Course curriculum

  • 1

    ROI

    • 1. New client asks what he/she can do to apply for the ROI program

    • 2. Old client asks how he/she can renew his/her ROI program.

    • 3. Client calls asking for ROI program price.

    • 4. Client calls asking for the duration of the ROI program

    • 5. Client wants how ROI program works to be explained.

    • 6. Client asks if with the ROI program he/she can cross check points or go out of USA or to other states.

    • 7. Client has ROI program and the Police or Immgration detained him/her and wants to be helped.

    • 8. CLT already paid ROI program and neither his letters nor his/her ID Card have been sent.

    • 9. Clt requieres to renew his/her ROI program but lives to far from the office, how can we help him/her?
  • 2

    QUESTIONS REGARDING MONEY ORDERS.

    • 1. CLT calls because he/she wants to know how much the money order is for the I-130.

    • 2. CLT calls because he/she wants to know how much the money order is for The Citizenship

    • 3. CLT calls because he/she wants to know how much the money order is for the I-485

    • 4. CLT calls because he/she wants to know how much the money order is for The Residence.

    • 5. CLT calls because he/she wants to know how much the money orders asked for are.

    • 6. CLT calls and asks where he/she can buy the Money Orders.

    • 7. CLT asks how the money orders must be filled out.

    • 8. CLT asks if there is another way to pay the Money Orders.

  • 3

    APPOINTMENTS

    • 1. CLT with case calls because he/she needs to schedule an appointment to turn in documents.

    • 2. CLT with case calls because he/she wants to schedule an appointment to review his/her case.

    • 3. CLT with case calls because he/she wants to reschedule an appointment because he/she won´t be able to attend.

    • 4. CLT with case calls, he/she wants to reschedule an appointment for FOIA or FBI results.

    • 5. New CLT calls because he/she wishes to schedule an appointment.

    • 6. CLT calls to reschedule a free appointment.

    • 7. CLT, either new or with case calls to confirm attendance to appointment, date and time.

    • 8. Old CLT calls because he/she wants an appointment with the Lawyer.

    • 9. CLT calls because he/she wants an appointment with Mr Solis.

  • 4

    DEPORT

    • 1. CLT CALLS, HE/SHE HAS COURT AND WANTS TO KNOW THE DATE.

    • 2. CLT CALLS BECAUSE HE/SHE IS IN COURT AND LAWYER HASN´T ARRIVED YET.

    • 3. CLT WANTS TO SCHEDULE AN APPOINTMENT TO TURN IN DOCUMENTS DUE TO DEPORT CASE.

    • 4. CLT WANTS TO TALK TO HIS/HER LEGAL ASSISTANT, HE/SHE DOESN´T GIVE DETAILS.

    • 5. CLT WANTS TO KNOW WHEN THE DETAINEE WILL BE VISITED.

    • 6. CLT WANTS TO KNOW THE OUTCOME OF THE VISIT.

    • 7. CLT WANTS TO KNOW COURT OUTCOME

    • 8. CLT WANTS AN APPOINTMENT WITH ATTY HANDLING HIS CASE

    • 9. CLT DOESN´T KNOW ANYTHING REGARDING HIS/HER CASE, HE/SHE HASN´T BEEN CALLED IN A LONG TIME.

    • 10. CLT WANTS TO KNOW WHEN THE APPEAL OUTCOME WILL ARRIVE.

  • 5

    N - 400

    • 1. New CLT wishes an appointment to process CITIZENSHIP

    • 2. CLT wants to know the cost of Money Order for Citizenship.

    • 3. CLT wants to know if his/her applications were already sent.

    • 4. CLT wants to know what is next after the FINGERPRINT APPOINTMENT.

    • 5. CLT received interview and wants to know what the appointment received is for.

    • 6. CLT wants to know when he/she will have the interview and if an Attorney will go with him/her.

    • 7. CLT calls because he/she is at IMM and he/she doesn´t see the Lawyer.

    • 8. CLT wants to know the name of the lawyer who will go with him/her to the interview.

    • 9. CLT wants to know about the 100 questions regarding US Citizenship.

    • 10. CLT wants to know what happens after having attended the USCitizenship appointment and the CLt passed or didn´t pass the exams.

    • 11. CLT wants to know how long he/she must wait after attending US Citizenship appointment for the oath appointment to come.

  • 6

    PETITION

    • 1. CLT ASKS HOW A PETITION CASE PROCESS IS AND IF HE WILL RECEIVE THE RESIDENCE SOON.

    • 2. CLT asks how much is the MONEY ORDER for the Petition.

    • 3. CLT asks how many photos he/she must bring for the Petition.

    • 4. CLT asks how he/she must have the photos taken for the Petition.

    • 5. CLT asks what is next after sending the Petition.

    • 6. CLT asks when his approval will arrive.

    • 7. CLT asks what happens after the approval .

    • 8. CLT calls and says he/she was asked for Money Orders and wants to know what they are for.

    • 10. CLT calls to ask if with the I-130 approval he/she cannot be deported.

    • 11. CLT calls to know if with the approval he can apply for a Working Permit.

  • 7

    OTHER QUESTIONS

    • 1. CLT calls asking if the FOIA and/or FBI results have come in.

    • 2. CLT calls asking about FOIA and/or FBI waiting time.

    • 3. CLT calls in order to know why his/her FOIA is taking so long.

    • 4. CLT calls to know if there is already a result of the research.

    • 5. New CLT has a detained relative.

    • 6. CLT calls to know how the case is going (case status)

    • 7. CLT with case calls returning missed phone call from the Office.

    • 8. CLT calls to reach the LABOR deparment and know about his/her case.

    • 9. CLT want to reach the Insurance Dept. HARVEY, HAIL, CIVIL CASES, ACCIDENTS.

    • 10. CLT calls because he/she wants information regarding his TICKETS case.

    • 11. CLT received a letter and doesn´t know what it is about.

    • 12. CLR wants information about detained relative.

    • 13. CLT with case calls and wants to make a payment.

    • 14. CLT with case calls and wants to schedule appointment to take a payment.

    • 15. CLT calls to verify BALANCE.

    • 16. CLT has difficulties with the payment and wants to remake a payment plan

    • 17. CLT calls to ask to what address MONEY ORDER is to be sent to pay the balance.

    • 18. CLT calls to ask about the offices´ schedules.

    • 19. New CLT asks for the office Location.

    • 20. CLT calls asking if priority date is already in force.

    • 21. CLT asks for the cost of MONEY ORDER for FBI fingerprints.

    • 22. CLT calls asking why he/she got a FOIA TRANSFER letter.

    • 23. CLT wants the fax number in order to send documents. .

    • 24. CLT calls because he/she wishes to know if the fax CLT sent has been received.

    • 25. CLT calls to make an address of telephone number change in the system.

    • 26. CLT wants to cancel the case due to lack of money.

    • 27. CLT calls because he/she wishes to cancell and get a refund of the money paid.

    • 28. CLT calls because he wishes to know if his/her refund is ready.

    • 29. CLT with case calls because he/she wishes to know if he/she can get a traveling permit.

    • 30. CLT who is fixing calls to ask how he/she must declare income taxes with his/her spouse.

    • 31. CLT with case wishes to know if asking for medical help to the goverment affects his residence agreement.

    • 32. CLT with case wants to know if it doesn´t help requesting help for his/her USC children.

    • 33. CLT wants to know about new immigration laws or USCIS recent news.

    • 34. CLT calls because he/she received a case cancellation letter and wants to reopen the case.

    • 34. CLT asks where he/she can get his/her CRIMINAL RECORD.

    • 36. CLT with case calls to know about the FEE of a NEW case he/she wishes to opern, PETICION, RENEWAL of WORK PERMIT, RESIDENCE, CITIZENSHIP, etc.

    • 37. CLT has a phone appointment and hasn´t been called, CLT wants help.

    • 38. CLT calls because he/she wants a copy of his file.

    • 39. CLT says the process is delayed for along time, CLT wants us to ask IMM or NVC regarding his case.

    • 40. CLT wants a letter as proof we are handling the case.

  • 8

    PAQ*3, PAQ*4 & WAIVER

    • 1. CLT calls because he/she wishes to know if the request for PAQ*3 arrived.

    • 2. CLT calls because he/she wishes to know if his/her PAQ*3 has already been sent.

    • 3. CLT calls because a request from NVC arrived concerning PAQ*3

    • 4. CLT calls because he/she has doubts regarding the documents of PAQ*3.

    • 5. CLT asks how much must the SPONSOR earn so that he/she can help him/her.

    • 6. CLT calls asking about the SPONSOR DOCUMENTS.

    • 7. CLT calls asking if the PAQ*4 appointment already arrived.

    • 8. CLT calls because his/her PAQ*4 appointment arrived and wants to know what is next.

    • 9. CLT calls because he/she wishes to reschedule his PAQ*4 appointment at the CONSULATE

    • 10. CLT calls to know if his PAQ-4 appointment has been rescheduled.

    • 11. CLT asks which documents are needed for PAQ-4 appointment.

    • 12. CLT calls because he/she wants to know if his/her fingerprint appointment for PAQ*4 has been scheduled.

    • 13. CLT calls to know if PAQ-4 is already ready.

    • 14. CLT calls to know what happens after the PAQ*4 package appointment

    • 15. CLT calls and asks about authorized clinics to take the MEDICAL EXAM in a different consulate from Mexico

    • 16. CLT calls and asks for the price of MONEY ORDER for the WAIVER.

    • 17. CLT calls to schedule an appointment with PARDON ASSISTANT

    • 18. CLT calls and asks regarding some PARDON documents.

    • 19. CLT calls to say he/she was given his/her blue sheet and must schedule an appointment for PARDON.

    • 20. CLT calls asking if his/her appointment to submit the pardon is already scheduled.

    • 21. CLT calls asking if there are any news regarding the PARDON approval.

    • 22. CLT calls because he/she received a letter where they ask him/her for more documents for his/her PAQ*4 or pardon.

    • 23. CLT calls because he/she has received a pardon letter (I-601 outside USA) approved and wants to know what is next.

    • 24. CLT calls because he/she it received a pardon letter (I-601A withing USA) approved and wants to know what is next.

    • 25. CLT calls because he/she wants to know if we have the tracking number to check his/her DHL.

    • 26. CLT wants to know how letters from witnesses are to be for the WAIVER (pardon)

    • 27. CLT wants to know what PHSYCOLOGIST he/she must go to for the PSYCHOLOGICAL EXAM.

    • 28. CLT wants to change his/her DHL address, and asks if the can do it.

    • 29. CLT calls and asks how much time he/she has to sent MONEY ORDER for PAQ*3

    • 30. CLT calls and asks how much time he/she has to send PAQ.3

    • 31. CLT says a long time has gone by since the waiver was approved and he/she hasn´t gotten instructions regarding the CONSULAR APPOINTMENT.

  • 9

    ADJUSTMENTS

    • 1. CLT calls because he/she wants to know what happens after sending his ADJUSTMENT applications.

    • 2. CLT calls because application receipts arrived and wants to know what is next.

    • 3. CLT calls because FINGERPRINT APPOINTMENT arrived y wants to know what he/she must do.

    • 4. CLT calls because his/her FINGER PRINT APPOINTMENT has no arrived yet.

    • 5. CLT wants to know how long his/her interview after FINGER PRINT appointment will take.

    • 6. CLT calls because he/she wants to kow how long it takes for his/her RESIDENCE APPOINTMENT to arrive.

    • 7. CLT calls to ask if his WORKING PERMIT already arrived.

    • 8. CLT calls to say he/she already has his/her working permit and ask how he/she can process THE SOCIAL SECURITY NUMBER.

    • 9. CLT calls because a REQUEST FOR INFORMATION arrive and wants to know what to do.

    • 10. CLT wants to know if a LAWYER will go with him/her to the RESIDENCE APPOINTMENT.

    • 11. CLT calls because he wants to kknow when his/her RESIDENCE CARD will arrive if it already approved.

    • 12. CLT calls to ask where he/she can take his medica exam near his/her address.

    • 13. CLT calls because he/she doesn´t know where to get the requested criminal record.

    • 14. CLT calls and asks what kind of proofs of physical presence are the ones he/she can present.

  • 10

    I-90 & I-751

    • 1. New CLT asks about the price to renew LPR.

    • 2. CLT wishes to schedule an appointment to renew his/her I-90

    • 3. CLT wishes to schedule an appointment to renew I-751

    • 4. CLT ask about the price for MONEY ORDER for the I-90

    • 5. CLT asks when the FINGER PRINT APPOINTMENT will come for I-90

    • 6. CLT asks after FINGER PRINTS how much time takes the I-90 to arrive.

    • 7. CLT calls because it has been a long time and THE LPR CARD hasn´t arrived.

    • 8. CLT asks how long after FINGER PRINTS his card (I-751) will come.

    • 9. CLT asks why his card (I-751) is taking so long

    • 10. CLT says the card is about to expire and doesn´t know what to do because the new card hasn´t arrived yet.

  • 11

    WORKING PERMIT

    • 1. CLT with case wants an appointment to renew WORKING PERMIT.

    • 2. CLT with case asks if we can help him/her to obtain a WORKING PERMIT.

    • 3. CLT with a case asks about the status of the WORKING PERMIT APPLICATION.

    • 4. CLT with case asks when the WORKING PERMIT will arrive.

    • 5. CLT with case wants to know LAWYER FEES and cost of MONEY ORDER for WORKING PERMIT

    • 6. CLT with case wants to know how much time he/she has to wait after FINGER PRINTS for his/her WORKING PERMIT arrives.

    • 7. CLT say his/her permit will expire and he/she will be fired from work if he/she doesn´t show the approval, CLT wants to know what to do.

    • 8. New CLT wants to know if he/she qualifies to obtain a working permit.

  • 12

    U - VISA

    • 1. CLT WANTS TO KNOW HOW LONG IT WILL TAKE FOR THE WORKING PERMIT TO ARRIVE THROUGH U - VISA

    • 2. CLT WANTS TO KNOW WHY THE ANSWER TO SUPLEMENT B HASN´T ARRIVED.

    • 3. CLT SAY HIS/HER PROCESS IS TAKING TO LONG.
  • 13

    CHECK LIST FOR PHONE CALLS FROM CLT WITH DEPORT PROCESS.

    • 1. CHECK ORACLE, SO THAT THE PERSON CALLING IS AMONG THE AUTHORIZED CONTACTS TO REQUEST INFORMATION, CONFIRM ADDRESS, PHONE NUMBER

    • 2. VERIFY IN THE "VIEW COURT" AREA THE COURT DATE ENTERED AND ALWAYS IN EACH DEPORT CASE, YOU CALL 800-898-7081 TO CONFIRM IF THE COURT IS STILL KEPT IN THE SAME DATE, ENTERING THE # A OF THE CLT AND VERIFYING FROM OPTION 1 TO 4 OF THE ......

    • 3. IF THE COURT IS NOT ENTERED YET OR IF IT IS NOT THE SAME DATE THAN THAT IN ORACLE, LEAVE A MESSAGE TO BEATRIZ QUINTANILLA OR LUCIA ASCENCIO TO FIX IT // DO THIS FOR EACH BENEFICIARY THE CASE HAS.

    • 4. IF THE CLIENT CHANGED ADDRESS, LEAVE COMPLETE ADDRESS IN COMMENTS, BESIDES ADDING IN THE "RED SQUARE OF THE PHONE CALL" TO GENERATE PROJECT FOR ADDRESS CHANGE AND SET UP AN APPOINTMENT FOR THE CLT FOR COA PROCESS (change of address)

    • 5. CHECK DEAD LINE ( due dates) INTERNAL ( Law Off DeadLine) AND REAL (Court Deadline) IN THE GREEN SQUARES OF THE MENU "Click Here" ON SCREEN OF DEPORT CASES

    • 6. DISPLAY ALL THE COMMENTS WITHIN THE CASE, TO VERIFY PREVIOUS COMMENTS OF PHONE CALLS AND CASE REVISIONS, IN ORDER TO UNDERSTAND AND ANSWER THE CLT QUESTION

    • 7. ALWAYS PASS THE QUESTION(S) TO LOMS CHAT, DEPORT DEPARTMENT TO ASK FOR HELP IN THE CASE REVISION.

    • 8. REVIEW SUPPORT DOCUMENTS FREQUENT QUESTIONS.

  • 14

    CHECK LIST CALLS FROM DETAINED CLIENT

    • DETAINEE SHEET IS TO BE FILLED OUT