ABC News 10: CDPAP advocates say PPL payment issues continue
Watch the full piece on ABC News 10
Posted: Dec 10, 2025 / 06:08 PM EST
Updated: Dec 10, 2025 / 06:10 PM EST
ALBANY, N.Y. (NEWS10) – New Yorkers with disabilities who rely on the state’s at-home care program, the Consumer Directed Personal Assistance Program, continue to rally at the capitol alleging ongoing issues with the new payroll processor, PPL.
John Vandenburgh is a veteran who used to build Blackhawk helicopters. But after a stroke, 10 years ago, Nancy Heffelfinger cares for him now.
She said she took a $1.50 an hour pay cut, and the healthcare costs skyrocketed, when CDPAP transitioned to one singular payroll processor, PPL.
She had questions about payroll from Thanksgiving week and said she felt retaliated against when PPL told her she couldn’t work overtime.
“I’m in financial distress. That put me even more in financial distress this weekend,” said Heffelfinger.
And she’s not the only one. CDPAP participants and personal care assistants advocated at the capitol, again, on Wednesday and said roughly 80 percent are unhappy with PPL’s transition.
A personal assistant at the War Room rally, who cares for her daughter, said she experienced what Heffelfinger experienced, “My daughter and I are still getting weekly harassing calls, emails and texts regarding the use of overtime.”
Heffelfinger said she called the Department of Health on Monday and was reassured that PPL has no control over overtime. She said the DOH instructed her to continue working her hours. She said after that phone call, a PPL representative called her back to apologize.
A PPL spokesperson told me: “PPL does not deny overtime pay. In certain cases, health plans may collaborate with consumers to identify additional personal assistants when a PA is working excessively long or unsafe consecutive hours. These efforts are put in place to safeguard both the caregiver and the individual receiving care. PPL remains committed to ensuring that personal assistants are paid accurately and fairly for all hours worked, including overtime. Caregivers experiencing issues are encouraged to reach out to PPL directly so we can work together to find the best possible solution.”
Another point of concern was the bidding process. Empire Center, a bipartisan think-tank, confirmed state officials were in early communication with PPL and that raised more questions about fairness.
The governor’s office issued a statement that read: “This obviously had nothing to do with the procurement process that was implemented by the Department of Health after being passed by the State Legislature. The bottom line is that New York State rescued CDPAP from a fiscal crisis, protected home care for the people who need it, and saved over $1 billion this year for taxpayers. Anyone trying to undermine our reforms should just admit they want to send CDPAP back to a system where of hundreds of middlemen – including one who recently pled guilty to a $68 million fraud scheme – lined their pockets with millions of dollars and put home care at risk for the New Yorkers it was meant to serve.”
Advocates at the capitol feeling left behind and unaccounted for. They were joined by Lieutenant Governor Antonio Delgado, who said he was not a part of the transition discussions that took place.
“This is a real, real problem with people’s perception, rightfully so, of government and how government works when there’s a lack of transparency,” said Delgado.
A PPL spokesperson addressed the bidding concerns in a statement that read in part: “PPL was selected to become the sole fiscal intermediary for New York’s CDPAP after a competitive, transparent procurement process thanks to our unmatched national experience and proven ability to deliver home health care solutions.”
“They need to do an audit, take away the fraud,” said Heffelfinger, who has filed for chapter 13 bankruptcy and is losing two homes, including the one she invited us into on Wednesday.
“My father built the home. I grew up here. Yup,” said Heffelfinger as she got teary eyed. I asked her, “how does that feel?”
“Awful. Awful. I don’t want to leave. Where am I going to go? John…John’s coming with me,” said Heffelfinger.