Can

• Relay basic immigration information to customers through scripts provided by USCIS
• Answer questions about USCIS forms
• Transfer calls to Tier 2 in certain circumstances

Cannot

• Answer specific questions about a case with the exception of information available through Case Status Online
• Transfer calls to local offices or service centers where cases are pending
• Provide legal advice

Tier 2 Customer Service Representatives (CSRs):

Can

• Review USCIS systems on your case
• Request that notices be re-issued
• Provide information that you may receive at an Infopass appointment
• Provide specialized assistance to dependents or active members of the U.S. Armed Forces
• Provide information on pending and adjudicated cases.

Cannot

• Review already issued Requests for Evidence (RFEs)
• Directly issue duplicate notices, receipt notices, RFE notices
• Transfer calls to local offices or service centers
• Provide legal advice

• Gather as much information on your case as possible
• Check the status of your case online
• Determine what, if any, processing times apply to your case type
• Check your priority date, if applicable
• Have available all applicable receipt numbers
• Have your Alien Registration number (“A” number), if applicable
• Have all relevant correspondence with USCIS

• Record the date and time of the call
• Request the name and/or ID number of NCSC staff
• Note the service request referral number, if applicable

Service Requests

Both Tiers 1 and 2 can create a “service request” which is sent to service centers and local offices on matters such as expedite requests, change of address, appointment rescheduling, case processing delays which exceed the posted times, and other matters that may be unique to a specific case.

Inquiries for Field Office Matters

If USCIS has not responded to your initial service request within 30 days, call the NCSC. Please have the initial service request referral number with you when you call.

Inquiries for Service Center Matters

If USCIS has not responded to your initial service request within 30 days, please email the service center that has jurisdiction over your case. Your follow-up should be addressed only to the service center which issued your receipt and is identified on the Form I-797 (Notice of Action).

• California Service Center: csc-ncsc-followup@dhs.gov
• Nebraska Service Center: ncscfollowup.nsc@dhs.gov
• Texas Service Center: tsc.ncscfollowup@dhs.gov
• Vermont Service Center: vsc.ncscfollowup@dhs.gov

If you do not receive a response within 21 days of contacting the service center, you may email the USCIS Headquarters Office of Service Center Operations at: SCOPSSCATA@dhs.gov and should receive a response in 10 days.