PA Info
What does the pay schedule look like?
Personal assistants will be paid weekly. Our pay
period starts on Sundays and ends on Saturdays.
Fridays are pay days.
What services does PPL provide to support consumer-directed care?
PPL helps with payroll, taxes, claims, health and
safety, fraud checks, program accounting, and
analytics, making it easier for people to manage
their care needs.
How will I know if my fiscal intermediary is one of PPL’s CDPAP facilitators?
Before the end of the year, we will publish a list of our facilitator partners on our website, pplfirst.com/cdpap.
Why do I have to wait until January to start?
We are hard at work customizing our processes, trainings, and systems for CDPAP to make sure this is a seamless transition for CDPAP consumers and personal assistants. This includes creating a dedicated CDPAP customer service center, opening January 6th, to provide the best possible support in your preferred language.
I don’t know PPL. Who are you and why should I trust you as an FI?
PPL is the leading fiscal intermediary for consumer directed services. We have been serving consumers and personal assistants for 25 years and work with 50 programs across 21 states. PPL is solely dedicated to consumer directed services and does not have other lines of business. Many of our employees have worked in consumer directed services for decades and our EVV technology is the highest rated on the Google App and Apple App stores.
What if there’s a problem with my paycheck? Do I have to wait another week to get paid?
If there’s ever an error in your payment, we have a
quick resolution process so that you don’t have to
wait until the next pay period.
Are you going to be helping manage hours?
We have user-friendly tools and resources to make it easy for consumers to track hours worked and stay up-to-date on account balances. Our training materials are designed to help you stay on top of the hours worked and have good communication with your personal assistants.
Can I still choose my fiscal intermediary after the transition?
You can have a choice of your CDPAP facilitator!
After the transition, PPL will be the only statewide
fiscal intermediary that CDPAP consumers use to
pay their personal assistants and handle all other
wage-related processing. However, PPL has
partners, called CDPAP facilitators, who used to be
fiscal intermediaries that can assist you or your
designated representative with your registration.
Facilitators can help your PA get registered, too!
There will be multiple facilitators available in each
county that you can choose to work with.
Facilitators will have a variety of specialized
language, cultural, and disability experience.
When will registration and training begin, and how do I know what to do?
Our customer service center officially opens on January 6th. Please call us back starting on that date, and we’ll get you set up in our system, provide registration information, and walk you through the forms and requirements. If you do not want to do this over the phone, no problem! Just let us know, and we will have a team member schedule a group or in-person session to help you through the process. And please mark your calendars: Registrations and forms for consumers and personal assistants must be completed by March 29th.
Do I have to move to PPL? What are my options if I do not want to?
You and your PA will need to register with PPL before March 30, 2025, but you or your designated representative do have the option of getting registration and ongoing support from either PPL or one of our facilitator partners. To reduce the impact of the change, PPL has partnered with a broad network of CDPAP facilitators. These facilitators are currently CDPAP fiscal intermediaries. If you are already working with a facilitator in our network, you can continue to receive support from them and will work with them to complete your registration with PPL.
Do I have to redo all my trainings?
Will you come to my house to help me and my consumer?
We’d be happy to! Requests for in-home support are in high demand, so we’ll just need to schedule an appointment. For faster support, starting January 6th, we’ll have staff available to assist over the phone from 8 a.m. to 8 p.m. Eastern Time Monday to Saturday — no appointment needed!
Will this FI transition change my current services?
No. As a result of this transition, you may be changing FIs, but your services under the program continue as is.
How do I sign up for an information session?
You can sign up for an information session on our website, pplfirst.com/cdpap. We offer both virtual and in-person options so you can choose what’s best for you. Space is limited, so we encourage you to sign up early. If you can’t make a session, don’t worry — virtual sessions will be recorded and posted on our website in multiple languages.
When and how will we get information on the transition process?
Information about the transition is being
distributed through a variety of sources, including:
1) PPL’s CDPAP webpage, 2) PPL’s social media
platforms, 3) In-person and virtual forums, and 4)
Through phone, mail, and email outreach from
PPL. Additionally, PPL’s CDPAP customer service
call centers will open January 6th, 2025. The
support team at the call center can answer all your
questions and help you get registered with PPL.
You may also receive notifications from the NY
Department of Health and your managed care
plan, if you are enrolled in one.
You’ll hear from us in the coming months with the
steps needed to start the transition and register
with PPL.
Do I have to learn a new system to submit my hours?
When will I transition to a new FI?
Consumers and personal assistants will start transitioning in early 2025, and the transition will continue through March 30, 2025.
What if my FI stops working with CDPAP before my scheduled transition date?
For managed care members, your managed care plan will help you get support if your current fiscal intermediary stops operating before the transition. For fee-for-service members, your Local Department of Social Services can support you in maintaining CDPAP services and transitioning to PPL or one of our partners at the appropriate time.
Can’t you just get all my enrollment documents from my current FI so that I don’t have to redo everything?
We’ll collect as much information as possible during the transition. However, some documents will need to be updated, and if your current FI is not able to provide your documents to us, we will ask you for the information so that your registration is seamless. And if you’re currently working with one of our CDPAP facilitators, you can continue working with them as normal and they will help you with the paperwork.
Some media has reported issues with past PPL contracts. Should I be concerned?
Opponents of the CDPAP transition have tried to cast doubt on the transition in any way possible and some of the information reported was skewed and old. PPL has implemented more than 50 successful contracts in the past decade and is a highly capable fiscal intermediary.
Are you still going to pay overtime?
Overtime is sometimes necessary to ensure services are provided timely. We will provide the details of our overtime policy to consumers and personal assistants during the registration process.
How are you going to make sure my case manager knows to send you my auth so my personal assistant gets paid?
We work directly with case managers and service coordinators to ensure all necessary authorizations are up to date in our system. This helps make sure your authorizations are accurate, so there are no delays in your personal assistant’s pay.
How can an out-of-state company manage CDPAP services?
PPL will operate the CDPAP contract out of New York. We are opening eight offices across the state and hiring more than 1,200 people in New York. Additionally, PPL will move our national company headquarters to the New York area in the coming months. PPL has been working with New York Programs since 2011, and many of our existing PPL team members live in New York and have experience serving New York programs.
Where do I go to get the registration documents completed?
You can complete registration documents through our online portal, by phone, or in person with an appointment. If you’d like an in-person appointment, please let us know, and we can help you set that up at a location near you.
Why are you making this change and not giving us enough time to do everything? This is difficult for everyone.
We understand that change can be challenging, and we're here to support you every step of the way. PPL and our facilitator partners will work with you to make the transition as easy as possible, and we’ll provide multiple ways to get in touch so that no one feels rushed or unsupported.