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. ^ " " 0 " , ' P ' ' y " " " ' 6 ? : QUICK GUIDE FOR CASEWORK
Office of Congressman Marlin Stutzman
What is casework?
Casework in a congressional office typically involves a personal issue from a constituent. The words that come up most frequently include need help, claim, response time, application, cant get an answer, and dont know where to turn. The caseworkers in our office are experienced in figuring out these types of questions, so please forward these types of inquiries straight to the casework team in the District Office in Fort Wayne. Our Director of Constituent Services will then assign the case to the appropriate constituent liaison for follow up.
What if I am not sure if the inquiry is casework?
Send it to the casework team anyway with a note that you are unsure if it is casework. Err on the side of the constituent. Our casework team deals with many federal agencies and we have developed resource referral materials if we cannot help. Constituent service is important and although we may not be able to help, many times we can refer a constituent to someone who can.
Important Tips to Remember about Casework:
Do not promise anything except that you will get their case to our casework team. Our caseworkers have legal parameters for doing their work. We can make inquiries on a constituents behalf, but we cannot promise a favorable outcome.
Our caseworkers are not allowed to make third party inquiries. We must speak to or be contacted by the person who is having the issue. In all cases we must have a signed privacy release form before we can follow up on any case.
Unfortunately, many times we do not get the whole story. Our caseworkers are trained to ask appropriate questions in a kind manner. We will do our best to check everything to make sure we are following the laws and contacting the correct agencies.
Inquiries take time and complicated cases even more so. Each federal agency has developed a best way to be contacted and our team follows their procedures. We have a system in place to follow up with constituents on a 60 day basis for the longer type cases.
All cases are in the IQ system in our office. Caseworkers send inquiries through this system and keep step notes accurate and up to date with what has been done on a case. Everyone in the office has access to this system if someone calls in and wants to know what is happening on their case or if you want to follow up on someone who has called in.
What constitutes an emergency for a constituent, may not be an actual emergency. Contact the Director of Constituent Services at any time if you believe there is a casework emergency we need to deal with immediately.
Our casework manual is a good resource for all employees. Look it over so that you may understand more about constituent services and casework in our office.
SAMPLE CASEWORK ASSIGNMENT SHEET
Constituent Services
Staff As of: 1/1/2011IssuesDepartments/Agencies[insert name]Immigrant and Non-Immigrant Visa cases pending with State Department/NVC/Consular offices, U.S. Citizens overseas, Citizenship, Green Cards, Adjustment of Status, Visa petitions pending at a USCIS office, Travel Documents, Asylum, Passports, Housing, ForeclosuresDept. of State, National Visa Center, U.S. Embassies and Consulates, ICE, USCIS: District Offices, Service Centers, National Records Center, U.S. Passport Agencies, HUDEconomic Development, Agriculture, Transportation
Dept. of Agriculture, FTC, Dept. of Commerce, Dept. of Transportation, Army Corp. of EngineersProclamations, Congratulatory and Condolence letters, District Invitations, District Scheduling U.S. Military, Veterans Affairs
U.S. Air Force, U.S. Army, U.S. Marine Corps, U.S. Navy, Coast Guard, National Guard, DOD, Def. Finance& Accounting Service, Dept. of Veterans Affairs, National Personnel Records CenterLiaison for Goshen, Elkhart constituents, Referral source for our caseworkersMedicare, Social Security, Treasury, Taxes, Postal, Telecommunication, Student Loans, Labor, Pensions, Transportation, Grant Work, Federal Employees, Banking, Federal Prisons, Disasters, Federal Law Enforcement, Railroad RetirementCMS, Social Security, Dept. of Treasury, IRS, US Postal Service, Dept. of Education, Dept. of Labor, EEOC, FEMA, PBGC, Dept. of Transportation, OPM, FCC, OCC, NCUA, Federal Bureau of Prisons, FDIC, NCUA, FEMA, Dept. of Justice, Dept. of Interior Local/Legal Referrals, State Referrals Academy NominationsDOD Military Academies
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