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3. Processes/ Resources

Function Portal



CAO Contacts






Found in Knowledge Base:

Miscellaneous Processes:

How to look up PHW Providers:

If the participant needs assistance with finding providers for services, use the following steps to generate a list of local providers to send to the participant.

Long Term Services and Supports for PAS, PERS, HDM, etc. providersPharmacy and Medical Supplies for DME/SME providers
– Click on Home and Community Based Services
– Choose service/specialty from the drop down list
– Click on Medical Equipment
– Choose service/specialty from the drop down list
  • You can then email or verbally tell the ptp the list of providers that come up
How to use the Language Line/Translation services

If you do not speak the participant’s primary language and they don’t have a Legal Representative or POA, use the language line to get an official translator to assist in the call.

Family/Children CANNOT act as translators for participants

  • Dial 866-998-0338
  • Enter Account Number: 13982
  • Enter Pin: 3546
  • For Agent ID – Enter the participant’s zip code
  • Say the language you need interpreted
    • If you aren’t sure which language, say “customer service” or “help” to be connected to Voiance Client Services.
  • Temporary hold while you’re connected to an interpreter
  • Once connected with the interpreter brief them on the nature of the call, then call the participant.
How to set up a Representative Payee

If your participant wants to set up a Representative Payee for themselves they will need to contact the Social Security Administration (SSA) and complete a SSA 1696 Form.

If they have no one to designate, they can choose “organization” and one will be designated for them.

The form can either be filled out and returned to the SSA or filed online at:

How to switch from Agency Model to PDO

Be sure to tell the ptp that they will be using the Agency model (regular PAS) until they are fully set up with PPL

  1. Fill out PPL New Referral Form
    • Upload to Function Portal
    • Fax the form to: 1-855-858-8158 or Email to:
  1. Once PPL gives a start date you can schedule a visit to update the PCSP
    • Close/terminate the Agency model PAS in the Service Plan
    • Add the PDO – PPL PAS in the Service Plan
  2. Make sure the “Employer Authority Option” is selected in the Selection of Personal Care Options form in the Docusign Packet.
Estate Recovery

Please discuss how to complete this process with your supervisor as needed. It is not a common process.


Smoking Cessation Resources

PA Quit Logix is a free online service to help outline each step of a person’s process for quitting smoking

The Division of Tobacco Prevention and Control, in the Bureau of Health Promotion and Risk Reduction, partners with National Jewish Health to provide the PA Free Quitline and smoking cessation services to all Pennsylvanians 24 hours per day / seven days per week. The PA Free Quitline offers:

  • up to five coaching sessions by phone
  • unlimited calls to the PA Free Quitline as needed
  • Educational materials on quitting tobacco use
  • Free Nicotine Replacement Therapy (NRT) for qualified callers (up to eight weeks of patches)

PA Free Quitline numbers:

1-800 QUIT-NOW (784-8669)

1-855-DEJELO-YA (335-3569)

Housing Resources

Community Connect is a PA Health & Wellness’ resource for local services. Just put in the participant’s zip code to find local housing resources where you can choose a program, view the next steps needed to start with it, or be connected to that programs’ website. Programs include:

  • Help paying for housing/bills
  • Foreclosure counseling
  • Homebuyer education
  • Maintenance and General Repairs
  • Residential Housing (Long Term, short term, and safe housing)
    • Independent Living
    • Public Housing
    • Assisted Living
    • Nursing Home
  • Temporary, Homeless, and Emergency Shelter

PA Housing Finance Agency also works to provide affordable homeownership and rental apartment options for senior adults, low and moderate income families, and people with special housing needs.

Philadelphia Housing Authority has their own Rental Assistance Programs and Rental Properties available in Philadelphia. Use the link or contact the following for assistance:

Philadelphia Housing Authority
2013 Ridge Avenue, Philadelphia, PA 19121
Phone: (215) 684-4000

Nursing Home finder:

Homeless Assistance Programs through The Department of Human Services can connect you with organizations by county for:

  • Case Management
    • Designed to assist you in identifying your needs and the reasons why you became homeless or near homeless and provide you with the tools and skills that you need to prevent you from ever being in a homeless situation again.
  • Rental Assistance
    • If you are in danger of being evicted from your apartment or home, your county may be able to assist you with payments for rent, mortgage, security deposits and utilities
  • Bridge Housing
    • “The Bridge” that will move you from being homeless into permanent housing. Usually the next step after Emergency Shelter
  • Emergency Shelter
    • If you are currently homeless and have no permanent residence or are a victim of domestic violence
  • And more~
Volunteering Resources

A Directory of different services: (currently under maintenance)

RSVP is a Nonprofit Volunteering and Assistance program

AARP in person or virtual volunteering!

AmeriCorps focuses on senior volunteers (those 55 and older)

Become a Big Brother or Big Sister and get matched with an enrolled child

Employment Resources

Statewide Work Incentives Planning and Assistance (WIPA) agencies have published a list of Regional Work Incentive (CWIC) Coordinators and accompanying counties supported by that Agency:

WIPA is designed to enable beneficiaries with disabilities to receive accurate information and use that information to make a successful transition to work. Each WIPA agency has a CWIC who will:

  • provide in-depth counseling about benefits and the effect of work on those benefits;
  • conduct outreach efforts to beneficiaries of SSI and SSDI (and their families) who are potentially eligible to participate in federal or state Work Incentives programs; and
  • work in cooperation with federal, state and private agencies and nonprofit organizations that serve SSI and SSDI beneficiaries with disabilities.
Statewide WIPA AgenciesCounties supported
Joy Smith
Program Director/CWIC 
Adams, Allegheny, Armstrong, Bedford, Blair, Bradford, Butler, Cambria, Cameron, Centre, Clarion, Clearfield, Clinton, Crawford, Cumberland, Dauphin, Elk, Erie, Forest, Franklin, Fulton, Huntingdon, Indiana, Jefferson, Juniata, Lycoming, McKean, Mifflin, Perry, Potter, Snyder, Sullivan, Tioga, Union, Venango, Warren, Westmoreland 
Appalachian Regional  
Jennifer Tenney 
Program Director/CWIC 
Beaver, Fayette, Greene, Lawrence, Mercer, Somerset, Washington 
Disability Rights Pennsylvania 
Phyllis Hilley  
Program Director/CWIC  
1-800-692-7443 Ext 309 
Berks, Bucks, Carbon, Columbia, Lackawanna, Lancaster, Lebanon, Lehigh, Luzerne, Monroe, Montgomery, Montour, Northampton, Northumberland, Pike, Schuylkill, Susquehanna, Wayne, Wyoming, York 
Full Circle Employment Solutions LLC 
Ruchi Edwards 
Program Director/CWIC 
888-466-2942 Ext. 20 
Philadelphia, Delaware, Chester

JEVS Human Services has 4 different programs for employment for those with disabilities
hireAbility, Road to employment, Project Success, and Pre-ETS – which include:

Individualized benefits counseling
Customized employment guidance and support
Get connected to necessary supports and resources to careers

Inglis Community Employment Services provides a Person-Centered and Employment-First approach to assisting job-seekers achieve their career goals in competitive community employment.

Participant’s can register themselves on PA Career Link (for free!) and after going through the Welcome process, they will sit with someone for a 1:1 assessment and discuss what is available to them!
There is an additional Veterans employment services available through Career Link

The Office of Vocational Rehabilitation provides individualized services to assist people with disabilities to pursue, obtain, and maintain satisfactory employment.
An OVR counselor can help you select an employment goal and develop a comprehensive strategy so that you can find the type of job that meets your needs. OVR placement services are provided at no cost to eligible individuals with disabilities.

Citizenship/Immigration Resources

Online Help here:

Esperanza Immigration Legal Services:
4261 North 5th Street

HIAS Pennsylvania/Puentes de Salud:
2029 South 8th Street
Philadelphia, PA 19148

Heating Resources

The Heater Hotline provides free emergency heater repairs for eligible households. If the Heater Hotline staff determine that your heater needs to be replaced, they will forward your application to Basic Systems Repair Program (BSRP).

To apply for heater repairs only, call the Heater Hotline at 215-568-7190.

Use this link for more details

Water Bill Assistance

PA’s Water Assistance Program is a new, temporary program as a part of the nation’s continued response to families experiencing financial difficulties due to the ongoing COVID-19 pandemic.

Crisis grants may be available if you have an emergency situation and are in jeopardy of losing your water service. You can receive one crisis grant for your drinking water service and one crisis grant for your wastewater service, up to $2,500 each. Crisis grant situations include:

– Past-due water bills
– Termination of water service
– Danger of having utility service terminated (received a notice that service will be shut off within the next 60 days)

Participants and non-participants may qualify if:

  • You either rent or own your home.
  • You have an overdue water bill that you are responsible for paying.
  • Your household income meets program income guideline.

How to apply:

  • Paper: LIHWAP Paper Application — English | Spanish
    You can download a paper application, print it, fill it out, and return it to your local county assistance office.
  • Phone: Request an application by calling the Statewide Customer Service Center at 877-395-8930 or call PA Relay at 711 for the hearing impaired.
  • In-Person: Applications are available at your local county assistance office.

After your application is processed, you will receive a written notice that will tell you if you qualify. If eligible, it will tell you the amount of your grant.

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