Chapter_1_(Operations).pdf

Chapter 1

Operational Policies and Procedures 2/10/2017

ASC Standard Operating Procedures

Chapter 1: Operational Policies and Procedures

Table of Contents

Section 1: Operational Policies

1. Introduction / General Policy

2. Operating Hours o Federal Holidays o Contract Staff Working Hours o Overtime o Breaks o ASC Closures

3. ASC Environment o Cell Phones, Cameras, or Other Recording Devices o Food and Drink o Appearance of ASCs o Solicitation o Attorneys and/or Community-Based Organization (CBO) Representatives o Law Enforcement Officers o Children Accompanying Applicants o Visitors and Visitor Control Log o Mail

4. Security o Physical Security Security Guards Facility Access (Opening and Closing) Facility Keys Security Alarms Security Containers (Safes) o Information Security Security Clearance Requirements Exit Processing USCIS Systems A-file Storage and Accountability Personally Identifiable Information (PII) Computer Passwords Computer Equipment and Software Security Computer Security Training

5. ASC Staff Responsibilities o Teamwork o ASC ISO Presence o ASC ISO Chain-of-Command o ASC ISO Responsibilities o Contract Staff Responsibilities Site Supervisor Biometrics Technician

6. Applicant Appointments

Priority Order Family Groups o Customer Service Interpreters Special Accommodations

Physical Contact Communication Service Animals o Change of Address Requests o Lost and Found

Section 2: Operational Procedures

1. Scheduling o Site Capacity o Turning Applicants Away

2. Biometrics Capture o Biometrics Technical Requirements Age Height Applicants in Custody Military Members Applicants without A-Number or Social Security Number Photographs Manual (Ink) Fingerprinting Alien File (A-File) Storage Zip Codes

3. Incident Reports o USCIS Significant Incident Reports (SIR) o ASC Incident Reports (AIR) o Outstanding Arrest Warrants

4. Mail Courier Service

5. News Media, Community-based Organizations, and Congressional Visits o News Media o CBOs, Congressional Staff, and Other Stakeholders

6. Technology o Equipment Malfunction o Electrical Problems o Data Changes o Workstations and Equipment o Barcode Scanners

Appendices

1. ASC Visitor Log

2. Form G-1273 - Data Change/Delete Request Form

3. USCIS Significant Incident Report

4. ASC Incident Report (AIR)

5. Customer Service Card

6. Key Issue Form

7. Key Transfer/Return Form http://connect.uscis.dhs.gov/org/ESD/biometricsdivision/ASC%20ISO%20Toolbox/ASC%20Visitor%20Log.pdf http://connect.uscis.dhs.gov/workingresources/Documents/G-1273,%20Data%20Change%20Delete%20Request%20Form%20for%20BBSS,%20CPMS,%20and%20FD-258.pdf http://connect.uscis.dhs.gov/org/MGMT/OSI/Pages/SIRs.aspx http://connect.uscis.dhs.gov/org/ESD/biometricsdivision/ASC%20ISO%20Toolbox/ASC%20Incident%20Report%20(AIR).pdf http://connect.uscis.dhs.gov/org/ESD/biometricsdivision/ASC%20ISO%20Toolbox/ASC%20Customer%20Comment%20Card.pdf http://connect.uscis.dhs.gov/org/ESD/biometricsdivision/ASC%20ISO%20Toolbox/ASC%20Key%20Issue%20Form.pdf http://connect.uscis.dhs.gov/org/ESD/biometricsdivision/ASC%20ISO%20Toolbox/ASC%20Key%20Transfer-Return%20Form.pdf

Section 1: Operational Policies

1.1 Introduction: The United States Citizenship and Immigration Services (USCIS) is the organization within the Department of Homeland Security (DHS) responsible for enforcing the laws regulating the admission of foreign-born persons to the United States. USCIS administers various immigration benefits, including the naturalization of resident aliens, immigrant and non-immigrant sponsorship, adjustment of status, work authorization and other permits, and processing refugee and asylum applicants. The mission of USCIS is to secure America’s promise as a nation of immigrants by providing accurate and useful information to our customers, granting immigration and citizenship benefits, promoting an awareness and understanding of citizenship, and ensuring the integrity of our immigration system.

The Immigration Records and Identity Services (IRIS) Directorate within USCIS is responsible for providing trusted, critical, and timely identity, immigration status, and employment authorization information to appropriate customers and stakeholders with legitimate claim to such information in an efficient and professional manner.

The Biometrics Division (BD) within the Immigration Records and Identity Services (IRIS) Directorate is responsible for the administration of ASCs throughout the United States and its territories. The primary operations at ASCs are capturing biometrics. In furtherance of the USCIS mission statement, ASCs directly support the integrity of the immigration system by providing quality data and biometric services. As part of the immigration benefits adjudication process and as required by law, USCIS conducts background checks on petitioners and applicants who seek certain immigration benefits. The background check process is triggered as soon as a petitioner or applicant submits their application for a specific benefit. In general, after USCIS receives an application for which a background check is required, USCIS schedules the applicant by mail to have biometrics captured at a specific ASC. This chapter details the process that takes place after such notification.

The title “ASC Immigration Services Officer (ASC ISO)” refers to the USCIS ASC site officer or representative assigned to the ASC and the title “Site Supervisor” refers to the contract ASC supervisor assigned by the ASC contractor.

The following standardized operational policies (SOP) and procedures apply to all USCIS Application Support Centers (ASCs). ASCs are sites that may be located in space leased by a contractor [Stand-Alone (SA)], co-located with a USCIS Field Office in USCIS-leased space (COLO), or co-located in GSA-leased federal space (COLO-FS).

General Policy: All ASCs will implement the policies established in this SOP. ASC ISOs and Site Supervisors will resolve exceptions and problems that may arise with the published policies;

however, solutions will not modify the standardized procedures established in this SOP.

Recommended changes may be submitted through appropriate channels to the BD-OA Branch mailbox.

mailto:BD-OABranch@uscis.dhs.gov

1.2 Operating Hours: The standard operating hours for ASCs are 8:00am to 4:00pm, Monday through Friday unless otherwise approved by BD. Based on the circumstances, and subject to capacity and availability, ASCs should attempt to accommodate customers when possible to provide excellent customer service.

Federal Holidays: ASCs will observe Federal holidays on the day authorized for Federal employees.

Contract Staff Working Hours: The working hours for ASC contract staff are normally from 7:45 a.m. to 4:15 p.m. Any exception must be approved by BD. The working hours from 7:45 a.m. to 8:00 a.m. and 4:00 p.m. to 4:15 p.m. are generally used to:

• Prepare for daily operations

• Ensure workstations are orderly

• Restock workstations

• Conduct training

• Hold staff meetings

ASC doors will be open to the public by 8:00 a.m. If needed and circumstances warrant, ASCs may open their doors up to 15 minutes early to accommodate customers and prepare for processing. ASC ISOs and Site Supervisors will monitor volume of unscheduled biometrics applicants, so that biometrics processing is completed by 4:00 p.m. Unusual circumstances requiring work outside operating hours is subject to supervisory approval.

Overtime: Overtime for contract staff is at the discretion of the contractor with approval from the contractor chain-of-command. Overtime for an ASC ISO must be requested by the ASC ISO and approved in accordance with USCIS policies.

Breaks: Site Supervisors are responsible for implementation and maintenance of a staggered ASC contract staff break schedule for breaks/lunch to accommodate continuous applicant processing. Site Supervisors will not close an ASC (unless pre-authorized) or interrupt customer processing in order to permit contract staff to take breaks.

ASC Closures: ASCs may close for various reasons including holiday observance, inclement weather, site relocation or facility issues. The decision to close an ASC falls into one of two categories: pre-planned or unplanned.

Pre-planned Closure

The Regional Office in consultation with the Field and District Offices may request exceptions to scheduled operations due to special events. An advance decision to close an ASC must go through the proper channels. The Regional Office must submit a request for closure at least 35 days in advance of the request date.

The request must contain the following information:

1. ASC location

2. Date(s) and time(s) of requested closure

3. Justification for the request

The Regional Office will submit the request to FOD HQ by sending an email to FODOperationsSupport@uscis.dhs.gov. FOD HQ will contact the BD Operations Branch to discuss the request. BD Operations has the authority to make the final decision to approve or deny a request for ASC closure.

Closure Request Approved If BD approves the request, the BD Operations Branch will notify all parties and will adjust the schedule accordingly.

Closure Request Not Approved If the request is not approved or if an adjustment to the requested time frame is necessary, BD Operations will convey this information through FOD HQ.

Unplanned Closure

An ASC may need to close without advance notice due to an unplanned event, such as inclement weather or an unexpected issue with the facility issue. Weather-related closures are the most common reason for closing an ASC without advance notice. The ASC ISO must report such closures through a USCIS Significant Incident Report.

See Chapter 9 for ASC unplanned or emergency closure procedures

COLO ASC:

USCIS Field Office Director with a recommendation from an ASC ISO and consultation with HQ FOD and BD Operations Branch Chief or his/her designee has the authority to close the ASC.

SA ASC/COLO-FS:

During ASC operating hours, local contract and local USCIS management along with BD Operations will decide if it is necessary to close the ASC.

Outside of ASC operating hours, if the local Federal Executive Board or any other local authority is considering closing federal and local operations due to a weather-related event, then local USCIS FOD, through their chain of command, will decide if it is necessary to close the ASC and will notify the BD Operations Branch at BD OA Mail box as well as the following personnel by email:

• BD Chief mailto:FODOperationsSupport@uscis.dhs.gov

• BD Deputy Chief,

• BD Operations Branch Chief,

• BD Contracting Officer’s Representative (COR).

See Chapter 9 Occupant Emergency Procedures for ASC emergency closure procedures.

ASC Closure Notification

ASC closures are posted internally on USCIS Connect (BD Tool Box) and externally on the uscis.gov website (see USCIS Office Closing).

When practical, Site Supervisors at a Stand Alone ASC will post a closure sign that is visible from the outside of the ASC to notify the public. ASCs should use the ASC Closure Sign Template located in the BD Tool Box. ASC ISOs and Site Supervisors will use their discretion for the location and number of signs used. Page protectors may be used for posting signs; however additional text or pictures may not be added to the approved template.

• For holiday closures, closure signs will be posted 5 business days prior to the holiday.

• For all other closings, closure signs will be posted in advance whenever possible.

3. ASC Environment

Cell Phones, Cameras, or Other Recording Devices:

The ASCs will follow the general guidelines outlined in the USCIS Policy Manual, Volume 1 – General Policies and Procedures, Part A – Customer Service, Chapter 13 – Cell Phone Usage in USCIS Offices summarized below:

Customers may not use cameras and recording capable devices (including cell phones) at an ASC. In addition, cell phones should be silenced while in the waiting area and any conversations should be kept to a low level so as not to disrupt others. Customers must completely turn off all phones during biometrics processing. Guards will not search purses, bags, or clothing of applicants. Anyone failing to follow these instructions may be required to leave the premises.

ASC staff will silence their cell phones and other electronic devices upon entering the ASC.

Contract staff may use cell phones during authorized breaks and the lunch period while in the employee break room. Contract staff may not make or receive cell phone calls anywhere else in the ASC during working hours. The ASC ISO, Site Supervisor and receptionist may use a cordless telephone headset for official business. USCIS personnel and contractor management may use cell phones in private ASC offices.

http://connect.uscis.dhs.gov/org/ESD/biometricsdivision/ASC%20ISO%20SOP%20by%20chapter/Chapter%209%20Occupant%20Emergency%20Procedures.doc https://www.uscis.gov/about-us/uscis-office-closings http://connect.uscis.dhs.gov/org/ESD/biometricsdivision/ASC%20ISO%20Toolbox/ASC_Closure_Sign_Template.doc http://connect.uscis.dhs.gov/org/ESD/biometricsdivision/ASC%20ISO%20Toolbox/ASC_Closure_Sign_Template.doc http://connect.uscis.dhs.gov/workingresources/policymanual/Pages/HTML/PolicyManual-Volume1.aspx http://connect.uscis.dhs.gov/workingresources/policymanual/Pages/HTML/PolicyManual-Volume1.aspx http://connect.uscis.dhs.gov/workingresources/policymanual/Pages/HTML/PolicyManual-Volume1-PartA.aspx http://connect.uscis.dhs.gov/workingresources/policymanual/Pages/HTML/PolicyManual-Volume1-PartA-Chapter13.aspx http://connect.uscis.dhs.gov/workingresources/policymanual/Pages/HTML/PolicyManual-Volume1-PartA-Chapter13.aspx

Food and Drinks: Food and drinks are generally prohibited at ASCs. Exceptions may be considered on a case by case basis for medical or other reasons.

ASC staff may only eat and drink in designated areas (breakrooms or offices) with the exception of bottled water at workstations. Candy and gum should not be shared or made available to the public.

Appearance of ASC: ASCs should project a neat, safe, and professional image that conveys quality customer service and efficient performance. Accordingly, ASC staff must adhere to the following:

• No personal pictures, photos, bulletins, post-its, or other communications will be affixed to any walls or equipment, to include offices, workstations, supply rooms, computer rooms, bathrooms, and break rooms. Only USCIS-approved framed pictures, posters, banners, or other communications may be hung on walls. Framed USCIS and contractor awards and certificates may be neatly displayed in the ASCs and in individual team member areas. One small framed family/friend photo may be placed on the workstation desk surface.

• Waiting areas and workstations should be maintained in a clean and orderly manner.

• Supplies will be organized by item name and stored neatly. Excess supplies and equipment will be identified for disposition.

• Supply and computer rooms should not be used for storage by the ASC ISO or OIT.

• Break rooms, to include refrigerators, microwaves, coffee pots, and counter surfaces, will be maintained in a clean and orderly manner. Maintenance of this kind is not a janitorial responsibility.

Solicitation: No solicitation is permitted within ASCs. Only USCIS handouts, brochures or flyers authorized by BD leadership may be displayed or distributed.

Attorneys and/or Community-Based Organization (CBO) Representatives: Attorneys and/or CBO representatives may accompany their client to the client’s ASC appointment.

Generally, the representative may only assist the applicant in completing forms. In the rare instance that an applicant requests that the representative accompany them to the workstation, a representative will be permitted to do so.

Law Enforcement Officers: No weapons are allowed in ASCs with the exception of public law enforcement officers. Public law enforcement officers, in uniform or in plain clothes, on or off duty, are permitted to carry a firearm into an ASC provided they identify themselves to security and display acceptable credentials.

Children Accompanying Applicants: Infants, toddlers, and small children or children who require special care will not be left unattended while an applicant is being processed.

Preferably, an adult accompanying the applicant can remain with and monitor the applicant’s child(ren) in the waiting area.

ASC contract staff may allow the child to accompany the applicant during processing if the child is not disruptive to operations. However, if the child becomes disruptive, the ASC ISO may dismiss the applicant and request that the applicant return without the child or with an adult to monitor the child in the waiting area.

ASC contract staff will not hold or babysit any applicant’s child(ren).

Visitors and Visitor Control Log: With limited exceptions, visitors are not authorized at ASCs. Only authorized government employees, current contractor or subcontractor employees, and applicants and those individuals accompanying applicants are permitted to be in an ASC. Due to limited ASC space, individuals accompanying applicants may remain only if there is available seating in the waiting area and are not permitted in the operational area. All other visitors require approval from the ASC ISO or Site Supervisor.

Each ASC will maintain a visitor control log. All visitors will sign in. This includes:

• Vendors, such as repair/maintenance, service, janitorial;

• ASC staff family members and guests; and

• Contractor or USCIS personnel not assigned to the ASC.

Applicants and persons accompanying applicants with appointment notification letters are exempt from signing in.

Mail: Unless mail is directed to a specific individual, official USCIS business mail should be opened by the ASC ISO. Contractor-specific mail should be opened by the addressee.

Employees must not send personal mail out of the ASC or have personal mail delivered to the ASC address.

4. Security

All ASC staff will strictly adhere to the procedures below regarding:

Physical security of the site and the equipment Information security of the Information Technology (IT) equipment and handling of personal data

Physical Security: All ASC staff will be conscious of their surroundings and ensure that the ASC and its equipment are properly safeguarded.

Security Guards: Pursuant to the ASC contract, guards serve as front line customer service personnel, whose primary duty is to provide both interior and exterior crowd control (observe and report capacity) and to enforce parking regulations, as required.

Guards may also greet applicants, maintain an ASC visitor control log, check the hands of applicants for open wounds or cuts, distribute the Applicant Information Worksheet (AIW), and check applicant identification documents. The use of guards in these secondary activities is acceptable as long as these additional duties do not interfere with their primary responsibilities.

Facility Access (Opening and Closing): During normal business hours for all ASCs, the Site Supervisor or the Back-up Site Supervisor is responsible for ASC security, which includes opening, closing, and setting the alarms for the site. The ASC ISO may also assist in the opening and closing of ASCs.

SA ASC: The contract Facilities Coordinator will issue ASC keys and alarm codes for SA ASCs to ASC ISOs, Back-up ASC ISOs, Site Supervisors and Back-up Site Supervisors. Other ASC staff members are not authorized keys or access codes. The local field office should have a copy of all keys, alarm codes and safe combinations.

The ASC Site Supervisor will:

• Request ASC alarm code changes through the contract Facilities Coordinator; and

• Ensure the contract Facilities Coordinator has current ASC contract staff contact information, including after-hours telephone numbers and a list of authorized personnel.

• Opening: The ASC ISO, Site Supervisor, or designee opening the SA ASC will unlock the door(s), enter the access code to deactivate the alarm system, and briefly inspect the premises. If there are security or facility issues that need to be resolved, the Site Supervisor or designee will notify the contract Facilities Coordinator, who will then determine what measures to take. The Site Supervisor or designee must notify their chain-of-command and complete an ASC Incident Report (AIR), if warranted. A USCIS SIR may also be required to be completed by the ASC ISO.

• Closing: The ASC ISO, Site Supervisor, or designee closing the SA ASC will ensure that all points of egress and ingress (doors, windows, half-windows, access portals to adjacent non-ASC areas, etc.) are secured prior to entering the access code to activate the alarm system and locking the door(s).

COLO/COLO-FS ASC: The Government Services Agency (GSA) or USCIS facility representatives will issue keys or access cards for the COLO ASCs to USCIS personnel and contract staff for ASCs located at GSA or USCIS facilities, respectively.

• Opening: The ASC ISO, Site Supervisor, or designee opening the COLO ASC will unlock the door(s) and briefly inspect the premises. If there are security or facility issues that need to be resolved, the Site Supervisor or designee will notify the contract http://connect.uscis.dhs.gov/org/ESD/biometricsdivision/ASC%20ISO%20Toolbox/ASC%20Visitor%20Log.pdf building administrator, who will then determine what measures to take. The Site Supervisor or designee must notify their chain-of-command and complete an ASC Incident Report (AIR), if warranted. A USCIS SIR may also be required to be completed by the ASC ISO if not completed by local USCIS management.

• Closing: The ASC ISO, Site Supervisor, or designee closing the COLO ASC will ensure that all points of egress and ingress (doors, windows, half-windows, access portals to adjacent non-ASC areas, etc.) are secured prior to locking the door(s) and informing the building security personnel that the ASC is secure.

Facility Keys

To maintain security at all ASCs, particularly at ASCs where the Federal Protective Service is not present, access control should be strictly enforced. Only authorized persons will be issued keys and will be responsible to safeguard them appropriately.

SA ASC: The contract Facilities Coordinator will only issue ASC keys and alarm codes to:

• ASC ISOs

• Back-up ASC ISOs

• Site Supervisors

• Back-up Site Supervisors

• Assistant Site Supervisors

COLO/COLO-FS ASC: The Government Services Agency (GSA) issues keys or access cards for COLO-FS ASCs. The Contractor Facility Office issues keys or access cards for COLO ASCs.

In the absence of the assigned ASC ISO, their local FOD supervisor will ensure a Back-up ASC ISO has adequate access to the ASC ISO office to perform required functions.

Key Accountability: To maintain ASC key accountability, contract staff and USCIS personnel will complete a Key Issue Form when keys or access cards are issued and a Key Transfer/Return Form when keys or access cards are returned on or before the last day of employment. The completed key accountability forms will be scanned and emailed to the contract Facilities Coordinator.

Security Alarms:

The commercial alarm system provider, in conjunction with the contractor Facilities Coordinator, will issue each SA ASC unique site and system identifier numbers. These numbers will be used when calling the alarm system provider. If possible, service calls to the alarm system provider should be coordinated through the contract Facilities Coordinator. When the contract Facilities Coordinator cannot be reached, direct contact http://connect.uscis.dhs.gov/org/ESD/biometricsdivision/ASC%20ISO%20Toolbox/ASC%20Key%20Issue%20Form.pdf http://connect.uscis.dhs.gov/org/ESD/biometricsdivision/ASC%20ISO%20Toolbox/ASC%20Key%20Transfer-Return%20Form.pdf with the alarm system provider is authorized, and the ASC Site Supervisor will contact the contract Facilities Coordinator as soon as possible thereafter. The contract Facilities Coordinator can be notified through a voicemail message or email.

If an interior alarm activates during non-business hours, the alarm system provider will call the Site Supervisor and/or the 24/7 Facilities number. Interior alarms that have reset with no associated exterior alarms do not require a response. If an interior alarm has not reset, or if there is an associated exterior alarm, a response by the Site Supervisor or from someone on the after-hours call-list is required. The alarm system provider has been instructed not to dispatch the police for interior alarms without associated exterior alarms.

A response by the Site Supervisor or other call list personnel and the police are required for all exterior alarms. Alarm activation and alarm response will be reported on an AIR to the contract Facilities Coordinator and BD.

If an ASC activates their panic button, the alarm company will contact the police.

Security Containers (Safes): Every ASC should have a security container (safe) to secure sensitive documents (extension stickers, records, files) and equipment. Strict adherence to DHS security policies must be followed. See “Safeguarding and Storage,” Safeguarding Classified & Sensitive Unclassified Information, DHS Office of Security.

Information Security: ASC staff must safeguard the personal information which they encounter in the course of processing applicants.

Security Clearance Requirements: ASC contract staff duties require access to sensitive government information; therefore, a Moderate Risk Background Investigation (MRBI) will be completed by the USCIS Office of Security and Investigation (OSI) prior to Entering on Duty (EOD) and processing applicants.

DHS Personal Identity Verification (PIV) cards: ASC staff will be issued a DHS PIV card which they must display at all times. For additional information, see Office of Security & Integrity, Obtaining a DHS PIV Card.

DHS PIV cards must be fully visible and worn above the waist during normal ASC operating hours. DHS PIV cards are used to log onto the USCIS network and should be removed from the card reader when not in use. Removing the DHS PIV card from the card reader does not lock your workstation.

ASC staff will not display the DHS PIV card outside their assigned ASC unless it is required for USCIS official business. Upon exiting the facility, employees and contractors must safeguard their DHS PIV card at all times.

If an ASC contract staff member loses their PIV card, they should notify their Site Supervisor to ensure the Lost, Stolen, and Damaged DHS Personal Identity Verification (PIV) Cards procedures are followed, to include submitting a SIR.

Exit Processing

The BD COR is responsible for ensuring that exit clearance procedures are followed correctly for departing ASC contract staff. The Site Supervisor:

1. Completes exit clearance forms (Form G-1126, G-1127, and G-1160) at the ASC.

2. Submits the exit clearance forms to the Contractor Assistant Onsite Manager to then provide to the BD COR for review, signature, and final disposition with OSI Personnel Security Division and other applicable parties.

3. Sends the DHS PIV card to the HQ ID Unit in Washington, D.C.

4. Provides the mail courier tracking numbers to the Contractor Assistant On-Site

Manager for tracking purposes via the Form G-1126.

USCIS Systems: In order to access USCIS systems, a DHS PIV card and USCIS network profile (uscis.dhs.gov email address) is required for each user. Although only the ASC ISO will have access to most USCIS databases, some ASC contract staff will have access to the Customer Profile Management System (CPMS) Extension Sticker Issuance (ESI) and Standard Management Analysis and Reporting Tool (SMART) systems for reporting purposes. All system accesses are reviewed and approved by the

BD COR.

A-file Storage and Accountability: The storage and handling of A-files at ASCs must comply with the Records Policy Manual PART II-19: Records Security. Local field office management will ensure that the ASC ISOs under their supervision understand and follow the process by which A-files are appropriately secured.

Personally Identifiable Information (PII): DHS defines PII as “any information that permits the identity of an individual to be directly or indirectly inferred, including any information that is linked or linkable to that individual, regardless of whether the individual is a U.S. citizen, lawful permanent resident, visitor to the U.S., or employee or contractor to the Department.”

“DHS employees, contractors, consultants, interns and detailees are required by law to properly collect, access, use, share, and dispose of PII in order to protect the privacy of individuals.” All ASC staff members are responsible for protecting PII in accordance with DHS and USCIS policy and guidelines. Additional information in regards to Privacy and the protection of PII may be found under the USCIS Office of Privacy.

Computer Passwords: Computer passwords are required to access USCIS equipment and systems. Passwords should not be shared and will be safeguarded at all times. Any http://ecn.uscis.dhs.gov/team/mgtosi/Offices/osi/FSD/HSPD12/SIR/default.aspx http://ecn.uscis.dhs.gov/team/mgtosi/Offices/osi/FSD/HSPD12/SIR/default.aspx http://ecn.uscis.dhs.gov/team/mgtosi/Offices/osi/C2S2/C2OPS/SIRNew/_layouts/FormServer.aspx?XsnLocation=/team/mgtosi/Offices/osi/C2S2/C2OPS/SIRNew/SIRForm/Forms/template.xsn&SaveLocation=/team/mgtosi/Offices/osi/C2S2/C2OPS/SIRNew/SIRForm&Source=/team/mgtosi/Offices/osi/C2S2/C2OPS/SIRNew/SitePages/Home.aspx&DefaultItemOpen=1 http://connect.uscis.dhs.gov/org/ESD/RD/RPM/Pages/RPM_TOC.aspx http://connect.uscis.dhs.gov/org/ESD/RD/RPM/Documents/Records%20Security.pdf http://connect.uscis.dhs.gov/org/PVY/Pages/default.aspx loss or suspected misuse of a password should be reported to the local Computer Systems Security Officer.

Computer Equipment and Software Security: ASC staff will adhere to the following:

• Computer equipment will not be moved or disconnected from the wall mounted data port. If a data port is deactivated, ASC staff should open an USCIS Service Desk.

• Unapproved software will not be installed or altered on ASC equipment except by approved OIT personnel in accordance with USCIS policy.

Computer Security Training: All ASC contract staff will complete annual computer security training to access USCIS equipment and systems. Failure to complete annual computer security training will result in denial of access to USCIS equipment and systems and potential termination of employment.

5. ASC Staff Responsibilities:

Teamwork: Maintaining a good working relationship between the ASC ISO and the ASC contract staff is essential in establishing and maintaining effective operations.

Although the operation is contract-supported, it is a crucial USCIS operation, and is essential to the immigration benefit process.

A strong USCIS and contractor partnership is required at all levels. There is a need for continuous communication between the ASC ISOs and Site Supervisors, especially in managing the local scheduling effort, collecting and submitting workload and performance data, and the preparation and submission of incident reports.

ASC ISO Presence: USCIS follows laws established by Congress that require USCIS to conduct background checks on applicants using fingerprints obtained only from exclusively defined sources. Congress also required USCIS personnel to be stationed at contractor-operated facilities at all times. (Public Law 105-119 (8 USC 1446, 11/25/98) and Federal Presence at USCIS Application Support Centers (March 17, 2015).

An ASC ISO is required to be stationed at all times at an ASC; however, reasonable absences from a site for coffee or lunch breaks or due to emergent circumstances are expected and acceptable. Extended periods away from the site are unacceptable. An “extended period” refers to a time frame of greater than two hours. The local field office will assign a Back-Up ASC ISO in all cases of scheduled leave or planned extended periods of absence.

Occasional exceptions to this rule may apply at a remote ASC where it may not be practical to arrange for backup personnel without advance notice. If a Back-Up ASC ISO cannot be assigned, the Site Supervisor will contact local FOD management who will http://connect.uscis.dhs.gov/org/ESD/Documents/Federal%20Presence%20at%20USCIS%20Application%20Support%20Centers.pdf provide guidance if questions or issues arise (for example, if renewal stickers inaccessible, applicant has unresolvable issue, etc.).

Web Camera Use: All SA ASCs are equipped with a web camera. In the event that a temporary ASC ISO absence occurs, the Site Supervisor or Back-up Site Supervisor will use this camera to communicate with a designated FOD representative (Federal Presence POC List) to address questions and/or applicant issues.

Note: Submission of an AIR is required if the absence of an ASC ISO affects the operations at an ASC. For example, if an applicant cannot be processed because an ASC ISO is not available for applicant identity verification and the issue cannot be resolved using the web-camera. If the applicant is required to return when the ASC ISO is present, the Site Supervisor should submit an AIR.

ASC ISO Chain-of-Command: ASC ISOs will maintain an ongoing dialogue with the USCIS regional points of contact through the local chain-of-command. ASC ISOs are the primary representatives and conduits between local USCIS management. ASC ISOs are responsible for keeping local FOD management informed of ASC operations. It is equally important for the ASC ISO to keep the Site Supervisor informed of USCIS processes, needs, and other operational issues.

This structure is not intended to restrict the flow of communication; however, each office has a particular function and responsibility that is enhanced by open communication at all levels.

ASC ISO Responsibilities: The primary role of the ASC ISO is to provide federal presence and oversight of ASC operations in accordance with the statutory mandate. The ASC ISO serves in an advisory capacity, not in a supervisory role. The ASC ISO does not supervise the ASC contract staff. If the ASC ISO observes an operational issue, he/she may discuss it with the Site Supervisor to ensure USCIS policies are in compliance. For example, if the ASC ISO observes that a technical aspect of the ASC operation is not being performed in accordance with ASC SOP, the ASC ISO will discuss the matter with the Site Supervisor and, if necessary, provide instructions or clarification regarding the correct procedure. Issues that are not resolved through this type of communication should be referred to the USCIS Regional Point of Contact.

General Duties

• Serve as the liaison between USCIS Regional Offices, District Offices, Field Offices, Service Centers, and BD

• Provide ASC oversight at all times during operating hours

• Determine when it is necessary to turn away an applicant.

• Approve and process fingerprint waivers.

http://connect.uscis.dhs.gov/org/ESD/biometricsdivision/ASC%20ISO%20Toolbox/FederalPresencePOCListforSAASCs.docx http://connect.uscis.dhs.gov/org/ESD/biometricsdivision/ASC%20ISO%20Toolbox/FederalPresencePOCListforSAASCs.docx

• Determine, in coordination with the Site Supervisor, if additional, manual fingerprint collection is necessary (due to the quality of the fingerprint collection).

• Perform ASC scheduling and rescheduling activities, as needed.

• Ensure that there is a supply of M-638 (Quick Civic Lessons for the Naturalization

Test) through DSMS.

• As a collateral duty, perform adjudication functions as assigned by the ASC ISO’s supervisor or USCIS management.

• Verify identity and biographical information.

• Reconcile differences between applicant appointment notification letters and forms of identification, to include A-number, name, gender, and date of birth.

• Approve changes in applicant biographical data.

• Verify an applicant’s identity.

Database Checks

• Access USCIS databases to assist with biometric processing.

• Reconcile Form I-90 identification differences and provide approval for extension sticker issuance.

• Review, resolve, or forward to the local field office for resolution, issues discovered during biometrics processing.

Renewal Stickers

• Order stickers using DSMS (See How to Order and Receive I-551EXT).

• Maintain an adequate inventory.

• Assign renewal stickers to authorized ASC contract staff.

• Issue extension stickers to applicants, as needed.

ASC Reports (as needed)

• Validate, or if appropriate, approve Form G-504s;

• Complete the Security Container Check List (Standard Form SF-702)

• Complete and Submit Security Check list (SF-701)

• Complete Extension Sticker Discrepancy Report (Form G-1296)

• Generate/Review reports in SMART or NASS

Applicant Processing

• Assist with ASC operations to include biometrics capture, as needed

• Perform applicant processing as requested by first-line supervisor, such as in conjunction with homebound applicants or regularly scheduled mobile routes.

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Contract Staff Responsibilities: ASC contract staff is expected to perform activities outlined in their contract. Activities outside of the contract must be approved in advance by BD.

ASC contract staff will not provide any advice or guidance to applicants in response to immigration-related questions and must refer all such questions to the ASC ISO. ASC contract staff may provide applicants with USCIS brochures and refer them to USCIS.gov or the ASC ISO as appropriate.

The Site Supervisor must inform their contract chain-of-command if an ASC contract staff is tasked to perform duties or functions outside the scope of the contract. If needed, issues may be elevated to the ASC COR and Contracting Officer.

Site Supervisor Responsibilities: Site Supervisors are responsible for daily ASC operations. The Site Supervisor will oversee and manage the ASC contract staff, facilities, operations, equipment, maintenance, and security. The Site Supervisor will work directly with the ASC ISO to implement USCIS procedures and ensure process integrity for applicant processing, biometrics capture, and other immigration benefit operations.

Site Supervisor duties:

• Perform all Site Supervisor tasks stipulated in this SOP

• Safeguard all Personally Identifiable Information (PII)

• Perform applicant processing and biometrics capture when required

• Conduct quality assurance reviews

• Safeguard and protect Government Furnished Equipment (GFE)

• Edit renewal sticker information in the CPMS Extension Sticker Issuance (ESI) system, as needed

• Complete Form G-504, as needed

• Ensure the adequate stock level for all ASC supplies

• Ensure availability of the M-638 (Quick Civic Lessons for the Naturalization Test).

• Conduct training for ASC contract staff

• Provide leadership and guidance to all ASC contract staff

• Maintain all documents and records required for the administration of the ASC

• Prepare Incident and Periodic Production reports

• Collect Customer Service Cards and prepare Customer Service reports

• Be compliant with the ASC SOP “Appearance of ASC” guidance

• Safeguard assigned Facility Keys

Biometrics Technician Responsibilities: Biometrics Technicians are responsible for performing tasks associated with processing and capturing biometrics of applicants.

http://connect.uscis.dhs.gov/org/ESD/biometricsdivision/ASC%20ISO%20Toolbox/ASC%20Customer%20Comment%20Card.pdf

Biometrics Technician Duties:

• Assign customer service numbers

• Call customer numbers

• Greet applicants in a professional manner

• Review appointment and receipts notices

• Safeguard Sensitive Personally Identifiable Information (PII)

• Verify the identity of applicants and their government issued identification.

• Enter applicant biographical data into biometrics machines

• Capture applicant biometrics (fingerprints, press-print, signature, and photo)

• Manually fingerprint and scan FD-258 cards, as needed

• Perform a quality review of the manual or electronic fingerprints, press-print, signature, and photo

• Accept and safeguard assigned renewal stickers

• Issue renewal stickers to I-90 applicants (expired cards should not be collected)

• Provide Customer Service Cards upon dismissal of applicants

6. Applicant Appointments: Applicants are usually scheduled to appear at an ASC on a specific date and time. Date and time-specific scheduling is not intended to be restrictive;

therefore, applicants may be processed when they appear, subject to capacity and availability.

Generally, ASCs should process applicants in the following priority order:

Priority Order: Relevant Guidance, if any:

1. Scheduled appointment

2. Asylum applicants

3. UK / Canada Visa customers

4. Applicants who appear before their scheduled appointment

• ASC ISOs advise the applicants to return at the date/time of their scheduled appointment; or

• ASC ISOs reschedule the applicant in NASS; or

• ASC ISOs advise the applicant to follow the rescheduling guidance on their appointment notice.

5. Applicants who appear after their scheduled appointment:

• ASC ISOs reschedule the applicant in NASS; or

• ASC ISOs advise the applicant to follow the rescheduling guidance on their appointment notice.

6. FOD Same-Day Referrals • ASC ISOs reschedule the applicant in NASS;

7. Other Walk-Ins • ASC ISOs should advise applicants to return to the

ASC at another date/time.

http://connect.uscis.dhs.gov/org/ESD/biometricsdivision/ASC%20ISO%20Toolbox/ASC%20Customer%20Comment%20Card.pdf

If an applicant appears at an ASC outside the scheduled time and there are biometrics technicians available to take the applicant without inconveniencing other scheduled applicants, the applicant will be processed. In determining if an applicant should be processed, the ASC ISO or Site Supervisor will consider the ratio of biometrics technicians to applicants already at the ASC. If the ratio is more than biometrics technicians can process in an hour, the applicant should be asked to come back at a later time or return at the time indicated on the appointment notice.

If an applicant appears with an appointment notification letter, has a valid form of identification, and has traveled a far distance, (for example, over 50 miles), the ASC will process the applicant.

Note: The applicant should be processed even if the appointment notice directs her/him to another ASC.

Family Groups: While USCIS and the ASC scheduling systems try to keep family groups together and provide appointments for everyone on the same day, sometimes the system schedules such groups over a two-day period. If at all possible, and as long as the appointment notices and receipt numbers are available for the applicants, the ASC should make every attempt to process family groups when they appear, even if they are scheduled for a different day.

Customer Service: USCIS is committed to providing the highest level of customer service. An ASC’s primary function is to process benefits applicants, the ASC normally does not provide forms and other information to customers. However, customer service information cards and flyers and other authorized documents may be made available for ASC customers. Customers are encouraged to call the National Customer Service Center if they have questions.

Interpreters

Applicants are advised in “Preparing for your Biometric Services Appointment” to bring an interpreter with them if they are not able to understand English. USCIS is not required to provide an interpreter if a customer is unable to speak English. However, USCIS employees and contract staff should keep in mind that many customers have limited English proficiency or other communication challenges and it’s important to have patience. In “Interacting with Customers”, it is helpful to practice active listening and ask questions as needed to clarify issues. In the rare event that a customer is not able to follow instructions necessary to complete the biometrics collection due to a language barrier, this should be reported by submitting an ASC Incident Report (AIR).

Note: Many ASC staff employees speak foreign languages. While English is the primary language of the ASC, there is no “English only” rule at ASCs. Employees with the ability to converse with applicants in their native languages are encouraged to do so.

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Answering applicant’s questions or providing instructions in the applicant’s native language helps put the applicant at ease and improves customer service. However, any applicant questions regarding immigration law or policies must be referred to the ASC

ISO.

Special Accommodations

Applicants are advised in “Preparing for your Biometric Services Appointment” to request special accommodations if needed. While USCIS is not required to make major modifications that would result in a fundamental change to the adjudication process or cause an undue burden for the agency, USCIS makes every effort to grant “Disability Accommodation Requests” to customers with disabilities.

In the event a customer requires a special accommodation, the customer will contact the NCSC through the 1-800 line to request an accommodation. A Customer Service Representative (CSR) will then enter the requisite information about the accommodation request into the SRMT system and forward it to the field office that serves the customer’s zip code.

ASCs should strive to provide all accommodation requests on the date that the customer is originally scheduled for an appointment. Whenever possible, offices should avoid having to reschedule an appointment because an accommodation is not available. If the accommodation cannot be made available on the scheduled date of the appointment, the customer and his or her attorney or accredited representative should be notified as soon as possible. The appointment should be rescheduled within a reasonable period of time.

If a customer appears to need special care or assistance, ASC staff must be mindful of the following:

Physical Contact:

If physical contact is appropriate (for example, if the customer is blind and needs assistance navigating in the office), ASC staff should first introduce themselves and briefly explain their role before offering assistance or shaking hands. ASC staff should avoid grabbing or touching a visually impaired individual; instead, he or she could offer his or her arm if the customer indicates that is acceptable. It is appropriate to guide a visually impaired person’s hand to a banister or the back of a chair to help direct him or her to a stairway or a seat after verbally indicating that help is being offered.

ASC staff should avoid touching a customer’s wheelchair, scooter, or cane, unless the customer requests or is in need of assistance (if the customer drops his or her cane and cannot reach to retrieve it).

Communication:

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ASC staff should speak directly to the person, not to his or her aide or sign language interpreter. A S C s t a f f s h o u l d b e sensitive when asking about the person’s disability. If ASC staff has trouble understanding the person, he or she should ask the person to repeat. ASC staff may ask the person to write it down or suggest another way of communicating if still not understood.

Service Animals:

Service animals are permitted to access USCIS offices. Service animals are defined as dogs that are individually trained to do work or perform tasks for people with disabilities per Americans with Disabilities Act (ADA) requirements. If the person has a guide dog, walk on the side opposite the dog. Do not touch the customer’s service animal.

Change of Address Requests: ASC staff will not make requested address changes on the biometrics biographic fields. Applicants who indicate that a change of address is needed should be informed that he or she must file a Form AR-11, Alien’s Change of Address Card, go to USCIS.gov to submit a Change of Address form, or update the address in ELIS if the application is in ELIS.

If the applicant does not have access to uscis.gov or ELIS, the ASC staff may provide the applicant with the National Customer Service Center number (800-375-5283).

Lost and Found: Lost and found items must be turned over to the ASC ISO for appropriate handling. The ASC ISO may attempt to contact the applicant to return the item, when practical. Customer contact information can generally be found by searching for the receipt file through EDMS, or, for I-90s, by locating the record in ELIS. All lost and found items will be retained in a secure location for 30 days then sent to the field office security manager for handling or disposal.

Section 2: Operational Procedures

1. Scheduling. USCIS uses the National Appointment Scheduling System (NASS) to schedule applicants for biometrics appointments. Weekly biometrics scheduling is calculated using the following calculation: # of workstations (at an ASC) multiplied by 8 hours (per day) multiplied by the contract standard of processing 6 applicants (per hour) multiplied by 5 days (per week).

NASS Applicant Scheduling Equipment Day Week Applications

# of Biometrics Machines

8 hours 40 hours 6 per hour

Site Capacity: An ASC’s daily site scheduling capacity is equal to the number of biometric machines multiplied by 48 applicants, per machine, per day. For example, for an ASC with 10 http://www.ada.gov/service_animals_2010.htm https://www.uscis.gov/addresschange https://egov.uscis.gov/coa/displayCOAForm.do electronic biometric machines, the daily scheduling capacity would be 480 (10 x 48); the weekly scheduling capacity would be 5…