NY TERMS
DOL
The Department of Labor (DOL) administers federal labor laws to guarantee workers' rights to fair, safe, and healthy working conditions, including minimum hourly wage and overtime pay, protection against employment discrimination, and unemployment insurance.
How many hours can a PA work in one day? In one month?
During the transition period the PPL team will be providing more details on hour limits, including our overtime policy.
DOC
Difficulty of Care
Can I talk to someone instead of emailing? Can you just call me to answer my questions over the phone?
Of course! We understand some questions are best handled by phone. You can call our customer service team starting January 6th, and we’ll be happy to assist you and answer any questions. The customer service center will be open Monday – Saturday, 8 a.m. to 8 p.m. Eastern Time.
What is PPL Model?
Your Life
Your Care
Your People
MCO
Managed Care Organization Health plans providing Medicaid services, sometimes involved in CDPAP/CDS programs.
How does PPL make sure people follow Electronic Visit Verification (EVV) requirements?
PPL provides EVV training to help people understand and follow EVV rules. This helps avoid errors in timekeeping and makes it easier for people to manage their services. We will monitor EVV activity to help people stay in compliance.
LVM
Left Voicemail
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.
EVV - What if I forget to clock out?
Time4Care will prompt you to edit your time before you begin your next shift.
SDC
Self-Directing Consumer - A consumer who is capable of making choices regarding the consumer's activities of daily living and the type, quality and management of his or her consumer directed personal assistance; understands the impact of these choices; and assumes responsibility for the results of these choices.
How does someone get services in CDPAP?
If you are already enrolled in Medicaid and qualify for CDPAP services, our customer service center can connect you with the right resources. More information about CDPAP can be found here: https://health.ny.gov/health_care/medicaid/program/longterm/cdpap/
FEIN
Federal Employer Identification Number - Used for filing federal tax forms and making tax payments for Medicaid Individuals.
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.
What do you call it when you:
a. Purposely disconnecting the call.
b. Are unresponsive to callers.
c. Placing callers on hold for an extensive hold times
Call Avoidance
CDPAP Facilitator
Former NY State Fiscal Intermediary
What are the advantages of CDPAP vs traditional home care?
CDPAP offers some unique benefits, including choosing your own caregivers.
LTD
Long Term Disability
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.
How does Time4Care EVV work if I do not have internet access, or my phone does not work well at the member’s home?
Time4Care will work offline, and you will still be able to clock in/out. When you are in an area with internet, the app will automatically submit time in offline mode.
SMC
Stable Medical Condition - A condition that is not expected to exhibit sudden deterioration or improvement and does not require frequent medical or nursing evaluation or judgment to determine changes in the consumer's plan of care.
What is CDPAP?
CDPAP stands for the Consumer Directed Personal Assistance Program. This is a Medicaid program in New York State that lets people who need home care choose, hire, and manage their own caregivers. More information on the program can be found here: https://health.ny.gov/health_care/medicaid/program/longterm/cdpap/
SELF-DIRECTION
Alternative description of Consumer Directed or Participant Directed Programs
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
What to do when transferring calls to your supervisor in Five9?
Prior to transferring a caller to a supervisor, you should create a case and assign it to Escalation Management