Congressional Casework

Casework is the help a member's office gives individual constituents in dealing with federal agencies. Common cases involve Social Security and Medicare, veterans benefits, IRS problems, passports in a hurry, immigration and visa applications, military records, federal disaster aid, and student loans. Every House and Senate office has caseworkers, most of them in district or state offices, and many handle hundreds or thousands of cases a year.

A constituent usually signs a privacy release, required under the Privacy Act, so the agency can share their file with the office. The caseworker then contacts the agency's congressional liaison office, asks about the delay or problem, and pushes for an answer. Members cannot order agencies to change a decision or break the rules, but an inquiry from Congress often gets a stuck case looked at faster. Casework also helps members spot broken programs, which can lead to oversight hearings or new laws.

Casework is popular with voters of all parties and is one reason incumbents win reelection. Agencies have sometimes complained about the volume of inquiries, and staff turnover and low pay can make offices less effective. When agencies cut staff, as in 2025, caseloads at congressional offices tend to rise. Some reformers suggest a central congressional ombudsman, while others say members should keep the personal connection that casework provides.