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Individuals with special needs in a caring environment

DD Provider

Frequently Asked Questions
What should I do if a Care Manager is not responsive to my requests?

Please allow Care Managers reasonable time to respond to requests. For routine, non-urgent issues, expectations are that you should receive a response within 2 business days. If you do not receive a response within the expected time frame, please use the Care Management chain of command. All Care Managers have their supervisor’s name and contact information listed in their email signature for ease of knowing who to contact.

I do not know who a person’s Care Manager is, how can I figure this out?

You can call Care Design NY’s main number at 518-235-1888 and press 0 for assistance or contact This email address is being protected from spambots. You need JavaScript enabled to view it..

How does my organization know when a person we support changes Care Managers?

CDNY has a warm handoff process which includes the new Care Manager reaching out to providers to introduce themselves and connect with the team supporting the person supported. If you are unsure if a Care Manager change has occurred, please contact CDNY’s main number and press 0 for assistance in identifying the current Care Manager.

AM I ABLE TO REACH CARE MANAGEMENT FOR SUPPORT AFTER TYPICAL BUSINESS HOURS?
Care Design NY has an emergency after-hours on-call system for supporting urgent situations that cannot wait until the next business day. The emergency after-hours number is 1-877-855-3673.
HOW DO I CONTACT CARE DESIGN’S REGIONAL LEADERSHIP TEAM?

If you have issues needing escalation or attention at this level, the leadership team contact information for your region can be found at Care Management Leadership - Care Design NY

Alternatively, you can contact CDNY’s main number at 518-235-1888 and dial 0 for assistance or contact This email address is being protected from spambots. You need JavaScript enabled to view it..

HOW OFTEN SHOULD A CARE MANAGER BE IN CONTACT WITH A PERSON I SUPPORT?
At a minimum, every individual should meet in person (in the same physical space) with their Care Manager twice per year. Additional contact may take place via video and/or phone depending on several factors related to the needs of the person.
IT HAS BEEN 60 DAYS SINCE A LIFE PLAN MEETING AND I HAVE NOT RECEIVED THE FINALIZED PLAN, WHAT SHOULD I DO?
The Life Plan is required to be finalized/published within 45 days of the LP meeting and subsequently distributed after that. No mandated time frame exists from OPWDD for distribution. If more than a week has elapsed past the 45-day time frame, please engage the supervisory chain as referenced in question 1. Please note that initial Life Plans for members new to the OPWDD system allow for additional time, but must be finalized/published within 90 days of CCO enrollment.
I AM IN NEED OF THE MOST RECENT LCED FOR A MEMBER, WHAT IS THE BEST WAY TO OBTAIN THIS?
All current LCEDs should be uploaded to the Supporting Documents section in CHOICES. Please check CHOICES before reaching out to the Care Manager to request a copy of the LCED.
WHY DO I NEED TO SHARE PREVENTATIVE HEALTH AND APPOINTMENT INFORMATION WITH CARE MANAGERS?
CCO Care Managers are responsible for comprehensive person-centered planning, including coordinating services and support for individuals they support. Knowing what preventive healthcare a person has received is a critical component of understanding supports that may be needed.
HOW DO I CONTACT CARE DESIGN’S PROVIDER RELATIONS DEPARTMENT?

For assistance with any provider-related questions or concerns, please complete the Provider Relations Help form on our website linked here. Once the form has been submitted, a Provider Relations team member will get back to you shortly. Please include as much detail on the ticket submission request as possible so our team can provide you with the most timely and thorough feedback.

MY ORGANIZATION HAS PROGRAM VACANCIES AND OTHER OPPORTUNITIES WE’D LIKE CARE MANAGERS TO BE AWARE OF. HOW CAN WE SHARE THIS INFORMATION?
Care Design’s Provider Relations team is happy to share any program opportunities, workshops, or other relevant information with our Care Management teams. Please reach out to Provider Relations using this link to share any information you feel will be beneficial for Care Managers and CDNY members. The Provider Relations team can also discuss any further information-sharing opportunities with your organization as needed.