Frequently Asked Questions
Admin Services
Q: Once we transition to CWS-CARES, will probation staff still access via Citrix?
A: Yes, probation staff will still access via Citrix after the transition to CWS-CARES.
Q: Will Outlook be included with CWS-CARES environment? Will it be integrated into CWS-CARES or will counties need to use Outlook Web version for email?
A: There are no plans or requirements to integrate Outlook with CWS-CARES. Therefore, it will not be included. Counties will continue their current processes for using Outlook.
Q: Will a CWS-CARES county admin be able to limit access for a page or section of the system?
A: Yes, CWS-CARES administrators will be able to limit access to areas of the system. Administrators will also be able to limit the number of records users can view or edit (including sealed and sensitive referral/cases). For further questions, please contact CARES Administration.
Q: Are tablets compatible with CARES?
A: Currently the Project recommends utilizing Windows Desktops/Laptops - HP, Dell, or MS Surface devices. These are the systems that the current development and testing teams are utilizing. CWS-CARES will be accessed via a "stable” version of Chrome or Microsoft Edge Chromium.
Q: How will Child Welfare Services-California Automated Response and Engagement System (CWS-CARES) handle (user) name changes? If someone changes their last name will their login change? Can they change it?
A: Yes. When someone changes their last name, their email will change and therefore the login will change. The last name can be changed by administrators of CARES V1.
Q: Will Child Welfare Services-California Automated Response and Engagement System (CWS-CARES) be moving away from phone and email Multi-Factor Authentication (MFA)?
A: CWS-CARES will not be moving away from phone and email MFA. At this time, the project is only planning to augment, not replace, the current authentication methods of phone and email. CWS-CARES is currently evaluating the use of tokens, specifically the use of TOTP (Time-based One-Time Passwords) through an authenticator app and this will be shared with all organizations once available.
Q: Will Dedicated and Co-existent infrastructures still be an option for Child Welfare Services-California Automated Response and Engagement System (CWS-CARES)?
A: The project will continue to support the current Dedicated and Co-existent models with CARES to avoid any disruption to counties. The project will continue to review and document the impact of both models, and any new information will be shared as it becomes available.
Q: Will external partners such as Child and Adolescent Needs and Strengths Assessment (CANS) providers and education personnel have access to Child Welfare Services-California Automated Response and Engagement System (CWS-CARES) V1?
A: For Child Welfare Systems-California Automated Response and Engagement System (CWS-CARES) V1, the only planned external access will be for Resources Family Approval (RFA) and Family First Prevention Services Act (FFPSA) providers.
Q: Is Child Welfare Services-California Automated Response and Engagement System (CWS-CARES) going to be accessible while not on the county network?
A: CWS-CARES will be accessible via supported devices connected to the county network*. *Connectivity to the county network may be via a hardwired or a wireless network connection or over the Internet via a Virtual Private Network (VPN) connection as implemented by counties. Users must be authenticated by the county’s identity and access management system.