Caregivers and Consumers Share Personal Stories on Successful CDPAP Program Transition
By PPL on August 18, 2025
Positive accounts come on the heels of PPL’s success with the largest self-directed care transition in U.S. history, with high satisfaction ratings from users
Watch videos on PPL customer service and on timekeeping and payment
LATHAM, New York, August 18, 2025 — Today, Public Partnerships LLC (PPL) released new videos highlighting voices of caregivers, consumers, and designated representatives sharing the positive impact the company has made as the sole fiscal intermediary for the Consumer Directed Personal Assistance Program (CDPAP). The testimonials celebrate PPL’s exceptional customer service and timekeeping and payment systems, such as its Time4Care app. This comes after PPL received high satisfaction ratings in a survey completed by over 52,000 consumers and caregivers, in which participants rated PPL’s timekeeping services and overall performance more than 4 out of 5 stars.
TESTIMONIAL HIGHLIGHTS
Personal Assistants (PAs), as well as consumers and their designated representatives, have come forward to share their experiences with PPL, highlighting the excellent customer service they have received during and after the transition, the ease logging and approving hours in PPL’s Time4Care™ mobile app, and the meaningful impact the transition has had on their caregiving experience.
“It’s been amazing since the beginning of when everybody got centralized on [PPL],” said Steve H., a PA who cares for his mother. “Everybody has been attentive, we’ve been able to get in touch with people. Every step of the way, everybody’s been unbelievably responsive. Now I can really concentrate on caregiving.”
“I feel so proud that PPL has a language assistant for us and for our parents who didn’t understand English properly,” said Hari K, a designated representative for her parents who has been with CDPAP for eight years. “I feel so proud that PPL keeps Nepali employees. It’s a blessing for my parents and all the Nepali people.
“This system I can actually call someone and talk to someone on the phone… I think PPL is a better system for me,” said Felicia W., a consumer living in Brooklyn. “I think this is much easier for the program, to have one stable program.”
“I like the app on my cell phone because it’s easy,” said PA Karin S. “You just punch in a few things and boom, the clock starts right away.”
“If PPL needs something, they will actually send you a text message,” said June O., a PA who cares for her mother. “A lot of people just don’t check their emails all the time, and I’m one of those people […] It was easier for me to get that [text] to see what they needed, and for me to upload and send it to them.”
“The Time4Care app is really easy to use, I don’t think anybody should have any issues using it. It’s really simple, like everything is laid out for you.” said Johnathan B., who is the designated representative for his mother. “It lets you see your payroll and all that […] so that way you don’t have to go through any complicated channels to get that figured out.”
Before the transition to PPL, there were more than 600 fiscal intermediaries involved in the administration of CDPAP, resulting in insufficient oversight, a lack of centralized controls for preventing program abuse, exorbitant spending, and inconsistent benefits for caregivers. Since the transition began earlier this year, PPL has processed more than $2.2 billion in payroll for over 236,000 PAs, who provide care, compassion and support to over 200,000 registered New York consumers. As a result of the transition, taxpayers are expected to save hundreds of millions of dollars in lower administrative fees, ensuring the long-term sustainability of the program.
“These stories show the positive outcomes of the transition to PPL as the statewide fiscal intermediary for New York’s CDPAP program,” said Patty Byrnes, Vice President of Government Relations at PPL. “Behind every story is a family who depends on this program, and our job is to make sure they can count on it. PPL is delivering a CDPAP that is reliable, responsive, and human-centered — bringing the focus back to those whose needs were too often overlooked in a system that prioritized profits over people.”
With greater visibility across the program as the single fiscal intermediary, PPL is able to leverage this broader perspective to explore and pursue ongoing enhancements that benefit consumers and caregivers.
In addition to providing better timekeeping services and improving care for consumers, PPL is committed to offering a high-quality benefits package for PAs working in CDPAP. Full-time PAs now have access to benefits like health insurance, holiday pay, and 401ks, which was not guaranteed under the old system. PPL continues to evaluate overall benefit package offerings with our brokers to determine whether and when we can provide enhancements to the current package. Moving forward, PPL is keeping a watchful eye on broader events affecting the health insurance marketplace and striving to include additional assistance to any PA who may be affected by the potential loss of ACA subsidies.
About PPL
PPL supports consumers and caregivers across 50 self-direction programs in 20 states. The company has served its communities for 25 years and is wholly focused on consumer direction programs that help people have more control over their care and enable them to remain in their homes and communities. PPL has more than 2,000 team members that are dedicated to serving Medicaid and social services programs. The company’s headquarters are in Latham, New York with offices throughout the United States. To learn more about PPL, please visit pplfirst.com.