Transition
When can I start working with PPL?
We’re excited to start working with you! Our customer support center will officially be open on January 6th to start registering consumers and personal assistants who are already in the program. On February 3rd, we will start taking new referrals on consumers who are new to CDPAP.
What is the turnaround time to respond to emails?
NY CDPAP: Email Response to Inquiry
What is FMS?
Financial Management Services -
An organization providing Financial Management Services to support CDPAP participants in managing payroll
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.
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!
What is the final date I can work with my FI/FMS?
You must complete your registration with PPL prior to March 30, 2025. We recommend you start the process as soon as possible and at least one month in advance.
What template do you insert when responding to emails?
NY CDPAP: Email Response to Inquiry
What does ILC stand for?
Independent Living Center
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.
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.
How is PPL supporting the CDPAP?
We’re moving our headquarters to Albany, New York, opening eight offices in the state, and hiring over 1,200 New York-based employees. We’re also working with the community and local CDPAP groups to support services in more than 40 languages and address unique cultural needs.
When creating a case, who do you assign the case to?
Noah or Nissa
What is EVV used for?
EVV (electronic visit verification) is used to track caregiver visits, often required by Medicaid to verify service delivery.
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.
I am interested in working at PPL. What do I need to do?
Please visit pplfirst.com/cdpap and navigate to the careers tab for information about positions we are recruiting for and how to apply.
Can you tell me what region I am in and when my county is scheduled to transition?
I am happy to provide you with that information! Here is the list of regions, the counties they include, and the dates when communications will start going directly to consumers in these regions. However, you don’t have to wait to hear from us. Starting January 6th, you can call us to initiate the process. Region 4 — Outreach Starts January 6, 2025 Allegany, Broome, Cattaraugus, Cayuga, Chautauqua, Chemung, Chenango, Clinton, Columbia, Cortland, Delaware, Essex, Franklin, Greene, Hamilton, Herkimer, Jefferson, Lewis, Livingston, Oneida, Ontario, Oswego, Otsego, St. Lawrence, Schoharie, Schuyler, Seneca, Steuben, Tioga, Tompkins, Wayne, Yates Region 2 — Outreach Starts January 20, 2025 Dutchess, Orange, Putnam, Rockland, Sullivan, Ulster Region 3 — Outreach Starts February 3, 2025 Albany, Erie, Fulton, Genesee, Madison, Monroe, Montgomery, Niagara, Onondaga, Orleans, Rensselaer, Saratoga, Schenectady, Warren, Washington, Wyoming Region 1 — Outreach Starts February 10, 2025 Bronx, Kings (Brooklyn), Nassau, New York (Manhattan), Queens, Richmond, (Staten Island), Suffolk, Westchester
Where do we go in CRM to view our emails?
Queue Items - z Email Inbox Only - NY CDPAP
What is a CDPAP Facilitator?
Former NY State Fiscal Intermediary
No, you won’t need to pay to use our system.
How is PPL supporting the New York Consumer Directed Personal Assistance Program (CDPAP)?
We’re moving our headquarters to Albany, New York, opening eight offices in the state, and hiring over 1,200 New York-based employees. We’re also working with the community and local CDPAP groups to support services in more than 40 languages and address unique cultural needs.
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.
What are the steps in converting emails to cases?
1.Select Email
2. Select Convert to Case,
3. DO NOT DELETE NY CDPAP in Customer field . Subject field is left blank. Bottom two subject fields are YES
4. Select Convert and Add to Queue
5. Select NYCDPAP Support and Assign your Supervisor to the Assign field.
What does PACE stand for?
Program All-Inclusive for Elderly
PPL and the New York Department of Health are working together to strengthen CDPAP for the benefit of the program’s stakeholders. Our joint goal for the transition is to minimize disruption and make the process as smooth as possible for consumers and personal assistants.
My consumer/ personal assistant speaks [LANGUAGE]. Do you have someone who can speak that language to help us with this change?
Yes, we can help! PPL team members and our facilitator partners speak 40 different languages! Plus, our website can translate information into over 130 languages and dialects, and our customer service agents have access to translation services covering more than 300 languages.