Source: Federal Bureau of Investigation FBI Crime News (b)
Around-the-Clock Response
The TSC operates 24 hours a day, 365 days a year. Call center staff, who work across three shifts, answer inquiries immediately as they come in. To ensure continuity of operations, a small room next to the call center houses a few bunk beds in case employees can’t travel home between their shifts for some reason, such as inclement weather.
Some inquiries are routine screening procedures. Others are triggered by live encounters, like a police officer calling to report a potential watchlist match of someone they’ve pulled over.
The TSC conducts identity resolution, looking at all available information to verify whether the name that triggered the inquiry is the same person on the watchlist.
“The call center tries to resolve identity resolutions within minutes,” said Glasheen.
The TSC then responds to the inquiry with one of three possible answers: positive match, negative match, or inconclusive.
“We don’t dictate what actions should be taken when a screening agency encounters an individual potentially on the watchlist,” said Glasheen. “We say only whether it’s positive, negative, or inconclusive. Then it’s up to the caller, within their own authorities, to determine what actions they take based on that information.”