New York State Department of Health Provides Update on Latest CDPAP Transition Progress, Shares Video of Caregiver Testimonial (2025)

More Than 50,000 Consumers and 50,000 Workers Have Either Started or Completed the Registration Process

As Registration Continues to Accelerate, Consumer Feedback Drives Call Center Enhancements

New Video Highlights CDPAP Caregiver's Experience Transitioning to PPL

ALBANY, N.Y. (February 14, 2025) – The New York State Department of Health today announced the latest progress made on the Consumer Directed Personal Assistance Program (CDPAP) transition to a new statewide fiscal intermediary. Since the start of the transition on January 6, more than 50,000 consumers and 50,000 personal assistants have either started or completed the registration process with Public Partnerships LLC (PPL).

"Our top priority in this transition is supporting CDPAP home care users and caregivers throughout New York State – and the transition remains on track for completion by April 1," State Health Commissioner Dr. James McDonald said. "Our team is working every day to keep spreading the word about the fast, easy and secure registration process – ensuring that CDPAP home care users continue receiving the same benefits and service they rely on."

The State Department of Health maintains information on the CDPAP transition webpage and has launched its own digital and radio ads promoting registration.

PPL, the new statewide fiscal intermediary, continues to actively engage with consumers through promotion and outreach activities. PPL's activities have included radio ads, print ads in 24 publications across 12 languages, thousands of fliers delivered to community and senior centers and in-person community registrations sessions. Complete information about the transition and registration can also be found on PPL's website, including Frequently Asked Questions.

State Medicaid Director Amir Bassiri said, "We are committed to ensuring CDPAP continues to run smoothly for consumers and their caregivers following the April 1 transition. It has been helpful to hear directly from consumers – including those who were initially concerned or confused but gained a clear understanding of the next steps as they engaged successfully with the registration process."

During this transition, CDPAP eligibility for home care users will not change. Additionally, this process to strengthen CDPAP will take steps to ensure caregivers continue to receive timely payments and avoid any disruptions in services for those who rely on the program.

PPL President Maria Perrin said, "PPL has put in place a comprehensive support system to ensure consumers are able to transition timely with a high service level. Additionally, we are focused on making sure personal assistants (PAs) are treated professionally and are able to access health benefits, paid time off, 401K plans, and bonus payments. PAs are essential to CDPAP and we aim to help them thrive as caregivers."

In addition to the more than 50,000 consumers who have either completed or started the registration process, PPL's support center has fielded nearly 148,000 inbound calls to assist consumers with questions and PPL has also conducted more than 43,000 outgoing calls through its direct outreach efforts. The Department expects registration will continue to accelerate significantly in the days and weeks to come.

The Department highlights this testimonial from a caregiver who has completed the registration process.

Rochester area personal assistant, Claudia G. said, "My recommendation is to just do it … if you don't understand something PPL is great as far as giving information and helping you finalize the [transition] process. I was impressed with what was offered to me … for example, a 401k and the rate of pay. Before PPL took over in New York state, I questioned why we only get three hours a year of vacation pay — we're workers too and it didn't seem fair but that's the way it was done. There are definitely more benefits to registering and getting on board [with PPL]."

PPL currently has nine direct language lines up and running with native speakers available across an additional 35 languages in house and access to hundreds more through their translation services and facilitator network. When PPL receives a call on the main line from an individual requesting a non-English language, the agent will first look to identify a PPL staff member that speaks the language. If one is not available, they can choose to utilize the translation service or be referred to a facilitator that has the language capability.

PPL currently has 33 facilitators, including 11 Independent Living Centers, supporting the transition efforts. Through this diverse alliance, New York will deliver a stronger CDPAP and ensure New Yorkers in the program will receive the high-quality care they need.

Between now and March 28, PPL will continue its outreach, but consumers and personal assistants can start their registration now through one of the following options:

Option 1: Call PPL's support center at 1-833-247-5346 or TTY: 1-833-204-9042 and a PPL team member will help you complete the process.

Option 2: Access PPL@Home by going to PPL's website at pplfirst.com/cdpap.

Option 3: Work with PPL or another approved CDPAP facilitator, including Independent Living Centers (ILCs), who can guide you through the process. A list of approved CDPAP facilitators can be found here: CDPAP Facilitators | PPL First.