NY CDPAP Consumer Advisory Council (CAC) Updates

The NY CDPAP Consumer Advisory Council (CAC) was created to give consumers a safe and friendly place to share their experiences with PPL. The Council helps us learn what is working well and what we can improve. Members come from many different parts of New York and include people of different ages, abilities, and backgrounds. The group meets four times a year.

If you want to join the Council, we would love to hear from you. You can fill out the PPL Consumer Advisory Council Application Form. If you need a paper copy, you can call 1‑833‑247‑5346 or email nycdpap@pplfirst.com.

The Council met for the third time on May 19, 2026. The session opened with a review of recent and in-progress enhancements in PPL@Home and Time4Care. The goal of these enhancements is to improve the user experience and give consumers more visibility into information they need as co-employers of their personal assistants (PAs).

Feedback was positive. In general, the group agreed that these recent improvements address challenges that members have previously shared. Members appreciated that messages they receive about their PAs now include each PA’s first name and last initial so that it’s clear which have an outstanding requirement. They also expressed satisfaction with the new service authorization tracking tile in PPL@Home, which clearly displays remaining hours for the week. There was a special “shout-out” to PPL’s Escalations Manager for the work they are doing to support consumers and PAs.

Members also gave feedback on their call center and telephony system experience. They specifically highlighted the need to further explore improvements to the callback process and increase single call resolution.  

PPL appreciates this critical feedback from the Council. Meeting notes and takeaways are shared with PPL’s executive leadership and internal project teams to pursue continuous program improvements.

The NY CDPAP Consumer Advisory Council (CAC) was created to give consumers a safe and friendly place to share their experiences with PPL. The Council helps us learn what is working well and what we can improve. Members come from many different parts of New York and include people of different ages, abilities, and backgrounds. The group meets four times a year.

If you want to join the Council, we would love to hear from you. You can fill out the PPL Consumer Advisory Council Application Form linked here. If you need a paper copy, you can call 1-833-247-5346 or email nycdpap@pplfirst.com.

Our most recent meeting was on Tuesday, February 3, 2026. Members shared helpful ideas about PPL’s tools and services. They said that Time4Care and PPL@Home are easy to use and keep getting better. These tools help consumers and those who support them see important information, make updates, and stay organized.

Members also had ideas to make the tools even more helpful. They asked for clearer information, easier navigation, a dashboard for personal assistant tasks, a weekly hour countdown, and more flexible reminders. These ideas show that it is important that PPL tools are simple and user‑friendly.

We also talked about communication. Members stated they like getting reminders and notifications in the Time4Care app. They also shared ways we can make messages clearer, especially around health assessments and support.

Members said it is important to get help from PPL staff who know the program well. They also shared that long wait times on the phone can be frustrating. Some members suggested creating an ID card for PAs to use during travel restrictions.

We are very thankful to all CAC members for their time, ideas, and support as we work together to make CDPAP better for everyone in New York.