Casework in a Congressional Office: Background, Rules, Laws, and Resources







Prepared for Members and Committees of Congress



The term casework in a congressional office refers to the response or services that Members of
Congress provide to constituents who request assistance. Each year, thousands of constituents
turn to Members of Congress with a wide range of requests, from the simple to the complex.
Members and their staffs help constituents deal with administrative agencies by acting as
facilitators, ombudsmen, and, in some cases, advocates. In addition to serving individual
constituents, some congressional offices also consider as casework liaison activities between the
federal government and local governments, businesses, communities, and nonprofit
organizations.
Members of Congress determine the parameters of their constituent service activities. Casework
is conducted for various reasons, including a broadly held understanding among Members and
staff that casework is integral to the representational duties of a Member of Congress, and that
such activities can be part of an outreach strategy to build political support. In addition, casework
might also be viewed as an evaluative stage of the legislative process. Constituent inquiries about
specific policies, programs, or benefits may suggest areas where government programs or policies
require oversight or legislative consideration.
One challenge to congressional casework is the widely held public perception that Members of
Congress can initiate a broad array of actions resulting in a speedy, favorable outcome. The rules
of the House and Senate, and laws and regulations governing federal executive agency activities,
however, closely limit interventions made on the behalf of constituents. When performing
casework, congressional staff cannot force an agency to expedite a case or act in favor of a
constituent. However, congressional staff can intervene to facilitate the appropriate administrative
processes, encourage an agency to give a case consideration, and sometimes advocate for a
favorable outcome.
This report, which will be updated as warranted, discusses House and Senate rules and guidelines,
laws, and regulations affecting congressional casework, as well as the role of caseworkers. It also
provides sample outlines and document templates for implementing and managing congressional
casework. Further casework materials are available at the CRS Casework Resources Web page at
http://www.crs.gov/refer ence/general/casewor k.shtml.






Introduc tion ..................................................................................................................................... 1
House and Senate Rules Governing Casework...............................................................................3
Casework and the Courts..........................................................................................................4
Caseworkers .................................................................................................................................... 5
Case Management...........................................................................................................................6
Setting Priorities........................................................................................................................6
The Privacy Act.........................................................................................................................6
H IPAA ....................................................................................................................................... 7
Establishing Procedures............................................................................................................8
Potential Questions and Issues To Address in a Casework Manual: A Sample Outline..................8
Introduction to Casework..........................................................................................................8
Office Organization...................................................................................................................8
Casework Rules and Practices...................................................................................................9
Step-by-Step Considerations of Casework Activities......................................................................9
Intake ......................................................................................................................................... 9
Office Procedures......................................................................................................................9
Intake, Constituent Verification, and Privacy............................................................................9
Case Management and Scheduling.........................................................................................10
Working with Constituents......................................................................................................10
Working with Agencies............................................................................................................11
Casework Records....................................................................................................................11
Reference Materials.......................................................................................................................12
For Each Caseworker..............................................................................................................12
For Each Field Office Location...............................................................................................12
Agencies and Potential Categories for Which Specific Casework/Constituent Service
Protocols Could Be Developed..................................................................................................12
Online Resources...........................................................................................................................14
Executive Agency Casework Websites...................................................................................14
CRS Resources........................................................................................................................15
Appendix. Sample Documents and Release Forms.......................................................................16
Author Contact Information..........................................................................................................18






Casework in a congressional office refers to the response or services that Members of Congress
provide to constituents who request assistance. Casework appears to be one of the more enduring
representational activities; Members of Congress have been providing such service since the early 1
years of the American republic. In contemporary times, thousands of constituents seek assistance
annually from Members of Congress, with requests ranging from the simple to the complex.
Members and their staffs help individual constituents deal with administrative agencies by acting
as facilitators, ombudsmen, and, in some cases, advocates. Typical casework requests include the
following:
• tracking down a misdirected benefits payment;
• filling out a government form;
• applying for Social Security, veterans’, education, and other federal benefits;
• explaining government activities or decisions;
• applying to a military service academy;2
• seeking relief from a federal administrative decision; and
• emigrating to the United States or applying for U.S. citizenship.
In addition to providing services to individual constituents, some congressional offices also
consider as casework their liaison activities between the federal government and local
governments or businesses concerned about the effects of federal legislation or regulation on their
jurisdiction, or interactions with communities and nonprofit organizations seeking federal grants
or other assistance.
All congressional offices carry out some type of casework. As part of the process of determining
how to carry out their congressional duties, Members of Congress determine the parameters of 3
their constituent service activities. Casework is conducted for various reasons , including 4
constituent demand and a broadly held understanding among Members and their staff that

1 For example, Representative John Quincy Adams of Massachusetts, who served as President before his election to the
House, noted in his diary that he provided services to a number of constituents. Requests included corrections of the
date on a military pension certificate, discussions with the Secretary of the Treasury regarding the reappointment of a
collector in Adams district, and numerous applications for Post Office appointments. See Leonard D. White, The
Jacksonians: A Study in Administrative History 1829-1861, (New York: The MacMillan Company, 1954), pp. 143-145.
In April and May of 1870, Representative James A. Garfield of Ohio, who later served as President, received
constituent “requests to search for a miscarried letter, to secure favorable action on pension claims, to get a decision
allowing a patent extension, to obtain payment of a claim ... and to write a book review.” Leonard D. White, The
Republican Era: 1869-1901, A Study in Administrative History (New York: The Macmillan Company, 1958), pp. 70-
73, quote, pp.70-71. Other early examples may be found in Leonard D. White, The Jeffersonians: A Study in
Administrative History, 1801-1829 (New York: The Macmillan Company, 1951),pp. 106-107, 375-376; and John
Spencer Bassett, “James K. Polk and His Constituents, 1831-1832, American Historical Review, vol. 28, Oct. 1922,
pp. 68-77.
2 See CRS Report RL33213, Congressional Nominations to U.S. Service Academies: An Overview and Resources for
Outreach and Management, by R. Eric Petersen.
3 See CRS Report RL33686, Roles and Duties of a Member of Congress, by R. Eric Petersen.
4 John R. Johannes, “Explaining Congressional Casework Styles,” American Journal of Political Science, vol. 27, Aug.
1983, pp. 530-547.





casework is integral to the representational duties of a Member of Congress.5 Others believe that
casework activities can be part of an outreach strategy to build political support among 6
constituents. Finally, casework is seen by some as an evaluative stage of the legislative process.
Some observers suggest that casework inquiries can provide Members of Congress with a micro-
level oversight of executive agency activities, affording Members the opportunity to evaluate
whether a program is functioning as Congress intended. Constituent inquiries about specific
policies, programs, or benefits may also suggest areas in which programmatic or policy changes 7
require additional oversight, or legislative consideration. As a consequence, the level and 8
intensity of congressional casework varies among Member offices.
One challenge to congressional casework is the widely held public perception that Members of
Congress can initiate a broad array of actions resulting in a speedy, favorable outcome. The rules
of the House and Senate, and laws and regulations governing federal executive agency activities,

5 Dennis F. Thompson, Ethics in Congress: From Individual to Institutional Corruption, (Washington: The Brookings
Institution, 1995), pp. 77-78; David E. Price, The Congressional Experience: A View From the Hill (Boulder, CO:
Westview Press, 1992), pp. 113-119; Rep. Lee H. Hamilton, “Congressional Casework,” Congressional Record, vol.
138, Apr. 29, 1992, p. 9814; Heinz Eulau and Paul D. Karps,The Puzzle of Representation: Specifying Components
of Responsiveness, Legislative Studies Quarterly, vol. 2, Aug. 1977, pp. 243-245; and U.S. Congress, Joint thnd
Committee on the Organization of Congress, Organization of Congress, 79 Cong., 2 sess., H.Rept. 1675
(Washington: GPO, 1946), p. 15.
6 Kelly Patricia O’Meara,For Constituents, Help is on the Hill,” Insight on the News, Feb. 22, 1999, p. 32; Bruce
Cain, John Ferejohn, and Morris Fiorina, The Personal Vote: Constituency Service and Electoral Independence
(Cambridge, MA: Harvard University Press, 1987), pp. 63-34; and Richard F. Fenno, Jr., Home Style: House Members
in Their Districts (New York: Harper Collins, 1978), pp.101-113. Although the perception that casework creates
positive political benefits for Members of Congress is widely held in congressional and some scholarly communities,
evidence that supports that contention directly is not conclusive. Some congressional scholars have done analyses
suggesting that casework activities can serve political ends, such as increasing name recognition and creating an image
of concern, and that such actions can lead to electoral success. See George Serra, “Whats In It for Me?: The Impact of
Congressional Casework on Constituent Evaluation,” American Politics Quarterly, vol. 22, Oct. 1994, pp. 403-420;
George Serra and David Moon,Casework, Issue Positions, and Voting in Congressional Elections: A District
Analysis, Journal of Politics, vol. 56, June, 1994, pp. 2001-213; George Serra and Albert D. Cover,The Electoral
Consequences of Perquisite Use: The Casework Case,” Legislative Studies Quarterly, vol. 17, Mar. 1992, pp. 233-246; nd
Morris P. Fiorina, Congress: Keystone of the Washington Establishment 2 ed. (New Haven, CT: Yale University
Press, 1989); Laurily K Epstein and Kathleen A. Frankovic, “Casework and the Electoral Margins: Insurance is
Prudent,” Polity, vol. 14, Dec. 1982, pp. 691-700; and Diana Evans Yiannakis,The Grateful Electorate: Casework and
Congressional Elections,” American Journal of Political Science, vol. 25, Sept. 1981, pp.568-580. Other scholars have
been unable to identify a direct connection. See John C. McAdams, “Congressmen, Perquisites, and Elections, Journal
of Politics, vol. 50, June 1988, pp. 412-439; Jon R. Bond, Cary Covington, and Richard Fleisher, “Explaining
Challenger Quality in Congressional Elections,” Journal of Politics, vol. 47, June 1985, pp. 510-529; John R. Johannes,
To Serve the People: Congress and Constituency Service, (Lincoln, NE: University of Nebraska Press, 1984), pp. 187-
212; John R. Johannes and John McAdams, “The Congressional Incumbency Effect: Is it Casework, Compatibility or
Something Else?,American Journal of Political Science, vol. 25, June 1981, pp.520-542.
7 Larry P. Ortiz, Cindy Wirz, Kelli Semion, and Ciro Rodriguez,Legislative Casework: When Policy and Practice
Intersect,” Journal of Sociology and Social Welfare, vol. 31, June 2004, pp. 49-52; Rep. Lee H. Hamilton,Casework,
Congressional Record, vol. 142, July 24, 1996, pp. 19015-19016; and John R. Johannes, “Casework as a Technique of
U.S. Congressional Oversight of the Executive,Legislative Studies Quarterly, vol. 4, Aug. 1979, pp. 325-351.
8 For example, one study tracked the number of cases in congressional offices in the 95th (1977-1978) and 97th (1981-
1982) Congresses. In the 95th Congress, a sample of congressional offices was found to receive an average of
approximately 93 new cases each week. The number of cases in individual offices ranged from 10 to 465 new cases per th
week. In the 97 Congress, data taken from a different, larger sample of congressional offices found that the offices
received an average of approximately 91 new cases per week. During that period, the range varied between 4 and 800
cases per office per week. See and John C. McAdams,Entrepreneur or Agent: Congressmen and the Distribution of
Casework, 1977-1978,” The Western Political Quarterly, vol. 40, Sept. 1987, pp. 535-553 (data on p. 539), and John R.
Johannes, “The Distribution of Casework in the U.S. Congress: An Uneven Burden,” Legislative Studies Quarterly,
vol. 4, Nov. 1980, pp. 517-544.





however, closely limit the extent of an intervention made on behalf of a constituent. When
conducting casework, congressional staff cannot force an agency to expedite a case or act in favor
of a constituent. Congressional staff may intervene to facilitate the appropriate administrative
processes involved, encourage an agency to give a case consideration, and sometimes advocate
for a favorable outcome.
Subsequent sections of this report discuss House and Senate rules and guidelines, laws, and
regulations affecting congressional casework, as well as the role of caseworkers. This report also
provides sample outlines and document templates for establishing and managing congressional
casework. Further casework materials are available at the CRS Casework Resources Web page at
http://www.crs.gov/ reference/general/casework.shtml.

Each chamber has rules and guidelines regarding its Members’ casework activities. House rules 910
regarding casework services are discussed in the House Ethics Manual. Senate Rule XLIII and 11
the Senate Ethics Manual establish parameters for casework services in that chamber. In each 12
chamber, at the request of a constituent or petitioner for assistance, a Member of Congress may
do the following:

9 The House Ethics Manual notes that
[p]ursuant to long-standing guidance, it is generally permissible for Members (and staff acting on
their behalf) to: request information or status reports; urge prompt consideration of a matter based
on the merits of the case; arrange appointments; express judgment on a mattersubject to the ex
parte communication rules; and ask for reconsideration, based on law and regulation, or
administrative and other decisions.
U.S. Congress, House, Committee on Standards of Official Conduct, House Ethics Manual, 110th Cong. 2nd sess.
(Washington: GPO, 2008), pp. 299-300, available at http://www.house.gov/ethics/2008_Ethics_Manual.pdf.
10 Senate Rule XLIII (2) states that
at the request of a petitioner, a Member of the Senate, or a Senate employee, may communicate
with an executive or independent government official or agency on any matter to: (a) request
information or a status report; (b) urge prompt consideration; (c) arrange for interviews or
appointments; (d) express judgments; (e) call for reconsideration of an administrative response
which the Member believes is not reasonably supported by statutes, regulations or considerations of
equity or public policy; or (f) perform any other service of a similar nature consistent with the
provisions of this rule.
The rule is available at http://rules.senate.gov/senaterules/rule43.php.
11 U.S. Congress, Senate, Select Committee on Ethics, Senate Ethics Manual, 108th Cong., 1st Sess., S. Pub. 108-1
(Washington: GPO, 2003), pp. 177-185, available at http://ethics.senate.gov/downloads/pdffiles/manual.pdf.
12 Senate Rule XLIII recognizes that not everyone who seeks assistance from a Senator will be a constituent of the state
the Senator represents, and refers to all who might seek casework services as apetitioner.” No such distinction is
drawn in the House ethics manual, which refers generally to constituents as the recipients of casework services.
Examples of nonconstituents who might seek congressional intervention in administrative proceedings include foreign-
born individuals seeking to emigrate to the United States, or a family or other interested parties who live outside a
Member’s constituency on behalf of a resident constituent. In the House, guidance issued by the Committee on
Standards of Official Conduct suggests that “particular care should be exercised when providing assistance to
individuals who are not from the Members congressional district.” The guidance also indicates that a Member should
not use official resources to provide casework for individuals who live outside the district the Member represents.
When a Representative is unable to assist a non-constituent, the Member may refer the person to his or her own
Representative or Senator. See House Ethics Manual, pp. 309-310, available at http://www.house.gov/ethics/
2008_Ethics_Manual.pdf.





• request information or a status report;
• urge prompt consideration;
• arrange for interviews or appointments;
• express judgments;
• call for reconsideration of an administrative response that the Member believes is
not reasonably supported by statutes, regulations, or considerations of equity or
public policy; or
• perform any other service of a similar nature consistent with the provisions of the
rules of the House or Senate.
Senate Rule XLIII (3)13 prohibits the provision of casework assistance on the basis of
contributions or services to organizations in which the Senator has a political, personal, or
financial interest. Guidelines in the House Ethics Manual say that when contacting a federal
agency on behalf of a constituent, a Member, officer, or employee of the House should not make
prohibited, off the record comments, receive things of value for providing casework assistance, or 14
improperly pressure agency officials.
Finally, federal statute prohibits Members of Congress, chamber officers, and congressional staff
from representing anyone before the federal government, except in the performance of their 15
official duties.
Casework is generally not something that draws Members of Congress or their staff, acting in
their official capacity, into a judicial proceeding before the courts. The Senate Ethics Manual
describes constituent service as something that occurs in the executive branch and is silent on 16
service before the courts. Guidelines in the House Ethics Manual provide a range of options to 17
Members who might choose to participate in judicial proceedings.

13 Senate Rule 43 (3) states thatthe decision to provide assistance to petitioners may not be made on the basis of
contributions or services, or promises of contributions or services, to the Member’s political campaigns or to other
organizations in which the Member has a political, personal, or financial interest.”
14 House Ethics Manual, pp. 185, 300-302, 307, 314-315.
15 18 U.S.C. 203, 205; Also, see House Ethics Manual, p. 185, available at http://www.house.gov/ethics/
2008_Ethics_Manual.pdf.
16 In the Senate Ethics Manual:
the general advice of the Ethics Committee concerning pending court actions is that Senate offices
should refrain from intervening in such legal actions (unless the office becomes a party to the suit,
or seeks leave of court to intervene as amicus curiae) until the matter has reached a resolution in the
courts. The principle behind such advice is that the judicial system is the appropriate forum for the
resolution of legal disputes and, therefore, the system should be allowed to function without
interference from outside sources.
U.S. Senate, Select Committee on Ethics, Senate Ethics Manual, p. 178, available at http://ethics.senate.gov/
downloads/pdffiles/manual.pdf.
17 The House Ethics Manual says that
[w]hen a Member believes it necessary to attempt to affect the outcome in a pending case, the
Member has a variety of options. A Member who has relevant information could provide it to a
(continued...)






Decisions regarding staff employment in congressional offices rest with each Member of 18
Congress, subject to applicable law and chamber rules. Some chamber administrative
documents, such as the Member’s Congressional Handbook (for the House) or the U.S. Senate
Handbook (for the Senate) provide guidelines regarding what procedures must be followed to
provide compensation, credentials, and general benefits such as health care and retirement
programs to House or Senate employees. Those documents provide no guidance on how a
congressional hiring entity might determine the necessity of, or criteria for, a position, or the
fitness of an applicant for employment. Experienced congressional staff and other observers,
however, suggest that a successful congressional caseworker is primarily a problem solver. 19
Recent studies of congressional staff note that a “constituent services
representative/caseworker” typically carries out the following duties:
• responds to casework inquiries from constituents;
• acts as a liaison with federal, state, and/or local agencies on behalf of
constituents;
• acts as the grassroots representative for the Member within assigned areas of
responsibility; and
• monitors and updates the Member and district director on district and local
issues.
To carry out their duties, congressional caseworkers typically
• communicate clearly with constituents about what can and cannot be done on
their behalf;
• learn the laws and regulations affecting a constituent’s case;
• build relationships with federal agency personnel; and
• serve as a neutral facilitator between the constituent and agency.
No specialized training is required to become a congressional caseworker. Individuals who work
as caseworkers come from a variety of backgrounds, including recently completed study or work
experience in education, law, teaching, social work, political campaigns, government service, and

(...continued)
partys counsel, who could then file it with the court and notify all parties. Alternatively, the
Member could seek to file an amicus curiae, or friend of the court, brief. Yet another option, in an
appropriate case, might be to seek to intervene as a formal party to the proceeding. A Member
could also make a speech on the House floor or place a statement in the Congressional Record as to
the legislative intent behind the law. A Member should refrain, however, from making an off-the-
record communication to the presiding judge, as it could cause the judge to recuse from further
consideration of the case.
House Ethics Manual, pp. 311-312, available at http://www.house.gov/ethics/2008_Ethics_Manual.pdf.
18 In the House, the Member’s Congressional Handbook notes that “each Member is the employing authority [for their
office]; the Member determines the terms and conditions of employment and service for their staff. These terms and
conditions must be consistent with applicable federal laws and House Rules http://cha.house.gov/staff.aspx#general1.
19 See CRS Report RL34545, Congressional Staff: Duties and Functions of Selected Positions, by R. Eric Petersen.





the private sector. Observers suggest that most caseworkers enjoy working with people and have
an interest in public service.

Matters regarding the management of casework activities are at the discretion of individual
congressional offices, subject to the rules of their respective chambers, relevant law, and the 20
priorities of that office. Two laws, the Privacy Act of 1974 and the Health Insurance Portability 21
and Accountability Act of 1996 (HIPAA), affect casework. The Privacy Act affects all
constituents with casework inquiries that require interaction with a federal agency. HIPAA may
affect constituents with casework inquiries that involve medical or other health-care information.
Each congressional office establishes its own policies and procedures regarding the provision of
casework services. These are typically based on a number of factors, which may be weighed
differently in each congressional office, and include
• the demands or needs of constituents for casework services;
• the type and nature of cases;
• the manner in which the office defines casework;
• office strategy for outreach, including decisions regarding the solicitation of
casework; and
• Member priorities.
Under the Privacy Act, each executive branch agency that maintains records containing an
individual’s personally identifiable information must have a release from that individual to share
information with any other entity. In general, agencies cannot reply to a congressional inquiry
without a Privacy Act release signed by the constituent requesting assistance. Most agencies will
accept any signed document from a constituent stating that the constituent grants a Member of 22
Congress access to any record held by an agency that will help resolve the constituent’s inquiry.
(Sample authorizations are included below.) Some agencies, however, issue their own forms and
might prefer to have that form filed with them when a congressional office initiates a case inquiry.
For example, the Internal Revenue Service (IRS) typically requests that congressional
caseworkers ask constituents to return a signed copy of IRS form 8821, Tax Information 23
Authorization.

20 P.L. 93-579, 5 U.S.C. 552a.
21 P.L. 104-191, 42 U.S.C. 201 note.
22 Some congressional offices also provide casework services related to non-federal issues. In these circumstances, state
or municipal regulations related to privacy protection may need to be addressed to provide assistance to constituents.
23 The form is available electronically from the IRS website, http://www.irs.gov.





Constituent correspondence sent to a Member’s office does not fall under the protections
provided by the Privacy Act or any other statute safeguarding personally identifiable records.
Nevertheless, due to the high probability of an expectation of privacy concerning these
communications, and Member interest in maintaining the confidentiality of office activities, many
congressional offices develop a policy for safeguarding the privacy of casework-related
documents. Such a policy could include
• safeguarding casework correspondence and documentation in the office’s
physical and electronic files;
• securing electronic files through password protection and automatic backup
procedures; and
• limiting access to casework correspondence files, including working drafts of
correspondence, to office personnel.
Rules promulgated under HIPAA24 give patients the right of access to their medical information
and prohibit health plans and health-care providers from using or disclosing identifiable
information to most individuals or entities without a patient’s written authorization. Examples of
constituent inquiries that might involve medical information include claims for benefits under the
following programs:
• Social Security disability;
• veterans’ programs;
• Medicare;
• disaster relief;
• medical services to military members injured on active duty, or to military 25
members, their dependents, and retirees through TRICARE;
• workmens’ compensation; and
• immigration.
Some agencies have determined that congressional requests for medical information related to
casework inquiries require a HIPAA release. HIPAA rules also require health plans and providers
to give individuals the opportunity to object to the disclosure. Procedures for securing patient
consent to release information or to provide information to third parties may vary from agency to
agency. When medical or other health-care information must be released for a casework inquiry,
the agency involved might accept a signed request from the constituent to the Member as a
sufficient release, or it might forward a formal release form of its own design to the congressional
office for endorsement by the constituent.

24 45 C.F.R. Parts 160, 164. For more information on HIPAA and medical records privacy, see CRS Report RS20500,
Medical Records Privacy: Questions and Answers on the HIPAA Rule, by C. Stephen Redhead.
25 TRICARE is a managed health care program provided by the Department of Defense (DOD) for active duty military,
active duty service families, retirees and their families, and other beneficiaries, available at http://www.tricare.osd.mil/.





Based on the priorities identified in individual congressional offices, many offices compile
documentation to clarify policies related to casework. Such documentation could specify
casework goals, management procedures, and expectations of staff. This type of document is not
required, and there is no congressional standard regarding its format or contents. All decisions
regarding activities and operations in a Member’s office are within the discretion of the Member,
subject to chamber rules and relevant statute. Procedures are typically developed by modifying
standardized outlines and protocols to a particular office, based on the priorities and goals of that
office and the preferences and needs of the Member’s constituents. The outline below suggests
questions to help develop an office casework manual addressing those demands. Sample
documents, which may be used in whole or in part, are also provided.


This section of the manual could be where congressional offices propound their approach to
constituent service. Information might include a consideration of the role of representation,
casework as micro-level oversight, and political issues related to casework. This section could
also explain the the role of casework in relation to broader office goals and the caseworker’s role
in meeting those goals.
Questions that might be addressed in this section include the following:
• What are the goals of the office?
• How does casework support or facilitate the achievement of those goals?
• Where does casework fit in terms of office priorities?
This section could provide an overview of office organization and operations.
Questions that might be addressed in this section include the following:
• What do caseworkers do?
• Are caseworkers liaisons between the constituent and agency, or are they
advocates for the constituent?
• Who supervises caseworkers?
• What is the extent of that supervision?
• To whom does that supervisor report?
• Where does casework fit in the office organization?





This section could incorporate the rules and guidelines regarding casework of the House or
Senate, as appropriate. Such documents could include Senate Rule XLIII and the Senate Ethics
Manual, Chapter 8, “Constituent Services,” available at http://ethics.senate.gov/downloads/
pdffiles/manual.pdf, and the Ethics Manual for Members, Officers, and Employees of the U.S.
House of Representatives (House Ethics Manual), Chapter 8, “Casework,” available at
http://ethics.house.gov/ Media/PDF/2008_House_Ethics_Manual.pdf.
In addition, this section could detail rules or procedures specific to the particular congressional
office. Questions that might be addressed in this section include
• how to contact the Senate Ethics Committee or the House Committee on
Standards of Official Conduct, as appropriate;
• a review of office security and personal safety procedures; and
• strategies for dealing with people who may be uncooperative, scared, angry, etc.

Intake describes the process by which constituents request casework services and a congressional
office prepares to respond. Intake procedures could define the information and materials needed
from constituents, including the release of personal information under the Privacy Act of 1974
(sample forms below) and HIPAA, if necessary.
Questions that might be addressed in developing procedures for the intake process include the
following:
• Who is responsible in your office for intake (caseworkers, outreach or reception
staff, everyone)?
• What training or protocols are necessary so that everyone charged with intake
can do the job effectively?
• Will the office open a case file on the basis of a phone call or a constituent visit
to an office, or will a written request be required?
• Will e-mailed requests for services be accepted?
• How will case requests made during outreach and other public events be
incorporated into the casework system?
• Does the office establish verification procedures to positively identify
constituents?





• If so, what constitutes acceptable identification?
• What procedures must be established if constituents cannot produce appropriate
documentation of their identity?
• What procedures might be necessary to obtain a privacy release from constituents
who cannot read English or sign their own name?
• Will the office open a case on behalf of constituents represented by family
members or other individuals who hold a power of attorney to act on their
behalf?
• Will the office open a case on behalf of a constituent represented by an attorney
or other paid representative?
• If so, will the office work with the attorney, the constituent, or both?
• What procedures need to be in place to address potentially high-profile cases?
• How much time will the office allow between a constituent inquiry and a
response by the office, such as an acknowledgment or a request for more
information?
• How much time will the office allow for a constituent to reply to follow up?
• After that time has elapsed, will the office send a reminder letter or close the case
file?
• How long will incomplete case files due to missing privacy release or other
documentation from constituent remain active?
• What sort of casework/constituent management system (CMS) will be used?
(Although a CMS likely has been chosen by the office, explain how it will be
integrated, if at all, with casework management.)
• Who has access to the CMS for reviewing cases, updating records, and closing
and archiving files?
Following the intake process, it is generally necessary to determine the scope of the constituent’s
case and to set expectations between the caseworker and the constituent.
Questions that might be addressed in developing procedures for working with constituents
include the following:
• Will the office take original documents from constituents, or are copies
sufficient?
• How will the office communicate with constituents?
• How will nonwritten contact be documented?





• How frequently will the office communicate with constituents to provide updates,
status checks, or other information?
• How will the office communicate these expectations to the constituent? (See the
samples below.)
At the end of the intake process, it is necessary to identify and contact the appropriate agency to
address the constituent’s concerns. Many offices maintain lists of the executive branch agencies
they work with. If such information is not available, preliminary information on agencies with
congressional liaison offices can be obtained from CRS Report 98-446, Congressional Liaison
Offices of Selected Federal Agencies, by Zina L. Watkins and Carla Berry.
Questions that might be addressed in developing procedures for working with executive branch
agencies include the following:
• How much time will the office allow between establishing complete constituent
information and contact with agency?
• How much time will the office allow between initial agency contact and
subsequent followup?
• How much time will the office allow between receiving the agency’s response
and communicating the response to the constituent?
• What types of contacts (phone, e-mail, written, face-to-face) are acceptable to
make inquiries from the office and to receive responses from the agencies?
• Will individual caseworkers, a coordinator, or a supervisor maintain lists of
agency contacts?
• In the event that the person responsible for maintaining those lists of contacts is
not available, how will other staff contact the agencies?
• Is it necessary to establish specific protocols for working with individual
agencies ? (A list of agencies for which protocols might be developed is provided
below.)
A common concern regarding casework records is their maintenance while cases are open, and
their disposition when cases are concluded. The House and Senate consider the records generated 26
in a Member’s office to be the personal property of the Member. As a consequence, policies
regarding casework records is at the discretion of individual Member offices. The House Records
Management Manual notes that to “safeguard personal information, most Members will not
transfer case files to a repository.” The Manual notes that offices could keep permanently “reports
summarizing the types of casework generated by the office as long as they contain no personal

26 U.S. House, Office of the Clerk, Records Management Manual for Members of the U.S. House Of Representatives,
Publication M-1 (Washington: Dec. 2005), p. 5; and U.S. Senate, Secretary of the Senate, Records Management
Handbook for United States Senators and Their Archival Repositories, S.Pub. 109-19 (Washington: GPO, 2006), p. 5.





information about constituents (e.g., names or Social Security numbers).” When individual 27
casework files are removed from office files, they “should be destroyed in a secure manner.” In
the Senate, records management guidelines suggest that all documents pertaining to a case should
be kept together. Routine cases could be kept in the office as long as they are open, and for two
years after they are closed, after which they may be destroyed. Cases that might be kept
permanently include those with bearing on agency oversight or matters of interest to the Senator
or state. Those records could be retained in the office as long as they are open, and for one year 28
after they are closed, after which they may be transferred to an archival repository.

• Office casework manual.
• Chamber-appropriate ethics manual chapter on casework.
• CRS Report 98-446, Congressional Liaison Offices of Selected Federal Agencies,
by Zina L. Watkins and Carla Berry.
• Casework manuals and constituent services guides issued by the agencies for
which the caseworker is responsible.
• Office-developed contact lists.
• Casework intake protocols.
• Instructions for accessing casework materials in physical or electronic files.
• Caseworker contact information.
• General agency contact information.



Americans with Disabilities Act (ADA)
Bankruptcy

27 U.S. House, Records Management Manual for Members of the U.S. House, quotes, p. 7.
28 The National Archives and Records Administration (NARA) provides courtesy storage facilities to Members of
Congress for records created in Capitol Hill offices at the Washington National Records Center (WNRC) in Suitland,
Maryland, and at regional storage facilities around the country for records generated in state or district offices. WNRC
can be reached at 301-778-1650. Contact information for NARA regional facilities is available at
http://www.archives.gov/locations/.





Child Support
Copyright Information—Library of Congress
Customs
Department of Agriculture (USDA)
Department of Commerce
Department of Education (ED)
Department of Health and Human Services (HHS)
Department of Homeland Security (DHS)
Department of Housing and Urban Development (HUD)
Department of Justice (DOJ)
Department of Labor (DOL)
Department of State (DOS)
Department of the Interior (DOI)
Department of Transportation (DOT)
Department of the Treasury (Treasury)
Department of Veterans Affairs (VA)
Environment
Environmental Protection Agency (EPA)
Equal Employment Opportunity Commission (EEOC)
Federal Communications Commission (FCC)
Federal Emergency Management Agency (FEMA)
Federal Trade Commission (FTC)
Flag Requests
General Services Administration (GSA)
Government Auctions
Grants
Greetings, Anniversary
Greetings, Birthday
Greetings, Marking Achievement
Healthcare
Healthcare, Military, Tricare
Healthcare, Veterans’
Homeland Security/Military, Coast Guard
Housing
Immigration
Immigration, U.S. Citizenship and Immigration Services (CIS)
Immigration, U.S. Immigration and Customs Enforcement (ICE)
Information Requests, general
Internal Revenue Service (IRS)
Legal Issues
Legislation, Constituent Opinion
Legislation, Constituent Proposals
Medicare
Medicare, Part D, Prescription Drug Coverage
Military/Homeland Security, Coast Guard
Military/National Guard, Air Force
Military/National Guard, Army
Military/National Guard, Navy
Military/Marine Corps
National Forests





Office of Personnel Management (OPM)
Passports
Patent Information
Post Office
Prisons
Rural Development
Scheduling
Service Academy Appointments
Service Academy Appointments, United States Air Force Academy (Colorado Springs)
Service Academy Appointments, United States Coast Guard Academy (New London)
Service Academy Appointments, United States Merchant Marine Academy (King’s Point)
Service Academy Appointments, United States Military Academy (West Point)
Service Academy Appointments, United States Naval Academy (Annapolis)
Small Business Administration (SBA)
Social Programs
Social Security
Travel
Tricare
U.S. Citizenship and Immigration Services (CIS)
U.S. Customs and Border Protection (CBP)
U.S. Immigration and Customs Enforcement (ICE)
Unemployment
United States Forest Service
Visas/Entry Permits, Education
Visas/Entry Permits, Emergency
Visas/Entry Permits, Work
Washington Visitors

Centers for Medicare and Medicaid Services
http://www.cms .hhs.gov/center/legi slative.asp
U.S. Citizenship and Immigration Services
http://tinyurl .com/usvla
Department of Veterans Affairs
http://www.va.go v/ oca/casework_USA.htm
U.S. Army
http://www.hqda.army.mil/ocll/





U.S. Marine Corps
http://hqi net001.hqmc.usmc .mil/OLA/consti tuent%20issues.htm
Tricare
http://www.tri ca re.osd.mil/planni ng/congress/case work.cfm
CRS Casework Web page, http://www.crs.gov/reference/general/casework.shtml.
CRS Report 98-446, Congressional Liaison Offices of Selected Federal Agencies, by Zina L.
Watkins and Carla Berry.
CRS Report RL32113, Congressional Intervention in the Administrative Process: Legal and
Ethical Considerations, by Morton Rosenberg and Jack Maskell.
CRS Report RL33213, Congressional Nominations to U.S. Service Academies: An Overview and
Resources for Outreach and Management, by R. Eric Petersen.
CRS Report RL33686, Roles and Duties of a Member of Congress, by R. Eric Petersen.
CRS Report RS20500, Medical Records Privacy: Questions and Answers on the HIPAA Rule, by
C. Stephen Redhead.
CRS Report RL33024, Private Immigration Legislation, by Margaret Mikyung Lee.
CRS Report RS22450, Procedural Analysis of Private Laws Enacted: 1986-2007, by Christopher
M. Davis.







As a Member of Congress, one of my most important responsibilities is to help constituents interact with the many
agencies and offices of the federal government. Staff in my office can provide you with basic information, such as a
federal agency phone number, and help you with governmental procedures, such as applying for a passport or visa. In
addition, my staff can help with matters involving other government agencies and programs, including
square4 military awards and commendations;
square4 veterans’ benefits;
square4 Social Security and Medicare benefits;
square4 immigration matters;
square4 federal worker injury compensation;
square4 small-business concerns;
square4 tax matters and the Internal Revenue Service;
square4 housing;
square4 student loans; and
square4 military academy applications.30
Although we cannot force an agency to expedite your case or act in your favor, we can frequently intervene to
facilitate the processes involved, encourage an agency to give your case consideration, and sometimes advocate for a
favorable outcome.
My office is unable to offer legal advice or recommend an attorney. The rules of the <HOUSE/SENATE> do not allow
me to intervene in or influence the outcome of cases that are under the jurisdiction of any court. Finally, my office 31
cannot intervene in matters under the jurisdiction of local or state governments. Although I cannot guarantee a
particular outcome, my staff and I will do our best to help you receive a fair and timely response regarding your
problem.
If I may be of assistance to you, please contact my ______ office at _______. I look forward to hearing from you.

29 This is a sample document and is not intended to be definitive. Any information may be deleted or modified as
appropriate to specific Member office policies and procedures.
30 The list of possible services is an example and does not represent the entire range of potential constituent services.
31 Some congressional offices offer limited assistance on matters related to state or municipal policies and services.






Dear <CONSTITUENT>:
Thank you for allowing me to assist with your case. Although I cannot guarantee a particular outcome, I want you to
know that my staff and I will do our best to help you receive a fair and timely response.
As my staff address your concerns, please bear in mind that they cannot force an agency to expedite your case or to
act in your favor. My office is not able to offer legal advice or recommend an attorney. The rules of the
<HOUSE/SENATE> do not allow me to intervene in, or influence the outcome of, cases that are under the
jurisdiction of any court. Finally, our office cannot intervene in matters under the jurisdiction of local or state 33
governments.
My staff and I are able to facilitate the processes involved, gain a fair hearing for your case, and sometimes advocate
for a favorable outcome. To begin the process, federal agencies require that I have a written and signed letter when
intervening on behalf of a constituent. This requirement falls under the provisions of the Privacy Act of 1974. The
letter must be signed by the person directly affected, unless the person is a minor, or a third party has a notarized
Power of Attorney.34 Once we have the release, we can begin to work on your case. If your case involves medical or
health-care information, my office may ask you to complete a release specifically authorizing access to medical
information necessary to resolve your case.
If you have any questions, please contact <STAFFER> at <PHONE>. My staff and I look forward to working with you.
Sincerely,

<MEMBER OF CONGRESS>

<CONSTITUENT>
<CONSTITUENT ADDRESS>
[Date]
To Whom It May Concern:

Pursuant to the Privacy Act of 1974, as amended, 5 U.S.C. 552a, I authorize the <FEDERAL DEPARTMENT OR
AGENCY> to provide information regarding my records to <MEMBER OF CONGRESS>.
<CONSTITUENT SIGNATURE>

32 This is a sample document and is not intended to be definitive. Any information may be deleted or modified as
appropriate to individual Member office policies and procedures.
33 Some congressional offices offer limited assistance on matters related to state or municipal policies and services.
34 Some congressional offices do not accept cases through a power of attorney.





Information Release
The Privacy Act of 1974 is a federal law designed to protect you from any unauthorized use and exchange of personal
information by federal agencies. Any information that a federal agency has on file regarding your dealings with the
United States government may not, with a few exceptions, be given to another agency or Member of Congress
without your written permission. Family members, friends, or other interested parties generally may not authorize on
your behalf the release of information covered by the Privacy Act.
Please describe the situation for which you are requesting assistance:



I hereby request the assistance of the Office of <REPRESENTATIVE/SENATOR> to resolve the matter described
above. I authorize <REPRESENTATIVE/SENATOR> and <HIS/HER> staff to receive any information that they might
need to provide this assistance.
The information I have provided to <SENATOR/REPRESENTATIVE> is true and accurate to the best of my
knowledge and belief. The assistance I have requested from <MEMBER>’s office is in no way an attempt to evade or 35
violate any federal, state, or local law.
SIGNED:__________________________________________DATE:____________
Name: (please print)________________________________Date of Birth:_________
Address:_____________________________________________________________
City:________________ State:_______________ Zip:__________
Day Telephone:____________________ Evening Telephone:________________
E-mail Address:_________________________
Federal Agency Involved:____________
Case Number (if applicable):____________


R. Eric Petersen
Analyst in American National Government
epetersen@crs.loc.gov, 7-0643




35 Some congressional offices require constituents to certify that their case requests are lawful. This certification is not
required under the Privacy Act. Some agencies may pursue civil or criminal remedies against constituents who do not
provide truthful information when seeking public benefits or assistance.