General policyPOLICY UPDATE
Customer Service Procedures for Persons Protected by 8 U.S.C. 1367
U.S. Citizenship and Immigration Services (USCIS) is updating the USCIS Policy Manual to provide guidance on customer service procedures for persons protected by the confidentiality provisions found at 8 U.S.C. 1367(a)(2).
Effective date and application
This guidance, contained in Volume 1 of the Policy Manual, is effective March 29, 2024, and applies
Key changes
- U.S. Citizenship and Immigration Services (USCIS) is updating the USCIS Policy Manual to provide guidance on customer service procedures for persons protected by the confidentiality provisions found at 8 U.S.C. 1367(a)(2).
- Provides that persons protected under 8 U.S.C. 1367 can access services through the USCIS Contact Center after their identity has been verified following specialized Contact Center procedures for this population.
- Affirms that once a protected person’s identity has been verified through the specialized verification process, USCIS Contact Center staff can respond to the inquiry and provide appropriate assistance to the customer. This specialized verification process includes critical safeguards to ensure that confidential and statutorily-protected information is only shared with appropriate individuals.
- Clarifies that if the Contact Center is unable to act on the service action requested, the Contact Center schedules an appointment at a USCIS field office, where identity will be verified in- person.
