DHS - ICE National Call Center - MRAS

The Department of Homeland Security (DHS), through the U.S. Immigration and Customs Enforcement (ICE) Enforcement and Removal Operations (ERO), is seeking to establish a 287(g) Program National Call Center (NCC). This initiative is part of a broader effort to enhance the efficiency and effectiveness of immigration enforcement operations. The NCC will serve as a centralized hub, leveraging data-enabled technology to handle a high volume of daily calls, specifically targeting support for 287(g) partner encounters in the field. This endeavor aims to streamline operations related to locating Unaccompanied Alien Children (UAC) and addressing the Non-Detained Docket backlog.

The planned NCC will be situated in the greater Nashville, TN metro area and will necessitate full-time, on-site staff provided by an industry partner. The center's primary responsibilities include managing electronic and telephonic inquiries from 287(g) partners, performing database checks, and confirming enforcement actions. Operating around the clock with three eight-hour shifts across seven days a week, the NCC's structure is designed to ensure continuous support for field operations.

Key functions within the NCC include maintaining a 24/7 call center for partner support, developing strategies for locating missing UACs, and implementing measures to reduce the Non-Detained Docket size through integration with local law enforcement resources. Additionally, specialized cells within the NCC will focus on supporting ICE contracting officers with managing agreements under the 287(g) program, providing technical assistance for agreement processing, ensuring compliance with relevant laws and policies, and facilitating technology innovation aimed at enhancing program efficacy.

The successful establishment of this call center is expected to reach Initial Operational Capability by Q2FY26 with full operational capability anticipated by Q3FY26. The facility will not only enhance resource allocation but also ensure that emerging technologies are rapidly fielded to improve enforcement outcomes continually.