Phone Etiquette
How to answer the phone.
"Congresswoman Sinema's District Office. This is "name". How can I help you today?
The role of casework.
What is: To act as a liaison between the constituents and federal agencies.
The person who ALL meeting requests with the Congresswoman should be emailed to.
Who is: The Scheduler- Phoebe Miner.
The dress code for the office.
What is: Business Casual.
Who is responsible for doing your dishes.
Who is: YOU!
The information you should ask for from every constituent who wants to leave a comment or request help.
What is: Name (double check spelling) Address Phone number
What is needed to open a case and reach out to an agency.
What is : Privacy Act Waiver form (PAW)?
ALL press requests should be directed to this person's email.
Who is: The Communications Director- Nick Zeller.
How to request time off.
What is: Email your supervisor requesting time off. When approved, send a calendar invitation via outlook.
What needs to be done prior to changing your login password and the Fireside password.
What is: For login-Email, email your supervisor the updated email. For Fireside-Notify Michelle Coldwell/Angela that password needs to be changed. *DO NOT CHANGE FIRESIDE PASSWORD*
What you should always check prior to logging comments or sending a Privacy Act Waiver.
What is: Verify the constituent lives in district using the district locator site.
The number of days federal agencies request we allow them to respond to an inquiry prior to additional follow-up.
What is: 30, unless otherwise directed.
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. These can also be requested on sinema.house.gov.
What is: White House, Capitol, and other DC tour requests.
How to behave while at events/meetings.
What is: Observe and take notes, unless otherwise directed.
What is "closing the loop?"
What is: Respond to all email request from staff to notify you have received the email. Follow-up via email anytime a task has been assigned to you to let your supervisor know what steps you have taken and what the outcome is.
How you should respond when a constituent ask for Congresswoman Sinema's stance/position on a topic.
What is Neutral: I haven't had the opportunity to speak to her about this yet, but I can take down your comments and pass them along/let her know how you would like her to vote on this.
All Letters of Inquires, emails, follow-up letters to constituents or federal agencies should be reviewed by a supervisor. True or False.
What is: TRUE.
How can our constituents apply for appointment to a military service academy?
What is: Service Academy Nomination application located on sinema.house.gov.
How your workspace should look in the office.
What is: Neat and tidy. *Remember, desk space is shared with other interns/staff.
The steps that should be taken when a constituent ask to speak to a staff member, unless it is official staff from the DC office.
What is: -Ask for the name and/or organization. -Ask if the staff member is expecting their call. -Ask if you can place the caller on hold to see if the staff member is available.
How you should always treat all constituents/callers.
What is: With respect, patience, and empathy.
What are we unable to do in the role of casework.
What is: Force an agency to expedite a case or act in the constituent's favor. Cannot offer legal advice or recommend an attorney. Cannot intervene in or influence the outcome of cases under a court's jurisdiction. Cannot intervene in matters connected to local or state governments.
How you should respond if constituents ask if the Congresswoman is hosting a town hall soon.
What is: Inform them we don't currently have any scheduled; however, we can take down their name and contact information so we can invite then to our next event. *Take down their name and address so they can be invited to the next one in their area.
How many times the phone should ring before it is picked up.
What is: 3 times max. 1 time pick up is the goal.
What should you do if a staff member is not available to take the call.
What is: Ask the caller if they would like you to take a message or let them know they can email the staffer (provide email if they don't have it). If you take a message, email caller's name, contact information, and message to the staffer.