USRAP Processing Guide 10 - General Case Processing v3.7.pdf

Control Number: USRAP-PG-RSC-10-v3.7 USRAP Processing Guide 10: General Case Processing Effective: May 31, 2024 Version: 3.7...

Control Number: USRAP-PG-RSC-10-v3.7 USRAP Processing Guide 10: General Case Processing Effective: May 31, 2024 Version: 3.7 Approved By: Nicole Patel Summary: This Processing Guide provides standard operating procedures for U.S. Refugee Admissions Program (USRAP) refugee case processing using the START case management system, in compliance with Department of State Bureau of Population, Refugees, and Migration (PRM) and Refugee Processing Center (RPC) policies and requirements. USRAP Processing Guides are for Resettlement Support Center (RSC) use only and are not for further or public distribution. Any information sharing is governed by specific limitations and requirements in the cooperative agreements, the Memorandum of Understanding with the International Organization for Migration (IOM), and the USRAP Integrity & Compliance Guide. Direct requests to forward this Guide outside your organization, including to your subsidiaries, to the PRM Program Officer. Do not share this guidance outside your organization without written approval by PRM. Report suspected instances of fraud to the PRM/A Fraud Prevention and Integrity Team (FPIT), PRM Refugee Coordinator (RefCoord), USCIS Desk Officer, and Fraud Detection and National Security Directorate (FDNS/USCIS) immediately. For further guidance, refer to the USRAP Integrity & Compliance Guide. Note: Red text indicates updated information. Text with dotted lines on the right-hand side indicate guidance specific to particular RSCs. Target Audience: All START Users Topics: 1.0 Introduction................................................................................................ 3 2.0 Elements of a Case....................................................................................... 3 2.1 Contact Log..........................................................................................................3 2.2 Comments.........................................................................................................13 2.3 Case Groups.......................................................................................................14 2.4 Expirations.........................................................................................................28 2.5 Status & Availability..........................................................................................31 3.0 Actions on a Case........................................................................................34 3.1 Applicant-Requested Temporary Holds............................................................34 3.2 Inactivation/Reactivation/Closure Process for Pre-USCIS Cases.......................35 3.3 Adding/Editing Interpreter Records..................................................................55 3.4 Tasks & Action Items.........................................................................................56 3.5 Managing Supporting Documents.....................................................................64 3.6 Expediting Cases................................................................................................74 3.7 Deferring UNHCR Referrals...............................................................................86 [Return to Top]  Control Number: USRAP-PG-RSC-10-v3.7 3.8 Withdrawn/Deceased Applicants......................................................................90 3.9 Moving Applicants.............................................................................................98 3.10 Case Transfers...............................................................................................105 3.11 Actions for Refugee Cases with PAs Found in the United States or Canada.111 3.12 Actions for Refugee Cases with PAs Found in Countries Except the United States or Canada...................................................................................................111 3.13 Changing Immigration Pathways...................................................................113 3.14 Bulk Removal.................................................................................................114 Index............................................................................................................. 116 Appendix A: Contact Log Table......................................................................... 119 Appendix B: RSC MENA—Expedite on Medical and Protection Grounds Processes. 120 Appendix C: RSC Asia Specific Processes............................................................ 128 Appendix D: RSC Eurasia — Inactivating/Closing Cases...................................... 133 Appendix E: RSC Eurasia– RREs/ Reopen Cases.................................................. 139 Appendix F: RSC Eurasia — Expedites............................................................... 144 Appendix G: RSC Africa Scanning QC Checklist................................................... 150 Appendix H: RSC Africa—Request and Approval Procedure for Non-routine Shipments of Applicant PII............................................................................... 154 Appendix I: RSC LA Expedite Processing............................................................ 155 Appendix J: RSC LA - Parental Custody in Guatemala.......................................... 161 [Return to Top]  Control Number: USRAP-PG-RSC-10-v3.7 1.0 Introduction The General Case Processing Guide provides overarching guidance regarding the START case management system and refugee processing. Previous versions of this processing guide included the following sections: START Case Processing System Features and Functions and Finding Information in START. Information from these sections has been moved to three job aids: START Case Processing System Features, Searching, Filter, Customizing Lists & Filter Library, and Assignment Workflow and My Workload. To see whether guidance on a particular overarching topic is in this Guide or in a different Processing Guide, refer to the Index. 2.0 Elements of a Case The sections below provide guidance on the features of a case, as well as how, when, and where to enter relevant case/applicant information. 2.1 Contact Log In the left-hand Navigation Bar, select the Contact Log module to see a list of all Contact Log records at the RSC. It is encouraged for RSC to communicate with PRM and RPC directly in START through Tasks and Action Items. However, if email correspondence with PRM is required, it is a recommended best practice for RSC to log PRM emails in the Contact Log by copying and pasting the email content, instead of uploading emails to the Supporting Documents tab (attached documents within emails should be uploaded to the Supporting Documents tab). Exceptions to this may include: emails with images, emails with other email attachments, long email threads, etc. [Return to Top]  Control Number: USRAP-PG-RSC-10-v3.7 A table of example interactions and if they should be recorded in the Contact Log is found in this appendix. 2.1.1 Manually-Created Contact Log Records Manually add any applicant or USRAP partner interaction with RSC staff outside of scheduled events or regular processing activities unless otherwise directed (e.g., if follow-up actions are required). RSC can record Contact Log entries on Closed cases. Note RSCs can use the Contact Log Update Action Item to track internal progress towards this action. RSC does not need to record unsuccessful contact attempts with an applicant in the Contact Log; this is optional and per RSC discretion. RSC Eurasia records all unsuccessful contact attempts in the Contact Log for tracking purposes - RSC Eurasia specifically if the case needs to be processed as abandoned, and also as a risk mitigation measure. RSCs that communicate with applicants about cases that are not available or editable in START (e.g., cases that have not been created, cases that are pending transfer, potential applicants, Note cases that are Closed, other non-case related inquiries, etc.) may record such contact outside of START on an internal share drive. However, logging such information is not a PRM requirement. To manually record a Contact Log entry: 1. Navigate to the case-level screen. Click the “Contact Log” case-level tab. Click “New.” 2. Select the Type of Contact (“Contact In” (i.e., applicant or partner responds to or contacts RSC) or “Contact Out” (i.e., RSC responds to or contacts applicant or partner)). Separate Contact Log entries are needed for each instance of contact (e.g., if applicant emails RSC, this is one “Contact In” entry, and when RSC responds, this is one “Contact Out” entry – 2 total entries are needed for this example interaction). If multiple contact instances happen regarding the same [Return to Top]  Control Number: USRAP-PG-RSC-10-v3.7 issue/inquiry, RSC may consolidate these into a single “Contact In” and a single “Contact Out” entries to capture the applicants’ and RSC’s responses and follow-ups. 3. Select the Method of Contact (i.e., in-person, phone, e-mail, fax, telegram, SMS, letter, website, videoconference, Point of Contact). Point of Contact can be any person or organization for any caseload including Resettlement Agencies, attorneys, or third parties. 4. If not already tracked in the appropriate Action Item, select the Detail of Contact (i.e., is the contact event pending a response? is it resolved? Was an interpreter involved?). 5. Select the Reason(s) of Contact. 6. Enter the applicants that were in contact with the RSC for this event (either directly or indirectly) and/or the applicant that this contact event pertains to. Click the lock icon next to “Applicants.” Select the applicants for this Contact Log entry. To remove an applicant, select the applicant’s name and click. 7. Enter the Date of Contact (the receipt of inquiry date or the date of contact out). 8. Select whether the contact was direct (RSC directly contacted the USRAP partner/applicant, or the USRAP partner/applicant directly contacted the RSC). If it is not, fill in the “Contact Name” and “Contact Organization” fields. If the person in contact with the RSC is another applicant in a linked Case Group, add the Case Group Number and Case Number of the applicant in contact with the RSC in the Contact Organization field. 9. Record any additional details (e.g., purpose of the communication, outcomes, pending actions, related actions, etc.). Abbreviations understood within the RSC may be used. 10. Click “Submit.” Only Contact Log Admin users are able to edit and remove records after they are submitted. 2.1.1.1 Reason(s) of Contact Reason of Contact Definition Acknowledgement / Receipt For acknowledging emails from applicants which RSC reviews and logs in START. These emails are not requiring response from RSC and, therefore, are not case inquiries. Additional Medical Appointment Follow up for any additional medical processing with the applicants, in addition to regular medical processing stage appointments. Address Change Applicant(s) change home address or place of registration or RSC contacts applicants regarding any such changes. AOS Decision Communication regarding an Affidavit of Support decision. AOR Screening Communication regarding AOR Screening Interview or AOR Screening process. Booking for IOM Flight Communication regarding IOM flight booking status and/or details. Call Backs RSC requests applicants to return to interview location or RSC location following PreScreen or USCIS Interview for follow-up questions or to sign forms. Care & Maintenance Funds Communication regarding Care & Maintenance Funds disbursement. C&M Final Disbursement Notification and communication regarding the final Care & Maintenance Funds disbursement. [Return to Top]  Control Number: USRAP-PG-RSC-10-v3.7 Case / Applicant Counseling Applicant asks for an update on their case progress Case Group Counseling RSCs conduct phone counseling sessions to decide/confirm/revise case groups. This reason is used in all case group related conversations with applicants. Case Inquiry Applicant (or third party) makes a case inquiry or RSC provides case status consultation. Change Anchor Data Communication regarding new information – usually obtained from an applicant or a Resettlement Agency – about an existing U.S. Tie (including marital status or other biographical data, contact data, residential address, new documents) or information about a new U.S. Tie. Change in Case Composition Communication regarding new births, adoptions, marriages, divorces, or deaths. Cultural Orientation Communication regarding Cultural Orientation schedules or sessions. Automated contact log entry for CO scheduled event. Deadline Extension Communication regarding applicant’s temporary inability to proceed with case processing. Deadline Warning Communication regarding an approaching processing deadline for forms, documentation, appointments, etc. Decision/Closure Letter Communication regarding USCIS Letter of Eligibility/Ineligibility or DOS Case Closure Letter. Deferral Communication regarding deferred cases to UNHCR. DNA Appointment Communication regarding DNA Appointment schedule or testing. Document/Information Request Communication with applicants about requesting documents/information about their case file. Document Signatures For all correspondence related to applicant signatures on case files. Email Address Change Applicant(s) change email address or RSC contacts applicants regarding any such changes; Shared email address acknowledgement note Email Verification Logs when applicants email RSC for the first time from an unregistered email address, and RSCs send email verification template to the applicant to verify this email and have it registered to the case. Employment Verification Communication to ensure that listed employment is valid. Exit Permit Communication regarding exit permit status or process. Expedite Request Communication regarding request for expedited processing. Expression of Interest For P-2 I-130 cases, communication regarding the Expression of Interest (EOI) Form. Fingerprints Communication regarding the Travel Fingerprint or other Fingerprint collection/appointment. Informational Memo Communication regarding the transmission of case-related information to the applicant or third parties. Interview Confirmation Communication to confirm PreScreen or USCIS Interview appointment. Medicals Communications regarding the applicant’s medical exam, medical forms, and condition(s). Missing Paperwork Communication regarding missing applicant documents and/or forms. New Derivative Information Communication to manage new derivative related information and activities. [Return to Top]  Control Number: USRAP-PG-RSC-10-v3.7 Non-Departure Communication regarding applicant’s inability or unwillingness to depart for the United States for any reason. Notice of Failure to Appear Communication regarding applicant’s failure to appear (No Show reason) for scheduled appointment. Notification of Case Entry Communication regarding the creation of the applicant’s case in START, where RSC notifies the applicant of their Case Number or the applicant inquires about the Case Number. Other Other communication not covered by the Reason of Contact options listed in this table. Phone Number Change Applicant(s) change phone number or RSC contacts applicants regarding any such changes. Post-USCIS Interview Communication regarding post-USCIS Interview processes and requirements. Pre-USCIS Interview Communication regarding pre-USCIS Interview processes and requirements. Prescreen Interview Communication regarding PreScreen Interview appointment. Automated contact log entry for PreScreen Interview scheduled event. Processing Availability Communication to conduct pipeline calls, schedule preparation, understand applicants Confirmation whereabouts, case composition, availability, and whether they want to continue USRAP. Processing Location Confirmation To confirm applicant processing location. Protection / Legal Concerns For instances where protection and legal challenges are discussed with applicants including deportation, return, arrested, etc. Pre-Travel Vetting Interview Tracking communication related to the Pre-Travel Vetting Interview Receipt Notice RSC sends confirmation of receipt of documentation or forms sent by the applicant or third party. Registration Appointment For RSC Austria, communication regarding the Registration appointment. Request for Updated Contacts Requests for applicants to provide updated contact information in general (can be email or phone). Request to Activate Applicant requests that an inactive case be re-activated. Request to Obtain Travel RSC requests passport or travel document, or applicant provides passport or travel Documents document. Request to Reopen Communication regarding an applicant, third party, or USRAP partner request to reopen a Closed case in START. Communication regarding the PRM Request to Reopen/Request for Re-evaluation (RRE) process. RFR/I-602 Communication about the I-602 Waiver and/or the Request for Review (RFR) process. Scheduling Notification Used when RSCs send schedule information to the applicants in written (email or SMS) and one way communication - no confirmation from applicant. Shared Email To record “shared email” used by the applicants. Transfer Request Communication regarding the case’s transfer to another RSC. UNHCR Correspondence / RA Communication between RSC and UNHCR or Resettlement Agency. Correspondence Unreachable RSCs perform several contacts with applicants and record failed attempts. Unsolicited Contact RSC records unsolicited interaction with a USRAP applicant. USCIS Admin Communication regarding USCIS administrative work. *this may be used upon receipt of RFR [Return to Top]  Control Number: USRAP-PG-RSC-10-v3.7 USCIS Interview Communication regarding USCIS Interview appointment. Automated contact log entry for USCIS Interview scheduled event. Website Inquiry RSCs record related inquiries for applicant-facing websites or website issues. Withdrawal Request Communication regarding an applicant or third party’s request to withdraw the applicant or entire case from the USRAP. 2.1.2 Third Party Contact Use the steps for entering a Point of Contact (detailed in the appendix of the Acceptance to Program Processing Guide) to enter third party contact information in the Contact Log. See the screenshot below for an example and ensure the Direct Contact field reads “No.” If an applicant is using a third party’s contact information to receive sensitive information, the applicant must sign the Third Party Authorization Form. If an applicant would like to share sensitive case information with a third party (based on the applicant’s or third party’s request), the applicant must sign the Third Party Authorization Form. 2.1.3 Shared Applicant Emails Per the USRAP Integrity & Compliance Guide, discourage applicants from using a shared email account/an email address that does not belong solely to them for case communications. If the applicant insists on doing so, inform the applicant of the privacy risk. Applicants do not need to sign a waiver in this scenario. To note that the applicant was counseled, add a Contact Log entry with the following details: Reason of Contact = Email Address Change Include the following in the Additional Details field: “The applicant takes full responsibility for protecting the privacy of his/her email communications. The applicant requests that the RSC [Return to Top]  Control Number: USRAP-PG-RSC-10-v3.7 continue to send his/her confidential case information to [email protected], although other people may have access to this email account.” 2.1.4 Poison Pen Letters A poison pen letter (PPL) is a letter containing an allegation against an applicant in the USRAP. It may be written in malice or spite and it may contain factual information. If the RSC receives a poison pen letter concerning an applicant on the case: 1. Create a Contact Log entry to note the receipt of the PPL and the sender’s information, if available. 2. Scan and upload the letter to the applicant-level Supporting Documents tab. 3. Create the PRM Follow-Up Action Item. Assign the Action Item to your PRM Program Officer. If needed, alert your Program Officer to this Action Item via email. In your email, include the link to the Action Item, contact log entry, and PPL attachment. 4. Update the Status to RSC Informed PRM. Include in the Activity Log comments that PRM was notified of the letter. 5. If the case is pre-USCIS, add a Notes to USCIS comment in the PA’s Comments tab. 6. If the case is post-USCIS, add the New Documents/Information - USCIS Review Action Item and update the Status to Pending USCIS. Include in the Activity Log comments the file name in START and what the file contains. 7. RSC should continue with case processing until/unless instructed by PRM or USCIS to update the case Availability to Hold. For Eurasia-specific information on processing Poison Pen Letters, refer to RSC Eurasia Communications SOP. 2.1.5 Case Inquiries RSC may use the RSC Inquiry Response template in START Knowledge as a basis for responding to applicant and third-party inquiries regarding their case. The Reason for Contact in the Contact Log entry should be “Case Inquiry.” 2.1.6 Case Updates If an applicant communicates updated or new information to the RSC (e.g., updated contact information, change in address, update Family Tree Member status, etc.) that belongs in the case record: Create a Contact Log entry. Note any Action Items added to the case or updated because of this contact event. Create any relevant Action Items and update the Statuses as needed. If no Action Items are relevant, add the Contact Log Update Action Item and specify the required updates in the Activity Log comments section. Assign the Action Items to the relevant RSC units/staff members. When any RSC staff receive updated contact information, the staff can proceed to update RSC Asia the information directly. There is no need to assign to the relevant unit. Therefore, Contact [Return to Top]  Control Number: USRAP-PG-RSC-10-v3.7 Log Update Action Item does not need to be created. If new security checks are required, it will trigger bio-diff, and Namechecks will request accordingly. This applies to RFD cases, with the exception that the staff must email the RSC Departure team to inform IOM if the case needs to be pulled out from flight. Self-Reported Infectious Disease COVID Positive: If case is scheduled for any interviews and medical is Not Started, update in Observed Medical Condition. Create Special Interview Arrangement with the status Medical Condition Affects Scheduling. Include in the Activity Log that applicant is COVID positive and assign it to RSC Asia Casework Manager Group for follow up (e.g. re-scheduling, case replacement and such). If medical is Requested, update in Observed Medical Conditions. Include in the Applicant RSC Asia Medical Task Activity Log that applicant is COVID positive. Assign the task to RSC Asia Medical Group for them to notify IOM externally. If an applicant is receiving Undergoing TB Treatment or TB Suspect, Update in Observed Medical Condition. Create Special Interview Arrangement with the status Medical Condition Affects Scheduling. Include in the Activity log that the applicant is receiving undergoing TB treatment or TB suspect. Cases can be scheduled for any interviews or processing activities with safe arrangement in place. 2.1.7 System-Generated Contact Log Record START automatically creates Contact Log records for scheduled events. Automated (system-generated) Contact Log entries should not be manually edited. If a record contains an error, a user with the Contact Log Admin user role can adjust the record and enter a justification for the change. See the Scheduling Processing Guide for more information on scheduling. 2.1.8 Bulk Contact Log Records Contact Log Admin users are able to use the “Bulk Contact Log Entry” module in the left-hand Navigation Bar to manually add a Contact Log record in multiple cases at once. RSC can import spreadsheets as a data source for bulk Contact Log entries to record multiple Case Note Numbers at once. If using a spreadsheet as a data source for Case Numbers, remove any spaces after each Case Number. These users can also create Bulk Contact Log records for “indirect” responses/contacts. When “No” is selected in the “Direct Contact” field, the following fields will become available for population: Contact Name (required) Contact Organization (required) [Return to Top] [ 10 ]  Control Number: USRAP-PG-RSC-10-v3.7 Email Phone Extension Street Address City State/Province Country Postal Code If “yes” is selected, then the above fields will no longer be available for population. 2.1.9 Record Point of Contact Using the Contact Log feature, RSC staff can add an applicant’s Point of Contact by following the guidance below. A “Point of Contact” refers to a person or organization that is responsible for managing communication with applicants about their case. It is recommended for RSC to add Point of Contact for all P-3 cases, which RSC will add when it contacts the anchor directly. Points of Contact are frequently recorded during the case creation phase of USRAP processing but may be recorded at any time. 1) From the Contact Log tab on the case-level screen, add a new Contact Log entry: Fill out the following required information: a. Type of Contact: Contact Out b. Method of Contact: Point of Contact c. Reason of Contact: Other [Return to Top] [ 11 ]  Control Number: USRAP-PG-RSC-10-v3.7 d. Applicants: Select the PA or authorizing applicant (if not the PA) on the case. It is optional to select the additional applicants on the case. e. Date of Contact: Received date of application (or if this is an updated Point of Contact, the day the organization/person became the case’s Point of Contact) f. Direct Contact: No g. Contact Name: Name of primary point of contact. If there is no one person at the organization that is the Point of Contact, put “N/A”. You may add the name of a person and their position as follows, if needed: “John Smith, Manager” h. Contact Organization: Name of Organization (if this is an individual with no ties to a relevant organization, put “N/A”) Finally, fill out all available information in the following fields: a. Email, Phone, Extension b. Street Address, Country, City, Postal Code c. Additional Details i. In this section provide any additional relevant details, including reference to a Third Party Authorization Form if it exists for the case. Do not populate the information above as it is not mandatory, and the Communications unit takes this RSC LA information from their directory and not from this Point of Contact Entry due to constant changes. 2.1.9.1 Point of Contact Filter Management To keep track of Point of Contact information for multiple cases in START, navigate to the Contact Log in the left-hand navigation menu. From there, create a filter based on the following information: Method of Contact = Point of Contact Reason of Contact = Other This filter will show a list of all Point of Contact entries at your RSC. In order to make this list more manageable, multiple other filters and features may be used: 2) To update viewable fields, use the gear icon to ensure that the viewable fields include: Case, Method of Contact, Contact Organization, Contact Name, Additional Details To utilize the Group By feature as shown below, navigate to the hamburger menu at the top of the screen and in the “Group By” option, select “Contact Name” or “Contact Organization.” [Return to Top] [ 12 ]  Control Number: USRAP-PG-RSC-10-v3.7 Record significant correspondence and emails regarding a case in the Contact Log. RSC should avoid attaching emails between the RSC and RPC or the RSC and PRM to cases as much as possible, and instead copy and paste emails into the Contact Log to document (unless the email contains an attachment or image). 2.2 Comments In START, there is no single location to record case notes (comments). Comments are not required for case processing. Policy Do not use structured/formatted comments in START. RSC case processing staff may record comments in 3 locations: Comments Tab Activity Log Additional Details Location(s) Applicant-level Comments tab Case & Applicant Tasks Case Groups in START Action Items Contact Log entry Expirations Contact Tab (Under the “Activity” header) Intended USRAP Partners (USCIS, RA, IOM) RSC processing staff, PRM, RSC processing staff Audience RSC processing staff RPC, USCIS [Return to Top] [ 13 ]  Control Number: USRAP-PG-RSC-10-v3.7 Purpose To provide USRAP partners To provide additional To provide additional (USCIS, RA, & IOM) additional information regarding information regarding existing applicant information specific actions taken on the records. To track additional notes applicant or case record. regarding case processing. Additional PreScreen Processing Guide Guidance 2.3 Case Groups Case Groups link cases together for tracking purposes, processing requirements, resettlement, and/or travel. For cases that share an EV holder/U.S. Tie/Anchor, upload the application and EV holder/U.S. Tie documents to the Case Group-level Supporting Documents tab for the EV/P-3/LAU/CAM Case Group. For P-3 cases, RPC must upload application information and Anchor information to the Case Group-level Supporting Documents tab. RSC will also create Case Groups when applicants are moved to another case. Cases that are Closed or Arrived/Stateside may be added to Case Groups for reporting and tracking purposes. Case Group size = 1 is permitted and may sometimes be necessary (see details below). For more information about Case Group counseling for applicants who wish to travel or resettle together, refer to the PreScreen Processing Guide. Documents that can be attached as supporting documentation to Case Groups include: Documents which prove a U.S. Tie’s legal status: ○ Certificate of Naturalization ○ U.S. Passport ○ Permanent resident card (if valid) ○ I-94 ○ Other document confirming Asylee status AORs (CAM, P-3, or P-2 Lautenberg-Specter) Referral documents depending on access and case group type (e.g. Employment Verification holder documents) Documents, such as an employment card or driver’s license, cannot be used as proof of legal status. See the P-3 AOR/P-2 CAM Processing Guide for additional documents that are accepted for the U.S. Tie/Anchor for CAM applications. 2.3.1 Case Group Types Add cases to the following Case Groups if they meet the requirements below: [Return to Top] [ 14 ]  Control Number: USRAP-PG-RSC-10-v3.7 Standard Case Groups Special Case Groups Requested by USCIS Employment Verification (EV) Cases including applicants from the same referral Must be created by an EV User for Priority 2 EV document cases. Cases including applicants that share an Affidavit of Cases have the same EV Holder Relationship (AOR) This Case Group is for tracking purposes Cases including applicants who are direct family Case Group Size = 1 is permitted. RSCs do not need members (spouses, ex-spouses, siblings, parents, to remove a case from the Case Group if it is the grandparents, children, grandchildren). only case. o Including the P-3 Case Group, Informal Cases can belong to multiple EV Case Groups marriages/partners, and relatives by (change in EV holder) marriage. Some EV cases are currently suspended. Cases that are added to a Travel Case Group Cases that added to a Resettlement Case Group As requested by USCIS (via email or other communication from USCIS) Cases may belong to only one Requested by USCIS Case Group (RSC LA): only link P-1 cases in this CG if cases were ingested with Linked by UNHCR or if UNHCR reported those cases as linked on the upper right section of RRF. Note: If applicants on one case are estranged or are not in contact with family members on another case for protection reasons (e.g., domestic abuse), then RSC should not add these cases to a Requested by USCIS Case Group. Include this information in a Notes to USCIS in the PA’s Comments tab. Add Special Interview Arrangements Action Item to all cases involved with enough information on the protection concern and the current case group arrangement, to ensure that all cases see USCIS in the same circuit ride as much as possible. Update the Case Group Counseling Action Item with the same information. Note: If RSC or USCIS identify two or more cases that exist at separate RSCs, but meet the criteria to belong in a “Requested by USCIS” Case Group, please email [email protected] to create the Case Group. For example, a husband is on a case in RSC A, and a wife is on a case in RSC B, please email RPC- [email protected] with the case numbers (if available), or names/Dates of Birth if case numbers are not available. [Return to Top] [ 15 ]  Control Number: USRAP-PG-RSC-10-v3.7 Standard Case Groups Special Case Groups Linked by UNHCR P-3 Automatically created during case ingest for cases linked Created by the RPC by a P-3 Case Processor through UNHCR referrals. RSCs do not typically need to Cases have the same AOR/Anchor. Once a case is create or edit this Case Group; however, RSCs should added to the Case Group, the Case Group’s Anchor submit an ITSM ticket if they notice an error in the record will automatically appear in the case’s U.S. application of this Case Group. Ties tab. Updates made to the Anchor’s record in This Case Group is mainly for tagging cases on the same the Case Group need to be made manually on each referral for the PreScreen Interview and is not required case in the Case Group. for further processing This Case Group is for tracking purposes Cases that are split according to USCIS Case Composition Case Group Size = 1 is permitted. RSCs do not need Guidelines after automatic ingest are not required to be in to remove a case from the Case Group if it is the a Linked by UNHCR Case Group (they will be in the same only case. Requested by USCIS Case Group) Cases may belong to multiple P-3 Case Groups The same is true for additional family members that join (change in Anchor) the USRAP after the first family members arrive in the U.S. For more information, see the P-3 AOR Processing If one case is received before other cases, the Case Group Guide will not be created until the other cases appear in START. Resettlement: Same City Requested P-2 Lautenberg (LAU) Cases that request to be resettled in the same city Must be created by a P-2 Lautenberg User belong in this Case Group Cases have the same Anchor Resettlement Case Groups should generally be created RSCs must first create the Family Tree record (see before USCIS processing as cases in a Resettlement PreScreen Processing Guide) for the Anchor in each Case Group must also be in a Requested by USCIS Case PA’s Family Tree tab prior to adding the Anchor Group record in the Case Group. Once a case is added to Possible but not recommended to be in a Travel Case the Case Group, the Case Group’s Anchor record Group will automatically appear in the case’s U.S. Ties Applicants should be advised that a change in a tab. Updates made to the Anchor’s record in the Resettlement Case Group can result in processing Case Group need to be made manually on each delays case in the Case Group. Cases may belong to only one Resettlement: Same City A-Number is not a mandatory field when creating Requested Case Group Lautenberg case groups in START. For cases with U.S. Ties, the U.S. Ties must be located This Case Group is for tracking purposes in the same city. Case Group Size = 1 is permitted. RSCs do not need to remove a case from the Case Group if it is the only case. Cases may belong to multiple LAU Case Groups (change in Anchor) Refer to local RSC guidance for additional information. [Return to Top] [ 16 ]  Control Number: USRAP-PG-RSC-10-v3.7 Standard Case Groups Special Case Groups Resettlement: Same Household Required P-2 Central American Minors (CAM) Cases that request to be resettled in the same Must be created by a P-3 CAM User household belong in this Case Group Cases have the same Anchor Resettlement Case Groups should generally be created RPC creates the Family Tree record (see PreScreen before USCIS processing as cases in a Resettlement Processing Guide) for the Anchor (U.S. Tie) in each Case Group must also be in a Requested by USCIS Case PA’s Family Tree tab prior to adding the Anchor Group record in the Case Group. Once a case is added to Applicants should be advised that a change in a the Case Group, the Case Group’s Anchor record Resettlement Case Group can result in processing automatically appears in the case’s U.S. Ties tab. delays Updates made to the Anchor’s record in the Case Cases may belong to only one Resettlement: Same Group need to be made manually on each case in Household Required Case Group the Case Group. Required to be in a Travel Case Group This Case Group is for tracking purposes If applicable, all cases should have the same U.S. Tie Case Group Size = 1 is permitted. RSCs do not need that they wish to resettle with or no U.S. Tie. to remove a case from the Case Group if it is the Not applicable for P-4 or “Hybrid” non-P-4 cases pre- only case. allocated to a PSG. Cases may belong to multiple CAM Case Groups (change in Anchor) For more information, see the P-2CAM/P-3 AOR Processing Guide. Travel Requested by PRM Cases that have a dependency on one another belong Created when directed to by a Program Officer or in this Case Group (e.g. a minor or young adult who is Refugee Coordinator dependent, an elderly adult who is dependent, an Processing implications dictated by PRM individual who is otherwise dependent) Cases may belong to multiple Requested by PRM Travel Case Groups should generally be created before Case Groups USCIS processing as cases in a Travel Case Group must also be in a Requested by USCIS Case Group All cases that are in a Resettlement: Same Household Required Case Group must be in a Travel Case Group Cases in a Travel Case Group may be in either a Resettlement: Same Household Required or Same City Requested Case Group Applicants should be advised that a change in a Travel Case Group can result in processing delays. If one case is on Hold, then all cases are on Hold Cases may belong to only one Travel Case Group All cases in a Travel Case Group should have the same Urgency Level. Other cases should be expedited For more information, see the Travel Processing Guide All cases in a Travel Case Group should have the same Urgency Level. If one Case Group member is authorized as an expedite, all other cases in the Case Group should be expedited. Not applicable for P-4 or “Hybrid” non-P-4 cases pre- allocated to a PSG. [Return to Top] [ 17 ]  Control Number: USRAP-PG-RSC-10-v3.7 Standard Case Groups Special Case Groups Case Groups for the P-1/P-2 Afghan programs Used for tracking linked cases in a P-1/P-2 Afghan program Multiple Applications Used for tracking A case should only be in this Case Group if it, or some of its applicants, are on multiple cases Cases that do not meet this criteria should never be added to this Case Group Cases can belong to several Multiple Applications Case Groups For more information, see the Acceptance to Program Processing Guide Notes Cases can belong to both the: o Resettlement: Same City Requested Case Group and o Resettlement: Same Household Required Case Group (this Case Group will take priority in the allocations process) Case Group Update on Physical Case File (only applies to SIV Parole and I-730): After adding the cases to the Case Group, update the physical case files to reflect the link between cases as follows: If the cases are in a Requested by USCIS Case Group, then bundle the files together and write the Case Group Type and Number on all files. If the cases are in a Linked by UNHCR, EV, P-3, Resettlement: Same City, and/or a Requested by USCIS Case Group, then bundle the files together and write “Requested by USCIS” and the Case Group Number on all files. RSC can include Case Numbers on the file for easy tracking. For example (RSC Asia): Tip “Requested by USCIS - CGP-0111111: AB-12345678, AB-12345677, AB-12345676”. RSC LA does not follow guidance on bundling files as it disrupts the order of files in the File RSC LA Room and cases can be in different case groups For any cases which are moved to a new case due to USCIS Case Composition Guidelines, the RSC Asia Program Support/Records & Scheduling team will add the Case Group Counseling Action Item with the status “In Progress” and associate it to the PreScreen processing stage. [Return to Top] [ 18 ]  Control Number: USRAP-PG-RSC-10-v3.7 Minors who are destined to join the URM program in the United States, and whose guardian has a USRAP case, may remain in a Travel Case Group in order to maintain the care arrangement in the country of asylum and to ensure that the guardian’s case does not depart Note before the minor. Cases in this scenario must not be in a Resettlement: Same Household Case Group. However, they may be added to a Resettlement: Same City Case Group in order to maintain family unity as much as possible upon arrival. 2.3.1.1 Case Group Wheel To determine which Case Group(s) a case belongs to, begin at the center of the Case Group Wheel and move outwards (similar to the Minor Code Wheel). Ask the following questions to guide your use of the Case Group Wheel: 1. Are the cases on the same referral/application or “linked” by the referral/application? (Same Referral; Linked by the Referral; or Neither) 2. Do these cases want to resettle together in the United States? (Yes – in the same city; Yes – in the same household; Neither) 3. Do these cases want to Travel together from their processing location to the United States? (Yes or No) 4. Cases must be added to all Case Groups in the corresponding “wedge.” [Return to Top] [ 19 ]  Control Number: USRAP-PG-RSC-10-v3.7 [Return to Top] [ 20 ]  Control Number: USRAP-PG-RSC-10-v3.7 2.3.2 Creating a Case Group 1. Select the Case Groups tab on the case-level screen. Click “Add Case Group.” 2. Select the second case in the Case Group and the Group Type (and Sub Group Type, if required). [Return to Top] [ 21 ]  Control Number: USRAP-PG-RSC-10-v3.7 3. Select “Add.” 4. To add more cases to the Case Group, select the Case Group Number on the case-level Case Groups tab. [Return to Top] [ 22 ]  Control Number: USRAP-PG-RSC-10-v3.7 5. Click “Add Case.” There is no system limit to the number of cases that can be added to a Case Group. For Resettlement Case Groups, RSC should confirm with PRM before adding 7 or more cases. View the Processing Stage Status for each case on the Case Group-level screen in the Note “Cases” tab. Upload documents relevant to the Case Group to the “Supporting Documents” tab on the Note Case Group-level screen. 2.3.2.1 Large Resettlement Case Group Request If seven (7) or more cases wish to be in a Resettlement Case Group (includes Same City and Same HouseHold) together: 1. Create the PRM Follow-Up Action Item on all cases in the Resettlement Case Group and align the Action Item with the Allocations & Assurance processing stage. Update the status to Large Resettlement Case Group Request. Assign the Action Item to the PRM/A Domestic Team. 2. RSC will send an email to PRM Domestic Team ([email protected]) with the subject Large Resettlement Case Group Request and the information below. RSC will include the same information in the action item comments. a. Case numbers of all cases b. Add links to each case’s PRM Follow Up Action Item for the team’s approval. c. # of cases with # individuals are requesting to resettle together because of (special needs, dependency, family unit, etc.) and whether they are in the Same City Resettlement case group or Same House Resettlement case group. d. U.S. Tie’s Name, City, and Resettlement Preference (if relevant) e. Any extenuating circumstances: Spouse on XX-12345678, her husband is her caretaker. They are both financially dependent on their daughter's family (XX-98765432). f. Example: 8 cases of 18 individuals request to resettle together (Same City Case Group) because all are parents/siblings/grandchildren. XX-12345678 and XX-98765432 are in a [Return to Top] [ 23 ]  Control Number: USRAP-PG-RSC-10-v3.7 Same Household Case Group because for Spouse on XX-12345678, her husband is her caretaker. They are both financially dependent on their daughter's family (XX-98765432). The family of XX-98765432 helps with caretaking responsibilities. All cases wish to resettle with SURNAME, Firstname, (preference 1) who is the brother to XX-12345678 (father of the group). Relationships of the family members, case size, and relationship to US Tie: XX-12345678 (2) - parents of the family; husband is the brother of the US Tie XX-98765432 (6) - daughter and her family; daughter is the niece of the US Tie XX-87654321 (8) - son and his family; son is the nephew of the US Tie XX-23456789 (2) - daughter and spouse; daughter is the niece of the US Tie 3. The PRM Domestic Team will review the information. If they have follow-up questions they will add comments in the Action Item and assign it back to the RSC. 4. If the PRM Domestic Team confirms an RA can support the cases, they will update the status of the Action Item to Completed Success within START and assign it back to the RSC {Name} Allocation and Assurance. 2.3.2.2 Case Group Supporting Documents Attaching supporting documents at the case group level allows RSC staff to easily visualize which documents are associated with an entire Case Group. When uploading documents to the Case Group Supporting Documents, users should review for accuracy, and rename, if applicable, any documents that are associated with all cases in a particular case group. Associating documents to the Case Group level is not mandatory. RSCs may always attach related documents to all cases in a case group. However, RSCs may find it more efficient to create their own processes that incorporate attaching documents at the Case Group Level. Attaching referral documents in the case group also makes it easier to access and review the linked case’s relationships that apply to all case group members. This can reduce the need to open each individual case. For example, researching the cause of case group or deferral holds or updates to such holds. Additionally, attaching documents at the Case Group level can eliminate redundant work and reduce potential data entry errors resulting from updating one case’s documents and forgetting to update the other cases in the same group. Attaching relevant documents only on a Case Group Level is sufficient; however, RSCs should note that case group level documents do not automatically appear on the case level. Case Group Separation: When a case is removed from a case group that has associated documents, the documents associated with the original case group do not follow the case separating from the original group. Multiple Group Types: If a case has multiple Case Group Types, attach documents to the case group associated with case creation or access related case groups. For example: EV, Afghan, Linked by UNHCR, P-2 CAM, P-2 LAU, or P-3 case group types. Recommended Tables for tracking Supporting Documents attached at the Case Group Level: RSCs can use tables to track addition of documents to case groups by filtering in the Case Groups Table for more case groups with more than zero attachments. [Return to Top] [ 24 ]  Control Number: USRAP-PG-RSC-10-v3.7 Alternatively, staff may use the Supporting Documents Table and search for the ‘Location’ as Case Group. See example linked here. 2.3.2.3 PA to PA Relationships for Case Groups START allows users to identify the relationships between PAs in a resettlement case group, which is visible to RAs, to assist in decision-making for housing and other services. This relationship connection appears in the PA Relationships tab under the column Relationship of PA2 to PA1 within the Case Group record and pulls from the stated relationship within the Family Tree tab. If cases are added to a resettlement case group without a pre-identified PA to PA relationship connection, a warning message appears alerting RSCs to take action to identify the relationships within the Family Tree tab. The Relationship of PA2 to PA1 column will also state “(empty).” Existing cases will not populate a banner if the relationship to PA2 to PA1 is empty. [Return to Top] [ 25 ]  Control Number: USRAP-PG-RSC-10-v3.7 2.3.3 Case Groups by Processing Stages and Events As much as possible, cases that are part of certain Case Groups will need to attend specific processing events at the same time. See the Scheduling Processing Guide for more information. 2.3.4 Removing Cases from a Case Group Refer to the table below for guidance on removing cases from each Case Group type: RSC may remove Closed cases from the Same City Resettlement Case Group as necessary. If the case has an availability of Inactive, the RSC may remove the case from the Case Group if confident that the Inactive case will not advance in processing in the near future. If a case is Stateside and does not have a US Tie, while the other cases in the Case Group Note do have a US Tie, remove the Stateside case from the Case Group. If a case is Stateside and does have a US Tie, ensure that the other cases in the Case Group do not also require addition of that US Tie before removing the Stateside case from the Case Group. Please remove all Case Size = 0 cases from Resettlement and Travel Case Groups. [Return to Top] [ 26 ]  Control Number: USRAP-PG-RSC-10-v3.7 Standard Case Groups Special Case Groups Requested by USCIS Employment Verification (EV) If requested by USCIS, a case can never be A case can never be removed from this Case removed from this Case Group Group If a case is in this Case Group because it was in a Travel or Resettlement Case Group with another case, then it can be removed if the cases decide not to travel or resettle together and are no longer a part of a Travel or Resettlement Case Group – this only applies to cases before the USCIS Interview; cases must remain in a Requested by USCIS Case Group even if they are no longer in a Travel or Resettlement Case Group after the USCIS Interview. This will not affect case travel timelines. Do not remove cases from this Case Group if there is a Not Clear security check result. For more information, refer to the Security Vetting Processing Guide. Linked by UNHCR P-3 A case can never be added or removed from this A case can never be removed from this Case Case Group by a user Group Resettlement: Same City Requested P-2 Lautenberg (LAU) Users are able to remove cases from this Case A case can not be removed from this Case Group Group For more information on Not Clear security check results, refer to the Security Vetting Processing Guide Resettlement: Same Household Required P-2 Central American Minors (CAM) Users are able to remove cases from this Case A case cannot be removed from this Case Group Group For more information on Not Clear security check results, refer to the Security Vetting Processing Guide Travel Requested by PRM Users are able to remove cases from this Case A case can only be added to or removed Group from this Case Group at the request of PRM For more information on Not Clear security check results, refer to the Security Vetting Processing Guide [Return to Top] [ 27 ]  Control Number: USRAP-PG-RSC-10-v3.7 Standard Case Groups Special Case Groups Multiple Applications Cases that meet this criteria should never be removed from this Case Group To remove cases from a Case Group: 1. Go to the Case Groups tab. 2. Click on the Case Group number for the Case Group that requires an update. 3. From the Case Group-level screen, click the checkbox next to the applicable case. 4. From the Actions on Selected Rows dropdown menu at the bottom of the screen, select “Remove Case.” 5. Enter a Removal Justification. Click “OK.” Refresh the screen if needed. Note the case’s removal (Case Number, date of removal, and reason for removal) in the “Group Details” field on the Case [Return to Top] [ 28 ]  Control Number: USRAP-PG-RSC-10-v3.7 Group-level screen. 2.3.5 Case Group Counseling For more information on counseling applicants on Travel or Resettlement Case Groups, refer to the PreScreen, USCIS, and Travel Processing Guides. 2.4 Expirations Some expiration dates will automatically appear as the case continues with processing. These records are read-only and factor into the automatic Must Travel-By Date (MTBD) calculation, unless the expiration has passed. Manually created expirations are adjustable and also affect the MTBD. For more information on the MTBD, refer to the Travel Processing Guide. RSCs may create multiple of the same manual expiration type and associate each with different applicants if desired. For any expirations which RSC does not want the expiration to affect the MTBD, remove the expiration (i.e. make the expiration active=false). See steps below on how to update a manually Note created expiration to active=false. RSC staff are not able to alter (edit or update to active=false) automatically created expirations. Refer to the table below for a list of manually created and automatically generated expiration types (refer to Local SOPs for additional explanations of/uses for manual expiration types): Manually Created (Create, Edit, & Remove as Automatically Generated (Read-Only) Needed) Travel Documents Medical Travel-By Date [Return to Top] [ 29 ]  Control Number: USRAP-PG-RSC-10-v3.7 Manually Created (Create, Edit, & Remove as Automatically Generated (Read-Only) Needed) Age-In: Travel Fingerprints Medical Expiration Age-In: IAC CLASS Exit Permit IAC Police Records (RSC LA) Travel Fingerprints (TFP) Passport Assurance National ID Visa Foil URM Age-Out Residency Permit Medical Treatment Completion D-Visa (RSC Austria) Humanitarian Parole (RSC Africa) Humanitarian Visa (RSC LA) Other Exit Documents (RSC Eurasia) Tax Certificate Letter (RSC Eurasia) Criminal Records (RSC LA) To create a manual expiration date: [Return to Top] [ 30 ]  Control Number: USRAP-PG-RSC-10-v3.7 1. Click “New.” 2. Complete all required fields. RSCs cannot manually select the “Active” checkbox when creating a manual expiration entry. If Active = True, this value will factor into the MTBD. For expirations that are generated, a new expiration Note record of the same expiration type will override prior entries (i.e., Active will become False). RSC staff need to manually update expiration for other types of expirations. For Protection Transfer Arrangement (PTA) cases, Passport, Police Record, Criminal Record, and Humanitarian Visa are added into the Expirations Tab for record keeping. However, for these manual RSC LA expiration records, set as False by opening record and removing for this entry as to not impact the Must Travel By Date (MTBD) of the case. 3. Click “Submit.” To remove an expiration record, right-click and select “Remove” on the gray banner. [Return to Top] [ 31 ]  Control Number: USRAP-PG-RSC-10-v3.7 2.5 Status & Availability 2.5.1 Status The “Status” field on the case-level screen is used to indicate a case’s progress through its acceptance to the USRAP, USCIS decision, and travel to the United States. The Status is automatically updated by START. Refer to the chart below for a description of each case Status: Acceptance to the USRAP Processing Active/Complete Processing Stages Processing Stopped Pending Excluded Acceptance to Default Status when a case Program Case is denied access to the is created in START USRAP Case remains at pending Case cannot proceed to until it is granted or denied PreScreen USCIS Interview access to the USRAP Security Vetting New Case is granted access to the USRAP USCIS Decision Processing Active/Complete Processing Stages Processing Stopped Refugee Denied USCIS has granted refugee All applicants are ineligible for status to all applicants and all admission to the United States applicants have cleared all Case cannot proceed to travel security checks to the United States Not Qualified Immigrant Applicant does not meet all the USCIS has granted immigrant criteria to gain access to the P- status to all applicants and all 2 Program applicants have cleared all security checks [Return to Top] [ 32 ]  Control Number: USRAP-PG-RSC-10-v3.7 Parolee (Afghan) Case cannot proceed to travel USCIS has granted parolee to the United States USCIS status for all applicants and Parolee (non-Afghan) the applicants have cleared all Applicant will stop USRAP security checks Medicals processing and switch to the US immigration process of Allocation & Parole Assurance Not Adjudicated At least one applicant has Cultural USCIS = Closed by USCIS Orienation The other applicants in the case will not have a Denied or Not Qualified result Travel to the United States Processing Active/Complete Processing Stages Processing Stopped Ready for Departure Applicant is ready to travel to the United States Departed Travel Applicant has departed for the United States Arrived Applicant has arrived in the United States 2.5.2 Availability Availability indicates if a case is being actively processed in the USRAP. A case’s Availability is not dependent on its Category, Priority, or Processing Stage. Manually update the Availability from the case- level screen as shown: Upon changing the case Availability to Inactive, Hold, or Closed, users will be prompted to fill out a mandatory “Availability Status Date” field with the appropriate date of the Availability change. Users can also filter on the “Availability Status Date” field from the Case Search screen to track historical updates to this field. Note START displays the case availability history on the new “Case Activity” tab. The “Case Activity” tab serves as a tool to identify trends and behaviors of a case (e.g., unable to contact, no show, self-initiated withdrawal), in particular, on cases in the pipeline for many years. [Return to Top] [ 33 ]  Control Number: USRAP-PG-RSC-10-v3.7 Refer to the table below for more information about each Availability: Processing Active/Complete Processing Stopped Active Hold When a case is created in START, this is the A case cannot reach the Ready for Departure default Availability. Status while it is on Hold. Active indicates that the case may proceed When an applicant is moved to a new case, with processing. the default case Availability of the new case A case must be Active to reach the Ready for is Hold. Departure Status and travel to the United Whenever placing a case on Hold, apply an States. Action Item to the case to indicate the reason for the Hold or what action is required for the case to reach RFD. Stateside Inactive When a case arrives at its final destination in the Cases will typically go through a 6-month U.S., the IOM Travel Booking Task Status updates period at Inactive before finally being to Arrived, and the Availability automatically updated to Closed. updates to Stateside. Inactive Availability allows for enough time Do not manually update case Availability to for the applicant to address any I- Stateside. 602/RFR/RRE, or other related issues before the case is closed. Cases may be re-activated during the 6- month inactivation period if the inactivation reason is resolved. RSC must obtain PRM or USCIS Approval to activate an Inactive case that has been made Inactive following the issuance of a DOS Case Closure Letter aside from the scenarios listed in “Reactivating Pre-USCIS Inactive Cases & PRM RRE Process.” [Return to Top] [ 34 ]  Control Number: USRAP-PG-RSC-10-v3.7 Closed Case has permanently stopped processing. Cases are typically closed following a 6- month period at Inactive. Some cases, depending on the closure reason, can be closed immediately (without an inactivation period). RSC must obtain PRM or USCIS Approval and submit a request through the RPC Help Desk portal to request to reopen Closed cases. 3.0 Actions on a Case The sections below, in no particular order, provide guidance on actions that may be taken on a case during processing. 3.1 Applicant-Requested Temporary Holds If an applicant requests that the case be put on hold (i.e., the case Availability be updated to Hold) for any reason – e.g., they are waiting on their spouse to arrive in the country of processing, to complete schooling, pregnancy, illness, etc. – add the Applicant Requested Hold Action Item. Add details to the Activity Log comments. Ensure that all applicants on the case agree to the hold prior to updating the case Availability. If other applicants on the case do not agree, counsel the applicant requesting the hold on withdrawal. After 6 months, follow-up with the applicant and update the Availability to Active if the applicant agrees to resume processing, or update the Availability to Inactive if the applicant does not wish to resume processing. Continue with the inactivation/closure procedure in the section below, or the USCIS Processing Guide if the applicant/case has already completed the USCIS interview. Follow the same procedure if RSC received the applicant-requested hold via UNHCR deferral or NGO correspondence. A case scheduled to attend a processing event is considered a No Show when applicant(s) are unwilling to attend, cancel without sufficient explanation, or do not appear for the scheduled event without prior notification. For information regarding “No Shows,” refer to the Scheduling Processing Guide. The above is not relevant to the Nauru, Papua New Guinea, and Australia (NRPPAS) caseload unless the requested hold is for a post-USCIS case and is due to an IOM-confirmed not-fit-to- RSC Asia fly reason. Otherwise, the case must proceed with processing. For further details on the NRPPAS caseload, please see the RSC Asia Processes Appendix. Assign Applicant Requested Hold Action Item to relevant CM BU Assignment Group depending on processing stage. RSC Eurasia Scheduling: Any PreScreening OR pre‐USCIS stage. RSC Eurasia RSC Eurasia Medical: Medical Stage Not Started OR In Progress, OR Medical will expire after the due date. RSC Eurasia Allocation & Assurance: Allocation & Assurance Not Started OR In Progress. RSC Eurasia Travel: Travel In Progress. [Return to Top] [ 35 ]  Control Number: USRAP-PG-RSC-10-v3.7 3.2 Inactivation/Reactivation/Closure Process for Pre-USCIS Cases Cases that are closed before completing their USCIS interviews are referred to as ‘Pre-DHS Close.’ Pre- DHS (cases that have never had any applicants interviewed by USCIS) closed cases have ‘DOS Case Closure Letter.’ Fill out the DOS Case Closure letter choosing a proper reason and share it with the applicant. The Inactive case Availability is the first part of the case closure process in START. The typical six-month time period that a case is Inactive allows time for the RRE, RFR, or I-602 Waiver process, but does not supersede the 90-day filing requirement for the submission of an RRE, RFR, or I-602 Waiver. Cases with Not Clear security check results should not automatically be closed in START. Policy Refer to the Security Vetting Processing Guide for more information. Applicants in Turkey who have or obtain Turkish citizenship (both Principal Applicants and derivatives) do not have access to the USRAP. RSCs will follow either pre- or post-USCIS case Note closure guidance accordingly if RSC determines an applicant in Turkey has Turkish citizenship. However, derivative children with Turkish citizenship may continue to process. Below are the detailed steps for the case inactivation/closure process in START before the USCIS Interview: 1. If a case needs PRM approval for creating a closure letter, Create the Denial/Closure Action Item in the case-level Action Items tab. Update the Action Item Status to Pending PRM Closure. 2. Create the Decision/Closure Letter Distribution Action Item in the case-level Action Items tab. If the case must be closed prior to the USCIS Interview, prepare the DOS Case Closure Letter. The date on the Decision/Closure Letter Distribution Action Item should reflect the date that the Letter is sent to the Principal Applicant. If the PA is unreachable, record the date the letter is uploaded to the case record in START. The Program Access unit creates the DOS Case Closure letter. If needed, the Communications unit will edit the date in the Decision/Closure Letter Distribution Action Item to reflect the date it is delivered. RSC LA If a case is withdrawn by applicant or by referring entity (UNHCR), add Withdrawal Action Item with Applicant signed withdrawal, Applicant unsigned withdrawal, or UNHCR withdrawal Status. For more information on the post-USCIS case closure process, refer to the USCIS Processing Guide. [Return to Top] [ 36 ]  Control Number: USRAP-PG-RSC-10-v3.7 For Case Size = 0, may prepare the DOS Case Closure Letter (for pre-USCIS cases) with the date of preparation in the Decision/Closure Letter Distribution Action Item. If all applicants were moved to another Active case, there is no need for a Case Closure Letter. Note If all applicants on the case are Deceased or Withdrawn, see DOS Case CLosure Letter. If all applicants are withdrawn, select the ‘Withdrawn’ case Inactivation reason (see chart below). For case size zero for applicant transferred to active cases: Inactivate the case using Non-Primary inactivation reason. Remove the case size zero from all the Case Groups including requested by USCIS Case Group. RSC Cancel all active Action Items. Africa Liaise with the scheduling unit or Circuit ride Supervisor/POC to remove the case size zero from the active schedule event. Share the cases with the START team for closure through your pod/country START POC. If RSC transfers all post-USCIS applicants to another case, do not add USCIS Case Review – Case Closure AI since case size is 0. Case can be closed with closure reason Case Size 0 once all Note the necessary AIs and documents have been updated accordingly. 3. Upload the DOS Case Closure Letter (see image below) to the case-level Supporting Documents tab and update the Decision/Closure Letter Distribution Action Item Status to Decision Letter Prepared. Link the Decision/Closure Letter Distribution Action Item to Principal Applicant and assign to RSC LA RSC LA Communication with an activity log comment to be distributed. [Return to Top] [ 37 ]  Control Number: USRAP-PG-RSC-10-v3.7 4. Once the Closure Letter is received from/approved by PRM, update the Denial/Closure Action Item Status to RSC Received Denial/Closure. See more information below on when PRM needs to approve the Closure Letter. 5. Deliver the DOS Case Closure Letter to the Principal Applicant in person or via email. Update the Decision/Closure Letter Distribution Action Item Status to one of the following statuses, as applicable: Decision Letter Mailed/Emailed, Decision Letter Sent to UNHCR/ICRC, Decision Letter Distributed in Person, or Undelivered. In extraordinary circumstances, RSC can request PRM authorization to provide Decision Letter notifications via phone. Update the Decision/Closure Letter Distribution Action Item Status to Decision Delivered by Phone. In addition, add a Contact Log entry with the following information in the relevant fields (including the Contact Log comments field): Note the reason why the Letter was distributed over the phone the PRM official who approved delivery via phone the date of the phone call the RSC staff member who communicated the Decision Letter The RSC may seal and deliver the letter to UNHCR or ICRC if that is the normal process for Note communicating with the applicant. UNHCR does not need a separate copy of the DOS Case Closure Letter. Always include a copy of the decision letter in the electronic case file. Before delivering the Case Closure Letter, ensure that RSC has canceled medical, and travel Note requests. There is no need to cancel security checks. Any pending security checks to process even as the case is moved to inactive and then closed. [Return to Top] [ 38 ]  Control Number: USRAP-PG-RSC-10-v3.7 6. Once the closure letter is distributed or an attempt was made to distribute the letter, QC the case and update the case Availability to Inactive and select the applicable inactivation reason. PRM approval is not required for case inactivation in START. 7. Update Applicant’s status to Withdrawn if applicant withdrew their case or No Special Humanitarian Concern - Access if the referring entity withdrew the case. As the Withdrawal Action Item is associated to each withdrawn applicant, there could be Note multiple Withdrawal Action Items per case if multiple people are withdrawing from the case. 8. If there is a physical case file, add the File Movement Action Item (Status = Not Started) on the same day the case Availability is updated to Inactive. For further information, refer to Step 10 below. 9. Create the START Closure Action Item (Status = Not Started). Use the “Due Date” field to record the date that the RSC will close the case. Indicate “Case closure QC completed. Case to be closed due to [XXX reason]” in the Activity log. 10. After the Inactive period of 6 months (or as directed in the table below, update the START Closure Action Item Status to Pending Closure. Assign it to the RSC Assignment Group responsible for closing cases in START (RSC supervisors/management). a. If a case completes the RRE process within the inactive period and the case is permitted to continue processing, the case can be reactivated by updating the Availability to Active (update the START Closure Action Item Status to Canceled) and selecting a reactivation reason. 11. Assign the Action Items to the team responsible for closing cases and shredding case files. a. RSC Asia: Assign both Action Items to RSC Asia Acceptance to Program group. Pre-USCIS Interview cases may be Inactive for up to 2 years since last case activity and Closed if no further action is taken. Do not update the case Availability to Closed if the final quality check using the File Movement Action Item is not completed. See the USCIS Processing Guide on closing Denied and Closed cases. Note Another example is if a duplicated case was set to an Inactive case Availability as the primary case moves forward. Then the duplicate case can continue to remain Inactive until the primary case has reached a terminal status, even if that time period exceeds 6 months. For cases never interviewed by USCIS, conduct final scanning QC. Use the Additional Scanning Action Item if the case has documents that require scanning. Once RSC has completed the final QC of the electronic file, destroy the physical files. The case Availability will remain Inactive for 2 years after the creation of the File Movement Action Item. Update the Action Item Status prior to updating the case Availability to Closed in START. For cases previously interviewed by USCIS, see the USCIS Processing Guide for more information on Inactivating or Closing. After reviewing the case and confirming all supporting documentation (including the closure letter) is uploaded to or generated in (see below) START, case closers will update the case Availability to Closed and select a closure reason. [Return to Top] [ 39 ]  Control Number: USRAP-PG-RSC-10-v3.7 Ensure the following forms are generated and present in the appropriate Supporting Documents tab prior to closing the case: Assurance Report (if case is/was previously assured) Family Tree Form Global Boarding Letter if applicable (if case was previously RFD) Policy DNA Letter (U.S. Tie & Principal Applicant) (if case requires DNA testing) The following generated forms only need to be in START if signed by the applicant: Notice on Confidentiality of Personal Information RE-3 Notice on Pre-Departure Marriage Form DS-1810 Cases become read-only after they are Closed. Ensure all necessary actions are taken before Tip closing the case (e.g., removing Assignment Groups from Action Items, updating statuses, etc.). Before closing the case, RSC needs to ensure the following is completed: For multiple application scenarios: All related documents are uploaded or copied to the new Active – Primary case. Action Items and statuses are updated correctly, either to ‘canceled’ if no longer relevant, or another ‘completed success’ related status. RSC will run a filter to close cases on monthly basis and complete the following action: Update File Movement Action Item (Status = File Destroyed) Update START Closure Action Item (Status = Completed Success) Shred the p