On February 14, 2019, the CIS Ombudsman Staff, Carrie Anderson and Allison Posner, held a teleconference regarding changes in the USCIS applicant support services. There have been updates to the USCIS Contact Centers, the InfoPass system, and the myUSCIS online portal.
Formerly called the National Customer Service Center, USCIS Contact Centers are a resource available to answer questions and to open service requests. The Contact Centers provide live assistance, online tools and at some offices, InfoPass appointment scheduling. Reach out to a USCIS Contact Center here or call 1-(800)-375-5283.
When you call the USCIS Contact Center, you will first hear an automated voice response system. This system can help you find general information, but if your issue is not addressed, the system will connect you with a Tier 1 Contact Center Customer Service Representative. These representatives can provide more specific case information and have the ability to open a service request. If the Tier 1 representative cannot to resolve your issue, they will transfer your call to a Tier 2 Immigration Services Officer. You will likely not be able to talk to them right away, but they will generally call back in 1-2 hours. If you still need assistance, you can request to speak with a Tier 2 Supervisor, who can to contact USCIS field offices and the National Benefits Center.
InfoPass is a free online tool that allows you to schedule an appointment with a USCIS immigration officer. USCIS recently piloted a new program that eliminates self-scheduling and mandates that stakeholders schedule appointments through the USCIS Contact Center. This was successful in reducing unnecessary appointments and increasing efficiency, so USCIS plans to implement this program to all local field offices before the end of 2019.
Under this new program, you must first call the USCIS Contact Center to make an appointment. You will be greeted by an automated voice response system, and must request to speak with a Tier 1 representative. If the Tier 1 representative believes that an InfoPass appointment is appropriate for your issue, they will transfer the issue to a Tier 2 officer. Tier 2 officers will likely call back in 1-2 days and work with you to schedule an appointment. Appointments usually take place 4-5 days after your call-back.
Examples of issues that qualify for an InfoPass appointment include proof of status, Advanced Parole requests, DACA, Parole in Place (PIP), Satisfactory Departure, Proof of Status, ADIT stamps, and ELIS application needs.
The myUSCIS online portal helps applicants, petitioners, and attorneys understand the status of their application or petition. It also provides tools and resources for navigating the immigration process such as a case status online tool and a processing times webpage. It also allows stakeholders to file certain forms online: the I-90, N-336, N-400, N-565, N-600, N-600K and Form G-28. If you submit paper filings, you can still access information via myUSCIS; your case status and information regarding notices will be available.
This blog post does not serve as legal advice and does not establish any client-attorney privilege. If you have any questions, please do not hesitate to contact our legal team directly.
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This information comes from a news release from the American Immigration Lawyers Association (AILA Doc. No. 19030140).