WEBVTT

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The United States has a long
history of welcoming immigrants

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from all over the globe.

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Each year, more than eight
million applications, petitions,

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and other immigration-related
requests are received

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by the Department
of Homeland Security, or DHS.

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Given the complexity and size of
the U.S. immigration system,

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through the Homeland Security
Act of 2002,

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Congress established the Office
of the Citizenship

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and Immigration Services
Ombudsman

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to act as a liaison
between the public and DHS

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on immigration benefits.

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At the CIS Ombudsman's Office,

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our mission is to assist
individuals and employers

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in resolving problems
with U.S. Citizenship

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and Immigration Services,
also known as USCIS.

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USCIS is the agency responsible
for the administration

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of immigration benefits,
including naturalization,

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lawful permanent resident
status,

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work permits, and asylum.

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We also are responsible
for studying persistent problems

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in the delivery
of immigration benefits,

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making recommendations to USCIS,

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and providing
an Annual Report to Congress

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that highlights systemic issues
encountered

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by those seeking
immigration benefits.

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As an Ombudsman, our office
is independent of USCIS,

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and we perform our statutory
functions in an impartial

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and confidential manner -

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only sharing information
with USCIS

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after receiving consent
from the individual or employer.

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The CIS Ombudsman receives
thousands of requests

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for case assistance each year.

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And we advocate for a fair
and consistent process,

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not for a specific outcome.

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Some examples of our work
include:

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Assisting an individual
who had been brought

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to the United States
as an orphan

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from a displaced persons camp
following World War II

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gather the evidence needed
by USCIS

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to replace a lost green card.

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In another case,
we helped secure delayed

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individual employment
authorization documents

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for seasonal workers employed

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at a petitioner's
fourth-generation family farm.

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And helping an individual
secure proof of U.S citizenship

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required for a new
driver's license.

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In this case,
more than one naturalization

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certificate number had been
assigned to this individual.

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Working with USCIS,
this error was corrected

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and we facilitated the issuance

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of a replacement
Certificate of Citizenship.

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Our website makes it easy
to submit

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a request for case assistance.

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You can file online using Form
DHS-7001, Case Assistance Form.

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There is no fee associated
with our services.

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However, because our office
is a resource of last resort,

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you should first attempt
to resolve concerns directly

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with USCIS through its various
public service channels,

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which include:

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checking Case Status Online,

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requesting assistance from the
agency using its e-Request tool,

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and verifying that your case
is outside

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of the published
processing times.

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If you cannot submit
our form electronically,

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emailing your request
is the next best option.

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Instructions and a pdf version
of Form DHS-7001

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are available at
www.dhs.gov/case-assistance.

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You will need to include
key information

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such as receipt numbers,
USCIS notices,

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and other supporting
documentation.

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At the CIS Ombudsman's Office,

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it is our privilege and duty
to improve the delivery

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of immigration services
and benefits

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by working with USCIS,

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other government partners,

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and the public.