July 12, 2016
Here’s a government agency with millions of clients, mostly low-income, mostly with limited to no English.
The agency rarely allows interviews between those seeking benefits and decision-makers. It routinely relies on forms, written in English, when making its decisions.
The agency (USCIS) has established a special office (that of the omsbudsman) to help the low-income, marginally literate portion of the migrant population it serves to wend its way through these obstacles, a perfectly appropriate move. Read more...