The U.S. Citizenship and Immigration Services (USCIS) has updated its policy guidance in the USCIS Policy Manual to clarify customer service options available to certain noncitizens whose applications or processes are subject to confidentiality protections. This update primarily affects applicants filing the Application for Asylum and for Withholding of Removal (Form I-589), the Application for Suspension of Deportation or Special Rule Cancellation of Removal under the Nicaraguan Adjustment and Central American Relief Act (NACARA) (Form I-881), and noncitizens undergoing credible fear, reasonable fear, or Safe Third Country Agreement screening processes.
Federal regulations generally prohibit the disclosure of information contained in or related to applications for asylum, credible fear determinations, and reasonable fear determinations to third parties. As a matter of policy, USCIS extends these confidentiality protections to applicants filing under NACARA using Form I-881. To uphold these regulations, USCIS personnel, including those at the USCIS Contact Center, must adhere to specific procedures to ensure confidentiality when assisting these applicants.
“USCIS is updating guidance in the Policy Manual to clarify the customer service options available to Form I-589 and Form I-881 applicants, as well as noncitizens in the credible fear, reasonable fear, and Safe Third Country Agreement screening processes and their representatives. The update also specifies the procedures USCIS Contact Center personnel must follow to comply with confidentiality protections,” stated a USCIS policy alert.
Policy Highlights clarifies that USCIS Contact Center personnel may respond to inquiries regarding Form I-589 and Form I-881 applications and protection screenings after completing enhanced identity and authorization verification.
Policy Highlights explains that Contact Center personnel may direct requestors to other resources, such as USCIS online accounts, the Case Status Online tool (for Form I-589 inquiries), the Asylum Office Locator tool, or other USCIS webpages, where applicable.
Effective immediately, this policy update applies to all pending and future requests submitted on or after January 7, 2025. The new guidance, found in Volume 1 of the USCIS Policy Manual, supersedes any prior related instructions.
Previously, noncitizens requesting an address change could contact the USCIS Contact Center, where Tier 2 staff would create a service request and forward it to the appropriate asylum office or service center. While the existence of a pending protection claim was not confirmed or denied to maintain confidentiality, requestors were informed that their address change request was recorded and forwarded.
Under the new policy, applicants must now follow the instructions on the “How to Change Your Address” webpage. If they contact the USCIS Contact Center, staff cannot confirm or deny the existence of a pending protection claim without first completing enhanced identity and authorization verification. Instead, staff may guide requestors to the webpage, emphasizing self-service options and stricter adherence to confidentiality protocols.
In the past, USCIS Contact Center personnel were not authorized to confirm or deny the existence of Form I-589 or Form I-881 applications due to confidentiality provisions. Instead, requestors were directed to online tools like the Case Status Online tool or the Asylum Office Locator for information. Verified inquiries were handled by asylum offices directly through mail, email, phone, fax, or in-person interactions.
The updated guidance introduces enhanced identity and authorization verification as a mandatory step before the USCIS Contact Center can respond to inquiries or confirm the existence of Form I-589 or Form I-881 applications. Applicants and their representatives are encouraged to use self-service tools such as the Case Status Online tool for updates. Contact Center personnel may provide additional guidance or escalate unresolved issues to the appropriate asylum office. Asylum offices can now respond through secure means, such as encrypted emails or written correspondence to the applicant’s last recorded address, reinforcing confidentiality protections.
Under the previous policy, USCIS staff could respond to inquiries regarding subsequent applications or petitions based on underlying Forms I-589, I-590, or I-730, such as Form I-131 (travel documents) or Form I-765 (employment authorization). However, confidentiality provisions prevented staff from confirming or denying the existence of the underlying Forms I-589 or I-590. Confirmation of Form I-730 petitions was allowed after identity verification.
With the updated policy alert, USCIS staff may now confirm or deny the existence of underlying Forms I-589 and I-730, in addition to responding to inquiries about related applications, after completing enhanced identity and authorization verification. However, confidentiality protections for Form I-590 remain unchanged.
The revised policies reflect a significant shift toward stricter confidentiality protocols and enhanced security measures. Enhanced identity verification ensures that sensitive information is disclosed only to authorized individuals. Additionally, the increased reliance on self-service tools, such as the Case Status Online tool and the Asylum Office Locator, empowers applicants to access information independently while maintaining confidentiality.
Kishor Panthi
View More PostsKishor Panthi is the founder and editor-in-chief of Khasokhas and NepYork. He is the author of three books, “Kampan,” "UNTRANSLATABLE" and “Zero Mile.” He writes about social issues, immigration, and politics.
