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If a HN reader wanted to dedicate a few years of their life to making USCIS more friendly to immigrants - particularly to making the border agents focused on user experience and making people feel welcome even if they have issues with their Visa or similar things - how would one go about this?

I suppose the question is - who is the person who decides all of this stuff and has the authority to update the staff?

In fairness to CBP, not all is aboveboard and rosy at the border but at the end of the day, it's individual officers and their supervisors who make decisions regarding admissibility although they are guided of course by the overall directive from DHS and the administration.

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