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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 304370878
Report Date: 09/12/2025
Date Signed: 09/12/2025 11:32:15 AM

Unsubstantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
ORANGE COUNTY CC RO, 750 THE CITY DRIVE, SUITE 250
ORANGE, CA 92868
This is an official report of an unannounced visit/investigation of a complaint received in our office on
07/09/2025 and conducted by Evaluator Sarah Garcia
PUBLIC
COMPLAINT CONTROL NUMBER: 06-CC-20250709121935
FACILITY NAME:CROSSPOINTE-IKIDS PRESCHOOLFACILITY NUMBER:
304370878
ADMINISTRATOR:CYNTHIA GOUGHFACILITY TYPE:
850
ADDRESS:612 NORTH ROSE DRIVETELEPHONE:
(714) 961-5437
CITY:PLACENTIASTATE: CAZIP CODE:
92870
CAPACITY:90CENSUS: 23DATE:
09/12/2025
UNANNOUNCEDTIME BEGAN:
08:38 AM
MET WITH:Director, Nellie JoustraTIME COMPLETED:
11:35 AM
ALLEGATION(S):
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Lack of Supervision-Staff did not provide adequate observation/supervision to day care children.
INVESTIGATION FINDINGS:
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On 9/12/2025 at 8:38am, Licensing Program Analyst (LPA) Sarah Garcia conducted an unannounced complaint inspection to deliver the findings for the above allegation. This is a continuation of the investigation initiated on 07/15/2025. Upon arrival, LPA met with Director, Nellie Joustra. Director guided LPA on a walkthrough of the facility and took a census. Total census was 23 preschool children and 4 staff. A review of staff records on this date indicated that all facility staff or other individuals who required caregiver background checks have received criminal record and child abuse index clearances or exemptions.

The Department received a complaint on 7/09/2025 alleging staff did not provide adequate supervision to day care children.

LPA made multiple attempts to contact Reporting Party (RP) but was unable to interview the RP for further information.
Continued on Page 2
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Martha Malane
LICENSING EVALUATOR NAME: Sarah Garcia
LICENSING EVALUATOR SIGNATURE:

DATE: 09/12/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/12/2025
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 6
Control Number 06-CC-20250709121935
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
ORANGE COUNTY CC RO, 750 THE CITY DRIVE, SUITE 250
ORANGE, CA 92868
FACILITY NAME: CROSSPOINTE-IKIDS PRESCHOOL
FACILITY NUMBER: 304370878
VISIT DATE: 09/12/2025
NARRATIVE
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Page 2

During the investigation, LPA Garcia interviewed staff, children, and children’s authorized representatives, obtained facility app correspondence, family handbook, 7/3/25 incident report, and children’s roster.

All staff interviewed stated they provide adequate supervision at all times. Four staff interviewed stated that they have not observed child on child interactions that were inappropriate. Staff 5 (S5) disclosed that there was an incident between two children where authorized representatives expressed concerns. S5 stated that they spoke with children involved and concluded the allegations lacked evidence due to interviews involving differing disclosures.All staff interviewed stated that when children have bullying incidents or situations they speak with children, teach them how to treat others with respect, discuss incidents with parents, and inform management for extra support.

All staff stated they report incidents via the app, or an incident report and the director is available to step into the classrooms as well.

Children interviewed stated that they like day-care, and like playing with friends. Children stated when they get hurt their teacher takes care of them. Children stated when other children are mean they feel sad and tell their teacher.

Throughout the investigation, LPA interviewed children’s authorized representatives. Representatives interviewed shared no disclosures regarding the allegations.

LPA reviewed app correspondence between the facility and authorized representatives stated that they have various concerns with the facility. LPA reviewed the incident report which states on 7/3/25 there was an alleged child on child interaction. Authorized representatives attempted to speak with Staff 5 (S5) regarding the incident but were unable to.

Continued on Page 3
SUPERVISORS NAME: Martha Malane
LICENSING EVALUATOR NAME: Sarah Garcia
LICENSING EVALUATOR SIGNATURE:

DATE: 09/12/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/12/2025
LIC9099 (FAS) - (06/04)
Page: 2 of 6
Control Number 06-CC-20250709121935
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
ORANGE COUNTY CC RO, 750 THE CITY DRIVE, SUITE 250
ORANGE, CA 92868
FACILITY NAME: CROSSPOINTE-IKIDS PRESCHOOL
FACILITY NUMBER: 304370878
VISIT DATE: 09/12/2025
NARRATIVE
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Per facility behavior policy, children must follow directions, respect others, be cooperative, deal with frustrations, ask what they need and follow social behavior in a group setting. The policy states that the following behaviors will not be tolerated and could cause immediate termination without notice: Refusing to follow teacher directions, hitting, threats, scratching, bullying, kicking, swearing, biting. Policy states the facility will inform parents through written and or verbal communication, app and calls.

Based on interviews and record review, the allegation that staff did not provide adequate supervision to day care children is unsubstantiated. Although the allegations may have happened or are valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur, therefore the allegation is unsubstantiated.

Exit interview conducted and report was reviewed with the Director, Nellie Joustra. No deficiencies cited. A notice of site visit was given and must remain posted for 30 days.
SUPERVISORS NAME: Martha Malane
LICENSING EVALUATOR NAME: Sarah Garcia
LICENSING EVALUATOR SIGNATURE:

DATE: 09/12/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/12/2025
LIC9099 (FAS) - (06/04)
Page: 3 of 6
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
ORANGE COUNTY CC RO, 750 THE CITY DRIVE, SUITE 250
ORANGE, CA 92868
This is an official report of an unannounced visit/investigation of a complaint received in our office on
07/09/2025 and conducted by Evaluator Sarah Garcia
PUBLIC
COMPLAINT CONTROL NUMBER: 06-CC-20250709121935

FACILITY NAME:CROSSPOINTE-IKIDS PRESCHOOLFACILITY NUMBER:
304370878
ADMINISTRATOR:CYNTHIA GOUGHFACILITY TYPE:
850
ADDRESS:612 NORTH ROSE DRIVETELEPHONE:
(714) 961-5437
CITY:PLACENTIASTATE: CAZIP CODE:
92870
CAPACITY:90CENSUS: 23DATE:
09/12/2025
UNANNOUNCEDTIME BEGAN:
08:38 AM
MET WITH:Director, Nellie JoustraTIME COMPLETED:
11:35 AM
ALLEGATION(S):
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Reporting Requirements-Facility did not report incident in a timely manner.
INVESTIGATION FINDINGS:
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On 9/12/2025 at 8:38am, Licensing Program Analyst (LPA) Sarah Garcia conducted an unannounced complaint inspection to deliver the findings for the above allegations. This is a continuation of the investigation initiated on 07/15/2025. Upon arrival, LPA met with Director, Nellie Joustra. Director guided LPA on a walkthrough of the facility and took a census. Total census was 23 preschool children and 4 staff.

A review of staff records on this date indicated that all facility staff or other individuals who required caregiver background checks have received criminal record and child abuse index clearances or exemptions.

During the course of the investigation, an additional allegation regarding facility not reporting incident in a timely manner was disclosed.

Continued on Page 2
Substantiated
Estimated Days of Completion:
SUPERVISORS NAME: Martha Malane
LICENSING EVALUATOR NAME: Sarah Garcia
LICENSING EVALUATOR SIGNATURE:

DATE: 09/12/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/12/2025
This report must be available at Child Care and Group Home facilities for public review for 3 years.
LIC9099 (FAS) - (06/04)
Page: 4 of 6
Control Number 06-CC-20250709121935
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
ORANGE COUNTY CC RO, 750 THE CITY DRIVE, SUITE 250
ORANGE, CA 92868
FACILITY NAME: CROSSPOINTE-IKIDS PRESCHOOL
FACILITY NUMBER: 304370878
VISIT DATE: 09/12/2025
NARRATIVE
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Page 2

LPA made multiple attempts to contact RP but was unable to interview the Reporting Party (RP) for further information.

During the investigation, LPA Garcia interviewed staff, children, and children’s authorized representatives, obtained facility correspondence, family handbook, 7/3/25 incident report, and children’s roster.

Based on interviews, Staff 5 (S5) stated that they did not report the 7/3/25 incident to Department because it did not appear to be an unusual incident.

Based on record review, LPA reviewed the correspondence between the facility and authorized representatives stated that they have various concerns with the facility. LPA reviewed the incident report which states on 7/3/25 there was an alleged child on child interaction. Authorized representatives attempted to speak with Staff 5 (S5) regarding the incident but was unable to. The Department was not notified of this unusual incident until the initial visit conducted on 7/15/2025.

Throughout the investigation, LPA interviewed children’s authorized representatives. Representatives interviewed shared no disclosures regarding the allegation.

Based on record review and interviews, the allegation that facility did not report incident in a timely manner is found to be substantiated. California Code of Regulations, Title 22, Division 12, Chapter 1 Section 101211(d)(1)(C) are being cited on the attached LIC 9099D. LPA discussed Reporting Requirements Section 101212(d)(1)(C) and provided a copy to director.

Exit interview conducted and report was reviewed with the director, Nellie Joustra. A notice of site visit was given and must remain posted for 30 days.
SUPERVISORS NAME: Martha Malane
LICENSING EVALUATOR NAME: Sarah Garcia
LICENSING EVALUATOR SIGNATURE:

DATE: 09/12/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/12/2025
LIC9099 (FAS) - (06/04)
Page: 5 of 6
Control Number 06-CC-20250709121935
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
ORANGE COUNTY CC RO, 750 THE CITY DRIVE, SUITE 250
ORANGE, CA 92868

FACILITY NAME: CROSSPOINTE-IKIDS PRESCHOOL
FACILITY NUMBER: 304370878
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 09/12/2025
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Type B
09/26/2025
Section Cited
CCR
101212(d)(1)(C)
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101212(d)(1)(C) Reporting Requirements: Upon the occurrence, ... (d)(1) below, a report shall be made to ... next working day and during its normal business hours. Any unusual incident or child absence....
This requirement was not met as evidenced by:

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Director agreed to watch a video on reporting requirements. Director agreed to sign declarations stating what they have learned and send to LPA email sarah.garcia@dss.ca.gov by 5pm on 9/26/2025.
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Based on interviews and record review, facility did not report 7/3/2025 incident to the Department in a timely manner which is a potential risk to the personal rights, health and safety to children in care.
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Child Care Reporting Requirements- California Child Care Licensing- ccld.childcarevideos.org.
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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: Martha Malane
LICENSING EVALUATOR NAME: Sarah Garcia
LICENSING EVALUATOR SIGNATURE:

DATE: 09/12/2025
I acknowledge receipt of this form and understand my appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/12/2025
LIC9099 (FAS) - (06/04)
Page: 6 of 6