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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 493003399
Report Date: 12/23/2025
Date Signed: 12/23/2025 06:12:39 PM

Unsubstantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT
CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SANTA ROSA CC RO, 1450 NEOTOMAS AVENUE, STE. 100
SANTA ROSA, CA 95405
This is an official report of an unannounced visit/investigation of a complaint received in our office on
10/16/2025 and conducted by Evaluator Yang Yang
PUBLIC
COMPLAINT CONTROL NUMBER: 01-CC-20251016101127
FACILITY NAME:KINDERCARE LEARNING CENTERFACILITY NUMBER:
493003399
ADMINISTRATOR:ANAIS HEIMFACILITY TYPE:
850
ADDRESS:1485 N. MC DOWELL BOULEVARDTELEPHONE:
(707) 794-0211
CITY:PETALUMASTATE: CAZIP CODE:
94954
CAPACITY:85CENSUS: 38DATE:
12/23/2025
UNANNOUNCEDTIME BEGAN:
03:19 PM
MET WITH:Anais Heim, Center DirectorTIME COMPLETED:
04:03 PM
ALLEGATION(S):
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-Staff do not adequately supervise day care children in care.
-Staff falsify incident reports involving day care children in care.
INVESTIGATION FINDINGS:
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An unannounced follow-up complaint investigation visit was conducted by Licensing Program Analyst (LPA) Y. Yang to present the findings of the investigation. The complaint alleged that staff do not adequately supervise children in care and that staff falsify incident reports involving children in care. Specifically, it was reported that, due to staff members being distracted by and using personal cellular devices, injuries sustained by children are not observed by staff, and staff are fabricating descriptions of how they believe the injuries occurred.

Today, the Licensing Program Analyst (LPA) met with Center Director Anais Heim to review the findings of the investigation. During the initial visit on October 21, 2025, Director Heim was interviewed regarding the allegations. Director Heim denied the allegations and stated that adequate care and supervision are provided to children in care. She explained that company policy prohibits staff from using personal devices while working. Director Heim acknowledged that some staff have been observed using their phones in the classroom, however.
(Continued on LIC9099-C)
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Melchisedeck Augustin
LICENSING EVALUATOR NAME: Yang Yang
LICENSING EVALUATOR SIGNATURE:

DATE: 12/23/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 12/23/2025
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 3
Control Number 01-CC-20251016101127
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)
CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SANTA ROSA CC RO, 1450 NEOTOMAS AVENUE, STE. 100
SANTA ROSA, CA 95405
FACILITY NAME: KINDERCARE LEARNING CENTER
FACILITY NUMBER: 493003399
VISIT DATE: 12/23/2025
NARRATIVE
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Director Heim stated that she does not believe occasional phone use in the classroom has impacted the quality of care and supervision provided. She explained that staff phone use has been limited to specific, non-distracting purposes such as playing music for the children, and has not resulted in decreased staff awareness of children’s activities or needs. According to Director Heim, staff remain focused on the children at all times, and the presence of multiple adults in the classroom supports continuous supervision and immediate response to any situation. Director Heim stated that personal device use for non-work-related activities is not permitted while supervising children, and that staff are expected to maintain active engagement with the children in their care.

Director Heim stated that staff consistently maintain active supervision of children both indoors and on the play yard. According to Director Heim, staff position themselves strategically so they can see and hear all children in their care, continuously monitor the environment for potential hazards, and remain close enough to intervene quickly if necessary. On the outdoor play yard, Director Heim reported that teachers distribute themselves throughout the space and circulate regularly to maintain unobstructed sight lines, identify emerging risks, and respond promptly to behaviors that could result in injury. Director Heim stated that teachers in the classroom provide vigilant visual supervision by positioning themselves to observe all activity areas, frequently scanning the room, and engaging with children to support safe play and learning.

Director Heim acknowledged that there have been instances in which a child was injured at the center without staff observing the specific moment of the injury. She also noted that there may be occasions when a child tripped and fell but did not notify a staff member at the time, and later developed a mark or bruise that staff were unable to explain. Director Heim stated that some children respond to minor incidents by immediately resuming play, while others may cry or call for a teacher.

Director Heim stated that if a staff member did not observe an incident, the staff member will indicate on the incident report that it was not observed. Director Heim further stated that she has never encountered a situation in which a staff member fabricated details on an incident report. Director Heim explained that once an incident report is completed, she reviews and signs it before it is provided to the child’s authorized representative. Director Heim reported that the assistant director and the facility's lead teacher have authority to review and approve incident reports as well. According to Director Heim, any injuries that occur at the facility are promptly reported to the child’s authorized representative, either immediately by phone or at the time of pick-up.
(Continued on LIC9099-C)
SUPERVISORS NAME: Melchisedeck Augustin
LICENSING EVALUATOR NAME: Yang Yang
LICENSING EVALUATOR SIGNATURE:

DATE: 12/23/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 12/23/2025
LIC9099 (FAS) - (06/04)
Page: 2 of 3
Control Number 01-CC-20251016101127
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)
CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SANTA ROSA CC RO, 1450 NEOTOMAS AVENUE, STE. 100
SANTA ROSA, CA 95405
FACILITY NAME: KINDERCARE LEARNING CENTER
FACILITY NUMBER: 493003399
VISIT DATE: 12/23/2025
NARRATIVE
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Throughout the investigation, the LPA conducted unannounced visits on October 21, October 24, and November 12, 2025, to interview staff members and make observations. During these visits, interviews with staff S1 through S10 and observations within the classrooms did not produce any evidence corroborating the allegations. Staff responses were consistent with the director’s statements, indicating that children’s needs are being met, although staff acknowledged there is room for improvement. All staff interviewed denied fabricating information on incident reports and stated they had no knowledge of any other staff members doing so. Interviews with clients similarly did not yield any information that supported the allegations.

Based on available information and interviews conducted, although the allegations may have happened or are valid, there is not a preponderance of evidence to prove the alleged violations did or did not occur. Therefore, the allegations are determined to be unsubstantiated at this time. There were no Title 22 deficiencies cited. This report was reviewed and discussed with the center director, Anais Heim. Appeal rights were provided. Notice of Site Visit shall be posted for 30 days from today's visit.
SUPERVISORS NAME: Melchisedeck Augustin
LICENSING EVALUATOR NAME: Yang Yang
LICENSING EVALUATOR SIGNATURE:

DATE: 12/23/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 12/23/2025
LIC9099 (FAS) - (06/04)
Page: 3 of 3