Is USCIS improving its Telephone Contact Service?

Is USCIS improving its Telephone Contact Service?

As of May 18, 2020, USCIS has begun implementing a new service when contacting their offices via telephone entitled New Interactive Voice Response Telephone System or IVR telephone system. It is for English and Spanish calls to the USCIS contact center.

This service is a welcome respite from the long wait times when contacting USCIS. The improved telephone service will give the caller the following abilities:

1. Speak to the system rather than selecting keypad options;

2. Receive links for forms and information by email or text; and

3. Provide real-time feedback through an optional survey.

USCIS will implement the new system in phases so at first not all callers will interact with the new IVR system right away. The hope is that once the new system is fully operational, it will allow increased efficiency for the USCIS Contact Center and improve customer experience. IVR should give callers a greater range of self-service options and should reduce the time callers have to spend on a call repeating themselves due to their accent or dialect or because of background noise.

The Contact Center’s toll-free numbers will stay the same, and hours will remain the same for live assistance. The current hours of operation for live assistance are from 8:00 a.m. to 8:00 p.m. Dial 800-375-5283 (for people who are deaf, hard of hearing, or have a speech disability: TTY 800-767-1833) to access automated information through an interactive menu 24 hours a day, seven days a week. If you are outside the United States or a U.S. territory, you can call 212-620-3418.

For more information, please contact our office for a free telephone consultation (15 minute) at 248-557-3645 or visit

Sevahn Merian

Associate Attorney, Immigration Law Department

The Law Offices of Joumana Kayrouz, PLLC

phone: (248) 557-3645 fax: (248) 200-0645


1000 Town Center, Suite 800 Southfield, MI 48075


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