Though casework has traditionally been considered reactive, offices that place high priority on it can seek out cases to heighten the visibility of its casework operation and expand the services it provides to constituents. Proactive casework can include the following:
- Ensuring frequent Member visits to district/state
- Informing constituents of the casework services available to them through the media, brochures, newsletters, website, and social media
- Deploying mobile offices to better reach constituents
- Conducting regular or community office hours with staff and/or the Member
- Holding events like town meetings where constituents are encouraged to voice their problems
- Assigning caseworkers to conduct regular outreach visits with groups that tend to have casework needs
What We've Learned
- Always take into account the office's resources and be sure to weigh quantity vs quality. As an office's caseload increases, there is an increased risk that the quality of work will decline. Without adding additional staff or reducing the non-casework tasks performed by the caseworkers, either the turnaround time on cases will increase or the amount of time caseworkers devote to each case will decrease. Offices may have to reduce casework outreach if resources are strained.
- Provide as much helpful information to your constituents on the Member website as possible. Most if not all offices have a casework section on the Member website, however many sites only provide basic information regarding what cases the office can support and how to work with the office. Beyond listing the basics, offices can provide more in-depth information to support constituents in navigating their caseworker needs. Examples include the following.
1) Showcasing example cases
2) Posting interactive guides
3) Providing links to CMF reports and resources
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