06 May Compliance Conference Session 3
CARE COORDINATION AND COMPLIANCE – A SHARED RESPONSIBILITY
Since the transition of Medicaid Service Coordination to care management through the creation of care coordination organizations (CCOs) in 2018, the new organizations were faced with creating and implementing their own quality and compliance structure for their part of the disability service delivery system. This session will provide an overview of some of the key initiatives in the areas of compliance and quality from the CCO’s perspective as well as the perspective of residential, day, and other program providers on the intersect of CCO services and the other parts of the disability system.
Click HERE for the presentation.
Presenters
Courtney Skivington-Wolf, Chief Operating Officer, Care Design NY
Courtney Skivington-Wolf serves as Chief Operating Officer for Care Design NY. Prior to joining in 2019, Courtney was the Vice President for Program Administration at a New York State DSRIP PPS, overseeing provider quality performance initiatives. Courtney also directed the Project Management Office (PMO) for the Department of Health’s eMedNY claims system.
Courtney is a registered nurse and holds certifications in LEAN, Microsoft Training, and cardiac nursing. She received a BA in English and a BA in Communications from St. John Fisher College, and a degree in Nursing from Hudson Valley Community College.
Glenda Criss, HIPAA Privacy Officer, CPCO, MBA, Senior Vice-President of Care Management, LIFEPlan CCO NY, LLC
Glenda Criss serves as the Senior Vice-President of Care Management at LIFEPlan CCO and is a Certified Compliance Officer with extensive experience in regulatory oversight and quality systems. Since 2020, she has led Compliance and Incident Management functions for both LIFEPlan and ACANY and continues to serve as HIPAA Privacy Officer. Her prior leadership in provider services included responsibility for Community Habilitation and Employment programs, where she focused on service integrity, staff training, and quality outcomes. Glenda has contributed to statewide systems improvement through her service on the OPWDD Statewide Committee for Incident Review (SCIR). As the parent of an adult child receiving supports through LIFEPlan, she brings a personal and professional commitment to advancing strong, person-centered care management across New York State.
Ellen Arocho-Kelly, Corporate Compliance Officer, CP Nassau
Ellen Arocho-Kelly is a seasoned leader with more than four decades of experience in the field of human services, disability supports, and organizational compliance. Her career began in 1981 in a mid‑sized not‑for‑profit agency supporting adults with developmental disabilities. Prior to that, she worked in the school system as a paraprofessional, supporting three‑ and four‑year‑old children with significant behavioral challenges—an experience that shaped her lifelong commitment to person-centered, compassionate support.
In 1986, Ellen moved into consulting, where she dedicated herself to professional development and staff training. She became known for her ability to strengthen staff skills, elevate service quality, and help agencies remediate findings associated with 45- and 60-day letters. She partnered closely with programs and QA teams, providing both corrective guidance and organizational coaching.
By 1990, Ellen had established herself as a sought‑after trainer across multiple organizations, delivering SCIP, CPR, person‑centered planning, and a wide range of required trainings. Her expertise led her to Queens Centers for Progress (formerly United Cerebral Palsy of Queens), where she has continued to serve in progressively senior roles and remains a vital part of the agency’s leadership team today.
Ellen currently serves as the Corporate Compliance Officer for Queens Centers for Progress. In this role, she oversees all corporate compliance functions, quality assurance, investigations, and staff training. She also supervises the agency’s IT department and transportation oversight, ensuring that systems, safeguards, and operations align with best practices and regulatory requirements.
Beyond her agency work, Ellen is deeply involved in system-wide compliance and quality improvement efforts. She serves as Co‑Chair for the CP State Compliance/QA Committee as well as both the IAC Compliance and QA Committees. She is also the lead investigator‑training instructor for IAC, delivering Justice Center- and OPWDD‑aligned investigator certification trainings multiple times per year to professionals across the field.
Dedicated, practical, and mission‑driven, Ellen continues to champion high‑quality services and ethical standards throughout the disability service sector.