CDPAS Specialist

JOB SUMMARY

The CDPAP Support Specialist assists consumers and their chosen Personal Assistants (PAs) in navigating the Consumer Directed Personal Assistance Program under the PPL fiscal intermediary model. This role is the primary point of contact for enrollment, initial and ongoing training, support, and problem resolution. The CDPAP Support Specialist applies Independent Living Philosophy in all interactions, centering consumer choice and employer authority, and works to ensure seamless, rights-respecting access to personal assistance services. Bilingual English/Spanish a plus!

JOB DUTIES

• Guide consumers and their designated representatives through CDPAP enrollment with PPL, including completion of required packets, documentation, and portal setup.
• Assist Personal Assistants (PAs) with completion of PPL hiring and onboarding documentation, including I-9 verification, direct deposit enrollment, required training, and access to PPL's employer portal and payroll systems.
• Serve as the primary point of contact for consumers and PAs with questions, concerns, or problems related to CDPAP services, including payroll discrepancies, timesheet issues, and system access barriers, providing telephonic, electronic, and in-office support to consumers and PAs.
• Review and process any assigned tickets daily, ensuring action is taken on each ticket within one day of receipt, and that all issues ticketed are thoroughly resolved.
• Proactively monitor active cases for service disruptions, missed timesheets, authorization gaps, or compliance issues, and take timely action to resolve problems before they affect service delivery. Report any compliance issues or concerns about fraud, waste or abuse to management per CDR policy.
• Follow up with Consumers and PAs per request by statewide fiscal intermediary, and report findings to management.
• Coordinate with PPL to resolve payroll errors, escalate systemic issues, and ensure accurate and timely payment to Personal Assistants.
• Assist consumers in replacing or adding Personal Assistants, including supporting recruitment, re-enrollment, onboarding, and orientation of new PAs to the Consumer's needs and preferences.
• Apply independent living philosophy in all Consumer interactions, centering Consumer choice, self-determination, and employer authority over their Personal Assistant(s).
• Assist Consumers in navigating disputes with PPL, MCOs, or LDSS, including assisting with complaints, grievances, or fair hearing requests as appropriate.
• Communicate with Consumers, PAs, and external partners in plain, accessible language; arrange for interpretation or translation services — including ASL interpretation — as needed by individual Consumers or PAs.
• Document all Consumer and PA contacts, case activities, issues, and resolutions accurately and contemporaneously in the organization's systems in compliance with CDR standards and applicable regulations.
• Connect consumers and PAs to additional organizational resources including peer support, benefits counseling, and other CDR or RCIL programs as relevant to individual needs.
• Participate in regular team meetings, supervision, case review, and required training; maintain current knowledge of CDPAP regulations, PPL policies, and applicable state guidance.
• Provide ongoing support and guidance to the consumer in managing Personal Assistants, including guidance in recruitment, interview techniques and development of general supervisory skills.
• Implement outreach programs to educate people about personal assistance services and the availability of support through CDR.
• Provide core independent living services, including information and referral, independent living skills training, and individual/systems advocacy consistent with CDR policies and management expectations.
• Other duties as assigned

SUPERVISION

This position does not have any regular responsibility for the work of others.

IV. TECHNOLOGY/ EQUIPMENT/ TOOLS

• Microsoft Office (Word, Excel, PowerPoint): Moderate
• Communication Software (Outlook, Zoom, Microsoft Teams): Moderate
• PPL Portal: Proficient
• ILS Service Documentation System: Proficient

V. WORK CONDITIONS (ENVIRONMENT AND SCHEDULE)

This in-office position operates in a professional office environment with moderate to light noise. Regular office-based schedule is Monday through Friday 9 AM until 5 PM. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

VI. PHYSICAL DEMANDS AND TRAVEL REQUIREMENTS

Prolonged periods of sitting at a desk and working on a computer. Local travel is required. Some out-of-town travel may be required to participate in work-related meetings, conferences or trainings.

VII. QUALIFICATIONS

1. Education and Experience:

• One (1) to three (3) years of experience working with the disability community, or equivalent combination of education, training, and experience.
• Associate’s degree in Human Services or relevant field preferred.

2. Skills and Competencies:

• Excellent customer service and interpersonal communication skills.
• Ability to express empathy and provide support.
• Effective documentation skills and attention to detail.
• Ability to multi-task and manage priorities.

VIII. NON-DISCRIMINATION

The Center for Disability Rights (CDR) strives to be a participant-controlled, cross-disability organization that is reflective of the communities it serves. CDR values diversity and does not discriminate on the basis of age, color, cultural or ethnic group membership, disability status, educational level, family status, sex or gender, gender-identity, sexual orientation, income, national origin, race, religion. People with disabilities are encouraged to apply. CDR makes reasonable accommodations for qualified individuals with disabilities.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Work Location: In person

Pay: $19.75 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Application Question(s):

• What is your understanding of the 'Independent Living Philosophy,' and how would you apply it when a consumer makes a decision about their personal assistant that you personally disagree with?
• Describe a time when you had to advocate for someone's rights or autonomy, even when it was difficult.
• What attracted you to working with consumers who self-direct their own care?
• This role involves guiding consumers through complex enrollment paperwork. Can you describe your experience with high-volume, accuracy-driven documentation (e.g., I-9 verification, payroll enrollment)?
• What is your experience with HRIS, payroll portals, or electronic timekeeping systems? How quickly do you learn new software?
• How would you explain the hiring and onboarding process to a Personal Assistant (PA) who is not tech-savvy?
• Describe a time when you had to resolve a high-stakes, time-sensitive issue (e.g., payroll not being received). What steps did you take?
• This role requires resolving assigned tickets within one day. How do you prioritize your workload to meet strict daily deadlines?
• A consumer is angry because their PA hasn't been paid due to a timesheet you handle this phone call?

Work Location: In person