OAKLAND, CA 94612
This is an official report of an unannounced visit/investigation of a complaint received in our office on
03/18/2025 and conducted by Evaluator Lorraine Dacanay-Breaux
COMPLAINT CONTROL NUMBER: 52-CC-20250318161202
FACILITY NAME:PRIMROSE SCHOOL OF PLEASANTONFACILITY NUMBER:
013421388
ADMINISTRATOR:NICOLE CUSTINOFACILITY TYPE:
850
ADDRESS:7110 KOLL CENTER PARKWAYTELEPHONE:
(925) 600-7745
CITY:PLEASANTONSTATE: CAZIP CODE:
94566
CAPACITY:112CENSUS: 74DATE:
04/03/2025
UNANNOUNCEDTIME BEGAN:
02:00 PM
MET WITH:Nicole Custino TIME COMPLETED:
03:40 PM
ALLEGATION(S):
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Personal Rights - Child obtained multiple injuries while in care
INVESTIGATION FINDINGS:
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On April 3, 2025, Licensing Program Analyst (LPA) Lorraine Dacanay Breaux arrived unannounced to deliver the findings from a complaint investigation for the above allegation and met the director, Nicole Custino. Present for the inspection was 74 preschool age children and 15 staff (includes administrative staff).

During the course of the investigation, LPA toured the facility and made observations, as well as conducted interviews, and reviewed documents. It has been disclosed that there have been numerous biting incidents. Although biting at this age may commonly occur, once a child bites another child, staff’s visual supervision should be at a level that ensure children’s personal rights are not violated by other children in care. Therefore, the investigation of the above complaint alleging that a "child obtained multiple injuries while in care" the preponderance of evidence standard has been met, Therefore, the allegation is found to be SUBSTANTIATED. California Code of Regulations, Title 22, Division 12, Chapter 1, 101223(a)(2), is being cited as a Type B Violation on attached 9099-D.

LPA reviewed and delivered the findings to the director, Nicole Custino. A notice of site visit was given and must remain posted for 30 days. Exit interview was conducted, the deficiency, plan of correction, and appeal rights were discussed with director, Nicole Custino.
Substantiated
Estimated Days of Completion:
SUPERVISORS NAME: Chandra Charles
LICENSING EVALUATOR NAME: Lorraine Dacanay-Breaux
LICENSING EVALUATOR SIGNATURE:

DATE: 04/03/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/03/2025
This report must be available at Child Care and Group Home facilities for public review for 3 years.
LIC9099 (FAS) - (06/04)
Page: 1 of 3
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
OAKLAND SOUTH EAST, 1515 CLAY STREET STE 1102
OAKLAND, CA 94612
This is an official report of an unannounced visit/investigation of a complaint received in our office on
03/18/2025 and conducted by Evaluator Lorraine Dacanay-Breaux
COMPLAINT CONTROL NUMBER: 52-CC-20250318161202

FACILITY NAME:PRIMROSE SCHOOL OF PLEASANTONFACILITY NUMBER:
013421388
ADMINISTRATOR:NICOLE CUSTINOFACILITY TYPE:
850
ADDRESS:7110 KOLL CENTER PARKWAYTELEPHONE:
(925) 600-7745
CITY:PLEASANTONSTATE: CAZIP CODE:
94566
CAPACITY:112CENSUS: 74DATE:
04/03/2025
UNANNOUNCEDTIME BEGAN:
02:00 PM
MET WITH:Nicole Custino TIME COMPLETED:
03:40 PM
ALLEGATION(S):
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Reporting - Reporting requirements
INVESTIGATION FINDINGS:
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On April 3, 2025, Licensing Program Analyst (LPA) Lorraine Dacanay Breaux arrived unannounced to deliver the findings from a complaint investigation for the above allegation and met the director, Nicole Custino. Present for the inspection was 74 preschool age children and 15 staff (includes administrative staff).

Based on LPA observations, interviews and information obtained throughout the investigation, there was not enough evidence to confirm that the above allegation. LPA discussed with director the importance of written/verbal report when a child is injured.

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 UNSUBSTANTIATED. No Deficiencies have been cited for this allegation.

A notice of site visit was given and must remain posted for 30 days. Appeal Rights provided. Exit interview conducted and report was reviewed with the director, Nicole Custino.
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Chandra Charles
LICENSING EVALUATOR NAME: Lorraine Dacanay-Breaux
LICENSING EVALUATOR SIGNATURE:

DATE: 04/03/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/03/2025
This report must be available at Child Care and Group Home facilities for public review for 3 years.
LIC9099 (FAS) - (06/04)
Page: 3 of 3
Control Number 52-CC-20250318161202
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
OAKLAND SOUTH EAST, 1515 CLAY STREET STE 1102
OAKLAND, CA 94612

FACILITY NAME: PRIMROSE SCHOOL OF PLEASANTON
FACILITY NUMBER: 013421388
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 04/03/2025
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Type B
04/15/2025
Section Cited
CCR
101223(a)(2)
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101223(a)(2) The licensee shall ensure that each child is accorded the following personal rights:(2) To be accorded safe, healthful and comfortable accommodations...to meet his/her needs.

This requirement was not met as evidenced by:
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Facility removed the child from the classroom. Director will submit a detailed written plan of action on how the facility will continue to ensure supervision & observation of children to minimize incidents, Director will have a staff training with staff in that classroom on how the plan will be implemented, agenda/ signatures will be provided to LPA via email by due date of 04/15/25.
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Based on interviews and record review, the facility failed to prevent numerous biting incidents, which is an immediate health and safety or personal rights risk to children in care.
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Failure to correct will result in a $100 per day civil penalty until corrected. Repeat violations are $250 per violation and $100 per day until corrected.

LPA email: Lorraine.Dacanay-Breaux@dss.ca.gov

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Failure to correct the cited deficiency(ies), on or before the Plan of Correction (POC) due date, may result in a civil penalty assessment.
SUPERVISORS NAME: Chandra Charles
LICENSING EVALUATOR NAME: Lorraine Dacanay-Breaux
LICENSING EVALUATOR SIGNATURE:

DATE: 04/03/2025
I acknowledge receipt of this form and understand my appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/03/2025
LIC9099 (FAS) - (06/04)
Page: 2 of 3