UNCLASSIFIED (U)

7 FAM 000 Appendix B

MANAGING An AMERICAN CITIZENS SERVICES (ACS) UNIT OVERSEAS

(CT:CON-824; 07-30-2018)
(Office of Origin: CA/OCS/L)

7 FAM 010 APPENDIX B PHILOSOPHY

(CT:CON-824; 07-30-2018)

a. The Department of State has no higher priority than the protection of U.S. citizens overseas, and the American Citizens Services (ACS) unit at a U.S. embassy or consulate has primary responsibility for carrying out this priority. The twin hallmarks of a well-run ACS unit are efficiency maximizing services while minimizing cost and good customer service. An efficient ACS unit allows the provision of high-quality services to more U.S. citizens, while good customer service decreases errors and the need to respond to follow-up requests or complaints.

b. The CA Leadership and Management Tenets and this section of the FAM provide a useful framework for carrying out your responsibility to lead, organize, and manage your ACS unit so that it can meet the challenges that are inherent in protecting U.S. citizens overseas.

c. 7 FAM 010 Appendix B Exhibit 1 provides a checklist and calendar for ACS chiefs.

7 FAM 020 APPENDIX B ACS RESPONSIBILITIES

(CT:CON-824; 07-30-2018)

An ACS unit provides three types of services: routine, Special Consular Services (SCS), and consular crisis preparedness and response.

(1) Routine Services: ACS units should require appointments for most routine services:

(a) Passport issuance, comprised of Overseas Photo-Digitized Passports (OPDP) (printed domestically but accepted and adjudicated at post) and Emergency Photo-Digitized Passports (EPDP);

(b) Consular Report of Birth Abroad (CRBA);

(c) Notarial and authentication services;

(d) Loss of nationality services;

(e) Federal benefit services such as Social Security and Veterans Affairs;

(f) The Federal Voting Assistance Program (FVAP) and other overseas voting services;

(g) Consular judicial assistance;

(h) OCS Trusts.

(2) Special Consular Services (SCS):

(a) SCS involves assistance for U.S. citizens under unusual circumstances or in distress. Many of these cases are sensitive and require tact, skillfulness, and empathy;

(b) Welfare/Whereabouts (W/W) cases, including locating and assisting U.S. citizens;

(c) Emergency financial and medical assistance;

(d) Crime victim assistance;

(e) Arrests;

(f) Deaths, including timely notification, disposition of remains, provisional conservation of estates, and preparing a Consular Report of Death of a U.S. Citizen Abroad (CRODA), or Consular Report of Presumed Death of a U.S. Citizen (CROPDA);

(g) Childrens issues, including:

(i) International Parental Child Abduction (IPCA); and

(ii) Intercountry adoption;

(h) Hostages and kidnapping for ransom; please refer to 7 FAM 1820 for additional information on the handling of these cases.

(3) Crisis preparedness and response:

(a) Crisis preparedness and response is a consular responsibility, with ACS units taking the lead in the consular section;

(b) 7 FAM 1812.3 provides detailed guidance on the ACS units role. Consular Crisis Preparedness Scorecard (CCPS), located in the CCD, and the Consular Risk Assessment are useful tools to assist consular sections with their crisis preparedness and response; and

(c) See also 7 FAH-1 H-1016.1b (Cross-training within the Consular Section) below.

7 FAM 030 APPENDIX B ACS Positions in an acs unit

(CT:CON-824; 07-30-2018)

While there is no single right way to organize an ACS unit, keep in mind the organizational principles described in 7 FAH-1 H-134, Internal Organization of Consular Sections:

(1) ACS Chiefs and ACS Deputy Chiefs: Prior to occupying an ACS Chief or Deputy Chief position, carefully read 7 FAH-1 H-210 about managing consular operations. Depending on the size of the consular section, not all responsibilities described will apply. However, there are particularly important concepts described there, as well as elsewhere in this FAM section that relate to:

(a) National security as our first priority;

(b) What makes a great consular section;

(c) Building teamwork and contacts; and

(d) Emergency preparedness, especially regarding the missions Emergency Action Plan.

(2) ACS Officers and Roles: In addition to managing day-to-day adjudications and SCS cases, ACS Chiefs must also be prepared to serve as or designate a:

(a) Voting Assistance Officer: see 7 FAM 1510 for information on responsibilities;

(b) Childrens Issues Officer: serves as the primary liaison with CA/OCS/CI. Posts Chief of Mission should designate an officer (FS-02 or above, where possible) and post should send a cable to the Department, slugged for CA/OCS/CI, with posts designation; and

(c) Judicial Assistance Officer: provide the services described in 22 CFR 22.1 - Schedule of fees, items 51-53.

(3) Locally Employed Staff (LE Staff) (see 3 FAM 7120 for definition):

(a) LE Staff are vitally important because they possess institutional memory, have invaluable local contacts, can interpret local culture, language, and customs, and are often the first point of contact for individuals seeking consular services; and

(b) U.S. citizen LE Staff may also be designated as notarial and passport acceptance agents. Contact your ACS desk officer for further information.

(4) Consular Associates and Consular Assistants:

(a) Consular Associates are dependents of sponsoring employees as defined in 3 FAM 7120 hired locally to perform certain consular functions in a position created by a bureau;

(b) Consular Assistant positions are established by the supervisor and can be funded by the post, regional bureau, or the Bureau of Consular Affairs (CA). Supervisors can choose to (or, if the position requires a security clearance, must) restrict recruitment of a consular assistant position only to U.S. citizen Eligible Family Members (USEFMs) as part of the Department's ongoing commitment to consistently offer employment opportunities to family members; and

(c) Refer to 7 FAH-1 H-343 for information on the roles and responsibilities of each type of position, as well as the employment mechanisms permissible for hiring.

(5) Consular Agents: Consular Agents are limited, non-career appointees of the Foreign Service already residing abroad, who act under the supervision and direction of the principal consular officer.

(a) Refer to 3 FAM 8900 for information on appointing, training, and evaluating Consular Agents and other human resources considerations; and

(b) The Consular Agents Guidebook provides a comprehensive overview of what consular agents can and cannot do.

7 FAM 040 APPENDIX B Core GUIDING INFORMATION CONSIDERATIONS

(CT:CON-824; 07-30-2018)

There are three core, guiding considerations concerning information processing and sharing that underlie all functions carried out in ACS units:

(1) The Privacy Act: generally prohibits the disclosure of personal information in Department records unless an exception applies or the individual to whom the information pertains has provided written consent.

(2) Processing and Protecting PII: all federal employees and contractors are required to safeguard the privacy and records of U.S. citizens and non-citizen U.S. nationals.

(3) No Double Standard policy: if the Department shares information concerning specific, credible and non-counterable threats with the official U.S. community, it should also make the same information available to the non-official U.S. community if the underlying threat applies to both official and non-official U.S. citizens/nationals.

7 FAM 050 APPENDIX B Customer Service

(CT:CON-824; 07-30-2018)

a. Assistance to U.S. citizens is our first priority and the responsibility of the entire ACS unit. ACS is dedicated to providing exceptional customer service without compromising the integrity of our citizenship services. 7 FAH-1 H-820 sets forth the general standards of customer service that consular sections provide and should be reviewed thoroughly by all ACS staff.

b. Be Accessible and Responsive

(1) Be accessible 24/7 to serve U.S. citizens by public-facing information, phone and e-mail, including through responsive, well-trained duty officers; and

(2) Monitor and respond promptly, effectively, and courteously to public and congressional inquiries within 24-36 hours from when they are received. Consider having an automatic reply for the inbox that gives basic ACS information, and train ACS staff so that more complex or unusual inquiries are answered by an officer or the ACS Chief.

c. Manage the Customers Experience

(1) Manage appointments for passports and CRBAs to:

(a) Minimize wait times;

(b) Make sure they are never greater than NIV wait times; and

(c) Arrange for efficient rescheduling procedures.

(2) Manage the waiting room experience, including customer flow. Make sure the waiting room is clean and neat;

(3) Handle complaints in a courteous, professional manner; and

(4) Identify trends of systemic problems and propose solutions using 1CA processes.

7 FAM 060 APPENDIX B liaison, OUTREACH, AND Training

7 FAM 061 Appendix B Within the Consular Section

(CT:CON-824; 07-30-2018)

a. Professional Development within the ACS Unit

(1) Encourage professional development for your staff; an engaged and supported staff will produce better results; and

(2) Professional development can include evaluating performance in writing and verbally, award nominations for outstanding work, training opportunities for growth and office needs, and addressing disciplinary issues.

b. Evaluate staff performance on an ongoing basis, not just at the end of the rating period.

(1) Foreign Service Officers:

(a) Evaluations: 3 FAM 2810 and 3 FAH-1 H-2810;

(b) Discipline;

(c) Awards; and

(d) Training: 13 FAH-1 and 13 FAM.

(2) Locally Employed Staff.

(a) Evaluation: 3 FAM 7610 and 3 FAH-2 H-135;

(b) Discipline;

(c) Awards: 3 FAM 4810 and 3 FAH-2 H-138; and

(d) Training: 3 FAM 7630, 13 FAH-1 H-500, and 3 FAH-2 H-136.

(3) Consular Agents: Evaluation, training, and awards: 3 FAM 8900 and the Consular Agents Handbook; Chiefs or Deputies supervising Consular Agents should also plan to visit the agency once every 12 months

(4) Consular Associates, Consular Assistants, and Biometric Clerks

(a) Evaluation and awards;

(b) Training: 13 FAH-1 H-620 and 13 FAM 610; and

(c) Cross-training within the Consular Section.

c. It may be necessary during a crisis to pull staff members from the Visa and Fraud Prevention Units to supplement ACS staffing for fly-away teams or to respond to a crisis. To ensure the entire section is prepared, ACS Chiefs should facilitate regular cross-training on:

(1) The Emergency Action Plan (EAP) and the Emergency Planning Handbook (EPH);

(2) The Consular Task Force (CTF) software;

(3) The location and contents of the Disaster Assistance Kits;

(4) Using off-site equipment (computers, satellite phones, etc.); and

(5) Preparing a fly-away kit.

d. ACS Chiefs should also encourage Consular Chiefs to hold regular consular crisis exercises (CCEs) that include the entire Consular Section, wider Mission, and local partners if appropriate, to further familiarize staff with crisis response procedures.

e. FPU Referrals: Coordination with the Fraud Prevention Manager (FPM) is essential to determine proper fraud referral requirements for passports and CRBAs. The FPU should have SOPs that guide ACS officers in their fraud referrals, as well as hold frequent trainings to inform ACS officers on recent fraud trends.

(1) ARSO-I Referrals (when applicable): The ARSO-I is a Diplomatic Security (DS) officer detailed to the Consular Section and is responsible for investigating passport and visa fraud. Not every post will have an ARSO-I; these posts should work with RSO;

(2) While the FPM manages the flow of cases between ACS and the ARSO-I, the ACS Chief should know the ARSO-Is SOP and be in regular communication with the ARSO-I and FPM regarding ongoing investigations and fraud concerns; and

(3) Coordinate with FBU.

f. Federal Benefits Units (FBUs) are part of the consular section and are located in countries where the SSA beneficiary population is concentrated.  They are staffed by locally employed staff (LE Staff) fully trained in SSA policies and procedures, and are directly connected to SSAs computer database. There are 21 FBUs in 17 countries and they are divided by six regions. Each region has a Federal Benefits Officer (RFBO). The Consular Officers should communicate with the appropriate RFBO. See more information on 7 FAM 590: Managing a Federal Benefits Unit. These FBUs operate under an interagency agreement between DOS and SSA. CA-OCS-PMO is the primary liaison with SSA and can be reached at FedBen@state.gov .

(1) Posts that do not have an FBU are called Non-Claims Taking posts (NCTPs). NCTPs perform certain federal benefits work (see 7 FAM 500); and

(2) NCTPs should also communicate with their appropriate regional FBU and RFBO. See 7 FAM Exhibit 530(A) for more details.

7 FAM 062 Appendix B Within the Wider Mission

(CT:CON-824; 07-30-2018)

a. Keep the Front Office and Washington Informed;

b. Keep the DCM and/or Principal Officer, as well as Washington, informed of cases receiving media attention or with sensitivities and ensure they understand ACS priorities. Develop strategies with your Consular Chief to manage up. Your Ambassador, DCM, and/or Principal Officer can also be a resource for outreach activities;

c. Engage with the Emergency Action Committee: The consular section chief is always a member of Posts Emergency Action Committee (EAC), and often the ACS Chief (if a different person) is a member or is invited to EAC meetings. The consular perspective is vital for EAC functioning; indeed, 12 FAH-1 H-231 requires that the supervisory consular officer be present to assess the need for public messaging and/or assistance for U.S. citizens. Be present for all EAC meetings, and make that the needs of the U.S. citizen community (and in particular the No Double Standard Policy) are taken into account; and

d. Partner with RSO: Open communication with the RSO is vital, especially in posts without an ARSO-I. Collaborate with the RSO on waiting room security, fraud investigations, security messaging and the No Double Standard policy, and the EAP, as well as other issues. The RSOs office will also be a key partner, through their participation in the Personnel Recovery Working Group (PRWG), in cases where U.S. citizens are kidnapped or taken hostage.

e. Utilize PAS:

(1) Partner with the Public Affairs Section for outreach events; they can help you broadcast town halls, online chats, and media events via the Embassy/Consulates website and social media accounts;

(2) They can also be a resource for trainings on public speaking. During a crisis, PAS should help message through social media accounts like Twitter and Facebook; and

(3) Ensure they are aware of the Privacy Act and are connected to their counterparts in CA Press as well as the digital engagement officer in the regional bureau.

f. Work with the Management Section:

(1) You, along with other Consular managers, should work with the Management Section to develop the yearly consular budget. Make sure to ask for representational funding for ACS and other consular representational events; and

(2) You will also want to work closely with the Management Section regarding the duty officer program and keeping the duty book updated.

g. During a Crisis, Know Your Mission Resources: Management, PAS, RSO, POL, ECON, the Department of Defense, USAID, Citizen Liaison Volunteer, and the Peace Corp can all be offices to draw from during a crisis. Make those contacts in advance if possible.

7 FAM 063 Appendix B With Foreign and Other U.S. Mission Posts

(CT:CON-824; 07-30-2018)

a. Foreign Missions: Other foreign missions, such as our colloque partners (Australia, Canada, the UK, and New Zealand), can be resources to share information regarding evacuation procedures, fraud trends, and other cross-cutting issues. At times, foreign missions have participated as observers during crises management exercises to better understand our procedures and during crisis can be force multipliers.

b. U.S. Consulates/Embassy within Your Mission: If you are part of a large Mission, stay in contact with the other ACS Chiefs. There should be coordinated public messaging and application procedures. Consider having workshops to discuss crosscutting issues.

7 FAM 064 Appendix B With the Host Government and with Resources in the Local Community

(CT:CON-824; 07-30-2018)

a. Host Government Contacts: Develop host government contacts, given the need for assistance during times of crises and routine case work. Think through cases where you might need host government collaboration and develop contacts in those areas; e.g., when a U.S. citizen is arrested or dies, when you need to confirm birth or death documents, or during a crisis. Much of your relationship building will be informal, but you should be prepared to deliver demarches and diplomatic notes when needed.

b. Local Resources:

(1) You are required to prepare the following reports every three years:

(a) Disposition of Remains Report: Posts must submit the list triennially by May 31 and upload it to the ACS section of posts website. See generally 7 FAM 260;

(b) Medical Resources Report: 7 FAM 337.2 has instructions, while 7 FAM Exhibit 336.2-b and c provide templates for contacting medical professionals to create the Report. Include the disclaimer found in 7 FAM 337.4-2; and

(c) List of Attorneys: 7 FAM 990 gives instructions on preparing the list. Add the disclaimer information provided in 7 FAM 991 (f), and use the 7 FAM Exhibit 992 template for contacting attorneys to verify their credentials. Posts must submit the list triennially by June 30 and upload it to the ACS section of posts website.

(2) In addition, you should maintain lists of local resources that can assist U.S. citizens in times of need; e.g., shelters, notaries, translators, dentists, information on local judicial system. We cannot provide recommendations, but we can provide information.

7 FAM 065 Appendix B With the U.S. Citizen Public

(CT:CON-824; 07-30-2018)

a. Public Messaging: Your public-facing websites, social media, and Consular Information Program products are the main ways you communicate information to U.S. citizens in your consular district. Make sure these products are relevant, timely, and accurate. Establish a crisis communication plan in advance of a crisis event. Prepare content for crises before they happen both to save time and to allow for cleared information to be released immediately.

b. Outreach Events and Town Halls: Where security permits, town halls allow ACS staff to talk to U.S. citizens about our processes, as well as answer questions and hear concerns. They can also provide an opportunity to gather information regarding the security situation in a particular region.

c. American Liaison Network (ALN): An effective ALN can be vital in times of crises, as well as an important tool to receive information regarding security for U.S. citizens in other parts of your consular district.

(1) Citizen Liaison Volunteers (CLVs), formerly known as wardens, should be posts primary points-of-contact within the private U.S. citizen community, providing a direct window to the concerns, interests, and needs of the U.S. citizens in posts consular district. You can keep CLVs engaged and motivated through regular communication (i.e. annual CLV workshops, recognition programs, meetings on consular outreach trips, and inclusion in your consular crisis exercises. See 12 FAH-1 H-320 and 7 FAH-1 H-292.4.); and

(2) The updated Memorandum of Agreement in 7 FAM 077 Exhibit A MOA now contains a stipulation that prospective CLVs agree to the Department conducting a CLASS namecheck. See the ALN Sharepoint site for additional information and for resources, including a library of ALN best practice cables from posts around the world.

d. Congressional Inquiries: Congressional offices sometimes reach out to posts directly, or through the H Bureau, Consular Hill Liaisons, or your OCS/ACS Country Officer regarding constituent cases. Provide timely responses to their questions, keeping in mind the Privacy Act, including the routine use permitting disclosure of information about an individual to a member of Congress when requested on behalf of a family member of an individual unable or unavailable to sign a waiver and involved in an emergency situation, and the release is for the benefit of the subject.

e. Military Bases: If there is a U.S. military base in your consular district, maintain contacts with base representatives and consider outreach events.

f. General U.S. Citizen Expatriate Community: There may be organizations for U.S. citizen expatriates in your consular district that could serve as important resources in disseminating consular messages and providing information regarding U.S. citizens in trouble. Examples include the American Chamber of Commerce (AmCham), the local Overseas Security Advisory Council (OSAC) (12 FAM 061), and the American Legion.

7 FAM 066 Appendix B With Washington

(CT:CON-824; 07-30-2018)

a. Keeping Washington Informed via Cable Reporting: Note and analyze case trends in reporting back to Washington and other posts via front channel cable. Engaging and sharp reporting can inform the Department of what CA is working on, as well as share information on new fraud and applicant trends among posts.

b. Washington Resources for Posts within CA: American Citizens Services (OCS/ACS): ACS Country Officers provide guidance to posts on complicated case work, give Department approval when necessary, and process OCS trusts. They also answer congressional, White House, and public inquiries. Depending on the state/city, victims of crime may have access to financial assistance, counseling services, and other resources. Request information by e-mailing VictimAssistance@state.gov or contacting your ACS Country Officer.

c. Childrens Issues (OCS/CI): CI Country Officers cover adoptions, IPCA cases, and custody disputes in their respective countries.

d. OCS Office of Legal Affairs (OCS/L): OCS/L can provide legal guidance at posts request on issues other than passport and citizenship issues, and some 7 FAM provisions require OCS/L involvement in particular cases. The general contact e-mail for the office is Ask-OCS-L@state.gov. Please cc your OCS/ACS Country Officer when contacting OCS/L.

e. Office of Passport Services (PPT): Inquiries regarding the interpretation and application of citizenship acquisition and nationality laws, regulations, adjudication policies and practices, and CRBA questions involving citizen derivative claims should be directed to the Office of Passport Services at AskPPTAdjudication@state.gov. Aspects of ACS cases that involve citizenship acquisition should be forwarded to CA/PPT at AskPPTAdjudication@state.gov accordingly. Please cc your CA/OCS/ACS Country Officer on such inquiries.

f. Consular Crisis Management (OCS/CCM): CCM provides assistance in consular crisis training, planning, and response. Please cc your ACS Country Officer when contacting CCM.

g. Project Management Office (OCS/PMO): PMO liaises with federal benefits (SSA, VA, OPM, Railroad Retirement Board) and federal obligation agencies (IRS, Selective Service) in Washington to ensure efficient and fraud-free payment of benefits, as well as the provision of services overseas. Your Consular Officer can contact them using FedBen@state.gov.

h. Consular Systems and Technology (CA/CST): For critical work-stopping consular systems issues, contact CSTs Service Desk by phone at 202-485-7777. Contact the Service Desk at CAServiceDesk@state.gov in less urgent situations.

i. Fraud Prevention Programs (CA/FPP): The FAM will direct you to contact your FPP officer in certain passport and CRBA cases.

j. Office of the Executive Director (CA/EX): CA/EX can assist with management related issues, such as budgets and facilities. Make sure to keep your consular section chief in the loop for any issues involving CA/EX.

k. Office of the Comptroller (CA/C): CA/C is the principal strategic and resource management office for CA.

7 FAM 070 APPENDIX B Other management issues

7 FAM 071 APPENDIX B Management Controls

(CT:CON-824; 07-30-2018)

a. ACS units must fully comply with management controls as laid out in 7 FAH-1 H-740. ACS Chiefs must assist the Consular Chief and senior post officer in the Annual Certification of Management Controls.

b. All employees with access to PIERS or ACRQ have taken PC 441 Passport Data Security Awareness.

c. All consular employees have taken PA-459 Protecting Personally Identifiable Information and PC-120, Consular Task Force Basics.

d. Consular managers ensure that passport and CRBA cases are adjudicated in accordance with 8 FAM 700 (Adjudication of Applications, Forms, and Worksheets) and other applicable guidance. 

e. Consular managers review at least four percent of passport applications adjudicated at post in accordance with 8 FAM 1002.1 (Review of Passport Issuances at Overseas Posts). 

f. Breaches or incidents involving loss, theft, unauthorized access or compromise of PII are reported as described in 5 FAM 468 and 8 FAM 1202.1.  

g. Post follows all chain of custody guidelines for federal benefits checks, OCS trusts/loans/temporary assistance, and the estates of deceased U.S. citizens and U.S. non-citizen nationals, as found in 7 FAM 594.2, 7 FAM 300, and 7 FAM 290.

h. Post actively seeks to obtain a Privacy Act Waiver (PAW) for SCS cases where the need to disclose information is foreseen. Enter the conditions of the PAW in ACS+. See 7 FAM 060 for more information.

i. Post actively follows the guidelines related to legal requirements associated with Two-Parent Consent requirements for passport issuance to minors found in 8 FAM 502.1.

j. Post ensures that notarial services are executed only after verifying the identities of all parties requesting the service per 7 FAM 800.

k. Posts American Liaison Network is maintained and updated per 7 FAM 070.

l. Post promptly adds Smart Traveler Enrollment Program enrollees in ACS+.

m. Post actively adheres to the No Double Standard policy per 7 FAM 052.

7 FAM 072 APPENDIX B File Management

(CT:CON-824; 07-30-2018)

a. ACS units must fully comply with file management requirements as set forth in 7 FAH-1 H-740.

b. In particular, ACS Chiefs should focus on the following issues:

(1) The Privacy Act protects records relating to U.S. citizens and lawful permanent residents from unlawful disclosure. These safeguards must be followed:

(a) Passport and citizenship applications, arrest cases, and all other citizens services files must be stored in a bar lock cabinet, file room with cipher lock, or other storage facility approved by the RSO. Access should be limited to persons with a legitimate official need;

(b) Completed, canceled, and spoiled passports must be kept in secure storage. They may not be stored in desk drawers or otherwise left unprotected;

(c) Procedures are in place to assure that the collection of PII such as date and place of birth and social security numbers is kept to a minimum and such information is appropriately protected;

(d) Post returns all defective, spoiled, and found passport books, e-passports, non e-passports, and Emergency Photo-Digitized Passports (EPDPs), and passport cards per 8 FAM 1302.1; and

(e) Post sends all passport applications (OPDP and EPDP) and necessary supporting documents to Records Services at least once a month per guidance in 8 FAM 1206.1.

(2) Consular files are managed in accordance with the Record Disposition Schedule according to 7 FAH-1 H-457 and 7 FAH-1 H-745.

7 FAM 073 APPENDIX B Documenting Cases

(CT:CON-824; 07-30-2018)

a. Each subchapter of 7 FAM provides specific guidance regarding reporting requirements for posts concerning consular protection and passport and citizenship cases.

b. Most ACS reporting is now done in ACS+ and via record e-mail. Certain high profile cases (such as reporting in relation to potential terrorist activity) continue to be reported via cable using appropriate TAGS to ensure appropriate distribution in the Department of State.

c. Activity log notes, reporting cables, and other correspondence about ACS cases should be complete, succinct, free of opinion, and written in the active voice. The documents post should scan include:

(1) Any correspondence, including congressional;

(2) Diplomatic notes;

(3) Action, Information, and Briefing Memoranda;

(4) Key press clippings or coverage;

(5) Talking points and press guidance;

(6) Privacy Act Waivers;

(7) W/W messages passed;

(8) Notarial documents where service is refused (for U.S. citizens only);

(9) Medical records; and

(10) Court orders or other legal documents.

7 FAM 074 APPENDIX B Resources Budget Requests

(CT:CON-824; 07-30-2018)

a. Keeping our ACS units fully staffed and able to meet demand is a top priority.

b. Post should work with their CA/EX Management Analyst on issues such as requesting resources and staffing. Funding requests (whether for staff, training, equipment, travel, outreach, or other purposes) must be justified and should be addressed in the consular package narrative and requested in the annual consular funding data call cable.

c. CA post allotment funding falls into three categories:

d. MRV funding: for activities in support of border security programs and the overall functioning of the consular section.

H and L funding: for activities that primarily deter and detect H and L visa fraud.

e. Diversity Visa (DV) funding:

         for activities in support of DV processing.

f. Most funding for consular sections comes from MRV allotments. ACS Chiefs should work with their Consular Chiefs to ensure that sufficient funds are requested to support ACS units at post.

g. It is essential for ACS units to plan for future growth and demands of citizen services, working in close consultation with consular managers, CA/FPP, CA/EX, and CA/C.

h. Instructions for funding are issued each year via cable and should be reviewed by consular section management, including the ACS Chief.

7 FAM 075 APPENDIX B Metrics

(CT:CON-824; 07-30-2018)

a. While metrics are more traditionally associated with visas, measuring the work we do on behalf of U.S. citizens is vital. OCS is researching new models of managing ACS metrics, which are often not as tangible and easily measured as visa services. For instance, the many hours assisting a U.S. citizen who is destitute or mentally ill is difficult to quantify. In many cases, posts may work on SCS cases for years at a time.

b. Passport and CRBA issuances are easily quantified via the ACS+ system. While CA pre-populates these numbers in the annual consular package reporting, posts know their services the best. Remember to utilize all records available to you in order to report the most accurate figures in the consular package.

c. Make every effort to quantify the time spent on SCS cases and capture these numbers in the consular package. E-mails can be counted, W/W visits can be recorded in the activity log and counted, prison visits, repatriation loans and OCS Trusts can be counted, and phone call volume can also be measured and recorded. Remember to note the number of congressional inquiries that post has worked on throughout the year.

7 FAM 080 APPENDIX B through 7 FAM 090 APPENDIX B UNASSIGNED

7 FAM 010 Appendix B Exhibit 1
CHECKLIST AND CALENDAR FOR ACS CHIEFS

(CT:CON-824; 07-30-2018)

Do you want to upload these reminders in your GAL calendar? If so, go to CA Webs Items in the Management Calendar and their Frequency.

a. Daily

b. Monthly

c. Quarterly

d. Semi-Annually

e. Annually

f. On a Rolling Basis

 

UNCLASSIFIED (U)