Frequently Asked Questions
Stakeholder Briefing
Q: Is there a limit to the number of Health and Education Passports (HEPs) that can be created and kept in CWS-CARES?
A: No, there is no limit. The document list shows the date and time of each document, allowing the user to see HEPs generated on different dates and at different times.
Q: Can multiple people chart in CWS-CARES at the same time?
A: Yes, as long as they are not performing exactly the same process. CWS-CARES treats the areas as separate records.
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 the project hold post Go-Live check points with county help desks during the first few weeks post Go-Live?
A: The Project will provide the option of both over-the-shoulder and virtual support to organizations post Go-Live. Implementation Leads will be coordinating with the organizations directly to understand what works best for them.
Q: How are you planning to consolidate Production Simulation feedback with existing Extended User Scenario Testing (EUST) feedback?
A: All feedback from Production Simulation and EUSTs follows the same process and is reviewed by the same team. All feedback is evaluated collectively alongside all other feedback received.
Q: Why were some users invited to provide Extended User Scenario Testing (EUST) 3 feedback and not invited to Production Simulation?
A: Participation in the current phase of Production Simulation was based on whether users participated in EUST 3. Our goal for this phase was to start with users who are already familiar with the system’s navigation and processes, so they can help validate updates and identify any remaining issues efficiently. Additional phases of Production Simulation will expand participation to a wider tester group, allowing more users to provide feedback as we progress.
Q: Were users contacted for the Extended User Scenario Testing (EUST) 3 items that were categorized as "can't replicate?"
A: Users were contacted to request the additional information needed to accurately triage and prioritize the issue. If no response was received, the item remained categorized as 'Unable to Replicate' because the project team could not reproduce the issue without further details.
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 the Production Simulation environment have Foster Care Eligibility and Determination (FCED)/CalSAWS interface capability for testing/viewing?
A: Yes, the Foster Care Eligibility Determination (FCED) interface between CWS-CARES and CalSAWS will be available in the Production Simulation environment for all necessary testing and validation.
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.