New York State Department of Health Provides Update on Latest CDPAP Transition Progress, Including New Video Testimonials

Approximately 75,000 Consumers and Approximately 75,000 Workers Have Either Started or Completed the Registration Process

State is Working Diligently to Ensure That All Current CDPAP Users Who Would Like to Continue Using CDPAP Register with PPL Before the April 1 Deadline

New Video Testimonial Demonstrates Positive Transition Experience

ALBANY, N.Y. (February 24, 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, approximately 75,000 consumers and approximately 75,000 personal assistants have either started or completed the registration process with Public Partnerships LLC (PPL).

"The CDPAP transition is well underway and through our partnership with PPL and its dedicated facilitators, registration continues to ramp up, ensuring a smooth and secure transition for current CDPAP users by April 1, as home care users will continue to receive the same benefits and services they rely on," State Health Commissioner Dr. James McDonald said.

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, "We are pleased to see a substantial increase in consumers and PAs engaging with PPL and our facilitator partners. As the word is spreading about the CDPAP transition, stakeholders are taking action in much higher numbers."

New video from CDPAP caregivers Claudia and Arturo highlights their experience completing the registration process.

CDPAP personal assistant Arturo S. said, "Thank you very much to the company for their kindness and their assistance," after he attended a PPL in-person event and was able to complete his registration in Spanish.

In addition to the approximately 75,000 consumers who have either completed or started the registration process, PPL's support center has fielded nearly 250,000 inbound calls to assist consumers with questions and PPL has also conducted more than 60,000 outgoing calls through its direct outreach efforts. The Department expects registration will continue to accelerate significantly in the days and weeks to come.

CDPAP personal assistant Karin S. said, "The customer service representative I talked to was awesome. He was my savior throughout the process ... polite, friendly, helpful and responsible."

PPL currently has 35 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.

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.

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.