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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 306005513
Report Date: 02/25/2026
Date Signed: 02/25/2026 12:19:07 PM

Unsubstantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
ORANGE COUNTY RO, 770 THE CITY DR., SUITE 7100
ORANGE, CA 92868
This is an official report of an unannounced visit/investigation of a complaint received in our office on
02/20/2026 and conducted by Evaluator Brandon Lopez
PUBLIC
COMPLAINT CONTROL NUMBER: 22-AS-20260220164850
FACILITY NAME:CARMEL VILLAGE RETIREMENT COMMUNITYFACILITY NUMBER:
306005513
ADMINISTRATOR:MANDY TAYLORFACILITY TYPE:
740
ADDRESS:17077 SAN MATEOTELEPHONE:
(714) 962-6667
CITY:FOUNTAIN VALLEYSTATE: CAZIP CODE:
92708
CAPACITY:220CENSUS: 183DATE:
02/25/2026
UNANNOUNCEDTIME BEGAN:
08:45 AM
MET WITH:Executive Director Mandy TaylorTIME COMPLETED:
12:30 PM
ALLEGATION(S):
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Staff handles residents in a rough manner
INVESTIGATION FINDINGS:
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On February 25, 2026, Licensing Program Analyst (LPA) Brandon Lopez made an unannounced visit to the facility to initiate the investigation into the allegation listed above and to deliver the complaint findings. LPA was greeted and granted entry into the facility by staff after explaining the purpose for the visit. Executive Director (ED) Mandy Taylor was present and assisted on today's visit.

During the course of the investigation, LPA conducted resident interviews, staff interviews, reviewed and collected pertinent documents to this complaint. Regarding the allegation, staff handles residents in a rough manner, the following has been concluded: It was alleged that staff handled Resident #1 (R1) in a rough manner. LPA conducted an interview with R1 who corroborated the allegation and stated that Staff #1 (S1) has treated her in a rough manner on previous occasions. LPA conducted an interview with S1. S1 denied the allegation and stated that he has never treated R1 in a rough manner, or any other resident. LPA conducted interviews with eleven other residents. One out of the eleven residents interviewed corroborated the allegation and stated that they have also been treated roughly by S1. CONTINUED ON LIC9099-C
Unsubstantiated
Estimated Days of Completion: 90
SUPERVISORS NAME: Sheila Santos
LICENSING EVALUATOR NAME: Brandon Lopez
LICENSING EVALUATOR SIGNATURE:

DATE: 02/25/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/25/2026
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 2
Control Number 22-AS-20260220164850
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
ORANGE COUNTY RO, 770 THE CITY DR., SUITE 7100
ORANGE, CA 92868
FACILITY NAME: CARMEL VILLAGE RETIREMENT COMMUNITY
FACILITY NUMBER: 306005513
VISIT DATE: 02/25/2026
NARRATIVE
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However, ten out of the eleven residents interviewed denied the allegation and stated that they have not been treated roughly by any staff at the facility. LPA conducted six staff interviews. Three out of the six staff interviewed corroborated the allegation and stated that residents have complained to them about being treated roughly by S1. However, three out of the six staff interviewed denied the allegation and stated that they have not observed, or heard of any resident being treated roughly by staff.

Due to conflicting information received during the investigation, the Department is unable to ascertain if the allegation occurred as reported. Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove or refute the alleged violation occurred; therefore, the allegation is deemed UNSUBSTANTIATED. An exit interview was conducted with Journey Care Director Rosa Avila and Resident Care Coordinator Ruby Molina. A copy of the report was provided.
SUPERVISORS NAME: Sheila Santos
LICENSING EVALUATOR NAME: Brandon Lopez
LICENSING EVALUATOR SIGNATURE:

DATE: 02/25/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/25/2026
LIC9099 (FAS) - (06/04)
Page: 2 of 2