Senator Marco Rubio (R-FL)

To the office of Senator Marco Rubio (R-FL), human interaction remains the most important component in assisting and resolving constituents' issues. It is about operationalizing constituent empathy – identifying with a constituent's emotional need, understanding the reasons behind that need, and responding to it effectively and appropriately. Staff is motivated to look for creative solutions by giving every constituent issue the attention it requires to assist in a positive outcome.

The office has established a goal to go from "Good to Great". This is supported by their mission and culture, staff's unique contributions, and their commitment to excellence. A white paper was developed outlining the importance of constituent satisfaction and the components for achieving it. This provided the Good-To-Great framework to define the office's principles for constituent service and satisfaction – Deliver Superior Performance, Make a Distinctive Impact, and Achieve Lasting Endurance.

The Senator believes that serving constituents does not end with a congressional inquiry. For him, constituent service is more a ministry than an obligation. It is helping the individual about to become homeless, the parent needing medication for a child, etc. On several occasions, the Senator has stated, "My goal is to be the best senator Florida ever had and certainly the most consequential. Our constituent work is the most important work we do. It is helping real people in real ways."

Representative Mike Kelly (R-PA-16)

As a Member who has spent more than 40 years in a competitive retail business, Representative Mike Kelly (R-PA-16) understands the importance of providing quality and efficient service to his customers. When the congressman was first elected to the House, one of the first directives to the staff was to build "the best service department in Western Pennsylvania." Constituent service has been the office's top priority since Day One.

The office begins every all-staff conference call with a "Weekly Win." Every Weekly Win, which usually comes through a letter of thanks written by a constituent who had a positive outcome and/or experience with one of our staff. The Member/Chief of Staff reads the correspondence at the start of the call and highlights the staffer who was responsible for handling the case in question.

The office regularly recognizes a "3rd District Community Champion" to honor someone in the district who would not typically receive recognition for the community work he or she does. To ensure that constituent service remains a priority throughout the organization, the office makes it a priority to hire from within the organization whenever there is a staff opening, from both their district and DC offices.

Representative Susan A. Davis (D-CA-53)

In the office of Representative Susan Davis (D-CA-53) outstanding constituent service starts with hiring staff who share their mission to serve the public. The office intentionally and methodically hires people who represent not just the plurality of the district, but different corners and constituencies within the district and who speak the most common languages of their district.

Disasters, difficult economic times, and changes in policy have created the need for special types of assistance over the years and the office has been there for their constituents. During the wildfires they coordinated the delivery of dust masks. After the implementation of the Affordable Care Act they hosted several events with experts to answer constituent questions and help them enroll. During the housing crisis hundreds of constituents facing foreclosure contacted their office for assistance. The office assigned a lead caseworker to learn all they could, develop procedures, and help the constituents save their homes. As part of the border region, the district was impacted heavily by the implementation of the Western Hemisphere Travel Initiative, which required passports for crossing the U.S. – Mexico border. Again, their office was inundated with requests so they assigned a lead caseworker to help constituents navigate the process and obtain their passports as quickly as possible.

Representative Ro Khanna (D-CA-17)

The office of Representative Ro Khanna (D-CA-17) represents the only majority Asian district in the continental United States, and as a result manages an unusually high number of cases that fall into the general category of immigration. These cases constitute over 80% of their constituent services work, and the constituents are often frightened and sometimes desperate. Personal interactions with constituents, therefore, play a significant role in their district.

Due to the diverse origins of their constituents and the heavy immigration-related case load, the office places a premium on language ability in both their interns and permanent staffers. To address these unique constituent needs, they have hired staffers with fluency in in Tagalog, Mandarin, Vietnamese, Hindi, and Russian, among others.

The Khanna office held 913 district events in 2018, including monthly town hall meetings, and responded to 32,000 constituent messages. Finally, the office continually updates their "Wall of Fame", where emails of thanks from constituents are posted. They have received so many notes from appreciative constituents that they have now spread to a second Wall.