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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 565800978
Report Date: 08/01/2025
Date Signed: 08/05/2025 01:26:38 PM

Substantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CENTRALIZED APP UNIT, 744 P STREET, MS 9-14-8201
SACRAMENTO, CA 95814
This is an official report of an unannounced visit/investigation of a complaint received in our office on
02/26/2025 and conducted by Evaluator Danyle Wolter
PUBLIC
COMPLAINT CONTROL NUMBER: 29-AS-20250226142116
FACILITY NAME:UNIVERSITY VILLAGE THOUSAND OAKSFACILITY NUMBER:
565800978
ADMINISTRATOR:DMITRY ESTRINFACILITY TYPE:
741
ADDRESS:3415 CAMPUS DRIVETELEPHONE:
(805) 241-3000
CITY:THOUSAND OAKSSTATE: CAZIP CODE:
91360
CAPACITY:514CENSUS: 489DATE:
08/01/2025
UNANNOUNCEDTIME BEGAN:
12:40 PM
MET WITH:Jeannette Ruggerio, Executive DirectorTIME COMPLETED:
01:00 PM
ALLEGATION(S):
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Staff are not adhering to resident's admission agreement.
INVESTIGATION FINDINGS:
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Staff Services Manager I (SSMI) Wolter contacted the Executive Director, Jeannette Ruggerio, via telephone on August 1, 2025, to deliver complaint findings over the phone, SSMI explained the purpose of the call.

On February 26, 2025, the Department received a complaint alleging that, “staff are not adhering to resident’s admission agreement.” The complaint alleges that the change from the “Meal Credit System,” to the “My Choice Dining Points,” point-based allocation system, does not adhere to the resident’s (R1) admission agreement. Throughout the course of the investigation the Department conducted interviews and reviewed documentation relevant to the complaint.

The Department reviewed R1’s Residence and Care Agreement (admission agreement) which explicitly states in section ‘4. Basic Services and Items Provided to All Unit Residents’ that, “Unless otherwise specified, these services are included in your monthly fee: one meal per day in one of the community dining rooms.” [Continued on LIC 9099-C]
Substantiated
Estimated Days of Completion:
SUPERVISORS NAME: Shelly Grace
LICENSING EVALUATOR NAME: Danyle Wolter
LICENSING EVALUATOR SIGNATURE:

DATE: 08/01/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/01/2025
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 29-AS-20250226142116
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CENTRALIZED APP UNIT, 744 P STREET, MS 9-14-8201
SACRAMENTO, CA 95814
FACILITY NAME: UNIVERSITY VILLAGE THOUSAND OAKS
FACILITY NUMBER: 565800978
VISIT DATE: 08/01/2025
NARRATIVE
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The Department also reviewed a copy of a current admission agreement that is being used by the community that states in section ‘5. Basic Services and Amenities’ that, “Unless otherwise specified, these services are included in your Monthly Fee: […] Your Monthly Fee includes one meal per day.” Additionally, the Department reviewed the Resident Handbook (March 2023) and ‘Schedule of Optional Services and Fees,’ neither of which speak to or reference the “My Choice Dining Points.”  
 
Under the new points-based system, points are assigned based on the number of days in each month with an average allocation of 15 points per day. If a resident exceeds their dining points for the month, additional points are $1 per point and charged to the monthly bill. Previously, with the “Meal Credit System,” a resident was allocated one meal a day in one of the community dining rooms. A "meal," as commonly understood and as previously provided, could include a complete dining experience: a breadbasket, appetizer, soup, salad, entrée with sides, fruit cup, and dessert. This offering was consistent, predictable, and included without the need for points calculation or supplemental payment.  
 
In interviews conducted with the current and former Executive Director, the Department was told that residents were made aware of the changes prior to the implementation of the points program but that no addendum was provided as they are still meeting their contractual promise to provide one meal per day.  
 
The replacement of one meal per day with a flexible, but limited point system alters the nature of the contracted service. By introducing this point system without any addendum or updates to the Residence and Care Agreement, the resident handbook or the schedule of optional services and fees, and implementing it without Departmental approval, this is not simply a change in delivery method but a violation of the agreed-upon contract.  
 
Due to this information the Department finds this allegation to be SUBSTANTIATED - A finding that the complaint is Substantiated means that the allegation is valid because the preponderance of the evidence standard has been met. 
 
Deficiencies are cited on the attached LIC 9099-D.  
Exit interview conducted. Copy of report and appeal rights sent to the Executive Director via e-mail to sign and return a copy to the Continuing Care Contracts Bureau either by fax or email, a copy should be retained for facility records as well. 
SUPERVISORS NAME: Shelly Grace
LICENSING EVALUATOR NAME: Danyle Wolter
LICENSING EVALUATOR SIGNATURE:

DATE: 08/01/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/01/2025
LIC9099 (FAS) - (06/04)
Page: 2 of 3
Control Number 29-AS-20250226142116
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CENTRALIZED APP UNIT, 744 P STREET, MS 9-14-8201
SACRAMENTO, CA 95814

FACILITY NAME: UNIVERSITY VILLAGE THOUSAND OAKS
FACILITY NUMBER: 565800978
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 08/01/2025
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Type B
09/01/2025
Section Cited
HSC
1787(d)
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(d) A continuing care contract approved by the department shall constitute the full and complete agreement between the parties.
This requirement is not met as evidenced by: Based on interviews and documents reviewed, the licensee failed to get
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The licensee agrees to update their Residence and Care Agreement and Schedule of Optional Services and Fees to reflect the change to the My Choice Dining Program, as well as create an addendum for the My Choice Dining Program.
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department approval prior to the implementation of the new points system, and did not provide an addendum, or update to their current Residence and Care Agreement, which poses a personal rights risk to residents in care.
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These items are to be submitted to the Continuing Care Contracts Bureau for review and approval prior to implementation.
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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: Shelly Grace
LICENSING EVALUATOR NAME: Danyle Wolter
LICENSING EVALUATOR SIGNATURE:

DATE: 08/01/2025
I acknowledge receipt of this form and understand my appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/01/2025
LIC9099 (FAS) - (06/04)
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