Employee Manual

[Enlighten one :) 5]

Like other Federal agencies, the USCIS has customers both inside and outside the agency. These customers include applicants; the American people; the U.S. Congress; USCIS coworkers; other Federal agencies; American businesses; and American schools, colleges, and universities. While all these customers are important, this section will focus on the customer with whom you have the most day-to-day contact: the applicant. The same principles, however, should guide your interactions with all USCIS customers.

For many applicants, the entire application process is very stressful and filled with uncertainty. While your first duty is to make decisions based on the law, if you are courteous, professional and knowledgeable, you can help reduce some of the applicant's stress, help ensure a quality experience with the USCIS , and encourage the applicant to cooperate with you during the interview.

Basic Principles for Handling Upset Applicants .

Assess the situation. In most cases, by simply using good communication skills, you should be able to handle the situation by yourself. If necessary, however, call your supervisor. In a very small number of cases, an applicant may threaten you or become violent. In these cases, always seek immediate assistance, and follow your local office policy regarding these situations.

If possible, resolve the problem. In some cases, an applicant will be upset about a problem that you may be able to resolve. If you can resolve an applicant's problem consistent with the laws, regulations, and agency policies, do it. While there is no single answer to every possible problem, the following tips can help:

· Apologize . Depending on the circumstances, even if you are unsure about who exactly is responsible for the problem, you can sincerely apologize that the applicant was inconvenienced.

· Listen and empathize . This will enable you to determine exactly what happened and will demonstrate that you understand the applicant's position.

· Confirm that you understand the problem . Before you can fix a problem, make sure you understand it. Ask questions about anything you do not understand or need clarified. Then restate the problem back to the applicant to ensure that you have correctly understood the situation.

· Take appropriate steps to fix the problem . Depending on the nature of the problem, you may be able to fix the problem yourself or refer it to someone else. In either case, act as swiftly as possible on the matter. First review any available USCIS or DHS materials (e.g., the A-file, T-file, forms, and/or applications) that may shed light on the situation. If you are referring the applicant to another person, unit, or branch of DHS, if possible, first communicate with the other DHS personnel to ensure that they are available. \ 10

· Don't respond to rudeness with rudeness . If an applicant speaks rudely to you, you must still respond professionally. While responding with rudeness might make you feel good at the time, it will only escalate the situation and will not help you successfully complete the interview.

· Don't take an applicant's behavior personally . In some cases, an applicant will be angry with the USCIS in general or frustrated about something that has nothing to do with you or the situation. Taking something personally can often escalate the conflict, rather than help resolve the situation. The following example illustrates how not to take something personally vs. taking something personally.

Applicant: I can't believe this is taking so long! Why can't you speed this up?

C Not taking it personally

Officer: I understand that this process can take a long time.

D Taking it personally

Officer: It's not my fault!

· Avo id defensiveness . While you should always provide the applicant with as much information as possible to help calm a tense situation, a defensive manner will only worsen the problem. The following example illustrates a non-defensive vs. a defensive response.

Applicant : I can't believe I am going to have to come back for another interview!

C Non-defensive response

Officer: I understand that you don't want to come back here, but under the law, your application cannot be approved until you can establish that you and Ms. Smith are married.

D Defensive Response

Officer : I don't care if you want to come back here or not, but I can't approve your application unless you can establish that you are married to Ms. Smith.

· Stay under control . If you allow an applicant to upset you or allow prejudices to influence you, you will lose control of the interview. If an applicant says something that upsets you, don't take it personally; instead, remain calm and respond in a professional manner. Keep the interview focused on the task at hand. If you lose your control, the interview can quickly degenerate. The following provides acceptable and unacceptable ways of controlling the interview.

C Acceptable ways of controlling the interview

· Being alert, firm, assertive, and businesslike.

· Keeping the interview focused on gaining the information you need to decide whether the application should be granted.

D Unacceptable ways of controlling the interview

· Being intimidating, belligerent, or unprofessional.

· Listen . Active, empathetic, and focused listening will help you determine exactly what the problem is and how you can respond to it. In some cases, simply giving someone an opportunity to vent his/her frustration can help calm the situation. The following listening techniques are often effective.

· Empathize . Empathy demonstrates that you have listened to the applicant and understand his/her feelings and point of view. It doesn't require you to agree with the applicant's assessment of the situation. The following example illustrates an empathetic response vs. a hostile response.

A pplicant : "I can't believe I am going to have to provide so many documents. This is really difficult for me; I don't understand why you can't just adjudicate the application now!"

C Empathetic response :

Officer : "I understand that you need to provide a lot of information, but if you can provide me with the documentation that establishes that you and Ms. Smith have been married for three years, then I can make a determination about your application."

D Hostile response :

Officer: "Tough. That's your problem, not mine!"

· Restate the problem . A good way to demonstrate that you have heard and understood the applicant is to restate his/her problem.

· Ask questions . When you're not clear exactly why an applicant is frustrated, ask questions that provide him/her with an opportunity to explain his/her situation.

· Use selective agreement . When an applicant is upset about something, selective agreement can be a good technique to calm the situation. It not only allows the applicant to vent and shows you are listening but also keeps the interview on track. The following example contrasts selective agreement with complete agreement and a hostile response.

Applicant : "I can't believe I had to wait 11 months for this interview. That's too long!"

C Selective Agreement

Officer : "I agree. Eleven months is a long time to wait for an interview, but now you are here. If it's acceptable to you, I would like to get started on your interview."

D Complete Agreement

Officer: "You're right, that is too long. You wouldn't believe how long some other people have had to wait!"

D Hostile Reaction

Officer: "Don't complain to me about how long this took! Do you want to do this interview now or not?"

· Provide clear explanations . In some cases, an applicant will be frustrated because he or she doesn't understand something about a particular aspect of the process or why you are asking a certain question. Always be willing to offer clear explanations that clarify an applicant's questions.

· Pay attention to your non-verbal and verbal communication . Especially during hostile situations, how you communicate­ both verbally and non-verbally­ can either escalate or calm the situation. Specifically, if your body language conveys that you are paying attention to the applicant and if your tone and language remain respectful, you help calm the situation.

· Seek voluntary compliance in the face of resistance . In some cases, an applicant may ask you questions about what you are doing or express frustration about a particular issue. First distinguish between reasonable and unreasonable resistance; in some cases, the applicant's questions are not preventing the interview from moving forward. In these cases, listen empathetically, and answer whatever questions you can while moving on with the interview. However, when the interview has clearly stalled, utilize the following framework for obtaining voluntary compli ance: \ 11

1. Ask . Politely ask for what you need. "Mr. Smith, could you please provide me with documentation establishing that you and Ms. Smith have been married for the past three years?"

2. Set the context . If your original request is denied, politely provide the legal, policy, and procedural reasons for your request. "Mr. Smith, under section 319 of the law, you are required to demonstrate that you and Ms. Smith have been legally married for the past three years before your application can be approved."

3. Politely explain the applicant's various options if he or she does, or does not, comply with your request . "Mr. Smith, it is your choice about whether to provide me with this documentation. However, if you can't provide me with documentation that establishes this aspect of your eligibility I can't make a favorable decision about your application. If you can provide me with documentation that establishes this aspect of your eligibility, then I can make a decision about your application."

4. Confirm and move on . Determine whether the applicant is going to comply with your request. Either way, you will continue with the interview.

5. Act . If you come to the end of the interview, give the applicant one last chance to provide the information. If he or she does not, politely provide the applicant with an N-14 letter (for naturalization cases) or other appropriate notice that requests the information in writing.

6. If necessary, take a break . If you have had a particularly difficult interview, take a couple of minutes to compose yourself before you begin your next interview.

[natashenika 0]

Good rules!!!!!!!!!!!!!!

I wish all emploees remember of this rules and use them.