197610423-9-27-2025-31-AS-TAGD-DP9SXT-20251211131628

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 197610423
Report Date: 09/26/2025
Date Signed: 09/27/2025 09:45:02 AM

Unsubstantiated

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS S.RO, 21731 VENTURA BLVD., STE. 250
WOODLAND HILLS, CA 91364

This is an official report of an unannounced visit/investigation of a complaint received in our office on
07/03/2025 and conducted by Evaluator Abeye Duguma

COMPLAINT CONTROL NUMBER: 31-AS-20250703093729

FACILITY NAME:	TOUCHING HEARTS BOARDING CARE 1		FACILITY NUMBER:	197610423
ADMINISTRATOR:	MKRTCHYAN, MARGARITA		FACILITY TYPE:	740
ADDRESS:	5149 LA CANADA BLVD.		TELEPHONE:	(424) 216-0864
CITY:	LA CANADA FLINTRIDGE	STATE: CA	ZIP CODE:	91011
CAPACITY:	6	CENSUS: 5	DATE:	09/26/2025
		UNANNOUNCED	TIME BEGAN:	10:39 AM
MET WITH:	Margarita Mkrtchyan		TIME COMPLETED:	03:15 PM

ALLEGATION(S):

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Staff handled resident roughly.
Staff did not change resident.
Staff did not meet residents hygiene needs.

INVESTIGATION FINDINGS:

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Licensing Program Analyst (LPA) Abeye Duguma conducted an unannounced initial complaint visit to this facility to investigate the above allegations. LPA met with Margarita Mkrtchyan and explained the reason for the visit.

---Staff handled resident roughly.

It was alleged that Resident #1 (R1) was in the facility a day or two (02) when staff got aggressive, hit R1's knees against a wall while trying to change a diaper and beat R1 up. To investigate the allegation, on 07/09/2025 LPA conducted a physical plant tour at around 11:00 AM and interviewed one (01) staff from 12:00 PM to 12:30 PM and attempted to interview six (06) out of six (06) residents from 1:00 PM to 2:00 PM. On 09/26/2025, LPA interviewed one (01) additional staff and three (03) out of six (06) residents.
(CONT. on LIC9099-C)

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Troy Agard
LICENSING EVALUATOR NAME: Abeye Duguma
LICENSING EVALUATOR SIGNATURE:	DATE: 09/26/2025

I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/26/2025

This report must be available at Child Care and Group Home facilities for public review for 3 years.

LIC9099 (FAS) - (06/04)

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Control Number 31-AS-20250703093729

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS S.RO, 21731 VENTURA BLVD., STE. 250
WOODLAND HILLS, CA 91364

FACILITY NAME: TOUCHING HEARTS BOARDING CARE 1	FACILITY NUMBER: 197610423
	VISIT DATE: 09/26/2025

NARRATIVE

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During the physical plant tour, LPA did not observe any signs of abuse. During interviews with staff, all staff stated they have never handled the residents in a rough manner or banged their knees against a wall. During interviews with residents, three (03) out of six (06) residents stated they are not handled roughly or abused by staff. LPA was unable to interview other residents due to current health condition.

Based on interviews and observations, there is not enough information to verify the allegation. Therefore, the allegation is UNSUBSTANTIATED at this time.

---Staff did not change resident.
---Staff did not meet residents hygiene needs.

It was alleged that R1 was not provided any baths or hygiene support while at the board and care. To investigate the allegation, on 07/09/2025 LPA conducted a physical plant tour at around 11:00 AM and interviewed one (01) staff from 12:00 PM to 12:30 PM and attempted to interview six (06) out of six (06) residents from 1:00 PM to 2:00 PM. On 09/26/2025, LPA interviewed one (01) additional staff and three (03) out of six (06) residents. During the physical plant tour, LPA residents were clean and well groomed. LPA did not experience any malodor. During interviews with staff, all staff stated they change residents a minimum four (04) times a day or more if needed. Staff added facility has a shower schedule and residents are bathed every other day or more if needed. During interviews with residents, three (03) out of six (06) residents stated they are not left soiled for an extended time and have a shower schedule that facility follows. LPA was unable to interview other residents due to current health condition.

Based on interviews and observations, there is not enough information to verify the allegation. Therefore, the allegation is UNSUBSTANTIATED at this time.

No health and safety hazards noted during the visit.

Exit interview conducted. Copy of this report issued.

SUPERVISORS NAME: Troy Agard
LICENSING EVALUATOR NAME: Abeye Duguma
LICENSING EVALUATOR SIGNATURE:	DATE: 09/26/2025

I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/26/2025

LIC9099 (FAS) - (06/04)

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