ICA Referral Specialist
West Allis, WI 
Posted 23 days ago
Job Description
Lutheran Social Services (LSS) is a private, non-profit, human service agency providing a variety of services throughout Wisconsin and Upper Michigan. Over the years, LSS has grown to become one of the largest human service agencies in the two state area serving more than 125,000 clients annually. We are looking for passionate, mission-driven individuals like you to help provide services including outpatient behavioral health management, international, domestic and special needs adoptions, older adult services, support services for children, youth and families, community corrections programs and support services for adults with disabilities and/or mental health concerns.

Motivated by the compassion of Christ, we help people improve the quality of their lives. Does this describe your personal mission statement? Are you motivated to serve by sharing your talents? If you would like to help us achieve our mission, please apply for the following opportunity.


Choose a passion, not a job. Join Connections, an IRIS Consultant Agency by Lutheran Social Services of WI & Upper MI, and use your skills and education to help us change the lives of those we serve.

Connections is currently seeking a part-time Referral Specialist to join our growing ICA Team. The Referral Specialist serves as the "face" of Connections guiding perspective IRIS participants through the program referral process and serves as the initial point of contact for ADRC's statewide. The position reports to the Continuous Improvement Manager and actively participants as part of the quality team for Connections.

Hours for the position are Monday through Friday, 12 PM - 4:30 PM and primarily works from home.



Under the direction of the IRIS Consultant Agency (ICA) Continuous Improvement Manager, as a member of the ICA Team, The ICA Administrator - Referral Specialist partners with other team members to provide the tools, resources, information, support, guidance, and/or assistance to IRIS participants.

The ICA Administrators are expected to cross train in all administrative functions of Connections which includes support in referrals, enrollments, disenrollments, withdrawals, hearings and appeals, training, general support and other areas as needed.  This role will also be a line of contact for collaborating with and providing appropriate information to Aging Disability Resource Centers (ADRCs), while working with participants and IRIS Consultants on the day to day matters.   As a member of an ICA Team, partners with colleagues in providing the tools, resources, information, support, guidance, and/or assistance to IRIS participants during their transition into IRIS.




Essential Duties and responsibilities:


This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.


  • Guides prospective participants through the referral process/enrollment process through an initial Welcome Call
  • The first point of contact for potential IRIS participants and Aging and Disabilities Resource Centers (ADRC) as needed
  • Provide marketing and referral materials upon request
  • Provide initial education and training to participants regarding IRIS, LSS ICA, and Consultants
  • Prepare and mail Welcome Packets to participants (Enrollment paperwork, IRIS Consultant (IC) and Fiscal Employer(FEA) options)
  • Enter referral information into Evolv and the Department of Health Services (DHS) WISITS system
  • Provide quality management reports utilizing Evolv and WISITS systems as requested
  • Answer incoming phone calls from potential participants sharing detailed information about Connections ICA and ICs
  • Make outbound calls and/or send e-mails in response to electronic inquiries from prospective participants and partner agencies
  • Follow-up with prospective participants who miss appointments or need assistance following up on required paperwork
  • Follow-up with prospective participants throughout the initial referral and IRIS Consultant process
  • Cross train all aspects of Enrollment Specialist role
  • Attend state and other partner agency meetings as requested
  • Provide solutions to problems using both creative processes and analytical methods. Use resources within and outside of the organization
  • Provide new and ongoing training and support for ICA colleagues
  • May focus specifically on enrollments, disenrollments/withdrawals and/or referrals as primary area of responsibility, but cross training on all aspects of referral to disenrollment will be expected.   
  • Act as primary responder to ICA phone line.  Will answer, screen and direct telephone calls, answering inquiries whenever possible and forwarding on to others as necessary.

  • Provide general administrative support; distribute department mail, assist and prepare mass mailings and electronic communications to employees, clients and external partners as needed;  schedule and take minutes at various meetings. May be assigned to special projects as needed.

  • Manage/maintain the Connections email inbox.

  • Provide training support for electronic learning management system and/or refer learners to the respective training specific trainer.  Other duties as assigned within the ICA.


  • Mileage reimbursement
  • Paid Time Off
  • Service Awards and Recognition
  • Ability to Contribute to 403B
  • Employee Assistance Program



    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Upon offer, candidates must successfully complete the necessary background, caregiver, medical and any other checks required, according to program requirements. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 



    • High school diploma or equivalent required.  Associates or Bachelor’s degree is preferred.

    • Minimum one year administrative experience or related experience is required. 

    • Strong customer service skills with a focus on people.

    • Proficiency in Microsoft Outlook, Word, Excel and other Microsoft Office Suite products. Working knowledge of Evolv is a plus.

    • Ability to take work direction from a number of people and prioritize effectively.

    • Ability to work fast-paced environment with strict deadlines, with the opportunity to grow and learn.

    • Have strong initiative, organizational skills and a high attention to detail.

    • Have strong interpersonal and communication skills; ability to establish and maintain effective working relationships.

    • Excellent written and verbal communication skills with high attention to detail.

    • Ability to work independently and in a team.

    • Ability to maintain a high level of confidentiality.



    The incumbent of this position must have a valid driver’s license and have reliable transportation to perform the essential duties of the role; a motor vehicle check (MVR) with a satisfactory driving record per the LSS Driver Safety Procedure is required, and ability to meet LSS auto insurance requirements.



    Ability to communicate both in verbal and written format, effectively and efficiently in job is required.  Ability to read, analyze, and interpret general correspondence and paperwork. Ability to effectively present information and respond to questions from employees.



    Working knowledge of computers to allow employee to access computer systems and applications to complete timecards, read and respond to email, and complete required on-line training.  This position will require knowledge of the Microsoft Suite applications, and be able to create documents, presentations and spreadsheets.



    The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    While performing the duties of this job, the worker is regularly required to talk or hear.  The employee frequently is required to stand, walk, and sit and occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.  Keyboarding is required for this position. 

    This position will require the ability to access a variety of locations in the community and accessing the ADRCs and community contacts.   

    The employee must react appropriately in times of crisis that may include verbal aggression.

    The incumbent of this position works in a community environment (home, office, community, etc.).  The incumbent will also be exposed to outdoor conditions when traveling on company business.

    The noise level in the work environment is usually moderate. 


    TRAVEL:  Ability to travel on day trips as required up to 20%.  Some overnight travel may be required.

    LSS is an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, disability status or any other characteristic protected by federal, state or local law.


    1 years: Administrative Experience (required)

    Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

    The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

    We are an Equal Opportunity Employer.


    Job Summary
    Start Date
    As soon as possible
    Employment Term and Type
    Regular, Part Time
    Required Education
    High School or Equivalent
    Required Experience
    1+ years
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