For Andrew Casallas, one of the most rewarding parts of his work is bringing clarity to stressful and unfamiliar situations. When families feel overwhelmed, particularly while navigating complex benefit systems like Medicaid and other public supports, he finds real fulfillment in helping them understand their options, address multiple intersecting benefits, and move forward with confidence.
“Sometimes they’re panicking, and it’s nice to just answer the question for them or point them in the right direction,” he says. That ability to turn confusion into relief has become a defining part of Andrew’s role at The Arc of Essex County, where he is the person who answers tricky questions, solves financial challenges, and brings peace of mind to Arc residents, families, and others in the IDD community who are looking for solutions after receiving a confusing or distressing financial bill or eligibility notice.
Recently promoted to Director of Consumer Finance and Medicaid Billing Compliance, Andrew brings more than a decade of experience shaped by both professional growth and personal connection. After exploring several professions, Andrew first joined The Arc working in Day Programs and supporting individuals directly; an experience that was influenced by his younger brother, who has autism.
Though he briefly pursued a career in banking, Andrew returned to The Arc in 2014 as a Consumer Finance Coordinator, where he was happy to continue a connection to consumers with IDD, but using his financial and number skills more directly. He quickly helped build the program from the ground up. Over the years, he has played a key role in developing representative payee services, strengthening Medicaid eligibility systems, and expanding fee-for-service billing processes, all while steadily advancing into leadership roles.
Andrew’s expertise spans Social Security, Medicaid, Medicare, and other essential benefits, and he remains committed to continuous learning, including completing certification through the State Health Insurance Assistance Program (SHIP). His work is deeply personal, too: one of his sons shares a similar diagnosis to Andrew’s brother, further strengthening his connection to The Arc mission.
As he steps into his new role overseeing Consumer Finance, Housing, Entitlements, and Medicaid Billing Compliance, Andrew remains focused on building strong systems and supporting individuals, families, and staff. “It’s nice to work at The Arc because people here are just supportive, it’s a solid team,” he says. “It’s not compartmentalized. Everyone works together.”