Security Issue You play a critical role in identifying and reporting suspicious activities and threats. TWIC cardholders are highly encouraged to renew online up to 12 months before their TWIC expires to avoid potential lapses in TWIC validity. 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. TSA: Cargo Certified Cargo Screening Program: ccsp@dhs.gov TSA: Freight and Rail: freightrailsecurity@dhs.gov TSA: General Aviation Secure Hotline 1-866-GA-SECUR (1-866-427-3287) TSA: Highway and Motor Carrier Division: highwaysecurity@dhs.gov TSA: Intermodal Security Training and Exercise Program (I-STEP) i-step@dhs.gov: 571-227-5150: TSA . 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). ET Weekends/Holidays: 9 a.m. to 8 p.m. Privacy and the security of your personal information are critical to TSA and to those participating in TSA enrollment programs. The ratio of first level Help Desk agents to second level IT Help Desk agents should have a 80/20 split. 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. You can select the gender on your TSAPreCheck application that is most appropriate for you Male, Female, or Another Gender. You will receive an email or phone notification with instructions on retrieving your KTN online. You will be required to provide the necessary identity/immigration documentation and submit fingerprints during your in-person enrollment. You may make an appointment online using this website or by contacting the UES Call Center at 855-DHS-UES1 (855-347-8371) Monday through Friday from 8 AM-10 PM (Eastern). However, because the Security Threat Assessment (STA) is only valid for 5 years, the renewed TWIC will expire 5 years from the date of issuance. Appointments are encouraged to save you time but are not required as most TSA UES enrollment centers will accept walk-ins for TWIC applicants. Regulations require that you complete an HME STA application and submit fingerprints each time you apply for a new or renewed HME. Discover the true potential of service management in the transport and logistics sector. For example, if you have one document with a first name of John and a second document with the first name of Jonathan, then you should present whichever acceptable identity document (and supporting document if needed) that contains your current legal name which you will list when making travel reservations. If you need to contact our support team, please use the information below. Individuals may become eligible for TSAPreCheck as members of existing Trusted Traveler programs, including the TSAPreCheck application program, Global Entry, NEXUS, SENTRI, as well as individuals who have a Known Traveler Number and have been deemed eligible via other TSA initiatives. Fingerprint capture is part of the overall in-person enrollment process for programs such as TWIC, HME and the TSAPreCheck application program. In addition, your State may have additional requirements, such as knowledge or driving tests, which are not administered by TSA or IDEMIA. Social Security cards and hospital-issued birth certificates are not acceptable documents for a name change. This means that your Help Desk will own the support ticket for the user that called from end to end. You may also check your application status online. A Help Desk system to centralize the support of all areas of the health sector. Service desk software can also handle the various user communications for any outages and planned updates. 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. After notification that the card has been mailed, applicants have 60 days to report non-receipt of the card by contacting the Universal Enrollment Services (UES) Call Center at: (855) 347-8371. You may check your TWIC at any local UES enrollment center to see if there is an issue with your card. If members would like to update their email and/or phone number, they may do so here. TSAPreCheck allows low-risk travelers to experience quick, efficient screening at participating U.S. airport checkpoints. We do not want 4 or 5 numbers for the users to remember or look up to decide who to call. SPOC Service or Agency Point of Contact SSM Site Security Manager SSN Social Security Number TA Trusted Agent . 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. If pre-enrollment is available for the program to which you are applying, you may make an appointment online during the pre-enrollment process. Applicants must be U.S. citizens or lawful permanent residents who successfully complete a background check that examines criminal history, lawful presence, and any association with terrorism. ET, to request a gender data update with the TWIC Program. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. The fee maintains your eligibility for a period of 5 years, and covers the operational costs associated with the background check. Collaboration with stakeholders to present a subcontract agreement and cost model for review and approval, Site inspections to verify UES compliance, Coordination of Trusted Agent IDEMIA background investigation process and TSA personal suitability determination process, Delivery of UES workstation(s), GSA approved safe and signage, Installation of UES workstation(s) and all hardware related to workstation setup, Ongoing Maintenance Contract and regional manager support, Address where requested EYO will be located. For Assistance. The gender on your identification document does not have to match the gender you select on your TSAPreCheck application. In person TSAPreCheck renewals completed at an enrollment center require a nonrefundable renewal fee of $78.00. Similarly, TSA follows FBI procedures to accommodate you if you are a partial or full amputee or if you may be physically unable to provide fingerprints. 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. G. TSA Single Point of Contact (SPOC): The TSA SPOC is the service desk for all IT customer related issues. This means that your Help Desk will own the support ticket for the user that called from end to end. Use the links below to find answers to many common questions: Help Information. Appointments are recommended but not required. Appointments are encouraged to save you time but are not required. Members must renew their membership before expiration in order to continue receiving TSAPreCheck on their boarding pass. The value of SPOC is that it brings order, discipline, and consistency to the support process. The SPOC IT Help Desk provides help and support for any issue verses just logging a call and escalating it. Media Contact public affairs. 4. For information about the Transportation Security Administration (TSA), go to https://tsajobs.tsa.dhs.gov. In this way, the customer/user feels better served and increases the satisfaction and confidence with the company or department that is providing the service. Job in Littleton - Arapahoe County - CO Colorado - USA , 80161. Download Adobe Acrobat Reader. A SPOC service desk is ultimately responsible for ensuring that all tickets are resolved within the service levels that have been established for the organization. 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. 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. 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. Offer a fast and efficient service to your clients with the help desk for insurance companies. You can add or change information entered during pre-enrollment during the in-person enrollment process, where you will review your application for accuracy and completeness and submit your fingerprints. Identification Learn about ID requirements. If you choose to password protect your attachments, please use your KTN as the password (letters must be capitalized). HELP DESK: THE FRONT LINE OF YOUR COMPANY. You may select your preferred gender during enrollment, even if the gender selected does not match the provided documentation. When making an airline reservation, enter the following information in the Known Traveler Number (KTN) field: Two-letter abbreviation of the state that issues the CDL followed by the CDL ID number. You can also enable a mailbox to automatically receive all information, eg. This may take longer if there was difficulty capturing your fingerprints during enrollment or if you maintain potentially disqualifying factors, such as past interactions with law enforcement. I'm not sure if there is anything we can do but wait. The KTN can be entered when booking reservations online, via phone with the airline reservation center, or with the travel management company making the reservation. Please note that for TWIC applicants, a non-refundable card replacement fee of $60.00 is required for name change requests. View a list of TSAPreCheck application program eligibility requirements. Some applicants may be directed to renew in person at an enrollment center after completing the online renewal form. TSA may share information outside of the Department of Homeland Security (DHS) in accordance with the Privacy Act, 5 U.S.C. Angela Irizarry is the President and Chief Operating Officer at MetricNet, where she is responsible for managing day-to-day operations, strategic planning, and new client acquisition. 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. 2. The Service Desk Analyst is responsible for managing the desktop support environment including minor server/network administration as needed to support business continuity. Click here to see if your card was affected. These rogue requests happen in every organization, and there is a great temptation for technicians to provide support when asked, even if it means violating the SPOC support protocol. If you hold a valid Hazardous Materials Endorsement (HME) or a Free and Secure Trade (FAST) card, you may pay a reduced fee of $93.00. Expand All. TWIC applicants who request to receive their TWIC card by mail will receive a phone or email notification that the card has been mailed. Success of the enterprise SPOC relies on having an organization that exhibits a culture of teamwork and trust, acting and working as one company. Your TA information is available on the Application form. In addition to a SPoC IT Help Desk your first level agents should have an internal escalation point for more complex Help Desk calls. Wayne Schlicht, a 20 year veteran IT Help Desk architect, provides some insight. An official website of the United States government Here's how you know If you have questions, call the TSA Help Desk (877) 872-7990 or send email to HelpDesk@mailserver-hraccess.tsa.dhs.gov. Most TWIC customers will be able to renew online without visiting a UES enrollment center. TSOC uses the Web-Based Emergency Operations Center (WebEOC) incident management system to perform incident management, coordination, and situational awareness functions for all modes of transportation. 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. TWIC Apply for a TWIC card. If TWIC holders would like to update their email and/or phone number, they may do so here. Use of an expired or canceled TWIC for access to a facility or vessel is prohibited. No, you can select any gender option on the TWIC 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). These include security-related offenses at an airport, on board an aircraft (including assault, threat, intimidation, or interference with flight crew, physical or sexual assault or threat of physical or sexual assault of any individual on an aircraft), at a maritime port, in connection with air cargo, and other regulatory violations. Yes, TSA is committed to promoting the freedom, dignity, and equality of all people, including LGBTQIA+. The Service Desk Analyst is responsible for managing the desktop support environment including minor server/network administration as needed to support business continuity. MetricNet offers Service Desk benchmarks with cost, quality, and service level metrics for organizations that operate their own internal service desks as well as those that outsource the service desk to a managed service provider. Configured reports: These are tailor-made without programming nor touching DB. Additionally, TSA may also determine that an applicant is not eligible based on analyses of records related to violations of transportation security regulatory requirements. Example: Virginia CDL with ID# A67891234 KTN = VAA67891234. We will focus on the customer care and support team. They can be scheduled, automatically sending to required receiver via email or kept in the server. Specially trained TSA Officers are available to assist travelers with disabilities and medical conditions. The SPOC IT Help Desk provides help and support for any issue verses just logging a call and escalating it. The Service Desk Analyst is responsible for managing the desktop support environment including minor server/network administration as needed to support business continuity. A Knowledge Base with every type of issue identified and a solution or an escalation point available. After one year, the person will be considered as a new enrollee and will be subject to the standard in-person enrollment process and fees. 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. ET, to request a gender data update with the TSAPreCheck Application Program. A SPOC exemplifies a culture of working as "one company.". Your questions and comments are important to us. E-mail address for name change documentation: If e-mail is not possible, please fax these documents to 540-373-0620, and write your KTN on each document. If you choose to pay the reduced fee, you must present an HME or FAST card at the time of enrollment. ET, to request a gender data update with the TWIC Program. Most TSA UES enrollment centers will accept walk-ins for TWIC applicants. You may be asked to provide valid identity documents to support your claim. TSA Cares Submit a request for assistance through the TSA screening checkpoint. Your email address will not be published. Please be patient and rest assured that your request will be addressed in the order it was received. Individuals who apply for TSAPreCheck, 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 TSAPreCheck. The name provided on the TSAPreCheck application must be the name used when making your airline travel reservations. Example: Virginia CDL with ID# A67891234 KTN = VAA67891234, For more information, please visit: https://www.tsa.gov/sites/default/files/tsa_precheck_for_hme-faqs.pdf. You can self-select Male, Female, or Another Gender as your gender. Click here to find the closest enrollment center. 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. TSA's Transportation Security Operations Center (TSOC) serves as TSA's coordination center for transportation security incidents and operations. See May I renew my TWIC if my name has changed? for a description of how you can update your name with TSA. Fingerprints are taken by an electronic scanner. In all cases, no item or attire may cover or otherwise obscure any part of the face. Prior to Contacting the TASS Help Desk. Active TWIC card holders are also eligible for TSAPreCheck Expedited Screening if they meet eligibility criteria for the TSAPreCheck program. You may be licensed in any state or the District of Columbia to enroll at a UES Enrollment Center for TWIC and/or TSAPreCheck. The cost for TSAPreCheck membership renewal varies depending on how you complete your renewal. }); If you pay the reduced fee, your TWIC card expiration date will be 5 years from the issuance date of the supporting FAST card or the expiration date of your current, unexpired HME. This fee maintains your eligibility for a period of 5 years, and covers the operational costs associated with the background check. The term SPOC refers to a Single Point of Contact support organization. You do not need to provide documents that prove you have previously used another name or alias. Individuals in this category may still choose to enroll in order to receive the full benefits of TSAPreCheck expedited screening. Angela is highly skilled in communication, problem-solving, and project management, and is committed to delivering the highest level of service to MetricNet's clients. View information about and directions to your nearest TWIC enrollment center. The ideal state is what we call a Single Point of Contact (SPOC) IT Help Desk structure. Name changes may take up to 45 days to complete and processing time varies by individual. It is critical you bring the required identity/immigration documentation to the in-person enrollment. Members will need to enter the KTN when booking travel reservations. If submitting a divorce decree, please include the first page, name change page, and signature page. If the user calls, our IT Help Desk needs to be able to solve it or know where to send the ticket. Familiarize yourself with the KPIs that really matter to your organization and to provide you with actionable insight on how to leverage these KPIs to improve your performance! You must be licensed in a participating state to enroll through IDEMIAs UES Enrollment Centers for the HME STA. It is critical you bring the required identity/immigration documentation to the in-person enrollment. 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. There are three ways to schedule an appointment: The TSAPreCheck Application Program requires a nonrefundable enrollment fee of $78.00. When making an airline reservation, enter the following information in the Known Traveler Number (KTN) field: The Credential Identification Number (CIN) is the eight digit number printed under the bottom left of the barcode on the back of the TWIC card. Find answers to commonly asked questions regarding MetricNet products and services. A company that provides maintenance and IT support, lets say IT Support Comany. It is recommended that you schedule an appointment. If you work for (or are retired from) If you continue to have issues, please contact the TSA Contact Center at www.tsa.gov/contact-center/form/precheck. Many enrollment centers may be listed as IdentoGO by IDEMIA enrollment centers. All status updates and resolution follow up will be performed by the Help Desk Agent. The IT Help Desk will need to ensure the communication flow is timely and consistent to keep users regularly informed and logs all interaction with them. Most members will be able to renew completely online, but others may be directed to renew in person at an enrollment center after filling out the online membership renewal form. You may renew your TWIC up to one year prior to the expiration date printed on the TWIC card. In-person enrollment may take less time if you have pre-enrolled with your biographic information online before visiting the enrollment center to complete the application. Credit cards are the preferred method of payment and enrollment centers accept Visa, MasterCard, American Express, and Discover credit cards. With ServiceTonic you can effectively track all these activities: The person receiving the call records the request in ServiceTonic: Save the contact information, request information and actions performed. (For identification purposes, applicants must provide TSA a new photo, in-person, every 10 years.). If not expired, your previous TWIC card will be canceled after you receive your renewal TWIC. You will receive TSAPreCheck screening even if your current gender differs from the gender you provided when you enrolled in TSAPreCheck, as long as the name, KTN and date of birth on your reservation match the name, KTN and date of birth on record with TSA. Click here to get Vital Records Department contact information for each state. Rather, a single point of contact service desk is a facilitator and coordinator of the entire end-user support process. Reasons that you would be required to renew in person include, but are not limited to: TSAs goal is to provide you with a response within 60 days of receiving the information you provided at enrollment. Please visit here to begin your renewal. Your name has changed, and you have not updated your name with TSA prior to renewing. To expedite the application process, you may complete an optional online TWIC pre-enrollment. Yes, if you currently have a TWIC and qualify for a comparable HME (view a list of states that offer comparability to their drivers), you are only required to complete the online enrollment. TSA will complete your profile update within 45 days of receiving your documentation. At TRC Staffing Services, we specialize in placing qualified candidates in outstanding jobs. The name on your application must be an exact match to the name on the identification and proof of citizenship/immigration documents you provide at enrollment. Support organizations that follow a SPOC model typically have lower costs, and higher customer satisfaction that those that do not follow a SPOC process. Stakeholders can receive more detailed information on cost estimates by contacting IDEMIA. How often arise questions such as: Who replied to the customer?, Does the client know that his problem has a cost x?, What is the latest information that users have?, Do we have to take any action?, What was agreed with the customer? You may expedite the application process by completing an optional online TSAPreCheck pre-enrollment. Medical certification or a physicians letter is not required when enrolling with a gender that does not match the gender on your identification documents. Most applicants receive their Known Traveler Number KTN in 3-5 days, though some applications can take up to 60 days. TSA Contact Center: (866) 289-9673 Weekdays: 8 a.m. to 11 p.m. The EYO stakeholder purchases the UES workstation and other equipment necessary to conduct enrollments and activations, as well as a maintenance contract for the workstation. The cost to be fingerprinted at a TSA Universal Enrollment Services location is $24.00. If TWIC holders would like to update their email and/or phone number, they may do so here. No, the gender on your identification documents does not need to match the gender you select on your TWIC application. application process, please review a JOA very carefully. Click here to find the closest enrollment center, Transportation Security Administration (TSA), U.S. Department of Homeland Security (DHS). Fri. Name changes may take up to 45 days to complete and processing time varies by individual. You may call the UES Call Center at 855-DHS-UES1 (855-347-8371) Monday through Friday from 8 AM-10 PM (Eastern) for assistance. Watch the 2020 Single Point of Contact webcast here! Enrollment centers may not be able to service walk-in applicants when appointment schedules are full. It is recommended that you schedule an appointment. The EYO stakeholder operates a private enrollment center meaning in which only applicants authorized by the EYO stakeholder can enroll at that location. The UES Call Center can be reached via phone at 855-DHS-UES1 (855-347-8371) Monday through Friday from 8 AM-10 PM (Eastern). By pre-enrolling, you can ensure that your personal data is entered correctly from the comfort of your home, office, or other location. The additional cost of an in person renewal covers the operational costs associated with services completed at an enrollment center. What is a Service Desk? Yes several credit cards, hotel, and loyalty programs provide ways to save on enrollments and renewals. 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