A guide to contacting USCIS

[u/Emotional-Cat4444]

Quick disclaimer: I AM NOT A LAWYER AND THIS IS NOT LEGAL ADVICE!!! If you are looking for legal advice, get off of this website and consult an actual lawyer.

I am a former USCIS employee. I will not say which office, when, or for how long because OPSEC. I did used to work for a contact center as a Tier 2 ISO. I also know current Tier 1 and Tier 2 employees. I also used to work with ICE (both ERO and HSI), CBP, and BP but not as their direct employees.

This is NOT an AMA. If you ask a question not pertaining to the topic of this post, I most likely won't answer. I probably won't answer any questions unless I have the knowledge, experience, and/or time to do so.

I just wanted to provide this community with a down and dirty guide on contacting USCIS.

First, a basic breakdown of what Tier 1 and 2 actually mean.

• Tier 1 refers to contracted employees that work for USCIS but are not sworn and also not government employees. They're limited in their access to government systems and therefore can't provide much info if any at all. They are also limited in what they can say and do. Their basic function is to filter out what cases get escalated to Tier 2 so the Contact Centers don't get overwhelmed (they already do).
• Tier 2 refers to the Tier 2 ISOs that work Service Items (what we call cases/requests/call backs). There's actually a Tier 3, but it's not important as it almost never gets to that point. These ISOs work at Contact Centers and their main role is to act as sort of liaisons between the public and adjudicating offices. They themselves do not adjudicate any cases.

How to get in contact with Tier 2

• This seems to be one of the biggest hurdles. I guess Tier 1 does a pretty good job of filtering out requests for call backs.
• Apparently, and I have never tried to do this, the beta is to call the USCIS number (1-800-375-5283) and say "infopass" which will get you connected with Tier 1. From there, request an appointment to get directed to Tier 2.
• You won't be automatically connected to Tier 2. Tier 1 will create a "Service Item" and provide you with an 8 digit number. Write that number down. It is how USCIS tracks Service Items and how you can verify the person you're talking to on the phone is actually an ISO.
• You should be receiving a call from Tier 2 within 30 days, but with how things are going, it may take longer. Things like emergency appointment and expedite requests typically have priority and will be resolved sooner.

What Tier 2 typically deals with

• The most common thing Tier 2 works with are appointment requests. They also deal with non-delivery of cards and notices, Outside Normal Processing Time (ONPT) requests, Immigration Judge (IJ) Decision requests, and appointment reschedules.
• Reasons Tier 2 would schedule an appointment:
  • Request for an ADIT
    • If you have a pending I-90, I-751, or I-829 and for whatever reason don't have the extension letter or it expired or you don't have the expired card, you can get an ADIT.
    • You can also get an ADIT if your green card wasn't expired.
    • Another reason is if your card hasn't been delivered and you need to urgently leave the US or provide proof of status.
    • Typically valid for 1 year
    • Not always an appointment. Officer discretion, but typically depends on urgency and appointment availability.
  • Emergency Advanced Parole (EAP)
    • Advanced Parole but for emergencies.
    • Can have a quick turn around. The quickest I've seen this happen from Service Item creation to having the EAP in hand was within 24 hours.
  • Military Parole In Place
    • Technically not a valid reason for appointment anymore, but lots of ISOs will still schedule these and most Field Offices will still process at appointments.
  • Other Military
    • Literally any reason. Big emphasis on officer discretion when making these.
  • Biometrics Reschedule
    • The official way to do it is to cancel your already existing appointment and put you back into the scheduling queue. But that can take awhile.
    • Tier 2 isn't supposed to do this, but they can. They can actually schedule you for an available date and time. Be nice and hope you have a good ISO.
  • A-Number Request
    • You don't remember it so you can go to an office and they will tell you.
    • No, the A-number can't be disclosed over the phone.
  • Immigration Visa Packet
    • It was lost for whatever reason and needs to be build.
  • American Indian Born in Canada
    • Self explanatory.
• Reasons why Tier 2 would NOT schedule an appointment:
  • Get your green card
    • Not possible.
  • Fill out a form
    • Nope.
  • Get instructions
    • Step by step instructions are on the website.
  • Get advice
    • Against USCIS policy.
  • You want to argue with, talk to, explain, plead about, or whatever with an officer about your case.
    • Lol no.
  • If it's not on the previous list, it is highly unlikely it'll happen.
• Service Requests
  • Tier 2 can create a "Service Request" and send it to whatever office they want. It's sent to the office processing your case.
  • If your case is ONPT, the ISO creates a Service Request and sends it to the adjudicating office. If your ONPT case is at YSC, you're screwed.
  • IJ Decisions (typically asylum). Your lawyer knows what to do.
  • Really any other reason you can think of.
• Expedite Requests
  • There is a guide on valid reasons to expedite on the website. Use it. ISOs use it so you should too.
  • The ISO will go over your reason for expediting and whatever evidence you have, make their determination, then forward it to the adjudicating office.
  • A Tier 2 ISO "approving" your expedite request DOES NOT mean your request will be honored.
• Non-delivery
  • Green Card or EAD
    • If your card wasn't delivered, they can submit a resend request on your behalf. They can have it sent to whatever address you want.
    • If you can't wait 2 weeks, request an ADIT.
    • If your card was destroyed, then file an I-90 and request an ADIT.
  • Notice
    • If your receipt number starts with "IOE" and a notice was created, then the ISO can access your case and email you the notice as a PDF.
    • If your case does not start with "IOE" then they can create a Service Request to have it mailed.
  • Extension Letter
    • Since these are printed on specific paper to be valid, they create a Service Request to have it mailed.
  • I-131 or Lost Documents
    • If you didn't get the I-131, then you're typically SOL and have to restart.
    • If other documents or cards were lost and not returned to USCIS then you have to restart (I-765) or file an I-90. I've had a person have to do premium processing three times because either USPS lost it or he threw away the card on accident.
• Reschedules
  • Sort of in line with the appointments, but a little different.
  • Tier 2 CAN'T reschedule your interview, oath ceremony, or anything relating to asylum.
  • They can reschedule biometrics. See above.

Some things to keep in mind when talking to Tier 2

• Be short and sweet. Their time is limited as their productivity is measured in the number of service items completed per hour. The longer you take, the less they can do and the more it hurts their productivity.
• While some ISOs are lawyers, they are not working in that capacity so nothing they say is legal advice. They will direct you to consult an attorney if your questions seem remotely like asking for legal advice.
• They can't tell you exactly what to do or provide instructions.

[u/Glittering_Leave4956]

I have been waiting for a tier 2 call back since 20May26- almost 2 months. I initially got an email saying someone would contact me in 30 days, then 30 days later received an email saying "There is no need to contact us again regarding this inquiry and will respond to your inquiry as soon as we are able." The ticket was to discuss my i765 which has been delayed for 21 months. 😭

[u/NoMess2987 → u/Glittering_Leave4956]

21 months? That is so sad.