Crisis Navigator
OPWDD is confusing or delayed
OPWDD has its own language: Front Door, Care Coordination, Life Plan, Waiver, Self-Direction. Most delays happen between steps. Knowing where you are in the pathway lets you push the right person.
In the next hour
- Find out which step you're on (see our OPWDD Roadmap).
- Get the name, title, phone, and email of the person who currently owns your case.
This week
- Request a meeting with your Care Manager and ask for written next steps with deadlines.
- Escalate to the Care Coordination Organization (CCO) supervisor if there is no response in 5 business days.
- Contact OPWDD's regional office directly if the CCO is not responsive.
Phone numbers
- OPWDD Information Line866-946-9733
- Parent to Parent of NYS800-305-8817
What to say (script)
Hi, I'm following up on [name]'s case. We are at [step] of the OPWDD process. Can you tell me, in writing: the next step, the responsible person, and the date by which it should be completed? If not, please escalate this call to your supervisor.Browse full scripts library →
Documents to gather
- ✓OPWDD eligibility letter or determination
- ✓Life Plan
- ✓Care Manager contact info
- ✓Notes from previous calls (with dates)