Senator Rick Scott (R-FL)

To ensure the best possible customer service to Floridians, Senator Rick Scott (R-FL)'s office occupies 10 separate locations, the most of any Congressional Member. Rather than centralizing the Casework Team in a single office, Sen. Scott's office places caseworkers in every region of state. Additionally, caseworkers are cross trained to manage cases from any region of the state, on all topics, and with all federal agencies. This strategy ensures that all nine state offices are open to the public during standard business hours, and that a caseworker is available to speak with constituents during monthly Mobile Office Hours and community events. Additionally, to ensure people contacting Senator Scott's office receive consistent high-quality customer service, team members handling incoming phone calls, emails, and letters remain in frequent communication. Every team member works within a small group made up of people in multiple offices. Small group teams tackle projects such as preparing and reviewing responses to constituents, evaluating grant requests, outreach to constituency groups, and military academy nominations. Weekly team conference calls, as well as frequent one-on-one communication and virtual training sessions, ensure all team members remain well-connected. To assist with measuring the incoming volume of constituent communication, the Constituent Services Team provides several reports to Senator Scott and team managers, including a daily calls report, a weekly mail report, a weekly state team report, and a weekly casework report. In 2021 alone, Constituent Services team members had more than 1,816,700 interactions regarding legislative issues, with more than 131,400 interactions occurring via phone. Additionally, the Casework Team processed more than 14,100 inquiries, including 3,695 cases with federal agencies. Even with this large volume, caseworkers addressed 90 percent of all new messages relating to casework with a federal agency within 48 hours. Lastly, to effectively communicate with Florida's diverse population, for the past several years, Senator Scott has studied Spanish and now is proficient to conduct media interviews in Spanish. Similarly, 22 percent of Sen. Scott's office is bilingual.

Representative Chrissy Houlahan (D-PA)

During Representative Chrissy Houlahan (D-PA)'s first staff retreat in 2019, the office created a strategic one-pager which includes a mission, core values, and goals. Their mission embodies service to their community, the Commonwealth, and to the country in a way that reflects their values and fosters a more inclusive, transparent, and participatory government. Half of the goals are explicitly tied to constituent service, including: 1) Hold at least one town hall each month open to all constituents, 2) Attend one monthly meeting in each municipality, 3) Proactively communicate with every stakeholder group quarterly, 4) Earn higher quarter-over-quarter scores with each constituent satisfaction survey, 5) Win the CMF Democracy Award for Constituent Service, 6) Return 150% more to constituents than we cost (our MRA), and 7) Contact constituents within 3 days of returned Privacy Release Form and send a Constituent Satisfaction Survey to each closed case. Since Rep. Houlahan took office in 2019, the office has been conducting quarterly constituent satisfaction surveys. Each staffer, not just interns and junior staff, answers the phone and even Rep. Houlahan sets aside time each week to talk to constituents. Every constituent who attends a telephone town hall and gets in the queue to ask a question but isn't able to, is called back by a staffer within 48 hours. The office has an open-door policy for constituents, and every constituent who requests a meeting in DC, gets one . During the 116th Congress, Rep. Houlahan and her team hosted 38 town halls, more than anyone else in the Pennsylvania delegation, responded to 177,000 calls or letters from constituents, closed 1,859 cases resulting in $4.8 million in federal benefits back to constituents, and worked with local companies and nonprofits on applications for federal grants and contracts, resulting in $16 million in grant awards to district entities. To serve Spanish speaking constituents, all three of Rep. Houlahan's offices employ Spanish speakers, a portion of her website is in Spanish the office has a Spanish-language email newsletter and printed literature, and conducts webinars in Spanish.