Q: What are elevated and escalated cases?

Elevated cases identify employees with I-9 or E-Verify items that are approaching an applicable compliance deadline, such as completing the Form I-9 by the employee’s first day, reverification, or a Social Security number that is still pending. WorkBright+ continues to actively work these cases while providing employers with increased visibility so they can plan for potential workforce impacts and determine whether additional employee outreach or support is needed. Escalated cases identify employees whose I-9 or E-Verify process has passed an applicable compliance deadline and requires employer review or resolution. These cases are escalated after the WorkBright+ team has completed its review and cannot resolve the issue within the applicable compliance timeframe. A flagged item does not automatically mean an employee is ineligible to work in the U.S. It means that additional review or a decision is required based on information identified during the I-9 or E-Verify process. At this stage, WorkBright+ provides the relevant information and guidance, but the employer remains responsible for making any employment decisions. WorkBright+ does not make employment eligibility or hiring decisions.

Question 1

What does WorkBright+ handle for my team?

Accepted Answer

WorkBright+ manages the day-to-day work required to keep I-9 workflows moving—from initiating cases and communicating with employees to monitoring deadlines, completing compliance checks, and resolving exceptions. Your team stays informed without having to manage every step.

Question 2

Does WorkBright+ use call centers or notary networks?

Accepted Answer

No. Dedicated compliance specialists with HR expertise support each account, providing personalized service and guidance for employees. Bilingual support options help ensure employees can complete the process with clarity and confidence.

Question 3

Who are WorkBright+ specialists?

Accepted Answer

WorkBright+ specialists are trained compliance professionals who support employers throughout the Form I-9 and E-Verify process. Each specialist supporting these workflows is both E-Verify certified and WorkBright certified, ensuring they are equipped with current federal process knowledge and expertise in WorkBright’s compliance standards.

E-Verify certified: Specialists complete federal E-Verify training and a knowledge assessment to understand current program requirements and procedures.

WorkBright certified: Specialists complete WorkBright’s internal training on I-9 compliance, I-9 workflows, platform processes, escalation handling, and customer support standards.

Together, this training ensures WorkBright+ specialists provide knowledgeable guidance, consistent processing, and a reliable experience for both employers and employees.

Question 4

How is Section 2 completed?

Accepted Answer

WorkBright+ helps employers complete Section 2 before an employee’s first day through a flexible, hybrid approach designed for speed, compliance, and a seamless employee experience. Our secure remote authorization workflow combines identity and document verification to guide employees through the required steps efficiently and accurately.

WorkBright+ actively manages each Form I-9 case and works to complete the process within three days of Section 1 completion, including use of the DHS-authorized alternative procedure through secure video interaction when applicable.

If an employee has not completed the Form I-9 within three days of their start date, WorkBright+ proactively escalates the case and partners with the employer to determine the appropriate next steps and resolution.

Question 5

What are elevated and escalated cases?

Accepted Answer

Elevated cases identify employees with I-9 or E-Verify items that are approaching an applicable compliance deadline, such as completing the Form I-9 by the employee’s first day, reverification, or a Social Security number that is still pending. WorkBright+ continues to actively work these cases while providing employers with increased visibility so they can plan for potential workforce impacts and determine whether additional employee outreach or support is needed.

Escalated cases identify employees whose I-9 or E-Verify process has passed an applicable compliance deadline and requires employer review or resolution. These cases are escalated after the WorkBright+ team has completed its review and cannot resolve the issue within the applicable compliance timeframe.

A flagged item does not automatically mean an employee is ineligible to work in the U.S. It means that additional review or a decision is required based on information identified during the I-9 or E-Verify process. At this stage, WorkBright+ provides the relevant information and guidance, but the employer remains responsible for making any employment decisions.

WorkBright+ does not make employment eligibility or hiring decisions.

Question 6

What visibility do employers have?

Accepted Answer

Customers have full visibility into their managed I-9 operations through the WorkBright administrative portal. The platform serves as the central source of truth, providing real-time access to case status, reporting, and proactive updates.

Customers have access to:

WorkBright reporting: Elevated and escalated cases are visible directly within the platform, allowing teams to monitor activity, track progress, and maintain oversight of their I-9 workflows.
Weekly elevated & escalated case summaries: A weekly email provides a consolidated view of cases requiring attention, helping teams plan and stay informed.
Real-time escalation notifications: When a case requires additional attention and is escalated, customers receive an email notification immediately so they can take timely action.

How WorkBright
pairs AI with human expertise

Responsibilities at a glance

AI

Specialist

Employer

I-9 and E-Verify initiation

Deadline tracking

Auto reminders

Weekly status updates

Case escalation

Basic employee questions

Complex employee questions

Document review

Section 2 support

TNC management

Reverification management

Audit & corrections

Final action review for TNCs/FNCs

Employment decisions

See WorkBright+ in action

AI keeps cases moving

WorkBright+ specialists provide expert guidance

Employers make final decisions

Frequently asked questions

How WorkBright pairs AI with human expertise