Brief Guide to USCIS National Customer Service Center

Many foreign nationals, employers or their attorneys have had to deal with the USCIS’ National Customer Service Center (NCSC) at one point or another – possibly for a simple status check, to request expedite processing of an application, to inquire about a missing document or on another matter.   We hope that this brief guide to the NCSC will be helpful to our clients and readers:

What Can the NCSC Do for Me?

The NCSC operates on a two-tier model.

Tier 1 Customer Service Representatives (CSRs):

Can

  • Relay basic immigration information to customers through scripts provided by USCIS
  • Answer questions about USCIS forms
  • Transfer calls to Tier 2 in certain circumstances

Cannot

  • Answer specific questions about a case with the exception of information available through Case Status Online
  • Transfer calls to local offices or service centers where cases are pending
  • Provide legal advice

Tier 2 Customer Service Representatives (CSRs):

Can

  • Review USCIS systems on your case
  • Request that notices be re-issued
  • Provide information that you may receive at an Infopass appointment
  • Provide specialized assistance to dependents or active members of the U.S. Armed Forces
  • Provide information on pending and adjudicated cases.

Cannot

  • Review already issued Requests for Evidence (RFEs)
  • Directly issue duplicate notices, receipt notices, RFE notices
  • Transfer calls to local offices or service centers
  • Provide legal advice
How Should I Prepare for My NCSC Call?
USCIS has advised that a caller should prepare a number of documents and information in advance in order for the call to be productive and efficient:
  • Gather as much information on your case as possible
  • Check the status of your case online
  • Determine what, if any, processing times apply to your case type
  • Check your priority date, if applicable
  • Have available all applicable receipt numbers
  • Have your Alien Registration number (“A” number), if applicable
  • Have all relevant correspondence with USCIS
What to Do During the Call?
  • Record the date and time of the call
  • Request the name and/or ID number of NCSC staff
  • Note the service request referral number, if applicable

Service Requests

Both Tiers 1 and 2 can create a “service request” which is sent to service centers and local offices on matters such as expedite requests, change of address, appointment rescheduling, case processing delays which exceed the posted times, and other matters that may be unique to a specific case.

Inquiries for Field Office Matters

If USCIS has not responded to your initial service request within 30 days, call the NCSC. Please have the initial service request referral number with you when you call.

Inquiries for Service Center Matters

If USCIS has not responded to your initial service request within 30 days, please email the service center that has jurisdiction over your case. Your follow-up should be addressed only to the service center which issued your receipt and is identified on the Form I-797 (Notice of Action).

If you do not receive a response within 21 days of contacting the service center, you may email the USCIS Headquarters Office of Service Center Operations at: SCOPSSCATA@nulldhs.gov and should receive a response in 10 days.

By | Last Updated: May 20th, 2017| Categories: Articles, News, USCIS|

About the Author: Dimo Michailov

Dimo Michailov
Dimo has over 15 years of experience in US immigration including employment-based immigration benefits, corporate compliance and family based immigration. He represents corporate and individual clients in a wide range of cross-border immigration matters including mobility of key foreign executives and managers, specialized knowledge workers, and foreign nationals with extraordinary ability.

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The Capitol Immigration Law Group has been serving the business community for over 15 years and is one of the most widely respected immigration law firms focused solely on U.S. employment-based immigration.   Disclaimer:  we make all efforts to provide timely and accurate information; however, the information in this article may become outdated or may not be applicable to a specific set of facts.  It is not to be construed as legal advice.