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All other Green Card Issues I-140/I-485, Family Based Green Card

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Old 12-11-2009, 02:53 PM
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Default Who really is an IO?

When you reach NSC or TSC, you talk to an IO. Who really is an IO? Are they first line of customer service at the centers? They then send requests etc to officers handling your cases?

I am trying to understand the relationship between the Customer Service agents, IOs and the case workers.
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  #2 (permalink)  
Old 12-11-2009, 10:37 PM
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Originally Posted by anilsal View Post
When you reach NSC or TSC, you talk to an IO. Who really is an IO? Are they first line of customer service at the centers? They then send requests etc to officers handling your cases?

I am trying to understand the relationship between the Customer Service agents, IOs and the case workers.
My understanding is:

Customer Service Rep (Level 1) - has access to little more information (like insights on processing times) than what you see online.
Customer Service Rep (Level 2) - has more access priviledge than CSR1, most of the time, s/he helps you open a high serverity service requests and/or direct your call to right resource to have your questions answered.
Immigration Officer (Customer Service) - Most of the people who use POJ end up in reaching IO CS, who has more insights about the case details (workflow, cards ready to be printed and etc), s/he will help you resolve the isssue or answer the question on hand.
Immigration Officer (Case Adjudication) - the one who is acutally working in the case, whom you will never be able to reach through POJ but It is possible to have your call routed through CSR2 or IO-CS - it all depends on your case issue and planet alignment.

Immigration Officer (Customer Service), Immigration Officer (Case Adjudication), the titles in the bracket are made up names to distingush the role. Long story short, both are immigration officers with different roles and access.

Others can throw more light on this
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