Assisted Living Waiver
Your rights in ALW, and who to call when something is wrong
In danger right now? Call 911. Otherwise you have the right to be heard, to choose your home and coordinator, and to complain without losing your place.
If someone is in danger right now, call 911. For everything else, you have the right to be heard and to choose your home and your care coordinator. You can complain without losing your place in the Assisted Living Waiver (ALW). A problem with the home: call the state licensing office at (844) 538-8766 or the Long-Term Care Ombudsman at 1-800-231-4024. A problem with your agency: email ALWGrievances@dhcs.ca.gov. Not sure which applies? Call Beta's ALW team at (747) 293-5777. The state calls a complaint a "grievance".
Who to call, by kind of problem
Start with the row that sounds most like your situation. The three ALW routes come from the DHCS ALW grievance fact sheet.
| The problem | Who to contact |
|---|---|
| Danger right now | Call 911. When everyone is safe, use the row that fits. |
| Abuse or neglect of someone living in an assisted-living home | The Long-Term Care Ombudsman CRISISline, 1-800-231-4024: free, confidential and open 24 hours a day. The Ombudsman covers assisted-living homes. It is an advocate for residents, not a licensing agency. |
| Abuse or neglect of someone living at home | Adult Protective Services (APS) in your county. Find your county page. |
| The home: cleanliness, staff, charges or how you are treated | The California Department of Social Services (CDSS), which licenses assisted-living homes: (844) 538-8766, which is (844) LET-US-NO, letusno@dss.ca.gov or the CDSS online complaint form. You can complain without giving your name. CDSS passes some complaints to the local Ombudsman. |
| Services in your care plan that are not happening | Your Care Coordination Agency (the agency). If Beta is your agency, call (747) 293-5777. |
| Your agency itself, Beta or any other, including one that does not call back | The California Department of Health Care Services (DHCS) at ALWGrievances@dhcs.ca.gov. You can also change your agency. |
| Your county Medi-Cal office does not answer | Your county page lists the county Medi-Cal contact. |
Important: Making a complaint is not a reason to lose ALW services. Retaliation is not allowed, and no one should talk you out of raising a concern because you're afraid of losing your place.
Important: This page is general guidance, not individualized legal advice.
Will complaining hurt my placement?
Making a complaint is not a reason to lose ALW services or your place in a home. If you are treated worse after a complaint, that is retaliation. Report it through the same routes.
Your rights, in short
The state's rights form, DHCS 1322, lists these rights, among others.
- To take part in your own care planning and to get information you can understand.
- To choose among available qualified homes and providers, and to change your Care Coordination Agency.
- To be treated with respect and privacy, and to be free from pressure and retaliation.
- To have a representative involved when you've authorized one.
- To get complaint information, and information about a fair hearing (an appeal of a Medi-Cal decision; see the glossary).
Your choice of home has limits. A home still has to take ALW, have space, agree to admit you and be able to meet your needs safely. Each home decides its own admissions, so a home on the state's list is not a promise of a bed. The home gives you a copy of your personal rights and posts how to reach the Ombudsman.
This page does not cover hospital discharge rules or a home's notice rules. For a discharge, ask the discharge planner. For a notice to leave, call the Ombudsman or CDSS.
How to make a complaint count
When it's safe to do so, a few minutes of preparation makes the complaint easier to act on.
- Write down what happened, with dates, times and who was involved.
- Keep any messages, notices or documents that relate to it.
- Say what you'd like to happen: an apology, a change in care, a refund or a move.
- Ask for written confirmation that the complaint was received.
- Don't send medical records or ID numbers by ordinary email. Ask the office you are complaining to how it wants to receive them.
Notices, denials and fair hearings
Some Medi-Cal decisions, such as a denial, a reduction or the end of a benefit, come with a written notice. The notice explains your right to a fair hearing and the deadline for asking for one. Follow the destination and deadline on that notice, and get qualified legal or benefits help if you're unsure. Beta's ALW team can explain what the notice is about. We can't give legal advice.
Tell Beta's ALW team what is happening, and we will tell you which route applies. Want a different agency? The state's change form says your benefits "will not be altered or interrupted" by the switch.
About this informationReviewed August 27, 2026. Program details may change. View official sources and page limitations.
Written by Beta's ALW team and reviewed by Sergio B., Program Coordinator, against the official sources this page lists; facts checked through August 27, 2026. Where this page and an official source differ, the source controls.
This page gives general California ALW information. DHCS decides eligibility after the nurse assessment and releases openings. Each home decides its own admissions. Nothing here is an eligibility decision or a promise of enrollment, and it does not guarantee a place in a home. You may choose any Care Coordination Agency listed by DHCS and any participating home.
Something out of date? Tell Beta's ALW team.