Casework in a Congressional Office

Publication Date: August 2003

Publisher: Library of Congress. Congressional Research Service

Author(s):

Research Area: Government

Type:

Abstract:

This report and its appendices present a general overview of congressional office procedures associated with handling casework and the assistance provided by a Member of Congress to help constituents in their dealings with federal agencies. It discusses options for assisting Members’ constituents and the role of Members and staff in providing casework services. This report is intended for congressional use only.

Casework generally consists of assistance provided by Members of Congress and their staff to constituents in their transactions with federal agencies. Casework may involve individuals or groups with a common concern, and typically includes a problem, grievance, question of eligibility, specific need, or other tangible interest or benefit. Whether it is a delayed Social Security check, a denied veteran’s claim, or a Medicare reimbursement dispute, the constituent’s problem usually has to do with a federal program, rule, regulation, or administrative decision resulting from the implementation of a public law. Casework mostly emanates from constituent letters, visits, phone calls, faxes, and e-mails.

Casework involves “interpreting, interacting, explaining, distributing, and interceding on behalf of constituents toward relief of some problem between them and the bureaucracy.” The constituent may also have another need connected with government, national or foreign, on which a Member may be of assistance. Members view casework as an important, necessary, and legitimate congressional function. Members put a premium on this service as part of their representational role, acting as facilitator and intervener between constituents.

A Member of Congress usually allocates casework responsibilities to one or more staff members who review and respond to needs, complaints, or personal problems posed by constituents. The caseworker represents the Member, both to the constituents and to the appropriate federal agencies. Identifying the total problem is the first step for the caseworker. Upon receipt of the inquiry, most caseworkers feel it is advisable to send an immediate acknowledgment by letter advising the constituent that the Member is aware of the request and is inquiring into the matter, and that the constituent will be contacted again when some response is forthcoming.

Every caseworker has to develop a personal approach to analyzing the nature of the constituent’s problem and how to generate the most expeditious and just resolution. Adherence to ethical and legal standards is of concern to Members of Congress and their personal and committee staff when intervening in the administrative process. Once an agency has been contacted on behalf of the constituent, the case should be tracked until completion. Responding to constituents’ needs, complaints, or problems gives a Member an opportunity to determine whether the programs of the executive agencies are functioning in accordance with legislative mandates and may indicate the need for congressional oversight and new legislation.