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Policy Manual
Contents
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INA
8 CFR
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Book outline for Policy Manual
  • Policy Manual
    • Search
    • Updates
    • Table of Contents
    • Volume 1 - General Policies and Procedures
      • Part A - Public Services
        • Chapter 1 - Purpose and Background
        • Chapter 2 - Web-Based Information
        • Chapter 3 - Types of Assistance
        • Chapter 4 - Service Request Management Tool
        • Chapter 5 - Expedite Requests
        • Chapter 6 - Disability Accommodation Requests
        • Chapter 7 - Privacy and Confidentiality
        • Chapter 8 - Conduct in USCIS Facilities
        • Chapter 9 - Feedback, Complaints, Misconduct, and Discrimination
        • Chapter 10 - Changes of Address
      • Part B - Submission of Benefit Requests
      • Part C - Biometrics Collection and Security Checks
      • Part D - Attorneys and Representatives
      • Part E - Adjudications
      • Part F - Motions and Appeals
      • Part G - Notice to Appear
      • Part H - Emergencies or Unforeseen Circumstances
    • Volume 2 - Nonimmigrants
    • Volume 3 - Humanitarian Protection and Parole
    • Volume 4 - Refugees and Asylees
    • Volume 5 - Adoptions
    • Volume 6 - Immigrants
    • Volume 7 - Adjustment of Status
    • Volume 8 - Admissibility
    • Volume 9 - Waivers and Other Forms of Relief
    • Volume 10 - Employment Authorization
    • Volume 11 - Travel and Identity Documents
    • Volume 12 - Citizenship and Naturalization
Breadcrumb
  1. Home
  2. Policy Manual
  3. Volume 1 - General Policies and Procedures
  4. Part A - Public Services
  5. Chapter 4 - Service Request Management Tool

Chapter 4 - Service Request Management Tool

Content navigation tabs
  • Guidance
  • Resources (2)
  • Appendices (0)
  • Updates (8)

If a benefit requestor or interested party who is entitled to receive the requested case-specific information needs assistance on a specific case,[1] they may place a service request with USCIS for certain applications, petitions, and services.[2] The Service Request Management Tool (SRMT) enables USCIS to record and transfer unresolved requests to the appropriate USCIS service center, National Benefits Center, domestic USCIS field office, USCIS asylum office, Administrative Appeals Office, or other USCIS entity where the benefit request is pending a decision or was adjudicated.

USCIS offers online tools and resources to deliver the information benefit requestors and interested parties need without having to call USCIS or create a service request. Benefit requestors who have a USCIS online account can utilize self-service options that may make it unnecessary to submit a service request. Self-service options allow certain benefit requestors to change their address, reschedule their biometrics appointment, access enhanced case processing time information for certain case types, and access receipt notices, requests for evidence, and other correspondence from USCIS.

A. Creating Service Requests

1. By USCIS Customer Service

If an inquiry received by the USCIS Contact Center cannot be resolved through secure messaging in the benefit requestor’s USCIS online account or during the call and the inquiry warrants creation of a service request, the USCIS Contact Center staff creates a service request. Although the majority of service requests are created by staff at the USCIS Contact Center, officers in other locations may also create service requests. Using the SRMT to create a service request allows the person inquiring to receive a response without having to call the USCIS Contact Center again or return to a USCIS office in most instances.

2. By Requestor Through Online Tools

By using an online tool, a person may create a service request for the following reasons (unless a person is a protected person):[3]

  • Request regarding a notice, card, or other document that was not received;[4]
  • Request regarding a case outside normal processing time;  
  • Request for accommodations;[5] or 
  • Request for correction of a typographic error.[6] 

3. By Requestor Through U.S. Mail

Benefit requestors may also submit a service request by mailing in a request to a domestic USCIS office.[7] However, the USCIS Contact Center and online tools are generally the preferred method of contacting the agency for timely and effective responses to case-specific inquiries.

B. Responding to Service Requests

1. Timely Response

The USCIS office receiving a service request should take the necessary steps to communicate directly with the benefit requestor about the inquiry or timely relocate the inquiry to another office or organization when appropriate.

USCIS categorizes a service request based upon the urgency and request type, and assigns a target completion date based on the category. USCIS completes requests within each category on a first-in, first-out basis. In general, the goal for resolution of service requests is 15 business days from the date of creation.

2. Prioritized Requests

The following requests receive processing priority:

Expedite Requests[8]

Immigration benefit requestors or their authorized representative may request that USCIS expedite the adjudication of their application, petition, request, appeal, or motion that is under USCIS jurisdiction.

Reasonable Accommodation[9]

Reasonable accommodation service requests must be responded to in accordance with the disability accommodations policy.

Military Referral

Military referrals have implied urgency based upon the uncertainty of reassignments and deployments.

Footnotes 


[^ 1] See Chapter 7, Privacy and Confidentiality [1 USCIS-PM A.7].

[^ 2] Requestors generally submit service requests through the USCIS Contact Center or online.

[^ 3] Protected person refers to a person covered by 8 U.S.C. 1367 confidentiality protections, including VAWA self-petitioners, Form I-765V filers, and individuals seeking or who hold Continued Presence, U nonimmigrant status or T nonimmigrant status. If a protected person also has filed a benefit request that does not trigger 8 U.S.C. 1367 (for example, a U petitioner has also filed for temporary protected status), USCIS nonetheless considers that individual as covered by 8 U.S.C. 1367 protections for purposes of service requests related to all pending and approved benefits. See Chapter 7, Privacy and Confidentiality, Section E, VAWA, T, and U Cases [1 USCIS-PM A.7(E)]. In addition, there is specialized customer service for asylum and refugee-related applications. For more information see Chapter 7, Privacy and Confidentiality, Section F, Asylees and Refugees [1 USCIS-PM A.7(F)].

[^ 4] Before submitting a service request for a non-delivered secure document or card, benefit requestors should track delivery. If a secure document or card was returned to USCIS as non-deliverable, USCIS may be able to resend it. However, if a non-delivered secure document or card was not returned to USCIS, the requestor may need to file a new form for a new document to be issued (rather than submit a service request). For more information on reissuance of secure travel and identity documents, see Volume 11, Travel and Identity Documents, Part A, Secure Identity Documents Policies and Procedures [11 USCIS-PM A].

[^ 5] See Chapter 6, Disability Accommodation Requests [1 USCIS-PM A.6].

[^ 6] See Volume 11, Travel and Identity Documents, Part A, Secure Identity Documents Policies and Procedures, Chapter 3, Reissuance of Secure Identity Documents [11 USCIS-PM A.3]. See the Immigration Documents and How to Correct, Update, or Replace Them webpage.

[^ 7] See Chapter 3, Types of Assistance, Section D, Traditional Mail or Facsimile [1 USCIS-PM A.3(D)]. See the Find a USCIS Office webpage.

[^ 8] For information on expedite requests, see Chapter 5, Expedite Requests [1 USCIS-PM A.5].

[^ 9] See Chapter 6, Disability Accommodation Requests [1 USCIS-PM A.6].

Resources

Legal Authorities

INA 103, 8 CFR 103 - Powers and duties of the Secretary, the Under Secretary, and the Attorney General

Forms

No forms available at this time.

Other Materials

How to Use the USCIS Policy Manual Website

Appendices

No appendices available at this time.

Updates

Technical Update - Replacing the Term "Noncitizen"

February 26, 2025

This technical update replaces all instances of the term “noncitizen” with “alien” or other appropriate terms throughout the Policy Manual where possible, as used to refer to a person who meets the definition provided in INA 101(a)(3) [“any person not a citizen or national of the United States”], and makes other technical and conforming changes.

Affected Sections

1 USCIS-PM - Volume 1 - General Policies and Procedures

2 USCIS-PM - Volume 2 - Nonimmigrants

3 USCIS-PM - Volume 3 - Humanitarian Protection and Parole

4 USCIS-PM - Volume 4 - Refugees and Asylees

5 USCIS-PM - Volume 5 - Adoptions

6 USCIS-PM - Volume 6 - Immigrants

7 USCIS-PM - Volume 7 - Adjustment of Status

8 USCIS-PM - Volume 8 - Admissibility

9 USCIS-PM - Volume 9 - Waivers and Other Forms of Relief

10 USCIS-PM - Volume 10 - Employment Authorization

11 USCIS-PM - Volume 11 - Travel and Identity Documents

12 USCIS-PM - Volume 12 - Citizenship and Naturalization

POLICY ALERT - Case Assistance and Feedback

December 18, 2024

U.S. Citizenship and Immigration Services (USCIS) is updating policy guidance in the USCIS Policy Manual to align with current case assistance and feedback avenues.

Read More
Affected Sections

1 USCIS-PM A.1 - Chapter 1 - Purpose and Background

1 USCIS-PM A.2 - Chapter 2 - Web-Based Information

1 USCIS-PM A.3 - Chapter 3 - Types of Assistance

1 USCIS-PM A.4 - Chapter 4 - Service Request Management Tool

1 USCIS-PM A.7 - Chapter 7 - Privacy and Confidentiality

1 USCIS-PM A.9 - Chapter 9 - Feedback, Complaints, Misconduct, and Discrimination

1 USCIS-PM A.10 - Chapter 10 - Changes of Address

Technical Update - Replacing the Term “Alien”

May 11, 2021

This technical update replaces all instances of the term “alien” with “noncitizen” or other appropriate terms throughout the Policy Manual where possible, as used to refer to a person who meets the definition provided in INA 101(a)(3) [“any person not a citizen or national of the United States”].

Affected Sections

1 USCIS-PM - Volume 1 - General Policies and Procedures

2 USCIS-PM - Volume 2 - Nonimmigrants

6 USCIS-PM - Volume 6 - Immigrants

7 USCIS-PM - Volume 7 - Adjustment of Status

8 USCIS-PM - Volume 8 - Admissibility

9 USCIS-PM - Volume 9 - Waivers and Other Forms of Relief

10 USCIS-PM - Volume 10 - Employment Authorization

11 USCIS-PM - Volume 11 - Travel and Identity Documents

12 USCIS-PM - Volume 12 - Citizenship and Naturalization

POLICY ALERT - Fee Schedule and Changes to Certain Other Immigration Benefit Request Requirements Final Rule

September 02, 2020

U.S. Citizenship and Immigration Services (USCIS) is revising its policy guidance in the USCIS Policy Manual to align with the Fee Schedule and Changes to Certain Other Immigration Benefit Request Requirements Final Rule, published in the Federal Register on August 3, 2020. This guidance becomes effective October 2, 2020. For information regarding implementation, see Appendix: 2020 Fee Rule Litigation Summary.

Read More
Affected Sections

1 USCIS-PM A - Part A - Public Services

1 USCIS-PM B - Part B - Submission of Benefit Requests

2 USCIS-PM - Volume 2 - Nonimmigrants

7 USCIS-PM A - Part A - Adjustment of Status Policies and Procedures

7 USCIS-PM F - Part F - Special Immigrant-Based Adjustment

7 USCIS-PM M - Part M - Asylee Adjustment

11 USCIS-PM A - Part A - Secure Identity Documents Policies and Procedures

Technical Update - Moving the Adjudicator’s Field Manual Content into the USCIS Policy Manual

May 21, 2020

U.S. Citizenship and Immigration Services (USCIS) is updating and incorporating relevant Adjudicator’s Field Manual (AFM) content into the USCIS Policy Manual. As that process is ongoing, USCIS has moved any remaining AFM content to its corresponding USCIS Policy Manual Part, in PDF format, until relevant AFM content has been properly incorporated into the USCIS Policy Manual. To the extent that a provision in the USCIS Policy Manual conflicts with remaining AFM content or Policy Memoranda, the updated information in the USCIS Policy Manual prevails. To find remaining AFM content, see the crosswalk between the AFM and the Policy Manual.

Affected Sections

1 USCIS-PM - Volume 1 - General Policies and Procedures

2 USCIS-PM - Volume 2 - Nonimmigrants

3 USCIS-PM - Volume 3 - Humanitarian Protection and Parole

4 USCIS-PM - Volume 4 - Refugees and Asylees

5 USCIS-PM - Volume 5 - Adoptions

6 USCIS-PM - Volume 6 - Immigrants

7 USCIS-PM - Volume 7 - Adjustment of Status

8 USCIS-PM - Volume 8 - Admissibility

9 USCIS-PM - Volume 9 - Waivers and Other Forms of Relief

11 USCIS-PM - Volume 11 - Travel and Identity Documents

12 USCIS-PM - Volume 12 - Citizenship and Naturalization

Technical Update - Replacing the Term “Foreign National”

October 08, 2019

This technical update replaces all instances of the term “foreign national” with “alien” throughout the Policy Manual as used to refer to a person who meets the definition provided in INA 101(a)(3) [“any person not a citizen or national of the United States”].

Affected Sections

1 USCIS-PM - Volume 1 - General Policies and Procedures

2 USCIS-PM - Volume 2 - Nonimmigrants

6 USCIS-PM - Volume 6 - Immigrants

7 USCIS-PM - Volume 7 - Adjustment of Status

8 USCIS-PM - Volume 8 - Admissibility

9 USCIS-PM - Volume 9 - Waivers and Other Forms of Relief

10 USCIS-PM - Volume 10 - Employment Authorization

11 USCIS-PM - Volume 11 - Travel and Identity Documents

12 USCIS-PM - Volume 12 - Citizenship and Naturalization

POLICY ALERT - USCIS Public Services

May 10, 2019

U.S. Citizenship and Immigration Services (USCIS) is updating policy guidance in the USCIS Policy Manual regarding services USCIS provides to the public, including general administration of certain immigration benefits, online tools, and up-to-date information.

Read More
Affected Sections

1 USCIS-PM A - Part A - Public Services

POLICY ALERT - Customer Service

August 26, 2014

U.S. Citizenship and Immigration Services (USCIS) is issuing policy guidance on its standards in customer service.

Read More
Affected Sections

1 USCIS-PM A - Part A - Public Services

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