Phone Calls
Between what two times can you make phone calls?
8:30 am- 5:00 pm
What type of casework does the Department of Workforce Development (DWD) help with?
Unemployment Insurance
What is snail mail?
Mail that comes through the United States Postal Service/mail that uses stamps
What is the H account?
An email that constituents email to directly contact their representative.
How can you determine if a constituent lives in your representatives district?
On the IGA website under the "Find my Legislator" tab
What numbers do you dial before a non "317" phone number?
81
What numbers do you dial before a "317" phone number?
8
Do all representatives want to keep every piece of mail they receive?
No, talk with your LA to determine what each representative likes and what you can throw out
What is the first thing you do when you receive an email in the H account?
Check to see if the constituent is in district
What is key when dealing with constituent interactions?
ORGANIZATION
Why do most people call their state representative?
To be heard and share their frustrations
What are 3 things FSSA helps with regarding casework?
1. Aging services
2. Disability services
3. Early learning/child care
4. Family resources
5. Mental health and addiction resources
6. Medicaid/health plans
How do you response to a constituent who mails in a letter to the representative?
You mail a letter back
What do you do when a constituent in district emails the H account?
Log it to IQ
What does Bethany think helps keep the conversation pleasant when on a phone call with a constituent?
Smiling
What is one thing you do you do when a constituent is being rude or using profanity on the phone while talking with you?
Ask them nicely to stop using profanity and you kill them with kindness
Who do you contact if you need to contact another state agency and where can you find their information?
You contact the Legislative Liaison and their information can be found on the liaison excel sheet
What do you do when you get a constituent letter in the mail?
Immediately scan, save and log to IQ
What 3 things do you need to do when you meet with a constituent in-person at the Statehouse?
1. Take notes on what they are saying
2. Take an LA business card
3. Take any papers the constituents want the representative to see
What organization method does Elias use when organizing constituent interactions?
He uses three separate notebooks, one for each member
What do you do when a constituent asks to speak to a representative directly and the representative doesn't call constituents directly?
Tell them the representative is on the house floor, they are in a meeting or they are back in district (if true) and cannot talk at the moment but you can take a message and make sure they see it.
What are the 5 things you need to get from a constituent when they need help with casework
1. Name, first and last
2. Phone number
3. Address
4. Date of Birth
5. Last 4 digits of Social Security number
6. The issue they need help with
Where do you put mail that has already been logged to IQ and where can it be found?
You put it in the locked gray bin so it can be shredded later that is in the 401 Hallway
What is one reason you need to be a good face for the representatives, especially during in-person meetings?
1. You are often the first person a constituent talks to from the Reps. office
2.You only get one chance for a good first impression for most constituents
According to Bethany, what is the best part about helping constituents with casework?
When we can contact a state agency and help speed the process along to help Hoosiers receive their unemployment insurance or their food stamps