When a Congressional seat becomes vacant, due to a Member leaving office or passing away, one of the most complex but important elements of a transition is handing off casework.

A productive working relationship with the Member's communications team can help act as a force multiplier for a casework team’s efforts.

In its simplest form, casework is when Members of Congress and their staff work on behalf of constituents to resolve difficulties with federal agencies.

Designing a thoughtful team structure and standard operating procedures is crucial for supporting both constituents and caseworkers.

A solid, welcoming intake process can make the rest of a case easier by building trust with the constituent.

Building professional working relationships with agency liaison staff is critical to a casework team’s success.

Closing a case is the last opportunity to make a good impression with the constituent.

Members of Congress and casework teams have an important ethical obligation to handle constituent data responsibly.

By better understanding what the US government typically does in emergency situations, casework teams can rapidly respond to urgent constituent inquiries.

An introduction to the legislative toolkit available to Congressional offices, tips for caseworkers on how to build productive relationships with legislative counterparts and make smart casework asks, and how casework expertise can contribute to strengthening a team’s legislative work.

Incorporating data into casework strategy can offer valuable insights for optimizing efforts, addressing emotional demands, and fostering collaboration among team members.

Analyzing the casework process from a constituent’s perspective can be a helpful tool for casework teams to evaluate their operations. Journey mapping can be part of the design process for starting a new office, or a mid-Congress check-in to find places to improve.