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Pennsylvanians Seeking Waiver and Nursing Facility Services Can Now Apply by Phone

Meggie McCarthy-White

Pennsylvanians seeking long-term care services now have an easier way to begin the application process: They can now apply over the phone for nursing facility  and home and community-based waiver services.

phone dhs apply number
Source: PA Department of Human Services

What's New?

Pennsylvania now offers phone applications for Medicaid long-term care services, meeting federal requirements under 42 CFR 435.907(a) that individuals must be able to apply for Medicaid by phone.

Starting now, you can call to apply for:

  • Nursing facility services: Medicaid long-term care coverage for those who require care in an institutional setting.
  • Home and community-based waiver services: HCBS, also known as Waivers or Waiver programs, help you receive care in your home and/or community rather than in an institution.
     

Previously, individuals could only complete the application online using COMPASS, by mailing or hand-delivering a paper application to their County Assistance Office (CAO), or by working with the Independent Enrollment Broker for the CHC and OBRA waivers.
 

How to Apply by Phone

Call the Statewide Customer Service Center at 1-866-550-4355 to get started. Here's what happens when you call:

  1. The Customer Service Center staff will help you complete your financial application (form 600L) over the phone
  2. They'll send your completed application to your local County Assistance Office (CAO) for review
  3. You'll still need to meet both clinical and financial requirements to qualify for services
     

Importantly, this phone option only covers the financial application portion. Clinical assessments and eligibility determinations still follow existing processes through the appropriate channels (CAO for nursing facility services; Independent Enrollment Broker for certain waivers).

 

Special Process for CHC and OBRA Waiver Applicants

If you're applying for Community HealthChoices (CHC) or OBRA waivers, you have two pathways:

Option 1: Start with the Independent Enrollment Broker (IEB)

  • Contact the IEB directly to schedule your at-home clinical assessment
  • The IEB also continues to guide applicants on how to complete the financial application for long term care services.
  • This has been the traditional pathway and remains available
     

Option 2: Start with the Customer Service Center

  • Call the Center at 1-866-550-4355 to begin with the financial application
  • They will connect you with the IEB, who will conduct the required clinical assessment
  • The IEB also continues to advise applicants on how to complete the financial application for long term care services.
     

Importantly, the clinical assessment component remains unchanged regardless of which application option you choose. The IEB still serves as the point of contact for clinical assessments and continues to provide guidance on the overall waiver application process. Since this process is so now, we don't yet have data on whether processing times or efficiency differs between these two starting points. We will continue to monitor this process and provide updates.

Individuals who experience problems with the new phone application process or whose application for waiver or nursing facility services is denied can contact PHLP’s Helpline for assistance: 1-800-274-3258 or staff@phlp.org.