CARES SPOCs, Technical Contacts, Implementation Coordinators, OCM Coordinators, County Leadership, Tribe Leadership, Probation Leadership, and State Leadership:
We are providing an update on the timing of the CWS-CARES support model transition. The Project previously shared plans to transition several support functions to the new CWS-CARES Help Desk beginning September 30. Following the adjustment of the CWS-CARES V1 Go-Live date to December 7, 2026, this transition will no longer take effect on September 30.
Counties should continue using current support channels, including ServiceNow for Production Simulation (Prod Sim) support, until further notice.
The transition from ServiceNow to Salesforce Service Cloud is now anticipated for late October. Training, guidance, and updated transition details will be shared in advance to help support a smooth transition.
For questions, please contact Customer Relations.
Action Required
Please continue using the current support processes and share this update with appropriate staff.
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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.
Please contact the Customer Relations mailbox for questions.