Public Partnerships, LLC

Thank you for bringing this issue to our attentionCurrently, the provider is correctly set up for direct depositPublic Partnerships is obligated to post providers’ payment on the pay date listed on the distributed pay schedulePublic Partnerships is adhering to all laws and labor guidelinesWe have not delayed any payments however, because payments were being issued via paper check, it is likely that there was a delay for mail timePublic Partnerships is not responsible for any mail delays once payments are issuedTo avoid this situation, we recommend direct deposit which has been put in place for this providerThank you,

Thank you for making us aware of this situationPublic Partnerships worked with the State to determine the cause of the issueThis problem affected a small number of providersIn order to help the providers, Public Partnerships pushed out our off-cycle payroll and our understanding is that this provider has been personally contacted and paidThank you,

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

The fact that I am now working and will be receiving my first paycheck next week has nothing to do with the fact that after SEVERAL inquiries, and even being able to contact [redacted] personally, and getting the answer I was looking for within 5 minutes, your staff STILL refused to call them and even attempt to remedy the situation. This resulted in my having to wait approximately ANOTHER 2 weeks to start work. Bottom line, your staff was lazy and did not do their job! I did not get to start my job until exactly a month after my background check had cleared (background check was complete on July 25, and my first day of work was August 25). So, again, the fact that I am now working and close to getting paid does not make up for the wages I lost due solely to your company's carelessness. I am offended that nothing has been done, not even an apology. Your staff has treated this situation as though they didn't care when I got to start work, as they were getting paid regardless.Adding to my complaint, how do you think the member and their representative felt? They were without the amount of care that she needed for an extra month. I DO NOT accept your response. Regards, [redacted]

Thank you for bringing this to our attentionIn order to enroll in this program and receive services, the consumer must provide a number of completed and correct forms to meet state and federal requirementsWe provide these forms, offer guidance on their completion, and contact the consumer if they are incomplete or contain errorsWhile the consumer began the enrollment process in September 2014, we received the final correction--allowing for a complete enrollment--on December 9, Due to an internal error at PPL, our records did not immediately reflect this completion We corrected this on December and we have been in touch with the consumer's service coordinator We apologize for the day delay, as we understand the importance of the services the consumer receives under this program

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Contrary to what the business states, this problem has NOT been resolved My June authorization is STILL not fixed, and now my July authorization is stuck as well I now have two months' worth of authorization for which I am unable to log timesheet against Repeated email to tech support have gone unanswered Case reference number is [redacted] I am copying the tech support email thread with this response I have attached a copy of the email thread Regards, [redacted]

This person is working and is receiving her first paycheck next week

Public Partnerships LLC serves as the Fiscal Agent for this workers employer, whoreceives service through a *** waiver program. PPL is required toensure that workers meet all program requirements before the worker can beginproviding service to the employer. The employer was notified
on Friday,August 21st, that the worker had met all program requirements andcould begin providing service.Due to the volume of consumer background checks that PPL initiates on a dailybasis, we do not check the *** system directly for updates on consumerbackground checks Instead, *** provides PPL with a report of completed background checksAs a result of this incident, *** identified and correctedan issue with the report they were providingWe are following up on this to be sure there are not any other ways for us to improve our processes with regard to consumer background reporting

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Regards,
*** ***

We are sorry about the error in responding to your initial inquiry. We are working with the State to solve this issue. At this point in time, we are checking daily to see that the authorizations have been entered in the system.  Authorizations are entered by the State  - not by Public Partnerships. We are continuing to monitor the situation so that we can issue payment for hours worked. We are sorry for the inconvenience and hardship this is causing.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  The only phone number you should have on file for me at all is [redacted]. If you are looking for the phone number I called into your call center, that number is [redacted], however this is NOT the phone number your supervisor should be calling at All. The supervisor that attempted to call me back in October was in regards to a Separate issue that had since been resolved. The way she called was 3 times in a row within 5 minutes of each other like a harassing phone call, very unprofessional. If I didn't answer the first time I am obviously busy and she needed to give me a greater then 15 minutes to call her back AND her call back phone number was the call center, which the reps refuse to transfer to anyway. I have requested a supervisor on 3 different occasions for a Different issue, like I had previously stated in my complaint and you didn't respond to any of my requests. I am shocked and appalled on how you Don't keep Notes on file for incoming calls. This is a horrible business practice no paper trail to hide your bad business practices. I am still waiting for a supervisor call back from the month of NOVEMBER not October. 
Regards,
[redacted]

We tried to reach this consumer and left a message. The consumer called us back and their complaint has been resolved. The information that needed to be updated has been taken care of and they are now in "good to go" status. Thank you for bringing this issue to our attention.

Thank you for letting us know about this situation. We have contacted this participant and arranged a home visit in order to expedite all paperwork. We had inaccurate contact information for this participant contributing to the issue. Thank you,

The fact that I am now working and will be receiving my first paycheck next week has nothing to do with the fact that after SEVERAL inquiries, and even being able to contact [redacted] personally, and getting the answer I was looking for within 5 minutes, your staff STILL refused to call them and even attempt to remedy the situation. This resulted in my having to wait approximately ANOTHER 2 weeks to start work. Bottom line, your staff was lazy and did not do their job! I did not get to start my job until exactly a month after my background check had cleared (background check was complete on July 25, and my first day of work was August 25).   So, again, the fact that I am now working and close to getting paid does not make up for the wages I lost due solely to your company's carelessness. I am offended that nothing has been done, not even an apology. Your staff has treated this situation as though they didn't care when I got to start work, as they were getting paid regardless.Adding to my complaint, how do you think the member and their representative felt? They were without the amount of care that she needed for an extra month.  I DO NOT accept your response.
Regards,
[redacted]

Information and Findings: PCG Public Partnerships, LLC (PPL) is a financial management services firm providing fiscal/employer agent (F/EA) services for the Virginia Department of Medical Assistance Services (DMAS).  The Consumer-Directed Services program allows the Medicaid Consumer or a...

representative of the Consumer to become the Employer of Record and manage the plan of care and service authorization allowing for the Medicaid payment.  PPL is not the Employer of Record or agency provider.  PPL’s services allow an Attendant to work for the Employer of Record and be paid with program funds. ·         PCG Public Partnerships, LLC (PPL) has found that the attendant placed a call to PPL on 5/4/16 to inform that their payment was deposited into a closed bank account.  It was requested to have the payment deposited into their new account or mail the payment.     ·         On 5/5/16, PPL received the funds back from the bank but were unable to process due to a bank reconciliation that was in process.  While this process usually takes 2-4 days to complete, it took longer in May due to a non-standard reconciliation backlog associated with end of quarter processing. This reconciliation was processed on 5/24/16.       ·         The re issuance was processed on 5/31/16 and posted to the attendant’s account. ·         PPL is currently working on process improvement of the bank reconciliation process to avoid delays in renaissances from occurring in the future.

Thank you for bringing this to our attention. After investigating this complaint, we learned that the participant is showing as ineligible for services - this is not a Public Partnerships error. We are only able to pay when we are authorized to do so through the managed care organization and state...

agency. Our system will not pay any participant who is showing as ineligible. Although this is not an error on our part, we are actively working with the organizations that can change the eligibility status so that we are able to provide payment.

Thank you for bringing this to our attention. Public Partnerships is contracted by the New Jersey Department of Human Services to act as the Fiscal/Employer Agent for self-directing employers.  In this role, Public Partnerships provides payroll and tax functions for the employer, pursuant to...

our contract, program rules, and applicable state and federal laws and regulations.   As the program participants, who self-direct their services, are Medicaid recipients, we can only pay up to the amounts authorized by the Department of Human Services.  It is the employer’s responsibility to schedule their employees and manage wage rates vs. hours worked, to ensure they stay within a monthly budgeted amount.   Public Partnerships has conducted a thorough review of the below individual’s complaint. At this time, all timesheets have been paid, and all monthly budget amounts are correct, based on DHS authorization and approval. We have reached out to the participant and believe the problem has been resolved. Thank you.

Thank you for bringing this to our attention. In order for a worker to be paid, their member (employer) needs to approve the worker time sheet. The deadline for approval of this time sheet was 1/3/17 however, the employer did not approve the time sheet until 1/5/17. We will pay the worker in an...

off-cycle payroll on 1/23/17. We will also be reaching out to the Support Broker in order to reinforce timeline date approvals with the employer. Thank you.

Thank you for bringing this to our attention. This participant has been cleared to work as of 9/19/2016. If a participant has an existing EIN number, we have to run a check for prior tax obligations - this can sometimes take up to 30 days to complete. In addition, we did not receive authorization...

for the worker to begin providing services until 9/15. Sometimes Service Coordinators submit their plans to the state but that does not mean we have received authorization. A further delay was caused by a rate sheet not being signed but this was done quickly once they were notified. While this process took longer than expected for this participant, it did not take six months as the referral was made to us on 7/29 and the worker was deemed "good to go" as of 9/19/2016. Thank you.

Thank you for bringing this issue to our attention. Currently, the provider is correctly set up for direct deposit. Public Partnerships is obligated to post providers’ payment on the pay date listed on the distributed pay schedule. Public Partnerships is adhering to all laws and labor guidelines. We...

have not delayed any payments however, because payments were being issued via paper check, it is likely that there was a delay for mail time. Public Partnerships is not responsible for any mail delays once payments are issued. To avoid this situation, we recommend direct deposit which has been put in place for this provider. Thank you,