Chapter 4 - Service Request Management Tool
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].