California Adult Protective Services (APS) Complaints

What is Adult Protective Services?

Adult Protective Services (APS) is a county-administered program that investigates reports of abuse, neglect, and exploitation of elders (65+) and dependent adults (18-64 with disabilities). APS social workers respond to reports, assess risk, and connect victims with services and resources.

Who APS Protects

Elders age 65 or older, and dependent adults ages 18-64 who have physical or mental limitations restricting their ability to carry out normal activities or protect their rights.

What APS Does

Investigates abuse reports, assesses victim safety, creates safety plans, provides case management, and coordinates with law enforcement, courts, and service providers.

APS Authority

APS workers can visit homes, interview alleged victims and witnesses, coordinate with law enforcement for criminal investigations, and arrange emergency services.

Voluntary Services

APS services are voluntary for victims with capacity. If a competent elder refuses services, APS cannot force intervention unless there is imminent danger or court involvement.

APS vs. Law Enforcement

APS focuses on social services and victim safety, while law enforcement investigates criminal conduct. For serious crimes, you should report to both APS AND local police. They work together but serve different functions.

When to Report to APS

APS accepts reports of abuse, neglect, or exploitation occurring in the community (private homes, apartments, hotels, hospitals). For abuse in licensed care facilities, also report to the California Department of Public Health or Long-Term Care Ombudsman.

Reportable Situations

Physical Abuse ▼

Unexplained bruises, welts, cuts, or burns
Injuries inconsistent with explanation given
Signs of restraint marks on wrists or ankles
Over-medication or under-medication
Frequent emergency room visits
Fear or flinching around certain individuals

Neglect or Self-Neglect ▼

Malnutrition or dehydration
Poor hygiene, soiled clothing
Untreated medical conditions
Unsafe or unsanitary living conditions
Lack of necessary medications
Inability to perform daily living activities without help
Hoarding situations creating hazards

Financial Abuse / Exploitation ▼

Sudden changes in bank accounts or financial documents
Unexplained withdrawals or transfers
Missing property or valuables
New "friends" or strangers with financial control
Sudden changes to wills or power of attorney
Unpaid bills despite adequate income
Forged signatures on financial documents

Psychological / Emotional Abuse ▼

Verbal threats, intimidation, humiliation
Isolation from family and friends
Controlling behavior by caregiver
Sudden changes in personality or behavior
Depression, anxiety, withdrawal
Elder expresses fear of caregiver

Abandonment ▼

Caregiver has left elder alone for extended periods
Elder left at hospital or facility without arrangement
Caregiver cannot be located
Elder unable to care for themselves alone

Emergencies: Call 911 First

If someone is in immediate danger, being actively harmed, or has a medical emergency, call 911 immediately. Then report to APS after the emergency is addressed.

Mandatory Reporters

Under California Welfare and Institutions Code Section 15630, certain professionals are legally required to report known or suspected elder abuse within specific timeframes. Failure to report is a misdemeanor.

Who Must Report

Category	Examples
Healthcare Providers	Physicians, nurses, dentists, physical therapists, pharmacists, psychologists
Care Custodians	Home health aides, caregivers, social workers, nursing home staff
Financial Professionals	Bank employees, financial advisors, accountants (when serving elders)
Clergy	Ministers, priests, rabbis (with exceptions for penitential communications)
Law Enforcement	Police officers, sheriff deputies, firefighters, paramedics
Legal Professionals	Court-appointed guardians and conservators, public guardians

Reporting Deadline

Mandatory reporters must report by phone immediately or as soon as practicably possible, with a written follow-up report within 2 working days.

Penalty for Failure to Report

Misdemeanor punishable by up to 6 months in county jail and/or up to $1,000 fine. If abuse results in death or great bodily injury, up to 1 year in jail and $5,000 fine.

Reporter Immunity

Mandatory reporters who report in good faith are immune from civil and criminal liability. Anonymous reports are accepted but cannot be made by mandatory reporters (they must identify themselves).

How to File an APS Report

Anyone can report suspected elder abuse to APS. You don't need proof—reasonable suspicion is enough. APS will investigate to determine if abuse occurred.

Contact Information by County

Statewide Hotline

Call 1-833-401-0832 24 hours a day, 7 days a week. You'll be connected to the appropriate county APS office.

Information to Provide

Name, age, and address of the alleged victim
Nature and extent of abuse or neglect observed
Name and relationship of suspected abuser (if known)
Current location and safety status of victim
Victim's mental and physical condition
Any witnesses to the abuse
Whether the victim is aware of the report
Your contact information (can be anonymous for non-mandatory reporters)

Reporting Methods

By Phone (Preferred)

Call the statewide hotline or your county APS office directly. This allows immediate assessment and follow-up questions.

Online Reporting

Some counties offer online reporting forms. Check your county's APS website. Note: urgent situations should still be reported by phone.

Written Report

Mandatory reporters must submit SOC 341 form within 2 working days of phone report. Forms available from APS or online.

In Person

You can visit your local APS office to file a report during business hours. Bring any documentation you have.

APS Investigation Process

Once a report is received, APS follows a structured process to evaluate the situation and determine appropriate interventions.

Report Received & Screened

APS staff reviews the report to determine if it meets criteria for investigation. Reports involving immediate danger are prioritized.

Case Assignment (Within 24-48 Hours)

If accepted, case is assigned to an APS social worker. Emergency cases must be addressed within 24 hours.

Initial Contact & Assessment

Social worker contacts/visits the alleged victim, assesses immediate safety, and gathers information. May interview witnesses and suspected abuser.

Investigation (10-30 Days)

Social worker investigates allegations, reviews evidence, coordinates with law enforcement if criminal conduct suspected, and determines findings.

Determination Made

Investigation concludes with finding: Confirmed (abuse occurred), Inconclusive (insufficient evidence), or Unfounded (abuse did not occur).

Services & Follow-Up

If abuse confirmed, APS develops safety plan and connects victim with services. May include ongoing case management, legal assistance, housing, or medical care.

Cross-Reporting Requirements

APS must cross-report certain cases to law enforcement (physical abuse, sexual abuse, isolation, financial abuse by caregiver, neglect causing great bodily harm) within 2 working days.

What Happens After You Report

Understanding the process helps set realistic expectations about what APS can and cannot do.

What APS Can Do

Investigate the allegations and assess victim safety
Develop safety plans with the victim's consent
Arrange emergency shelter, food, or medical care
Connect victims with legal aid and advocacy services
Coordinate with law enforcement on criminal matters
Petition court for protective orders in emergency situations
Refer cases to public guardian for conservatorship evaluation
Provide case management and ongoing monitoring

What APS Cannot Do

Force services on competent adults who refuse help
Remove someone from their home without their consent (unless court ordered)
Arrest or prosecute abusers (law enforcement function)
Provide ongoing caregiving or in-home support
Serve as power of attorney or conservator
Disclose investigation details to reporters (confidential)

Confidentiality of Reports

APS cannot disclose whether an investigation is occurring, the findings, or what services are being provided—even to the person who made the report. This protects victim privacy and investigation integrity.

Sample APS Complaint

While you can report verbally, having information organized helps ensure thorough reporting. Here's a template for documenting concerns before calling.

Sample APS Complaint Documentation

ADULT PROTECTIVE SERVICES COMPLAINT Date of Report: [Date] County: [County Name], California ALLEGED VICTIM INFORMATION: Name: [Full Name] Age/DOB: [Age or Date of Birth] Address: [Street Address, City, CA ZIP] Phone: [If known] Living Situation: [Alone / With family / With caregiver / Facility] PHYSICAL/MENTAL STATUS: Physical condition: [Describe any visible injuries, mobility issues, hygiene concerns] Mental capacity: [Alert/Oriented / Confused / Dementia diagnosis / Unknown] Medical conditions: [Known conditions, medications] SUSPECTED ABUSER (if known): Name: [Full Name] Relationship: [Son/Daughter/Caregiver/Conservator/Stranger/Unknown] Address: [If known] Phone: [If known] Access to victim: [Lives with / Visits daily / Has keys / Power of attorney / etc.] NATURE OF ABUSE/NEGLECT (Check all that apply): ☐ Physical abuse ☐ Neglect by caregiver ☐ Self-neglect ☐ Financial exploitation ☐ Psychological/emotional abuse ☐ Sexual abuse ☐ Abandonment ☐ Isolation DESCRIPTION OF CONCERNS: [Provide detailed description of what you observed or were told. Include: - Specific incidents with dates/times if known - Physical evidence observed (bruises, injuries, living conditions) - Statements made by the victim - Changes you've noticed over time - Concerns about immediate safety] WITNESSES: [Names and contact information of anyone else who has observed the situation] PREVIOUS REPORTS: Have you or anyone else reported this situation before? ☐ Yes ☐ No If yes, when and to whom? VICTIM AWARENESS: Is the victim aware you are making this report? ☐ Yes ☐ No YOUR INFORMATION (Anonymous reporting available for non-mandatory reporters): Name: [Your Name] Relationship to victim: [Neighbor / Family member / Healthcare provider / etc.] Phone: [Your Phone] Best time to reach you: [Time] Are you a mandatory reporter? ☐ Yes ☐ No ADDITIONAL INFORMATION: [Any other relevant details, concerns, or documentation]

Written Follow-Up for Mandatory Reporters (SOC 341)

Mandatory Reporter Written Follow-Up

SOC 341 - SUSPECTED DEPENDENT ADULT/ELDER ABUSE REPORT To be submitted within 2 working days of phone report I. REPORT INFORMATION Date of initial phone report: [Date] APS office contacted: [County] Adult Protective Services Name of person taking report: [If known] Reference number: [If provided] II. REPORTING PARTY (Mandatory Reporter) Name: [Your Full Name] Title/Profession: [Your Professional Title] Agency/Employer: [Organization Name] Address: [Work Address] Phone: [Work Phone] Email: [Work Email] Signature: _________________________ Date: _____________ III. VICTIM INFORMATION [Same information as provided in phone report] IV. SUSPECTED ABUSER INFORMATION [Same information as provided in phone report] V. INCIDENT DESCRIPTION [Detailed description including: - Date, time, and location of observed abuse/neglect - Description of injuries or conditions observed - Statements made by victim - Evidence collected or observed - Actions taken by reporter] VI. NOTIFICATION Was law enforcement notified? ☐ Yes ☐ No Agency: _________________ Report #: _________________ Was victim's physician notified? ☐ Yes ☐ No Physician name: _________________ This report is made pursuant to Welfare and Institutions Code Section 15630. I understand that failure to report known or suspected elder/dependent adult abuse is a misdemeanor. Submit to: [County] Adult Protective Services Address: [County APS Address] Fax: [County APS Fax]

Following Up on Your Report

While APS cannot share investigation details due to confidentiality laws, there are ways to stay informed and ensure the situation is being addressed.

Check In With the Victim

If you have a relationship with the alleged victim, continue checking on them. Note any changes or new concerns to report.

Report New Incidents

If you observe additional abuse or neglect, file a new report. Each incident creates documentation.

Contact Your County Supervisor

If you're concerned APS isn't responding adequately, contact your county board of supervisors who oversee APS.

Long-Term Care Ombudsman

For facility-related concerns, the Ombudsman can provide updates and advocacy. Call 1-800-231-4024.

If You Disagree With APS Response

Escalation Options ▼

1. Request Supervisor Review
Ask to speak with the APS social worker's supervisor about your concerns.

2. Contact County Director
Escalate to the county APS program director if supervisor review is unsatisfactory.

3. File Complaint With CDSS
The California Department of Social Services oversees county APS programs. File complaints at www.cdss.ca.gov.

4. Contact State Ombudsman
The State Long-Term Care Ombudsman can investigate systemic issues: 1-800-231-4024.

5. Seek Legal Counsel
An elder law attorney can advise on additional legal options, including civil lawsuits, conservatorship, or restraining orders.

Parallel Legal Actions

An APS investigation doesn't prevent pursuing other remedies. You can simultaneously report to law enforcement, file for restraining orders, pursue conservatorship, or consult with an attorney about civil litigation.

Next Steps & Related Resources

APS is one tool for addressing elder abuse. Depending on the situation, additional actions may be needed.

Criminal Report

For serious crimes (theft, assault, financial exploitation), also file a police report. Criminal prosecution holds abusers accountable.

Civil Lawsuit

Victims can sue abusers for damages under California Elder Abuse Act. See our financial abuse demand guide.

Conservatorship

If the elder cannot protect themselves, conservatorship may be needed. See our conservatorship guide.

Restraining Orders

Elder abuse restraining orders under Code of Civil Procedure 527.6 can provide immediate protection from abusers.

Additional Resources

Resource	Contact	Purpose
California APS Hotline	1-833-401-0832	Report abuse 24/7
Long-Term Care Ombudsman	1-800-231-4024	Facility complaints & advocacy
California Elder Abuse Hotline	1-800-677-1116	National Eldercare Locator
CA Dept. of Public Health	1-800-236-9747	Licensed facility complaints
CA Bar Lawyer Referral	1-866-442-2529	Find an elder law attorney