Representative Lauren Underwood (D-IL)
Representative Dusty Johnson (R-SD)
Representative Lauren Underwood (D-IL)
In the office of Rep. Lauren Underwood, congressional staff report they are guided by the following values: service, integrity, responsiveness, productivity, accessibility, kindness, and excellence. Staff live out these values daily in service to constituents, ensuring interactions are frequent and transparent – constituents with open casework hear from the office regularly, regardless of whether the federal agency has provided a response. The office's casework handbook includes a thorough and logistical overview geared towards new staff or interns, with content including the lifecycle of casework, how to log postal mail, and how to open a case in the office's database. In under four years in office, Rep. Underwood has closed 5,573 cases, recovered $24,628,317 on behalf of constituents, and hosted close to 20 virtual workshops, guiding constituents through interactions with the federal government and providing best practices for issues such as signing up for Medicare, filing taxes, or achieving a small business certification. The office uses social media to both promote and often host these educational events, which feature experts in the field to answer constituent questions. Students attaining their master's degree in social work join the office as fellows, which helps not only give the students a solid understanding of casework and congressional resources, but also builds knowledge and confidence in the office as they train the next generation of caseworkers. This is especially important when dealing with difficult cases, such as helping a constituent receive emergency eligibility for Medicare, assisting citizens obtaining emergency services abroad, or even helping a 96-year-old WWII Veteran finally receive his Bronze Star – all of which Rep. Lauren Underwood's office report they successfully managed. The office is working on expanding their outreach in new areas. Since the district was recently redistricted, 70% of the constituency is new. Acknowledging the need with new constituents, the office now has a bilingual district staffer who works on casework and translates forms and documents into Spanish. The office is also continuing to build its library of culturally relevant materials and resources to serve the entire district.
Representative Dusty Johnson (R-SD)
The office of Rep. Dusty Johnson notes that “stewardship” is one of the top values the office follows. The team reports going above and beyond their job descriptions to provide high-quality customer service to their constituents. This manifests itself in several ways, including connecting constituents with the governor's office for state-related matters and helping constituents find access to food and shelter through local agencies and support systems. The office relies heavily on casework review survey responses to make tweaks to their process and ensure constituents have the same experience regardless of which district staffer handles their case. Their efficiency and effectiveness are reflected in the consistent, positive responses they have received. In 2022, 96% of constituents had a positive experience with their office, 97.4% of constituents reported having a positive experience in 2021, and 95.5% had a positive interaction in 2020. The office sends these quarterly casework review surveys to each completed case – asking about interactions with staff, overall outcomes, and timeliness of responses. The team also implemented an online privacy release form, saving constituents valuable time in the initial casework processing stages. In addition to surveys, the office conducts town halls with constituents, both in-person and virtually, as well as creating innovative ways to reach constituents during uncertain times. They developed "Drive-Thru Dusty Town Halls" as a safe alternative to meet with constituents during the COVID-19 pandemic. After advertising in local newspapers that Rep. Johnson was going to be hosting a socially distanced town hall, constituents would "drive-thru" and talk to him in a parking lot for as long as they needed. The office was able to reach many constituents in a safe manner. Internally, the office created a casework manual that is particularly helpful in onboarding new employees and interns, as well as an interactive casework contact book that allows staff members to continually update agency liaison contact information. The office has allowed district team memb ers to specialize in areas that personally interest them. While their caseworkers are generalists, specialization has resulted in more meaningful and knowledgeable conversations with constituents.
