IRIS: Frequently Asked Questions

Below are answers to common questions about the IRIS program. If you can't find the answer to your question, contact the IRIS Call Center by phone at 888-515-4747 or by email.

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Contact my IRIS consultant

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

Update my plan or report that my condition has changed

  • Your IRIS consultant can help you to update your plan or schedule a rescreen because your condition changed.
  • If you do not know your IRIS consultant's name or phone number, contact the IRIS Call Center by phone at 888-515-4747 or by email .

Change IRIS consultants

  • IRIS participants are able to change IRIS consultants if they so choose.
  • To change consultants, you must call your IRIS consultant agency.
  • If you do not know your IRIS consultant agency’s name or phone number, contact the IRIS Call Center by phone at 888-515-4747 or by email .

Enroll in the IRIS program

  • The first step is to contact your local aging and disability resource center (ADRC). ADRC representatives offer free, unbiased information about long-term care options and resources in Wisconsin for older adults, people with disabilities, and their families.
  • More information about choosing IRIS is available on the IRIS home page.

Verify a participant-hired worker’s employment

  • Employment verification is available through an IRIS participant's fiscal employer agent (FEA). The FEA does background checks on workers you hire, processes payroll, and helps with other employer tasks.
  • The IRIS Management Section and the IRIS Call Center can’t verify employment.
  • If you do not know which fiscal employer agent issues the worker’s payroll, contact the IRIS Call Center by phone at 888-515-4747 or by email. You will need to provide them with the worker’s full name to acquire this information.

Check on the status of a paycheck or service provider payment

  • 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 fiscal employer agent (FEA) has its own payroll calendar posted on its website that you can view.
  • You are responsible for submitting approved timesheets for your workers to your FEA by the submission deadline date in order for workers to receive their payments.
  • Agency service providers are responsible for making sure they submit their claims to the fiscal employer agent by the submission deadline date to receive their payment.
  • If you submitted your timesheet for a worker or a worker submitted a claim and has not received payment, contact your FEA.

Change my IRIS consultant agency (ICA)

If you want to change your IRIS consultant agency you must contact your local aging and disability resource center (ADRC). Only the ADRC can help you change your IRIS consultant agency.

Change my fiscal employer agent (FEA)

  • If you want to change your fiscal employer agent, you must contact your IRIS consultant, who will help to start the transfer process.
  • You can ask to transfer fiscal employer agents any time. But, these transfers are done four times each year and you are only allowed to change fiscal employer agents once in a calendar year.
  • If you do not know your IRIS consultant's name or phone number, contact the IRIS Call Center by phone at 888-515-4747 or by email.

File a complaint or grievance

  • You can file a complaint or grievance directly with your IRIS consultant agency, your fiscal employer agent, to your providers, MetaStar, or to the Department of Health Services.
  • Try to resolve your issue with your IRIS consultant agency or fiscal employer agent before filing a complaint or grievance with MetaStar.
  • To file a complaint or grievance, contact MetaStar using the toll-free complaint and grievance hotline at 888-203-8338 or by email.
  • If you are between the ages of 18-59, you can also contact the IRIS ombudsman, Disability Rights Wisconsin, for assistance by calling 800-928-8778. Disability Rights Wisconsin has offices in Rice Lake, Madison, and Milwaukee.
  • If you are age 60 or above, you can contact the IRIS ombudsman, Board on Aging and Long-Term Care, for assistance by calling 800-815-0015.

Request a copy of an IRIS participant’s records

Last Revised: May 9, 2019