Frequently Asked Questions
General
Q: In CWS-CARES, can two people work on the same case at the same time and save their entries, and can users have multiple cases open simultaneously or only one at a time?
A: Yes, you can have multiple cases open at one time. The workspace tabs organize the cases. More than one person can work in a case at the same time as long as they are not working on the same record at the same time. So, for example, someone can be entering a placement while someone else is entering a contact note without a problem.
Q: Will the project develop self-help tools for external portal users? Will the project communicate to external portal users that there will be a new portal?
A: The Project is considering approaches to assist portal users along with communications to broadly share the availability of such functionality statewide. No formal decisions have been made on these issues, more information to come in future communications.
Q: What is the plan for completing data bindings for converted forms?
A: Additional information around forms and data binding will be shared at the forms workgroup meeting on Thursday, June 4, 2026. In summary, the vendor team who is working on the conversion effort for forms will ensure that data bindings will be included in this effort.
Q: How will County Help Desk staff be expected to take over support without completing the required training, and will the support transition timeline vary by county based on training schedules? The current plan suggests that County Help Desk support begins in July, yet the CWS‑CARES trainings required for Help Desk staff in Riverside do not begin until August–September.
A: The Project is working on confirming timelines and a plan to support those counties. Once those are available, they will be released through a formal communication.
Q: Will the project hold post Go-Live check points with county help desks during the first few weeks post Go-Live?
A: The Project will provide the option of both over-the-shoulder and virtual support to organizations post Go-Live. Implementation Leads will be coordinating with the organizations directly to understand what works best for them.
Q: How are you planning to consolidate Production Simulation feedback with existing Extended User Scenario Testing (EUST) feedback?
A: All feedback from Production Simulation and EUSTs follows the same process and is reviewed by the same team. All feedback is evaluated collectively alongside all other feedback received.
Q: Why were some users invited to provide Extended User Scenario Testing (EUST) 3 feedback and not invited to Production Simulation?
A: Participation in the current phase of Production Simulation was based on whether users participated in EUST 3. Our goal for this phase was to start with users who are already familiar with the system’s navigation and processes, so they can help validate updates and identify any remaining issues efficiently. Additional phases of Production Simulation will expand participation to a wider tester group, allowing more users to provide feedback as we progress.
Q: Were users contacted for the Extended User Scenario Testing (EUST) 3 items that were categorized as "can't replicate?"
A: Users were contacted to request the additional information needed to accurately triage and prioritize the issue. If no response was received, the item remained categorized as 'Unable to Replicate' because the project team could not reproduce the issue without further details.
Q: Will current feedback items be compared to feedback that was given during previous Extended User Scenario Testing (EUST) periods?
A: Yes, the EUST 3 feedback items have been compared against the feedback submitted during the first two EUST cycles as the Product Team reviewed each item. As part of our analysis, we reviewed the product backlog all three periods to identify recurring themes, confirm whether previously reported issues had been addressed, and assign appropriate determination type for each feedback item. We understand that some items may still appear during Production Simulation. In many cases, these items are already scheduled for updates in upcoming releases, are in progress, or require further validation to ensure the solution meets user expectations. Production Simulation is intended to provide counties with another opportunity to confirm whether previously reported items have been resolved and to surface anything that still needs attention. Our goal is to ensure counties feel heard and that feedback from all EUST cycles is thoroughly considered as we prepare for rollout.
Q: Where can we reach our designated support team?
A: You can contact your support team via the regional office hours posted on our Production Simulation (Prod Sim) Hub.
You can also email your regional support inbox: