A: Support will be provided for all Product Simulation users via a Service Desk. The specific support model is still being finalized, and more information will be shared as those details are confirmed.

A: The CWS-CARES V1 Service Desk is not intended for families to call in to. This service desk is exclusively for Counties, California Tribes with a Title IV-E Agreement, and CDSS users. Currently, there are tiers of service that provide support within the counties. When an issue extends beyond a county question, the county then would reach out to the service desk. This model also applies to the Production Simulation environment.

A: At least during Phase 1, ServiceNow will be used for logging incidents for Tier 2 to work on. County/organization Tier 1 teams will be able to log tickets using the ServiceNow portal (CSM). Otherwise, county users who are not Tier 1 should reach out to their Tier 1 staff or contact Tier 2, and Tier 2 will log the ticket in ServiceNow. Tier 1 will receive dedicated overviews of how to create a ServiceNow incident.

A: The CWDS Service Desk will be responsible for system support for the RFA and FFPSA portals. Within each portal, should a user need their password reset, there is an option to self-serve a password reset. In most cases this will resolve a user’s password concern, such as forgetting their password. However, if the password reset link is not received by a portal user after 24 hours, the user will need to contact the CWDS Service Desk for additional support.
For basic troubleshooting and supporting the applicant (i.e., how to complete an application), questions on overall application questions and processes, etc., the County would be responsible for providing that support.
Portal access is granted/received in two distinct methods based on the portal.

• RFA Portal – A Resource Family can access the portal via public link on the CWDS and county website(s) and is open for individuals to submit applications for interest in becoming a Resource Family Home (RFH). The second way to access the RFA Portal is for a CWS-CARES RFA Worker or RFA Supervisor to initiate an invitation to the prospective portal applicant. It should be noted that this method of invitation is only in the circumstance of an Emergency Placement, otherwise the Applicant would go to the public link to apply. Existing RFH homes with an email address previously provided will be extended an invitation to the portal. This will be done in the CWS-CARES application and dedicated training materials and guides will be provided on how to accomplish this task.

• Link to RFA Portal end-to-end demonstration
   
• FFPSA Portal – Access to this portal is by invitation only to Community Based Organizations (CBOs). A CWS-CARES worker will initiate the invitation to the portal by adding the prospective or existing Service Provider to CWS-CARES, including their email. Once the email address has been added to CWS-CARES, the provider will receive an email inviting them to the FFPSA Portal. With this invitation email, the provider will be able to establish their password and update any applicable information. CWS-CARES will provide CARES workers with the necessary training materials and guides on how to accomplish this task.
• Link to FFPSA Portal demonstration

• CBO Portal Worker
  • They can fill out and submit candidacy determinations and cost tracking
• CBO Portal Supervisor
  • They receive requests from IV-E agencies
  • They assign CBO workers to children/cases
  • They enter cost information for monthly reports
• CBO Portal Administrator
  • They activate and deactivate portal access for workers within their organization
  • They handle profile changes/updates
  • They upload capacity reports
  • They also enter cost information for monthly reports

A: These lists were shared as part of the EUST 3 Report Out presentation – please reference this document for the itemization of the essential, refinement, and enhancement development tickets produced by EUST 3 feedback.

Regarding training materials, the Training Team will incorporate updates based on the functionality available at the time materials are finalized. Any changes implemented after training materials are completed will be captured in supplemental job aids, release notes, or updated training content as needed prior to Go‑Live. This ensures training remains accurate and aligned with the final solution.

A: Tier 2 Support and Organization Administrators.

A: ServiceNow.

A: In the event that data doesn't match or cannot be converted when migrating to CWS-CARES from Binti, there are two steps:

1. Project will share the list of data elements that cannot be moved into CWS-CARES through the conversion process. This includes data with incorrect data types, incorrect picklist values or missing mandatory data element information. If Binti provided information is different from CWS/CMS information, then Binti provided data will be rejected and shared with Counties.
2. Counties validate the data. If an issue is found, it becomes a ticket. The Project investigates, fixes the issue, redeploys the data, and counties revalidate.

A: Here are the following timeframes for the various levels of deficiency as documented in CWS-CARES & CARES RFA Service Level Agreements:

• For Level 1 Deficiency, the Contractor shall fix issue and close the service request ticket within four (4) hours after Contractor receives the service request ticket in the Contractor’s queue within the State’s service request tool.
• For Level 2 Deficiency, the Contractor shall fix the issue and close the service request ticket within three (3) calendar days after Contractor receives the service request ticket in the Contractor’s queue within the State’s service request tool.
• For Level 3 Deficiency, the Contractor shall fix the issue and close the service request ticket within fourteen (14) calendar days after Contractor receives the service request ticket in the Contractor’s queue within the State’s service request tool.
• Lastly, for Level 4 Deficiency, there is currently no defined service level agreement.