Complaint Investigation Report

Regarding: Staff did not prevent inappropriate interaction between clients in care.

It is alleged that a client is experiencing abuse at their current place of residence. It is also alleged that client is being threatened and mistreated and staff have not taken any action to intervene.

The investigation revealed the following:

Interviews with Staff 1 – Staff 5 (S1-S5), deny the allegation. Information obtained during interviews with S1-S5 indicated, clients living at the home are treated respectfully and are made aware they can turn to staff for support when other clients may have behavioral moments towards them. S1-S5 acknowledged that clients may have arguments and disagreements from time to time; however, staff are always available to redirect clients and ensure they are safe. S1-S5 stated that they have open communication with clients and encourage clients to express their feelings appropriately. Also, S1-S5 stated, they are trained in helping clients manage their aggression by using non-confrontational methods and by providing privacy for those clients who want to express concerns.

Interview with Regional Center Service Coordinator (SC) indicated, they are aware of the behavior incidents between some clients in the home, however, SC stated, staff are providing support to defuse aggressive behavior. SC stated, “Facility is working well with clients, including C1. C1’s needs are being met by staff.” Furthermore, SC stated, staff from the home keep up with training regarding the level of care needed to provide services to clients with their particular behavioral characteristics.

Interviews with Client 2 – Client 4 (C2-C4) indicated, although sometimes clients are verbally aggressive, they feel comfortable approaching staff to talk about their concerns and get their support. C2-C4, further indicated, they feel staff are doing what they can to pacify arguments between clients. C2-C4 also stated, staff are helpful and are keeping them safe.

Interview with C1 indicated, staff are not doing anything to prevent client from calling other clients and staff bad language. C1 stated, staff have not been able to prevent client from being verbally aggressive toward C1 because of client’s age and current mental health state. C1 stated, they have expressed their concerns to staff; however, staff are not helping manage the situation.” Interviews with staff, regional center SC, and clients do not corroborate the allegation.