WEBVTT 00:00:03.722 --> 00:00:07.972 Hello, my name is Nathan Stiefel, and I serve as the Deputy Ombudsman 00:00:07.972 --> 00:00:11.660 within the US Department of Homeland Security's Office of the Citizenship and 00:00:11.660 --> 00:00:13.551 Immigration Services Ombudsman. 00:00:13.711 --> 00:00:18.715 At the CIS Ombudsman's Office, our mission is to assist individuals and employers 00:00:18.715 --> 00:00:23.594 resolve processing problems related to the administration of immigration services and 00:00:23.594 --> 00:00:29.254 benefits delivered by U.S. Citizenship and Immigration Services, also known as USCIS. 00:00:29.254 --> 00:00:33.700 I want to take this opportunity to tell you about us and the case assistance 00:00:33.700 --> 00:00:37.820 services we provide and also share some tips on how to use our services most 00:00:37.820 --> 00:00:42.743 effectively. Before we begin, it's important to note that we are not part of 00:00:42.743 --> 00:00:47.553 USCIS. We are a headquarters office housed under the U.S. Department of Homeland 00:00:47.564 --> 00:00:50.959 Security and operate independently from USCIS. 00:00:50.959 --> 00:00:56.466 We adhere to the Ombudsman's principles of independence, confidentiality, and 00:00:56.466 --> 00:00:59.576 neutrality as we carry out our important mission. 00:01:03.459 --> 00:01:06.999 Each year, our office receives thousands of requests for case assistance. 00:01:07.407 --> 00:01:11.214 I want to give you a sense of the types of cases we can and cannot help with. 00:01:11.214 --> 00:01:16.264 Generally, we are unable to provide assistance if your case is within USCIS' 00:01:16.264 --> 00:01:17.994 posted processing times. 00:01:17.994 --> 00:01:22.401 Please check the processing times published on USCIS' website before 00:01:22.401 --> 00:01:25.781 submitting a case assistance request with our office. 00:01:25.931 --> 00:01:31.210 We can, however, research and inquire in instances where a case is outside USCIS' 00:01:31.210 --> 00:01:35.312 published processing times, or there are no published processing times, and the 00:01:35.312 --> 00:01:38.262 case has been pending for more than 6 months. 00:01:38.620 --> 00:01:43.210 Also, we often help with cases involving lost files or file transfer problems, 00:01:43.210 --> 00:01:48.288 mailing issues, typographic errors in immigration documents, applications and 00:01:48.288 --> 00:01:52.798 petitions that were improperly rejected by USCIS due to clear errors of fact or 00:01:52.798 --> 00:01:57.588 or misapplication of the relevant law, certain cases involving U.S. military 00:01:57.588 --> 00:02:01.775 personnel and their families, and compelling emergency or hardship requests 00:02:01.775 --> 00:02:04.335 that fall under USCIS' expedite criteria. 00:02:04.755 --> 00:02:09.905 Please note, though, that our office does not have the ability to overturn USCIS 00:02:09.905 --> 00:02:14.896 decisions, nor to compel USCIS to expedite or adjudicate a case. 00:02:15.258 --> 00:02:19.708 Importantly, we also cannot rectify actions resulting from incorrect 00:02:19.708 --> 00:02:24.392 information given by third parties, such as legal representatives or designated 00:02:24.392 --> 00:02:25.257 school officials. 00:02:26.441 --> 00:02:30.441 In addition, we're unable to intervene on issues that are solely within the purview 00:02:30.441 --> 00:02:36.121 of another government department or agency , such as with U.S. Immigration and 00:02:36.121 --> 00:02:41.201 Customs Enforcement, U.S. Customs and Border Protection, or the U.S. Department 00:02:41.201 --> 00:02:42.001 of State. 00:02:42.667 --> 00:02:45.487 Because we are an office of last resort, 00:02:45.487 --> 00:02:50.935 we ask that you first attempt to resolve concerns directly with USCIS through its 00:02:50.935 --> 00:02:55.495 available public service channels, including the USCIS Contact Center, Case 00:02:55.495 --> 00:03:00.465 Status Online, myUSCIS, and other web-based resources. 00:03:06.096 --> 00:03:10.266 To submit a case assistance request with our office, please visit our website. 00:03:10.266 --> 00:03:15.924 There you can fill out Form DHS 7001. This form is free and can be filed online. 00:03:16.268 --> 00:03:21.979 When you submit Form DHS 7001, you should make sure to include a description of the 00:03:21.979 --> 00:03:27.689 issue; A-numbers and receipt numbers, including those for underlying petitions; 00:03:27.689 --> 00:03:34.955 copies of USCIS notices and any submitted responses; a signed Form G-28, if there is 00:03:34.955 --> 00:03:40.132 a legal representative; consent from the petitioning individual or employer, if 00:03:40.132 --> 00:03:45.549 applicable; the USCIS contact date and Service Request Management Tool number, 00:03:45.553 --> 00:03:51.773 commonly referred to as an SRMT; and any other supporting documentation that will 00:03:51.773 --> 00:03:55.228 help the CIS Ombudsman's Office review your request. 00:03:55.926 --> 00:03:59.985 If you're seeking expedited review of your case, please be sure to submit supporting 00:03:59.985 --> 00:04:04.202 evidence that demonstrates urgency or hardship. 00:04:04.953 --> 00:04:09.503 Also, if families or other groups are requesting case assistance, each 00:04:09.503 --> 00:04:15.393 individual applicant or petitioner must submit a separate Form DHS 7001 with 00:04:15.393 --> 00:04:17.728 supporting documentation. 00:04:18.320 --> 00:04:22.834 Anyone protected by federal confidentiality provisions (for example: 00:04:22.834 --> 00:04:29.075 victims of trafficking, domestic violence, or other crimes), must submit an actual 00:04:29.075 --> 00:04:35.752 wet signature on the Form DHS 7001, which can be uploaded when you complete your 00:04:35.752 --> 00:04:39.916 submission. Anyone else can sign the form electronically. 00:04:40.515 --> 00:04:45.210 Finally, it's important that the applicant or petitioner and their representative's 00:04:45.210 --> 00:04:51.431 address be current and up-to-date in USCIS systems since we can only send mail to the 00:04:51.431 --> 00:04:57.596 address USCIS has on file, not the one provided on Form DHS 7001. 00:04:58.490 --> 00:05:02.930 I hope this video has provided you with a better understanding of the CIS Ombudsman 00:05:02.930 --> 00:05:07.924 's services and when and how to submit a case assistance request with our office. 00:05:08.376 --> 00:05:13.116 For a more comprehensive discussion of the CIS Ombudsman's services, don't miss the 00:05:13.116 --> 00:05:18.939 AILA video roundtable recording from September 30th, 2021, featuring CIS 00:05:18.939 --> 00:05:21.476 Ombudsman, Phyllis Coven. 00:05:22.047 --> 00:05:25.907 Please feel free to reach out to us by visiting our website. 00:05:25.907 --> 00:05:27.010 Thank you.