CWS/CMS Operational Support
Client: County of San Bernardino
Partner: CWS/CMS Support Services
• Software & Hardware Support
• Field Enablemen
E.K Associates supported San Bernardino County’s Department of Children’s Services by delivering onsite technical operations services for the statewide Child Welfare Services/Case Management System (CWS/CMS). Our team operated across seven county locations, serving as the central point of support for end-users, infrastructure dependencies, and software use in daily child welfare operations.
Through hands-on troubleshooting, workflow support, and issue resolution, we helped frontline staff maintain system access, resolve technical barriers, and sustain continuity of services for at-risk children and families.
The E.K Advantage
Single Point of Accountability for System Support
We acted as the designated SPOC, ensuring users had a streamlined path to resolve functional and technical challenges.
Field-Ready Support Model
Our onsite presence enabled faster response, reduced ticket friction, and improved support visibility across county offices.
Issue Intelligence & Readiness Tracking
We centralized user issues into knowledge and ticket repositories, providing patterns for improvement and escalation insights.
Key Features & Work Performed
Application & Infrastructure Support
* Delivered hands-on troubleshooting for CWS/CMS application performance and use
* Supported related client/server applications, workstations, and connectivity needs
Issue Resolution & Service Continuity
* Managed technical issues impacting caseworkers and supervisors
* Served as the single point of contact for all escalations
Support Tracking & Knowledge Capture
* Maintained incidents within a centralized support tracking system
* Enabled trend analysis to drive future improvement
Impact Delivered
✔ Faster resolution of technical barriers affecting child welfare operations
✔ Improved continuity of service through reliable onsite system support
✔ Stronger user confidence and reduced downtime
✔ Better insights into recurring issue trends and improvement opportunitiess
