DHS: Cultural sensitivity training for CBP officers

In response to NMI officials’ concerns on treatment of tourists, businesspeople

The U.S. Department of Homeland Security has reiterated that complaints of unprofessional conduct against DHS employees are recorded and investigated, but added that cultural sensitivity training sessions will be conducted for Customs and Border Protection officers stationed on Saipan in response to a lawmaker’s concern that federal officers at the airport “harshly treat” visitors to the CNMI, whose only industry is tourism.

Betsy Markey, DHS assistant secretary for the Office of Intergovernmental Affairs, told Rep. Froilan Tenorio (Cov-Saipan) in a letter that CBP takes seriously allegations of employee misconduct and has instituted policies pertaining to abuses of authority.

Tenorio wrote an Oct. 18 letter to DHS Secretary Janet Napolitano, and DHS’ Markey, a former member of the U.S. Congress, wrote a Dec. 21 response.

Tenorio, however, got a copy of DHS’ response letter only yesterday.

“I am satisfied with their response, and I am thankful that they responded,” Tenorio told Saipan Tribune. “We might be the smallest member of the American family but they found time to respond to our concerns. It also goes to show they understand the importance of the tourism industry. Tourism does not play a major role; it plays the ‘only’ role. Without tourism, we’re dead. Everything here depends on tourism.”

Tenorio, a former governor and House speaker, suggested in October a “retraining” for federal officers and that “new employees be taught how to carry out their duties both effectively and pleasantly.”

DHS’ Markey, in her two-page letter, said DHS understands that tourism plays an important role in the CNMI economy.

“CBP management at SPN [Saipan] is actively coordinating with the Marianas Visitors Authority to enhance the visitors’ processing experience. In addition, CBP will conduct cultural sensitivity training sessions for the CBP officers stationed at Saipan,” Markey told Tenorio.

U.S. Public Law 110-229, signed in May 2008, placed CNMI immigration under federal control. The actual implementation was on Nov. 28, 2009, with DHS and its component units as the lead agency.

Markey also assured Tenorio that it is not DHS’ intent to subject any traveler to unwarranted scrutiny. She said DHS strives to always uphold the law while respecting the dignity of citizens of all countries with whom it interacts.

“Each traveler is entitled to the utmost courtesy and professionalism that can be offered within the limits of our enforcement responsibilities. CBP also encourages all travelers who may be dissatisfied with their CBP processing to speak with an onsite supervisor. A supervisor is always available to address any concerns,” Markey added.

One of the CBP managers stationed on Saipan, when asked whether CBP officers on Saipan have already undergone cultural sensitivity training, said he cannot make any comment to the media. He referred media inquiries to a public relations officer out of San Francisco, California yesterday afternoon.

Tenorio is just one of the CNMI government officials who called DHS’ attention to the way DHS has been processing passengers arriving at the Saipan airport.

Gov. Benigno R. Fitial, Senate Vice President Jude Hofschneider (R-Tinian), and other lawmakers raised similar concerns with DHS officials.

Press secretary Angel Demapan separately said yesterday afternoon that when the governor met with CBP officials in Washington, D.C. last year, he was also informed that such training sessions would be conducted.

“However, the governor is not aware that such sessions have been conducted. Obviously, if adequate training was provided, the CNMI should not have received numerous complaints from visitors,” Demapan told Saipan Tribune in an email response.

Demapan said the governor received a response letter from CBP last year, saying that the agency would look into the governor’s concerns. Fitial wrote to CBP deputy commissioner David V. Aguilar in May 2011.

Back in May, CBP responded to lawmakers’ complaints of long lines, delays, and “callous demeanor” of CBP officers at the Saipan airport by saying that they will look into specific concerns raised and that “computer systems suffered a connectivity failure” after the initial passenger processing began in the early morning hours of April 16, 2011. CBP said this prolonged the wait time for passengers and airline crew to be processed.

CNMI senators, who were among arriving passengers at the time, alleged that arriving airline passengers and crew had to wait for 15 minutes at the Saipan airport just so CBP officers can “warm up” their computers.

They said this was in addition to the 10 to 15 minutes processing of each passenger, which they said “is not acceptable.” They also pointed to the “callous treatment” of airline crew and passengers arriving at the Saipan airport by CBP officers.