Frequently Asked Questions
Resource Management
Q: Given the issues with unreliable search and record‑management functions, including duplicate results and limitations with merge/unmerge, what progress has been made to address these problems?
A: The unmerge workflow is currently under development. This work was previously dependent on onboarding the new Service Desk vendor; however, due to contracting timelines, the Project has moved forward with development of the technical components of the unmerge workflow.
Technical testing will be completed, and the timing will be confirmed. Once the new Service Desk vendor begins onboarding in early October, the Project will work with the vendor to validate the end-to-end unmerge ticketing process, including routing, assignment, notifications, and the ability to support the targeted 48-hour SLA.
The Project deployed additional enhancements and refinements to the Civica Search tool in the Production Simulation environment at the end of August 2026, including enhancements to the “AND/OR” search criteria. The Project continues to refine search functionality based on testing results and county feedback.
Q: If a service provider is not listed locally, can users manually enter them, and where does a county's provider list originate?
A: In each health record, CWS-CARES asks whether the provider is in the Resource Management Directory. If not, the user can manually document the provider information; however, that information will not be added to the Resource Management Provider Directory. To change the Resource Management Provider Directory, the user would work with their County Single Point of Contact (SPOC).
Q: What is the process for administrators transferring a worker from one office and unit to another where the worker will retain their existing caseload?
A: A user must be added to the new unit in the new office and then end dated from the previous office. The bulk transfer process can then be used to move the entire caseload.
Q: Can additional addresses be added to an Office in CWS-CARES?
A: Yes, additional addresses can be added to an office.
Q: How will Resource Family Approval (RFA) Applicants be categorized in CWS-CARES V1? Will they remain separate or become part of the Person record?
A: RFA Applicants will be put in as Category 1 people, and they will become part of the Person record.
Q What is the plan for CARES-Live (Snapshot, Facility Search, and Child and Adolescent Needs Strengths (CANS) Assessments) once CWS-CARES goes live?
A: Upon the launch of CWS-CARES, the following details will be converted and available in CWS-CARES:
- CARES-Live Snapshot data: Migrated from CWS/CMS.
- CARES-Live Facilities data: Migrated from LIS/FAS and CWS/CMS.
- CARES-Live CANS data: Migrated and integrated with the CMA/P-CIS interface.
Q: Can the tribal information in Resource Management directory (for example, Tribe name changes etc.) be edited by the counties or is this going to be a state only functionality?
A: Only approved state personnel are allowed to view/edit a Tribe Organization in CWS-CARES.
Q: I believe in one of the CWS-CARES meetings we were shown a demonstration that would allow us to look up the current facility roster that shows the children placed in a specific facility. Can you confirm whether that is accurate?
A: Yes, users can see a list view of currently placed children and list of historical placements.
Q: Can you please provide more information about the tiered rate structure rollout in CWS-CARES?
A: CWS-CARES has finalized development of stories to capture Child and Adolescent Needs and Strengths Assessment (CANS) assessment results, translate them into the appropriate tiered rates, and allow counties to select and apply those rates for children.
Testing with CalSAWS will occur later, as CalSAWS is still building its Tiered Rate System (TRS) functionality. CWS-CARES will automatically translate CANS results into an applicable tier based on the CDSS Decision Support Model, and counties will be able to send those tiered rates to CalSAWS for payment processing.
The timeline for when TRS-related functionality will be available for user testing is currently being finalized, and the Project will notify counties once that information is confirmed.
Q: What is in scope in regards to Family Finding for CWS-CARES (a genogram, search capabilities, more detailed ways to document)? Some counties use Connect Our Kids", but it's challenging to know if it will be a duplication of efforts without knowing all the components involved.
A: Based on CWS-CARES's Scope Summary, Family Finding (including genogram, search capabilities, and documentation upload) is in scope for CWS-CARES V1. The search functionality is limited and other systems like "Connect Our Kids" will likely perform more in-depth searches.