MyWhy: Antonia C.

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.

Before joining PPL, I helped care for my grandmother before she passed away, and was also a direct support professional. Those experiences gave me a personal understanding of what participants and personal assistants are going through. I know how overwhelming transitions can be and how much it matters to have someone who listens, understands, and can point you in the right direction. I love that I can use both my personal experience and the training I’ve received at PPL to help others in difficult situations.  

I have been in customer service for over 20 years, and I’ve never felt this productive and fulfilled. Every day, I speak to people who often just need someone with patience and understanding. One of the biggest lessons I’ve learned at PPL is that patience makes all the difference for our clients and for us. Being able to support people during times of change and help ease their concerns has made this work so meaningful to me. 

I first learned about PPL through an Indeed posting with a temporary agency. I started in December 2024 and became a permanent employee in June 2025. I am honored and glad I was able to get the opportunity to prove myself and continue growing with the company. 

One moment that stands out to me was helping a PA complete important paperwork. She was very busy, but we worked through the forms together and got everything submitted. She explained that the consumer lived in a rural area and had no one else available to help. After going through all the forms, she thanked me for my patience and support because she finally felt relieved and able to help the consumer. 

I want the PAs and caregivers to know that my team works hard to make sure their paperwork and payments are being processed accurately. My team, as well as other departments, make it our duty to ensure things are easier for everyone. Our outreach efforts have made a successful and big impact. 

The values I bring to work every day are patience, understanding, and accuracy. I make sure patience is given to everyone I interact with.  And it’s just as important to make sure you have an understanding of whatever their circumstances are. I also make sure that whatever I do, it is accurate. Accuracy plays a big role as that eliminates mistakes or setbacks, and ensures things are handled correctly the first time.  

Continue reading: More MyWhy stories from PPL employees