New Updates, Your Feedback in Action, and Important CDPAP Reminders
Welcome to the first issue of PPL CDPAP Pulse — your source for program updates, helpful reminders, and stories from the community. Here are some reminders and updates to help you on your self-direction journey.
Reminder: Personal Assistant Health Assessments
Health assessments are required to become and stay eligible to work as a personal assistant (PA). Consumers and PAs can check health assessment status anytime in the Summary tab of PPL@Home. PAs: if your annual assessment deadline is coming up, plan ahead to avoid any delays or interruption. PPL’s approved health assessment partners are Mobile Health and The IMA Group. Learn more about the health assessment requirement, how it works, and our approved partners.
In response to consumer feedback, the Summary tab of PPL@Home now gives consumers a quicker, clearer view of PA health assessment, training, and I-9 status, plus any timesheets requiring consumer approval. Consumer email and text communications will now also include the names of the PAs being referenced so that it's clearer to consumers which PAs have outstanding actions.
Current & Upcoming Service Authorizations
Consumers can now also see current and upcoming service authorizations — including remaining hours — right from the PPL@Home Summary tab. Consumer service authorizations show the number of care hours approved for CDPAP, so it's important to monitor expiration dates and remaining time.
Important Reminder About EVV Requirements
Electronic visit verification (EVV) technology is an important part of CDPAP because it helps make sure services are delivered when and where they are supposed to be. Unless there is a special situation, PAs and consumers must use an EVV-compliant method to report and approve PA hours.
PPL provides two EVV-compliant options for PAs and consumers: our Time4Care® mobile app and our dial-in phone system (also called “telephony”).
The phone number to enter or approve time through telephony is 1-833-278-3959.
Note that consumers may use a third method, PPL@Home, to approve PA hours, but PPL@Home is not an EVV-compliant way for PAs to enter their time.
EVV-Compliant Timekeeping
Did You Know?
Editing time after a shift has been completed is not EVV-compliant even if Time4Care or telephony were used to make the adjustment. An EVV-compliant method must be used to clock in and clock out and must be done in real time.
Feedback from nearly 95,000 members of the CDPAP community who responded to our January survey provided a clear picture of what’s working well and where enhancements can be made to continue improving consumer and PA experiences:
Respondents reported overall satisfaction of 4.31 out of 5
Satisfaction with PPL’s timekeeping systems was rated 4.39 out of 5
Many highlighted clearer tools for tracking hours and authorizations as well as PA benefits as improvements over experiences prior to CDPAP’s transition to PPL
Most say PPL answers questions effectively, with opportunities to improve wait times and consistency of information
Recent updates based on your feedback include simpler training requirements, clearer service authorization views in PPL@Home, dedicated support teams for complex issues, and enhanced health benefits.
CDPAP Voices
Hear from CDPAP consumers, PAs, and designated representatives on how the program is supporting individuals and families across New York.
