Frequently Asked Questions
Implementation Readiness Meetings
Q: When will feedback submitted by counties be reflected?
A: Feedback is tracked and prioritized by the Product Team. There may be some system limitations, and enhancements may be added after V1 Go-Live.
Q: What is the onboarding process for new users to access CWS-CARES? Will it be the same as was with CWS-CARES-Live?
A: After Go-Live County Admins will have permissions to add/update/inactivate users. The CWS-CARES Okta Team is currently working through an integration process to connect CWS-CARES Okta to the organization's security process. [Riverside has completed the integration process] For organizations that participate in integration their users will experience a single sign on experience that is managed on the organization side through their administrative processes.
Q: Can additional counties be added to those receiving direct daily data extracts from CWS-CARES?
A: The data extract scope for CWS-CARES V1 is limited to counties that are receiving extracts directly from CWS/CMS today. Counties not currently receiving CWS/CMS mainframe extracts are not in scope for the current CWS-CARES data extract efforts.
Q: What can be searched using the CWS-CARES search bar, and how does the system handle searches when the spelling of a name or address is uncertain?
A: The search bar allows user to search addresses, persons, parents, mandated reporters, etc. The search feature uses Salesforce technology which "gets smarter" with more frequent use- commonly searched terms will begin to auto-populate and if you type the first few letters of a term, it will begin to offer suggestions over time.
Q: Is there going to be any capacity for CWS-CARES to line to any phone systems (i.e., will CARES interface with phone lines)?
A: No. This is not in the scope of CWS-CARES V1 or V2.
Q: Will the system time stamp work completed in the system that supervisors can review?
A: CWS-CARES V1 will include a repository of completed work, with date and time of completion. CWS-CARES V1 will also support supervisor review and approval workflows. The CWS-CARES Data Infrastructure (CDI) will record all data changes (create, update, and delete transactions) to support supervision, auditing, and analytics.
Q: After the initial hotline report is completed, what does a worker do if/when they receive new information ?
A: If the initial screening has been submitted for approval to the supervisor (and not yet approved), the worker can "recall" the screening to add any additional information. If it has already been approved by the supervisor the information can be added to the Investigation if the user has the appropriate permissions or routed to the assigned worker.
Q: How will CWS‑CARES track referral history and provide KPIs that show when a referral was sent to a supervisor, how long the review took, and whether it was returned for edits or closed, so we can accurately assess 45‑day compliance and supervisor performance?
A: CWS-CARES will maintain historical data for each referral. In addition, KPIs (key performance indicators) will be available for a variety of activities.
Q: In the screening module, can you indicate if the referral for abuse is evaluated out?
A: Yes, Evaluate Out is one of the Response Types in the Screening flow.
Q: Is October 2026 a realistic date for CWS-CARES Version 1 Go-Live?
A: Based on the product roadmap and timeline of readiness activities, CWS-CARES project leadership believes October 2026 to be a realistic date for Go-Live.