Chapter 2 – Delivery of Services
A. Responding to Customer Inquiries
Inquiries to USCIS may come from different sources and in various formats, but they all have one thing in common: the person making the inquiry has a question or concern and is reaching out to USCIS for a response or resolution.
All inquiries should be reviewed with the goal of “First Contact Resolution,” that is, giving an accurate and complete answer the first time to eliminate the need for a subsequent inquiry about the same issue.
Once USCIS determines that the inquiry is not a complaint, the inquiry is resolved either through standard processing or special handling.  See Chapter 6, Handling Customer Complaints [1 USCIS-PM A.6].
1. Standard Processing
Most customer inquiries are routine, requesting general information or general assistance. These inquiries can be successfully resolved by regular procedures that are established for daily business operations. Such inquiries do not contain unusual circumstances which may require special handling.
2. Special Handling
Inquiries that contain unusual circumstances may require deviation from regular procedures to obtain proper results. An employee who receives such an inquiry should determine which of the following options should be used to process the inquiry:
Inquiries Not Within USCIS’ Jurisdiction
In situations where USCIS receives an inquiry that falls under the jurisdiction of another agency or department, USCIS redirects the inquiry as appropriate and provides the contact information of the correct agency or department to the customer.
Urgent situations that require accelerated processing should be expedited. Expedite cases may require the use of alternate procedures to ensure a rapid resolution.
B. In-Person Contact
There are a variety of ways in which customers can communicate in person to USCIS with any questions or concerns they may have:
USCIS provides a free service called InfoPass that allows customers to schedule an appointment with USCIS through the internet.  See the USCIS website for information on InfoPass. Whenever possible, customers or their representatives who reside in the United States (domestically) should use InfoPass to schedule appointments if they would like to discuss their cases in person at their local USCIS field office. Customers and their representatives may also use InfoPass to cancel or reschedule appointments.
Customers residing overseas should review the International Immigration Offices overview page to determine which office has jurisdiction over their country of residence and information on scheduling appointments.  See the USCIS website for information on International Immigration Offices.
2. Community Outreach Events
USCIS engages in community outreach programs to educate and increase public awareness, increase dialogue and visibility, and solicit feedback on USCIS operations. During outreach events, USCIS employees do not respond to case-specific inquiries. Customers asking case-specific questions at outreach events should be directed to submit their inquiry through appropriate channels.
C. Telephonic Inquiries
Customers may contact USCIS by phone:
1. USCIS Contact Center Inquiries
For the convenience of its customers located within the United States (and territories), USCIS provides a toll-free telephone number answered by the USCIS Contact Center.
•USCIS Contact Center: 1-800-375-5283 (TDD for the deaf or hard of hearing: 1-800-767-1833)  See Chapter 3, USCIS Contact Center [1 USCIS-PM A.3].
2. International Customers
Customers located outside of the United States should contact the overseas office with jurisdiction over their place of residence. USCIS provides a complete listing of jurisdictions and overseas field offices and their phone numbers.  A complete listing of jurisdictions, overseas field offices and their phone numbers can be found in the USCIS website’s International Immigration Offices page.
3. Military Help Line
USCIS has established a toll-free military help line exclusively for members of the military and their families. USCIS customer service specialists are available to answer calls Monday through Friday from 8 a.m. until 4:30 p.m. (CST), excluding federal holidays. After-hours callers receive an email address that they can use to contact USCIS for assistance.
•Military Help Line: 1-877-CIS-4MIL (1-877-247-4645)
4. Premium Processing Line
USCIS has established a special phone number and email address for each service center. These special communication channels are available only to Premium Processing Service customers.  See the USCIS website for more information on Premium Processing Service. See Request for Premium Processing Service (Form I-907).
•Premium Processing Line: 1-866-315-5718
5. Hague Adoptions Line
USCIS has established a toll-free line for questions about adoptions from Hague Convention countries.  See the USCIS website for more information on the Hague Process.
•Hague Adoptions Line: 1-877-424-8374
Customers may contact USCIS by mail:
1. Traditional Mail
General mailing addresses are publicly available to allow the submission of applications and petitions, responses to requests for evidence, or customer Service Requests in a hard copy format.  A Service Request is a tool that allows the customer to place an inquiry with USCIS for certain applications, petitions, and services. Service Requests may also be submitted through the USCIS Contact Center or online. Dedicated mailing addresses are available, as appropriate, to aid specific USCIS processes. Mailing addresses are available at the Find a USCIS Office page on the USCIS website.
USCIS Service Centers
USCIS service centers provide designated email boxes for customers to inquire about their pending or adjudicated petitions or applications. The email addresses for the service centers are as follows:
•California Service Center: firstname.lastname@example.org
•Vermont Service Center: email@example.com
•Nebraska Service Center: firstname.lastname@example.org
•Texas Service Center: email@example.com
Prior to submitting an inquiry to one of the service centers’ email addresses, the customer must have called the USCIS Contact Center to submit a Service Request. If the customer has not received a response within 15 days of the call to the USCIS Contact Center, then the customer may submit an inquiry to the service center where the case is pending.
Any email submitted to a service center must include the Service Request reference number provided by the USCIS Contact Center at the time the Service Request was created. If the customer has not received a response within 21 days of the email to the service center, the customer may contact the USCIS Headquarters Office of Service Center Operations.  The customer may contact the USCIS Headquarters Office of Service Center Operations by emailing SCOPSSCATA@dhs.gov.
International USCIS Offices
Each USCIS overseas office has one or more email addresses that are accessible to the public, depending on the type of inquiry.  See the USCIS website for information on International Immigration Offices. The USCIS International Operations Division has also activated a public inquiry mailbox for USCIS customers in Canada. The inquiry mailbox, USCIS.Canada@dhs.gov, is monitored and managed by the USCIS Mexico City field office whose administrative jurisdictional responsibilities include Canada.
USCIS officers should use caution when responding to email inquiries requesting case-specific information, as issues of privacy and identity may arise.
USCIS does not provide general delivery facsimile numbers.  The Verification Division publishes the E-Verify Photo Tool fax number for general public use. USCIS does not publish dedicated facsimile numbers but USCIS offices have the discretion to provide the facsimile number for customers to submit documentation electronically when appropriate to aid in the efficient resolution of a case or as a method to expedite delivery of requested documents or information. Customers should not submit documents via facsimile unless they are specifically asked to do so by a USCIS employee.
4. Service Request Management Tool (SRMT)
The Service Request Management Tool (SRMT) provides USCIS Customer Service staff the ability to record and transfer unresolved Service Requests from customers to the appropriate USCIS service center, domestic USCIS field office, or USCIS asylum office where the customer's application or petition is pending a decision or was adjudicated.
The USCIS office receiving a Service Request should take the necessary steps to communicate directly to the customer about the inquiry or timely relocate the inquiry to another office or organization when appropriate.  See Chapter 8, Service Request Management Tool (SRMT) [1 USCIS-PM A.8].
A complete listing of jurisdictions, overseas field offices and their phone numbers can be found in the USCIS website’s International Immigration Offices page.
A Service Request is a tool that allows the customer to place an inquiry with USCIS for certain applications, petitions, and services. Service Requests may also be submitted through the USCIS Contact Center or online.
The customer may contact the USCIS Headquarters Office of Service Center Operations by emailing SCOPSSCATA@dhs.gov.
The Verification Division publishes the E-Verify Photo Tool fax number for general public use.
POLICY ALERT – Customer Service
August 26, 2014
U.S. Citizenship and Immigration Services (USCIS) is issuing policy guidance on its standards in customer service.