You have been communicating with a constituent who is having some issue with the federal government. It is likely their issue is time-sensitive, complicated, and emotionally taxing. Before getting too far, there are just three simple questions a caseworker should ask when determining whether or not to open a case– is the person a constituent (find out quickly), is the issue a federal one, and is your boss being asked to do anything illegal, or unethical?

Is the person a constituent?

At the very beginning of the touch, make sure they are a constituent. House rules require Members to use resources and staff to help constituents with a domicile and address within the district. If you are not sure, there are several resources to quickly determine residency. There is nothing worse than talking to a constituent for 20 minutes, and then discovering they are not a constituent. If the caller (or walk-in) is not a constituent, it is your job to get them off the phone expeditiously (30-60 seconds) so you can assist actual constituents. Be courteous, but be diligent.

Is it a federal issue?

If you have in-fact determined the individual is a constituent, the next step is to confirm their issue is a federal one and would require the Member's assistance. For new Caseworkers you should do your homework to determine some relevant questions to ask in determining if the issue falls within federal jurisdiction. Some offices (we would encourage all) will have priority questions and resources to support caseworkers in determining this as soon as possible. Another benefit of asking the right questions is to demonstrate your sincere interest in their problem, and to give them confidence in your abilities.

Are they asking for something illegal or unethical?

This final ask is pretty straight forward, and obviously essential. Asking relevant and clear questions will help you in determining the true nature of what a constituent is looking for from their Representative. Don't be afraid to challenge the constituent (always in a courteous manner) if you feel they are wanting something that the Member would find unethical, or worse would be considered illegal. If you are a new caseworker and you are unsure, ask a more seasoned member of your team or reach out to support services like CRS.

After you have determined that all three parameters have been met, you must essentially interview the constituent almost like a lawyer or a reporter. As we have stated above, good caseworkers ask good questions. As you become more experienced and understand the issues better, that will lead to better questions. Some offices likely have some type of issue/question template to follow.

If the touch is a letter, e-mail, or via the Member‟s website, a similar process is followed, but you already of course have some of the information you need. In fact, you "triage" the situation, determining the best course of action. In the age of e-mail, ask them if they prefer e-mail, phone, or mail for communication purposes before moving forward.

If the decision is to open a case, then you will need to do the following.

• Obtain the necessary information to submit to the correct agency
• Have a Privacy Act Consent Form (PACF) completed
• Make copies of the relevant documents
• Get a written confirmation that you agree upon the "ask"
• Contact the appropriate agency

This information is from Tom Tillet's Congressional Casework Guide. Mr. Tillet is a former District Chief of Staff of Congressman Joe Pitts, and a knowledgeable expert in casework management.