Monitoring

The Contract Performance Unit of Vaya Health assures that the provision of service to our members meets the highest standard of quality, while also working collaboratively with our Provider Network.

MCOs are required by statute (NC GS § 122C-111) to monitor public mental health, intellectual/developmental disability and substance abuse services. Types of monitoring conducted by the Contract Performance Unit of Vaya Health are listed below. Any provider offering services to Vaya Health members is subject to monitoring.

Types of Monitoring:

Vaya Health conducts multiple types of provider monitoring activities.  For your reference, tools for specific reviews are listed below.

For more information, please click on the titles to expand or close the boxes below.



Targeted and time-sensitive investigations that assess quality of care, health and safety issues, and service definition compliance.


A review that is conducted as soon as possible to assess the health and safety of our members.

Provider agencies that are nationally accredited and are licensed facilities monitored annually by DHSR will be reviewed at a minimum of every two years, using the post-payment review tool ONLY. In accordance with LME-MCO Communication Bulletin #J254, these agencies are no longer monitored using the routine monitoring tool as of July 3, 2017. Provider agencies nationally accredited two years or more are required to deliver a copy of the official notification (e.g. letter, memorandum, certificate, etc.) from the agency’s accrediting body within 30 days of receipt. Provider agencies that receive only a provisional or one-year accreditation must submit all findings of the accrediting body to Vaya Health within 30 days of receipt. Upon review of the findings, Vaya Health may decide to conduct a targeted monitoring or post payment review. Failure to maintain any required national accreditation may result in an adverse action, up to and including revocation of credentialing and termination of contract.

  • There will be no change in current practice for the following tools, DHHS New Unlicensed Site Review Tool for Providers, DHHS Review Tools for LIPs, and DHHS Unlicensed AFL Review Tool for Providers. Revisions to these tools will be posted to the DHHS website as of July 3, 2017. The only changes will involve removal of language specific to the DHHS Agency (Routine) Monitoring Tool.

For questions related to these agency monitoring changes view the DHHS FAQ here.

 These changes do not diminish, reduce or eliminate the LME-MCOs responsibility/authority for oversight and monitoring of their Provider Networks. Examples include: Post Payment Reviews, Targeted Monitoring, Quality of Care Reviews and Investigation Reviews


A routine monitoring review is conducted at a minimum of every two years for Licensed Independent Practitioners (LIP),  all provider agencies that are not licensed by the Division of Health Service Regulation (DHSR) or are licensed by DHSR but not monitored annually by DHSR (e.g. PSR, Day Treatment, SAIOP, and SACOT etc.). Routine monitoring may entail a routine monitoring tool and a post-payment review tool, or a post-payment review tool alone

The Monitoring Tools are available below:

DHHS Agency Monitoring Tools for Providers
DHHS Routine Monitoring Tools for LIPs
Sample Routine Provider Quality Improvement Review Tool


An annual health and safety review of unlicensed community based private homes.

DHHS Unlicensed AFL Review Tool          Vaya Health AFL Home Add and Change Form

AFL new email address: AFL.info@vayahealth.com


The Block Grant Review is conducted annually to ensure compliance with the requirements of 45 CFR Part 96, Subpart I, the Substance Abuse Prevention and Treatment Block Grant (SAPTBG) and of 42 USC Part B, Subpart I, Block Grants for Community Mental Health Services (CMHBG). Block Grant monitoring consists of a review of multiple programs. It also includes record reviews for specific service requirements.

Click here for NC DHHS Audit Information


Vaya Health providers are required to participate in the NC-TOPPS system as outlined by the NC-TOPPS guidelines.  NC-TOPPS interviews collect vital information about the people served by the North Carolina mental health and substance use system.  Vaya Health providers are expected to maintain a 90% compliance rating on submission of NC-TOPPS interviews as outlined on the NC-TOPPS Website.


Please note that investigations, routine monitorings and other monitoring activities could result in a Plan of Correction and/or a referral to the Special Investigations Unit.

Call 1-800-849-6127 toll free 24/7 to access mental health, substance use and intellectual and/or developmental disability services. Members can request materials in Spanish or English.

Llamar al número gratuito 1-800-849-6127 24/7 para obtener servicios y apoyo a la salud mental, discapacidades de desarrollo y abuso de sustancias. Los miembros pueden solicitar materiales en español o Inglés.