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  • #16
    Well, they are supposed to. The contractor is required to meet certain guidelines. One is that any question that can not be answered by the approved call script template is supposed to be transferred to an IIO. A phone operator who does not follow this guideline can be terminated.

    To get the phone operator fired, you can file a complaint with the Office of Internal Audit in Washington, DC. They will contact the director of the NCSC. The director will contact the contract liaison. The liaison will contact the contract manager. The contract manager will get a statement from the phone operator's supervisor. To avoid a wrongful termination lawsuit, the supervisor will thoroughly document the employee's work history and begin termination procedures. The contract supervisor will send a reply to the manager, who will send it to the liaison, who will send it to the director, who will send it to the OIA, who will give it to a file clerk (well not directly since they are contracted). The clerk will mail a letter to you "...thanking you for you inquiry. Unfortunately, the specific phone operator quit his job six months prior to the initialization of you complaint. However, the USCIS endeavors to maintain a high level of customer satisfaction and appreciates hearing from you."

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