C OV ID -19 Im pact | E nrollm ent Q uestions

Transportation Security Administration

Enrollment Services & Vetting Programs

601 South 12

Street

Arlington, VA 20598-6028

For updated information, please visit: https://www.tsa.gov/coronavirus. visit tsa.gov

COVID-19 Impact | Enrollment Questions

The Transportation Security

Administration (TSA) is committed to the

health and wellness of its staff, service

providers, stakeholders and the public.

We continue to monitor and follow

Centers for Disease Control and

Prevention (CDC) recommendations

regarding COVID-19. For updated

information, please visit:

https://www.tsa.gov/coronavirus.

TSA’s enrollment network services

multiple programs to include the

Transportation Worker Identification

Credential (TWIC

), the Hazardous

Materials Endorsement (HME) and TSA

PreCheck™. TSA is working with its

enrollment provider to continue to deliver

essential services to the public in a safe

operating environment.

TSA is also working with federal, state

and local partners to develop contingency

plans to mitigate any possible impact to

industry. Due to the evolving public

health situation and circumstances, some

enrollment centers may close for a period

of time to ensure the safety, health and

wellness of staff and the public.

Applicants planning to visit an enrollment

center should use the “Find an

Enrollment Center” feature at the bottom

of the enrollment services home page

(https://universalenroll.dhs.gov/locator

) to

determine if the center is open, its hours

of operation, and if appointments are

required.

TSA’s enrollment provider is taking

necessary precautions like increased

cleaning protocols of the center and its

equipment, as well as moving to

appointment-only services in some

locations. The enrollment provider’s staff

has been trained to follow and increase

cleaning protocols to minimize possible

exposure to the virus.

Please also be aware that if applicants are exhibiting

any symptoms while at an enrollment center, the

service staff may ask them to reschedule their

appointment. If you are feeling sick and have a

scheduled appointment, we ask that you visit their

online site or call to reschedule your appointment.

Enrollment Frequently Asked

Questions for All Vetting Programs

Q: Are TSA enrollment centers closing or

changing their hours?

A: At this time, TSA is planning to keep enrollment

centers open where possible, and is working with the

enrollment services provider to determine where

temporary closures might be required during the

COVID-19 emergency. Some enrollment centers have

closed or modified hours, but many remain open.

If you are planning to visit an enrollment center, please

use the “Find an Enrollment Center” feature at the

bottom of the Home page

(https://universalenroll.dhs.gov/locator

) to determine if

the center is open and its hours of operation. TSA

strongly recommends you make an appointment, and

not “walk-in” to an enrollment center. This will ensure

you receive a notification if your appointment is

canceled, and will allow the center to manage/limit the

number of people arriving at one time.

TSA values the health and wellness of our applicants

and enrollment center staff. With the emergence of

COVID-19, TSA’s enrollment provider is following CDC

recommendations, and TSA and its provider are

monitoring local and state governments closely for daily

updates.

Q: If there are changes to enrollment

appointments, will TSA reach out to

customers in advance?

A: Yes, customers with canceled appointments will be

notified and given the opportunity to book at another

open location. The ability to book appointments at

alternate locations is dependent on overall site

availability in a particular region.

If you are planning to visit an enrollment center, please

use the “Find an Enrollment Center” feature at the

For updated information, please visit: https://www.tsa.gov/coronavirus. visit tsa.gov

bottom of the Home page

(https://universalenroll.dhs.gov/locator

) to determine if

the center is open and its hours of operation. TSA

strongly recommends you make an appointment, and

not “walk-in” to an enrollment center. This will ensure

you receive a notification if your appointment is

canceled, and will allow the center to manage/limit the

number of people arriving at one time.

Q: Are TSA enrollment centers being cleaned

differently in light of COVID-19?

A: Health and wellness are critical to our ability to

provide services to the public. TSA’s enrollment

provider resources are trained to sanitize their hands

between customer interactions, and to disinfect

surfaces that customers come in contact with regularly.

In response to COVID-19, the enrollment provider has

increased cleaning protocols related to high-touch

surfaces like door handles, keyboards, counters, chairs,

etc.

Q: Are TSA enrollment center staff taking

additional precautions in light of COVID-19?

A: Yes, in addition to increased cleaning of equipment

and the center, some enrollment centers may require

appointments and defer walk-ins until further notice.

Additionally, enrollment center staff are limiting the

number of people able to enter an enrollment center at

one time. TSA strongly recommends you make an

appointment, and not “walk-in” to an enrollment center.

This will ensure you receive a notification if your

appointment is canceled, and will allow the center to

manage/limit the number of people arriving at one time.

Enrollment center resources have been directed to stay

home and see a doctor when they are not feeling well.

Enrollment centers will close if enrollment center staff is

unwell, to protect TSA’s enrollment agents and the

public.

If you are feeling sick and have scheduled an

appointment, we ask that you cancel your appointment

online or call 855-DHS-UES1 (855-347-8371) between

8 a.m. – 10 p.m. Eastern, Monday to Friday to

reschedule your appointment. Please be aware that if

you exhibit symptoms while at an enrollment center, we

may kindly ask you to reschedule your appointment.

Q: Is TSA still processing submitted

enrollment applications?

A: Yes, the processing of submitted enrollment

applications has not been impacted.

Q: Should I expect a delay to receive my

TWIC

card, HME approval, or TSA

PreCheck™ approval?

A: No, there are no delays at this time.

For TWIC

applicants, there is currently no delay in

card production and issuance. When enrolling, TSA will

encourage all TWIC

applicants to have their card

mailed directly to their home or address of their

choosing. This avoids applicants having to visit a public

enrollment center a second time for card pick-up.

For HME applicants, while there is no impact to TSA

adjudications, issuance of a HME on a Commercial

Driver’s License (CDL) will vary by state. Some driver’s

license agencies are closing, require an appointment, or

reducing hours of operations. HME applicants should

check with their state for potential impacts.

For TSA PreCheck™ applicants, there is currently no

delay in receiving a Known Traveler Number (KTN) if

you are approved.

Transportation Worker Identification

Credential (TWIC

) Program

Q: What happens if my TWIC

card is about to

expire and the local TSA enrollment center is

closed?

A: TSA and the USCG encourage all applicants to apply

at least 60 to 90 days in advance of expiration to

prevent disruption in TWIC

validity. TSA has no

immediate plans to close all Universal Enrollment

Services (UES) enrollment centers, but some UES

enrollment centers have closed or modified hours.

If you are planning to visit an enrollment center, please

use the “Find an Enrollment Center” feature at the

bottom of the Home page

(https://universalenroll.dhs.gov/locator

) to determine if

the center is open and its hours of operation. TSA

strongly recommends you make an appointment, and

not “walk-in” to an enrollment center. This will ensure

you receive a notification if your appointment is

canceled, and will allow the center to manage/limit the

number of people arriving at one time.

Q: How can I obtain my TWIC

card if an

Enrollment Center is closed?

A: A TWIC

applicant or cardholder may request that

his/her TWIC

card be transferred to another UES

enrollment center or request direct shipment of the card

to a designated address. This is a no-cost transaction

that can be requested by contacting the UES Call

For updated information, please visit: https://www.tsa.gov/coronavirus. visit tsa.gov

Center at 855-DHS-UES1 (855-347-8371) Monday

through Friday from 8 a.m. – 10 p.m. Eastern.

Q: Can I request a replacement TWIC

card if

the Enrollment Center nearest to my residence

is closed?

A: Yes. Request a TWIC

replacement card or card

transfer online or call 855-347-8371 weekdays from 8

a.m. – 10 p.m. Eastern. (Please note, only credit cards

are accepted online or by phone. Company checks or

money orders cannot be accepted online or via phone,

but are accepted at an enrollment center.)

Q: Where can I find updated information on

TWIC

enrollment, operations, regulations and

requirements?

A: For TWIC

enrollment information, please visit the

Universal Enrollment Service Home page

(https://universalenroll.dhs.gov/

) or contact the UES

Call Center at 855-DHS-UES1 (855-347-8371) Monday

through Friday from 8 a.m. – 10 p.m. Eastern. For

information on TWIC

operations, please visit the TSA

TWIC

website (https://www.tsa.gov/for-industry/twic)

for Frequently Asked Questions to address enrollment,

vetting, and card issuance questions.

Updated information regarding U.S. Coast Guard

(USCG) operations and procedures, including TWIC

may be found under “Featured Content” on the USCG

Deputy Commandant for Operations website

(https://www.dco.uscg.mil

) and by monitoring Coast

Guard Maritime Commons

(

https://mariners.coastguard.blog).

Q: How does a stakeholder communicate with

TSA regarding the TWIC

program and COVID-

19 questions?

A: Please visit the TSA website for the latest

information regarding TSA’s response to COVID-19.

For information on TWIC

, please visit the TSA TWIC

website (https://www.tsa.gov/for-industry/twic) for

program-specific guidance and Frequently Asked

Questions to address important questions. Please

encourage stakeholders to e-mail

TWIC.Issue@tsa.dhs.gov with specific questions.

Hazardous Materials Endorsement

(HME) Threat Assessment Program

Q: Should I expect a delay to receive my

Hazardous Materials Endorsement (HME)

approval?

A: For HME applicants, while there is no impact to TSA

adjudications, issuance of a HME on a Commercial

Driver’s License (CDL) will vary by state. Many driver’s

license agencies are closing, require an appointment, or

reducing hours of operations. HME applicants should

check with their state for potential impacts. If you have

already enrolled, there should be no additional delay as

TSA adjudications are still being processed.

Q: Where can I obtain information about the

COVID-19 impact on commercial motor vehicle

administrations and operations?

A: For information, please visit the U.S. Department of

Transportation Federal Motor Carrier Safety

Administration (https://www.fmcsa.dot.gov) and the

American Association of Motor Vehicle Administrators

(

https://www.aamva.org).

Q: How does a stakeholder communicate with

TSA regarding the HME program and COVID-

19 questions?

A: Please visit the TSA website (https://www.tsa.gov/)

for the latest information regarding TSA’s response to

COVID-19.

For information on HME, please visit the TSA HME

website (https://www.tsa.gov/for-industry/hme) for

program-specific guidance and Frequently Asked

Questions to address important questions. Please

encourage stakeholders to e-mail

HME.Q[email protected].gov with specific questions.

COVID-19 Enrollment Impact FAQ v1.1

Updated: March 19, 2020