Frequently Asked Questions
Implementation
Q: Are the Training Open Office hours the same as the Office Hours being held for EUST 3?
A: The office hours are different for EUST as they are slated for individuals who are enrolled in participating in EUST 3 whether that be admin, general, or report. The Training Office Hours are specific to answering county questions about the Training Curriculum Assignments for the planning of virtual instructor-led training for CWS-CARES V1 Go Live.
Q: Has the Go-Live Support Group been replaced, and what should counties know about the transition?
A: The Service Desk County Advisory Committee (CAC) now replaces the Go-Live Support Group. To maintain continuity, the February 3rd announcement suggests that counties include their former Go-Live Support members if they choose to participate in the Service Desk CAC.
Q: Is there a specific number of participants expected during Production Simulation?
A: All counties are expected to engage in Production Simulation. The state is working on getting an All County Letter (ACL) that will outline that guidance. We will continue to communicate about this through all county channels.
Q: After Go-Live, will there be a procedure manual on how to use CWS-CARES?
A: Yes, we are continuing to work on plans for training; there will be a Procedure Manual with "Cheat Sheets" that you can utilize as you're training.
Q: What is the actual planned start date in October 2026?
A: The planned go-live date for CWS-CARES is October 26, 2026. This is subject to final readiness approval by the CWS-CARES Board of Directors.
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: Will the CWS-CARES project provide guidance on which permissions users will need for Production Simulation?
A: Guidance will be provided as to what various CWS-CARES users will need for permissions in Production Simulation.
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: When will the legacy data layer be available?
A: The Legacy Data Layer is available in CWS-CARES environments. Documentation is included in the CWS-CARES Data Dictionary and SqlDBM. County Developers have access to this in CARES102 (CountyDev) and this feature will be included in the Production Simulation environment once this is made available to the counties.
Q: Can more than one user be on the same case to check case status?
A: CWS-CARES has capability for multiple people to work on a case at the same, as long as they are not working on the same record simultaneously. But concurrent changes to the same case on different record fields will be saved.