Complaint Investigation Report

Interviews with eleven (11) of eleven (11) clients indicated that there is no mail stolen and the staffs are not stealing clients mail. Clients interviewed reported that the mail can only be accessed and claimed through the front desk where the security guard is stationed. Security guard receives the mail from the mailman as an incoming mail and they are the one who distributes the mail to the clients. Interviews with six (6) of six (6) staffs indicated that the mail are being distributed by the security guard and no one is allowed to touch the mail behind the front desk counter except for the security/staff in charge. Six (6) of six (6) staff interviews revealed that there’s no incident that happened in the facility that staff steal clients mail. During the visit on 10/11/2024, LPA Serrano observed that the head of security is the one safeguarding and handling the mail for the clients.

Based on the evidence, the allegation that Staffs are stealing residents mail is UNSUBSTANTIATED. A finding that the complaint is UNSUBSTANTIATED means although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur, therefore the allegation is unsubstantiated at this time.

An exit interview was conducted with this report, LIC9099 was discussed and provided to Residence Care Coordinator Tammy Chavez.