CARES SPOCs, Technical Contacts, Implementation Coordinators, OCM Coordinators, County Leadership, Tribe Leadership, Probation Leadership, and State Leadership:
This is the August 3rd update regarding CWS-CARES Technical Environments and additional updates as we track toward our CWS-CARES Version 1 Go-Live on October 26, 2026.
We are providing these two documents:
- CWS-CARES Support Model: CWS-CARES_Support_Model_Fact_Sheet_-_ACC.pdf
- CWS-CARES Release Notes – August 3, 2026: 080326_CWS-CARES Release Notes - ACC.pdf
The CWS-CARES Support Model outlines available support channels, contacts, and resources for staff. To ensure comprehensive assistance, multiple support channels are available depending on which area of the system you are using.
CWS-CARES Release Notes - August 3, 2026 details the current system status, features, and known limitations across technical environments. This guide highlights recent updates and outlines what to expect from overall system performance. Please note that this attachment is a living document.
We acknowledge how critical this information is to your planning, and we remain fully committed to partnering with you to ensure a smooth transition. Thank you for your ongoing commitment to preparing your teams for the V1 Go-Live.
Action Required: Please contact Customer Relations for questions.
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Security Protocols for Prod Sim Case Data
The Prod Sim environment contains converted CWS/CMS cases reflecting actual system data as of April 17, 2026. Because this includes real, sensitive Personally Identifiable Information (PII), all case information must be strictly protected or redacted.
To protect CWS-CARES case data, please follow these important security guidelines when working with our support teams:
- Redact Ticket Info: Do not send Protected Health Information (PHI), PII, or confidential case details to the Service Desk via email or ticket. Sensitive and confidential data cannot be stored in the ticketing system.
- Secure Screen Shares: During support-requested screen shares, limit attendees to essential personnel only. Recording of sensitive information is strictly prohibited.
- Consult for Tier 3 Transfers: If Tier 3 support needs sensitive data, use secure transmission methods. Contact your county Privacy Officer or the CWDS ISO if you need assistance with secure routing.
We appreciate your dedication to protecting the safety and privacy of vulnerable children and families while we work together to support your needs.