Complaint Investigation Report

Allegation: Staff did not provide a comfortable and safe environment for residents

It is alleged that S7 witnessed a verbal altercation where R2 made a verbal threat to R1 and staff did nothing to mediate the citation. LPA interviewed S7 and although they did not recall the situation, they did state that residents do sometimes get into verbal altercations with one another and action is taken when this is observed or brought to their attention; staff will separate the residents, speak to each one individually and remind them that everyone is to be treated with respect and feel safe, staff will also remind residents of their contract and let them know that if such behavior continues it may result in eviction (all other 6 staff also confirmed these steps are taken when there is an altercation between residents). LPA interviewed 9 residents and 8 out of 9 residents stated that when staff notices or are informed of an argument/altercation between 2 residents, immediate action is taken and staff separate residents and speak to those involved in altercation separately and in private.

It is alleged that there is the smell of weed and cigarettes all throughout the facility , there are multiple residents that smoke in their rooms causing this smell travel throughout the facility and staff are not addressing the issue/concerns of residents. LPA toured facility both outside and inside, the 1 st and 2 nd floors were toured along with the facility patio (non smoking area), and common areas, LPA did not observe any odors of weed or cigarettes during tour, various rooms were also inspected and there were no odors in any of the rooms that LPA entered. LPA observed lobby area which is near the entrance where residents where residents were observed smoking and upon entering on both initial and subsequent visits the smell of smoke was not present inside lobby area of facility. During interview with S1, staff stated that although sometimes you can smell a faint smell of cigarette smoke from time to time, it is difficult to identify where the smell is coming from , and most smokers carry that smell with them on their clothing, skin and hair . S1 further stated that if the smell is observed an investigation is conducted and staff remind residents of the smoking policy.

Allegation: Staff don’t assist residents in a timely manner

It is alleged that whenever the residents call the staff for assistance via the landline provided in each room , the phone will either ring up to 10-13 times , the staff don’t answer it or when staff do answer, they just hang up on the residents. During tour LPA tested multiple phone lines and each time the line was answered within 2-3 rings. LPA interviewed 7 staff and 7 out of 7 staff denied the above allegation, multiple staff stated that they are trained to assist with answering the phones and are told to lend a helping hand with the phones if the front desk staff is occupied or on another call.