DHS Satisfaction Survey of Resettlement Support Centers

Department of Homeland Security - Satisfaction Survey of Resettlement Support Centers
OMB Control Number 1615-0121
Expiration Date 12/31/2014
The purpose of this survey is to help U.S. Citizenship and Immigration Services (USCIS), which is a
component of the Department of Homeland Security (DHS), improve the quality and consistency of its
refugee adjudications. Participation is voluntary and DHS has taken every effort to ensure the
anonymity and confidentiality of responses. This survey is authorized by the Office of Management
and Budget Control No. 1615-0121 and will take approximately 10 - 15 minutes to complete.
We know your time is valuable, and we appreciate your participation.

Please remember to click the "Done" button to submit your responses.

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Department of Homeland Security - Satisfaction Survey of Resettlement Support Centers

Background
1. In which region is your Resettlement Support Center (RSC) located?
Africa

East Africa

Middle East Northern Africa

Austria

Eurasia

South Asia

Cuba

Latin America

Turkey Middle East

2. How do you typically interact with DHS? Select all that apply.
Scheduling the dates of the circuit ride
Scheduling the cases for interview during the circuit ride
Preparing the documentation for the cases (e.g. family tree, I-590, persecution claim, etc.)
Prescreening applicants who were granted access to USRAP
Problem-solving/trouble-shooting during circuit rides
Following-up with DHS about cases that are pending/on hold
Logistics/security coordination for the circuit ride
Circuit rides support
RSC field team/team leader working with DHS teams on circuit rides
None of the above

3. How often do you have contact with DHS?
Daily

About twice a month

Five to six times per year

At least once a week

One to two times per year

I rarely interact with DHS

At least once a month

Three to four times per year

I have never interacted with DHS

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Department of Homeland Security - Satisfaction Survey of Resettlement Support Centers
Regional Desk Officers
Considering your interaction with the Washington-based DHS Regional Desk Officers in the past six
months, please answer the following questions:
4. How satisfied are you with the DHS Regional Desk Officers in the following areas? Please use a scale
from 1 to 5, where "1" is "very dissatisfied" and "5" is "very satisfied."
1. Very
Dissatisfied

2. Dissatisfied

3. Neither
Satisfied nor
Dissatisfied

4. Satisfied

5. Very Satisfied Not Applicable

Contact with the Desk
Officers before a circuit
ride
Length of time prior to a
circuit ride that contact
with Desk Officers begins
Amount of information
the Desk Officers send
prior to a team's arrival in
country
Communication skills of
Desk Officers
Speed of response from
Desk Officers
Quality of the
communications
received from Desk
Officers
Consistency of the
communications
received from the Desk
Officers
Additional comments, if any:

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Department of Homeland Security - Satisfaction Survey of Resettlement Support Centers
Interviewing Officers
Considering your interaction with the DHS Interviewing Officers in the past six months, please answer the
following questions:
5. How satisfied are you with the DHS Interviewing Officers in the following areas? Please use a scale from 1
to 5, where "1" is "very dissatisfied" and "5" is "very satisfied."
1. Very
Dissatisfied

2. Dissatisfied

3. Neither
Satisfied nor
Dissatisfied

4. Satisfied

5. Very satisfied

Respectfulness of
Officers toward RSC
staff
Respectfulness of
Officers toward
Applicants
Communication Skills of
Officers
Problem solving/conflict
resolution of Officers
Overall interactions with
Officers
Additional comments, if any:

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Not Applicable

Department of Homeland Security - Satisfaction Survey of Resettlement Support Centers
Team Leaders
Considering your interaction with the DHS Team Leaders in the past six months, please answer the following
questions:

6. How satisfied are you with the DHS Team Leaders in the following areas? Please use a scale from 1 to 5,
where "1" is "very dissatisfied" and "5" is "very satisfied."
1. Very
Dissatisfied

2. Dissatisfied

3. Neither
Satisfied nor
Dissatisfied

4. Satisfied

5. Very Satisfied Not Applicable

Respectfulness of Team
Leaders toward RSC
staff
Communication Skills of
Team Leaders
Consistency of
communications
received from Team
Leaders
Problem solving,
cooperation, and conflict
resolution of Team
Leaders
End of trip informational
meetings and briefings
by Team Leaders
Team Leaders'
interactions with the
interpreters
(introductions,
communicating
expectations, work
hours, etc.)
Manner in which Team
Leaders handle
emergency situations
and/or evacuations
Overall interactions with
Team Leaders
Additional comments, if any:

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Department of Homeland Security - Satisfaction Survey of Resettlement Support Centers
Fingerprinters
Considering your interaction with the DHS Fingerprinters in the past six months, please answer the
following questions:
7. How satisfied are you with the respectfulness of theDHS Fingerprinters? Please use a scale from 1 to 5,
where "1" is "very dissatisfied" and "5" is "very satisfied."
1. Very Dissatisfied

2. Dissatisfied

3. Neither Satisfied
nor Dissatisfied

4. Satisfied

5. Very satisfied

Additional comments, if any:

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Not Applicable

Department of Homeland Security - Satisfaction Survey of Resettlement Support Centers
Quality of Adjudication Decisions
8. How satisfied are you with the quality of the decisions in the following areas? Please use a scale from 1 to
5, where "1" is "very dissatisfied" and "5" is "very satisfied."
NOTE: We understand that RSC employees are not trained as adjudicators and are not responsible for
knowing all of the laws, policies and procedures that relate to refugee eligibility. Nevertheless, we are
interested in your perspective and value your opinion on the quality of our work. However, if you do
not review written decisions, please select "Do Not Know/Not Applicable" below.
1. Very
Dissatisfied

2. Dissatisfied

3. Neither
Satisfied nor
Dissatisfied

4. Satisfied

5. Very Satisfied

Quality of decisions
made by
officers/supervisors
Consistency of decisions
made by
officers/supervisors
Volume of cases placed
on hold by
officers/supervisors
Reason cases are
placed on hold by
officers/supervisors
Officer/Supervisor’s
knowledge of country
conditions in the
refugee’s home country
Additional comments, if any:

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Do Not
Know/Not
Applicable

Department of Homeland Security - Satisfaction Survey of Resettlement Support Centers
Policies and Procedures
9. How strongly do you agree with the following statement? Refugee interview policies and procedures are
consistently applied from team to team.
1. Strongly Disagree

2. Disagree

3. Neither Agree nor
Disagree

4. Agree

5. Strongly Agree

Additional comments, if any:

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Not Applicable

Department of Homeland Security - Satisfaction Survey of Resettlement Support Centers
Overall Satisfaction
10. How satisfied are you overall with the refugee work performed by DHS? Please use a scale from 1 to 5,
where “1” is “very dissatisfied” and “5” is “very satisfied.”

1. Very Dissatisfied

2. Dissatisfied

3. Neither Satisfied
nor Dissatisfied

4. Satisfied

5. Very Satisfied

Not Applicable

11. What can DHS do to improve its refugee adjudications?
When providing suggestions please consider things that DHS Desk Officers, Team Leaders, Interviewing
Officers, and Fingerprinters could do differently. We value your feedback! We will carefully review all
comments in order to determine how we can improve our services.

Please remember to click the "Done" button below to submit your responses.
An agency may not conduct or sponsor an information collection and a person is not required to respond to a collection of information
unless it displays a currently valid OMB control number. The public reporting burden for this collection of information is estimated at 10
- 15 minutes per response, including the time for reviewing instructions, completing and submitting the form. Send comments
regarding this burden estimate or any other aspect of this collection of information, including suggestions for reducing this burden, to:
U.S. Citizenship and Immigration Services, Los Angeles Asylum Office, Room #82, 1585 S. Manchester Avenue, Anaheim, CA 928022907. Do not send the completed form to this address. OMB No. 1615-0121.

Thank you for participating in our survey!

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