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. Contact the Universal Enrollment Services (UES) Call Center to begin the process at 855-DHS-UES1 (855-347-8371). You will receive an email or phone notification with instructions on retrieving your KTN online. Here are the steps necessary to proceed with updating your profile: No, individuals will not receive TSAPreCheck on their boarding pass if their KTN has expired. You do not need to provide documents that prove you have previously used another name or alias. It is recommended that you schedule an appointment. The TSAPreCheck Application Program does not require a passport and is intended for expedited screening access at domestic airports. Enrollment centers may not be able to service walk-in applicants when appointment schedules are full. Help to service and maintenance audio-visual equipment as needed. Disqualifying criminal offenses and other factors. 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. IT Support, Technical Support. With skills based routing the First Contact Resolution (FCR) rate is much higher and will reduce the need to escalate to second level support. Fingerprints are taken by an electronic scanner. 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. TSA Cares Submit a request for assistance through the TSA screening checkpoint. Passengers 75 and older receive modified screening procedures as part of TSAs overarching risk-based security methodology in the standard screening lane. TSA must validate, in-person, the authenticity of the HME (on a state-issued Commercial Drivers License (CDL)) or FAST card. Specially trained TSA Officers are available to assist travelers with disabilities and medical conditions. Contact TSA Cares Email TSA Cares (855) 787-2227 Weekdays: 8 a.m. to 11 p.m. TSA's Transportation Security Operations Center (TSOC) serves as TSA's coordination center for transportation security incidents and operations. Offer a fast and efficient service to your clients with the help desk for insurance companies. The ideal state is what we call a Single Point of Contact (SPOC) IT Help Desk structure. TSA Customer Care support: HC-ServeU@tsa.dhs.gov The TSA Help Desk email address, HelpDesk@mailserver-hraccess.tsa.dhs.gov, is no longer in use. TSA will collect biographic and biometric information, such as: ** TSA requires contact information to manage the eligibility review process and to facilitate customer service. It is recommended that you schedule an appointment. Please contact the Vital Records department in the state you were born. Contact the Universal Enrollment Services Call Center at 855 DHS-UES1 (, Provide (via e-mail or fax) updated government-issued photo ID (including updated name) and documents proving name change (example marriage certificate or court order). 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. It is recommended that you schedule an appointment. google link). To make an appointment for card pick-up, you must first check the status of your card. 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! The name provided on the TSAPreCheck application must be the name used when making your airline travel reservations. Bring your TWIC to an enrollment center to have the PIN reset at no cost. If you choose the full-fee STA, your HME will be valid for up to five years in accordance with your States licensing rules. View a list of required identity/immigration documentation. Principal disclosures include disclosure to: For additional information regarding disclosures, please see the system of records notice for the relevant enrollment program. ITIL Incident Management: Managing Technical Chaos. Call IDEMIA at 855-347-8371 (855-347-UES1) Enrollment Center locator: https://universalenroll.dhs.gov/locator From your Flight Training Provider for flight training: TSA does not have this information. Help to service and maintenance audio-visual equipment as needed. The value of SPOC is that it brings order, discipline, and consistency to the support process. You can select the gender on your TWIC application that is most appropriate for you Male, Female, or Another Gender. Enrollment must be completed in-person at an enrollment center location servicing the TSAPreCheck application program. 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. Cash and personal checks are NOT accepted. You must be licensed in a participating state to enroll through IDEMIAs UES Enrollment Centers for the HME STA. 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. Your questions and comments are important to us. Yes, TSA is committed to promoting the freedom, dignity, and equality of all people, including LGBTQIA+. Anyone may renew their TSAPreCheck membership up to six months prior to their KTN expiration date. If you are in this situation, your final eligibility determination may take longer to complete due to manual processing. Please visit www.fts.tsa.dhs.gov for information on the application process. It is staffed with technicians who assist users in resolving IT issues. Support organizations that follow a SPOC model typically have lower costs, and higher customer satisfaction that those that do not follow a SPOC process. This is an invalid form of submission. I'm not sure if there is anything we can do but wait. If the user calls, our IT Help Desk needs to be able to solve it or know where to send the ticket. You do not need to provide documents that prove you have previously used another name or alias. This means that your Help Desk will own the support ticket for the user that called from end to end. 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. No, the gender on your identification documents does not need to match the gender you select on your TWIC application. Customers who enrolled at a UES Enrollment Center (from agent/participating states) may check status online or may contact the UES Call Center at 855-DHS-UES1 (855-347-8371). 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. Fingerprint capture is part of the overall in-person enrollment process for programs such as TWIC, HME and the TSAPreCheck application program. However, TWIC holders are eligible to renew online up to 12 months after their TWIC expires. Schedule an appointment online without completing the pre-enrollment process. Appointments are encouraged to save you time but are not required as most TSA UES enrollment centers will accept walk-ins for TWIC applicants. 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. Find answers to commonly asked questions regarding MetricNet products and services. More than 50,000 industry professionals have registered for and viewed our webcasts on BrightTALK, and they are ranked among the best in the industry. Use the links below to find answers to many common questions: Help Information. This position will require excellent judgment and technical skills to be able to properly evaluate situations and immediately provide effective solutions to difficult problems. More than half of the Global 2000 rely on our desktop support resources and articles to improve performance. The value of SPOC is that it brings order, discipline, and consistency to the support process. 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. A single number that is readily available for the users to call for questions and support. Respectfully, TSA Human Capital" 7 Related Topics Social Security cards and hospital-issued birth certificates are not acceptable documents for a name change. View information about and directions to your nearest HME enrollment center. TSA Career Coaching website Tel: 1-866-619-3697 eOPF - electronic copy of your Official Personnel File. The ratio of first level Help Desk agents to second level IT Help Desk agents should have a 80/20 split. You renewed online during your previous TWIC enrollment. The https:// ensures that you are connecting to the official website and that any information you provide is encrypted and transmitted securely. Service Desk - TSA I. TRC Staffing Services, Inc. Louisville, KY. . 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. HAZMAT Identification Learn about ID requirements. Additionally, contact your bank or credit card company immediately and inform them of the fraudulent charge. We will focus on the customer care and support team. Service Desk - TSA. Prior to Contacting the TASS Help Desk. All status updates and resolution follow up will be performed by the Help Desk Agent. document.getElementById( "ak_js_1" ).setAttribute( "value", ( new Date() ).getTime() ); Wed love to keep you updated with our latest posts and tips! Members will need to visit an enrollment center to complete the renewal process. Security Issue You play a critical role in identifying and reporting suspicious activities and threats. 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. It is most beneficial for applicants who will use a comparable security threat assessment and pay the reduced fee to do so within 12 months of receiving the comparable threat assessment. Download Adobe Acrobat Reader. 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. They are available Monday Friday, 8AM 10PM Eastern Time. If pre-enrollment is available for the program to which you are applying, you may make an appointment online during the pre-enrollment process. 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. View a list of required identity/immigration documents for TWIC. 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. 2022 Metricnet, Llc. If you work for (or are retired from) A Knowledge Base with every type of issue identified and a solution or an escalation point available. If you continue to have issues, please contact the TSA Contact Center at www.tsa.gov/contact-center/form/precheck. Call 1-800-253-8571 if your TSA email password expired. Discover how to optimize processes in IT services with ServiceTonic. They are available Monday Friday, 8AM 10PM Eastern Time. Point of contact information - name, organization, phone number(s) and email, Address where requested service will be provided. Medical certification or a physicians letter is not required when enrolling with a gender that does not match the gender on your identification documents. 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. Appointments are recommended but not required. TSA HRAccess HELP DESK AT 1-877-872-7990. Most TSA UES enrollment centers will accept walk-ins for TWIC applicants. If you are a TWIC card holder, you may call (855) 347-8371 weekdays, between 8 a.m. and 10 p.m. Your name has changed, and you have not updated your name with TSA prior to renewing. I need to reschedule the CBT for the Tso position, I would like to take it at the Chagrin location in Cleveland Ohio. Please note, an appointment is not required to visit an enrollment center and is provided to assist you with scheduling and trying to minimize wait times at an enrollment center. Please contact your State Motor Vehicle Department for further information regarding individual State requirements. If you need to contact our support team, please use the information below. If you are a member of the TSAPreCheck Application Program, you may call (855) 347-8371 weekdays, between 8 a.m. and 10 p.m. If TWIC holders would like to update their email and/or phone number, they may do so here. Example: Virginia CDL with ID# A67891234 KTN = VAA67891234. 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. This position will require excellent judgment and technical skills to be able to properly evaluate situations and immediately provide effective solutions to difficult problems. For Card holders with the newest version of the TWIC Card, the CIN is also embossed on the front of the card. The name on the application and the name that you travel by MUST match EXACTLY to the valid Photo ID and proof of citizenship/immigration eligibility documents that you provide when you go to the enrollment center in-person. SPOC. 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). ET The cost for TSAPreCheck membership renewal varies depending on how you complete your renewal. 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