CDPAP
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
What is CRM?
The Customer Relationship Management
Describe PPL's mission
Transform lives by expanding access to self-direction and whole person care.
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.
What is Five9?
A virtual customer contact center.
When does the support center open?
Our support center will open on Jan 6, 2025. This is the first day you can begin your transitions.
Create a Follow-up Inquiry Case
Once the CRM Contact profile is created the CSR will move forward with documenting the unanswered questions in a CRM Case using follow the below steps
Define PPL's values
Committed to Our Mission
Integrity & Transparency
Reliable & Accountable
Widespread Inclusion
Fiscal Responsibility
How is PPL supporting New York 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.
What are the two types of call flows?
Inbound calls & Outbound calls.
When must transistions be completed?
All transitions must be complete by March 28, 2025. Please make sure to plan early to begin your transition.
Define Case vs. Activity
Activity = Action Taken
Case = someone ELSE needs to take action
List PPL's Taglines
What is: Your Life. Your Care. Your People.
Who pays for CDPAP and what are the costs?
Medicaid covers the costs of CDPAP, so there’s no
fee to participate.
Prior to transferring a caller to a supervisor, you should create a case and assign it to Escalation Management
List the 2 types of teams in CDPAP
Personal Assistants & Consumer Service
When should you follow up with an Inquiry Case?
Within 48 hours
Who is PPL and why should customers trust them as an FI?
PPL is the leading FI 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.
Is choice being eliminated with the CDPAP transition?
No. Consumers have choice of Personal Assistant (PA), which is an important component of consumer direction. Additionally, PPL will have facilitator partners that you can also choose from to receive support during the transition and ongoing.
Should you transfer bilingual calls to the supervisor line?
No. You should
1) Create an Escalation Case in CRM.
2) Assign it to the escalation queue.
3) Send an email to the escalation team at cs-escteam@PPLfirst.com for a bilingual callback.
Does the Consumer Support Agent initiate the registration over the phone support?
Yes.
What template should be used for a follow-up?
"NY CDPAP Continued Follow-up"
Describe Financial Management Services
Finacial Management Service (FMS) PPL manages the payment of government funds through different partners.
Who determines the pay rate for the personal assistants?
PPL will determine the pay rates based on where the consumer is located. The pay rates will be shared during the transition process.
What languages can the compliment be in?
Arabic, Cambodian, Cantonese, English, Korean, Mandarin, Russian, Somali, Spanish, Tagalog, Ukrainian, Vietnamese