CIBHS is currently coordinating data collection for the
California Consumer Perception Survey. The resulting information
is used to evaluate programs and to fine-tune services to ensure
the best outcomes for consumers and families.
The CPS Spring survey period will be open from June 22, 2020 -
June 26, 2020.
Counties may use both the online survey tool and another method
of data submission (direct submission to DHCS or paper submission
to CIBHS. CIBHS will merge all data into the statewide dataset,
and counties will be able to download their full dataset from the
DHCS Application Portal after survey processing is complete.
CIBHS is required to submit the final statewide dataset to DHCS
by September 14, 2020. We respectfully request that counties
submit paper data to CIBHS for processing by July 15, 2020 to
help us meet that deadline. We also appreciate notification of
data submitted directly to the DHCS Application Portal so we can
retrieve it in a timely fashion.
Paper surveys are available in the following languages: English,
Arabic, Chinese, Hmong, Russian, Spanish, Tagalog, and
Online surveys are available in the following languages: English,
Arabic, Chinese, Hmong, Russian, Spanish, Tagalog, Vietnamese,
Armenian, Farsi, Khmer, and Korean.
Instructions: Use Online Surveys to Allow Consumers/Family Members to Submit Surveys to CIBHS
Online surveys are intended to be completed by the person receiving services or their family member and submitted directly to CIBHS, with help if they need it. Data entered into the online surveys comes directly to CIBHS and will be incorporated into the county’s overall dataset. Online surveys can be accessed via link or QR code.
Links and QR codes will only be active during the survey period from June 22-26, 2020, but they can be distributed prior to the survey period.
Counties should mail paper surveys to CIBHS for processing as
soon as possible after the completion of the survey period.
Providers should return paper surveys to counties rather than
submitting directly to CIBHS. CIBHS requests that counties send
completed forms to CIBHS by Wednesday, July 15. While CIBHS will
make every effort to process all forms, forms received later may
not be processed. Please contact Samantha Spangler at firstname.lastname@example.org if you will
be unable to submit your forms by July 15, 2020.
Please DO NOT tri-fold surveys or put in individual envelopes;
they do not need to be packaged individually as long as they are
in a secure box. In order to comply with Health Insurance
Portability and Accountability Act and other privacy laws, steps
must be taken to ensure secured shipping of surveys to CIBHS.
When shipping surveys to CIBHS please package the surveys in a
way that will safeguard personally identifiable information. The
use of new boxes is encouraged rather than previously used boxes.
Also, be sure to tape the box around the lid and base as this
helps prevent damage during shipping. This also applies to
envelopes. Damage to a box or an envelope during shipping can
result in a breach of client confidentiality. An instructional
video on how to package boxes and envelopes for shipping is
posted here https://www.cibhs.org/pod/instructions-how-package-your-surveys
Surveys should be mailed to the following
California Institute for Behavioral Health Solutions
2125 19th Street, 2nd Floor
Sacramento, CA 95818
Attn: Samantha Spangler
The forms will be sent back to the county once they are scanned.
Please ensure that the return address is a valid address to
receive the forms back, or enclose a letter or memo that
indicates where and to whom the forms should be returned.
Please click on the appropriate survey title you wish to access
and then download the appropriate survey forms.
To upload data, you will need to be designated as a User in the
Application Portal. Each county has two Approvers who can add
Users to the Application Portal. Contact CPSSupport@dhcs.ca.gov if you
need to find out who your county’s Approvers are.
Instructions for navigating the DHCS Application Portal are
A: No. Counties and providers are encouraged,
but not required, to try the online data collection process. You
can continue to submit electronic data directly to DHCS via the
Application Portal or paper data to CIBHS for the Spring 2020
Q: Are CSI County Client Numbers (CCNs)
A: CCNs are required for paper surveys, as they
are necessary to batch the surveys for scanning.
For online surveys, in light of COVID-19 and in order to obtain
as much data as possible, DHCS is encouraging counties to obtain
and enter the CCN from all participants. However, DHCS recognizes
this may be an added burden during the pandemic, and will
temporarily permit submission of zeros in the CCN field. For
future survey periods, the CCNs are required and the field will
need to contain valid CCNs.
CCN data was meant to be linked to the service information for
each client and we will lose that important connection if the CCN
requirement were to be relaxed indefinitely. This survey is meant
to be confidential only, not anonymous.
Q: Can consumers and family members receive help
from county or provider staff to complete the survey?
A: Yes, counties and providers may help
consumers and family members complete the survey. Be sure to
provide help in a manner that ensures the consumer or family
member can answer the survey openly and honestly, and that they
mark the question at the end of the survey indicating who helped
them complete it.
Q: Is it possible to save the online survey and
return to complete it later?
A: Yes, this is possible. Individuals can click
“Save and Continue Later” and follow the instructions provided to
complete the survey at a later time.
Q: How can we give the link to clients for the
A: The link can be provided via email, or you
can direct clients to access the survey directly from CIBHS’
website. Additionally, the QR code can be displayed on screen
during a telehealth visit and clients can scan the code to access
Q: Are the online surveys secure? Can we send
them via email?
A: Yes, the online surveys are secure and CIBHS
has a Business Associate Agreement with the survey provider to
ensure the data is protected. The links themselves are fine to
email – only the data entered into the surveys is confidential.
Q: Is CPS anonymous?
A: No. CPS is confidential, but not anonymous.
The data is intended to link to client’s service information to
support improving the services offered.
Q: Can the surveys be customized by county? Can
counties add questions?
A: Not at this time. However, the three spaces
for optional county questions are included and counties can
provide clients with guidance on how to complete those questions
to address specific items for your county.
Q: Are online surveys considered complete if
clients only answer a few questions?
A: Online surveys are considered complete when
the individual clicks the “Submit” button. The only two required
items are the County and CCN fields.
Q: How will we know who has completed the online
A: CIBHS will send daily emails during the
survey period to the each County’s CPS contact person(s). Those
emails will contain the total number of surveys, number of
surveys per day, and number of surveys per Reporting Unit (if
applicable). Please contact Samantha Spangler (email@example.com) and
Faazreen Mohammed (firstname.lastname@example.org) to be added
to your County’s contact list.
CIBHS is not able to notify non-County providers directly or to
provide the specific individuals who have submitted an online
survey. That data will be available through the DHCS Application
after all surveys are processed.
Q: How can we access our data?
A: Counties can access their data through the
DHCS Application Portal (https://portal.dhcs.ca.gov/)
after all surveys are processed (September-October 2020).
Providers should contact the Counties whose clients they serve to
access their data.
Q: What equipment is needed to access the online
surveys? Which browsers work best?
A: Online surveys can be accessed from many
devices, including desktops, laptops, tablets, and mobile
The online survey is designed for use on the following browsers:
Internet Explorer v11.0 and above, Firefox v38.0 and above,
Google Chrome v40.0 and above, Microsoft Edge v20.0 and above,
and Safari v5.0 and above.
Q: What should we do if a client does not have
access to the internet?
A: The online survey does require internet
access to complete. If a client does not have access to the
internet, you can either provide them a paper survey or enter an
online survey on their behalf by marking “Other” as their reason
for non-completion. You may also have someone with an internet
connection help them complete the survey, but make sure the
client is able to answer the survey openly and honestly with the
person helping them and that the question at the end of the
survey about help is marked.
Q: The survey link isn’t working for me. What
can I do?
A: Some county or provider firewalls may block
access to the survey from their network. There are a few things
you can do to work around this problem:
Work with your county or provider IT services to allow access
to the survey.
Access the survey from a phone or computer at home. Consumers
and family members accessing the survey from home should not
experience firewall issues.
Complete a paper survey and send to CIBHS for processing.
Q: Will the final dataset show which surveys
were paper and which were submitted online?
A: Not at this time. The DHCS database does not
contain a field to designate the manner in which data was