Client Satisfaction Survey Frequently Asked Questions (FAQ’s)
This FAQ page is intended to help CalWORKs participants understand what the CalWORKs Client Satisfaction Survey (CSS) entails and what to expect when you receive the survey. Contact the California Department of Social Services (CDSS) with any questions not addressed below by emailing Cal-OARCSS@dss.ca.gov or by phone at 1-888-445-1955.
Participation in the Client Satisfaction Survey is voluntary. Participants’ CalWORKs benefits will not be affected if they do not participate in the survey.
Q1: What is the Client Satisfaction Survey (CSS)?
A1: The survey evaluates California Work Opportunity and Responsibility to Kids (CalWORKs) customer satisfaction around the first six-months of time on CalWORKs aid. There are three surveys within the six-month period which are tied to the following program milestones: Welfare to Work (WTW) Orientation, WTW Plan development, and the first Semi-Annual Report (SAR-7).
The survey was developed to help County Health and Human Services Departments gather feedback from their participants on how to better serve them.
Q2: How will surveys be delivered to participants?
A2: The survey will be delivered through Survey Monkey by text or email. Participants will only receive the communication option they selected (via text, email, or automated phone call message).
Q3: Besides English, what languages will the survey be offered in?
A3: The survey is available in Spanish, Russian, Farsi, Vietnamese, Chinese (Mandarin), Arabic, and Armenian. These are the most spoken languages among CalWORKs recipients.
Q4: Will my responses to the survey be confidential?
A4: Yes, all survey responses will be kept confidential and private. The County Health and Human Services Departments (CHHSDs) have guidelines in place to protect participant information. In addition, each CHHSD also takes steps to make sure that participants cannot be identified through any information posted publicly.
Q5: Where can participants get more information about the Client Satisfaction Survey?
A5: Participants may visit the Client Satisfaction Survey website for answers to frequently asked questions. Additionally, participants can email Cal-OARCSS@dss.ca.gov with the subject line: “CSS Client Question” or call 1-888-445-1955 to get more information about the survey.
Q6: What will my responses to the Client Satisfaction Survey be used for?
A6: The responses to the survey will be used to help County Health and Human Services Departments improve the CalWORKs participant experience throughout their time in the program.
Q7: If participants have suggestions to improve their CalWORKs experience, how can they share their feedback?
A7: The survey will have a question that will ask participants if they have anything else they want to share with us. This question and its answer can be used for participants to make suggestions to improve their CalWORKs experience. Participants will also have the option to choose if they want to be contacted by their County Health and Human Services Department to talk about any of their responses to the survey.
Q8: Can participants lose their CalWORKs benefits if they do not participate in the Client Satisfaction Survey?
A8: No, participation in the survey is optional and not required. Participants will not lose their CalWORKs benefits if they do not participate.
Q9: When will participants receive their incentive?
A9: Taking the survey makes participants eligible to receive the incentive and it is up to the county’s discretion when and how the incentive is distributed.
Q10: Can participants take the Client Satisfaction Survey more than once?
A10: Yes, because participants receive the survey after completing any of the program’s milestones, the Welfare to Work (WTW) Orientation, WTW Plan development, or the first Semi-Annual Report (SAR-7), a participant may receive and take the survey more than once for each milestone. However, participants cannot complete the survey more than once for the same milestone.