Casework
Definition
Casework is the process by which a legislative office resolves an individual constituent's specific problem with a government agency, like a delayed benefit or a lost record. A staffer gathers facts, gets the constituent's consent, and contacts the agency directly to push for resolution.
Why it matters
Casework is one of the few services a legislator provides that voters experience directly and personally, making it a powerful tool for building trust that has nothing to do with how someone votes on major legislation. Because caseworkers get preferential access to agency staff that ordinary citizens don't have, casework volume also reveals which offices invest real resources in helping people versus offices that treat it as an afterthought.
Seen in the wild
The Congressional Research Service's ongoing casework FAQ report describes a standard federal process: a constituent's privacy release is signed, a caseworker opens an inquiry with the agency, and the office tracks the case until the agency resolves it and the constituent is notified.