In short: the main PPL customer service number for New York CDPAP is 1-833-247-5346, Monday to Saturday, 8 a.m. to 8 p.m. ET. The email is nycdpap@pplfirst.com. PPL (Public Partnerships LLC) is the statewide fiscal intermediary, so every CDPAP consumer and personal assistant in New York works with it. PPL's offices are open by appointment. Book online instead of walking in.
Last checked September 27, 2026, against PPL's New York CDPAP pages and the Department of Health's consumer resource guide. This site is not PPL and is not a government agency.
PPL phone numbers
| What | Number | Hours (ET) |
|---|---|---|
| Customer service (English) | 1-833-247-5346 | Mon–Sat 8 a.m.–8 p.m. |
| Spanish | 1-833-281-0927 | Mon–Sat 8 a.m.–8 p.m. |
| TTY | 1-833-204-9042 | Mon–Sat 8 a.m.–8 p.m. |
| Arabic | 1-833-278-4829 | Mon–Fri 8 a.m.–6 p.m. |
| Bangla | 1-833-278-5781 | Mon–Fri 8 a.m.–6 p.m. |
| French | 1-833-279-3511 | Mon–Fri 8 a.m.–6 p.m. |
| Haitian Creole | 1-833-279-3513 | Mon–Fri 8 a.m.–6 p.m. |
| Italian | 1-833-279-3514 | Mon–Fri 8 a.m.–6 p.m. |
| Mandarin | 1-833-279-3467 | Mon–Fri 8 a.m.–6 p.m. |
| Urdu | 1-833-281-3277 | Mon–Fri 8 a.m.–6 p.m. |
| Phone system to enter or approve time (telephony) | 1-833-278-3959 | Automated |
PPL says the language lines are closed on state and federal holidays. For any other language, call the main number. PPL says interpreters are available in over 300 languages.
Is this call really from PPL?
PPL's own FAQ lists where its calls, texts, and emails come from:
- Calls: 1-833-247-5346. Registration-related calls may come from 1-833-204-9039.
- Texts: 1-866-709-2810.
- Emails: nycdpap@pplfirst.com, DoNotReply@pplathome.com, or noreply.pplfirst@singo1.com.
If a message comes from anywhere else, PPL says do not click the link. Call 1-833-247-5346 yourself. The Department of Health has told consumers that registering with PPL is free and that PPL will not ask for bank or credit card information over the phone.
Fax, email, and mailing address
| To send | How |
|---|---|
| Paper timesheets | Fax 1-844-244-4384, email NYCDPAP_TS@pplfirst.com, or mail to P.O. Box 310, Binghamton, NY 13902 |
| Paper Timesheet Exception Form | Fax 1-844-244-4384, mail to P.O. Box 310, Binghamton, NY 13902, or email nycdpap@pplfirst.com |
| Facilitator Selection Form | Fax 1-833-951-0828, mail to P.O. Box 310, Binghamton, NY 13902, or email nycdpap@pplfirst.com |
| General questions | nycdpap@pplfirst.com |
Mail can be slow. If something is time-sensitive, like a timesheet, fax or email it and keep the confirmation.
PPL office locations (by appointment)
The Department of Health's guide lists PPL offices in Latham, Rochester, the Bronx, Manhattan (New York), Brooklyn, Forest Hills (Queens), and Hicksville. PPL does not publish street addresses on these pages. You get the location details when you book.
- Go to PPL's appointments page, pplfirst.com/cdpap-events.
- Pick the office closest to you and choose a time.
- Bring photo ID and the papers you are working on. Personal assistants registering in person should bring I-9 documents (proof of identity and work authorization).
- Can't travel? PPL also runs virtual registration sessions. A facilitator can set up an in-home appointment.
CDPAP facilitators
Facilitators are community groups PPL has approved to help consumers and personal assistants register, record time, and fix problems. PPL says only the organizations on its list are authorized. The list, with each facilitator's phone number, languages, and counties, is at pplfirst.com/cdpap-facilitators. Using a facilitator is optional. To pick one, call PPL or send the Facilitator Selection Form (fax 1-833-951-0828).
What PPL cannot do
- PPL does not decide whether you qualify or how many hours you get. Your Medicaid plan or local social services office does that, and sends the authorization to PPL.
- PPL does not hire or schedule your aides for you. In CDPAP that is the consumer's job (or the designated representative's).
- Hours cut or denied? That is an appeal with your plan or a fair hearing, not a PPL issue. See our home care hours appeals guide.
If PPL does not fix the problem
- Write down the date, time, and the name or reference number from each call.
- Call your Medicaid plan care manager, or your local social services office if you are not in a plan.
- Contact the Department of Health. Its CDPAP page lists statewideFI@health.ny.gov, 1-866-712-7197 if you are in a managed care plan, and 518-474-5888 if the local social services office serves you. The Department's consumer guide also lists a CDPAP Support Center at 1-833-947-8666, Monday to Friday 8:30 a.m. to 4:30 p.m.
- ICAN, the free ombudsman for people in Medicaid long-term care plans, is at 1-844-614-8800.
Frequently asked questions
What is the PPL phone number for CDPAP in New York?
Is 1-833-204-9039 really PPL?
What is PPL's mailing address in New York?
Where are PPL's offices in NYC?
How do I find a list of CDPAP facilitators?
Free public numbers used in this post
- NY ConnectsLong-term services and supports. Relay 7-1-11-800-342-9871
- HIICAP (free Medicare and Medicaid counseling)Mon–Fri, 8:30 a.m.–5:00 p.m.; say your county1-800-701-0501
- ICAN, Independent Consumer Advocacy NetworkTTY 711; free help with appeals and fair hearings1-844-614-8800
- New York Medicaid ChoicePlan enrollment, not appeals. TTY 1-888-329-15411-800-505-5678
- NYC HRA Medicaid Helpline1-888-692-6116
- NYC DSS OneNumberHRA Home Care Services Program718-557-1399
- PPL, statewide CDPAP fiscal intermediaryTTY 1-833-204-9042; Mon–Sat, 8:00 a.m.–8:00 p.m.; does not decide hours or appeals1-833-247-5346
- MedicareTTY 1-877-486-20481-800-MEDICARE (1-800-633-4227)
- OTDA fair hearing requests: otda.ny.gov/hearings
These free public lines can also help. They do not sell anything.
Next step
Want help with this? Get free one-on-one guidance.
If you are stuck between PPL, your plan, and the local office, our short caregiver checklist lets you ask for free one-on-one guidance. It is optional and does not replace PPL or your plan.
You can also call NY Connects free at 1-800-342-9871 or HIICAP at 1-800-701-0501. Free, any age, on Medicaid or not. They do not sell services.
Sources
Official pages checked September 23, 2026. Your own notice and current official guidance control if anything here differs.
- PPL, New York CDPAP program page (contact block, hours, registration steps): https://pplfirst.com/programs/new-york/ny-consumer-directed-personal-assistance-program-cdpap/
- PPL, New York CDPAP FAQ (call, text, and email senders): https://pplfirst.com/new-york-cdpap-frequently-asked-questions/
- PPL, CDPAP facilitator partners: https://pplfirst.com/cdpap-facilitators/
- PPL, CDPAP appointments: https://pplfirst.com/cdpap-events/
- NYS DOH, CDPAP consumer resources guide (offices, fax, P.O. Box, DOH support center): https://www.health.ny.gov/health_care/medicaid/program/longterm/cdpap/docs/consumer_resources.pdf
- NYS DOH, How to register with PPL: https://www.health.ny.gov/health_care/medicaid/program/longterm/cdpap/docs/how_to_register_ppl.pdf
- NYS DOH, Consumer Directed Personal Assistance Program: https://www.health.ny.gov/health_care/medicaid/program/longterm/cdpap/
Next step
Want help sorting out the next step?
If a relative is preparing to become a CDPAP personal assistant, or your family is choosing between CDPAP and agency care, leave your name and email and we will send the free caregiver checklist with a plain-language summary of which rules apply. It is held by this site only and never passed to any agency, intermediary, trust, or attorney. The free public numbers above are always an option too.
You can also call NY Connects free at 1-800-342-9871 or HIICAP at 1-800-701-0501. Free, any age, on Medicaid or not. They do not sell services.