A commenter asked recently, "Would you be willing to post some GOOD examples of consular content for the duty book?"
Absolutely.

The ideal consular duty pages will contain no philosophy and no quotations of laws or regulations. Each page will cover a separate topic in extremely simple, large font, outline form, with lots and lots of white space.
Every post is different, and well-written instructions will take unique local conditions into account. What works or is sufficient in one place will not suit another. What is a good idea at one post (for example, allowing the duty officer to collect information from certain NIV applicants and promising to pass it to the visa chief) would be a remarkably bad idea at another. But the basic principals are always the same:
- Keep it clear
- Keep it simple
- Use lists, ticks and bullets
- Leave lots of white space
- Leave out any extraneous information
- Repeat information as necessary so that the duty officer will not have to flip back and forth between pages
- Assume that the duty officer knows
nothing about consular work and does not want to be educated about it. He simply wants to survive it.
- Limit the duty officer's consular responsibilities and authority to either giving information or collecting information and passing it to a consular officer. A duty officer should
never promise a passport, a visa, or an early appointment. A duty officer must
never perform a consular action such as making an arrest visit, identifying the dead, or making a death call.
Here are some suggestions for a few of the pages of a well-written duty book (Please keep in mind that these are only suggestions. Local conditions will vary wildly.):
Page OneReplacing US Passports
- Expired US Passport
---- The US citizen must apply for a replacement passport in person during regular working hours, 8:30 - 16:00 Monday through Friday.
---- The citizen must bring:
------The expired passport
------ The fee of $xx in cash, or he can pay with a Visa or MasterCard
- Lost US Passport
---- The US citizen must apply for a replacement passport in person during regular working hours, 8:30 - 16:00 Monday through Friday.
---- The citizen must bring:
------ The fee of $xx in cash, or he can pay with a Visa or MasterCard
---- The citizen will have to:
------ Fill out a separate form that explains how the loss happened
- Stolen US Passport
---- The US citizen must apply for a replacement passport in person during regular working hours, 8:30 - 16:00 Monday through Friday.
---- The citizen must bring:
------ The fee of $xx either in cash, or he can pay with a Visa or MasterCard
------ A police report of the theft, which was filed at the police station nearest where he or she is living or staying. The police report must include:
---------The exact date and time the theft occurred
--------- The circumstances of the theft
--------- A list of all items that were stolen
------ If the US citizen does not know where the nearest police station is, he or she can make the report at the station nearest the embassy. The address is 4567 Cop Road, New Hamilton District, Hereabouts
---- The citizen will have to:
------ Fill out a separate form that explains how the theft happened
Passport frequently asked questions:
"I am flying home in the morning. Can you replace my passport before the flight?"
We can't promise this. You might have to postpone your flight.
"Can't I just board the flight using my US birth certificate or driver's license?"
Local immigration and the airline require that you carry a valid US passport.
"I don't have time to file a police report for a stolen passport. What can I do instead?"
We must have a police report.
"Can't I use my expired passport?"
Local immigration and the airline will not accept an expired passport.
"If I miss my flight I will lose the ticket. This will be very expensive for me."
I'm sorry this happened to you. Please come to the passport unit when it opens and we will do our best to help you.
Page TwoFirst-Time US Passports
A first-time applicant must present proof of citizenship and proof of identity. Since each application is different, he should call or visit the passport unit at the embassy during regular business hours, Monday through Friday, 8:30 - 16:00 to find out what the requirements will be in his case.
Frequently asked questions:
"Can't you tell me what I'll need to bring?"
Every application is different. Some are simple, some are complicated. You really need to talk with our experts about your particular circumstances.
"I need the passport immediately because there is a family emergency in the US."
I'm sorry, but you must speak with our passport unit directly during regular business hours.
Page ThreeNon-Immigrant Visas
- How To Apply
----All visa applications are accepted by appointment only. The appointment is made by calling the appointment service at 123-456-7890 or via the service's internet site at www.appointment.com.
----We cannot accept applications or issue US visas outside of regular business hours.
----If the caller has an urgent need to travel, he should call the appointment service at 123-456-7890, explain the emergency, and ask for an expedited appointment.
----If the caller is calling on behalf of someone else, has the traveler applied for the visa yet? If not, the caller or the traveler should call the appointment service at 123-456-7890, explain the emergency, and ask for an expedited appointment.
----If the duty officer believes that the applicant should be seen as soon as possible due to his or her position or special circumstances, he should get the applicant's
------- full name
------- title
------- telephone number
------- situation
----and pass this information to the non-immigrant visa unit chief at the opening of business on the next working day.
-Visa refusals
---- We cannot discuss visa refusals outside of regular business hours.
Page FourImmigrant Visas
We cannot accept applications, answer questions, or issue immigrant visas outside of regular business hours. The applicant/petitioner/attorney should contact the immigrant visa unit 8:30 - 1600 Monday through Friday.
Page FiveDeath of a US Citizen
Ask:
Who is calling? *
- Full name
- Contact number
- What is the caller's relationship with the deceased?
Who is the citizen?
--- Full name
--- Date of birth
--- Where does the deceased usually live?
Where is the body?
When did he or she die?
How did he or she die?
Is the caller a local official (policeman, coroner, doctor)?
- If not, do local authorities know about the death?
- If the caller is not a local official but local officials know about the death, who exactly knows and what is his or her name, title and telephone number?
If the caller is not the deceased's next of kin (parent, spouse, child or sibling):
- Who are the next of kin?
- Have they been contacted?
- When?
- What is the next of kin's contact telephone number?
If the body is held at a local hospital or morgue and the next of kin are aware of the death, tell the caller that you will pass all the information to the American citizen services unit at the opening of business. Someone will call them in the morning.
If the body is not at a hospital or morgue, or the next of kin have not been contacted, tell the caller that an officer will call him or her back soon. Then call the American citizen services unit chief immediately (Susan Consul, 234-567-8901. If she is not available, call John Consul 345-678-9012) and pass all of the information you were able to obtain.
..........................................
Of course, local conditions and situations will dictate exactly how and how much after-hours help can be provided, and exactly what the format the duty pages should use. But a simple, easy-to-use, well-designed duty book will save endless wear and tear on duty officers and consular section staff, and will provide the best possible service to our customers.
* It is long-standing practice to get the caller's information first, in case the connection is lost.