Frequently Asked Questions
Resources
Q: How will County Help Desk staff be expected to take over support without completing the required training, and will the support transition timeline vary by county based on training schedules? The current plan suggests that County Help Desk support begins in July, yet the CWS‑CARES trainings required for Help Desk staff in Riverside do not begin until August–September.
A: The Project is working on confirming timelines and a plan to support those counties. Once those are available, they will be released through a formal communication.
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: 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: Where can we reach our designated support team?
A: You can contact your support team via the regional office hours posted on our Production Simulation (Prod Sim) Hub.
You can also email your regional support inbox:
Q: Will Production Simulation include all aspects of CWS-CARES Version 1 (CARES V1)?
A: All CARES V1 functionality will be available in Production Simulation, including:
- Reporting
- Intake & Investigations
- Case Management
- Courts
- Resource Family Home (RFH)
- Resource & Provider Management
- Financial Management
- Eligibility
Converted external systems data will be integrated as it becomes available.
Q: Can counties use offshore resources for forms development activities?
A: Counties should consult their county counsel to determine whether offshore resources may be used based on their specific circumstances. While CDSS cannot provide county-specific legal advice, counties should consider the following:
- Offshore resources should not have access to production data
- Any agreement or contract for these services should be with an entity located in the United States, preferably California.
Q: Where can counties receive CWDS website login support?
A: If counties are in need of CWDS Website log-in support, please contact Customer Relations.
Q: How can I access the Process Information Sessions recordings and meeting materials?
A: You can find Process Information Session recordings and meetings here: CWS-CARES Process Information Session Materials.
Note: You must log in to the Implementation Portal using your county/organization email address to access these files.
Q: Will CWS-CARES training be instructor-led and in-person or video-based, and will CDSS provide proctors with knowledge of CWS-CARES?
A: CWS-CARES training is offered through both instructor-led sessions (in-person and virtual) and self-paced online (Salesforce Enablement) courses. All Project-provided training resources will be virtual.
Knowledgeable proctors will be available. Project-provided Proctors will participate in Train-the-Trainer to prepare for supporting statewide CWS-CARES Version 1 (CARES V1) training and will be backed by a Training Support Hub staffed with Senior Trainers to address more complex questions. For more information, contact OTSI CWDS Training.
Q: Would we be able to use CWS-CARES allocations to make purchases?
A: CWS-CARES funding allocations can only be utilized for participation pertaining to CWS-CARES design, development, and implementation activities. This funding does not include merchandise. Please refer to the California Department of Social Services ACL 23-62 and CFL 23/24-03 for more information.