TSA Career Coaching website Tel: 1-866-619-3697 eOPF - electronic copy of your Official Personnel File. ET View information about and directions to your nearest TSAPreCheck enrollment center. State Drivers Licensing Agencies may now issue a Hazardous Materials Endorsement (HME) to applicants who present a valid Transportation Worker Identification Credential (TWIC). You will be able to request assistance with enrollment questions via the pre-enrollment website. We will focus on the customer care and support team. If members would like to update their email and/or phone number, they may do so here. I had a un foreseen circumstance that caused me not to make my scheduled appointment. You are eligible to receive TSAPreCheck screening even if your current gender differs from the gender you provided when you enrolled in TSAPreCheck, as long as the name and date of birth on your reservation match the name and date of birth on record with TSA. Click here to find the closest enrollment center. Appointments are recommended but not required. The assigned KTN must be used when booking travel. Provide 24X7 first-line support for all Warehouse Automation. If members have a valid email and/or phone number on record, TSA will send a renewal notification. Dark glasses or nonprescription glasses with tinted lenses are not acceptable unless they are needed for medical reasons. Medical certification or a physicians letter is not required when enrolling with a gender that does not match the gender on your identification documents. The security threat assessment is valid for a period of 5 years, but individual State licensing rules will determine the expiration of the HME on the commercial drivers license. Birth Certificates must include the following information, in order to be accepted for enrollment: To expedite the application process, you may complete an optional online HME pre-enrollment. For example, if you present a U.S. birth certificate with your maiden name and a drivers license with your married name, you must also provide a marriage certificate that shows the link between the names on the birth certificate and the drivers license. Help to service and maintenance audio-visual equipment as needed. For example, an individual may have a US birth certificate (proof of citizenship) with their maiden name and a drivers license (proof of identity/valid Photo ID) with their married name. ET Weekends/Holidays: 9 a.m. to 8 p.m. To make an appointment for card pick-up, you must first check the status of your card. This is important. If appointments are not immediately available at the enrollment center of choice, customers are encouraged to schedule an appointment at one of the alternate enrollment centers in the area. A SPOC exemplifies a culture of working as "one company.". The SPOC IT Help Desk provides help and support for any issue verses just logging a call and escalating it. By pre-enrolling, you can ensure that your personal data is entered correctly from the comfort of your home, office, or other location. To expedite the application process, you may complete an optional online TWIC pre-enrollment. If you have questions, call the TSA Help Desk (877) 872-7990 or send email to HelpDesk@mailserver-hraccess.tsa.dhs.gov. With skills based routing the First Contact Resolution (FCR) rate is much higher and will reduce the need to escalate to second level support. Download Adobe Acrobat Reader. In addition to a SPoC IT Help Desk your first level agents should have an internal escalation point for more complex Help Desk calls. For a list of required documents, please visit: TSAPreCheck: http://www.tsa.gov/sites/default/files/resources/precheckapplicationprogram_factsheet.pdf, TWIC: http://www.tsa.gov/sites/default/files/twic-hazmat_factsheet_072915.pdf, HME/HTAP: http://www.tsa.gov/sites/default/files/twic-hazmat_factsheet_072915.pdf. TSAs fingerprint collection procedures conform with FBI criminal history records check request requirements, which include standards and guidance for submitting requests for individuals with amputations and other circumstances that prevent a ten-finger biometric submission. Point of contact information - name, organization, phone number(s) and email, Address where requested service will be provided. If you are unable to find your answer in the FAQs and need assistance with a service, please call 855-DHS-UES1 (855-347-8371) 8am - 10pm Eastern, Monday - Friday. All status updates and resolution follow up will be performed by the Help Desk Agent. Lost and Found Locate items left at a security checkpoint. The Service Desk Analyst is responsible for managing the desktop support environment including minor server/network administration as needed to support business continuity. They are responsible for resolving the tickets that can be resolved at level 1, and expeditiously dispatching tickets that cannot be resolved at level 1 to the most appropriate source of support. It is recommended that you schedule an appointment. Listing for: INSPYR Solutions. For TSAPreCheck Application Program membership renewal, most members will be able to do so completely online, but some members in certain situations may be directed to renew in person at an enrollment center after filling out the online membership renewal form. In all cases, no item or attire may cover or otherwise obscure any part of the face. There is an issue with a number of TWICs that did not have encrypted fingerprint information loaded onto the card during the production process. You should factor possible wait time when planning a visit to the enrollment site or make an appointment by calling the UES Call Center at 855-DHS-UES1 (855-347-8371) Monday through Friday from 8 AM-10 PM (Eastern). Please contact your State Motor Vehicle Department for further information regarding individual State requirements. . Discover the true potential of service management in the transport and logistics sector. It is recommended that you schedule an appointment. Service Desk - TSA. Appointments are encouraged to save you time but are not required. Passenger Support Request assistance with security screening. TSA will complete your profile update within 45 days of receiving your documentation. If the user calls, our IT Help Desk needs to be able to solve it or know where to send the ticket. Please visit here to begin your renewal. No, you can select any gender option on the TSAPreCheck application, even if the gender you self-select does not match the gender on your supporting documentation (such as birth certificate, passport, or state ID). An official website of the UnitedStates Government. Once approved, you are eligible for TSAPreCheck for 5 years. You can self-select Male, Female, or Another Gender as your gender. It is recommended that you schedule an appointment. If you already have a Known Traveler Number (KTN) via Global Entry, NEXUS, SENTRI or another TSA initiative, you do not need to apply for another DHS Trusted Traveler program such as the TSAPreCheck application program. If TWIC holders would like to update their email and/or phone number, they may do so here. I'm not sure if there is anything we can do but wait. Interested applicants must visit an enrollment center servicing the TSAPreCheck application program to provide the required biographic information and valid identity/citizenship documentation. Click here to find the closest enrollment center. Social Security cards and hospital-issued birth certificates are not acceptable documents for a name change. Your email address will not be published. Fingerprints are electronically captured at the enrollment center during in-person enrollment. Passengers 75 and older receive modified screening procedures as part of TSAs overarching risk-based security methodology in the standard screening lane. In this instance, you must bring a linking document (such as a marriage certificate). Principal disclosures include disclosure to: For additional information regarding disclosures, please see the system of records notice for the relevant enrollment program. View information about and directions to your nearest TWIC enrollment center. Please note, when checking your status online you will be required to enter the same contact information (phone or email) provided during enrollment. - Fri. Members will be able to see their KTN expiration date under the field marked as TSAPreCheck Expiration Date: XXXX.. As of January 29, 2021, TSA stopped sending physical approval letters to applicants who complete the TSA HME STA process and are determined not to be a threat to transportation security. Find answers to commonly asked questions regarding MetricNet products and services. You are unable to pay with a credit card. Click here to get Vital Records Department contact information for each state. The value of SPOC is that it brings order, discipline, and consistency to the support process. Yes, but you must update you name prior to renewing your TWIC by calling customer service at 855-347-8371 between 8 a.m. 10 p.m. Eastern, Mon. (adsbygoogle = window.adsbygoogle || []).push({ The Help Desk team is essential to give an excellent . Does your Help Desk structure need help? TSA employees work hard to make sure our skies stay friendlypreventing dangerous materials and people from flying and helping you arrive at your destination safely. Your questions and comments are important to us. Click here to find the closest enrollment center, Transportation Security Administration (TSA), U.S. Department of Homeland Security (DHS). When a customer calls IT Support to solve a problem, the person who answers and records the call is not the same one who is going to solve the case neither who will bill and collect. This means that all IT issues, service requests, problems and incidents are first directed to the level 1 service desk to be logged in the ticketing system, and then either resolved at level 1 or dispatched to another source of support where the ticket can be resolved. SPOC. If you are a member of the TSAPreCheck Application Program, you may call (855) 347-8371 weekdays, between 8 a.m. and 10 p.m. If you are a TWIC card holder, you may call (855) 347-8371 weekdays, between 8 a.m. and 10 p.m. Many enrollment centers may be listed as IdentoGO by IDEMIA enrollment centers. Legal name change that has not been reported to TSA. No. She has a wealth of industry experience and a track record of success in driving business results, particularly in the financial services, insurance, and healthcare sectors. Respectfully, TSA Human Capital" 7 Related Topics No. Help to service and maintenance audio-visual equipment as needed. A single number that is readily available for the users to call for questions and support. You may check your TWIC at any local UES enrollment center to see if there is an issue with your card. If an applicant has a record of any of the crimes identified in the eligibility requirements, they may choose not to apply, as the application fee is nonrefundable. Your TA information is available on the Application form. This effect, sometimes called bypass (because it bypasses the SPOC process), can actually be measured with a metric called % Resolved Level 1 Capable, which, as the name implies, measures the number of tickets resolved by desktop support that could have been resolved by the service desk. google_ad_client: "ca-pub-2604528316377340", On receipt of your renewal TWIC card, you are responsible for returning your previous TWIC to the address provided on the back of the credential or a UES enrollment center. Help to service and maintenance audio-visual equipment as needed. Watch the 2020 Single Point of Contact webcast here! MetricNet offers Contact Center benchmarks with cost, quality, and service level metrics for organizations that operate their own internal contact centers as well as those that outsource the contact center to a managed service provider. Individuals who apply for TWIC, including persons utilizing a non-binary and gender non-conforming identity document, may self-select Male, Female, or Another Gender as their gender when applying for TWIC. Eyeglasses worn on a daily basis may be worn for the photo. If the FBI is not able to process your fingerprints due to quality issues, your final eligibility determination may take longer to complete due to manual processing, and you may be contacted to return for reprinting. Prior to Contacting the TASS Help Desk. Finally, a SPOC monitors the progress of all open tickets, prompting action on tickets that appear to be stalled, and closing tickets that have been resolved satisfactorily. H. 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