Frequently Asked Questions
Training
Q: How will new hires receive training for the new system? What happens if induction training for new hires conflicts with CWS-CARES training?
A: If new hires begin before Go-Live, they will be worked into the current training schedule. If new hires are unable to attend Instructor-Led Training (ILT) courses when scheduled, CWS-CARES Training Coordinators will work with organizations to determine next steps.
Q: How will counties handle limited or no training spaces in certain counties?
A: We will discuss the unique needs of each county during the Organization CWS-CARES Training Logistics Planning Meetings.
Q: If counties choose not to select TTTs, will 2 trainers still be deployed per county?
A: CWS-CARES Trainers will deliver Instructor-Led Training (ILT) to all organizations based on the Organization Training Plan. If an organization prefers that CWS-CARES Trainers lead its ILT, the appropriate number of trainers will support the organization.
Q: If counties provide laptops, can Bay Area Academy provide the training space (e.g., Emeryville location)?
A: We will discuss the unique needs of each county during the Organization CWS-CARES Training Logistics Planning Meetings and work with Organizations to determine the best method and locations for training.
Q: If joining another county’s training (e.g., Sacramento), do they have to attend during that county’s weeks?
A: CWS-CARES Training Coordinators will work with organizations that are combining for training to determine the best approach to instruction, including scheduling.
Q: Is there an Admin training module in Train-the-Trainer (TTT)?
A: The Train-the-Trainer (TTT) curriculum mirrors the Instructor-Led Training (ILT) curriculum, which includes an Administrator (Help Desk) course.
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: Is there help desk or service desk specific training?
A: Yes. Service desk/help desk personnel have role-specific On-Demand courses. The recommended audience in the Instructional Design Maps indicates the ILT courses the CWS-CARES Team feels would support this group of people the best. However, you may choose to assign ILT courses that do not indicate service/help desk personnel as the target audience if you feel the content covered aligns with the tasks performed by the individual.
Q: If you are supposed to be in Train-the-Trainer (TTT) should you have already received an email?
A: Yes, please reach out to the Training Mailbox if you did not receive email or CARES 104 access.
Q: Some of us still do not have access to the CARES104 Training Environment to begin the on-demand training.
A: At this time, members who are supposed to have access to the Training environment and participate in on-demand training are members who have been identified as trainers that will be attending the Train-the-Trainer program. If you fall within that category, but do not have access you have two options. First, you can message the Training Mailbox to ensure your access issue is triaged and resolved. Second, there are Train-the-Trainer office hours scheduled multiple times per week that you can join and get real time support to troubleshoot and resolve your access issues.