What the Philadelphia CAO handles

The Philadelphia County Assistance Office processes applications for several state and federal benefit programs. If you live in the city, the CAO determines your eligibility for Medical Assistance (Medicaid), SNAP (food stamps), cash assistance, and LIHEAP.

LIHEAP heating grants for the 2026–2027 season are scheduled to open November 2, 2026; the LIHEAP guide linked above covers amounts and income rules.

Which district office is yours?

The Philadelphia County Assistance Office headquarters is located at 801 Market Street, Philadelphia, PA 19107. You can reach the main Philadelphia CAO line at 215-560-7226.

Philadelphia has several district offices spread across the city. The specific district office that serves you depends on where you live. To find your local office, check the DHS County Assistance Office web page or call 215-560-7226. If you are helping a relative who lives in the surrounding suburbs (Bucks, Chester, Delaware, or Montgomery counties), you can call the suburban CAO statewide customer service line at 1-877-395-8930.

Applying for Medicaid for an older adult

The application process depends on the type of Medicaid your loved one needs. People who do not need long-term services but are on Medicare and financially eligible apply directly through the CAO. You can apply for Medicaid online using COMPASS, over the phone at 1-866-550-4355, or in person.

To get Medicaid coverage for long-term home care, you must apply for the Community HealthChoices (CHC) waiver. This process requires a few extra steps. You start by calling the Independent Enrollment Broker (IEB) at 1-877-550-4227, not the CAO. The IEB sends a Physician Certification form to the applicant’s doctor, who should mark the form NFCE, NFI, or ICF/ORC and return it within 5 business days.

Next, the IEB conducts a first in-person visit within 7 business days to help you complete the financial Medicaid application (form PA 600L) or the online COMPASS form. Within 10 business days, an assessor from the Philadelphia Corporation for Aging will visit to complete the Functional Eligibility Determination (FED). The FED tests if the applicant needs hands-on help with activities of daily living, like dressing, transferring, and toileting. If the IEB reviews the FED and Physician Certification and finds the person functionally eligible, they send form PA 1768 to the CAO.

Documents to have ready

The CAO handles the financial eligibility review for the CHC waiver. In 2026, the income limit is $2,982 per month (300% of the SSI Federal Benefit Rate). Only the applicant’s income counts, and gross income is usually used. The resource limit is $8,000 for an unmarried person. You will need to provide proof of income and resources, such as tax returns and bank records.

The CAO also performs a 5-year look-back. They review the applicant’s and spouse’s bank records and tax returns to see if any assets were transferred for less than fair market value in the past five years. If transfers occurred, they can cause a penalty period of ineligibility.

If you have questions about setting up home care services after approval, call New Century Home Care at 215-974-0000 or fill out our “I am a client” form online.

After you apply

The CAO reviews your income, resources, and the 5-year look-back. If approved, you will receive an approval notice, and the CHC plan is notified. Your Medicaid coverage begins on the date of application once approved. The CHC application process can take a few months, though it should not take more than 90 days.

If the CAO denies your application or terminates your benefits, you have the right to a DHS Fair Hearing. You must appeal in writing within 30 days of the notice. If you already receive services and want to keep them in place during the appeal, you must file your appeal within 15 days. A judge will hear your case by phone or in person.

Free help and how New Century helps families

If you run into problems with the CAO, free legal help is available. Philadelphia residents can contact Community Legal Services for assistance with benefits. If you face a Medicaid or CHC waiver denial, you can call the Pennsylvania Health Law Project (PHLP) helpline at 1-800-274-3258.

Once the CHC waiver is approved, a service coordinator creates a person-centered service plan that sets your approved hours. As a licensed Philadelphia home care agency, New Century Home Care provides the non-medical services outlined in that plan, including personal care, companion care, and mobility assistance.

If you already care for a loved one, you may be able to get paid to care for a family member through the CHC waiver. Family members can be hired as paid caregivers, but the waiver will not pay services furnished by the participant’s spouse, legal guardian, representative payee, or power of attorney.

Ready to start home care after approval? Call us at 215-974-0000 or use our contact form and choose “I am a client”.

For more local resources, explore our Philadelphia Senior Resource Guide.