Because the Member is often the last resort for desperate constituents, their casework requests are often time sensitive. The office simply works to expedite a resolution, but does not usually solve the problem. When an office receives a request, the basic process is generally:
- Intake: The constituent contacts the office, their case is assigned to a caseworker, and information is gathered about the case.
- Authorization: A privacy release is signed by the constituent granting the Member access to records which will help resolve the issue.
- Action: The caseworker contacts the agency to make an inquiry and initiate the case, and the agency acknowledges receipt of inquiry and begins working on case. The caseworker monitors the status, interacting with the agency and constituent as needed.
- Resolution: The agency provides the service/information and the caseworker notifies the constituent. Case is closed.
What We Learned
- Implement Management Protocols: Caseworkers face a number of challenges in initiating and resolving cases, but these can often be overcome through good management of your casework operation by collecting relevant information from constituents; managing constituents' expectations; managing and understanding agency procedures; and managing the urgency of many cases.
- Build Relationships in Federal Agencies: To do their jobs effectively, caseworkers must build a rapport with the agencies they deal with either through a liaison or advocate role.
- Acknowledge Helpful Agency Staff: As a liaison, a caseworker may operate using a personal and friendly approach with an agency. In order to maintain the relationship, your office should be sure to acknowledge excellent work by the agency, visit the agency staffers when possible, and only use positive reinforcement.
- Be Fierce if You Have To: As advocates, a caseworker may need to argue on behalf of their constituents, and often take a more adversarial approach when feeling that the constituent is not prompt attention.
- Learn the Ropes: To be the best liason or advocate, caseworkers need to learn how to navigate the (often-times complicated and veiled) inside world of government operations. Some key starting points are knowing agency speak and congressional lingo; knowing which agency handles a case and who to contact there; joining the House caseworker listserv; and understanding the importance of privacy release forms.
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