Complaint Investigation Report

LPA David Marrufo interviewed Staff S1-S10. 7 Out of 10 staff (S1-S6, S9) stated staff don’t speak to clients in an inappropriate manner.

Staff S7 stated the staff are not inappropriate or degrading but are at times passive aggressive and might raise their voice. S7 stated staff speak badly about other staff when clients are in the vicinity.

S8 stated there was an instance with staff spoke to a client in an inappropriate manner. S8 stated a manager was mocking a client, and S8 felt it was inappropriate.

S10 stated there are staff who talk to clients like children and talk down to them. S10 stated some staff use codenames for clients and will say, “strawberries smells bad today.” S10 stated some staff have been know to laugh at clients delusions and hallucinations.

LPA David Marrufo interviewed Administrator Matthew Miao. ADM stated staff do not speak to clients in an inappropriate manner.

On October 28, 2025, LPA Manuel Monter interviewed Staff S11-S16. 6 Out of 6 staff (S11-S16) stated staff do not speak inappropriately towards clients and they have not heard or seen this occur.

LPA Monter interviewed clients C16-C23. 1 Out of 8 Clients (C16) interviewed stated Client C16 stated there is a staff member who speaks to clients in a disrespectful manner. C16 stated staff S1 barks orders to the clients, is rude and rolls his/her eyes when clients ask for help. 7 Out of 8 Clients (C17-C23) stated staff do not speak inappropriately towards clients and they have not heard or seen this occur.

Based on investigation, records reviewed, and interviews conducted, the Department found that the above allegations are UNSUBSTANTIATED. An unsubstantiated finding indicates that although the allegation may have happened or is valid, there is not a preponderance of evidence to prove that the allegations did or did not occur. Page 2 Out of 2.