Frequently Asked Questions
Implementation
Q: Will there be dedicated support to assist County Admins with configuration?
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.
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: Will instructions be provided on how to open tickets in the new Help Desk service?
A: Yes, we are setting up a Service Desk County Advisory Committee (CAC) to work through the ticketing process and service level expectations. This CAC will include county/project representatives and the focus is operational county and state coordination, incidents and escalations, defect prioritization, business continuity, and knowledge base.
Q: Are the data mapping validation sessions cumulative?
A: No, data mapping validation sessions are not cumulative. Each session reviews a specific set of tables, and counties may attend sessions independently.
Q: How can counties access the Readiness Checklist (Asana)?
A: To access the Readiness Checklist in Asana, please contact your respective Implementation Lead (IL).
Q: Will screening be able to route from clerical that will take a first call to a worker that will do a follow-up call?
A: Yes, there is functionality to indicate if the screening requires a call back.
Q: When will the Production Simulation environment go live?
A: The Production Simulation environment went live on June 8th, 2026. This environment will remain active until CWS-CARES Version 1 goes live.
Q: Will Extended User Scenario Testing (EUST) 3 tester feedback on worker permissions be reviewed and considered for changes prior to Go-Live?
A: The Project team will take all feedback into consideration. Each item of feedback will be reviewed and prioritized by the Project team to identify any critical gaps that would need to be addressed prior to Go-Live, and what can be delivered after to enhance user experience at a later date.
Q: Will there be a "train-the-trainer" approach to get county trainers ready before Go-Live?
A: Yes. Train-the-Trainer (TTT) runs June 15 – August 14, 2026 and prepares county trainers and Super Users to lead training within their own organizations ahead of Go-Live. Each trainer completes foundational, self-paced Salesforce Enablement training beforehand, then attends TTT sessions (estimated up to two weeks, adjusted for prior experience with CWS/CMS and CWS-CARES). Ongoing office hours and a support channel continue through October to keep trainers supported. For questions, contact OTSICWDSTraining@otsi.ca.gov.
Q: How can team members join the Organizational Change Management (OCM) or Training Advisory Workgroups?
A: Participants for the OCM and Training Advisory workgroups were recruited from the regional RUGs meetings. Each region submitted several names to participate. Others interested can contact their Regional Chair through their SPOC in the case that there are future openings.