Access CalSAWS (ACW)

ACW is an IVR system that provides the general public and clients access to automated information via telephone. ACW allows the general public and clients to access to the following information in real-time:

  • General information on programs/services provided by our agency,

    • Exception: CWES and FC-related programs are not accessible through the Automated InfoLine.

  • Office locations and business hours,
  • Up to six (6) months of case information, such as monthly benefit amounts and share-of cost, RRR date and periodic report status (SAR 7/MSR),
  • Request for benefit verifications;
  • Request for replacement Medi-Cal cards
  • Contact information for other services, such as EBT, elderly/child abuse hotlines, healthcare services, WIC and more;
  • FAQ,
  • Connect to a live county representative for additional assistance during office hours.

Enhancements to IVR

For continuing cases, the following case specific information is available after the caller enters a SSN and DOB for an active case member:

  • Status of periodic reports
  • Date and time of annual RRR
  • Program status

For Intake cases, the caller is routed directly to the assigned EW.

Cisco Desktop Agent (CAD)

With the DEBS Call Center IVR enhancement, the CAD has been updated to display the following caller information:

  • Case name and CalSAWS case number
  • Daytime phone Number
  • Case language
  • Case mailing address
  • Task

Languages

ACW is available in English, Spanish, Cantonese, Vietnamese and Farsi.

Case Flags

Clients can request that their case information be unavailable in the IVR system without having a DV or Confidential case. Two Case Flags, “Prevent ACCESS/IVR Retrieval” and “Prevent Benefits CW Retrieval,” are available in CalSAWS to prevent the playback and display of case specific information when calling the 24-Hour Automated Infoline or when accessing BenefitsCal, respectively.

PIN Requirement

Clients will be required to enter a 4-digit PIN to access their case information. Their case number will also be required as a secondary identifier for all PIN set-ups and resets. Thereafter, they will be required to enter both the SSN and PIN when accessing their case information. The PIN is an additional security measure to protect client information. Clients will have the option to transfer to Phone Support staff if they have questions regarding the PIN requirement, if they are having difficulties in setting up a PIN or if they enter their PIN incorrectly after three (3) attempts. Phone Support staff must be sure to verify client’s information prior to answering any case related questions; however, Phone Support staff will not be able to create, change, or reset PINs.

Related Topics

Communication Systems Overview