National Benefits Center

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1 National Benefits Center

2 NBC Milestones 2001 Established as the Missouri Service Center Located at National Records Center (NRC) Processed Legal Immigration Family Equity Act cases 2002 Relocation to present location 2004 Redesignated as the National Benefits Center 2013 Opened a second facility in Overland Park, KS. National Benefits Center 2

cases 2002 Relocation to present location 2004 Redesignated as the National

3 NBC Mission NBC supports the USCIS mission: Right BENEFIT Right PERSON Right TIME National Benefits Center 3

4 Organization National Benefits Center 4

5 Organization National Benefits Center 5

6 Scope of Operation In FY 14 had 2,842,698 receipts at the NBC We have two sites Lee s Summit, MO and Overland Park, Kansas Close to 900 Federal employees and 1200 contractors We pre-process Adjustment of Status and Naturalization cases for the Field and Complete processing for other forms Provisional Unlawful Presence Waiver Employment Authorization (EAD Card) and Travel Authorization National Benefits Center 6

Status and Naturalization cases for the Field and Complete processing for other forms Provisional

7 Scope of Operations (cont d) Regressed visas Civil surgeon designation Adoptions Replace permanent residence card National Benefits Center 7

8 Lifecycle of an Application Application is adjudicated by the NBC Customer files application at Lockbox, through ELIS, or E-Filing Application is processed by NBC Application is sent to NRC/ Harrisonburg (HBG) for storage Application is sent for interview and adjudicated by the Field Office National Benefits Center 8

processed by NBC Application is sent to NRC/ Harrisonburg (HBG) for storage

9 Volume of Receipts Processed at NBC Form/Activity FY 2014 Adjudications I ,819 I ,063 Adoptions 15,742 Completed at NBC I ,983 I-601A 38,646 I ,117 I ,732 Completed at Field Office N-400s 672,681 National Benefits Center 9

Completed at NBC I-90 473,983 I-601A 38,646 I-485 313,117 I-130

10 Customer Interaction Internal and External Customers Internal ICMS, Field POC External Congressional, SRMT, AILA National Benefits Center 10

11 Internal Customers Internal Case Management System (ICMS) Helpdesk supports users by issuing new user accounts and resetting passwords, electronically transferring cases and biometric processing, and processing card stops/corrections. They answer over 66,000 tickets/year. This team provides our USCIS partners in other offices with information and assistance related to cases we possess and/or process for them through s and phone calls. We operate a call center open from 8 a.m. to 4 p.m. CST M F. They address over 25,000 questions each year. National Benefits Center 11

This team provides our USCIS partners in other offices with information and assistance related to cases we possess and/or process for them

12 Congressional Liaison Team This team serves as the primary point of contact for U.S. Members of Congress and their staff to inquire on cases processed at the NBC through and phone calls. Call center open 8 a.m. 4 p.m. CST, Mon. Fri. In 2014 the Congressional Liaison team answered: 5,999 phone inquiries 8,325 inquiries National Benefits Center 12

email and phone calls. Call center open 8 a.m. 4 p.m. CST, Mon. Fri.

13 Congressional Team (cont d) Common inquiries: Case status Inquiries related to Interview Waiver cases Expedite requests Additional duties: Outreach to Congressional offices Respond to inquiries from the Office of Legislative Affairs Respond to inquiries from AILA National Benefits Center 13

Outreach to Congressional offices Respond to inquiries from the Office

14 Service Request Management Tool Teams (4 teams) Teams receive inquiries from the National Customer Service Call Centers (placed in the Service Request Management Tool database) and on-line e-requests through the USCIS website. The team serves as the primary point of contact for applicants/petitioners and/or their representative to inquire on cases processed at the NBC. In FY 2014, the teams received almost 39,000 SRMT requests answered by officers. An additional 1.2 M change of address and undeliverable mail were handled by contractors. National Benefits Center 14

The team serves as the primary point of contact for applicants/petitioners and/or their representative to inquire on cases processed at the

15 QUESTIONS???

16 About this Presentation Author: USCIS OLA Date of last revision: May 2015 This presentation is current only as of the date of last revision. This presentation contains no sensitive Personally Identifiable Information (PII). Any references in documents or text, with the exception of case law, relate to fictitious individuals. National Benefits Center 16

This presentation contains no sensitive Personally Identifiable Information (PII).

17 Disclaimer This training module is intended solely for informational purposes. It is not intended to, does not, and may not be relied upon to create or confer any right(s) or benefit(s), substantive or procedural, enforceable at law by any individual or other party in benefit applications before USCIS, in removal proceedings, in litigation with the United States, or in any other form or manner. This training module does not have the force of law, or of a DHS directive. National Benefits Center 17

procedural, enforceable at law by any individual or other party in benefit applications before USCIS, in removal proceedings,

Questions and Answers

Questions and Answers National Benefits Center American Immigration Lawyers Association (AILA) Meeting May 10, 2013 Overview On May 10, 2013, the USCIS National Benefits Center (NBC) hosted an engagement