Support Specialist (Bilingual)

Order#: NY1721975

Support Specialist (Bilingual)

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.