Emma, the online virtual assistant on the USCIS website, has a “Live Chat” feature that enables you to reach live assistance Monday through Friday from 8 a.m.Help – the USCIS IVR menu options led me to a dead end. Call volume is heaviest on Mondays and tends to get lighter throughout the week. Be strategic when calling the USCIS Contact Center.The USCIS Contact Center wait times have increased due to a number of reasons, including decreased staffing levels, something USCIS is actively working to address.In those instances where self-service is available, the IVR will not present an option for a caller to reach live service. USCIS is limiting live assistance through the USCIS Contact Center to better assist those who require live assistance.Use USCIS online tools when you can and request live assistance for when it is truly needed (scheduling an in-person appointment for an ADIT stamp, emergency parole, etc.), which helps USCIS manage its limited resources.I’m going through the menu options on the USCIS Interactive Voice Response (IVR) system menu of options, but not getting to live assistance. This does not mean that there is a problem with your case. Each case is unique, and some cases may take longer to adjudicate. USCIS adjudicates applications and petitions on a case-by-case basis.Processing times vary from office to office.If your case is outside normal processing times, you can submit a case inquiry using e-Request.
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