BUFFALO, N.Y. — Early intervention providers across the state are being faced with an unprecedented challenge that’s exacerbating an already existing shortage.
In October, the state introduced a new mandated $50 million administrative system called EI HUB that therapists are required to use to manage their cases and bill their services.
But its rollout has been less than smooth.
Michelle Giancaterin has been a speech language pathologist and witnessed it firsthand.
“There have been glitches in the system, items have disappeared or things are being set up with different error codes,” she said. “It breaks your heart because you know that these kids are not getting the services that they qualify for and that they deserve.”
Some providers have had to spend up to seven hours just to enter a single session as a result of the glitches. Others have had their pay delayed by months — and in some instances, have only received 30% of what they’re owed.
It’s sending ripple effects through the industry in New York — an industry that already has a significant staffing shortage in most states.
“That's a real issue, and there have been providers that have left early intervention or are not taking early intervention kids anymore because of this issue,” Giancaterin said.
The state and the company responsible for the software apologized for the issues in a meeting last week.
“We acknowledge there has been a lot of uncertainty for providers, municipalities and families about the functionality of the hub and we greatly apologize for that,” said a spokesperson for Public Consulting Group, the company managing the software. “We know it has not been easy for everybody. We understand that we need to do better.”
But Giancaterin feels that apology still doesn’t solve the root problem for families and patients now being affected.
“You feel for these families,” she said. “They advocated for their child. They got them the evaluation. They did the paperwork. They followed up with everything, and they deserve the services that can help the child.”
Public Consulting Group says it is aiming to have the main problems resolved in a month but couldn’t guarantee that date would be met.