What We Do

What can ICAN do for me?

  • We can answer your questions related to Medicare, Medicaid, long-term care (for example, your home care or nursing home care), and your managed care plan.
  • We can help you decide what plan is right for you.
  • We can help you learn about the new FIDA program, and help you decide whether FIDA is right for you.
  • We can help you solve problems with your managed care plan or providers like doctors, hospitals, and pharmacies. For example, we can help you complain or appeal.

Who does ICAN help?

  • We help anyone in a Medicaid managed care plan who needs long-term care services (like home attendant, adult day care, or nursing home).
  • We also help people who are applying for Medicaid and need help enrolling in a Managed Long-Term Care (MLTC), Medicaid Managed Care (MMC), Fully Integrated Duals Advantage (FIDA & FIDA-IDD) plan, and Health and Recovery Plans (HARPs).
  • We can talk to friends, family members, and anyone else who is helping people with their medical decisions.

How does ICAN work?

  • The New York State Department of Health selected CSSNY and its partners to create the ICAN program.
  • ICAN provides direct assistance to Medicaid long-term care recipients in navigating their coverage and in understanding and exercising their rights and responsibilities.
  • ICAN has trained health counselors who answer a toll-free telephone hotline five days a week from 8 AM to 6 PM.
  • Our health counselors can answer your questions about Medicaid managed care plans, including MLTC, FIDA and “mainstream” Medicaid managed care plans that provide long-term care services.
  • Our counselors can also help you solve problems with your Medicaid long-term care services, including:
    • Help you choose and enroll in a plan
    • Help you get more services from your plan
    • Help you get services in your home instead of an institution
    • Help you report problems with your care
  • ICAN gives presentations to groups of professionals and consumers throughout New York State on Medicaid managed care and long-term care programs
  • ICAN collects data about the kinds of problems people are having, and we report those trends to the plans and government and propose solutions