Chapter 13: Cell Phone Usage in USCIS Offices

Visitors of USCIS facilities may be permitted to possess cell phones, personal digital assistants (PDAs), and tablets​. However, ​USCIS customers receiving services in facilities not controlled by USCIS ​should​abide by cell phone policies established by the facility.​

Customers may not use ​camera and recording capab​le ​devices (including cell phones) at a USCIS office except when observing naturalization or citizenship ceremonies.​ In addition, c​ell phones should be silenced while in the waiting area and any conversations should be kept to a low level so as not to disrupt others.​ Customers must ​completely turn off ​a​ll phones during interviews or while being served by USCIS staff at the information counter.​

To ensure successful implementation of this guidance, USCIS ​field office​s are encouraged to:​

Ensure all employees (f​ederal and contract) are aware of the cell phone usage policies and the prohibition against using any type of device to take ​photographs ​inside USCIS common areas except during naturalization ceremonies​;​

Ensure all visitors are informed of the cell phone usage policies and prohibition against using any type of device to take ​photographs​inside USCIS common areas (for example, waiting rooms, or restrooms),​unless to record naturalization ceremonies; and​

Display posters and signage regarding this guidance in common areas.​

Appendix: USCIS Customer Dissatisfaction Terms and Definitions​

USCIS Customer Dissatisfaction Terms and Definitions​

Category and Definition​

Examples​

Who to Contact​

Complaint​

Any​ communication received from a customer expressing dissatisfaction with USCIS. Complaints can be categorized as either “case-specific” or “non-case-specific.”​

Case-specific complaints directly relate to cases processed by USCIS.​Non-case-specific complaints refer to any dissatisfaction with USCIS that does not relate to a specific case.​

Case-​S​pecific Complaints​

Cases outside normal processing times (ONPT)​

Inaccurate or incomplete responses to case-related inquiries​

Case processing errors ​

Confusion regarding a notice or correspondence sent by USCIS​

USCIS offices, in-person or by mail​.​ (​A​ddresses can be found at ​www.uscis.gov​, under the “About Us” section​.​)​

National Customer Service Center (NCSC) ​toll-free number: 1-800-375-5283​

(TTY number: 1-800-767-1833)​

Non-Case-​S​pecific Complaints ​

Rude treatment by USCIS employees or contractors​

Facility-related issues​

Difficulty understanding forms, notices, instructions, or other general information​

Administration of immigration laws or USCIS policies​

USCIS offices, in-person or by mail​.​If at a USCIS office, contact a supervisor​. ​(​A​ddresses can be found at ​www.uscis.gov​, under the “About Us” section​.​)​

NCSC toll-free number: ​1-800-375-5283​

(TTY number: 1-800-767-1833)​

Misconduct​

Actions of a USCIS employee or contractor that can be considered extreme or outrageous, including, but not limited to, criminal activity​.​ [1] See Chapter 10, Reporting Allegations of Misconduct or Other Inappropriate Behavior [1 USCIS-PM A.10].

Fraud, corruption, bribery, or embezzlement ​

Perjury or falsification of documents or information​

Physical assault or inappropriate conduct​

Unauthorized release of classified information or unauthorized use​ or ​misuse of official government systems​

Misuse of official position for private gain​

Theft or misuse of government funds, vehicles, badges, credentials, secure forms, sensitive property, or other property​

Arrest of an employee or contractor by law enforcement personnel​

DHS Office of Inspector General (OIG​):​

Phone: ​1-800-323-8603​;​

Fax: ​202-254-4297​; or​

Mail: ​DHS, OIG/MAIL STOP 0305, Attn: Office of Investigations -- Hotline, 245 Murray Lane, SW, Washington DC 20528-0305​

USCIS Office of Security & Integrity (OSI)​:​

Fax: ​202-233-2453​; or​

Mail: ​Chief, Investigations Division, Office of Security and Integrity MS 2275​, ​U.S. Citizenship & Immigration Services​, ​633 Third Street NW, 3rd Floor​, ​Washington, DC 20529-2275​