Constituent Services
by Kitty Felde
“All during history, I kept thinking of my meeting later this afternoon with Congresswoman Mitchell – maybe the last time in my life that I would ever see Senator Something.
After school, I walked slowly from St. Phillip’s to Capitol Hill, turning my face to catch as much sunshine as possible. But the sunny day outside didn’t reach my insides. I was cold with dread. I stuck Senator Something’s squeaky toy in my pocket, along with La Reina, just for luck.
The familiar barrel of peanuts was by the front door of Congresswoman Mitchell’s office. I didn’t want one. I wasn’t hungry. John, the staffer who drove the car that hit Senator Something wasn’t sitting in his usual place at the front desk. Maybe he was fired. I guess Congresswoman Mitchell was going to fire me, too.
’She’ll be with you in a minute,’ said the girl at John’s desk. ‘Take a seat.’
And then she took a million phone calls, saying, ‘Just a moment. Let me connect you with constituent services.’
”
What Are Constituent Services?
Some call it the Customer Service Department for the federal government. Staffers call it casework.
In the office of every member of Congress, at least one staffer is assigned to solve problems of constituents back in the home district.
It's not unusual for a Congressional office to receive thousands of requests every year asking for help.
Problem Solvers
Your member of Congress can help cut through the red tape in all sorts of areas:
A lost passport or delayed application for a passport
A nomination to West Point or the U.S. Naval Academy in Annapolis or another military academy
Immigration issues
Problems with student loans
Environmental pollution
Cable TV or cellphone issues
Dear Congresswoman,
IRS and Social Security issues seem to be the top issues for offices.
But during the pandemic, one very pregnant woman contacted her representative about the shortage of toilet paper. When she got home from the hospital with her new baby, there was a case of toilet paper waiting for her on her doorstep.
Talk about customer service!
Good Stuff, Too
Even if you’re not having problems, constituent services can get you:
A flag that was flown over the U.S. Capitol (usually a fee is involved)
Birthday or anniversary greetings from your member of Congress or even the President. (Special birthdays only: 13, 21, 50, and 80 or older. 50th anniversaries or higher.) Also, you can request new baby greetings for parents, congratulation letters for achieving Eagle Scout Awards or high school or college graduations, even condolence cards.
Tickets for White House or U.S. Capitol tours. Tours can even be arranged for the Bureau of Engraving, the U.S. Mint, the Washington National Cathedral, the Library of Congress, and the Kennedy Center. My favorite? Gallery Passes for the House and Senate Chambers where you can be in "the room where it happens."
The Oscars of Capitol Hill
(photo courtesy of the Congressional Management Foundation)So whose congressional staff does the best job of serving the needs of constituents?
For the past six years, the non-profit Congressional Management Foundation has invited nominations for the congressional office that is tops in customer service.
Bradford Fitch, President & CEO of the Congressional Management Foundation says an example of outstanding service would be the staffing of California Congressman Ro Khanna’s office. Staffers speak eight different languages to serve the needs of constituents in his ethnically diverse district.
Currently, four offices are up for the 2023 award:
Illinois Congresswoman Lauren Underwood’s office , which recovered nearly $25,000 for constituents.
South Dakota Congressman Dusty Johnson cites a casework review showing that 96% of constituents had a positive experience with his office.
New Hampshire Senator Jeanne Shaheen’s office points to its 50+ page casework manual created during her first term - a manual that's been updated continuously over the past 14 years.
Utah Congressman John Curtis brags of an open-door policy, welcoming all visitors in a supportive atmosphere, answering constituent phone calls on the first ring. The prize? A plastic model of the U.S. Capitol and the bragging rights that go with it.
Sources:
Interview with Brad Fitch