Calling the transition a nightmare has been a common response from countless people dealing with changes by the state to CDPAP.
Lisa Fairchild and her daughter, Jennifer, at their home in Marion Friday, April 25, 2025. The pair is having issues with the new rollout of the Consumer Directed Personal Assistance Program across New York state.
It’s a vital resource for people in need of help and care daily, but some home health care assistants are experiencing issues.Calling the transition a nightmare has been a common response from countless people dealing with changes by the state to CDPAP. Gov. Kathy Hochul claims the transition from 600 financial intermediaries to just one for the entire state, following models seen in other states. “I don't think they prepared for this," Lisa said. "I don't think they prepared for the amount of people that were going to have to be transferred over.”“Having aide services is vital in our case, Jennifer's 24/7 case," Lisa explained. "She needs total care, as I said, cognitively, she's age appropriate, but she needs she's on a feeding tube. She has meds during the day. She needs a 60 CC flush of water every hour. It would be impossible for me to hold down another job if I didn't have aid service there.”Public Partnerships LLC , the Fairchild’s have seen issues ranging from short paychecks, logging hours and how paychecks are received. They call it a headache, especially when it comes to bills and care. “A mortgage due, bills that I have to pay," Lisa said. "I'm a single mom. It's been tough. I mean, I do have another job, but still, to support this house and everything by myself, I need both paychecks coming in. It's been rough, and even all the hours that I have spent and the stress, you know, I'm trying to take care of Jen.”“Same as my mom, like she said, we were living on our own, and I have to help pick up the slack," Jennifer said. "I had to help pay for things like dog food. This has been very stressful on both of us.” During an unrelated press conference earlier this week, Hochul said 200,000 people have transitions to PPL so far, and she acknowledged ongoing issues, saying,“We’re cognitive, which is why we added an extra time for people to transition to it," Hochul continued. "But those individual cases, we’re tracking them all down.” The new payroll company, PPL, noted issues are likely due to user issues and released a statement, saying “We have been processing payroll daily since the first payroll date on April 10 to ensure all PAs who have recently completed their registration or submitted timecards are paid promptly.”“It wasn't thought out. I mean, it was utter chaos," Lisa said. "It wasn't thought out, and it was just a nightmare for everybody."We have been processing payroll daily since the first payroll date on April 10 to ensure all PAs who have recently completed their registration or submitted timecards are paid promptly. If a PA submitted their time to PPL by the payroll deadline but did not receive payment, or if the payment amount was different than submitted, the following are common reasons this may have occurred: The timesheet did not comply with the service authorization or a program rule, or it was missing pertinent information. Examples of these include time entries that are over the allowed amount on the service authorization, a duplicate entry, or for paper timesheets, the PA or consumer information was not included. Once these time entries are resolved, payments are processed. Time was submitted for service dates before April 1 and PPL was not the consumer’s fiscal intermediary until April 1. In this case, the former FI should pay for the time worked prior to April 1. The PA submitted time but has not completed registration with PPL, including providing required I-9 documentation. Once PPL receives the compliant documents, the company will release payment. We also have seen some claims saying PAs received a $0 paycheck. A PA would receive a $0 paycheck if they requested extra withholding on their W4 and their gross pay was equal to or less than the extra holding requested plus their other deductions for federal and state taxes. For example, many PAs were automatically issued paychecks for training time. These may have been small amounts because the EVV training takes about 10 minutes to complete. If the PA had a training time payment and had requested extra withholding on their W4, it could result in a zero net paycheck. Any individuals who received zero net paychecks were verified as accurate and reflected their request for additional withholding. We are committed to continuity of care and the sustainability of this program. For 25 years, our mission has been to expand access to self-directed care and make these programs work better for everyone. By ensuring that all timesheets and payments are completed in accordance with CDPAP consumer service authorizations and program rules, as per State and Federal Medicaid guidelines, resources can be directed to providing these critical services while reducing fraud and waste. PPL continues to make resources and staff available to help address any questions consumers or personal assistants may have about this process. We have 2,000 people supporting the customer service center, which is open six days per week; offer daily webinars on how to submit time and other useful information; offer daily appointments in our offices; and have 45 facilitators partners located throughout the state that are available to assist.
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