Notice of Potential Interview Waiver Case [Part II]

[MissSarah 22]

According to one of our thread members about a month ago, soon after they got approved they received an I-797 NOA saying because they "...received benefits by other means..." (i.e., GC), their application for EAD was cancelled. So the answer is don't waste your time, stay home and celebrate...

Thanks my friend! Even though the office is close I'll be happier staying home instead of fighting downtown traffic!

[D + B 5]

Hi guys. Just wanted to let you know that I'm still a proud lurker around here. Huge congrats to nlhernan and espared12 for the approvals, as well as everyone else. I've still got my fingers crossed for the rest of you!

I've seen a lot of talk lately about getting mis-information from Tier 1s and 2s. It got me thinking about who these people really are, so I did a bit of digging/googling and I found out what I pretty much already thought. Contractors.

Here are my results, take it as you may:

The call center you're calling into is actually called the NCSC - National Customer Service Center. There are 2 Tiers - 1 & 2. ( http://www.dhs.gov/sites/default/files/publications/privacy-pia-uscis-ncsc-july2014.pdf )

Tier 1 is straight up contracted out. They only see scripted screens. When they take your call, they are required to only say what's on the screen, nothing more. "Tier 1 CSRs use the CRIS Customer Service Gateway, an application that displays the appropriate scripts for answering customers’ questions.These scripts are tailored for Tier 1 CSRs to explain laws, regulations, and USCIS forms information in response to customer questions."

A bit more digging found that the contracted company for Tier 1 CSRs (Customer Service Reps) is a company called CSC. ( http://http://www.csc.com/).

Bottom line, Tier 1 knows nothing. They most likely make min wage or just a tad bit higher, and likely have a high turn over rate just as most other call centers do. It's not that they don't want to help you, its that they literally can not.

Tier 2 are actually Immigration Service Officers. Or at least that's what they're called. According to the report, these are actually human and are allowed to speak as such - "The Tier 2 Contact Centers are staffed with trained, certified, and experienced USCIS ISOs who provide clarification on benefits and services that are often complex or require the use of a variety of resource materials to resolve customer issues. The primary mission of Tier 2 is to address caller questions specific to his or her situation. Tier 2 ISOs answer calls from a customer when his or her particular case-specific questions are more complex than general inquiries."

I do believe this is the reason for all of the mis-information. Each time you call and get to Tier 2 you're given a different story. Bottom line, they want you off the phone. They're going to tell you what they think will keep you from calling back. And it's simply because they can.

Tier 1 has little to no insight into your case, as they can only see certain screens. Tier 2 on the other hand have the following programs/databases at their disposal:

• Person Centric Query System (PCQS)7

• Computer Linked Application Information Management System (CLAIMS) 38
• CLAIMS 49
• National File Tracking System (NFTS)10
• Scheduling and Notification of Applicants for Processing (SNAP)1
• Marriage Fraud Amendment System (MFAS)12

• Travel Document Processing System (TDPS)13
• Correspondence Handling On-line (ECHO)14
• Central Index System (CIS)15
• Refugees, Asylum, and Parole System (RAPS)16
• USCIS ELIS17

• Student And Exchange Visitor Information System (SEVIS)

So when a Tier 2 starts spouting nonsense, fight back! They have the tools at their disposal, so make them use it.

Also, if anyone's interested, it appears as though CSC was looking for a Contact Center Program Manager in Virginia a few months back - https://www.linkedin.com/jobs2/view/26934009.

And one last bit of information - the USCIS case status & service request website, thank IBA (Irving Burton Associates) for that - according to their case study, they have streamlined the Service Request Case Management tool. HA! (http://www.ibacorp.us/wp-content/uploads/2014/07/Case_Study-USCIS_Call_Center_v3.pdf )

[Derwood 202]

Hi guys. Just wanted to let you know that I'm still a proud lurker around here. Huge congrats to nlhernan and espared12 for the approvals, as well as everyone else. I've still got my fingers crossed for the rest of you!

I've seen a lot of talk lately about getting mis-information from Tier 1s and 2s. It got me thinking about who these people really are, so I did a bit of digging/googling and I found out what I pretty much already thought. Contractors.

Here are my results, take it as you may:

The call center you're calling into is actually called the NCSC - National Customer Service Center. There are 2 Tiers - 1 & 2. ( http://www.dhs.gov/sites/default/files/publications/privacy-pia-uscis-ncsc-july2014.pdf )

Tier 1 is straight up contracted out. They only see scripted screens. When they take your call, they are required to only say what's on the screen, nothing more. "Tier 1 CSRs use the CRIS Customer Service Gateway, an application that displays the appropriate scripts for answering customers’ questions.These scripts are tailored for Tier 1 CSRs to explain laws, regulations, and USCIS forms information in response to customer questions."

A bit more digging found that the contracted company for Tier 1 CSRs (Customer Service Reps) is a company called CSC. ( http://http://www.csc.com/).

Bottom line, Tier 1 knows nothing. They most likely make min wage or just a tad bit higher, and likely have a high turn over rate just as most other call centers do. It's not that they don't want to help you, its that they literally can not.

Tier 2 are actually Immigration Service Officers. Or at least that's what they're called. According to the report, these are actually human and are allowed to speak as such - "The Tier 2 Contact Centers are staffed with trained, certified, and experienced USCIS ISOs who provide clarification on benefits and services that are often complex or require the use of a variety of resource materials to resolve customer issues. The primary mission of Tier 2 is to address caller questions specific to his or her situation. Tier 2 ISOs answer calls from a customer when his or her particular case-specific questions are more complex than general inquiries."

I do believe this is the reason for all of the mis-information. Each time you call and get to Tier 2 you're given a different story. Bottom line, they want you off the phone. They're going to tell you what they think will keep you from calling back. And it's simply because they can.

Tier 1 has little to no insight into your case, as they can only see certain screens. Tier 2 on the other hand have the following programs/databases at their disposal:

• Person Centric Query System (PCQS)7

• Computer Linked Application Information Management System (CLAIMS) 38

• CLAIMS 49

• National File Tracking System (NFTS)10

• Scheduling and Notification of Applicants for Processing (SNAP)1

• Marriage Fraud Amendment System (MFAS)12

• Travel Document Processing System (TDPS)13

• Correspondence Handling On-line (ECHO)14

• Central Index System (CIS)15

• Refugees, Asylum, and Parole System (RAPS)16

• USCIS ELIS17

• Student And Exchange Visitor Information System (SEVIS)

So when a Tier 2 starts spouting nonsense, fight back! They have the tools at their disposal, so make them use it.

Also, if anyone's interested, it appears as though CSC was looking for a Contact Center Program Manager in Virginia a few months back - https://www.linkedin.com/jobs2/view/26934009.

And one last bit of information - the USCIS case status & service request website, thank IBA (Irving Burton Associates) for that - according to their case study, they have streamlined the Service Request Case Management tool. HA! (http://www.ibacorp.us/wp-content/uploads/2014/07/Case_Study-USCIS_Call_Center_v3.pdf )

What a hugely informative post! Good job D + B. Thank you! Very much appreciated.

[Anonymous885 44]

I'm wondering about this myself, I have biometrics scheduled for April 16 but GC is in the mail and should arrive tomorrow. I called USCIS and the person I spoke to told me to wait until I have the GC in hand before I do anything.

If I recall correctly, there is a member whose status of their EAD/AP renewal had been withdrawn or cancelled or some such thing. I'll keep checking my case status on the renewal to see if USCIS withdraws or cancels it.

My renewal of I-765 and I-131 were terminated before I have GC in hand. They canceled the day before sending my GC because the applicant receives a status or benefit through other means.

[MissSarah 22]

My renewal of I-765 and I-131 were terminated before I have GC in hand. They canceled the day before sending my GC because the applicant receives a status or benefit through other means.

Thanks for the info, I'll keep an eye on the status of my renewal.

[Mr&MrsA 9]

I thought it would be helpful to share our case history. You will be able to see the numerous, useless service requests that USCIS opened for us and sent to El Paso, TX. The application was never in El Paso, TX. We experienced the same long waits to get information from the service requests. My best guess is that the El Paso, TX field office received these requests, and instead of being forthright and honest about the application not being in their office, they would just reply with their usual reply or sorry for delays, blah blah blah. This is happening to many of us waiting of these service requests to be answered. The incompetence of USCIS to send a service request to a location they know is incorrect is unacceptable. It was not until a service request was finally sent to NBC and not El Paso on March 27th, that my wife's application was moved to Harlingen, TX. That service request was opened on March 27th and closed March 28th. I don't think the majority of people at USCIS have a clue as to what is going on. All these useless service requests that are being opened are just causing more and more delays while they figure out that the application is not at that office. This is very frustrating even now that my wife has been approved. I can't stand to see this continue to happen, and I will do as much as I can to help all of you.

How to process expedite?

I thought it would be helpful to share our case history. You will be able to see the numerous, useless service requests that USCIS opened for us and sent to El Paso, TX. The application was never in El Paso, TX. We experienced the same long waits to get information from the service requests. My best guess is that the El Paso, TX field office received these requests, and instead of being forthright and honest about the application not being in their office, they would just reply with their usual reply or sorry for delays, blah blah blah. This is happening to many of us waiting of these service requests to be answered. The incompetence of USCIS to send a service request to a location they know is incorrect is unacceptable. It was not until a service request was finally sent to NBC and not El Paso on March 27th, that my wife's application was moved to Harlingen, TX. That service request was opened on March 27th and closed March 28th. I don't think the majority of people at USCIS have a clue as to what is going on. All these useless service requests that are being opened are just causing more and more delays while they figure out that the application is not at that office. This is very frustrating even now that my wife has been approved. I can't stand to see this continue to happen, and I will do as much as I can to help all of you.

How to process expedite?

[Derwood 202]

Good morning all! I'm drinking my morning tea and thinking good thoughts.

USCIS I want all pre-May filers approved by the end of the day. Thanks.

Have a great day!

[espared12 52]

Good morning everyone! I already guzzled down my Mountain Dew for all of you waiting for that GREEN. Good to see more movement on behalf of USCIS. D + B nice to see you again, thanks for the info on tier 1 and tier 2! MovinOn hang in there your approval is coming.

How to process expedite?

How to process expedite?

Tier 2 processed the expedite but it was denied.

[shell20 746]

Got the 7 emails and texts from ead renewal....no change on the i485. No contact from obudsman either

Dont despair they seem to have a habit of issuing a GC when they have renewed the EAD. It must set off a chain of events for them to become aware. Perhaps the EAD re issuance acts like their alarm clock!?!?

[shell20 746]

This is brilliant information thank you for researching it and sharing with us! I always known that Tier 1 read a script and have no idea whats going on and I said yesterday and a few weeks ago that Tier 2 just say whatever to get you off the phone and to make sure you don't bother them with service requests and return phone calls.

I worked for Barclaycard for a few years as an account manager so I have a good insight to how call centre's operate! We had a lot of agency staff at Barclaycard who were pretty much clueless, but it saved the company money rather than paying the wages they were paying permanent staff like myself. All in all the USCIS is a business that will save money to the misery of it's customers if it can!

Hi guys. Just wanted to let you know that I'm still a proud lurker around here. Huge congrats to nlhernan and espared12 for the approvals, as well as everyone else. I've still got my fingers crossed for the rest of you!

I've seen a lot of talk lately about getting mis-information from Tier 1s and 2s. It got me thinking about who these people really are, so I did a bit of digging/googling and I found out what I pretty much already thought. Contractors.

Here are my results, take it as you may:

The call center you're calling into is actually called the NCSC - National Customer Service Center. There are 2 Tiers - 1 & 2. ( http://www.dhs.gov/sites/default/files/publications/privacy-pia-uscis-ncsc-july2014.pdf )

Tier 1 is straight up contracted out. They only see scripted screens. When they take your call, they are required to only say what's on the screen, nothing more. "Tier 1 CSRs use the CRIS Customer Service Gateway, an application that displays the appropriate scripts for answering customers’ questions.These scripts are tailored for Tier 1 CSRs to explain laws, regulations, and USCIS forms information in response to customer questions."

A bit more digging found that the contracted company for Tier 1 CSRs (Customer Service Reps) is a company called CSC. ( http://http://www.csc.com/).

Bottom line, Tier 1 knows nothing. They most likely make min wage or just a tad bit higher, and likely have a high turn over rate just as most other call centers do. It's not that they don't want to help you, its that they literally can not.

Tier 2 are actually Immigration Service Officers. Or at least that's what they're called. According to the report, these are actually human and are allowed to speak as such - "The Tier 2 Contact Centers are staffed with trained, certified, and experienced USCIS ISOs who provide clarification on benefits and services that are often complex or require the use of a variety of resource materials to resolve customer issues. The primary mission of Tier 2 is to address caller questions specific to his or her situation. Tier 2 ISOs answer calls from a customer when his or her particular case-specific questions are more complex than general inquiries."

I do believe this is the reason for all of the mis-information. Each time you call and get to Tier 2 you're given a different story. Bottom line, they want you off the phone. They're going to tell you what they think will keep you from calling back. And it's simply because they can.

Tier 1 has little to no insight into your case, as they can only see certain screens. Tier 2 on the other hand have the following programs/databases at their disposal:

• Person Centric Query System (PCQS)7

• Computer Linked Application Information Management System (CLAIMS) 38
• CLAIMS 49
• National File Tracking System (NFTS)10
• Scheduling and Notification of Applicants for Processing (SNAP)1
• Marriage Fraud Amendment System (MFAS)12

• Travel Document Processing System (TDPS)13
• Correspondence Handling On-line (ECHO)14
• Central Index System (CIS)15
• Refugees, Asylum, and Parole System (RAPS)16
• USCIS ELIS17

• Student And Exchange Visitor Information System (SEVIS)

So when a Tier 2 starts spouting nonsense, fight back! They have the tools at their disposal, so make them use it.

Also, if anyone's interested, it appears as though CSC was looking for a Contact Center Program Manager in Virginia a few months back - https://www.linkedin.com/jobs2/view/26934009.

And one last bit of information - the USCIS case status & service request website, thank IBA (Irving Burton Associates) for that - according to their case study, they have streamlined the Service Request Case Management tool. HA! (http://www.ibacorp.us/wp-content/uploads/2014/07/Case_Study-USCIS_Call_Center_v3.pdf )

[shell20 746]

Good morning Peeps,

Well another day on the roller coaster of the USCIS, aren't we the lucky ones?!?!? Yesterday I think two people had their GC's approved, totally unexpected but a a pleasant surprise! USCIS seems to be on another roll and it's quite exciting to see who the next lucky people will be. I am hoping it's the "old timers", to many to mention really, but you know who you are!

I am also hoping that they update the USCIS processing times for people who can't even make a service request yet, although they are pretty useless any way! Time for this journey to be moved on it's been an awfully long one!

May the GC force be with you! Going to do a "Happy Dance" in anticipation!!

[Natonstan 129]

Morning everyone, sorry i've not been on as much, I've been trying to take my mind off the immigration stuff these past few days, I do try to keep up and congratulations to all the recent approvals!

[shell20 746]

Morning everyone, sorry i've not been on as much, I've been trying to take my mind off the immigration stuff these past few days, I do try to keep up and congratulations to all the recent approvals!

Morning Natonstan,

Don't worry about it, it gets a tad depressing watching everyone having to wait on here and banging their heads against a brick wall, so we totally understand! Keep popping in to see if there are any approvals and if you can help with some EAD renewal or share your knowledge when you can, then that would be greatly appreciated. Miss you but we know we will catch up when ROC eventually come around!

[espared12 52]

Good morning Peeps,

Well another day on the roller coaster of the USCIS, aren't we the lucky ones?!?!? Yesterday I think two people had their GC's approved, totally unexpected but a a pleasant surprise! USCIS seems to be on another roll and it's quite exciting to see who the next lucky people will be. I am hoping it's the "old timers", to many to mention really, but you know who you are!

I am also hoping that they update the USCIS processing times for people who can't even make a service request yet, although they are pretty useless any way! Time for this journey to be moved on it's been an awfully long one!

May the GC force be with you! Going to do a "Happy Dance" in anticipation!!

Good morning Shell, just wondering, when can you open a service request? Whats your NPIW date?

[A_M 7]

Good morning everyone ... Good news .. Just got approved Yesterday .. Finally