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CDPAP Facilitator Change Policy
If you are unhappy with your current CDPAP Facilitator, you can ask the CDPAP Liaison to review your case for a faster transition.
Our aim is to ensure you have a facilitator who matches your cultural, language, location, and personal preferences—so you get the right support to handle your CDPAP responsibilities.
You have the option to change your facilitator at any time, and you have the right to choose RCIL if that better suits your needs.
PPL supports and encourages the consumer’s choice of a CDPAP Facilitator—including the option to choose RCIL. You, or your Designated Representative (DR), can select a facilitator during your welcome call with PPL or at any point in time. The new facilitator will begin on the 1st of the following month.
If you are dissatisfied with your current CDPAP Facilitator, you can request a review by the CDPAP Liaison for an expedited transition.
Our goal is to make sure you are supported by a facilitator that fits your cultural, linguistic, geographic, and personal preferences—so you receive the right help to manage your responsibilities in CDPAP.
You can change your facilitator—and you have the right to choose RCIL if that better meets your needs.
To change your CDPAP Facilitator, submit a request by the 25th of the month for the upcoming month. You can email, fax, mail, or call PPL’s Customer Service team.
CDPAP Facilitator Selection Calendar
|
Request Submitted By |
New Facilitator Start Date |
|
November 28 – December 25 |
January 1 |
|
December 26 – January 25 |
February 1 |
|
January 26 – February 25 |
March 1 |
|
February 26 – March 25 |
April 1 |
|
March 26 – April 25 |
May 1 |
|
April 26 – May 25 |
June 1 |
|
May 26 – June 25 |
July 1 |
|
June 26 – July 25 |
August 1 |
|
July 26 – August 25 |
September 1 |
|
August 26 – September 25 |
October 1 |
|
September 26 – October 25 |
November 1 |
|
October 26 – November 25 |
December 1 |
A. CDPAP Facilitator Change Request Procedure
1. Request by Phone
Call PPL Customer Service at 1-833-247-5346 or visit:
https://pplfirst.com/programs/new-york/ny-consumer-directed-personal-assistance-program-cdpap
PPL staff will:
- Verify your identity
- Document the request in their system with:Title: NY CDPAP Facilitator Change – Mid-Month
- Category: NY CDPAP Inquiry
- Subcategory: Program Specific
- Description: Reason and details
- Close the case after documentation
They will also:
- Enter an End Date for your current facilitator
- Enter the Start Date for your new facilitator (e.g., RCIL)
- Ensure no overlapping facilitators
2. Request by Email
Email nycdpap@pplfirst.com with:
Subject: CDPAP FACILITATOR CHANGE REQUEST
Include:
- Your First and Last Name
- Your PPL ID or CIN
- Current Facilitator
- Reason for requesting the change
- Name of your new facilitator (you can write RCIL here)
PPL will handle the request based on when they receive the email, making sure dates align with the calendar above.
3. Request via Walk-In (If You Can’t Call or Email)
If you can't call or email, your new facilitator (like RCIL) can send the request for you.
They should email CDPAPFacilitator@pplfirst.com with:
- Subject: CDPAP FACILITATOR CHANGE REQUEST
- Your First and Last Name
- Your PPL ID or CIN
- Your or your DR’s email (copied)
- Current Facilitator
- Requested new facilitator (e.g., RCIL) and effective date
- Reason if the date is not the 1st of the month
- Statement confirming you were onsite and requested the change
Example:
"Consumer was onsite on [date/time] and requested to change facilitators to RCIL. The consumer or DR also tried calling PPL but couldn't reach a representative."
PPL will process the change if all the information is complete. If anything is missing, they will notify the facilitator and let them know what needs to be added.
We (RCIL), are facilitators that help manage the service and assist with the communications with PPL
