All SPOCs and Technical Contacts:
In support of the CWS/CMS Release 9.4 deployment scheduled for Saturday, July 20, 2024, from 5:00 AM to 1:00 PM, the CARES-Live application will also not be available during this CWS/CMS scheduled deployment.
Action Required
If users experience any issues with CARES-Live outside of this scheduled outage, please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email at Servicedesk@cwds.ca.gov during normal business hours. You may also email after hours and a Service Desk representative will contact you the next business day.
CARES-Live
Updated CWDS Single Point of Contact (SPOC) Guide - Version 3.0
All SPOCs, Training Contacts and Technical Contacts:
Customer Relations is pleased to announce that the Single Point of Contact (SPOC) Guide has been updated to version 3.0. This version has refreshed links to the Child Welfare Digital Services (CWDS) website and current information on:
Please review the attached SPOC Guide for information regarding SPOC responsibilities and available CWDS reference materials. The attached guide is also located on the CWDS website under the Stakeholder Resources tab>CWS/CMS Users>CWS/CMS Guides>Website and Web Application Guides>See the SPOC Guide PDF.
Customer Relations is pleased to announce that the Single Point of Contact (SPOC) Guide has been updated to version 3.0. This version has refreshed links to the Child Welfare Digital Services (CWDS) website and current information on:
- Child Welfare Services/Case Management System (CWS/CMS)
- California Automated Response and Engagement System - Live (CARES-Live)
- Child Welfare Services California Automated Response and Engagement System (CWS-CARES) – In Development
- SPOC, Customer Relations and Specific County Roles and Responsibilities
- Web Administration
- CWDS Meeting Information
- County Resources – including the following:
- Portals Pages (https://cwds.ca.gov/Portals)
- Training
- Business Intelligence
- Data Quality
- CWS-CARES Implementation
- Portals Pages (https://cwds.ca.gov/Portals)
- CWDS Website (https://cwds.ca.gov/) resources including:
- CWS/CMS Release Information
- Data Deletion Request (DDR)
- System Change Request (SCR)
- Server Based Computing (SBC)
- CWS-CARES User Resources, including:
- CWS-CARES Users – Frequently Asked Questions (FAQ)
- CWDS Glossary
- CWS-CARES Newsletters
- RFA Application Process Release Notes
- County Funding Process (Logon Required)
- Advanced Planning Document
- County Contacts
Please review the attached SPOC Guide for information regarding SPOC responsibilities and available CWDS reference materials. The attached guide is also located on the CWDS website under the Stakeholder Resources tab>CWS/CMS Users>CWS/CMS Guides>Website and Web Application Guides>See the SPOC Guide PDF.
CARES-Live Scheduled Maintenance - June 20, 2024 | 6 PM - 9 PM
All SPOCs and Technical Contacts:
The CARES-Live team has scheduled maintenance for the CARES-Live application. The maintenance is scheduled for Thursday, June 20, 2024, from 6:00 PM to 9:00 PM. During this scheduled maintenance the CARES-Live team will focus on application maintenance changes that are not visible to CARES-Live users.
NOTE: Users will not be able to access the CARES-Live application during the scheduled outage.
Action Required
If users experience any issues with CARES-Live, please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email at Servicedesk@cwds.ca.gov during normal business hours. You may also email after hours and a Service Desk representative will contact you the next business day.
The CARES-Live team has scheduled maintenance for the CARES-Live application. The maintenance is scheduled for Thursday, June 20, 2024, from 6:00 PM to 9:00 PM. During this scheduled maintenance the CARES-Live team will focus on application maintenance changes that are not visible to CARES-Live users.
NOTE: Users will not be able to access the CARES-Live application during the scheduled outage.
Action Required
If users experience any issues with CARES-Live, please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email at Servicedesk@cwds.ca.gov during normal business hours. You may also email after hours and a Service Desk representative will contact you the next business day.
CARES-Live Application Connection Issue Identified and Resolved
All SPOCs and Technical Contacts:
The CWDS Project had identified a network issue with CARES-Live. When users were attempting to launch the CARES-Live Application, they were receiving a Connection Time Out error message. The CWDS Office did the investigation, and the issue is now resolved. Users should now be able to access the application and work without any interruption.
Action Required
If users experience any issues with CARES-Live, please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email at Servicedesk@cwds.ca.gov during normal business hours. You may also email after hours and a Service Desk representative will contact you the next business day.
The CWDS Project had identified a network issue with CARES-Live. When users were attempting to launch the CARES-Live Application, they were receiving a Connection Time Out error message. The CWDS Office did the investigation, and the issue is now resolved. Users should now be able to access the application and work without any interruption.
Action Required
If users experience any issues with CARES-Live, please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email at Servicedesk@cwds.ca.gov during normal business hours. You may also email after hours and a Service Desk representative will contact you the next business day.
CARES-Live Scheduled Maintenance
All SPOCs and Technical Contacts:
The CARES-Live team has scheduled maintenance for the CARES-Live application. The maintenance is scheduled for Thursday, May 30, 2024, from 6:00 PM to 9:00 PM. During this scheduled maintenance the CARES-Live team will focus on application maintenance changes that are not visible to CARES-Live users.
NOTE: Users will not be able to access the CARES-Live application during the scheduled outage.
Action Required
If users experience any issues with CARES-Live, please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email at Servicedesk@cwds.ca.gov during normal business hours. You may also email after hours and a Service Desk representative will contact you the next business day.
The CARES-Live team has scheduled maintenance for the CARES-Live application. The maintenance is scheduled for Thursday, May 30, 2024, from 6:00 PM to 9:00 PM. During this scheduled maintenance the CARES-Live team will focus on application maintenance changes that are not visible to CARES-Live users.
NOTE: Users will not be able to access the CARES-Live application during the scheduled outage.
Action Required
If users experience any issues with CARES-Live, please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email at Servicedesk@cwds.ca.gov during normal business hours. You may also email after hours and a Service Desk representative will contact you the next business day.
CARES-Live Scheduled Maintenance - April 25, 2024 | 6 PM - 9 PM
All SPOCs and Technical Contacts:
The CARES-Live team has scheduled maintenance for the CARES-Live application. The maintenance is scheduled for Thursday, April 25, 2024, from 6:00 PM to 9:00 PM. During this scheduled maintenance the CARES-Live team will focus on application maintenance changes that are not visible to CARES-Live users.
NOTE: Users will not be able to access the CARES-Live application during the scheduled outage.
Action Required
If users experience any issues with CARES-Live, please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email at Servicedesk@cwds.ca.gov during normal business hours. You may also email after hours and a Service Desk representative will contact you the next business day.
The CARES-Live team has scheduled maintenance for the CARES-Live application. The maintenance is scheduled for Thursday, April 25, 2024, from 6:00 PM to 9:00 PM. During this scheduled maintenance the CARES-Live team will focus on application maintenance changes that are not visible to CARES-Live users.
NOTE: Users will not be able to access the CARES-Live application during the scheduled outage.
Action Required
If users experience any issues with CARES-Live, please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email at Servicedesk@cwds.ca.gov during normal business hours. You may also email after hours and a Service Desk representative will contact you the next business day.
CARES-Live Facility Search Result – License Status
All SPOCs and Technical Contacts:
The CWDS project identified and corrected an issue in Facility Search within the CARES-Live Application. The Facility License status on the search results page displayed an outdated License Status. This issue was reported to the Project Office on April 8, 2024. After investigating the issue it was discovered it started on April 3, 2024.
On April 8, 2024, the CARES-Live team completed their investigation and took the necessary measures to resolve this discrepancy.
Action Required
At this time we request counties recheck Facility License Statuses that may have been reviewed between April 3rd and April 8th, using Facility Search in the CARES-Live Application.
If users experience any issues with CARES-Live, please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email at Servicedesk@cwds.ca.gov during normal business hours. You may also email after hours and a Service Desk representative will contact you the next business day.
The CWDS project identified and corrected an issue in Facility Search within the CARES-Live Application. The Facility License status on the search results page displayed an outdated License Status. This issue was reported to the Project Office on April 8, 2024. After investigating the issue it was discovered it started on April 3, 2024.
On April 8, 2024, the CARES-Live team completed their investigation and took the necessary measures to resolve this discrepancy.
Action Required
At this time we request counties recheck Facility License Statuses that may have been reviewed between April 3rd and April 8th, using Facility Search in the CARES-Live Application.
If users experience any issues with CARES-Live, please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email at Servicedesk@cwds.ca.gov during normal business hours. You may also email after hours and a Service Desk representative will contact you the next business day.
CARES-Live Training Environment Scheduled Maintenance
All SPOCs, Technical Contacts, and Training Contacts:
The CARES-Live team has scheduled maintenance to the CARES-Live Training Environment on Friday, April 5, 2024, from 3:00 PM to 5:00 PM. This scheduled maintenance is to upgrade the Training Environment to the CARES-Live 2.8.29 version. Users will not be able to access the CARES-Live Training Environment during the scheduled outage.
Action Required
If users experience any issues with CARES-Live Training Environment, please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email at Servicedesk@cwds.ca.gov during normal business hours. You may also email after hours and a Service Desk representative will contact you the next business day.
CDT Service Desk Bulletin – Gold Camp Switch Upgrade
All SPOCs, Technical Contacts, and CAD Contacts:
The California Department of Technology (CDT) has scheduled a change window on Sunday, June 9, 2024, to upgrade switches at the Gold Camp Data Center. The change window will begin at 4:00 AM and conclude at 8:00 AM. The CWS/CMS application and the CARES-Live application will both experience up to a 40-minute interruption in service within the change window. There is no impact to connectivity to CWS-CARES. Business Objects (BO) access and BO reports will be impacted within the change window.
Action Required:
CWS/CMS Users
If users experience any issues with CWS/CMS, please follow your county process for reporting issues, or you may contact the IBM Boulder Help Desk at 1-800-428-8268.
CARES-Live Users
Please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email at Servicedesk@cwds.ca.gov during normal business hours. You may also email after hours, and a Service Desk representative will contact you the next business day.
CAD Administrators
Review scheduled BO reports and rerun the report jobs, as necessary.
The California Department of Technology (CDT) has scheduled a change window on Sunday, June 9, 2024, to upgrade switches at the Gold Camp Data Center. The change window will begin at 4:00 AM and conclude at 8:00 AM. The CWS/CMS application and the CARES-Live application will both experience up to a 40-minute interruption in service within the change window. There is no impact to connectivity to CWS-CARES. Business Objects (BO) access and BO reports will be impacted within the change window.
Action Required:
CWS/CMS Users
If users experience any issues with CWS/CMS, please follow your county process for reporting issues, or you may contact the IBM Boulder Help Desk at 1-800-428-8268.
CARES-Live Users
Please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email at Servicedesk@cwds.ca.gov during normal business hours. You may also email after hours, and a Service Desk representative will contact you the next business day.
CAD Administrators
Review scheduled BO reports and rerun the report jobs, as necessary.
CARES-Live 2.8.29 Production Release
All SPOCs and Technical Contacts:
Effective March 28, 2024, CARES-Live 2.8.29 Release is Scheduled to Move Into Production
The CARES-Live team has scheduled release activity that will interrupt connectivity to the CARES-Live application. The release activity will begin at 6:00 PM on Thursday, March 28, 2024, and conclude at 9:00 PM. During this release, the CARES-Live team will focus on application changes, and users will not be able to access the CARES-Live application during this scheduled outage.
CARES-Live 2.8.29:
If users experience any issues with CARES-Live, please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email at Servicedesk@cwds.ca.gov during normal business hours. You may also email after hours and a Service Desk representative will contact you the next business day.
Effective March 28, 2024, CARES-Live 2.8.29 Release is Scheduled to Move Into Production
The CARES-Live team has scheduled release activity that will interrupt connectivity to the CARES-Live application. The release activity will begin at 6:00 PM on Thursday, March 28, 2024, and conclude at 9:00 PM. During this release, the CARES-Live team will focus on application changes, and users will not be able to access the CARES-Live application during this scheduled outage.
CARES-Live 2.8.29:
- This release address security findings and other infrastructure updates and security patches not visible to CARES-Live users.
If users experience any issues with CARES-Live, please follow your county process for reporting issues. CARES-Live County Administrators may contact the CARES Service Desk through the CWDS ServiceNow Customer Support Management (CSM) Portal. Alternate methods are phoning 1-855-292-3444 or via email at Servicedesk@cwds.ca.gov during normal business hours. You may also email after hours and a Service Desk representative will contact you the next business day.
If unable to find a specific Bulletin, please contact Communications.