IRIS: Frequently Asked Questions

If you do not know your IRIS consultant's name or phone number, contact the IRIS Call Center at 888-515-4747.

Your IRIS consultant can help you to update your plan. If your condition has changed, your consultant can help you schedule a rescreen.

If you do not know your IRIS consultant’s name or phone number, contact the IRIS Call Center at 888-515-4747.

You can change your IRIS consultant if you want to. To make the change, you must call your IRIS consultant agency (ICA).

If you do not know your ICA’s name or phone number, contact the IRIS Call Center at 888-515-4747.

The first step is to contact your local aging and disability resource center. They can help you learn about long-term care options and resources in Wisconsin for older adults, people with disabilities, and their families.

Find more information about enrolling with IRIS. Go to the IRIS enrollment page.

Your fiscal employer agent (FEA) can help you verify the work history of people you hire. The FEA:

• Does background checks on workers you hire.
• Processes payroll.
• Helps with other employer tasks.

The Wisconsin Department of Health Services (DHS) and the IRIS Call Center cannot verify employment. If you do not know which FEA issues the worker’s paycheck, contact the IRIS Call Center at 888-515-4747. You will need to give them the worker’s full name to get this information.

• See the IRIS program’s Payroll and Vendor Schedule, P-01740 (PDF). It lists payment dates for payroll and vendor claims by pay period. Plus, each FEA has its own payroll calendar posted on its website that you can view.
• You must turn in approved timesheets for your workers to your FEA. They must be turned in by the submission deadline. If not, your workers might not get paid.
• Agency service providers must turn in their claims to the FEA by the submission deadline to get their payment.
• If you turn in your timesheet for a worker or a worker turned in a claim and has not been paid, contact your FEA.

If you want to change your ICA or FEA, you must contact your local aging and disability resource center. They are the only ones who can help you change your ICA and/or FEA.

You can file a complaint or grievance with any of the following entities, depending on the issue.

• Your ICA or FEA. DHS encourages participants to first try to resolve your issue with your ICA or FEA directly. If that doesn’t work, you can file a complaint or grievance with MetaStar, our third-party mediator.
• MetaStar. To file a complaint or grievance with our third-party mediator, contact MetaStar using the toll-free complaint and grievance hotline at 888-203-8338. Or email dhsirisgrievances@dhs.wisconsin.gov.

If you have an issue with a provider of a service or support, you can contact them directly to address your concerns or bring them to your IRIS consultant for assistance in resolving.

You can also take your grievance directly to DHS if you believe the above-mentioned entities are unable to assist you.

You can get help with a complaint or grievance:

• If you are between the ages of 18 and 59, you can also contact the IRIS ombudsman at Disability Rights Wisconsin for help. Call 800-928-8778. Disability Rights Wisconsin has offices in Rice Lake, Madison, and Milwaukee.
• If you are age 60 or older, you can contact the IRIS ombudsman at the Board on Aging and Long-Term Care for help. Call 800-815-0015.

Record requests should be made in writing. They must include a completed and valid Release of Information Authorization, F-82009 (Word) .

Make sure you submit your request to the correct office.

• For general records or copies of a long-term care functional screen, submit the record request to the participant’s ICA.
• For employment and timesheet records, submit the record request to the participant’s FEA.
• For self-directed personal care records, submit the record request to the IRIS Self-Directed Personal Care oversight agency.
• For SharePoint and Fraud Allegation Review and Assessment records, submit the record request to DHS by emailing dhswisitssystemadmin@dhs.wisconsin.gov.
• For records related to a deceased or disenrolled IRIS participant, submit the record request to DHS by emailing dhswisitssystemadmin@dhs.wisconsin.gov.