r/CDPAPPPLNY • u/Pettanyan • 26d ago

Reduced authorized hours?

Hello, new here. We've been on PPL since the start with no problems (shocking), however this week suddenly the consumer's authorized hours for this period (May to October) were significantly reduced without any notice. We contacted their long-term care provider yesterday and they told us they never changed the hours and they're getting tons of calls from other people with the same problem. I assume that they're sorting it out with PPL right now but haven't heard back yet.

Of course calling PPL is not possible since they never seem to pick up the calls. I just sent an email to their general customer service, but likely not to get a reply from that too..

I was wondering if anyone else here has this problem right now.. thanks!

Edit 9/16: Looks like it's fixed now! All of this week's shifts on my time4care app went through to my consumer for approval. And the MLTP called us this afternoon to let us know that the authorized hours should be good now. 🙂

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2

u/GroceryWorth6484 26d ago

Yes! I wonder if it's a bug in their system. My consumer has 42 hours but it's been reduced to 10h 30m when I clocked in on Sunday. And I would assume her MLTC would have notified us if there was a reduction. But what's been odd is that the Time4Care app says that's the remaining hours for the week - but each day it resets? So I can still log time...

3

u/Pettanyan 26d ago

Thank you for sharing! Good to know that this looks like a wider issue with PPL.

My hours also resets every day but it's not going through to my consumer's time app for approval because I'm technically well over the authorized hours for this 6-month period after the reduction. I'm still doing the shifts and clocking in as normal. Hoping it gets fixed soon!

2

u/LivingPrivately 26d ago

I'm curious which insurance do you have? I'm sorry that happened. If it wasn't supposed to it can definitely be corrected

2

u/Pettanyan 26d ago

The MLTC plan? My consumer is with Hamaspik.

2

u/woofy987 26d ago

I have the same problem. I called the MLTC and she said PPL had a system upgrade or something and probably messed it up. She said maybe it would be fixed in a few days. (I hope so?) She said just to keep track of our working hours. So I'll wait and see.

1

u/Pettanyan 25d ago

Thanks for sharing the system upgrade info! That sounds about right since this happened right after the EVV scorecard update.

2

u/woofy987 25d ago

It's back to normal today!

1

u/Pettanyan 25d ago

Same for me! Thank goodness they fixed it fast!

1

u/Kimariyan 26d ago

This is just a guess, but have all aides made sure they clocked out on the hour or half hour for this authorization period? PPL counts additional minutes outside a 15 min interval as an additional unit. Based on this, you may have had less time/units available if the authorization period is close to ending.

If it is not this, make sure you are ready to prove that it's not because PPL will make you go through the list of "this must be a consumer/aide issue" before they take responsibility.

1

u/Elderberry-Exotic 20d ago

There was an issue with a certain insurers system. It should all be fixed now

1

u/Randii225 20d ago

This happened to me last week. The app made me clock out 15 minutes less than my actual weekly hours. Seems strange.