Financial Management Services Transition for Participant Directed Program

DDS currently contracts with Acumen Fiscal Agent (Acumen) to provide financial management services (FMS) for the Participant Directed Program (PDP).

About Acumen Fiscal Agent

Acumen Fiscal Agent  has 29 Years of Industry Experience 

✓National FMS Provider – 33+ states 

✓Industry leading customer service and support ▪ Client Services Agent Model ▪ Serving people where, when and how they want to be served ▪ 24/7 Call Center Support 

✓Easy-to-use Technology

Customer Service

Acumen provides two customer service options available to all participants, employers, and providers. 

Please reach out to Acumen MA PDP Customer Service line at [phone] for assistance with

• Login Support  
• Navigation (Portal, Mobile App, etc)
• Assistance with the DCI platform
• Assisting with timesheets
• Paycheck Questions
• Enrollment status
• Forms (Tax, Verification of Employment, Change of Information, etc.)
• Minor requests – Form requests/update requests
• General questions

Please reach out to your dedicated Customer Service Agent for assistance with

• Paperwork not received or processed yet
• Person not in Acumen system
• Provider not good to go yet
• Sets up employer in the payroll system
• Processes all employee paperwork
• Sets up all employees in the payroll system
• Provides reports to the employer
• Answers questions about payroll/enrollment processes
• Tracks to escalations

Dedicated Customer Service Agents 

Effective August 5, 2026 your assigned Acumen Agent will have a new phone number and email address. 

Phone Number: [phone] 

Email Address: [e-mail] 

Accent Email Address: [e-mail] 

Liane Pereira

Area Offices: Berkshires, Franklin Hampshire, Holyoke Chicopee, North Central, South Valley, Charles River West, and Greater Boston

Heather Hinman

Area Offices: Springfield/Westfield, Worcester, and North Shore

Bianca Aguilar

Area Offices: Central Middlesex, Metro North, Merrimack Valley, and Lowell

Meredith McMahon

Area Offices: Newton South Norfolk, Middlesex West, New Bedford, Plymouth, Brockton, Cape & Islands, South Coastal, New Bedford, Taunton/Attleboro, and Fall River

Acumen Agent Call Tree

Acumen Customer Service Call Tree

Training Information & Materials

Please visit Acumen's website for training videos and materials: Massachusetts Training Materials

Acumen Training Slides

DCI Time Entry Training 

MA PDP DCI Training