Public Partnerships LLC (PPL) helps people with disabilities, chronic illnesses, or other long-term health conditions stay at home and “self-direct” their care. Known as consumer direction in New York, this long-term care model empowers people to take control of who provides their services and where. PPL was selected to be the Statewide Fiscal Intermediary for the New York Consumer Directed Personal Assistance Program (CDPAP) starting in 2025. We, along with a diverse alliance of service partners across the state, will be supporting the delivery of culturally sensitive and disability competent care to CDPAP participants. We are looking for people who share our passion for helping New Yorkers live happy, healthy, and independent lives to support CDPAP consumers and their personal assistants across a broad spectrum of services and functions.

Our culture attracts and rewards people who are compassionate, results-oriented, and driven to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, consumer-focused environment, and who want to make a difference in helping transform the lives of the people we serve.

Learn more about PPL and CDPAP at https://pplfirst.com/cdpap.

This role requires general availability Monday through Saturday between 8:00 AM and 8:00 PM. You will not work all of these hours—this is simply the overall window in which shifts may be assigned.

Training Period (First 4 Weeks):

On‑site, Monday–Friday
8:00 AM–5:00 PM (No time off permitted during training)

Post‑Training Schedule (First 6 Months):

• Tuesday–Saturday
• 8:00 AM–5:00 PM

After 6 Months:

Based on strong performance and reliability, employees become eligible for two updates:
• Participation in our shift‑bid process, where schedules may vary depending on business needs and performance.
• Hybrid work opportunity, allowing 2–3 remote days per week, subject to performance, business requirements, and manager approval.

Language Skills Desired:

We value a diverse, multilingual workforce and encourage candidates who speak any language to apply. This position offers a $1.50/hour bilingual premium.

Job Summary

The Customer Service Representative supports PPL’s mission by serving as a reliable and compassionate point of contact for individuals participating in New York’s Consumer Directed Personal Assistance Program (CDPAP). This role ensures that consumers and their personal assistants receive clear guidance, timely assistance, and accurate information to help them successfully self-direct their care. Through professional and friendly communication, the Customer Service Representative responds to inquiries, resolves support requests, and maintains thorough documentation to support program compliance. By developing strong knowledge of CDPAP rules and PPL systems, this position plays a key role in delivering high‑quality, culturally sensitive, and disability‑competent service. Focused on responsiveness, detail, and respect for consumer choice, the Customer Service Representative helps make PPL a trusted resource for New Yorkers seeking independence and control over their long-term care.

Duties & Responsibilities:

Customer Communication:

Responds to inbound/outbound call inquiries.
Initiates outbound calls to respond to inquiries and to follow-up with previous contacts.
Responds to all inquiries in a professional, friendly, and timely manner, public-service oriented and understands the needs and works effectively with persons with disabilities.

Administrative & Documentation:

Performs support ticket transaction resolution tasks and administrative functions.
Responsible for creating and maintaining excellent documentation of all calls, questions, complaints and mailed inquiries.
Responsible for maintaining adequate records/documentation for audit and internal control purposes.
Routes mail, email, and other administrative support duties as assigned

Program & Platform Knowledge:

Responsible for learning program rules of assigned projects to ensure ability to respond to customer service inquiries.
Responsible for developing excellent working knowledge of operating platforms required to fulfill job responsibilities.

Required Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Expected to have excellent verbal, written communication, and troubleshooting skills.
Demonstrated understanding and ability to work with persons with disabilities.
Ability to compose reports, business correspondence, and procedure manuals.
Excellent verbal and written communication skills.
Ability to troubleshoot.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Excellent attention to detail and ability to manage time effectively in a fast-paced environment.
Knowledge of Microsoft Windows, Excel and Word preferred.

Qualifications:

Education:

High school degree or equivalent required.

Experience:

6-month call center experience preferred; or 1-year customer service.

Working Conditions: Onsite in Latham Office

Compensation & Benefits:

401k Retirement Plan
Medical, Dental and Vision insurance on first day of employment
Generous Paid Time Off 
Employee Assistance Program and more!
Base pay may vary depending on skills, experience, job-related knowledge, and location.
Certain positions may also be eligible for a performance-based incentive as part of total compensation.

Compensation Range: $20.00 - $22.00/hour + up to a 10% bonus

Bilingual Premium: +$1.50/hour for employees fluent in any language.

The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities, or skills of personnel so classified

Public Partnerships is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PPL, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PPL will not tolerate discrimination or harassment based on any of these characteristics. 

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Customer Support Representative