Frequently Asked Questions
Q: Is there going to be any capacity for CWS-CARES to line to any phone systems (i.e., will CARES interface with phone lines)?
A: No. This is not in the scope of CWS-CARES V1 or V2.
Q: What can be searched using the CWS-CARES search bar, and how does the system handle searches when the spelling of a name or address is uncertain?
A: The search bar allows user to search addresses, persons, parents, mandated reporters, etc. The search feature uses Salesforce technology which "gets smarter" with more frequent use- commonly searched terms will begin to auto-populate and if you type the first few letters of a term, it will begin to offer suggestions over time.
Q: What if there are two or more allegations at screening?
A: Multiple allegations can be added to an individual screening for each alleged victim. There can also be additional allegations added during the Investigative phase.
Q: Will the system time stamp work completed in the system that supervisors can review?
A: CWS-CARES V1 will include a repository of completed work, with date and time of completion. CWS-CARES V1 will also support supervisor review and approval workflows. The CWS-CARES Data Infrastructure (CDI) will record all data changes (create, update, and delete transactions) to support supervision, auditing, and analytics.
Q: After the initial hotline report is completed, what does a worker do if/when they receive new information ?
A: If the initial screening has been submitted for approval to the supervisor (and not yet approved), the worker can "recall" the screening to add any additional information. If it has already been approved by the supervisor the information can be added to the Investigation if the user has the appropriate permissions or routed to the assigned worker.
Q: How will CWS‑CARES track referral history and provide KPIs that show when a referral was sent to a supervisor, how long the review took, and whether it was returned for edits or closed, so we can accurately assess 45‑day compliance and supervisor performance?
A: CWS-CARES will maintain historical data for each referral. In addition, KPIs (key performance indicators) will be available for a variety of activities.
Q: Will visitation track if someone reschedules?
A: Yes, it can tracked when visitation is rescheduled. “Rescheduled” is one of the reasons that the user can select in the Visit Log (list of visits).
Q: Will screening be able to route from clerical that will take a first call to a worker that will do a follow-up call?
A: Yes, there is functionality to indicate if the screening requires a call back.
Q: Will there be training for Tableau?
A: Yes, technical Tableau training will be provided to those who are migrating the current reports and extracts (e.g., Business Objects, Other Org Reporting Tools) to Tableau, and/or participating in post go-live Organizational level Tableau report and extract development.
Q: Will Enhanced Case Management the referenced form somehow be addressed/supported in CWS-CARES?
A: Version 1 of CWS-CARES will support existing functionality in CWS/CMS. New legislative mandates will be addressed in CWS-CARES version 2 and beyond.