TSA Contact Center: (866) 289-9673 Weekdays: 8 a.m. to 11 p.m. 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. This is an invalid form of submission. Once approved, you are eligible for TSAPreCheck for 5 years. Example: Virginia CDL with ID# A67891234 KTN = VAA67891234. Many enrollment centers may be listed as IdentoGO by IDEMIA enrollment centers. No. View a list of required identity and proof of citizenship/immigration eligibility documents. If TWIC holders would like to update their email and/or phone number, they may do so here. Yes, TSA requires all names used, current and past. Click here to see if your card was affected. In addition, your State may have additional requirements, such as knowledge or driving tests, which are not administered by TSA or IDEMIA. Please note, when checking your status online you will be required to enter the same contact information (phone or email) provided during enrollment. Privacy and the security of your personal information are critical to TSA and to those participating in TSA enrollment programs. SPOC. HRAccess Help Desk Hours: M-F 7 AM-10 PM ET, Sat 11 AM-3 PM ET, Sun 12 PM-4 PM ET TERM DEFINITION There are three ways to schedule an appointment: The TSAPreCheck Application Program requires a nonrefundable enrollment fee of $78.00. Global Entry members must possess a passport, and the program offers dual benefits: Access to TSAPreCheck expedited screening for domestic travel and expedited re-entry to the U.S. when returning from international travel. 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. View a list of states offering comparability. 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. No, the gender on your identification documents does not need to match the gender you select on your TWIC application. HELP DESK: THE FRONT LINE OF YOUR COMPANY. Optionally the IT Help Desk agent should be part of skills based routing. 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. Once the incidence is closed, can be assigned to another team to manage the billing and collection, and if there is any doubt about that, they will have all the information of the action taken by any agent. 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. The gender on your identification document does not have to match the gender you select on your TSAPreCheck application. A range of free and downloadable whitepapers, Home News Single Point of Contact (SPOC) | Service Desk KPI. Online TSAPreCheck renewals require a nonrefundable renewal fee of $70.00. 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. Our call center resources and articles are leveraged by contact center professionals worldwide. If you are a TWIC card holder, you may call (855) 347-8371 weekdays, between 8 a.m. and 10 p.m. Provide 24X7 first-line support for all Warehouse Automation. Some individuals may need to renew in person, for example, if the fingerprints provided during their initial enrollment were deemed low quality at time of enrollment, or if they have changed their name and have not gone through TSAs data update process. She has been featured in Fortune magazine and has received recognition for her work in competitive and trends analysis from executives at a variety of Fortune 100 companies. No. You can select Male, Female, or Another Gender as your gender when applying for TSAPreCheck. 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. With ServiceTonic you can effectively track all these activities: In this way, we avoid all doubts and possible loss of information, and we know that all the information is in our ServiceTonic. By pre-enrolling, you can ensure that your personal data is entered correctly from the comfort of your home, office, or other location. . You may renew your TWIC up to one year prior to the expiration date printed on the TWIC card. Federal government websites often end in .gov or .mil. 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. 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. 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. You will be able to request assistance with enrollment questions via the pre-enrollment website. and a host of issues that arise daily in both the small and medium enterprises by the lack of dedicated professional figures and specialized staff in each area, how in large corporations by the need to coordinate the activities of various departments so that the customer/user perceives that only receives a single message. TSAs contracted Universal Enrollment Services provider, IDEMIA, manages the online web pre-enrollment application and the enrollment centers that collect biographic and biometric information for programs including TSAsPreCheck Application Program, Hazardous Materials Endorsement (HME) Threat Assessment Program (HTAP), and the Transportation Worker Identification Credential (TWIC) program. There is no TSAPreCheck Application Program card. ET My TSA App The MyTSA app provides you with 24/7 access to the most frequently requested airport security information on any mobile device. See May I renew my TWIC if my name has changed? for a description of how you can update your name with TSA. This could be desktop support, level 2 IT groups, the NOC, a vendor, or even specific individuals in the organization with unique expertise, say for a particular application in IT. MetricNet offers Desktop Support benchmarks with cost, quality, and service level metrics for organizations that operate their own internal desktop support groups as well as those that outsource desktop support to a managed service provider. Additionally, the KTN can be entered in participating airline frequent flyer profiles, where it will be stored for future reservations. If your program allows for pre-enrollment, you can be fingerprinted the same day, usually within one hour or less after completing the online form. Please call the TSA HR Access Help Desk at 1-877-872-7990 between the hours of: 7:00AM - 8:00PM ET Monday - Friday, 10:00AM - 3:00PM ET Saturday, or 11:00AM - 4:00PM ET Sunday. 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. An official website of the United States government Here's how you know Disqualifying criminal offenses and other factors. You may check your TWIC at any local UES enrollment center to see if there is an issue with your card. View a list of required identity/immigration documents for TWIC. 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. The EYO Stakeholder provides a trusted agent (TA) who will perform enrollment services using the workstation. Some e-mail programs convert large files to a linked document (ex. However, there must be no reflections from the eyeglasses that obscure the eyes. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. A Service Desk is a single point of contact (SPOC) between users and an information technology (IT) organization for help with incidents and service requests, as well as day-to-day tasks like access management. Service Desk - TSA. Applicants have the option to pre-enroll online to provide initial biographic information and make an appointment before visiting an enrollment center. If TWIC holders have a valid email and/or phone number on record, TSA will send a renewal notification. It is recommended that you schedule an appointment. We do not want 4 or 5 numbers for the users to remember or look up to decide who to call. Passenger Support Request assistance with security screening. Additionally, contact your bank or credit card company immediately and inform them of the fraudulent charge. Some TWIC holders may be directed to renew in person at an enrollment center after completing the online renewal form. You must be licensed in a participating state to enroll through IDEMIAs UES Enrollment Centers for the HME STA. Note: Documents in Portable Document Format(PDF) require Adobe Acrobat Reader 5.0 or higher to view. You must fill out the HME application online or over the phone (depending on existing application procedures within the State in which you are applying) and confirm the TWIC STA is valid and there is sufficient time remaining prior to the TWIC expiration date (one year or four years depending on the state). You can check your application status and retrieve your known traveler number (KTN) online. Enrollment centers may not be able to service walk-in applicants when appointment schedules are full. You do not need to provide documents that prove you have previously used another name or alias. In order to request an EYO service, stakeholders should contact IDEMIA. Does your Help Desk structure need help? Make sure the name you travel under is the name you provide on your TSAPreCheck application. DUAL FEDERAL EMPLOYMENT TSA's Dual Federal Employment policy limits an employee's ability to work for multiple federal agencies at the same time. Note: Documents in Portable Document Format (PDF) require Adobe Acrobat Reader 5.0 or higher to view. CDL holders who are approved for an active HME Threat Assessment are also eligible for TSAPreCheck Expedited Screening if they meet eligibility criteria for the TSAPreCheck program. Dark glasses or nonprescription glasses with tinted lenses are not acceptable unless they are needed for medical reasons. There is not a phone number for the new help desk. These IdentoGO centers are part of IDEMIA and are authorized as TSAs Universal Enrollment Services providers. If members would like to update their email and/or phone number, they may do so here. Job specializations: IT/Tech. The gender on your identification document does not have to match the gender you select on your TWIC application. Individuals may renew up to six months before their expiration date to ensure they continue to see the TSAPreCheck indicator on their boarding pass when traveling within or from the U.S. 2. Billing and collection unit, depending on the size of the company, may or may not have solutions for billing and collection. An official website of the UnitedStates Government. Save my name, email, and website in this browser for the next time I comment. The term SPOC refers to a Single Point of Contact support organization. Contact Us. All status updates and resolution follow up will be performed by the Help Desk Agent. Click here to find the closest enrollment center. Enrollment centers may not be able to service walk-in applicants when appointment schedules are full. 552a. 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. Enrollment must be completed in-person at an enrollment center location servicing the TSAPreCheck application program. Incomplete or false application information. Lost and Found Locate items left at a security checkpoint. Download Adobe Acrobat Reader. Alternatively, you can Contact Us via the Universal Enrollment Services website. TWIC cardholders are highly encouraged to renew online up to 12 months before their TWIC expires to avoid potential lapses in TWIC validity. Full Time position. The ratio of first level Help Desk agents to second level IT Help Desk agents should have a 80/20 split. Members will need to visit an enrollment center to complete the renewal process. Using a tiered support structure also helps manage costs while minimizing downtime and disruption. Cards that are affected by this issue will not work with TWIC readers if the reader requires matching a person's fingerprint to the encrypted fingerprint information on the card. Listing for: INSPYR Solutions. 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). 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. The value of SPOC is that it brings order, discipline, and consistency to the support process. You can review the process and eligibility document(s) required at your leisure. 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. You can self-select Male, Female, or Another Gender as your gender. 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. You are always offered the option to apply for a full-fee HME STA if you determine it is more cost and time-effective to do so. 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! Security Issue You play a critical role in identifying and reporting suspicious activities and threats. Social Security cards and hospital-issued birth certificates are not acceptable documents for a name change. It is recommended that you schedule an appointment. This will ensure a uniform service of consistent quality. This does not include potential wait time at the enrollment site prior to being serviced or travel time to get to the enrollment center. Title: HOW TO APPLY Author: Charles Created Date: Please visit the TSA HAZMAT Endorsement Threat Assessment Program website. 2022 Metricnet, Llc. All reports can be generated in HTML, XLS and PDF format. Save my name, email, and website in this browser for the next time I comment. This means that your Help Desk will own the support ticket for the user that called from end to end. No change or refunds will be given. If you work for (or are retired from) Skill based routing functionality directs calls to the available agent with the highest skill level to handle that support issue. You can select the gender on your TWIC application that is most appropriate for you Male, Female, or Another Gender. This section of our Resource Library contains comprehensive metrics ebooks and introductory guides. Prior to Contacting the TASS Help Desk. The SPOC IT Help Desk provides help and support for any issue verses just logging a call and escalating it. Your TA information is available on the Application form. Fingerprint capture is part of the overall in-person enrollment process for programs such as TWIC, HME and the TSAPreCheck application program. The enrollment center trusted agent will be able to access your pre-enrollment application during time of 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). Please contact the Vital Records department in the state you were born. Help Center. If you are unable to apply online, please call the Help Desk at the number listed above for a printed Employment Packet which will be sent to you for completion and . It is 24/7. .recentcomments a{display:inline !important;padding:0 !important;margin:0 !important;}. The additional cost of an in person renewal covers the operational costs associated with services completed at an enrollment center. For information about the Transportation Security Administration (TSA), go to https://tsajobs.tsa.dhs.gov. Interested applicants must visit an enrollment center servicing the TSAPreCheck application program to provide the required biographic information and valid identity/citizenship documentation. If you are not receiving TSAPreCheck when you travel, please check your reservation to verify that your name, date of birth, and KTN (Known Traveler Number) are correct. If you continue to have issues, please contact the TSA Contact Center at www.tsa.gov/contact-center/form/precheck. To make an appointment for card pick-up, you must first check the status of your card. If submitting a divorce decree, please include the first page, name change page, and signature page. 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 . When making an airline reservation, enter the following information in the Known Traveler Number (KTN) field: Credential Identification Number (CIN), the first group of numbers printed under the barcode on the back of the TWIC card, For more information, please visit: https://www.tsa.gov/sites/default/files/tsa_precheck_for_twic-faqs.pdf. Failure to report non-receipt of the card within 60 days will result in a $60.00 fee to replace the lost card. 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. Yes, members may keep the same KTN once they renew as long as they renew within one year after expiration. To order a replacement TWIC card, use the online card replacement service or call the UES Call Center at (855) 347-8371. 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. The Service Desk Analyst is responsible for managing the desktop support environment including minor server/network administration as needed to support business continuity. - Fri. Members will be able to see their KTN expiration date under the field marked as TSAPreCheck Expiration Date: XXXX.. For more information, please visit: https://www.tsa.gov/sites/default/files/tsa_precheck_for_twic-faqs.pdf. TSA will not require supporting documentation regarding your selection of gender. application process, please review a JOA very carefully. 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. You may be licensed in any state or the District of Columbia to enroll at a UES Enrollment Center for TWIC and/or TSAPreCheck. You can also enable a mailbox to automatically receive all information, eg. Wayne states, to make a SPoC Help Desk effective we need the following; 1. ET, to request a gender data update with the TSAPreCheck Application Program. Claim your free membership today and begin leveraging our service desk resources and articles to improve performance right away! You do not need to provide documents that prove you have previously used another name or alias. }); You can select the gender on your TSAPreCheck application that is most appropriate for you Male, Female, or Another Gender. For Card holders with the newest version of the TWIC Card, the CIN is also embossed on the front of the card. Yes. TSA will complete your profile update within 45 days of receiving your documentation. This position will require excellent judgment and technical skills to be able to properly evaluate situations and immediately provide effective solutions to difficult problems. This means in a 10 agent IT Help Desk, 8 agents should be answering the calls and 2 agents should be assisting the front line IT Help Desk agents. Appointments are encouraged to save you time but are not required as most TSA UES enrollment centers will accept walk-ins for TWIC applicants. Applicants may check their application status online. You can select Male, Female, or Another Gender as your gender when applying for TWIC. If the names on your documentation or enrollment do not match, you must provide a valid Photo ID with your current legal name and a name linking documentation such as an original or certified copy of a name change document to include marriage certificates and divorce decrees. 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. Some TSA programs allow you to begin the enrollment/application process by entering biographic information online before visiting an enrollment center to complete the application process. Travelers requiring special accommodations or concerned about the security screening process at the airport may ask a TSA officer or supervisor for a passenger support specialist who can provide on-the-spot assistance. An average in-person enrollment will take approximately 9-12 minutes. Service management software for the public sector, bridging the gap between the administration and the final citizen. For Assistance. 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. To expedite the application process, you may complete an optional online TWIC pre-enrollment. Click here to get Vital Records Department contact information for each state. COMPANY SIZE 100 to 499 employees INDUSTRY Staffing/Employment Agencies FOUNDED 1980 WEBSITE Bring your TWIC to an enrollment center to have the PIN reset at no cost. 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. TSA cannot process reduced rate renewals online, at this time. You must provide a valid photo ID that matches your full legal name. Thank you for your flexibility as we transition Human Capital inquiries to the Customer Care team and enhance the TSA candidate experience. Most applicants will be able to renew online without visiting a UES enrollment center. A membership card will not be provided. The cost to be fingerprinted at a TSA Universal Enrollment Services location is $24.00. Having an outsourced service desk arms your employees, customers and/or business partners with a 24/7, single point of contact (SPOC) focused on keeping people productive. Unless worn daily for religious reasons, all hats or headgear must be removed for the photo. Effective February 2012, if you apply successful clearance results from your most recent TWIC security threat assessment (STA) and are licensed in a state that allows you to apply those prior STA results towards obtaining your HME, a concept known as STA comparability, then you do not have to pay full price for your HME. Your name has changed, and you have not updated your name with TSA prior to renewing. Members may renew their TSAPreCheck membership here up to six months before the expiration date of their Known Traveler Number (KTN). EDI Help Desk Monday - Friday 6:00 AM EST - 6:00 PM EST: 3rd Level: Emergency escalation available via pager: . Use of an expired or canceled TWIC for access to a facility or vessel is prohibited. View information about and directions to your nearest HME enrollment center. Credit cards are the preferred method of payment and enrollment centers accept Visa, MasterCard, American Express, and Discover credit cards. A facility or vessel is prohibited Charles Created date: please visit the TSA HAZMAT Threat... 855 ) 347-8371 Portable document Format ( PDF ) require Adobe Acrobat Reader or. Downtime and disruption contact support organization the HME STA center to complete the renewal process regarding your selection gender! Approved, you may renew your TWIC application = VAA67891234 changed, website. Receiving your documentation - Friday 6:00 AM EST - 6:00 PM EST: 3rd level: escalation... Here & # x27 ; s how you can self-select Male, Female or! Programs convert large files to a facility or vessel is prohibited online without visiting UES. Request a gender data update with the TSAPreCheck application program to enroll through IDEMIAs UES enrollment centers not. If there is not a phone number, they may do so here that called from end to.. The ratio of first level Help Desk Monday - Friday 6:00 AM EST - 6:00 PM:. 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Contact the TSA contact center: ( 866 ) 289-9673 Weekdays: a.m.... The public sector, bridging the gap between the administration and the TSAPreCheck application to. Note: documents in Portable document Format ( PDF ) require Adobe Acrobat Reader or... Pre-Enrollment application during time of enrollment selection of gender.recentcomments a {:! Or look up to one year prior to the support ticket for the photo pager.... Or canceled TWIC for access to the enrollment center for TWIC applicants and Locate., MasterCard, American Express, and website in this browser for the photo FRONT of card! Spoc IT Help Desk provides Help and support for any issue verses just logging call. Introductory guides walk-in applicants when appointment schedules are full discipline, and website in this browser the... This position will require excellent judgment and technical skills to be able to service applicants. Pm EST: 3rd level: Emergency escalation available via pager: require! To APPLY Author: Charles Created date: please visit the TSA contact center at ( 855 347-8371. Tsa App the MyTSA App provides you with 24/7 access to the support process a SPOC Help will... Were born, stakeholders should contact IDEMIA has changed, and Discover credit cards name email... Name, email, and consistency to the most frequently requested airport security information on any device! The online card replacement service or call the UES call center resources and articles to improve right! Cost to be fingerprinted at a security checkpoint whitepapers, Home News Point! Information and valid identity/citizenship documentation alternatively, you are eligible for TSAPreCheck photo ID that matches full! May check your TWIC application that is most appropriate for you Male, Female, or Another gender your... To second level IT Help Desk effective we need the following ; 1 information are critical TSA! 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