306006296-4-21-2026-22-AS-APAO-DTJ2ME-20260426173101

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 306006296
Report Date: 04/21/2026
Date Signed: 04/21/2026 11:49:43 AM

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
01/28/2026 and conducted by Evaluator Michael Tea

COMPLAINT CONTROL NUMBER: 22-AS-20260128141526

FACILITY NAME:	CROSS CREEK CARE		FACILITY NUMBER:	306006296
ADMINISTRATOR:	JARREN MANALO		FACILITY TYPE:	740
ADDRESS:	138 E. 18TH ST		TELEPHONE:	(949) 722-1014
CITY:	COSTA MESA	STATE: CA	ZIP CODE:	92627
CAPACITY:	14	CENSUS: 12	DATE:	04/21/2026
		UNANNOUNCED	TIME BEGAN:	09:00 AM
MET WITH:	Disney Reed, Franco Puzon		TIME COMPLETED:	12:10 PM

ALLEGATION(S):

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- Staff physically abused client
- Staff emotionally abused client
- Staff sexually abused client

INVESTIGATION FINDINGS:

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On this day, Licensing Program Analyst (LPA) Michael Tea made an unannounced visit to conclude and deliver findings for a complaint investigation. LPA Tea was greeted and granted entry by Administrator (AD) Disney Reed and Administrator Assistant (AA) Franco Puzon and explained the reason for the visit.

The Department received a complaint on January 28, 2026. LPA Tea spoke to residents, facility staff, and other witnesses and reviewed and collected pertinent documents and information. Licensing Program Analyst (LPA) conducted an investigation regarding allegations that staff physically abused, emotionally abused, and sexually abused Resident 1 (R1).

During the investigation, LPA spoke to a witness who recalled R1 was unable to provide details regarding the allegations and responded, “I don’t know.” They also mention that R1 was compliant with medication, R1 presents as calm, but has a history of psychiatric instability, including prior 51/50 psychiatric holds.
(Complaint report continued on LIC9099C)

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Lourdes Montoya
LICENSING EVALUATOR NAME: Michael Tea
LICENSING EVALUATOR SIGNATURE:	DATE: 04/21/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/21/2026

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 22-AS-20260128141526

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: CROSS CREEK CARE	FACILITY NUMBER: 306006296
	VISIT DATE: 04/21/2026

NARRATIVE

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LPA interviewed eight out of eight staff members. All staff denied physically, emotionally, or sexually abusing R1 or any other residents. Staff also reported they have never witnessed any other staff engaged in abusive behavior. Staff consistently described R1 as displaying paranoid and aggressive behaviors, including accusing staff of stealing personal belongings. Staff reported that to prevent misunderstandings, they allow R1 to be present while cleaning the room. Staff further stated they attempt to accommodate R1 despite frequent demands and accusations. Several staff indicated that R1 may require a higher level of care, such as a facility equipped to manage psychiatric needs. Staff also reported that R1 has refused prescribed medications, which impacts R1’s mood and behavior.

LPA interviewed two out of two residents who were able to participate in interviews. Both residents stated they have never witnessed staff physically, emotionally, or sexually abuse R1 or any other residents. They reported that staff treat residents well and provide appropriate care. Both residents also described R1 as having demanding and aggressive behaviors.

LPA interviewed multiple witnesses who frequently visit the facility. One witness reported never observing any abuse and described staff as patient and caring. The witness stated they are familiar with mandated reporting requirements and would report any concerns if observed. Another witness reported that R1 appeared mentally unstable and agitated during visits, including an incident where R1 threw an object at staff. This witness stated staff appeared understanding and supportive toward R1 and reported that R1 never disclosed any sexual abuse. The witness stated that based on their observations, the allegation of sexual abuse did not appear likely.

Another witness reported that R1 mentioned having consensual sexual contact with a staff member but also acknowledged that R1 was not mentally stable at the time. LPA interviewed four male staff regarding this claim, and all denied any sexual contact with R1. The Administrator (AD) Jarren Manalo stated that staff are not permitted to be alone with R1 and that any inappropriate conduct would result in immediate termination. Documentation was provided showing that R1 sent unsolicited text messages to a staff member, which made the staff uncomfortable. The staff member confirmed this and reported they blocked R1 to maintain professional boundaries.

LPA reviewed R1’s records. Documentation indicates that R1 has a diagnosis of schizoaffective disorder. The (Complaint report continued on LIC9099C)

SUPERVISORS NAME: Lourdes Montoya
LICENSING EVALUATOR NAME: Michael Tea
LICENSING EVALUATOR SIGNATURE:	DATE: 04/21/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/21/2026

LIC9099 (FAS) - (06/04)

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Control Number 22-AS-20260128141526

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: CROSS CREEK CARE	FACILITY NUMBER: 306006296
	VISIT DATE: 04/21/2026

NARRATIVE

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most recent medical assessment, dated December 22, 2025, notes symptoms including mood instability, delusional thinking, paranoia, memory impairment, and disorganized behavior. The assessment also documents behaviors such as aggression toward caregivers, yelling, throwing objects, emotional distress, and impulsive actions. Incident reports from October 2025 through January 2026 show a pattern of aggressive behavior and elopement. Records also indicate that R1 has refused prescribed medications, including Lithium and Seroquel, which may affect mental stability. R1’s care plan reflects challenges with emotional regulation, social interactions, and maintaining relationships, and shows that the facility has been monitoring and attempting to support R1’s needs.

Based on interviews conducted and records reviewed, there is insufficient evidence to support the allegations that staff physically, emotionally, or sexually abused R1. Information obtained from staff, residents, and witnesses consistently indicates no observed abuse. Additionally, R1 was unable to provide details, and records reviewed indicate significant mental health concerns that may impact R1’s statements.

Therefore the allegations mentioned above have been determined unsubstantiated meaning that although the allegations may have happened or is valid, there is not a preponderance of the evidence to prove that the alleged violations occurred.

No deficiencies cited at this time and an exit interview was conducted with the facility. A copy of the report was to provided to the facility.

SUPERVISORS NAME: Lourdes Montoya
LICENSING EVALUATOR NAME: Michael Tea
LICENSING EVALUATOR SIGNATURE:	DATE: 04/21/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/21/2026

LIC9099 (FAS) - (06/04)

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