http://www.murthy.com/ukcusser.html
Here is the detailed dwscription from the site:
Customer Service Number "Two-Tier" System
As regular readers of the MurthyBulletin and MurthyDotCom know, all inquiries to the Regional Service Centers of the Bureau of Citizenship and Immigration Services (BCIS) now must go through the National Customer Service Center (NCSC) centralized 800 number. Since June 9, 2003, it is no longer possible to contact the Service Centers directly. For insight into the system, there are two offices, either of which could respond to call. There are two different tiers of staff assigned to take telephone inquires. The first level consists of contractors whose backgrounds and training are essentially clerical in nature. Their information comes from prepared scripts. Their knowledge of immigration concepts and terminology generally is rudimentary.
If first-level individuals cannot answer a question, the proper procedure for them is to transfer the call to a second-level individual. These staff members should be able to address more complex issues, as they have training similar to that of officers at the Service Centers. However, they would not necessarily have direct, hands-on experience within the Service Center.
If a matter still cannot be resolved, it will be referred to the Service Center for a written response. The Service Center timeframe for responding is 14 to 30 days. If there is no response within that timeframe, an "exception broker" at the Customer Service Center can call the Service Center directly to request an answer.
This obviously is not an optimal situation. We caution our readers against making important decisions based upon information given by individuals who are only trained to read prepared scripts. Often, we find that our clients and others believe that, if the INS/BCIS informed them of a particular matter of law, it must be accurate. That is a risky assumption.
While the customer service team at the toll-free location may give some general guidance, there can be no assurance that they can fully understand and then explain complex immigration law issues applicable to a particular person or situation. They have not been trained and do not have the extensive knowledge of U.S. immigration law to recognize problems or complexities. Also, almost every rule in U.S. immigration law appears to have an exception or other subtle issue that often may be overlooked. If immigration terminology is unfamiliar to the individual, s/he may even provide incorrect information. For example, even our highly-educated clients, who are savvy in many aspects of U.S. immigration law, confuse the terms "labor condition application" (used only for H1Bs) and "labor certification" (used for green cards). There are many such examples. Untrained people will not recognize these subtleties. Even in the best of situations involving highly knowledgeable BCIS staff, readers should remember that the individuals are not allowed to provide legal advice. These customer service personnel are not lawyers and cannot, by law, advise a client on what to do and what options are available. Relying on information and advice provided by the NCSC may be dangerous and could result in problems for the individual. The customer service operators can give information in response to questions but do not chart a long-term course of action, map back-up plans, or advise of potential problem areas. Nor are they in a position to answer the unasked question.
We would also note that many questions cannot wait several weeks for answers. Sometimes, decisions must be made very quickly. We would urge that the "exception broker" be allowed to make exceptions to the need for written requests in urgent situations, or at least be able to "flag" urgent matters for a faster turn-around time. We would also urge sufficient staffing at the Service Centers to allow for more rapid written responses and immediate attention to urgent matters. We recommend that anyone going through the immigration process consult with an appropriately trained U.S. immigration lawyer to avoid jeopardizing his or her immigration status in the U.S. If you do not have an attorney and would like to consult with someone in our Office, you can find information on consultations and on hiring our firm on MurthyDotCom.
Here is the detailed dwscription from the site:
Customer Service Number "Two-Tier" System
As regular readers of the MurthyBulletin and MurthyDotCom know, all inquiries to the Regional Service Centers of the Bureau of Citizenship and Immigration Services (BCIS) now must go through the National Customer Service Center (NCSC) centralized 800 number. Since June 9, 2003, it is no longer possible to contact the Service Centers directly. For insight into the system, there are two offices, either of which could respond to call. There are two different tiers of staff assigned to take telephone inquires. The first level consists of contractors whose backgrounds and training are essentially clerical in nature. Their information comes from prepared scripts. Their knowledge of immigration concepts and terminology generally is rudimentary.
If first-level individuals cannot answer a question, the proper procedure for them is to transfer the call to a second-level individual. These staff members should be able to address more complex issues, as they have training similar to that of officers at the Service Centers. However, they would not necessarily have direct, hands-on experience within the Service Center.
If a matter still cannot be resolved, it will be referred to the Service Center for a written response. The Service Center timeframe for responding is 14 to 30 days. If there is no response within that timeframe, an "exception broker" at the Customer Service Center can call the Service Center directly to request an answer.
This obviously is not an optimal situation. We caution our readers against making important decisions based upon information given by individuals who are only trained to read prepared scripts. Often, we find that our clients and others believe that, if the INS/BCIS informed them of a particular matter of law, it must be accurate. That is a risky assumption.
While the customer service team at the toll-free location may give some general guidance, there can be no assurance that they can fully understand and then explain complex immigration law issues applicable to a particular person or situation. They have not been trained and do not have the extensive knowledge of U.S. immigration law to recognize problems or complexities. Also, almost every rule in U.S. immigration law appears to have an exception or other subtle issue that often may be overlooked. If immigration terminology is unfamiliar to the individual, s/he may even provide incorrect information. For example, even our highly-educated clients, who are savvy in many aspects of U.S. immigration law, confuse the terms "labor condition application" (used only for H1Bs) and "labor certification" (used for green cards). There are many such examples. Untrained people will not recognize these subtleties. Even in the best of situations involving highly knowledgeable BCIS staff, readers should remember that the individuals are not allowed to provide legal advice. These customer service personnel are not lawyers and cannot, by law, advise a client on what to do and what options are available. Relying on information and advice provided by the NCSC may be dangerous and could result in problems for the individual. The customer service operators can give information in response to questions but do not chart a long-term course of action, map back-up plans, or advise of potential problem areas. Nor are they in a position to answer the unasked question.
We would also note that many questions cannot wait several weeks for answers. Sometimes, decisions must be made very quickly. We would urge that the "exception broker" be allowed to make exceptions to the need for written requests in urgent situations, or at least be able to "flag" urgent matters for a faster turn-around time. We would also urge sufficient staffing at the Service Centers to allow for more rapid written responses and immediate attention to urgent matters. We recommend that anyone going through the immigration process consult with an appropriately trained U.S. immigration lawyer to avoid jeopardizing his or her immigration status in the U.S. If you do not have an attorney and would like to consult with someone in our Office, you can find information on consultations and on hiring our firm on MurthyDotCom.