POPVOX Foundation releases report on Congressional casework during Afghanistan withdrawal
“American Ingenuity: Congressional Casework in the Afghanistan Withdrawal,” a new report from the nonpartisan POPVOX Foundation, details the extraordinary efforts of Congressional caseworkers working in collaboration with federal agency staff and non-governmental organizations to facilitate the evacuation of thousands of Americans and American allies during the chaotic US withdrawal from Afghanistan. POPVOX Foundation will bring together current and former caseworkers who handled this extraordinary period to share their experience and discuss recommendations outlined in the report in a Capitol Hill panel discussion on February 15.
Authored by former Congressional caseworker and POPVOX Foundation Deputy Director Anne Meeker, “American Ingenuity” is informed by in-depth interviews with caseworkers from both sides of the aisle and both chambers on how they handled inquiries from desperate Americans and American allies on the ground in Afghanistan who faced imminent death if they could not safely evacuate Kabul.
Caseworkers, Congressional staff based in district offices who work on behalf of constituents to resolve problems with federal agencies, handle some of the most technically and emotionally demanding front-line constituent engagement in Congressional service, from tracking down missing tax returns and delayed VA benefits to resolving Social Security overpayments, and more. And yet, they are often overlooked and omitted from the policymaking process.
The trauma of responding to life-or-death scenarios in the aftermath of the Afghanistan withdrawal took a toll on their mental health, symptoms of which persist today.
“Caseworkers are the unsung heroes performing vital constituent services with little recognition or institutional support,” said POPVOX Foundation Deputy Director Anne Meeker. “Their creativity and dedication during the Afghanistan withdrawal saved lives. We hope this report spurs further efforts to support caseworkers, modernize casework capabilities, and to strengthen Congress’ capacity to serve.”
Meanwhile, Members of Congress from both sides of the aisle have responded positively to POPVOX Foundation’s reporting on the role of Congressional caseworkers, stating:
“Caseworkers are problem solvers. As Chairman of the Committee on House Administration, I’m focused on providing staff with the resources they need to serve constituents efficiently and effectively. The Subcommittee on Modernization led by Chairwoman Bice has been instrumental in helping modernize this institution to better serve every American and I look forward to seeing their work continue.”
“Amid the unprecedented challenges presented by the American withdrawal from Afghanistan, Congressional caseworkers displayed the very best of American resourcefulness and compassion. Their efforts under extreme pressure and in the most difficult of circumstances underscore the essential nature of a well-functioning constituent services operation in every state and district. This report highlights the invaluable contributions of caseworkers during the withdrawal from Afghanistan. Also, it is a call to action for the modernization and overall improvement of our government’s ability to solve problems on behalf of the American people. Congress must heed this call to ensure staff are always properly equipped and well supported to handle any crisis with the same dedication and effectiveness demonstrated in August 2021.”
“Going above and beyond to assist constituents is part of my team’s DNA. There is nothing that gives me greater pride than knowing my team wakes up every day focused on how they can help others. I applaud not only my colleagues, but other caseworkers across Congress, for their dedication to help Americans and our allies.”
“I will never forget how my staff moved heaven and earth to help save lives during the fateful withdrawal from Afghanistan. The emotional and physical toll was very real, but we were all determined to evacuate as many Americans and Afghan allies as we could amidst the confusion and danger posed by the Taliban. POPVOX Foundation is doing incredible work to shine a light on the selfless dedication of caseworkers from all corners of Congress. This is what true public service looks like, and the more we can study these efforts, the more we can improve how our offices operate in future crises.”
“The Congressional caseworkers engaged in the #AfghanEvac effort have displayed unwavering dedication over the course of the last 2+ years since the fall of Kabul. From diverse backgrounds and representing states all across the nation, caseworkers in both chambers and from both sides of the aisle have been vital to this mission since August 2021. This report celebrates their invaluable contributions and resilience, ensuring that future caseworkers are equipped with the necessary tools and insights to provide those who reach out for assistance with the help they need. Their efforts, and the efforts of all involved, reflect the rich tapestry of American values and have created a lasting, generational impact.”
POPVOX Foundation’s report identifies a crisis of communication and coordination between federal agencies and Congressional constituent services staff that exacerbated the dire situation. Uneven distribution of cases overtaxed some Congressional offices, and lack of public information drove constituents to flood Congressional phone lines for updates. While this was exaggerated in the Afghanistan withdrawal, it reflects ongoing challenges for Member offices in handling casework surges, particularly in disasters.
“American Ingenuity” also describes the resilience and resourcefulness of caseworkers, who rapidly self-organized across partisan lines, leveraging technology to share information and develop new and resilient structures to collaborate across chambers and offices as well as with agencies and NGOs.
To better support caseworkers in future crises, POPVOX Foundation issued several recommendations, including:
establishing a nonpartisan Casework Liaison Office in the US House of Representatives
funding the House Digital Services’ data aggregator pilot to improve oversight via a real-time overview of constituent problems with federal agencies
developing minimum standards for agency responsiveness
more robust mental health resources tailored to casework trauma
POPVOX Foundation has been at the forefront of research and modernization efforts around Congressional casework since its founding in 2021. POPVOX Foundation’s Casework Navigator program provides resources to support caseworkers and elevate casework expertise as a vital component of Congress’s oversight responsibility. POPVOX Foundation Deputy Director Anne Meeker also previously testified to the House Select Committee on the Modernization of Congress on constituent services, and has written extensively on Congressional casework and pathways for modernization.
POPVOX Foundation is a 501(c)3 nonprofit organization with a mission to inform and empower people and make government work better for everyone. This includes reimagining the concept of civic infrastructure, and providing new ways for government to share information and engage the public, with an emphasis on diverse participation and rebuilding public trust.
POPVOX Foundation works with governments to address the challenges presented by the constantly evolving landscape of technology and society, known as "pacing problems." Through collaborations with researchers, government officials, and other stakeholders, the foundation aims to advance innovative solutions that facilitate effective oversight, transparency, accountability, and accessibility, ensuring efficient and effective governance.
