MyWhy: Alana B.
By PPL on August 19, 2026
Meet the PPL Behind the Mission
Our “MyWhy” series highlights stories from our PPL employees, sharing the personal motivations behind their commitment to helping others access in-home care through self-direction. Hear directly from the individuals who bring our mission to life, and be sure to check back regularly as new stories are released.
A Conversation with Alana B., Support Broker
You’ve said your passion for helping others is deeply personal. What experiences in your own life shaped the way you think about care and the support families need during difficult times?
Having boots on the ground experience as a caretaker is always the best way to understand exactly what this kind of work takes. For much of my life, I was naïve to how difficult someone’s care needs could be to provide. It’s laborious, emotional work that is not done easily. Seeing my mother frustrated with herself, with her body failing her, when she was undergoing cancer treatment, was not only hard for me to watch, but also hard for me to imagine.
When a family is focused on caring for someone they love, what does it mean to have someone else help carry the administration burden that comes with that care?
It means working overtime. This is where my respect for the field really comes out. Try bathing, cooking, and cleaning for someone. Then try listening to their complaints and gratitude every day. Then, after all that hard work, try sitting on the phone with their insurance or doctor’s office for an hour and a half. How much brain power would you really have left by then? It’s something I’ve always admired in my father—watching him pick up the phone and do the taxes and make sure he knew what he was doing each and every time.
Having seen firsthand how overwhelming navigating healthcare can be, what do you wish families had more of during those moments?
I wish families had more kind Samaritans. It is such a pleasure for me to walk into someone’s home, meet them for the first time, and give them the knowledge they need to be successful with their budget, timesheets, sick time, etcetera. The look of “ohhhh, I get it now!” will never leave me. To have knowledge is to have power, and that knowledge should be extended to all of the families caring for someone. My father has so much knowledge with the administrative side of caretaking, and it’s helped us be so successful in hard times.
How has your personal experience changed the way you approach the participants and families you work with at PPL today?
I’ll sum it up in two things. First, level with them. There’s no need to say it outright, but let them know you understand and you care. Second, teach them. Show them how to help themselves, even if you’re not there. Like I said, knowledge is power!
You get to see the people behind the processes and paperwork. Is there a moment or interaction with a participant that reminded you why the work you do matters?
Yes, definitely it matters! Just last month, I met with a woman who had been scammed by her landlord during COVID. She had signed a contract that required her to pay double rent if she missed one month. She was totally bankrupt because of this and was upset by any and all paperwork. Hearing this, I sat with her in the visit reading through and explaining all the paperwork together. She was so grateful to have been listened to and accommodated. It took only five extra minutes of my time, but saved her so much stress.
When you think about what PPL makes possible for participants and families—more choice, more control, and more time to focus on the person they love—what does that mean to you personally?
Personally, this means that families are able to do what they already would have done, with dignity and success. There will always be room for improvement, but being able to provide such a great service to the people who truly benefit from it is amazing. Though busy, it is fulfilling work that I am proud to say I do every day.
Continue reading: More MyWhy stories from PPL employees
