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1 <br />2 <br />3 <br />4 <br />5 <br />6 <br />7 <br />8 <br />9 <br />10 <br />11 <br />12 <br />13 <br />14 <br />15 <br />16 <br />17 <br />18 <br />19 <br />20 <br />21 <br />22 <br />23 <br />24 <br />25 <br />26 <br />27 <br />28 <br />monitoring performance. ADMINISTRATOR will conduct case reviews as part of an <br />on -going evaluation of CONTRACTOR's performance. <br />9.2 ADMINISTRATOR may use a variety of inspection methods to evaluate <br />CONTRACTOR's performance, including but not limited to: <br />9.2.1 Random sampling of program activities including a review <br />of case files each month: <br />9.2.2 Activity checklists and random observations: <br />9.2.3 Inspect output items on a periodic basis as deemed <br />necessary: <br />9.2.4 Computer Information System reported results: <br />9.2.5 Participants' complaints and /or participants' <br />questionnaires; and <br />9.2.6 Service provider complaints or reports. <br />9.3 CONTRACTOR may require corrective action plans when it is <br />determined that services are performed unsatisfactorily during the review <br />period. CONTRACTOR shall remedy the performance defects within the time <br />period specified in the corrective action plan. <br />9.4 Performance evaluation meetings will be conducted by ADMINISTRATOR <br />as necessary. <br />9.5 CONTRACTOR shall cooperate with ADMINISTRATOR in providing the <br />information necessary for monitoring this Agreement, and with authorized State <br />or Federal representatives who may audit WTW Program services. <br />10. QUALITY CONTROL <br />10.1 CONTRACTOR shall maintain a complete internal Quality Control Plan <br />to ensure that the requirements of this Agreement are met. The Quality <br />Control Plan shall include, but not be limited to: <br />10.1.1 Activities to be inspected on either a scheduled or <br />unscheduled basis, how often inspections will be accomplished, and the title <br />(WAM08A11) 9 of 18 (December 22, 2011) <br />20B -51 <br />