8 FAM 603
(U) Special Acceptance Procedures
8 FAM 603.1
(U) Special Acceptance Procedures for Passport Agencies and Centers
(CT:CITZ-107; 05-21-2024)
(Office of Origin: CA/PPT/S/A)
8 FAM 603.1-1 (U) Introduction
(CT:CITZ-64; 11-08-2021)
(U) You must adjudicate counter applications with the same care as routine applications regardless of the applicant’s claimed need to travel expeditiously.
8 FAM 603.1-2 (U) Greeting and Check-in
8 FAM 603.1-2(A) (U) Greeters
(CT:CITZ-107; 05-21-2024)
a. (U) Passport agency/center management may designate contractor or government staff to perform the greeter position based on operational needs. Greeters advise applicants of application procedures and the documentary requirements of each passport application form, provide the applicants with handouts, and perform other non-governmental functions prior to the check-in/information window. Greeters working in pre-security areas may only do so in the presence of a Uniformed Protective Officer.
b. (U) The primary greeter responsibility is to sort customers based on whether they have appointments or are walk-ins, and travel priority. All passport agencies/centers with counters need to ensure that customers with appointments are identified as early as possible upon arrival, so that they are not delayed while walk-in customers who arrived earlier are served. Depending on customer volume and traffic flow, passport agency/center management may determine the best number and tasks for greeters.
c. (U) Greeters may:
(1) (U) Inform applicants of all required forms per application type and advise whether the applicant is eligible to use the form DS-82. Greeters may advise the applicant of the correct ink to be used and the need to fill out the passport application form completely. Greeters may also ascertain whether have already applied for a passport and may handle the refile cases as directed by passport agency/center management;
(2) (U) Advise applicants to have all required documents ready, including evidence of identity, and to advise applicants how to arrange their evidence of citizenship and other documents prior to the check-in/information window. If the applicant does not have all the required documentation, the applicant can still proceed to the check-in/information window and to counter-acceptance. Greeters may also inform applicants that they must submit their most recently issued passport when applying on a form DS-82;
(3) (U) Outline basic pricing and delivery options for applicants to prepare them for faster processing at the public counter using an approved handout or iPad, with the express disclaimer that the appropriate delivery option determined by the individual accepting the passport application;
(4) (U) Inform applicants of passport service fees, acceptable payment methods, and the exact change requirement;
(5) (U) Advise applicants of passport photograph requirements and, if the photographs are unacceptable, inform them of local passport photograph vendor options, without indication of preference. Passport agencies/centers may store a list of photograph and notarial services located near the passport agency/center as part of the contents in the stand-alone folder on the iPad home screen. The applicant is responsible for confirming that the information provided is accurate and up-to-date before using the services;
(6) (U) Inform applicants of the two-week travel requirement for an appointment and/or the four-week travel requirement if a foreign visa is needed. For applicants who do not possess a paper copy of their travel itinerary, greeters should provide the passport agency/center travel itinerary e-mail address, if applicable. When a customer has non-urgent travel, greeters may advise of the best method to apply for a passport using travel.state.gov;
(7) (U) Inform customers with minor applicants of parental consent requirements and required forms;
(8) (U) Use iPads to confirm and/or check-in applicants for their appointment and record those customers who have not scheduled an appointment for that day and time. The greeter should confirm appointments using the last four digits of the applicant's SSN, phone number, appointment number, and/or name:
(a) (U) The assistant director (AD) is the accountable property officer for the iPad(s), and the AD must ensure the use is in compliance with the Internal Controls Guide for Employees, 12 FAH-10 H-152.3, and 12 FAH-10 H-152.4;
(b) (U) Passport agency/center personnel must treat the iPad as they would their agency desktop computer. Greeters have no expectation of privacy for their activity on the iPad, and they must follow all DT rules and guidelines related to Department-owned electronic devices;
(c) (U) A daily log is required to track the counts, current user, location, and physical condition of each agency iPad; and
(d) (U) Greeters should sign into CAS using their individual log-in information.
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NOTE: (U) Greeters must always be aware of individuals shoulder surfing to protect personally identifiable information. |
(9) (U) Direct incoming applicants into the different passport agency/center workflow queues as directed by passport agency/center management and advise applicants who have missed their appointments on how to proceed. Once the application process is complete, greeters may direct applicants to the nearest exit to keep lobby traffic flowing;
(10) (U) Inform applicants of current wait times and the number of applicants in the queue, as directed by passport agency/center management. Greeters should be aware of daily lobby hours to inform applicants who need to return at a later date for further processing;
(11) (U) Inform applicants of the location of restroom facilities and the steps required to re-enter the lobby area through security screening, if applicable;
(12) (U) Allow/disallow applicants access to the passport agency/center according to parameters determined by passport agency/center management; and
(13) (U) Provide applicants without an appointment or urgent travel needs with the hours and directions to a local acceptance facility for first time applicants or minors, or to renew through the mail (as applicable)
d. (U) Greeters must not:
(1) (U) Make (or imply) any decision on the issuance or denial of a passport application;
(2) (U) Make (or imply) any decision on whether the applicant is eligible to apply;
(3) (U) Answer case-specific questions;
(4) (U) Complete passport forms for applicants;
(5) (U) Determine whether evidence of citizenship or identity is acceptable;
(6) (U) Handle fees;
(7) (U) Make time commitments concerning pick-up times (but should assure applicants that return options will be discussed at the public counter);
(8) (U) Accept documentation in response to a previously-sent information request letter (IRL), but may advise applicants to respond to the mailing address provided on the IRL;
(9) (U) Make or reschedule appointments for applicants;
(10) (U) Provide their contact information for follow-up or future inquiries from applicants (NPIC information should be provided instead); and
(11) (U) On the same day perform the greeter role, the check-in/information window, or the counter acceptance and/or counter adjudication.
8 FAM 603.1-2(B) Check-In/Information Window
(CT:CITZ-64; 11-08-2021)
a. (U) The first step for an applicant filing a passport application at a passport agency’s/center’s public counter is to be seen at the information window.
b. (U) The applicant’s appointment is verified and checked in as an appointment in the Centralized Appointment System (CAS).
c. (U) The check-in/information window employee briefly verifies/asks whether the applicant has the required documentation to complete the application process (the passport specialist will make the final determination), including:
(1) (U) The correct, completed passport application;
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NOTE: (U) Form DS-11 should not have been signed or have the ID and citizenship evidence completed in part or in whole in the "Oath/Affirmation, Applicant Signature, Identifying Documents, and Acceptance Agent Signature/Information" blocks or the "For Issuing Office Only" block. The check-in information window employee should inform the applicant that the form DS-11 may be rejected. |
(2) (U) Citizenship evidence;
(3) (U) A 2" by 2" photograph stapled to the passport application (the check-in/information window employee should trim the photograph if necessary and attach the photograph if it is not attached);
(4) (U) An identification document (ID) (or previous passport for a form DS-82, form DS-4085, or form DS-5504);
(5) (U) All parents/guardians are present, evidence of sole legal custody, or notarized written consent of the non-applying parent (if applicable); and
(6) (U) A means of paying the fees or evidence of entitlement to a no-fee passport (if applicable).
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NOTE: (U) If the applicant is submitting a hand-carried application, the check-in/information window employee must not open the envelope. |
d. (U) If the applicant does not provide a photocopy of their ID (or only provides a photocopy of one side), the check-in/information window employee (or management designee) should photocopy the front and back (as applicable) of the applicant’s ID and attach it to the form DS-11.
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NOTE: (U) The form DS-11 requires the applicant to submit a photocopy of their ID and citizenship evidence. Passport agencies/centers photocopy IDs and citizenship evidence as a courtesy to the applicant. |
e. (U) If the applicant submits a U.S. birth certificate, Consular Report of Birth Abroad, or a Naturalization/Citizenship certificate, but does not provide a photocopy of it, the check-in/information window employee (or management designee) must photocopy the front (and back, if there is pertinent information) of the evidence of citizenship and attach it to the form DS-11.
f. (U) The employee will check the applicant’s proof of travel to determine the type of ticket to provide in the Q-Flow system (if applicable). The queuing system (Q-Flow) will announce the next available window. Families, or groups traveling together, should be set up to apply together at the same counter window. Where available, standard Q-Flow queues and prioritization must be used.
8 FAM 603.1-3 (U) Accepting Applications at the Counter
(CT:CITZ-64; 11-08-2021)
a. (SBU) Staff assigned to the counter must not accept applications from their friends or family members under any circumstances. See the Internal Controls Guide for Employees.
b. (U) Staff assigned to the counter must ensure that any previous applicant’s personally identifiable information is out of view of the public before calling a new applicant to the window.
c. (U) Passport agencies/centers must limit appointments to customers traveling within two weeks or needing a foreign visa within four weeks of travel unless instructed otherwise by the managing director for Issuance Operations:
(1) (U) The applicant is required to provide evidence of urgent travel such as a flight itinerary, a hotel reservation, international car insurance, or a cruise or airline ticket. The applicant can print, e-mail to the e-IRL box, or show the proof of travel on an electronic device at the public counter. Passport agencies/centers may make exceptions for applicants who would be entitled to same day "Will Call" service (see paragraph d(1) below); and
(2) (U) Applicants who have made appointments but do not provide evidence of urgent travel should not be turned away (this includes applicants who are submitting documents requested by IRL at the public counter). Instead, these customers should be given the latest possible will call date or mail out service that will meet their stated travel plans.
d. (U) Staff assigned to the counter must interview the applicant regarding their travel plans and ask them to complete the travel plans block on page two of the form DS-11 (see 8 FAM 702.1-8(I)). This will determine the type of service received:
(1) (U) Same day “will call” service: The passport is completed and picked up by the applicant the same day they applied for the passport. Same day service should be reserved for:
(a) (SBU) Applicants who may miss their international travel if the passport is not processed that day;
(b) (SBU) Applicants who have life and death emergencies;
(c) (SBU) Compassionate reasons (e.g., applicant is elderly or infirm and has unusual difficulty in getting to the agency/center);
(d) (SBU) Headquarters and duty officer referrals;
(e) (SBU) Applicants who travel more than 100 miles one way to apply and need to pick up their passports to make their travel plans;
(f) (SBU) Applicants who reside over the border in Canada or Mexico and traveled to the passport agency/center through land border crossings; or
(g) (SBU)Crew members for commercial airlines or ships with appropriate credentials.
(2) (SBU) Next-day and three-day “will call” service. These services may be provided to passport applicants who plan to travel within 2 to 14 days or are traveling to countries that require visas.
(a) (SBU) These types of “will call” cases are held overnight to allow prioritization of more urgent work and sufficient time for all namecheck, social security administration, facial recognition(FR), and other database results; and
(b) (SBU) At the local level, passport agencies/centers decide whether to set up “will call” pickup dates for one and/or two days after the applicant applies at the public counter. The determination on the “will call” pickup date depends on workload levels, system returns, and the applicant’s travel plans.
(3) (U) Mail out: This service may be provided to passport applicants whose travel plans do not warrant "Will Call" service or upon applicant request. The passport book is mailed to the applicant via priority mail. The applicant may also choose to pay for Priority Express Mail delivery of the passport book.
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NOTE: (U) You should request that a parent/guardian of a minor child provide “in care of” information in the address field, as this decreases the incidence of undeliverable mail. |
(4) (SBU) Things to consider when determining “will call” service:
(a) (SBU) Always balance the applicant’s needs with the agency’s/center’s ability to process the application and other similar applications on the same day;
(b) (SBU) Provide same day will call service only when appropriate, e.g., departures early the next morning;
(c) (SBU) Certain countries require visas for U.S. citizens/non-citizen U.S. nationals which may take days or weeks to obtain (see the International Travel page on the Consular Affairs Internet Page. (Residence and work visas often require more time to obtain.);
(d) (SBU) If possible (see above), try to schedule “will call” pickup to allow for the application to receive FR returns; and
(e) (U) An applicant who is eligible for “will call” service may also choose to receive expedite mail out service. If the applicant has opted for “will call” service, but circumstances change and the applicant needs expedite mail out service, they may request expedite mail out service by calling the National Passport Information Center and paying the additional fees for overnight mailing. Such an applicant may subsequently change their mind and request "Will Call" service. When this occurs, you must process a change of services request and refund any special postage in accordance with 8 FAM 602.2.
(5) (SBU) Same day “cut-off” times: Passport agencies/centers may have “cut-off” times for accepting same day “will call” applications. This action supports smooth operations, helps maintain predictable workflow, and may also be for employee safety reasons (e.g. building electricity is turned off at a certain time). Agency/center management may approve exceptions to the “cut-off” times. See 8 FAM 603.6 regarding duty officer cases.
8 FAM 603.1-3(A) (U) The Initial Interview and Fraud Awareness
(CT:CITZ-64; 11-08-2021)
a. (SBU) Generally, the initial interview is the key time to collect relevant information and have the applicant thoroughly complete the application. If you suspect fraud, do not alert the applicant to your suspicions. You must ensure that the applicant executes the completed application and pays the appropriate fees. If the application is not properly executed, it could limit our ability to take action in the future regarding the application. You must retain all citizenship documents and required photocopies, as well as photocopies of all relevant identity documents and the proof of travel:
(1) (U) You must conduct in-person interviews courteously and professionally and treat the applicants with respect;
(2) (SBU) You should build rapport with the applicant during the interview (even if you suspect fraud) while still providing good customer service. This often takes the form of casually asking them about their travel plans and the information on the application during the course of accepting and counter-adjudicating the passport application;
(3) (U) The consular interview is used to develop information that is needed to issue, deny, or refer the application. If you are using the information obtained during the interview to support your decision to issue, deny, or refer to the fraud program manager (FPM), the information should be written down, so that it can be scanned into the record;
(4) (SBU) If you suspect fraud, the National Fraud Checklist (NFC) is a good reminder of what issues to look for on the passport application and to ask the applicant to explain;
(5) (SBU) If you suspect fraud, you may take written notes of the conversation:
(a) (SBU) The written notes are only part of the interview process--you must strike a balance between note taking, observing the applicant's behavior, and active listening;
(b) (SBU) At a minimum, your notes should include pertinent information and highlights of the interview. You should take notes on a separate piece of paper--do not record them on the passport application (the passport application is the permanent record) or in Travel Document Issuance System (TDIS) because comments are widely viewable by other CA/PPT employees and NPIC staff; and
(c) (SBU) Ideally, your notes should have separate sections for your observations and the applicant's answers to your questions.
(6) (SBU) If you suspected fraud and the interview did not dismiss your suspicions, you must refer the passport application to the FPM from the counter:
(a) (SBU) If your notes are brief, you should type them directly in the "Additional Comments" field on the NFC via American Citizens Record Query (ACRQ) and submit the original with the fraud referral (do not annotate or attach the notes to the passport application);
(b) (SBU) If the notes are lengthy, submit it with the fraud referral (do not annotate or attach the notes to the passport application). Indicate that paper notes are included with the fraud referral in the "Additional Comments" field on the NFC via ACRQ.
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NOTE: (U) Never annotate personal or derogatory remarks about an applicant. |
(c) (SBU) The FPM must determine whether the initial interview notes are pertinent to the application and should be scanned into Enterprise Case Assessment Service or, if more fulsome notes have been provided, whether they may be shredded as non-record working papers under 5 FAM 415.1).
b. (SBU) If you suspect fraud, you must give the applicant a pickup day as far into the future as possible, in order to give the FPM as much time as possible to research the case. Avoid “same day” service, if possible. If you suspect fraud and still decide to provide the applicant with same day service, you must notify the FPM immediately according to your passport agency's/center's processes.
c. (SBU) You must refer any counter applications in which you suspect fraud to the FPM (see 8 FAM 105.2). Do not complete the National Fraud Checklist (NFC) in the presence of the applicant (you must complete the NFC after the applicant has left your window).
8 FAM 603.1-3(B) (U) Managing Applicant Expectations
(CT:CITZ-64; 11-08-2021)
a. (SBU) Passport applicants may become rude or angry when you are unable to provide them with the service they expected, e.g., when their passport application is denied. You are expected to use your customer service skills and professionalism to keep the focus of the interaction on the passport application process itself:
b. (U) Professionalism and customer service:
(a) (SBU) Refrain from responding to an angry applicant in a similar manner, as it is counter-productive; and
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NOTE: (SBU) The applicant may demand that you provide them with your name. For your safety, you must only provide your name as it is listed on the nameplate at the counter and your assigned counter number (i.e., the window number you are working at). The applicant does not need any additional information, as your given name, counter number, and the date is sufficient for the applicant to lodge a complaint. |
(2) (U) You should remember that the applicant is angry because they were unable to obtain the service that they wanted, or unable to obtain it in a timely manner. Even though the applicant's rudeness and anger may be directed toward you, remember that the applicant is not necessarily angry with you.
c. (U) Focusing on the passport application process:
(1) (U) If possible, provide a solution for the applicant, who may be focused solely on the current interaction. The information request letters (IRLs) are helpful for this purpose, as they describe exactly what the applicant needs to submit. You may wish to walk the applicant through the IRL so that they understand what is needed; and
(2) (U) Practice active listening to determine if the applicant has any needs or wants that you can fulfill. You may not be able to help the applicant immediately, but you can provide the applicant with information on how to achieve their goals.
(3) (U) If you cannot resolve the situation, politely inform the applicant that you are going to check on an issue and ask the counter supervisor or other manager for additional assistance. Requesting help from the counter supervisor or other manager often helps defuse the situation, because it demonstrates to the applicant that it is not a personal issue. (See 8 FAM 603.1-2 (U) Greeters and Check-In/Information Window).
8 FAM 603.1-4 (U) Counter Adjudicating Form DS-11
(CT:CITZ-64; 11-08-2021)
a. (U) You must complete the functions in this section with each form DS-11 after the acceptance functions are complete (see 8 FAM 602.1).
b. (SBU) You must review the submitted citizenship evidence to determine if it is valid. You must exercise caution if the format is unfamiliar or unusual. If the citizenship evidence has indications of alteration or counterfeiting, refer the application to the FPM (see 8 FAM 105.2).
c. (U) You must verify that the applicant’s name, date and place of birth on the citizenship evidence matches the information listed on the application or that appropriate name change documentation is received:
(1) (U) You must follow the notational and adjudication guidance for names in 8 FAM 403.1;
(2) (SBU) You must annotate all previous names that the applicant used or potentially may have used in accordance with 8 FAM 501.3. If other names that the applicant may have potentially used, such as a spouse’s name, are written in another area of the application—including names in the “for issuing office only” block on page two—it is not necessary to re-write the name in block nine of the first page;
(3) (U) You must follow the notational and adjudication guidance for dates of birth in 8 FAM 702.1-3(B); and
(4) (U) You must follow the notational and adjudication guidance for places of birth in 8 FAM 403.4.
d. (U) You must scan the barcode in the Travel Document and Issuance System (TDIS) Counter Acceptance module:
(1) (U) If a 2D barcode is available, scan it next, and review the biographical information in TDIS. If necessary, you must correct the information in TDIS; and
(2) (U) If the application does not have a 2D barcode, enter the applicant’s last name, date of birth, sex, and type of application.
e. (U) You must verify the applicant’s identity (see 8 FAM 401 for guidance on adjudicating identity and 8 FAM 603.1-4(A), 8 FAM 603.1-4(B), and 8 FAM 603.1-4(C) for guidance on tools available at the public counter):
(1) (SBU) When the applicant provides an otherwise acceptable primary ID from out of state, or if there is suspect geographic dispersion, you must request a second ID unless you are familiar with the ID (you should waive this requirement if the applicant has a previous passport record), annotate the ID on the form DS-11, and attach a photocopy of the ID to the form DS-11. “Out-of-state” does not apply to contiguous states to the passport agency/center or multi-state metropolitan areas; and
(2) (SBU) An ideal second ID fulfills the criteria for primary ID in 8 FAM 401.3. However, do not reject the applicant’s offer of secondary ID if a second, primary ID is not available. If a credit card is submitted as a second ID, do not photocopy it. Instead, annotate the type of credit card (e.g. “Visa”, “MasterCard”, “Amex”), the full name listed on the card, and if available, the issuance and expiration dates of the card. Do not annotate the credit card number. (If necessary, record additional ID on the Supplemental Identity Evidence Worksheet.)
f. (U) If the applicant is a minor see 8 FAM 502.
g. (U) Request travel information or documents as required below or 8 FAM 603.1-3. If provided:
(1) (U) Review the applicant’s travel plans to determine the type of service and type of passport to provide; and
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NOTE: (U) If the applicant is applying for only a passport card and has inconsistent travel plans, e.g., international air travel, the applicant should be informed of the limitations of the passport card (see 8 FAM 706.1). |
(2) (SBU) Attach the travel documents or copies (if original tickets are provided) as required; e.g., for hand-carried applications or FPM referrals; or
(3) (U) Return the documents to the applicant if not attached as required above.
h. (U) Review the citizenship evidence and form DS-11 to determine if the applicant has submitted the most recent passport.
(1) (SBU) You may check ACRQ to determine if the applicant has a valid or expired passport that is not presented at the counter; and
(2) (SBU) If you are approving the passport application, cancel the previous passport as required by and in accordance with 8 FAM 901.1 unless the applicant is applying for a different type of passport (see also 8 FAM 702.1-8(L)).
i. (U) You must annotate the citizenship evidence in accordance with Department guidance (see 8 FAM 702.1-9).
j. (SBU) Review the application in its entirety for potential fraud indicators (see 8 FAM 201.2).
k. (U) Annotate or stamp “will call” on the application if “will call” service is selected and annotate the pickup date and time on the top of the application.
l. (SBU) Verify that the fees paid are appropriate for the type of application, the type(s) of passport the applicant is requesting and that the fees match the amount listed on the TDIS counter acceptance function on the computer screen. If a determination is made not to accept the expedite fee due to special circumstances (see 8 FAM 602.2), the appropriate manager must approve the override or acceptance of a partial payment in TDIS per the Internal Controls Guide for Employees:
(1) (U) Annotate the fee amount and the method of payment in the "Fee Information" block:
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NOTE: (U) You may write the total amount remitted in the "Bk" field, rather than writing the separate fees. |
(2) (SBU) Enter fees and delivery type into TDIS: Receipts will print out from the receipt printer. See also the United States Secret Service’s guide “Know Your Money” for additional guidance on detecting counterfeit currency;
(3) (SBU) Provide the receipt marked “customer copy” to the applicant; and
(4) (SBU) The receipt marked “cashier copy” must be attached to the front of the application with the fees.
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NOTE: (SBU) If the fees are paid with cash, in whole or in part, the receipt marked “acceptance copy” must also be attached to the application. The cashier will verify that the amount of cash is the same as the amount on the receipt, and then initial the acceptance copy of the TDIS receipt. The initialed acceptance copy of the receipt is returned to the passport specialist. This action must be done in the presence of the passport specialist during the transfer process. For non-cash receipts, the acceptance copy must be shredded. (See the Internal Controls Guide for Employees for further information on the handling of fees.) |
m. (SBU) Keep the completed application, documents (including required photocopies), receipts, and fees in a lockable counter drawer when not in use until they are properly turned over to the cashier per the Internal Controls Guide for Employees. See also 7 FAH-2 H-640.
8 FAM 603.1-4(A) (U) AssureTec Scanners
(CT:CITZ-64; 11-08-2021)
a. (SBU) If the applicant submits ID(s) that can be processed by the AssureTec scanner, you must scan the ID(s) and review the results from the Reveal-ID software. Technical guidance on using the AssureTec scanners, the Reveal-ID software, and a document library are available on the Diplopedia AssureTec page.
b. (SBU) You must verify that the information in the Reveal-ID screen matches the information on the ID.
c. (SBU) Alerts and notations:
(1) (SBU) If the Reveal-ID software returns “ok,” you must annotate that result in or near the “identifying documents” block of the form DS-11:
(2) (SBU) If the Reveal-ID software returns “caution,” you must consider whether the risk factors identified by the Reveal-ID software are explicable given the condition of the ID and the other risk factors on the application to determine whether to refer the application to the FPU. For example, a new version of a state driver's license might provide a "caution" return because the Assurtec software has not yet been updated. You must annotate the AssureTec result in or near the “identifying documents” block of the form DS-11:
(3) (SBU) If the Reveal-ID software returns “suspect,” you must review the form DS-11 for other fraud indicators. If there are no other fraud indicators that cause concern, you must request that the applicant provide additional ID (you may also use the applicant’s ACRQ record in accordance with 8 FAM 1201.1). If there are other fraud indicators, you must refer the form DS-11 to the FPM (see 8 FAM 105.2). You must annotate the AssureTec result in or near the “Identifying Documents” block of the form DS-11:
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NOTE: (SBU) IDs must be returned to the applicant regardless of the Reveal-ID return. |
(4) (SBU) If the Reveal-ID software returns “attention,” you must examine the ID and review the application for fraud indicators. If there are no fraud indicators or there is a logical explanation for the alert, e.g., the ID is expired, you must annotate the AssureTec result in or near the “identifying documents” block of the form DS-11:
(5) (SBU) If the Reveal-ID software returns “unknown,” you may check the Reveal-ID document library. If you believe that the ID is acceptable, re-run the ID in the AssureTec scanner. If the Reveal-ID software returns “unknown” again, you must annotate the AssureTec result in or near the “identifying documents” block of the form DS-11:
d. (SBU) Risk scores: If the Reveal-ID software produces a risk score, you must review the specific issues identified on the authentications tab. The Reveal-ID software will suggest further actions for you to assess the document. Even if the submitted ID is designated as risk free by the AssureTec scanner, it still must meet the requirements in 8 FAM 401.3 to be accepted primary ID or secondary ID.
8 FAM 603.1-4(B) (U) 2D Barcode Readers
(CT:CITZ-64; 11-08-2021)
a. (SBU) You may use the 2D barcode readers whenever warranted.
b. (SBU) If the information matches that on the DL or state ID, annotate that the 2D barcode was verified in or near the “Identifying Documents” block of the form DS-11:
c. (SBU) If the 2D barcode fails to scan, it may be because it is soiled. If you clean the barcode with an alcohol wipe you may be able to scan the barcode;
d. (SBU) If the 2D barcode is damaged, misprinted, or will not scan, annotate that you attempted to verify the 2D barcode, but were unable to do so, in or near the ID block of the form DS-11:
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NOTE: (SBU) A non-verifiable 2D barcode is a fraud indicator and must be considered with the totality of the application. The 2D barcode may have been counterfeited or deliberately damaged to mask altered data. Counterfeit 2D barcodes may contain information that indicates the barcode was generated by a commercial source (e.g., it includes "by PartiTek," which is used by the document vendor IDChief). |
e. (SBU) If the information returned does not match that on the DL or state ID, or suggests a different identity, print the results of the scan and ensure that the photocopy of the ID is clear and attached. Refer the application to the FPM (see 8 FAM 105.2).
8 FAM 603.1-4(C) (U) Ultraviolet Verification
(CT:CITZ-64; 11-08-2021)
a. (SBU) You may use your black light to verify any ultraviolet (UV) security features (refer to the ID Checking Guide and the exemplars in the Passport Fraud Library) whenever warranted.
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NOTE: (SBU) An old or worn ID may not display UV features as clearly as a new ID. Make sure faint UV features are consistent with the age and condition of the ID. |
b. (SBU) If the UV features are consistent with the ID being inspected, you must annotate that the UV security features were verified in or near the ID block on the form DS-11:
c. If no UV features are present, you must annotate that you attempted to verify the UV security features, but were unable to do so, in or near the ID block of the form DS-11:
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NOTE: (SBU) Non-verifiable UV security features are a fraud indicator and must be considered with the totality of the application if detected. |
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NOTE: (SBU) The wavelength of the black light employed may affect which UV features fluoresce. |
8 FAM 603.1-5 (U) Counter Adjudicating Form DS-82
(CT:CITZ-64; 11-08-2021)
(U) Counter adjudication of the form DS-82 is generally similar to counter adjudication of the form DS-11 described in 8 FAM 603.1-4 except you must:
(1) (U) Ensure that the applicant has signed the form DS-82.
(2) (U) Verify with the applicant that the submitted passport is the most recent passport (book and/or card) and it meets all the eligibility requirements to apply for a renewal using the form DS-82 (see 8 FAM 702.2); and
(3) (SBU) Follow the procedures in 8 FAM 702.2, if the applicant’s name on the form DS-82 differs from the name on their passport.
8 FAM 603.1-6 (U) Foreign Language Assistance at Passport Agencies/Centers
(CT:CITZ-105; 03-07-2024)
a. (U) Passport specialists may provide foreign language assistance to applicants, either at the public counter or via telephone, by speaking in a foreign language if the passport specialist possesses sufficient command of the foreign language to provide appropriate customer service. The oath must be administered in English. However, passport specialists may provide foreign language assistance to explain the meaning of the oath.
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NOTE: (U) Passport specialists may also provide assistance to deaf and hard-of-hearing applicants who use American Sign Language (ASL) if the passport specialist is fluent in ASL to provide appropriate customer service and administer the oath. |
b. (U) If the passport specialist doesn’t provide customer service in the foreign language or administer the oath, the applicant may either respond to an information request letter or appear at the public counter with an interpreter. The selection of an interpreter is at the discretion of the applicant.
8 FAM 603.1-7 (U) ASSISTANCE FOR APPLICANTS WITH DISABILITIES AT PASSPORT AGENCIES/CENTERS
(CT:CITZ-106; 05-08-2024)
a. (U) Applicants with disabilities may request assistance in the form of a reasonable accommodation, modification, or other request for assistance when applying for a passport, in accordance with 29 U.S.C. 794 (Section 504 of the Rehabilitation Act) and Department regulations at 22 CFR 144. If an accommodation is not listed in the section below, you must consult with a supervisor to determine if a request or other appropriate assistance can be granted.
b. (U) Applicants who are blind or have low vision may request an auxiliary aid or service to assist them with completing and submitting the passport application. If no auxiliary aids are available or functioning at the time, do not turn the applicant away and do not instruct them to ask someone in the lobby to assist. Instead, you may use these options:
(1) (U) An adult friend or family member may complete the form for the applicant. This process may only be used upon the request of both the applicant and the family member/friend. Attach the signed request for applicant assistance to the application to acknowledge that this accommodation was used. (Contact Section504PPT@state.gov if the applicant is unable to sign the request.) You should not rely upon minors to perform this function except in a life-or-death emergency when there is no other appropriate option available or when requested as an accommodation by the applicant; or
(2) (U) You may complete the form for the applicant if the applicant has no one with them to fill out the form, or if the applicant and/or a person with them does not request or agree to have the accompanying person complete the form. The employee must sign the request for applicant assistance as the assistant and then help the applicant as needed. A second employee will then accept the application, after reading back the completed information on the passport application to confirm it is accurate before the applicant signs. You must attach the signed request for applicant assistance to the application to acknowledge that this accommodation was used.
c. (U) Applicants who are deaf or hard-of-hearing may request auxiliary aids or services to assist with the application process. If no auxiliary aids are available or functioning at the time, do not turn the applicant away and do not instruct them to bring a friend or family member with them to assist.
(1) (U) An adult friend or family member may interpret for the applicant during any communication with the passport agent or passport acceptance agent. This process may only be used upon the request of both the applicant and the family member/friend. Attach the signed request for applicant assistance to the application to acknowledge that this accommodation was used. You should not rely upon minors to perform this function except in a life or death emergency and when there is no other appropriate option available or when requested as an accommodation by the applicant;
(2) (U) An employee may provide assistance to applicants who are deaf or hard-of-hearing or hard of hearing if the employee is fluent in ASL to provide appropriate customer service and administer the oath; or
(3) (U) If there are no staff members who can proficiently communicate through ASL, and no assistive technology is available, then communication may be done in writing.
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Request for Applicant Assistance: □ I require a reasonable accommodation to complete my application for a U.S. passport and/or the acceptance process. □ I request that the person signing below assist me in completing the passport application and/or acceptance process.
Printed Name of Applicant: ____________________. Signature of Applicant: ____________________. Printed Name of Assistant: ____________________. Signature of Assistant: ____________________. Date: ____________________. |
d. Applicants who are mute, physically unable to speak or speech impaired may request auxiliary aids or services to assist with the application process. If no auxiliary aids are available or functioning at the time, do not turn the applicant away. and do not instruct them to bring a friend or family member with them to assist.
(1) (U) An adult friend or family member may interpret for the applicant during any communication with the passport agent or passport acceptance agent. This process may only be used upon the request of both the applicant and the family member/friend. Attach the signed request for applicant assistance to the application to acknowledge that this accommodation was used. You should not rely upon minors to perform this function except in a life or death emergency and when there is no other appropriate option available or when requested as an accommodation by the applicant;
(2) (U) An employee may provide assistance to applicants who are deaf or hard-of-hearing if the employee is fluent in American Sign Language (ASL) to provide appropriate customer service and administer the oath; or
(3) (U) If there are no staff members who can proficiently communicate through ASL, and no assistive technology available, then communication may be done in writing.
e. (U) An applicant who uses a wheelchair should have their application accepted at a wheelchair-accessible window, unless they expressly request otherwise. This also applies to applicants who do not use a wheelchair but who need to sit during the acceptance process because of a disability. (If a suitable, movable chair is not available in the lobby, the passport agency/center may temporarily utilize one brought from within the hardline to the lobby, but the chair cannot remain in the lobby when no longer needed.) If the passport is scheduled for will call delivery, then the applicant will be authorized to pick up the passport at that same window (even if that window is not the regularly designated will call window). If the wheelchair-accessible window is not currently available (e.g., because of construction), then the agency must establish a suitable alternative in the lobby, such as setting up a table of appropriate height to temporarily accept these applications, allowing staff to enter the lobby to directly interact with the customer within view of the uniformed guards, or using an interview room.
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NOTE: (U) See 8 FAH-1 H-201.8 for guidance on service animals, 8 FAM 401.3-6 for guidance on accommodations with regard to identifications documents, and 8 FAM 402.1-3 for accommodations with regard to passport photographs. |