PPL Ensures Comprehensive Language Access to Support Thousands of New Yorkers in CDPAP Transition (Covered in Politico Newsletter)

New Data Shows PPL and Vendors Assisted Thousands of Non-English-Speaking New Yorkers Amid Historic Program Transition

LATHAM, NEW YORK – Public Partnerships LLC (PPL), the statewide fiscal intermediary (FI) for New York’s Consumer Directed Personal Assistance Program (CDPAP), today announced new data on the scope of its comprehensive language access program, which has helped thousands of New Yorkers continue receiving care through one of the largest home care program transitions in U.S. history.

Since January 2025, PPL and their third-party language vendor have assisted New Yorkers more than 835,000 times with inbound calls. PPL has eight dedicated non-English customer service lines, which provide direct support in Arabic, Bengali, French, Haitian Creole, Italian, Mandarin, Spanish, and Urdu and their third-party language vendor supports over 100 languages. Spanish language access has been particularly vital, averaging 17.5% of total call volume since January and peaking at 32% in July. This is especially critical in a state where 12% of residents (2.5 million New Yorkers) are limited-English-proficient, which is disproportionately reflected among CDPAP consumers: of those who reported a preferred language, more than 1 in 4 identified a language other than English.

In anticipation of such a large transition and PPL’s commitment to offering one-on-one support to CDPAP participants, PPL invested significantly in cultural competency, language access, and proactive communications to ensure participants of all backgrounds could receive personalized support in the language of their choosing. The company hired dedicated staff for bilingual support, instituted extensive translation services, and secured partnerships with a broad network of facilitator partners who have deep connections across cultural/linguistic lines in New York. These uniform, comprehensive services go above and beyond what was available under the previous system of 600+ fiscal intermediaries, where access to language or cultural support varied widely. With PPL’s approach, participants now benefit from expanded and consistent access to culturally and linguistically appropriate support.

PPL’s extensive statewide facilitator network further bolsters cultural and linguistic competency, providing trusted, community-based support to consumers and caregivers across New York. No matter the language, CDPAP participants who call the customer service line connect with support in under three minutes, ensuring their questions are answered without delay.

“New York is one of the most diverse states in the nation, and ensuring that every consumer and personal assistant can navigate CDPAP in the language they are most comfortable with has been and remains a top priority,” said Patty Byrnes, Vice President of Government Relations at PPL. “We understand the importance, continue to evaluate the needs and have invested heavily in bilingual staff, translation partners, and a diverse facilitator network, we are making sure no one is left behind because of language barriers.”

“CDPAP is sometimes the only homecare option for the community I serve. Too often in the past, seniors and caregivers were caught in the middle when agencies blurred the line between being both a provider of traditional homecare services and a fiscal intermediary,” said Doris Karpeh-Diaz, Director of Centro de Amigos, a Spanish-language senior center in Rockland County. “With PPL’s approach, families know they can get clear, culturally appropriate support in their own language without that conflict. It puts the focus back where it belongs—on the needs of older adults and the people who care for them.”

“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.

The robust language access program is just one component of PPL’s investment in consumer and caregiver support. Alongside call center services, PPL has opened seven regional offices, partnered with more than 40 community-based facilitators, and provided access to tools available in multiple languages—including a highly rated mobile app and telephony system for timekeeping—to ensure every participant can direct their care with clarity and confidence.

With more than 240,000 personal assistants providing care to over 210,000 consumers statewide, PPL continues to deliver on its commitment to ensuring continuity of care, protecting workers with fair pay and benefits, and safeguarding taxpayer dollars through accountability and oversight.

###

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.