Changes in USCIS Applicant Support Services

On February 14, 2019, the CIS Ombudsman Office held a teleconference pertaining to changes in the USCIS applicant support services. The initiative to change the way USCIS provides support services to applicants is called the Information Services Modernization Program, or InfoMod. One major component of this initiative is shifting self-scheduled in-person InfoPass appointments toward services provided online on the myUSCIS portal or through USCIS Contact Centers. USCIS changed the process for obtaining an in-person appointment at a field office because many people previously scheduled Inf0-Pass appointments for issues that could be handled by the USCIS Contact Center or for information that could be found online. USCIS field offices are very busy and it is not efficient to make appointments that could be handled online or via phone call. The following information explains the new processes for contacting USCIS, making InfoPass appointments, and navigating myUSCIS.

How do I contact USCIS through the USCIS Contact Centers, and how is a call processed?

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 which can help you find general information. However, 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, then 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 contact USCIS field offices and the National Benefits Center.

What is an InfoPass appointment, and how can I make one?

You must first call the USCIS Contact Center to make an appointment. An automated voice response system will greet you, and you 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.

Read more about InfoPass here, and schedule an appointment here.

What is myUSCIS?

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.

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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. 19020500).