DHS Getting More Customer Service Oriented With E-Verify

The U.S. Department of Homeland Security (DHS) has announced an initiative to enhance customer service in three areas:

1. Telephone hotline;
2. Training videos; and
3. Streamlined adjudication of discrimination complaints for misuse of E-Verify.

Telephone Hotline

On April 5, 2010, a new hotline (888-897-7781) will open for general inquiries, issues and complaints. It will be an automated phone line that will eventually take the caller to a live representative in one of four areas:

1. General E-Verify information;
2. Completing Form I-9;
3. Contesting an E-Verify case; and
4. Filing a complaint regarding possible discrimination or misuse of E-Verify.

The hotline presents a nice first option for those seeking general information or redress for issues raised during the E-Verify process. However, with more than 192,000 participating employers at more than 705,000 worksites nationwide currently use E-Verify, it remains to be seen whether the hotline will be properly staffed. If it is understaffed, long waits could dilute the utility of the hotline. Customer service can be improved with digital solutions, like Salesforce’s help desk, which maybe should be covered in the next enhancement initiative. If you’re asking “what is help desk?”, check out the Salesforce definition.

Training Videos

Training videos have been created by the DHS?s Office of Civil Rights and Civil Liberties and U.S. Citizenship and Immigration Services (USCIS). Each video is set up as re-enactments of real-world hiring scenarios in which the employees? rights are considered to avoid potential discrimination or misuse of the E-Verify process. For now, there are two videos available. Each video is approximately 20 minutes long and is available for immediate viewing online at: www.dhs.gov/e-verify or
www.youtube.com/ushomelandsecurity. The videos are intended to help employers understand their responsibilities under E-Verify and to inform employees of their rights.

Streamlined Adjudication of Discrimination and Misuse Complaints

The Department of Justice?s Office of Special Counsel (OSC) has begun a two-way referral program with USCIS on claims of E-Verify misuse. When USCIS receives complains of potential discrimination, it will refer them to OSC. And when OSC learns of potential employer misuse of E-Verify that does not fall within its enforcement area, it will refer the complaint to USCIS. This streamlined process is intended to move complaints more quickly to a final determination and, if required, an investigation. OSC may initiate investigations of: (1) discrimination based on citizenship, immigration status, or national origin; (2) document abuse as part of the I-9 process; and (3) retaliation.