Client Satisfaction Survey Frequently Asked Questions (FAQ’s)
This FAQ page is intended to help CalWORKs clients understand what the CalWORKs Client Satisfaction Survey entails and what to expect when you receive the survey. Contact the California Department of Social Services (CDSS) with any questions not addressed below.
Participation in the Client Satisfaction Survey is voluntary. Clients CalWORKs benefits will not be affected if they do not participate in the survey.
Q1: What is the Client Satisfaction Survey (CSS)?
A2: The CSS evaluates California Work Opportunity and Responsibility to Kids (CalWORKs) customer satisfaction during, approximately, 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: WTW Orientation, WTW Plan development, and the first SAR-7.
The CSS was developed to help County Welfare Departments gather feedback from their clients on how to better serve them.
Q2: How will surveys be delivered to clients?
A2: The survey will be delivered through Survey Monkey by text or email. Clients will only receive a text or email, not both.
Q3: Besides English, what languages will the survey be offered in?
A3: The survey will be available in Spanish, Russian, Vietnamese, Chinese (Mandarin), Arabic, and Armenian. *These languages are the most commonly spoken languages statements among CalWORKs recipients.
Q4: Will my responses to the survey be confidential?
A4: Yes, all client survey responses will be kept confidential. The County Welfare Departments (CWDs) have policies in place to protect client information. In addition, each CWD has policies in place to ensure that clients cannot be identified through any information posted on a public forum.
Q5: Where can clients get more information about the Client Satisfaction Survey?
A5: Clients may visit the Client Satisfaction Survey website for answers to frequently asked questions. Additionally, clients can send an email to Cal-OARCSS@dss.ca.gov with the subject line: “CSS Client Question” or call the CalWORKs Program Outcomes and Accountability Review (Cal-OAR) main line at (916) 657-2128 to get more information about the Customer Satisfaction Survey (CSS).
Q6: What will my responses to the Client Satisfaction Survey be used for?
A6: The responses to the Client Satisfaction Survey will be used to help County Welfare Departments to improve the CalWORKs client experience throughout their time in the program.
Q7: If clients have suggestions to improve their CalWORKs experience, how can they share their feedback?
A7: The Client Satisfaction Survey will have a question that will ask clients for anything else they want to share with us. This question and its corresponding answer can be used for clients to make suggestions to improve their CalWORKs experience. Clients will also have the option to opt into being contacted by the County Welfare Department to talk about any of their responses to the survey.
Q8: Can clients lose their CalWORKs benefits if they do not participate in the Client Satisfaction Survey?
A8: Participation in the Customer Satisfaction Survey is voluntary. Clients will not have their CalWORKs benefits impacted if they do not participate in the survey.