What to expect from your provider
You don't have to run this process. Once HES is authorized, your care manager connects you with a designated provider, and the provider takes it from there. In plain terms, here's what they do:
- Get to know the person and the home. A good provider starts with real goals and daily routines, then suggests technology that fits — not a one-size-fits-all kit.
- Handle the equipment and setup. They take care of getting the technology and installing it, whether that's devices in the home or an app-based service.
- Make sure everyone can actually use it. They train the person, the family, and any support staff. The best providers keep helping until the technology becomes part of everyday life.
- Stay available afterward. When something needs a tweak, a repair, or a question answered, the provider is who you call. They also check in over time to see how well it's working and adjust if needs change.
Choosing among providers
Your care manager identifies the designated HES provider (or providers) serving your OPWDD region. Where there's more than one, you and the care manager can choose between them — and you can change later if it isn't a good fit; the care manager handles that. If you have a choice, these are fair questions to ask:
- What kinds of technology do you usually work with, and why?
- How do you handle setup in the home?
- What does training look like in the first few months?
- What happens when a device stops working, or we want to change something?