Frequently Asked Questions
Process Information Session (PIS)
Q: How did the Project determine that referral work takes about 30 minutes, and will there be a walkthrough of that process?
A: In general, processing referrals in CWS‑CARES is expected to take roughly the same amount of time as in CWS/CMS. Staff considered 'expert' in CWS/CMS ran multiple referral scenarios to establish a time estimate: staff considered 'novice' in CWS/CMS completed the minimum requirements in about 30 minutes, and expert staff completed them in less time. The Project team is currently working to schedule walk-through sessions with Fresno and Los Angeles Counties to demonstrate the Hotline functionality, highlight recent enhancements to the Search tool, and gather additional feedback.
Counties later identified that search functionality contributed to concerns about overall processing time. In response, the Project has implemented improvements to search functionality. For more information on improved search functionality, see here.
Q: What should counties expect from the Version 1.0 (V1.0) September Production Simulation release, and will they be able to test the new functionality?
A: Counties can expect the September V1.0 Production Simulation release to include a set of upcoming fixes that OTSI is currently compiling and preparing to share. This will give counties a clear understanding of what changes are included and what they should look for during testing.
Once a bug, defect, or story has been fixed, release notes will be updated so counties know when to go back in and retest the functionality. This provides counties with a clear feedback loop and ensures they can validate the new behavior as part of the Production Simulation release.
Q: Where can I find more information on when each workaround will be replaced by full system functionality?
A: Weekly release notes will include which functionality is being released and any workarounds that are being retired. To access the release notes, log into the System Updates & Release Notes page of the Production Simulation Hub.
Q: Where can I find more information on when each workaround will be phased out or no longer needed?
A: Weekly release notes will include which functionality is being released and any workarounds that are being retired. To access the release notes, log into the System Updates & Release Notes page of the Production Simulation Hub.
Q: Will step‑by‑step instructions, including screenshots, be provided for each workaround scenario?
A: A list identifying all workaround scenarios was provided at the in-person CWDA/County Leadership/Project meeting on August 14, 2026. Screenshots and step‑by‑step instructions for each of the 82 workarounds was released to counties on September 4.
For full details, log into the System Updates & Release Notes page of the Production Simulation Hub and access the CWS-CARES Interim Workaround Guidance document.
Q: Will a written document be provided that explains all workaround scenarios?
A: A list identifying all workaround scenarios was provided at the in-person CWDA/County Leadership/Project meeting on August 14, 2026. Screenshots and step‑by‑step instructions for each of the 82 workarounds was released to counties on September 4.
For full details, log into the System Updates & Release Notes page of the Production Simulation Hub and access the CWS-CARES Interim Workaround Guidance document.
Q: Will the process for case assignments for Eligibility Workers remain the same, or will the system be configured to assign cases to workers?
A: CWS-CARES will not change how counties assign work. Counties will continue to use their existing business processes for assigning cases to CWS-CARES Eligibility Resources or to CalSAWS Eligibility Workers.
Q: For any processes that haven't been fully developed yet, will there be additional process maps and additional sessions?
A: Yes, as additional functionality is developed, the Project will provide updated process maps, documentation, and future Process Information Sessions to support counties.
Q: Eligibility requires other forms that are not generated in CWS-CARES. Is there an upload feature to submit those forms to CalSAWS or will we have to send them separately?
A: Yes, CWS-CARES does have an upload feature to submit forms the Eligibility Record even if that form was not generated in CWS-CARES. The CWS-CARES Worker should make sure the File Name of the document explains what it is when uploading (e.g. Rate Approval Document).
Q: Will you distribute the maps and other materials from the Process Information Sessions?
A: Yes, the process maps, presentation materials, and other supporting resources will be made available on the CWS-CARES Implementation Portal following the session.