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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 197609632
Report Date: 10/28/2025
Date Signed: 10/28/2025 06:03:46 PM

Substantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364
This is an official report of an unannounced visit/investigation of a complaint received in our office on
03/12/2025 and conducted by Evaluator Zabel Chochian
COMPLAINT CONTROL NUMBER: 29-AS-20250312163313
FACILITY NAME:RESERVE AT THOUSAND OAKS, THEFACILITY NUMBER:
197609632
ADMINISTRATOR:SPENCER, ELIZABETHFACILITY TYPE:
740
ADDRESS:3575 N. MOORPARK ROADTELEPHONE:
(805) 492-2471
CITY:THOUSAND OAKSSTATE: CAZIP CODE:
91360
CAPACITY:170CENSUS: 138DATE:
10/28/2025
UNANNOUNCEDTIME BEGAN:
02:30 PM
MET WITH:Elizabeth SpencerTIME COMPLETED:
03:15 PM
ALLEGATION(S):
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Staff did not have proper provisions during a power outage
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Zabel Chochian arrived at this facility today to deliver investigation finding for the above allegation. Upon arrival LPA met with Executive Director (ED) Elizabeth Spencer and explained the reason for the visit.

On 03/12/2025, the Department received a complaint regarding the above allegation. Information was received that the facility power was shut off temporarily as a result of high winds in January 2025. It was reported that residents did not have heat and lighting for approximately four days. According to reporting party, residents were terrified of being in complete darkness and freezing cold. The outer buildings had no emergency lighting outside, nor on the walkways or stairs; no lighting in the halls in areas of the main building including areas on the 2nd and first floor. In addition, facility generator failed within the hour, and it was reported that the residents in the outer units did not know about the charging area by the main building or the available blankets and flashlights. (Continue to LIC9099c)
Substantiated
Estimated Days of Completion:
SUPERVISORS NAME: Desaree Perera
LICENSING EVALUATOR NAME: Zabel Chochian
LICENSING EVALUATOR SIGNATURE:

DATE: 10/28/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 10/28/2025
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 4
Control Number 29-AS-20250312163313
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364
FACILITY NAME: RESERVE AT THOUSAND OAKS, THE
FACILITY NUMBER: 197609632
VISIT DATE: 10/28/2025
NARRATIVE
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To investigate the above allegations a complaint visit was conducted on 03/20/2025 and allegation was discussed with the Executive Director (ED) Elizabeth Spencer. Random resident interviews were conducted telephonically on 05/18/2025 from approximately 2pm-4:30 and 5:30pm-7:30pm; on 6/10/2025 from approximately 9am-11am and 2pm-5pm; on 9/24/2025 from approximately 2pm-4:30pm.

ED reported that on 01/07/2025, at approximately 4:27pm Community received SCE alert notification that power could be shut off due to expected wind event. Department managers and all residents were alerted, and preparations were made for emergency lighting and power to nurse call system. Community staff were notified; NOC shift staff was prepared with emergency MARs and lighting due to advance communication to be prepared for possible outage.

Interview with staff and random residents confirmed that power was shut off on 01/08/2025 at approximately 11:30pm. Power was shut off in Thousand Oaks area due to high winds and power was restored by 11:30pm on 01/09/2025. Residents confirmed that facility staff made rounds throughout emergency to residents’ rooms during the NOC shift staff at least every hour. According to ED, additional staffing was in place throughout the entire emergency, including overnight management in the building. Breakfast and lunch were served in the dining room, and room service was provided for those unable to walk to the dining room. Dinner was served exclusively in apartments to avoid safety issues with limited lighting. Community staff rolled food carts and provided choices of meals to each resident. Staff reported that room checks, fire watch and temperature checks were completed throughout power outage with extra staffing brought in overnight to provide additional support; flashlights were made available to those without working flashlights. Common areas remain lit with ancillary lighting in the main building; space was created for residents to gather, play cards, and visit with others. ED stated that some residents went with family/friends and others stayed and sheltered in place. Staff reported that during room checks, staff also assisted residents with charging their cell phone and hearing aids by creating a charging station, and provided updated communication regarding power outage, meal delivery timelines, and available flashlights and extra blankets for use. ED reported that residents who normally use a powered wheelchair received assistance from staff with ambulation using a manual wheelchair; residents who require oxygen administration were provided with portable tanks for use. Resident interviews confirmed that they had lanterns and flash lights, however it was not sufficient; the outer buildings did not have any emergency lighting outside near walkways, stairs nor by any of the exits. Residents reported that although staff made frequent checks, they were still terrified from being in complete darkness and freezing cold. (Continue to LIC9099c)
SUPERVISORS NAME: Desaree Perera
LICENSING EVALUATOR NAME: Zabel Chochian
LICENSING EVALUATOR SIGNATURE:

DATE: 10/28/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 10/28/2025
LIC9099 (FAS) - (06/04)
Page: 2 of 4
Control Number 29-AS-20250312163313
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364
FACILITY NAME: RESERVE AT THOUSAND OAKS, THE
FACILITY NUMBER: 197609632
VISIT DATE: 10/28/2025
NARRATIVE
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Residents living in the outer units expressed that better provisions should be in place for future planned power shut off. Residents voiced that additional accommodation should be made to ensure residents aren’t freezing cold and in an unsafe living environment with no emergency lighting for exits, stairs and walkways. ED and residents confirmed facility generator activated lighting of only the main building hallways, nurse call system, and emergency outlets. The generator failed at approximately 12am on 01/09/2025 and two small portable generators were set up to power nurse call system and recharging station. ED confirmed that the outer buildings did not have emergency exit, walkway an stairs lighting. ED reported that following the SCE power shut off incident she contacted the fire department and requested a site visit. ED reported the outcome of the fire inspection was that they were asked to install emergency lighting on the outer building exits.

Based on the above information gathered, allegation “Staff did not have proper provisions during a power outage” is deemed substantiated at this time.

Pursuant to Title 22 of the CA Code of Regulations, the following deficiency was cited (refer to LIC 809-D):

Exit interview conducted. A copy of the report and appeal rights were reviewed and provided.
SUPERVISORS NAME: Desaree Perera
LICENSING EVALUATOR NAME: Zabel Chochian
LICENSING EVALUATOR SIGNATURE:

DATE: 10/28/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 10/28/2025
LIC9099 (FAS) - (06/04)
Page: 4 of 4
Control Number 29-AS-20250312163313
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364

FACILITY NAME: RESERVE AT THOUSAND OAKS, THE
FACILITY NUMBER: 197609632
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 10/28/2025
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Type B
11/17/2025
Section Cited
CCR
87468.1(a)(2)
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Personal Rights of Residents in All Facilities:(a) Residents in all residential care facilities for the elderly shall have all of the following personal rights: (2)To be accorded safe, healthful and comfortable accommodations... This requirement is not met as evidenced by:
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Executive Director state thatg since the SCE power outage, emergency lighting is placed on the outer buildings; and they are in the process of updating the facility emergency disaster plan. Submit copy of addendum to the facility Emergency Disaster Plan.
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Based on interviews conducted with random residents, the licensee did not comply with the section cited above, as residents living in the outer buildings felt unsafe and uncomfortable room temp. during the SCE power shut off in 1/2025. Room temp. were freezing cold and there was no emergency
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lighting the exist, walkways and stairs.
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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: Desaree Perera
LICENSING EVALUATOR NAME: Zabel Chochian
LICENSING EVALUATOR SIGNATURE:

DATE: 10/28/2025
I acknowledge receipt of this form and understand my appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 10/28/2025
LIC9099 (FAS) - (06/04)
Page: 3 of 4