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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 013421389
Report Date: 06/15/2023
Date Signed: 06/15/2023 01:41:30 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
04/20/2023 and conducted by Evaluator Lorraine Dacanay-Breaux
COMPLAINT CONTROL NUMBER: 52-CC-20230420151615
FACILITY NAME:PRIMROSE SCHOOL OF PLEASANTONFACILITY NUMBER:
013421389
ADMINISTRATOR:NICOLE CUSTINOFACILITY TYPE:
830
ADDRESS:7110 KOLL CENTER PARKWAYTELEPHONE:
(925) 600-7745
CITY:PLEASANTONSTATE: CAZIP CODE:
94566
CAPACITY:35CENSUS: 27DATE:
06/15/2023
UNANNOUNCEDTIME BEGAN:
12:10 PM
MET WITH:Nicole CustinoTIME COMPLETED:
03:10 PM
ALLEGATION(S):
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9
Personal Rights - Staff handle day care children in a rough manner.
INVESTIGATION FINDINGS:
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On 06/15/2023 at 12:10 PM Licensing Program Analyst (LPA) Lorraine Dacanay Breaux met with Director, Nicole Custino to deliver findings for a complaint that was received against the facility alleging "staff handle day care children in a rough manner".Facility is dual licensed and holds a license for preschool (013421388). Present during the visit were twenty-seven (27) children and ten (10) additional staff.

LPA toured the facility, intereviewed the director and obtain documentation. On April 24, 2023, staff in question has been terminated. LPAs determined the preponderance of evidence standard has been met, therefore the above allegation is found to be SUBSTANTIATED. California Code of Regulations, Title 22 is being cited on the attached LIC 9099D. Failure to submit Proof of Corrections (POC) by Plan of Correction date may result in civil penalties. Facility will notifiy current parents and new families up to 12 months from today's date. Parent's will be provided LIC9224 and the complaint within 24 hours for signature and returned to facility.

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

DATE: 06/15/2023
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 06/15/2023
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 7
Control Number 52-CC-20230420151615
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: 013421389
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 06/15/2023
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Type A
06/23/2023
Section Cited
CCR
101223(a)(3)
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101223(a) The licensee shall ensure that each child is accorded the following personal rights: (3) To be free from corporal or unusual punishment, infliction of pain, humiliation, intimidation, ridicule, coercion, threat, mental abuse or other actions of a punitive nature...
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ALL staff will watch the video titled "Children's Personal Rights in Child Care" on the CCLD website. Staff will submit to the Director a statement on how they will ensure each child's personal rights are met. ALL Staff will submit all statements to LPA Breaux by POC date.
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This requirement was not met as evidenced by: Staff inappropriately handled a child while in care. This poses a potential risk to the health and safety of the children in care.
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This facility has a scheduled a non compliance meeting to be held at the Oakland Regional office.
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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: 06/15/2023
I acknowledge receipt of this form and understand my appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 06/15/2023
LIC9099 (FAS) - (06/04)
Page: 2 of 7
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
04/20/2023 and conducted by Evaluator Lorraine Dacanay-Breaux
COMPLAINT CONTROL NUMBER: 52-CC-20230420151615

FACILITY NAME:PRIMROSE SCHOOL OF PLEASANTONFACILITY NUMBER:
013421389
ADMINISTRATOR:NICOLE CUSTINOFACILITY TYPE:
830
ADDRESS:7110 KOLL CENTER PARKWAYTELEPHONE:
(925) 600-7745
CITY:PLEASANTONSTATE: CAZIP CODE:
94566
CAPACITY:35CENSUS: 27DATE:
06/15/2023
UNANNOUNCEDTIME BEGAN:
12:10 PM
MET WITH:Nicole CustinoTIME COMPLETED:
03:10 PM
ALLEGATION(S):
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2
3
4
5
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7
8
9
Personal Rights-Staff yell at day care children
INVESTIGATION FINDINGS:
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13
On 06/15/2023 at 12:10 PM Licensing Program Analyst (LPA) Lorraine Dacanay Breaux met with Director, Nicole Custino to deliver findings for a complaint that was received against the facility alleging "staff yell at the day care children".Facility is dual licensed and holds a license for preschool (013421388). Present during the visit were twenty-seven (27) children and ten (10) additional staff.

LPA toured the facility, intereviewed the director and obtain documentation. On April 24, 2023, staff in question has been terminated. LPAs determined the preponderance of evidence standard has been met, therefore the above allegation is found to be SUBSTANTIATED. California Code of Regulations, Title 22 is being cited on the attached LIC 9099D. Failure to submit Proof of Corrections (POC) by Plan of Correction date may result in civil penalties. Facility will notifiy current parents and new families up to 12 months from today's date. Parent's will be provided LIC9224 and the complaint within 24 hours for signature and returned to facility.

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

DATE: 06/15/2023
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 06/15/2023
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 7
Control Number 52-CC-20230420151615
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: 013421389
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 06/15/2023
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Type B
06/23/2023
Section Cited
CCR
101223(a)(3)
1
2
3
4
5
6
7
101223(a) The licensee shall ensure that each child is accorded the following personal rights: (3) To be free from corporal or unusual punishment, infliction of pain, humiliation, intimidation, ridicule, coercion, threat, mental abuse or other actions of a punitive nature...
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POC for this allegation has been addressed and a non compliance meeting has been scheduled for this facility.

(Personal rights video will be watched and summary on the video to ensure children are treated with dignity)
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14
This requirement was not met as evidenced by: Staff yell at day care children. This poses a potential risk to the health and safety of the children in care.
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9
10
11
12
13
14
This facility has scheduled a non compliance meeting to be held at the Oakland Regional office.
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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: 06/15/2023
I acknowledge receipt of this form and understand my appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 06/15/2023
LIC9099 (FAS) - (06/04)
Page: 4 of 7
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
04/20/2023 and conducted by Evaluator Lorraine Dacanay-Breaux
COMPLAINT CONTROL NUMBER: 52-CC-20230420151615

FACILITY NAME:PRIMROSE SCHOOL OF PLEASANTONFACILITY NUMBER:
013421389
ADMINISTRATOR:NICOLE CUSTINOFACILITY TYPE:
830
ADDRESS:7110 KOLL CENTER PARKWAYTELEPHONE:
(925) 600-7745
CITY:PLEASANTONSTATE: CAZIP CODE:
94566
CAPACITY:35CENSUS: 27DATE:
06/15/2023
UNANNOUNCEDTIME BEGAN:
12:10 PM
MET WITH:Nicole CustinoTIME COMPLETED:
03:10 PM
ALLEGATION(S):
1
2
3
4
5
6
7
8
9
Personal Rights -

Staff are under the influence of marijuana while providing care and supervision to day care children
INVESTIGATION FINDINGS:
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On 06/15/2023, Licensing Program Analyst (LPA) Lorraine Dacanay Breaux met with Director, Nicole Custino to delivery the findings for a complaint that was filed against the facility alleging "Staff are under the influence of marijuana while providing care and supervision to day care children". Facility is dual licensed and holds a license for day care #013421388. Present during the visit were twenty- seven (27) infants/toddlers children and ten (10) additional staff.

Based on the interviews and information obtained throughout the investigation, the allegation is unsubstantiated. 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.

This report must remain on file for three years. The facility director was provided a copy of their appeal rights and their signature on this form acknowledges receipt of these rights. Notice of site visit was provided and must be posted for 30 days. Exit interview conducted with director, Nicole Custino.
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Chandra Charles
LICENSING EVALUATOR NAME: Lorraine Dacanay-Breaux
LICENSING EVALUATOR SIGNATURE:

DATE: 06/15/2023
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 06/15/2023
This report must be available at Child Care and Group Home facilities for public review for 3 years.
LIC9099 (FAS) - (06/04)
Page: 5 of 7
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
04/20/2023 and conducted by Evaluator Lorraine Dacanay-Breaux
COMPLAINT CONTROL NUMBER: 52-CC-20230420151615

FACILITY NAME:PRIMROSE SCHOOL OF PLEASANTONFACILITY NUMBER:
013421389
ADMINISTRATOR:NICOLE CUSTINOFACILITY TYPE:
830
ADDRESS:7110 KOLL CENTER PARKWAYTELEPHONE:
(925) 600-7745
CITY:PLEASANTONSTATE: CAZIP CODE:
94566
CAPACITY:35CENSUS: 27DATE:
06/15/2023
UNANNOUNCEDTIME BEGAN:
12:10 PM
MET WITH:Nicole CustinoTIME COMPLETED:
03:10 PM
ALLEGATION(S):
1
2
3
4
5
6
7
8
9
Personal Rights
Staff are sleeping while children in care are awake

INVESTIGATION FINDINGS:
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5
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7
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10
11
12
13
On 06/15/2023, Licensing Program Analyst (LPA) Lorraine Dacanay Breaux met with Director, Nicole Custino to delievery the findings for a complaint that was filed against the facility alleging "Staff are sleeping while children in care are awake." Facility is dual licensed and holds a license for day care #013421388. Present during the visit were twenty- seven (27) infants/toddlers children and ten (10) additional staff.

Based on the interviews and information obtained throughout the investigation, the allegation is unsubstantiated. 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.

This report must remain on file for three years. The facility director was provided a copy of their appeal rights and their signature on this form acknowledges receipt of these rights. Notice of site visit was provided and must be posted for 30 days. Exit interview conducted with director, Nicole Custino.
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Chandra Charles
LICENSING EVALUATOR NAME: Lorraine Dacanay-Breaux
LICENSING EVALUATOR SIGNATURE:

DATE: 06/15/2023
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 06/15/2023
This report must be available at Child Care and Group Home facilities for public review for 3 years.
LIC9099 (FAS) - (06/04)
Page: 6 of 7