Thread by @LilySAxelrod

THREAD: I'll be live-tweeting the government open forums at this year's #AILAAC2023 @AILANational convention. The Customs and Border Protection (CBP) open forum starts in a few minutes. Department of State is at 10 Eastern. USCIS and USCIS ombudsman are tomorrow.

@AILANational Here are the CBP open forum participants. Let's go!

@AILANational Q: How has resource allocation changed post-Title 42?
A: Lots of resources sent to El Paso, to avoid the problem we had when the port had to shut down for a time. CBP One app scheduling function has helped manage the ports of entry.

@AILANational A ctd: CBP One has helped us know who is going to present and where, rather than relying on open source reporting / staff "dispersed around the globe." Helps prepare to accomodate asylum seekers.

@AILANational Q: Relocation of officers?
A: We were prepared to have to send a lot of officers to the SW border, but haven't had to send as many as anticipated bc technology has helped. But temporary duty assignments are always a "critical part of our operations."

@AILANational Q: What about Orlando CBP?
A: We have deployed a few Orlando CBP staff to the southwest border, fewer there now but still a few.

@AILANational CBP continues to emphasize importance of "our technical partners" including CBP One app, which was developed on a quicker timeline than most govt applications. "Helps balance our facilitation mission with our enforcement priorities."

@AILANational ESTA (visa waiver application) also now has a mobile application as well, similar to CBP One, helps people apply without "price gouging third parties" and avoids manual data entry problems by scanning passports.

@AILANational Q: How is the app different than applying in a browser?
A: Download the app, take a selfie photo "for liveness detection," and use other camera to capture passport biographic page. Will receive alerts in the app. You can still do on browser if you prefer.

@AILANational Q: Do we have to print anything?
A: You don't have to print anything for CBP, but might be helpful for air carriers, they aren't always trained as well and might not be familiar with the app yet.

@AILANational Q: Mobile passport control now available to lawful permanent residents?
A: Yes, this is an app, separate from CBP One. Facilitates travel & declarations for USCs, Canadian visitors, and recently expanded to LPRs.

@AILANational A ctd: an advantage of the app is to declare things in advance so that the officer already has that info and can hypothetically process you faster. Some ports of entry will have a dedicated queue for folks who have used the app, so may process faster through.

@AILANational A ctd: almost 2 million travelers have used mobile passport control so far in fiscal year 2022. Another advantage: you can take the pic of your child in advance when they are calm. Now available in 33 ports and still being rolled out to others.

@AILANational A ctd: you can add up to 12 people on a single person's app traveling together, which also saves time in line for families.
You do the app upon arrival, 3 hour window before arrival. We're working with airlines to publicize the app before touchdown so more people will use it.

@AILANational Q: Orlando is unique bc we have airport and also Cape Canaveral port with cargo & cruise ship operations.
A: Port Director's area covers several other smaller ports and airports ports as well, and NASA. Tech in the cruise area for debarking for folks who have passports.

@AILANational A ctd: PSA bring your passport on a cruise (even if not international). If you just have license / birth certificate you have to go in a longer line and be seen by an officer; if you have a passport you go in a faster line to scan passports. Applies to all major cruise lines.

@AILANational Q: Global entry developments?
A: Facial biometrics comes up in every context now, all the things we talked about previously. New devices lately are increasing speed of processing. Enrollment on arrival is the quickest way to process. cbp.gov/travel/trusted…

@AILANational Q: Some ports have longer wait times for enrollment on arrival and we have heard there's some lag in training officers to switch from enforcement mode to customer service... maybe more training needed?
A: (nonanswer)

@AILANational Q: How working to increase processing capacity at ports of entry?
A: Again emphasizes use of technology. Piloting various devices and rolling them out -- latest one in 15 airports you just walk up and stand there, don't touch or answer anything or get a printed receipt.

@AILANational Q: How's the Global Entry application backlog?
A: Record applications this year, record issuances, aiming for 13 million enrolled by the end of the year. Understand there's a backlog, we're doing the best we can. Expanding enrollment on arrival.

@AILANational Q: DHS Trip - what is a good us?
A: If you are still at the port and have an issue, first ask for a supervisor. If still have issues, ask to speak to another supervisor. Start at the port level if you're present at the port. DHS Trip once you're refused entry and now abroad.

@AILANational A ctd: Sometimes DHS Trip will give the info / clarity you're seeking. We know it sometimes takes a while bc "it gets reviewed at multiple levels by subject matter experts" - doesn't just go back to the original officer. dhs.gov/dhs-trip

@AILANational A ctd: if it's taking a long time, that means someone is looking at it. Sometimes someone assumes that the refusal of entry is due to Issue A but it's actually Issue B, and sometimes we aren't allowed to share that info.

@AILANational Q: DHS Trip "feels like you're sending something into the void and you hope somebody's looking at it."
A: Understand the frustration, it's a "mechanism to ensure you get an objective review of what is happening."
Q: How does port director receive DHS TRIP reports?

@AILANational A: Through the field office. The port itself isn't the only level of review. We understand folks are losing jobs, separated from family etc but we have limited resources and have to prioritize, eg, getting people out of Afghanistan, that does affect our operations.

@AILANational Q: DHS TRIP is your opportunity to tell your story, to flag an issue if something goes wrong at a port of entry.
A: If you are going to escalate to congressman or contact commissioner, you should be able to show that you already tried DHS TRIP.

@AILANational A ctd: every port has a PSM: "professional service manager" - ask to speak to them if you're still at the port. Each field office also has a program manager dealing with those issues. Chief Tony King is the PSM at Orlando.

@AILANational A ctd: when using DHS Trip give as much specific info as possible. Who, what, where? Context? You can attach docs, as much text as you want. Not just "my client Jim got treated badly by Mike in Orlando"

@AILANational H/t @MDVisas who just sent me the list of Professional Service Managers: cbp.gov/travel/custome…

@AILANational @MDVisas Q: I-94 corrections. Preferred process in Orlando?
A: Email traveler communications center, for minor data errors. If there's a major error, contract deferred inspection (eg if you class of admission is wrong and you may have to bring docs) .

@AILANational @MDVisas Q: Any processing time we can expect for Traveler Communication Center?
A: Quick corrections often resolved within a couple days or weeks. Complex ones can take longer esp if we have to go back to ask you for more info - be as thorough as you can up front. help.cbp.gov

@AILANational @MDVisas Q: We have to get I-94s corrected more often now bc we have no more passport stamps / paper I-94. Not every traveler immediately pulls their I-94 upon entry to confirm it's correct. Online I-94 often not as thorough as the paper ones eg "concurrent" or name of employer for TN.

@AILANational @MDVisas A: We acknowledge there are gaps, eg U and T visas, their I-94s intentionally not available on the public site, we are going to put out field guidance soon to remind officers that some people do need paper I-94.

@AILANational @MDVisas A ctd: fixing these issues with electronic I-94s may be slower tech development resources have gone to accelerating CBP One (bc "you're talking about ports being overran" / framing asylum seekers as a public safety issue 🙄)

@AILANational @MDVisas A ctd: the folks who review I-94 corrections are also working to identify trends and see if they can update the tech to fix the issue behind the scenes.
Q: We hate the loss of the LPR travel history, needed for naturalization. Hope to get that back.

@AILANational @MDVisas Q: Sometimes you get the I-94 but not the travel history, sometimes the other way around. What's going on?
A: May be an underlying data issue, eg carrier spells your name differently, or people traveling on multiple passports. We try to merge those but it's a lot of manual work.

@AILANational @MDVisas Q: We see this issue on the Mexican border crossing cards get scanned, so you may get some of the history via the passport and some via the card.
A: Yes that can happen.

@AILANational @MDVisas Q: During COVID you submitted guidance through regional carrier liaison that LPRs with long absences should be allowed to board. Any change?
A: No, "we are not in the business of trying to keep lawful permanent residents out of the country."

@AILANational @MDVisas A ctd: but sometimes it comes down to the gate agent, air carriers struggle with this sometimes, we have a group at HQ dedicated to communicating with carriers. "We push out a lot of guidance to carriers, try not to do it too much so we're not waterboarding them with PDF files"

@AILANational @MDVisas "How an officer uncovers a piece of info can sometimes matter just as much as that piece of info." Eg client overstayed 2 weeks bc of medical emergency. If you show up to POE the cancelled flight plan & medical bills, it's better than if you lied bc nervous.

@AILANational @MDVisas Both CBP reps emphasize again: encourage our clients to be open and honest. "Anything that you open your mouth and consume and swallow is food. Chocolate is food."

@AILANational @MDVisas Orlando in particular has high volume of first time ESTA bc it's a tourist destination, conventions. Prepare your clients - eg let your clients know first time ESTA entry is going to take your fingerprints so they aren't surprised / worried / wasting time asking for info.

@AILANational @MDVisas End of CBP panel! Department of State starts in a half hour.