Phone Etiquette
Casework
Office Services
Intern Policy
Miscellaneous
100
"Congresswoman Sinema's district office. This is "name". How can I help you today?
How to answer the phone
100
Inform that we cannot force a federal agency to act in a favorable manner.
What should be reiterated to constituents?
100
Phoebe Miner; Phoebe.Miner@mail.house.gov The person who ALL meeting and schedule requests with the Congresswoman should go to.
Who is the Scheduler?
100
Business casual
What is the dress code?
100
Wash your dishes, put them away, leave no crumbs, clean up messes.
What is keeping the kitchen clean?
200
Name and phone number
The first information you should get from a caller when he/she calls.
200
Privacy Act Waiver form (PAW)
What is needed to open a case and reach out to an agency?
200
Macey Matthews; Macey.Matthews@mail.house.gov. The person to who ALL press requests- over the phone and email-should be directed to. She handles all communications.
Who is the Communications Director?
200
Email Michelle Coldwell/Angela requesting time off. When approved send a calendar invitation on outlook.
What is the time off policy?
200
Tell all the staff and interns you changed it!
What is the proper way to change the password on Fireside?
300
Ask for address, check if he/she lives in district on the website: http://azredistricting.org/districtlocator/
The second thing you should do with a caller, if they are asking for help with a case and/or leaving comments for the congresswoman
300
30 days (unless otherwise indicated)
How many days should a reminder be set up to follow up on an agency?
300
The D.C. office organizes these fun sightseeing experiences, not the district office. If someone should call with an interest in setting up one of these, direct them to the D.C. office number.
What is White House Tours and D.C. tour requests?
300
You are there to observe and take notes. Unless otherwise directed.
How should interns act while at events/meeting outside the office?
300
Scanning the letters/postcards/faxes and entering the information in Fireside
What is Logging the Mail?
400
Neutral and non partisan for example, "I cannot speak for the Congresswoman, but I will be happy to pass along your comments."
How should you act on the phone with a constituent regarding political opinions?
400
Contact a federal agency, congressional liaison, other congressional office, or a local state agency without direction from their supervisor.
What should NEVER be done by a casework intern?
400
They can access this application on the website sinema.house.gov/services/military-academy-nominations. If someone calls with an interest and wants to talk with the coordinator of this application, direct them to Kelly Mills.
What is Service Academy Nomination application?
400
Clean, tidy, and free of messes and personal items. Other interns use this space!
How should your workspace look in the office?
400
You should follow this direction when someone (other than the D.C. office staff) calls for Michelle Davidson, Deputy Chief of Staff.
What is: tell them she is not available and she should be emailed with the caller's information?
500
Direct them to their state legislator/ state senator and gently remind them the Congresswoman's office only handles federal agencies cases and federal government policy.
What to do when a constituent has an issue with a state agency and/or city policy, local government policies, etc.
500
To act as a liaison between the constituent and a federal agency (i.e. streamline communication, answer questions, and follow up).
What is the role of a casework in a congressional office?
500
3 times max. 1 time pick up is the goal.
How many times the phone should ring before it is picked up?
500
Ask for their name, agency (if applicable), phone number, email and reason for calling. (You do not need to tell them why the staffer is out of office or unavailable!) Send all the information of the call through email to the appropriate office staffer/intern.
How should you take down messages from a constituent for office staff/other interns if she's not available to talk?
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