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Have a Complaint About Your CHC Services? Call the OLTL Participant Helpline

Meggie McCarthy-White

If you’re enrolled in Community HealthChoices (CHC) — Pennsylvania’s program for older adults and people with disabilities who need long-term services and supports — and something isn’t going right with your services, the OLTL Participant Helpline is there to help.

The Helpline lets the Office of Long-Term Living (OLTL) hear your concerns, spot patterns, and catch bigger problems in the CHC program. You will not face retaliation from your CHC plan or a provider for calling.

Phone: 1-800-757-5042
Hours: Monday–Friday, 9 AM–12 PM and 1 PM–3 PM

When Should You Call the Helpline?

Call when you have an issue your CHC plan or provider hasn’t fixed, including:

  • Service coordination problems — Concerns about the quality or responsiveness of your service coordination that your Service Coordinator or CHC plan hasn’t resolved, or that would be hard to raise with your coordinator directly.
  • Service or provider complaints — Problems with the quality or timeliness of a CHC service or provider. This includes contractors doing home modifications, durable medical equipment vendors, enrollment help from the Independent Enrollment Broker, or delays with Nursing Home Transition (NHT) services.
  • Staffing gaps — Ongoing staffing problems with your home health or nursing agency that haven’t been fixed — for example, only some of your authorized hours are being staffed, or aides aren’t showing up for scheduled shifts.
  • Quality of care concerns — Problems with the care or treatment from your home health agency, nursing agency, or nursing facility, including care mismanagement, discrimination, neglect or abuse, or situations where your health or safety may be at risk.
    • If you suspect neglect, abuse, or danger, also report it directly to your CHC plan or Adult Protective Services — and to the Long-Term Care Ombudsman for your county if you live in a nursing facility.
  • Appeal process problems — Call if your CHC plan doesn’t schedule your appeal, doesn’t notify you of your hearing, or doesn’t let you take part. You can also report being treated disrespectfully during an appeal hearing.
  • Unresolved issues that need escalation — Any other concern you’ve already raised with your CHC plan that hasn’t been resolved.

What Should Still Go to Your CHC Plan?

For routine questions and requests, keep contacting your CHC plan’s member services line, including:

  • Requesting an appeal
  • Scheduling or rescheduling an appeal
  • Questions about service or care coordination
  • Questions about your coverage or benefits
  • Help finding an in-network provider or service

Not in CHC? You Can Still Call

The Helpline isn’t just for CHC waiver participants. Anyone in an OLTL-administered program can report service complaints — including people in Act 150, the OBRA Waiver, the LIFE Program, and long-term care.