Rep. Blake Moore (R-UT)
Rep. Gus Bilirakis (R-FL)
Rep. Susie Lee (D-NV)
Rep. Lucy McBath (D-GA)
Rep. Blake Moore (R-UT)
Whether through the weekly e-newsletter, town halls, or mobile office hours, the office of Representative Blake Moore prides itself on its efficient operations and effective casework management. With a 27-page casework manual accessible to all members of the team, the office maintains efficiency through communicating casework updates in the team's weekly internal all-staff report. The team also reviews casework procedures with all new staff during the onboarding process so every staff member understands how to manage caseload and ways to increase efficiency while maintaining quality. Rep. Moore hosts regular tele-town halls (every 1-2 months) to call constituents, provide legislative updates, and take questions. Rep. Moore also hosts a series of in-person town halls - so far in 2024, he's hosted 9 - which is a great way for the office to hear constituent success stories and learn how they can better assist constituents. Additionally, the office conducts routine mobile office hours - already 5 this year - to ensure individuals have access to their congressional office and services in their own communities. Recently, the office worked with the Utah delegation and the State Department to hold the largest on-site passport acceptance event in State Department history with five locations in five days around the state. In 2023, the office conducted 4,480 meetings with constituents and stakeholders, completed 1,283 casework cases, held 11 virtual and in-person town halls, sent 45 weekly e-newsletters, and hosted 9 mobile office hours.
Rep. Gus Bilirakis (R-FL)
The office of Rep. Gus Bilirakis cultivates a culture of excellence and continuous improvement supported by formal procedures. These practices include: separate intake and casework manuals that outline constituent response time of 24 hours; utilizing a shared intake drive that is checked by five staff members throughout the day to expedite processing; legislative staff meeting weekly with district staff to identify trends; and tracking constituent feedback received through phone, letters, emails, outreach contact and satisfaction survey results. The office conducts at least 1 tele-town hall a month, usually on targeted topics. They are always looking for new ways to engage, including a "speed dating" concept where the Member takes five minutes to talk to a constituent and then meets the next person. Additionally, the team has five active advisory boards that are available to anyone in their community, with those advisory groups providing regular feedback to their outreach team about the needs of the community. For example, input from the Veterans Advisory Committee recently resulted in the creation of 15 policy recommendations to improve veterans' care and services. This information has been shared with the House Veteran Affairs Committee to inform pending legislation. Other key metrics of the office's success include: a 24-hour response time for initiating casework, a 48- hour maximum response time for responding to emails, with more than 13,000 successfully resolved individual cases and 725,886 responses to correspondence since 2018.
Rep. Susie Lee (D-NV)
The office of Representative Susie Lee features comprehensive policies and practices crafted to ensure that exceptional constituent service is not just a goal but a routine practice for their team. For new casework staff hires, the office has developed a comprehensive "newcomer's" binder, containing all office policies, guidelines, and contingency plans related to casework. The binder is continuously updated with new guidelines and best practices, ensuring that every staff member has access to the information they need to effectively assist constituents. The Casework Manager leads weekly meetings with casework staff to discuss trends and ensure that caseworkers have manageable caseloads and are not experiencing burnout. These meetings cover topics such as dealing with sensitive cases, specific federal agency requirements, and office standards. After the conclusion of every case, the office solicits feedback from constituents through electronic surveys to evaluate the office's service and identify areas for improvement. The office's "Casework Celebration Channel" on Microsoft Teams allows staff to share immediate favorable results, which are monitored by staff and shared on social media platforms such as Facebook and X to promote positive results. The office has procedures in place to funnel favorable casework results to Rep. Lee so she can personnally connect with constituents. This personal touch has been highly valued by constituents and has strengthened the office's relationships within the community.
Rep. Lucy McBath (D-GA)
From the beginning of her time in office, Representative Lucy McBath has inculcated in her staff a sense of shared responsibility for constituent service. Every member of the district staff handles casework, which the office feels affirms both internally and externally that serving constituents is the office's number one goal. This focus on constituent services has yielded positive outcomes that have garnered more than 6 million views on social media and been documented in the New York Times.
The office has a "living casework intake guide" that's altered at least every quarter as agency processes change and constituent needs fluctuate. The guide includes every step of creating a new case and all questions that need to be asked at intake for each agency with which the office interacts. For every new staffer or intern, the office has a three-day training regimen led by the District Director and Constituent Services Director that includes casework, phone communication, field representation, event management, and office operations. Built into their first week is open time to meet with each district staffer and learn about their background and current work. The District Director does weekly check-ins with every staff member, and the Constituent Services Director monitors all case portfolios on a nearly-daily basis to make sure all communication to agencies and constituents is done in a timely, efficient, and thoughtful manner.
Since coming to Congress in 2019, Rep. McBath's constituent services program has saved constituents over $26 million and completed more than 11,000 cases. Rep. McBath conducts both in-person and telephone town halls, as well as mobile office hours at libraries throughout the district. Using Eventbrite to track RSVPs for events allows the office to yield emails for the newsletter, which is sent every Saturday morning. Beyond standard casework intake channels, the office also provides nontraditional constituent services opportunities, such as mobile office hours, federal agency support events, and multilingual outreach materials.
