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USCIS Military Help Line

• Information Customer Service Division (ICSD)
• August 1, 2007

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USCIS Military Help Line -Purpose

• To provide superior, dedicated service to
  Military Personnel their Families in the
  administration of Immigration Benefits

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USCIS Military Help Line - Operation
Military Families (Worldwide)
Military Personnel (Worldwide)
Defense Switched Network Domestic Base Operator
1-877-247-4645
USCIS Military Hotline
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USCIS Military Help Line

• Main menu options of specific interest

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USCIS Military Help Line Advantages
Button Sequences to Reach Live Assistance More
Quickly
Please send all email inquiries to the Nebraska
Service Center militaryinfo.nsc_at_dhs.gov
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USCIS Military Help Line

• Continued 24/7/365 Web Support

• USCIS.GOV
• Make InfoPass appointment to speak to an
  information officer.
• Use Case Status On-line, you will need receipt
  number.
• Get processing times.
• Get free forms.

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TIER I II USCIS Operations Office

• August 1, 2007

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National Customer Service Centers

• Provides
• Instructions for Eligibility
• Filing Procedures
• Limited Case-Status Information
• Service Availability
• Automated IVR Service 7 days a week, 24 hours a
  day
• Live Assistance 8 a.m. ? 6 p.m. Monday ? Friday
  (except holidays)
• Triage System
• Automated General Information Case Status
• Tier 1 Live Assistance (Contractors)
• Tier 2 Live Assistance (Immigration Information
  Officers)

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Phone Center Operations (continued)

• Triage System
• Interactive Voice Response - Automated
  information displays the customer's status in the
  immigration process. Customer access via prompts
  (pressing numbers on phone pad) with option for
  live assistance.
• Tier 1 Call Centers (contract call centers) -
  Albuquerque, NM Indianapolis, IN Barbourville,
  KY and Fort Worth, TX. Uses pre-scripted
  material.
• Tier 2 Call Centers (IIOs) - New York and Los
  Angeles. Access to USCIS databases handle
  complex inquiries.

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Phone Center Operations (continued)

• Specialized Services in CCEO Network
• USCIS Forms Center Fulfillment
• USCIS Service Centers Processing
• Employer, Business, Investment, and Student
  Services via Separate 1-800 Number
• Premium Processing via Separate 1-800 Number
• International Services via 10-Digit Number
  Call-Forwarded to Toll-Free Number

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Customer Assistance

• Call Naturalization Military Help Line
• 1-877-247-4645
• Call National Customer Service Center
• 1-800-375-5283
• TTY 1-800-767-1833

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