Who to call for home care in New York, and what each line can and cannot do

What it is: the statewide line for free, unbiased information about long-term services and supports for people of all ages and disabilities, whether or not they have Medicaid. In New York City it is run by NYC Aging; the statewide number reaches it.

What to ask: “My parent needs help at home. They do / do not have Medicaid. Which program should we look at, and who do we call first?”

What it cannot do: schedule the Medicaid assessment, authorize hours, or enroll anyone in a plan.

What it is: the statewide program that schedules and performs the assessment for Medicaid personal care, consumer directed personal assistance, and Managed Long Term Care enrollment: a nurse’s community health assessment, then a clinical appointment. Independent of any plan or agency.

What to ask: “I have an active Medicaid number and need the home care assessment. In person or video? Can I request an interpreter now? Can a family member be present?” After the letter: “Can you explain what my outcome notice means and what the next step is?”

What it cannot do: say how many hours anyone will get. Hours come from the plan’s care plan later. It will not schedule without a Medicaid number, and if you are already receiving services and need a reassessment, the FAQ says to contact your plan or district instead. For new applicants the nurse visit is where the State’s Minimum Needs test is applied. If the person is being discharged from a hospital or rehab, start with our discharge decision tree.

What it is: the managed care enrollment program of the New York State Department of Health. The official channel for choosing and enrolling in a Medicaid managed care or Managed Long Term Care plan, and the place to request the authorized representative form.

What to ask: “The NYIA letter says I may enroll in MLTC. Which plan types serve my county? How do I check whether my doctor and pharmacy are in a plan’s network? What is my enrollment effective date?”

What it cannot do: perform the assessment, set hours, or recommend one plan over another. It is not a plan and not an agency.

What it is: the citywide line for Medicaid eligibility, applications, renewals, and address changes in all five boroughs. There is no borough Medicaid office phone number; HRA lists its office locations on nyc.gov/hra. Outside the city, the county Department of Social Services does this.

What to ask: “Is my Medicaid case active? Is my address correct? When is my renewal due?” Not yet on Medicaid? See where Medicaid home care starts: HRA vs your county DSS.

Also: HRA’s long-term care page routes home care questions to the DSS OneNumber at 718-557-1399 and to borough CASA offices. HRA’s Home Care Services Program handles fee-for-service cases for people who are not in a managed care plan. If you are in a plan, the plan authorizes services, not HRA.

What it is: the door to NYC Aging’s in-home services for residents 60 and older who are not on Medicaid, the city’s version of the State’s Expanded In-home Services for the Elderly Program (EISEP). NYC Aging’s page says a case management agency contracted for your neighborhood does a phone intake and a home visit, and that depending on income you may be asked to pay a fee or make a suggested contribution for some services; case managers do not charge for their time. NYC Aging also states that Medicaid recipients are not eligible for its funded home care. Outside the city, the county Office for the Aging runs EISEP; NY Connects will route you. The 2026 fee rules and waiting-list realities are in our EISEP explainer.

What to ask: “I am calling about in-home services for someone 60 or older who is not on Medicaid. How does intake work in our neighborhood?” You can also ask for HIICAP to book an in-person Medicare counseling appointment.

What it cannot do: provide Medicaid home care or run the NYIA assessment.

What it is: New York’s State Health Insurance Assistance Program. Free, unbiased counseling on Medicare, delivered locally by NYC Aging inside the city. Say your county when the recording asks (Brooklyn is Kings, Manhattan is New York, Staten Island is Richmond).

What to ask: “I have Medicare and Medicaid and the NYIA letter points to a long term care plan. Can you explain how the Medicare side works with the plan types New York Medicaid Choice described?”

What it cannot do: assess anyone, authorize hours, or enroll anyone in a Medicaid plan.