Sample Constituent Services Manual - Congressional Management ...

Foreword
When candidates run for office, they usually concentrate on the important
policy matters which affect their constituents. Taxes, budgets, education, homeland
security, and a myriad of other issues are often at the forefront.
Although shaping policy is certainly the most important function of public servants
in legislative offices, many elected officials are surprised at the number of
requests they receive to help constituents overcome problems with government.
It is not uncommon for a Congressional office to receive thousands of requests for
help each year, and casework can quickly become overwhelming if the staff is not
prepared for it.
Elected officials who handle casework quickly and effectively have become an
important part of our system of government. Also, efficient handling of requests
can build much goodwill with the constituents.
This book, developed over several years by U.S. Rep. Cass Ballenger (NC) and
his staff, is an excellent reference tool for caseworkers. It covers the major casework
categories and provides helpful advice on dealing with constituents and
solving their problems.
All new caseworkers should read Section 1, An Introduction to Casework,
and become thoroughly familiar with it. The remainder of the book covers specific
casework categories, arranged alphabetically by topic. Caseworkers should
study the sections that are relevant to the casework topics which have been assigned
to them.
Whenever possible, provide information to a constituent or an agency in writing
to reduce the chance for misunderstanding. A set of basic casework letters
and forms is included to get you started.
There is no practical way to make a casework training manual all-encompassing.
Casework priorities are different from district-to-district, depending on
demographics, geography, economy, and culture. However, we think this manual
presents a good overview of the major topics and we hope you will find it useful.
Acknowledgements
Congessman Ballenger would like to thank members of his district staff in
Hickory, North Carolina, who contributed to this manual. They are:
Tommy Luckadoo (editor and layout); Lisa Cook; Gayle Eckard; David McCrary;
Nancy Meek; and Melissa Patton.