Complaint Investigation Report

The investigation revealed the following: in regard to the allegation “Staff did not provide adequate transportation for the clients.” It was alleged that clients did not provide adequate transportation and were not picked up by the Day program several times.

Interviewed staff stated that the program provide adequate transportation to clients. Interviewed S1, S2 and S3 stated the program has nine passenger vehicles to transport the participants to and from their homes. They stated that sometimes (not often) Program had to cancel participant services either on the morning of the programming day or the day before scheduled services. These cancellations are sometimes due to staff absences. Other times program staff are the ones who are cancelled on, and program staff are unaware until they arrive at a family home and/or residential facility. These sorts of cancellations are due to a behavior at home, doctor/specialist appointments or the individual being sick. Interviewed staff stated it is always their goal to be transparent and work with the families and residential facilities of those individuals attending their program. Interviewed S1 stated they have communicated with family homes, residential facilities, Regional Center and do not take cancellations lightly, but they believe it is important to remain compliant with their approved program design and regulations. It is imperative that the 3:1 ratio be always maintained due to the type of service and support that is needed by those referred to and actively attending the day program. It is for this reason, they place priority on maintaining 3:1 ratio always rather than attempting to provide transportation to all individuals on the roster and provide inadequate care. Interviewed S2 stated they always notify the families and facility staff about cancelations and have had meetings about how to rotate cancelations, so it does not target any one person unfairly. Interviewed staff stated they take a very measured approach and are sensitive to the needs of the participants, parents/family members and residential facilities and they understand that the individual they support has a choice of where to attend and can advocate for a different program if they feel it necessary to seek other options. All interviewed staff stated Program staff are very mindful of any cancellation and have always attempted to minimize them. Furthermore, each home has been informed and understands that attendance may vary from day to day. At the time of visits LPA toured the facility and observed that the facility was equipped with nine vans and all clients are adequately supervised.