Provider Information

Arizona Health Care Cost Containment System (AHCCCS) consumer surveys - AHCCCS conducts Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys on a regular basis to better understand member satisfaction with the contracted Managed Care Organizations (MCOs) and/or member satisfaction with the overall AHCCCS healthcare delivery system.

You can also view other AHCCCS Satisfaction Surveys on the AHCCCS website: Provider Survey Results, Health Plan Report Card Results and AHCCCS Performance Measures.

Adult and Child Behavioral Healthcare Survey - Learn about how Mercy Care RBHA behavioral healthcare members rate their experiences and satisfaction.

Provider Satisfaction Survey - Learn about how Mercy Care RBHA providers rate their experiences and satisfaction.

To support inpatient concurrent review decisions, Mercy Care uses nationally-recognized and/or community-developed, evidence-based criteria, which are applied based on the needs of individual members and characteristics of the local delivery system.

Service authorization staff that make medical necessity determinations are trained on the criteria and the criteria are accepted and reviewed according to Mercy Care policies and procedures.

Criteria sets are reviewed annually for appropriateness to the Mercy Care population needs and updated as applicable when nationally or community-based clinical practice guidelines are updated.  The annual review process involves appropriate practitioners in developing, adopting, or reviewing criteria. 

The criteria are consistently applied, considering individual needs of the members and allow for consultations with requesting practitioners/providers when appropriate. For inpatient medical care reviews, Mercy Care uses the following medical review criteria in the order listed:

  • Criteria required by applicable state or federal regulatory agency
  • Applicable MCG as the primary decision support for most clinical diagnoses and conditions
  • Aetna Clinical Policy Bulletins (CPB’s), 
  • Aetna Clinical Policy Council Review (ad hoc)

For inpatient behavioral health care reviews, MCP uses, in the order listed:

  • Criteria required by applicable federal and state regulatory agency
  • Aetna Clinical Policy Bulletins (CPBs)
  • Aetna Clinical Policy Council Review (ad hoc)


What is Permanent Supportive Housing?

Permanent Supportive Housing is housing that is decent, safe, affordable and integrated into the community. It's linked to flexible supports to help people be successful in maintaining their housing.

How does Permanent Supportive Housing help tenants?

The Permanent Supportive Housing approach is a belief that people with psychiatric disabilities should have the right to live in a home of their choice, on their own, without any special rules or service requirements. They can live just like any other member of the community.

Programs take different approaches to housing. In some, people live in units reserved for the program’s tenants, among those with and without special needs. In others, people receive help finding, qualifying for, and keeping their homes, which are located throughout the community.

All tenants have access to an array of services that help them keep their housing, such as case management, assistance with daily activities, conflict resolution, and crisis response. Tenants also receive help in becoming fully participating members of the community, through assistance with socialization and seeking employment.

How does Permanent Supportive Housing work?

  • Flexible, voluntary supports: Permanent Supportive Housing staff offers flexible, voluntary services designed to help people choose housing that meets their needs, obtain and pay for that housing, and keep the housing for as long as they choose.
  • Quality housing: Housing meets standards for safety and quality established by local, state, and federal laws and regulations. Housing is similar to what is available to others in the same income levels in the community.
  • Rental assistance or Standard lease: Tenants typically pay 30 percent of their income toward rent plus basic utilities. The remainder is paid either by tenant-based rental assistance, which tenants can use in housing of their choice, or project-based rental assistance, which is linked to a specific location.
  • Functional separation of housing and supports: Tenants sign a standard lease, just like any other member of the community, giving tenants the same legal rights. Continued tenancy is not subject to any special rules or participation in any particular services.
  • Integration: Tenants’ homes are located throughout the community or in buildings in which a majority of units are not reserved for people with disabilities. Tenants have opportunities for interactions with the community.

For more information: Contact Mercy Care RBHA's Housing Department at

AHCCCS Housing Program 

Q: What is the AHCCCS Housing Program (AHP)? 

The AHP is a statewide permanent supportive housing and housing support program for individuals with mental health diagnoses who are experiencing homelessness. 


Q: In October, what happens to my members on the waitlist with Mercy Care? 

Members will not be removed from the current waitlist, and Mercy Care will be providing the waitlist to ABC. 


Q: Will there still be the Community Living, Scattered Site, and Bridge to Permanency programs?  

The current housing programs will continue with the transition to the AHP. 


Q: Will my members’ supportive services be impacted by the transition to the AHP?  

Mercy Care will continue to oversee all Permanent Supportive Housing services and services connected to the Community Living Program. 


Q: Is FlexCare transitioning to the AHP? 

Mercy Care will continue to manage the applications, waitlist, and referrals and provide oversight to FlexCare providers.  FlexCare is not transitioning to the AHP. 


Q: Is the TLP transitioning to the AHP? 

No, the TLP is not transitioning to the AHP and Mercy Care will continue to manage the applications, waitlist, and referrals. 


Q: Does the AHP impact BHRF (Behavioral Health Residential Facility)? 

No, BHRF is not transitioning to the AHP, and Mercy Care will continue to manage the applications, waitlist, and referrals. 


Q: Will Mercy Care participate in staffings for members housed with the AHP? 

Yes, Mercy Care will continue to be involved in staffings as needed to support our members in housing. 


Q: Are the eligibility requirements the same with the AHP? 

Eligibility requirements will be available in the ACOM 448 Policy. They have changed slightly. They will also be included in provider training.  

According to the AHCCCS Permanent Supportive Housing Guidebook and Operations Manual draft, applicants shall: 

  • Be determined SMI or GMH/SU with High/Cost Needs by a qualified provider. 
  • Be a United States citizen or have eligible immigrant status. 
  • Be at least 18 years old. 
  • Have an identified housing need documented by the member’s clinical provider or treatment team. Identified housing needs include members in the following situations: 
    • Persons Experiencing Homelessness. 
    • Medical or behavioral health transitions requiring placement in safe, adequate housing placement per AMPM 520. 
    • Medical necessity as determined by a qualified representative of a provider or MCO. 

Q: Will the prioritization for referrals be the same with the AHP? 

Prioritization requirements will be available in the AHCCCS Supportive Housing Guidebook and Operations Manual.  Prioritization has changed slightly. This will also be included in provider training.  

According to the AHCCCS Permanent Supportive Housing Guidebook and Operations Manual draft, prioritization criteria include VI-SPDAT or other Objective Acuity Score, Cost and Medical/Behavioral Health Need, and Homeless Status. 

Q: How will members apply for housing with the AHP?  Are application requirements the same? 

Members will apply for housing through their behavioral health provider. BH providers will submit applications to ABC/HOM for processing.  

As of October 2021, applications will be submitted via email to 

Q: Who can I contact with questions related to my member’s housing, including questions about rent and maintenance?  

Please contact ABC/HOM for questions related to member rent, lease, or housing subsidy. For questions about services related to housing please contact the member’s behavioral health provider. For questions about maintenance of the member’s unit please contact their landlord. ABC and their behavioral health provider may be able to help provide additional assistance with talking to their landlord and may also be able to help with maintenance requests.  

If members receive any notices from their landlords, please contact ABC and their behavioral health provider for assistance in resolving an issue.  

After October 1, 2021, ABC can be outreached via email.  Additional information to be provided. 

For more information on the AHP, you can visit the following websites:

Q:  What is the Temporary Housing Assistance Program (THAP)? 

This program provides temporary financial assistance, combined with Permanent Supportive Housing services and Supported Employment services to members determined to have a serious mental illness (SMI) who need temporary assistance to prevent homelessness. 

Mercy Care RBHA has contracted with COPA Health and La Frontera/EMPACT to provide the Temporary Housing Assistance Program to a minimum of 300 members threatened with facing eviction or precariously housed in the community. This program will provide time-limited financial support for eviction prevention activities that include, but are not limited to: back rent, late utilities, moving assistance and deposits.  As of October 2021, the financial support for the THAP will be managed by the AHP Administrator, Arizona Behavioral Health Corporation.  Permanent Supportive Housing and Supported Employment services will be overseen by Mercy Care. 

The Permanent Supportive Housing services and Supported Employment services continue to support the member's ongoing success in housing. 

Referrals to the Temporary Housing Assistance Program are made by the clinical team to the service provider. Contact information for each provider is listed below. 

La Frontera/Empact: Angela Sheesley, Program Manager, 480-784-1514,

COPA Health: Ebbonie Montague, 480-589-4835, 

Q:  What Permanent Supportive Housing does Mercy Care RBHA offer? 

Permanent Supportive Housing includes housing subsidies and/or supportive services.  

As of October 2021, the PSH subsidies will be managed by the AHCCCS Housing Program administrator, Arizona Behavioral Health Corporation (ABC).  The Scattered Site program provides housing subsidies that can be used in the community.  The tenant pays 30 percent of his/her income toward rent.  

Community Housing is a Permanent Supportive Housing option that includes apartments and houses from an inventory of housing. Some of these Community Housing locations are specialized for individuals with unique needs.  

Permanent Supportive Housing services are available to all tenants, regardless of their housing location. The primary goal of the Supportive Housing Services is to assist the member to maintain permanent housing in the community of his/her choice. 

Q:  What if a member already has housing, but wants Supportive Housing Services? 

  • The clinical team can reach out to one of the eight Permanent Supportive Housing service providers to request services for a member.  Services are available for members seeking housing and for members currently living independently. 

The Permanent Supportive Housing service providers: 


Q:  What type of services will the member receive in Permanent Supportive Housing? 

  • The services are person-centered and focused on assisting the member to live independently and maintain housing. Services may include education on tenant rights, case management, financial management and budgeting, communication skills, safety and hazard recognition, health and wellness, accessing community resources and others.  Services are individualized and can last as long as the member requires support to maintain housing. 

Q: How long will services last? 

  • Services are individualized and can last as long as the member requires support to maintain housing. 

Source: Substance Abuse and Mental Health Services Administration Supportive Housing brochure (PDF) (PDF) (12/3/2014)