Casework in a Congressional Office
April 13, 2023
In a congressional office, the term
casework refers to the response or services that
Members of Congress provide to constituents who request assistance. Each year,
R. Eric Petersen
thousands of constituents turn to Members of Congress with a wide range of requests,
Specialist in American
from the simple to the complex. Members and their staffs help constituents deal with
National Government
federal and state administrative agencies and some private entities by acting as
facilitators and, in some cases, advocates.
Sarah J. Eckman
Analyst in American
Members of Congress determine the scope of their constituent service activities.
National Government
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. Casework activities may also be viewed as part of an outreach
strategy to build political support, or 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 institutional 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, 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. 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 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 https://www.crs.gov/Resources/Casework.
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Casework in a Congressional Office
Contents
Introduction ..................................................................................................................................... 1
House and Senate Rules Governing Casework ............................................................................... 2
Casework and the Courts .......................................................................................................... 2
Constituent Service Staff ................................................................................................................. 3
Case Management ........................................................................................................................... 3
Constituent Privacy Protections ................................................................................................ 4
The Privacy Act ......................................................................................................................... 4
HIPAA ....................................................................................................................................... 4
Immigration Casework .............................................................................................................. 5
The CASES Act......................................................................................................................... 5
Establishing Procedures: A Casework Manual ................................................................................ 5
Introduction to Casework .................................................................................................... 6
Office Organization ............................................................................................................. 6
Casework Rules and Practices ............................................................................................ 6
Step-by-Step Considerations of Casework Activities ............................................................... 6
Intake .................................................................................................................................. 6
Office Procedures ................................................................................................................ 7
Working with Constituents.................................................................................................. 7
Case Management and Scheduling ..................................................................................... 7
Working with Agencies ....................................................................................................... 8
Closing out Casework ......................................................................................................... 8
Casework Records ..................................................................................................................... 8
Agencies for Which Casework Services Might be Requested ........................................................ 8
CRS Resources .............................................................................................................................. 10
Sample Documents and Release Forms ......................................................................................... 11
Additional Text Related to Opening a Case ...................................................................... 12
Contacts
Author Information ........................................................................................................................ 15
Congressional Research Service
Casework in a Congressional Office
Introduction
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, with Members of Congress providing services since the early 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 federal and state administrative agencies, as well
as private entities, by acting as facilitators, and, in some cases, advocates. Typical casework
requests include the following:
applying for or following up on the progress of various federal benefits including
Social Security, veterans’, education, economic support, and other benefits;
seeking assistance for those immigrating to the United States or applying for U.S.
citizenship;
explaining government activities or decisions;
applying to a military service academy;1 and
seeking relief from a federal administrative decision.
All congressional offices carry out some type of casework. In addition to providing services to
individual constituents, some congressional offices also consider their liaison activities between
the federal government and local governments or businesses concerned about the effects of
federal legislation or regulation to be casework. Other congressional offices may include
interactions with communities and nonprofit organizations seeking federal grants or other
assistance as casework.2
Members of Congress determine the scope of their constituent service activities as part of the
larger process of determining how to carry out their congressional duties.3 Casework is conducted
for various reasons, including constituent demand and broadly held understandings among
Members and their staff that casework is integral to the representational duties of a Member of
Congress. Others believe that casework activities can be part of an outreach strategy to build
political support among constituents. As a consequence of differing perspectives, the level and
intensity of congressional casework might vary among Member offices.
Casework might also be seen by some as an evaluative stage of the legislative process. Some
suggest that casework inquiries can provide Members of Congress with a micro-level view of
executive agency activities, affording them 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 require additional
institutional oversight, or further legislative consideration.
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
1 See CRS Report RL33213,
Congressional Nominations to U.S. Service Academies: An Overview and Resources for
Outreach and Management.
2 Information on congressional grants work is available in CRS Report RL34035,
Grants Work in a Congressional
Office; and CRS Report RL34012,
Resources for Grantseekers.
3 See CRS Report RL33686,
Roles and Duties of a Member of Congress: Brief Overview; and CRS Report R44726,
Constituent Services: Overview and Resources.
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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
https://www.crs.gov/Resources/Casework.
House and Senate Rules Governing Casework
Each chamber has rules and guidelines regarding its Members’ casework activities. House
standards regarding casework services are discussed in the
House Ethics Manual.4 Senate Rule
XLIII and the
Senate Ethics Manual establish parameters for casework services in that chamber.5
In each chamber, at the request of a constituent or petitioner for assistance, a Member of
Congress may do the following:
request information or a status report;
Constituent Casework Expectations
urge prompt consideration;
One challenge to congressional casework is the widely
held public perception that Members of Congress can
arrange for interviews or
initiate a broad array of actions resulting in a speedy,
appointments;
favorable outcome. The rules of the House and Senate,
express judgments;
and laws and regulations governing federal executive
agency activities, closely limit the extent of an
call for reconsideration of an
intervention made on behalf of a constituent. When
administrative response that the
conducting casework, congressional staff cannot force
Member believes is not reasonably
an agency to expedite a case or act in favor of a
supported by statutes, regulations, or
constituent. Congressional staff may intervene to
facilitate the appropriate administrative processes
considerations of equity or public
involved, encourage an agency to give a case
policy; or
consideration, and sometimes advocate for a favorable
outcome. Some congressional offices address
perform any other service of a similar
constituent expectations throughout casework
nature consistent with the provisions
encounters.
of the rules of the House or Senate.
Among other things, Senate Rule XLIII 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
improperly pressure agency officials.6
Casework and the Courts
Casework is generally not something that draws Members of Congress or their staff, acting in
their official capacity, into a proceeding before the courts. The
Senate Ethics Manual describes
constituent service as something that occurs in the executive branch, and is silent on service
4 See U.S. Congress, House Committee on Ethics,
House Ethics Manual, 2022 Print, 117th Cong., 2nd sess., 2022, pp.
299-322, at https://ethics.house.gov/sites/ethics.house.gov/files/documents/2022/House-Ethics-Manual-2022-Print.pdf.
5 Senate Rule XLIII, at https://www.rules.senate.gov/rules-of-the-senate#D694623C-BA95-9DAD-5C90-
8277B7DD9A9E; and 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.
6
House Ethics Manual, pp. 300-316.
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before the courts.7 Guidelines in the
House Ethics Manual provide a range of options to Members
who might choose to participate in judicial proceedings.8
Constituent Service Staff
Decisions regarding staff employment in congressional offices rest with each Member of
Congress, subject to applicable law and chamber rules. When seeking staff, Members of Congress
have specified a number of job titles related to constituent service and casework, including, but
not limited to, Caseworker; Constituent Services Representative; District, Field, or Regional
Representative; Field Representative/Caseworker; or Regional Coordinator. While the particular
job responsibilities can vary across offices, Members of Congress have ascribed the following
duties to staff in those positions:
respond to casework inquiries from constituents;
act as a liaison with federal, state, and/or local agencies on behalf of constituents;
respond to casework correspondence; and
monitor and update the Member and district or state director on issues within the
staffer’s areas of responsibility. 9
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 and governing
potential agency actions;
build relationships with federal agency personnel; and
serve as a neutral facilitator between the constituent and agency.
Individuals who work as caseworkers come from a variety of backgrounds and levels of
professional experience. Members seeking constituent service staff typically seek out applicants
who are motivated, patient, and adaptable, and who demonstrate good organizational skill,
discretion, and a sense of humor. Caseworkers typically learn the policies and procedures through
which agencies operate to provide services or benefits, and work with constituents whose requests
are sometimes made with a high level of personal and emotional engagement.
Case Management
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;
7 U.S. Senate, Select Committee on Ethics,
Senate Ethics Manual, p. 178, available at http://ethics.senate.gov/
downloads/pdffiles/manual.pdf.
8 See U.S. Congress, House Committee on Ethics,
House Ethics Manual, 2022 Print, 117th Cong., 2nd sess., 2022, pp.
311-312, at https://ethics.house.gov/sites/ethics.house.gov/files/documents/2022/House-Ethics-Manual-2022-Print.pdf.
9 See CRS Report R46262,
Congressional Staff: Duties, Qualifications, and Skills Identified by Members of Congress
for Selected Positions.
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the manner in which an office defines casework;
office strategy for outreach, including decisions regarding the solicitation of
casework; and
Member priorities.
Constituent Privacy Protections
Federal law and agency regulations can affect congressional access to casework-related
information held by executive branch agencies. Two main laws, the Privacy Act of 197410 and the
Health Insurance Portability and Accountability Act of 1996 (HIPAA),11 protect constituent
records in a variety of casework scenarios. The Privacy Act, discussed in greater detail below,
affects most 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. Other federal laws and agency regulations may protect certain constituent
information in agency records.12 Regulations issued by the Department of Homeland Security
(DHS), for example, may affect constituents with immigration concerns.
The Privacy Act
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 from the constituent requesting assistance.13 Sample authorizations
are included below.
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. 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 limiting access to casework correspondence files, including working drafts of
correspondence, to office personnel assigned to constituent service duties.
HIPAA
Rules promulgated under HIPAA 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.14 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;
10 P.L. 93-579, 5 U.S.C. 552a.
11 P.L. 104-191, 42 U.S.C. 201 note.
12 For example, 26 U.S.C. 6103 addresses confidentiality and disclosure of taxpayer returns and return information by
the Internal Revenue Service (IRS).
13 Some congressional offices also provide casework services related to nonfederal issues. In these circumstances, state
or municipal regulations related to privacy protection may need to be addressed to provide assistance to constituents.
14 45 C.F.R. Parts 160, 164.
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medical services to military members injured on active duty, or to military members, their
dependents, and retirees through TRICARE;15 workers’ compensation; and immigration.
Some agencies have determined that congressional requests for medical information related to
casework inquiries require a HIPAA release. Procedures for securing patient consent to release
information or to provide information to third parties may vary from agency to agency.
Immigration Casework
Access to information related to immigration cases may be governed by the Privacy Act, HIPAA,
or regulations of DHS. Constituents with cases before DHS entities, including United States
Citizenship and Immigration Services (USCIS) and United States Immigration and Customs
Enforcement (USICE), might be requested to complete an agency-specific form instead of or in
addition to a Privacy Act release before DHS immigration-related entities will communicate with
congressional offices.16
The CASES Act
The Creating Advanced Streamlined Electronic Services for Constituents Act of 2019, or the
CASES Act,17 is intended to modernize and simplify what has been an inconsistent and variable
process of obtaining an individual’s written consent for information disclosure. The act would
enable citizens to provide electronic authorization to additional parties, including Members of
Congress for assistance with casework matters, replacing requirements and informal practices for
verbal or email authorizations, or “wet” signatures on paper forms.
The CASES Act required the Office Management and Budget (OMB) to issue guidance requiring
agencies to accept electronic identity proofing and authentication processes that citizens could use
to consent to gaining personal access to, or the disclosure of, an individual’s records in possession
of a federal agency to another party; and requiring each agency to accept electronic consent and
access forms.
Agencies were required by November 21, 2021, to comply with OMB implementation guidance.
The extent to which agencies have complied with congressional and OMB requirements is
questionable,18 and it does not appear that most agencies are able to consistently accept Privacy
Act or other privacy releases.
Establishing Procedures: A Casework Manual
Based on the priorities identified in individual congressional offices, many offices compile
documentation to clarify policies related to casework. Having a manual or established protocol
can help offices ensure consistency in their casework practices. 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
15 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.mil/.
16 Further information for congressional offices is available from USCIS at https://www.uscis.gov/congress/.
17 P.L. 116-50, 5 U.S.C. 101 note.
18 For further consideration of the CASES Act, see CRS In Focus IF12382,
The CASES Act: Implementation
Challenges, and CRS In Focus IF12159,
The CASES Act: Implementation and Issues for Congress.
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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.
Introduction to Casework
This section of the manual could be where congressional offices explain their approach to
constituent service. This section could also explain 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?
Office Organization
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?
Will caseworkers work on specific agency/issue areas or will they all be
generalists?
Who supervises caseworkers, and what is the extent of that supervision?
Where does casework fit in the office organization?
Casework Rules and Practices
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, or the
House Ethics Manual, Chapter 8, “Casework,” available at
https://ethics.house.gov/house-ethics-manual. 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 Ethics Committee, as
appropriate;
practices for storing casework records;
a review of office security and personal safety procedures; and
strategies for dealing with people who may be uncooperative, scared, angry, etc.
Step-by-Step Considerations of Casework Activities
Intake
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 descriptions of the problem according to the constituent and related
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documentation, as well as the release of personal information from agencies under various
authorities (see
“Sample Documents and Release Forms” below) as appropriate, if necessary.
Questions that might be addressed in developing procedures for the intake process include the
following:
Office Procedures
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?
How will case requests made during outreach and other public events be
incorporated into the casework system?
Working with Constituents
As part of 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:
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, or are legally
appointed as a guardian 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?
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?
What procedures need to be in place to address potentially high-profile cases?
Case Management and Scheduling
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 a constituent remain active?
Who has access to the constituent correspondence management system (CMS)
for reviewing cases, updating records, and closing and archiving files?
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Working with Agencies
At the end of the intake process, it is necessary to identify and contact the appropriate agency to
address the constituent’s concerns. Preliminary information on agencies with congressional
liaison offices can be obtained from CRS’s directory of Congressional Liaison Offices of Selected
Federal Agencies, at http://www.crs.gov/resources/liaisonoffices/. 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 the agency?
How much time will the office allow between initial agency contact and
subsequent follow up?
How much time will the office allow between receiving the agency’s response
and communicating the response to the constituent?
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.)
Closing out Casework
How will the office communicate the agency’s final response to the constituent?
How long, and in what format, will the office maintain records regarding the
case?
Will the office track casework outcomes, and, if so, how?
Casework Records
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
in a Member’s office to be the personal property of the Member,19 and policies regarding
casework records are at the discretion of individual Member offices.
Agencies for Which Casework Services Might be
Requested
American Battle Monuments Commission
Department of Labor
AmeriCorps (Corporation for National and Community
Occupational Safety and Health Administration
Service)
Amtrak
Office of Administrative Law Judges
Appalachian Regional Commission
Office of Disability and Employment Policy
Central Intelligence Agency
Office of Workers’ Compensation Programs
19 House Rule VII (6)(b); 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. Guidance for House offices
is available from U.S. House,
Records Management Manual for Members, at https://housenet.house.gov/sites/
housenet.house.gov/files/documents/member-archives-manual.pdf.
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Commission on Fine Arts
Department of State
Commodity Futures Trading Commission
Bureau of Consular Affairs
Consumer Financial Protection Bureau
Department of the Interior
Department of Agriculture
Bureau of Indian Affairs
Agricultural Marketing Service
Bureau of Land Management
Animal and Plant Health Inspection Service
Bureau of Reclamation
Farm Service Agency
Fish and Wildlife Service
Food and Nutrition Service
National Park Service
Food Safety and Inspection Service
Department of the Treasury
Forest Service
Alcohol and Tobacco Tax and Trade Bureau
Rural Housing Service
Bureau of the Fiscal Service
Department of Commerce
Comptrol er of the Currency
Economic Development Administration
Financial Crimes Enforcement Network
International Trade Administration
Internal Revenue Service
Minority Business Development Agency
Office of Foreign Assets Control
National Institute of Standards and Technology
Department of Transportation
National Telecommunications and Information
Federal Aviation Administration
Administration
Patent and Trademark Office
Department of Veterans Affairs
U.S. Census Bureau
National Cemetery Administration
Department of Defense
Veterans Benefits Administration
Defense Counterintelligence and Security Agency
Veterans Health Administration
Defense Finance and Accounting Services
Election Assistance Commission
Defense Intelligence Agency
Environmental Protection Agency
Defense Logistics Agency
Equal Employment Opportunity Commission
Joint Chiefs of Staff
Fannie Mae
National Geospatial-Intelligence Agency
Farm Credit Administration
National Guard Bureau
Federal Communications Commission
National Security Agency/Central Security Service
Federal Deposit Insurance Corporation
U.S. Air Force
Federal Election Commission
U.S. Army
Federal Housing Finance Agency
Arlington National Cemetery
Federal Labor Relations Authority
Office of Army Cemeteries
Federal Maritime Commission
U.S. Army Corps of Engineers
Federal Retirement Thrift Investment Board
U.S. Marine Corps
Federal Trade Commission
U.S. Navy
Freddie Mac
U.S. Space Force
General Services Administration
Department of Education
Legal Services Corporation
Department of Energy
Library of Congress
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Department of Health and Human Services
U.S. Copyright Office
Centers for Disease Control and Prevention
Merit Systems Protection Board
Centers for Medicare and Medicaid Services
National Aeronautics and Space Administration
Food and Drug Administration
National Archives and Records Administration
Health Resources and Services Administration
National Endowment for the Arts
Indian Health Service
National Endowment for the Humanities
National Institutes of Health
National Labor Relations Board
Substance Abuse and Mental Health Services
National Science Foundation
Administration
U.S. Public Health Service
National Transportation Safety Board
Department of Homeland Security
Occupational Safety and Health Review
Commission
Citizenship and Immigration Services Ombudsman
Office of Personnel Management
Federal Emergency Management Agency
Office of Special Counsel
Transportation Security Administration
Peace Corps
U.S. Citizenship and Immigration Services
Pension Benefit Guaranty Corporation
U.S. Coast Guard
Railroad Retirement Board
U.S. Customs and Border Protection
Sallie Mae
U.S. Immigration and Customs Enforcement
Securities and Exchange Commission
Department of Housing and Urban Development
Selective Service System
Federal Housing Administration
Small Business Administration
Department of Justice
Smithsonian Institution
Bureau of Alcohol, Tobacco, Firearms, and Explosives
Social Security Administration
Bureau of Prisons
Tennessee Valley Authority
Drug Enforcement Administration
U.S. Commission on Civil Rights
Federal Bureau of Investigation
U.S. Consumer Product Safety Commission
Office of Justice Programs
U.S. Postal Service
U.S. Marshals Service
CRS Resources
The CRS Casework Resources Webpage, available at https://www.crs.gov/resources/casework,
provides a number of reports, links to websites, and other materials that may be of assistance to
congressional constituent service staff.
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Sample Documents and Release Forms20
Sample Constituent Guide/Newsletter Piece/Outreach Handout
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
military awards and commendations;
veterans’ benefits;
Social Security and Medicare benefits;
immigration matters;
federal worker injury compensation;
small-business concerns;
tax matters and the Internal Revenue Service;
housing;
student loans; and
military academy applications.
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 cannot intervene in matters under the jurisdiction of local or state governments. Although I cannot
guarantee a particular outcome, my staff and I wil 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.
Initial Correspondence with Constituents Opening a Case
Dear <CONSTITUENT>:
Thank you for contacting me about your concerns with <AGENCY> and its actions regarding <BRIEF SUMMARY
OF PROBLEM>. I appreciate the opportunity to assist you.
My office can frequently intervene to facilitate the processes involved, encourage an agency to give your case
consideration, and sometimes advocate for a favorable outcome. As my staff address your concerns and work to
secure a response from <AGENCY>, please bear in mind that the rules of the <HOUSE/SENATE> do not allow
me to 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, or 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 governments.21
To begin the process, please sign and return the enclosed form allowing <AGENCY> to release information about
your case to my office. This requirement falls under the provisions of the Privacy Act of 1974. The release must
20 The following are sample documents and are not intended to be definitive. Any information may be deleted or
modified as appropriate to specific Member office policies and procedures.
21 Some congressional offices offer assistance on matters related to state or municipal policies and services. If a
congressional office does not address these matters, an office might choose to provide contact information for the
appropriate local or state officials here.
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be signed by the person directly affected, unless the person is a minor, or a third party has a notarized power of
attorney. 22 Once we have the release, we can begin to work on 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>
Additional Text Related to Opening a Case
Some offices may wish to provide or request additional information to facilitate case management. Examples of
sample text for selected purposes might include specifying methods of communication, agency-specific information
that might be helpful, or how to manage health care information.
Supplement 1 to Initial Correspondence: Preferred Contact
For us to better assist you, please provide, in writing, a summary of the problem you are facing with <FEDERAL
AGENCY>. A written statement helps ensure that we have a record of all the pertinent details that the agency
wil need. Please mail your information to <OFFICE MAILING ADDRESS>, or you can e-mail it to <STAFF
NAME> at <STAFF E-MAIL ADDRESS>.
Supplement 2 to Initial Correspondence: Provide Information (Generic)
In order for us to better work with the agency on your behalf, please provide my office with any pertinent
information or claim numbers in your correspondence, such as
- your Social Security number, if your case involves the Social Security Administration;
- your A# or case number, if your case involves immigration or visa matters;
- your service number from the military, if your case involves military member benefits; or
- your claim number from the Department of Veterans Affairs, if your case involves veterans’ benefits.
If you have received any related correspondence or documents from the agency involved, please send those to us
as well. My office conducts most of its correspondence via <EMAIL/MAIL>, and it would help us work most
efficiently if you would communicate with us this way. Please send your materials to <STAFF NAME> at
<EMAIL/MAILING ADDRESS>.
Supplement 3 to Initial Correspondence: Agency-Specific Requests
For the <AGENCY NAME> to process your case, you must complete a <FORM NAME> from the agency. The
<AGENCY NAME> wil not respond to any inquiries from my office without it. This form is available online at
<AGENCY WEBSITE>, or you may request one through my office.
Supplement 4 to Initial Correspondence: Healthcare Information
Since your case involves medical or healthcare information, we also ask that you complete the enclosed release
specifically authorizing access to the medical records necessary to resolve your case, as required by the Health
Insurance Portability and Accountability Act of 1996 (HIPPA).
22 Some congressional offices do not accept cases through a power of attorney. Some agencies may or may not accept a
power of attorney provided through a congressional office.
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Simple Privacy Act Release Form
<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>
Sample Privacy Act and HIPAA Release Form
<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>. Pursuant to the Health
Insurance Portability and Accountability Act of 1996 (HIPAA), as amended, 42 U.S.C. 1320d, I authorize the
release to <MEMBER OF CONGRESS> of any protected health information related to my case that may be held
by<FEDERAL DEPARTMENT OR AGENCY> to assist in resolving my case.
<CONSTITUENT SIGNATURE>
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Case Information and Privacy Act Release Form
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. Specific protections of health care information are established in the
Health Insurance Portability and Accountability Act of 1996 (HIPAA). Some agencies might require additional
protections to ensure that your personal information is protected. Family members, friends, or other interested
parties generally may not authorize on your behalf the release of information covered by the Privacy Act, HIPAA
or agency practices.
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 violate any federal, state, or local law.23
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):____________
Response Correspondence 1: Completed Response from Agency
Dear <CONSTITUENT>,
The attached <LETTER/E-MAIL> was received from <AGENCY> in response to my recent inquiry on your behalf.
I hope the information provided is helpful.
If I may be of further assistance, please contact me.
Sincerely,
<MEMBER OF CONGRESS> or <CONGRESSIONAL STAFF>
23 Some congressional offices require constituents to certify that their case requests are lawful. This certification is not
required. Some agencies may pursue civil or criminal remedies against constituents who do not provide truthful
information when seeking public benefits or assistance.
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Response Correspondence 2: Partial/Interim Response from
Agency
Dear <CONSTITUENT>,
The attached <LETTER/E-MAIL> was received from <AGENCY> in response to my recent inquiry on your behalf.
While this is not a final resolution to your case, I do hope this information wil be helpful to you.
Should you not hear from the <AGENCY> by <DATE>, please contact <CONGRESSIONAL STAFF> at my
<STATE/DISTRICT/WASHINGTON> congressional office.
If I may be of further assistance, please contact me.
Sincerely,
<MEMBER OF CONGRESS> or <CONGRESSIONAL STAFF>
Author Information
R. Eric Petersen
Sarah J. Eckman
Specialist in American National Government
Analyst in American National Government
Disclaimer
This document was prepared by the Congressional Research Service (CRS). CRS serves as nonpartisan
shared staff to congressional committees and Members of Congress. It operates solely at the behest of and
under the direction of Congress. Information in a CRS Report should not be relied upon for purposes other
than public understanding of information that has been provided by CRS to Members of Congress in
connection with CRS’s institutional role. CRS Reports, as a work of the United States Government, are not
subject to copyright protection in the United States. Any CRS Report may be reproduced and distributed in
its entirety without permission from CRS. However, as a CRS Report may include copyrighted images or
material from a third party, you may need to obtain the permission of the copyright holder if you wish to
copy or otherwise use copyrighted material.
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