Member & Families

COVID-19 Resources

The COVID-19 public health crisis is rapidly changing.  This information represents the most up to date information we had at the time of publishing.  We will update as new information becomes available.

Care Coordination Organizations/Health Homes (CCOs/HHs) are committed to the delivery of high-quality comprehensive care coordination. During this time of the COVID-19 public health emergency, we are working in collaboration with OPWDD providers, medical providers, mental health providers and community resources, to ensure all members receive needed supports, services and resources necessary to maintain health and well-being. Care managers are the first frontline contact. They have iPhones and are reachable and highly responsive. CMs will also reach out to supervisors and healthcare management team for assistance.

Risk level assessment and the support/service needed will be an essential component of comprehensive care coordination during this time. Your Care Manager will initiate contact with you and family members, including those in Basic level service, for the purposes of screening for risk factors and coordinating supports and services. We have created protocols and tools for our Care Managers to follow during this rapidly changing COVID-19 health crisis to ensure you are receiving the care and support you need.  We are also identifying those in the community who are the most vulnerable because they live alone and do not have natural supports, their care givers are elderly, they are homeless, there is a temporary disruption in supports, such as home aides, medical needs, such as oxygen, food deliveries, etc. 

Care Design NY has developed a strong framework for escalating our involvement to support individuals and families during this COVID-19 pandemic and public health crisis.

Providers, please click here.

Please see the Frequently Asked Questions (FAQs) below and if you have a question that you do not see on this list, please let us know.

Member & Family COVID-19 Update

We are committed to hosting frequent updates with members and their families via online meetings. Please consult this webpage for scheduled meetings and/or sign-up for email updates.

Online meeting: an opportunity for members and families to receive updates and ask questions.

Sign-up for COVID-19 Updates

Frequently Asked Questions (FAQs)

Here are answers to questions we have received. Please email This email address is being protected from spambots. You need JavaScript enabled to view it. with your question(s) and we will continue to update this FAQ list.

Question: What is Care Design NY doing in regard to providing assurances to vulnerable participants and families in the community who may be impacted by the  COVID-19 challenges. The word is out that Care Design NY has told CMs that there will be no face-to-face interactions or travel. Hysteria is beginning from those who feel isolated and vulnerable. 

A: Care Design NY is committed to staying in close communication with families and people we support through this public health emergency. We are committed to thorough and ongoing contact with all Care Design NY members (including Basic). Care Managers are following a carefully created assessment protocol and script to ensure Care Mangers screen for risk factors and also to coordinate supports and services. If there are issues identified, these will be elevated immediately to supervisors and leadership to respond quickly.

Question: Where and to whom will individuals and family support turn to if they need help? For example, if their critical support staff doesn't show up, they need supplies or food or require transport to doctors, etc.?

A: The person should call their Care Manager or the Supervisor and it will be addressed. We created a task force with our Provider Relations Dept. to work on this exact issue and will be pushing out resources to families to ensure they are safe and have access to needed supplies etc. We are reviewing the ever -changing situation daily.

Question: Do care managers have a list of their participants who are particularly health compromised and vulnerable? What is being done to reach out to individuals regarding assurances that they will still be supported (especially people who have signed onto the "health home" service)?

A: We have data from DDP-2s and information from Medisked that gives us an initial area of focus for calls to families and information for Leadership to be continuously apprised. Care Managers have also been instructed to contact individuals in their care so this information can be reviewed and updated.

Question: Could there be arrangements for Care Managers to speak or FaceTime more frequently with individuals?

A: We are following the New York State Department of Health Guidance temporarily waiving face-to-face meetings for care coordination/health homes. We can use secure video technology for the meeting, so that we can visually see each other while still maintaining social distancing. If you have access to an I-phone or an Android phone we can see each other visually using an app called Microsoft TEAMs or through FaceTime on an I-phone or I-pad. However, we can also conduct the meeting by conference call if you prefer or the video options are not possible.

Question: What does an individual do if there Direct Support Professional who can’t work and care for them?

A: We are working with OPWDD, other government agencies, provider agencies and others on these emergency situations. As stated above, we will identify those most at risk of this situation and will coordinate our interventions to ensure individuals are safe and have the proper care.

Question: Are any of the Day Supports closing? How will we be notified of all these changes? 

A: Here is the message from OPWDD regarding day program closures:


 Will Life Plans and I AM Assessments be conducted?

A: We have received guidance from OPWDD that all Life Plan due dates will be extended effective as of March 7th. This means the current Life Plan remains in effect even past the normal due date. For new enrollees, the initial Life Plan due date will also be extended. This includes the I AM Assessment. Life Plans due prior to March 7th still need to be completed and the I AM assessment reviewed as part of the annual review. The purpose of this extension is to allow care managers to focus on the health and safety of everyone served by Care Design NY in this time of crisis. Care Managers will be reaching out to families to ensure health and safety as their primary mission at the current time.

Training and Technical Assistance Center

Webinar: Supporting Families Affected by COVID-19 Pandemic

Presented by Gerard Costa, Ph.D. & Joy D. Osofsky, Ph.D.

In this webinar, Drs. Joy Osofsky and Gerard Costa will address the impact of the changes in our world and personal lives brought about by COVID-19. Special attention will be given to the ways in which infants, toddlers and preschoolers are affected when their usual routines are disrupted and their ability to manage stress and stay regulated are compromised.  

These changes will be described through developmental and relationship-based perspectives, highlighting the critical importance of establishing new routines to support co-regulating, attuned, and responsive relationships. Insights from the brain sciences will be described to better understand the ways in which infants, children and adults may react around the fearful climate of COVID-19.

Strategies for speaking with, supporting, and playing with infants and young children will be presented. Importantly, the need for self-care of the adults in the lives of children is important and will be addressed. 

Thursday April 2 at 12-1pm

Resources for Specific Regions

Staten Island

Person Centered Care Services, Inc. will be hosting live web-based info sessions to answer your questions and provide updates regarding supports and services during the COVID-19 crisis. There is also a call-in number option, see below. Please send us your questions This email address is being protected from spambots. You need JavaScript enabled to view it.


Web-address:  bit.ly/2xNM5b1
or dial: 929-205-6099
Mtg ID:  621 750 549
Password:  583909


The Campaign Against Hunger

2010 Fulton Street, Brooklyn, NY 11233

Open: Mon and Th 10-3pm 

Tue, Wed and Fri 10-6pm

Families can also order online for free delivery depending on the distance, for this, they have to call at 718-773-3551 and speak with the operator to request a shopper ID #.

Care Design NY

Emergency After Hours On-Call


Please only use number for urgent matters that cannot wait until the next business day.

The emergency after hours number will only be in operation after 5:00pm to 8:30am on business days and 24 hours per day on weekends and Care Design NY holidays.

Please use our office lines during normal business hours.

Care Design NY

Compliance Hotline


This number is to be used by anyone to report a suspected violation of the code of conduct, compliance guidelines, operational policies, a law or regulation, or other concern to the compliance offices.

Corporate Office Location
  • 8 Southwoods Blvd, Suite 110
    Albany, NY 12211
  • (518) 235-1888

Contact Us

Care Design NY

Corporate Office

8 Southwoods Blvd
Suite 110
Albany, NY 12211

Care Design NY provides care coordination throughout New York State, New York City and Long Island. Click here to view regional coverage areas.

Primary Numbers

  • Main Corporate Office
    General Inquiries
  • After Hour Emergencies
    (5:00pm - 8:30am & Weekends)
  • Compliance Hotline
    For Concerns or Compliance Issues

Who to Contact?

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