FAQs

Monday through Thursday 9am - 3pm EST Friday 9am - 12pm EST

Virginia Medicaid Waivers are programs that allow individuals with disabilities and the elderly to receive Medicaid-funded services and support in their homes and communities, rather than in institutional settings like nursing facilities, by waiving certain requirements. The Medicaid Waivers are designed to provide an alternative to institutional care, enabling individuals to live and receive support in their own homes and communities. Waivers can offer services for: •  In-home Consumer Directed Care • Respite care  • Personal care  • Companion Care  https://www.dmas.virginia.gov/for-members/benefits-and-services/waivers/.(https://www.dmas.virginia.gov/for-members/benefits-and-services/waivers/)

PPL Customer Service: 833-549-5672 pplva@pplfirst.com(mailto:pplva@pplfirst.com) PPL Enrollment Line: 877-908-1752

https://www.consumerdirectva.com/(https://www.consumerdirectva.com/) DMAS 888-444-8182 AETNA 888-444-2418 SENTARA 888-444-2419 InfoCDVA@consumerdirectcare.com(mailto:InfoCDVA@consumerdirectcare.com)

A Service Facilitator helps individuals and families manage their services through Virginia’s consumer-directed programs. We guide you through the process, ensure compliance, assist with hiring caregivers, and support you every step of the way—while you remain in control of your care.

Divon Destiny provides Service Facilitation for: • CCC+ Waiver (Commonwealth Coordinated Care Plus) • EPSDT (Early and Periodic Screening, Diagnostic, and Treatment) We proudly serve individuals across the entire state of Virginia.

Consumer-directed means you are in charge. Instead of an agency assigning caregivers, you: • Choose who provides your care (including trusted family members or friends) • Set schedules that work for your life • Have greater flexibility and control over your services We provide the guidance—you make the decisions.

We serve: • Infants as young as 6 weeks old • Children, teens, and adults • Seniors into their 90s Including individuals with: • Autism Spectrum Disorder • Down Syndrome • Cerebral Palsy • Developmental and intellectual disabilities • Physical disabilities and chronic conditions

Getting started is simple: 1. Contact us for a consultation 2. We verify your eligibility and current services 3. We guide you through enrollment or transfer 4. You begin services with ongoing support from our team We make the process smooth, clear, and stress-free.

Yes! You have the right to choose your Service Facilitator at any time. We make switching easy by: • Handling the transition process • Coordinating with your current provider • Ensuring no disruption in your services

There is no out-of-pocket cost to you. Service Facilitation is covered through Medicaid waiver programs.

We provide: • Personalized, family-centered support • Clear communication and responsiveness • Guidance that empowers—not overwhelms • A commitment to dignity, independence, and quality of life You’re not just a case—you’re a priority.

Absolutely. We assist with: • Understanding hiring requirements • Navigating paperwork and approvals • Providing guidance on caregiver responsibilities • Ongoing support to ensure everything runs smoothly

Divon Destiny serves all regions across Northern Virginia, providing virtual and in-person support where applicable.

That’s exactly why we’re here. We break everything down in a way that’s easy to understand, guide you step-by-step, and ensure you feel confident—not confused—throughout the process.