Attachment 6 - Sample Handbook with Scripts.pdf

Mission XXX Call-center Handbook

Tri-Mission XXX

• Embassy XXX

• Embassy XXX

• USUN XXX

Consulates

▪ XXX

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REVISION HISTORY

Date Name Description of Change Version

12/23/2023 XXX Call Center Handbook Final v1

03/18/2024 XXX

Update Annex A: Telephone Instructions

Added instructions on what to do when EDO is unreachable.

Update Assistance to U.S. Citizens Passports

Standardized business hours to request new passport.

v1.1

03/14/2025 XXX Operation hours updated on page 4. v 1.2

03/26/2025 XXX

Update Calls That Are Usually Referred to EDO:

Expanded scope of military aircraft to include other military activities

Changed contact point to XXX EDO for all military activity-related calls.

Update Other Assistance for US Mission Personnel

Changed contact point to XXX EDO for all death illness, arrest, or other issues involving U.S. military personnel.

v 1.3

09/25/2025 XXX

Updated Annex A - Telephone Instructions:

Changed the POC for the XXX consulate.

V 1.4

09/29/2025 XXX

Updated Annex F Holiday Schedule:

Removed the 2024 calendar and added a link to the holidays page on the embassy website

V 1.5

11/14/2025 XXX Added telephone number for backup DO in XXX V 1.6

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Table of Contents

Physical Addresses, Hours of Operation, Numbers and Websites Introduction and general Information How to Handle General Calls Do Not Refer these types of Calls to EDO Calls That Are Usually Referred to EDO Emergency/Medical Assistance to Official Personnel

Other Assistance for US Mission Personnel

Travel Document Assistance – Visa Issues, non-U.S. Citizens

Assistance to U.S. Citizens – Entry Issues to XXX

Assistance to U.S. Citizens – Passports

Assistance to U.S. Citizens – Lost/Stolen Property and Destitution

Assistance to U.S. Citizens – Notaries/Documents/Social Security

Assistance to U.S. Citizens – Special Services – Transfer to EDO

Annex A - Telephone Instructions

Annex B - Sample Call Log

Annex C - Bomb Threat Calls

Annex D – Crisis Procedure

Annex E – Annex E – Call Scripts

Annex F – Mission Holidays

Glossary

Call Center Dialing instructions

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The call center is responsible for answering the phone from 1800 to 0800 on weekdays (Monday to Friday) and all day on weekends and holidays (Saturday and Sunday). See Index F for holidays.

Physical Addresses:

Tri-Mission XXX:

XXX Consulate:

XXX Consulate:

XXX Consulate:

Websites and Hours of Operations Embassy XXX: https://XX.usembassy.gov/ Embassy Hours: 08.30 - 17.30

Embassy to the Holy See https://va.usembassy.gov/ Embassy Hours: 08:30 – 17:30

US Mission to the UN https://usunXXX.usmission.gov/ Embassy Hours: 08:30 – 17:30

Consulate XXX: https://XX.usembassy.gov/embassy-consulates/XXX/ Consulate Hours: 08.00 - 17.00

Consulate XXX: https://XX.usembassy.gov/embassy-consulates/XXX/ Consulate hours: 08.00 - 17.00

Consulate XXX: https://XX.usembassy.gov/embassy-consulates/XXX/ Consulate Hours: 08.00 - 17.00

Duty Officers contact Information:

XXX and XXX Duty Officer Mobile:

XXX Duty Officer Mobile:

XXX Duty Officer Mobile:

https://xx.usembassy.gov/ https://va.usembassy.gov/ https://usunrome.usmission.gov/ https://xx.usembassy.gov/embassy-consulates/XXX/ https://xx.usembassy.gov/embassy-consulates/XXX/ https://xx.usembassy.gov/embassy-consulates/XXX/

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Post One Numbers:

Post One XXX Tri-Mission XXX and XXX Consulate:

Consulate XXX:

Consulate XXX:

(+39) 081 5838 208

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Introduction and General Information

Introduction

The U.S. Mission to XXX maintains a Duty Program to assist U.S. citizens in crisis during times when the Tri-Mission in XXX or the Consulates in XXX, XXX, and XXX are closed. The Tri-Mission and the Consulate Duty Officers (referred to in this document as EDO) are responsible for performing all emergency functions outside of mission working hours. The role of the call-center operators is to ensure that the EDO receives only those calls and cases involving true emergencies that need to be dealt with outside of normal business hours. Call-center operators are not expected to, nor should they attempt to perform Consular casework; their role is to answer non-urgent/non-emergency questions and/or direct callers to resources that can answer these questions, and to direct urgent/emergency calls to the appropriate EDO who can assist.

Call-center operators must use this guide and call scripts (Annex E) to determine which calls should be transferred to the EDO and which cases can be put off till the next working day. As you use this guide, please keep in mind that the procedures for handling situations involving official U.S. citizens (i.e., those who work in the embassy or the consulate) are different from the procedures for handling situations involving the public. Therefore, be sure to refer to the appropriate guidance when dealing with official U.S. Citizens.

You will be the first point of contact for U.S. citizen callers, some of whom will be in distress. Please listen respectfully and respond with patience, courtesy and/or sympathy as appropriate. We appreciate your support and service to U.S. citizens in crisis and are grateful for your contribution to keeping our travelers safe.

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How to Handle General Calls

• After hours, the U.S. Embassy and the Consulates offer emergency services to U.S. citizens only. If you are unsure whether the situation involves a U.S. citizen or whether it constitutes a true emergency, refer the call to the EDO.

• Obtain and record basic information of each call involving a U.S. citizen. Always try to collect the following information at the beginning of each call:

o Name of the U.S. citizen involved, please do not collect any personally identifiable information (i.e., date of birth, passport number, etc.), the EDO will collect this information, if needed.

o Name of the caller (if different) and contact information (preferably a phone number).

o Caller Location

• Callers in need of emergency police/fire/medical assistance should be instructed to call 112 immediately.

• Do not refer calls that do not involve a U.S. citizen in an emergency. Politely explain that the emergency line must be kept open for emergency calls involving U.S. citizens only and end the call.

• Never offer legal advice to the public. There is a list of XXX and American attorneys on the U.S. Embassy & Consulate websites. Never indicate that the Embassy will pay for any kind of assistance or service.

• For those calls where you have a script (See Annex E), give the caller the information and repeat it if necessary. If a U.S. citizen caller becomes belligerent after the second attempt to relay the information, or if a U.S. citizen caller insists on speaking to EDO, refer the call. If you have just referred a call to the EDO, and you receive another call that must be referred to the EDO, take careful notes from the caller and inform them that EDO will contact them as soon as possible. Then wait 5 minutes before calling EDO, as they will likely still be taking the previous call. If you cannot reach the EDO after a second attempt after 5 minutes, or third attempt, refer to Annex A.

• Information on location, contact details, and security procedures to enter the U.S. Embassy can be found on our website. Please log these calls as “General Contact Request” and refer them to https://it.usembassy.gov/embassy-consulates/.

• At the end of your shift, prepare a report containing the information you gathered on each call and email it to: missionXXXdutyOfficer@state.gov. Make sure to be specific if the call was https://it.usembassy.gov/u-s-citizen-services/attorneys/ https://it.usembassy.gov/ https://it.usembassy.gov/embassy-consulates/ mailto:missionItalydutyOfficer@state.gov

Page 8 Call-center Handbook updated November 14, 2025 intended for XXX/XXX, XXX, or XXX.

Do Not Refer these types of Calls to EDO

• Most calls from private non-U.S. citizens or not involving a U.S. citizen in need will NOT be referred to the EDO. Only calls regarding the safety and welfare of a private U.S. citizen should be referred to the EDO.

• Calls involving lost or stolen passports are generally not considered emergencies. These should be directed first to the relevant recording by following the instructions in Annex E.

• U.S. citizens in XXX who need to replace a passport can be directed to the Embassy website for information.

• U.S. citizens with immediate travel plans can walk into the Embassy in XXX (8:30am to 12:30pm); the Consulate General in XXX (8:30am to 11:30am); the Consulate General in XXX (8:00am to 12pm); the Consulate General in XXX (8:30am to 12:30 pm), the next working day without the need to make an appointment.

Note: The U.S. Consular Agencies throughout XXX: Genoa, Venice (refer to XXX Consulate) and Palermo (refer to XXX Consulate) CANNOT produce emergency passports.

• Calls from U.S. citizens who had property lost or stolen and who are not in immediate danger or need any other assistance should NOT be referred to the EDO. Only refer calls to the EDO if a U.S. citizen is at risk of spending the night without shelter.

• Suspected Internet/Financial Scams (only if alleged victim is a U.S. citizen). For all suspected scams, refer them to the State Department page on scams.

https://travel.state.gov/content/travel/en/international-travel/emergencies/international-financial-scams.html

• Calls from XXX government officials should be referred to the EDO only if they involve the safety and welfare of a U.S. citizen or high level (Minister or Ambassador) XXX officials.

General notification or informational calls do not need to be referred, but relevant details should be included in the daily report (for example, notification from local police that a U.S.

passport has been found, or from an XXX government office that an event has been cancelled).

• All calls relating to XXX or U.S. visas, and/or incidents that happened in the United States (i.e., XXX tourist lost XXX passport in United States, needs U.S. documents, etc.) should be referred to Mission XXX Public website or the relevant foreign diplomatic missions https://www.embassy-https://it.usembassy.gov/u-s-citizen-services/passports/ https://it.usembassy.gov/u-s-citizen-services/passports/ https://travel.state.gov/content/travel/en/international-travel/emergencies/international-financial-scams.html https://travel.state.gov/content/travel/en/international-travel/emergencies/international-financial-scams.html https://it.usembassy.gov/visas/ https://www.embassy-worldwide.com/country/united-states/

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• U.S. Legal Permanent Residents (“Green Card” holders) who lost their residency card (green card) should visit the Citizenship and Immigration website for information on how to replace a ‘green card’ https://www.uscis.gov/

• Callers of any nationality who do not appear to be requesting any particular service, who are intoxicated, rambling, making lengthy political speeches, etc., should not be referred to EDO.

Callers should be told to call back during regular business hours if they need assistance. If the caller appears mentally ill and is a U.S. citizen in XXX requesting assistance, then they should be passed through to the EDO.

• Non-U.S. citizens requesting health and welfare assistance in XXX should be told to contact their local support services (i.e., XXX Police) or their own embassy. Non-U.S. citizens travelers, including Legal Permanent Residents (“Green Card” holders), who have lost a passport must contact the embassy of their nationality to get a replacement. To replace the “Green Card” they should refer to the https://www.uscis.gov/ website.

https://www.embassy-worldwide.com/country/united-states/ https://www.uscis.gov/

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Calls That Are Usually Referred to EDO

Note: If you have just referred a call to the EDO, and you receive another call that must be referred to the EDO, take careful notes from the caller and inform them that EDO will contact them as soon as possible. Then wait 5 minutes, as the EDO will likely still be taking the previous call. If you cannot reach the EDO after waiting an additional 5 minutes for a second or third attempt, refer to Annex A.

• All calls from the Department of State (i.e., Operations Center) and all calls from other U.S, government entities (i.e., Congressional or White House staff, National Security Council, U.S.

military, etc.) should be transferred to the EDO. Any call involving a major crisis, such as a natural disaster or a mass casualty event, should be transferred to the EDO.

• All calls regarding the safety and welfare of a private U.S. citizen in XXX. If in doubt, refer the call to EDO in the appropriate consular district.

• Any calls or cases involving high level officials, celebrities, or other personalities that may attract media attention.

• All calls for the Ambassador (legitimate callers, not the incoherent, ranting, political speechmakers referenced above).

• Calls from anyone asking to speak to someone from Intelligence or a law enforcement agency.

• Calls from press representatives. Do not make any statement to people claiming to be press representatives, simply refer the call to EDO.

• Calls regarding military activities that meet one of the following conditions should be transferred to the XXX

EDO:

o Emergency Medivac Flights o Emergency Flight Diversions into XXX o Evacuation Support Flights o Red Cross Messages o Loss of Life, Limb, Eyesight, or Troops Engaged in Combat

Emergency/Medical Assistance to Official Personnel

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Calls Coming from Persons Assigned to the U.S. Tri- Mission XXX or Consulates

Property Emergencies

• In a serious emergency (fire, gas, flood), the telephone operator should advise the caller to call local authorities (112) for immediate assistance. Then the telephone operator advises the caller to reach out to Post 1 of the Embassy or Consulate of reference who can assist in reaching other duty staff members if needed.

Arrest, Detention or Report of Domestic Violence Regarding USG Embassy Personnel

• In the event a USG Embassy employee or dependent has been detained, arrested, or is calling to report domestic violence, the telephone operator advises the caller to contact Post 1 of the Embassy or consulate of reference immediately so the call can be directed to the RSO.

Medical Care

• In a medical emergency, instruct the caller to dial 112 and ask for an ambulance. Ambulance attendants will give on-the-spot treatment enroute to the nearest hospital. The patient or family member should contact the Health Unit XXX duty phone at (+39) 335-726-0819

• For non-emergency medical calls involving a member of the Embassy community, please take the caller’s name and number and pass the information to the EDO.

Death or Illness of USG Employee or Dependent at Post

• If informed of the death or serious illness of a USG employee or dependent, contact the EDO immediately. If you are unable to reach the duty officer contact Post 1 at the consulate of reference.

Medevac and Emergency Visitation Travel Requests

• In the event of a call from another U.S. mission requesting Medevac assistance, please contact the Medical Duty Officer at (+39) 335-726-0819 or, if you cannot reach the Medical Duty Officer, call the EDO for assistance.

• Calls regarding Emergency Visitation Travel should be referred to EDO.

Other Assistance for US Mission Personnel

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Lockouts of Embassy-leased Residences

• Tri-Mission XXX Residents who are locked out of their homes should be instructed to contact Post 1 and be prepared to stop by the embassy to sign out a duplicate set of keys.

• XXX, XXX, and XXX Residents who are locked out of their homes should be instructed to contact Post 1 and be prepared to stop by the Consulate to sign out a duplicate set of keys.

Residential or Office Emergencies

• True emergencies (i.e., electrical outages, water pipe bursts, no heating) should only be referred to the Facilities Duty contact number at (+39) 334 600 36 79. Otherwise, advise callers to call during regular business hours. If the caller is insistent, then refer to facilities duty number.

• For XXX and XXX, refer true emergencies to the Consulates Duty Officers respectively. For XXX, contact the Facilities Duty contact number +39 334 600 36 79.

Incoming Calls for Embassy Staff

• Never reveal the home numbers of any employee. Advise the caller to call back during business hours or, if they indicate it is urgent, the call should be referred to the EDO.

Non-medical Evacuation Requests

• If the telephone operator receives information concerning an emergency evacuation of U.S.

citizens (official and/or non-official) from another country, the call should be transferred to the

EDO.

VIPs /Official Visitors

• All calls concerning high-level official travelers should be referred to EDO.

Incidents Involving U.S. Military Personnel

• Callers with non-urgent issues should be instructed to call the Defense Attaché Office during working hours.

• Death, illness, arrest, or other issues involving U.S. military personnel should be referred to the

XXX EDO.

Travel Document Assistance – Visa Issues, non-U.S. Citizens

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Basic Guidance

• Advise callers that the Embassy does not issue visas or provide visa information out of business hours.

• Members of the public with visa-related inquiries should consult the website at https://it.usembassy.gov/. Information on scheduling appointments can be found in the section on Visas under “Contact Us.”

• Information about the Electronic System for Travel Authorization (ESTA) is available on the web at https://esta.cbp.dhs.gov.

Green Card Holders/Lawful Permanent Residents (LPRs)

• The Embassy cannot assist Lawful Permanent Residents (LPRs or ‘green card’ holders) out of hours.

• Lawful Permanent Residents (LPRs or ‘green card’ holders) whose “green” card is lost or stolen can find further information here: https://www.uscis.gov/green-card/after-we-grant-your-green-card/replace-your-green-card

• NOTE: Non-American travelers, including LPRs, who have lost a passport, must contact the embassy of their nationality to get a replacement.

https://it.usembassy.gov/ https://esta.cbp.dhs.gov/ https://www.uscis.gov/green-card/after-we-grant-your-green-card/replace-your-green-card https://www.uscis.gov/green-card/after-we-grant-your-green-card/replace-your-green-card

Assistance to U.S. Citizens – Entry Issues to XXX

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Refusal of Entry to XXX

• Do not generally refer these calls to the EDO. First, connect to the recording. If they persist, Please tell the caller:

o The decision on admission to XXX is made by XXX authorities enforcing their own sovereign law, and Embassy does not intervene or influence the XXX government’s decision.

o When travelers are refused entry, the authorities usually order them returned to the country from which they departed, regardless of nationality or place of residence. We do not dispute or question the XXX authority’s official’s decision.

o The U.S. Embassy in XXX nor the Consulates in XXX, XXX and XXX cannot procure passports for

U.S. citizens who lost their passport while traveling to XXX and are being refused entry.

o Refer to EDO only if: the U.S. citizen traveler has medical or mental health issues or is a minor.

XXX Visa/Entry Requirement Inquiries

• Any U.S. citizens requesting information on XXX visa or entry requirements should be referred to the XXX Embassy in the U.S. See Embassy of XXX in the U.S. Please log the call as “Request for XXX Information – Referred to XXX Embassy website”.

https://ambwashingtondc.esteri.it/it/

Assistance to U.S. Citizens – Passports

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The U.S. Mission in XXX does NOT issue passports outside normal working hours.

Routine Passport Services: Please log these calls as “U.S. Passport Inquiry – Referred to Embassy website XXX

• Renewals – Callers who are not traveling within the next five business days should be directed to the Embassy’s website for information on renewing their passport (click on ‘Passports’ under the U.S. Citizen Services tab).

Emergency Passport Services

• If a U.S. citizen has had a passport lost, stolen, or expire and needs to travel within five business days, they should be instructed to visit the nearest Embassy or Consulate between 8:30am and 12:00pm the next business day. They do NOT need an appointment. If a caller asks about obtaining an emergency passport at one of the U.S. Consular Agencies, inform them that only the Embassy or the Consulate General can issue emergency passport.

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Assistance to U.S. Citizens – Lost/Stolen Property and

Destitution

Unless a person needs assistance with other matters (see Special Services below), the loss of personal property such as wallets or briefcases does not need to generate a call to the EDO.

Simply note the information in the duty log.

Refer calls regarding destitute U.S. citizens to the EDO. Destitution refers to persons who do not have funds to pay for a place to spend the night.

Cases where a U.S. citizen has had their property stolen (wallet and passport), should not be referred to the EDO as long as the person has a place to spend the night (for example, when they already paid for a hotel room, or a friend can help them find a place to stay). Only refer cases when the U.S. citizen will spend the night without shelter.

Assistance to U.S. Citizens – Notaries/Documents/Social Security

For information on notaries, obtaining U.S. public records, federal benefits, and/or other documentary issues, callers should consult our website.

• For notarial: https://xxxx. Please log the call as “Notarial Information – Referred to Embassy website”.

• For Social Security and other Federal Benefits: https://xxxx.

• For other services: https://xxxx.

https://xxxx./ https://xxxx./

Assistance to U.S. Citizens – Special Services – Transfer to EDO

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Most other U.S. citizen out-of-hours calls should be referred to the EDO. This includes:

• Any case involving a U.S. citizen who needs urgent assistance.

• Arrest of a U.S. citizen (collect location, phone number, and POC detention information)

• Welfare/Whereabouts/Missing Persons reports or inquiries.

• Medical emergencies or accidents/illnesses involving U.S. citizens.

• Threats to a U.S. citizen

• Death of a U.S. citizen

• Child custody issues or parental kidnapping

• Mental Illness Cases (often notified by law enforcement)

• Victims of Crime - refer victims of violent or other serious crimes to the EDO. For instances of pickpocketing or stolen property, see section on Lost/Stolen Property.

• Domestic Violence and Sexual Assault Cases

• Destitution Cases and/or Repatriation Requests

• Requests for Shelter

• Disasters or Mass Casualty Events

• Customs Violations or Narcotic-related Matters (i.e. Drug trafficking)

• XXX Authorities Suspecting Fraudulent Travel Documents

• Other Cases Not Referenced in This Guidance

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Annex A, B, C, D, E and F

Annex A – Telephone Instructions

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Calls should only be transferred to the EDO. The duty officer numbers, and personal mobile phone numbers of employees must NEVER be given out – not even to family members. If the EDO does not immediately respond, continue to call them on all available numbers every five minutes until connected.

If after several attempts, you still cannot reach the EDO, please follow the guidance below:

XXX - if they can't reach duty officer, call Consular Chief, Bergen Bassett 335 237 242

XXX - If they can't reach duty officer, call Post 1 (See Call Center Dialing instructions)

XXX - If they can't reach duty officer, call Post 1 (See Call Center Dialing instructions)

XXX - if they can't reach duty officer, call the backup EDO number:(+39) 06 4674 5078

If the call relates to an event requiring immediate Embassy or Consulate action, for example, the call is from the State Department Operations Center or an XXX government official needing to speak immediately to a member of the Embassy, call the EDO.

If the call relates to a crisis, like a civil air, land, or sea disaster, a mass casualty event, transfer to the

EDO.

XXX Regions Map: XXX-2022-ACS.jpg (813×610) (usembassy.gov)

Calls relating to an event requiring immediate assistance in XXX/XXX’s district (Refer to Regions Map link above) should be referred to the EDO in XXX.

XXX/XXX Duty Officer

Calls relating to an event requiring immediate assistance in XXX’s district (Refer to Regions Map link above) should be referred to the DO in XXX.

XXX Duty Officer

Calls relating to an event requiring immediate assistance in XXX’ district (Refer to Regions Map link above) should be referred to the DO in XXX.

XXX Duty Officer

Other Emergency Embassy Numbers https://it.usembassy.gov/wp-content/uploads/sites/67/Italy-2022-ACS.jpg

Annex A – Telephone Instructions

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Marine Security Guard Post One – direct line

Embassy Medical Duty Officer

XXX’s Facilities (After Hours)

RSO Duty Officer (After Hours) Call Post 1 at referenced location

Annex B – Sample Call Log

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LPR Green Card 20:40 - 20:45 p.m. (Note the time and length of each call) Caller:

Location of caller (XXX, XXX, XXX or XXX) Contact: 06 99 99 999 Referred to Embassy Website

Amcit passport 12:49 - 12:59 p.m.

Caller:

Location of caller (XXX, XXX, XXX or XXX) Contact: 679 12 12 12 Passport Query - Referred to the website for more information.

Amcit needs emergency PPT 18:31 - 18:36 p.m.

Caller:

Location of caller (XXX, XXX, XXX or XXX) Contact: 679 12 12 12 Passport query, traveling immediately, instructed to visit our website and walk in during the next business day.

Stolen wallet 18:38 - 18:44 p.m.

Caller:

Location of caller (XXX, XXX, XXX or XXX) Contact: 679 12 12 12 Does not need assistance just reporting stolen property, informed the information will be passed to the Embassy/Consulate General

Amcit arrested at XXX Airport 14:21 - 14:24 p.m.

Caller: Sgt.

Police, Airport Location of caller (XXX, XXX, XXX or XXX)

Annex B – Sample Call Log

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Contact: 679 12 12 12 Subject:

Referred to EDO

Notary Service Notary Query Referred to Embassy website

Visa Inquiry 22:20 22:21

ESTA

09:55-09:56

Embassy Location 19:55 – 19:56

Intoxicated Caller 03:44 – 03:45 Turned back

Local police re Embassy employee 23:19 Forwarded to EDO

Annex C – Bomb Threat Calls

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BE CALM, BE COURTEOUS, LISTEN and DO NOT INTERRUPT!! Follow your FirstCall procedures and incorporate this information below which will need to be forwarded to Post One:

RECORD:

• Time the call was received.

• Your name

• Exact wording of the threat

• Time the call ended.

• Callers’ tone of voice

• Background noise

• Callers’ language (educated, recorded, etc.)

• Is the caller male/female?

ASK:

• When the bomb is going to explode

• Where it is at the present moment

• What it looks like

• What kind of bomb is it?

• What will cause it to explode?

• Did you place the bomb? Why?

• Callers’ name and address and age if possible

• Are you calling from a pay phone (record contact if possible)

Call the Embassy’s Marine Security Guard at Post 1 (+39) 06 4674 2112 and report the call immediately. The Marine Security Guard, RSO, or EDO will inform you of any additional action needed.

Please pass any other security related calls (i.e., calls to give information on political, economic, military, refugee issues) to the EDO.

Annex D – Crisis Procedure

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In case of a terrorist incident or other major crisis event in XXX, First Call should be directed by the EDO or other Embassy personnel to initiate Crisis Procedures. Crisis procedures are divided into Phase 1 and Phase 2. The following instructions apply to Crisis Procedures, although they may be supplemented by additional instructions from the Embassy as the crisis goes on.

PHASE 1: Upon receiving the initial instruction to implement Crisis Procedures, First Call will implement Phase 1 as follows:

A. Calls not related to the crisis event.

Follow standard scripts as usual.

B. Calls expressing general concern or requesting general information about the crisis event, but without any specific indication that the call involves someone directly affected by the event.

Examples: “My son is traveling somewhere in XXX, and I’m worried about him.” “Is it safe to use the Metro?” “My flight home has been cancelled.” “I have a visa appointment tomorrow; will the Embassy be open?”

Read the following script:

The Embassy is aware of the situation and is gathering details. Please monitor the Embassy and Department of State websites and social media accounts for guidance as well as local police services. If requested: https://XX.usembassy.gov/ and travel.state.gov

C. Calls from anyone directly affected by the event or involved in the official response

Examples: A U.S. citizen who has been hospitalized because of the incident; a U.S. or XXX government official who is reporting or seeking information.

Pass call to the EDO. If the EDO is unavailable, request the caller’s contact information and advise that because of the ongoing event, the Embassy’s response may be delayed.

PHASE 2: As the crisis unfolds, the U.S. government may decide to establish a Call-center to receive inquiries about the crisis either in the United States, at another diplomatic post, or at the U.S Embassy in XXX. When that occurs, the EDO or other Embassy personnel will provide First Call with the Call-center’s number, and instruct First Call to move to Phase 2 of Crisis Procedures:

A. All calls related in any way to the crisis:

Inform the caller that a dedicated U.S. government Call-center has been established to address the situation and provide the caller with the number. (If the Call-center is set up at the U.S. Embassy XXX, First Call should transfer calls directly to +39 xxx xxxx https://xx.usembassy.gov/ https://travel.state.gov/content/travel.html

Annex D – Crisis Procedure

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B. All other calls:

Refer caller to the EDO. If the EDO is unavailable, request the caller’s contact information and advise that because of an ongoing incident, the Embassy’s response may be delayed.

RETURN TO NON-CRISIS PROCEDURES: If/when the Embassy instructs First Call to terminate Crisis Procedures, First Call should return to its usual scripts and instructions.

C. All other calls:

Refer caller to the EDO. If the EDO is unavailable, request the caller’s contact information and advise that because of an ongoing incident, the Embassy’s response may be delayed.

RETURN TO NON-CRISIS PROCEDURES: If/when the Embassy instructs First Call to terminate Crisis Procedures, First Call should return to its usual scripts and instructions.

Annex E – Call Scripts

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Script for LOST PASSPORT:

We understand how difficult and stressful it is if a US passport has been lost or stolen. The Embassy in XXX or consulates in XXX XXX or XXX can issue an emergency passport for you on the next business day. For security reasons it is not possible to issue an emergency passport after hours or on weekends and holidays. The embassy Duty Officer is not able to make an exception under any circumstances or compel transport companies to permit you to board without a passport. Please visit our website at it.usembassy.gov for additional information on what you need to bring to apply for an emergency passport. Please plan to arrive at the Embassy or Consulate at the appropriate hours.

The recording for Lost Passport: (+39) 06 4674 5201

Script for DENIED ENTRY:

If you have been refused entry into XXX because your passport was reported lost or stolen or has expired, we understand that this can be very frustrating and a hassle. However, please note that the decision to admit travelers into XXX lies solely with the XXX immigration authorities. The US Embassy has no authority or ability to give recommendations or intervene regarding questions of entry into XXX. The US Embassy Duty Officer cannot under any circumstances vouch for or verify your identity and citizenship nor petition the XXX authorities on your behalf nor meet you at the airport to issue an emergency passport. The XXX Government has the authority to refuse you entry and in such cases the airline has the obligation to return you to the United States on the next available flight. The Embassy Duty Officer is not able to make an exception under any circumstances.

If the XXX Authorities permit you to enter XXX, the US Embassy in XXX or one of the Consulates in XXX, XXX or XXX can issue an emergency passport on the next business day. Please visit it.usembassy.gov for additional information on what you need to bring to apply for an Emergency Passport. Please plan to arrive at the Embassy or Consulate at the appropriate hours.

The recording for Denied Entry: (+39) 06 4674 5202

Script for MISSING PERSON:

If you are calling to report a missing person in XXX, we understand this can be an extremely difficult and worrying time. Please be advised that the US Embassy Duty Officer is not a first responder and has limited resources after hours and on weekends. XXX authorities will be the primary resource for locating your loved one.

Annex E – Call Scripts

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Please know, moreover, that XXX authorities will usually contact the Embassy when they are aware of an American who needs emergency assistance. In such cases, the Embassy will immediately reach out to family members if authorized by the us citizen.

However, U.S. citizens abroad often forget – or are unable – to contact their friends and families on a regular basis due to time differences, busy schedules, lack of cell phone coverage, irregular access to email, or difficulty making international phone calls. In most cases, worried friends and family members eventually hear from the person, although it may take several days for the person to respond.

If you are calling about a minor or believe there is evidence of a crime or suspicious circumstances, please notify XXX authorities and return to the operator to speak with a duty officer. If not, please notify uscitizensXXX@state.gov on the next business day.

or uscitizensXXX@state.gov uscitizensXXX@state.gov uscitizensXXX@state.gov depending on where the person disappeared).

The recording for Missing Person: (+39) 06 4674 5203 mailto:uscitizensrome@state.gov mailto:uscitizensmilan@state.gov mailto:uscitizensflorence@state.gov mailto:uscitizensnaples@state.gov

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Annex F

Holiday Schedule

The calendar of XXX and American holidays can be accessed at the following link:

https://it.usembassy.gov/holiday-calendar/.

Kindly take note: when an authorized American holiday, marked by the American flag, falls on a Sunday, offices are closed the following Monday. When an American holiday falls on a Saturday, offices are closed the preceding Friday. This practice is not followed in the case of the XXX holidays, marked by the XXX flag. Do not take into account the holidays marked by any other flag.

https://it.usembassy.gov/holiday-calendar/

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GLOSSARY

ACS American Citizen Services

CG Consul General

COM Chief of Mission

DCM Deputy Chief of Mission

EDO Embassy Duty Officer

ESTA Electronic System for Travel Authorization

GSO U.S. Embassy General Services Office

HRO Human Resources Office(r)

Legatt U.S. Embassy Legal Attaché

LGF U.S. Embassy Local Guard Force

LPR/Green Card Lawful Permanent Resident of the United States

MDO U.S. Embassy Medical Duty Officer

MGT Management

MED Medical Office

Minor Person under the age of 18 yrs.

MSG U.S. Embassy Marine Security Guard (Post 1)

Official American U.S. Government employee

Ops (Ops Center) Department of State Operations Center (Washington DC)

RSO Regional Security Officer (located in ROM, NAP, & MIL)

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Call Center Dialing Instruction:

The Call Center shall transfer calls directly to the following XXX mobile or landline numbers.

XXX Duty Officer mobile:

XXX Duty Officer mobile:

XXX Duty Officer mobile:

XXX Post 1 landline:

XXX Post 1 landline:

XXX Post 1 landline:

XXX Health Unit mobile:

XXX Facility on duty mobile: