Caseworker

IQ is not just used on the Hill but also in district offices, connecting staff together and streamlining casework. Casework is a very important role in a Congressional office. Caseworkers directly serve constituents by providing resources, services, answering questions, and helping to resolve issues with Federal agencies. With IQ, caseworkers have access to the necessary constituent information to create and resolve any service request with ease. Watch eLearning videos we've handpicked for this role. 

Create Casework

IQ offices can connect web forms on their website to IQ so that constituents can start new service requests by filling out an encrypted web form that will automatically flow into IQ with no manual data entry or processing required. Pertinent data is automatically populated into the relevant IQ service template and routed to the appropriate caseworker who will be notified that they have a new request waiting. Caseworkers can also manually open a service request within IQ from a collection of built-in service templates, like casework and academy nominations.

Creating & Processing a Casework Record Guide 

Track Service Requests

Providing status updates on the thousands of requests your office receives each year can be a full-time job of its own. IQ is the only CRM on the Hill that offers real-time, online status tracking for service requests. Users can view all open casework in a simple list view or alternatively in a heat map of your district.
Screenshot of a heat map showing active service requests within a district in IQ
The most common services that offices track are: casework, projects/grants, academy nominations, and art competitions. Additionally, when constituents open a new service request on your website, they receive a PIN number that allows them to return to your website and self-serve updates as often as they like, 24/7, until the request is resolved.

Tag Agency Contacts

Caseworkers can use service codes to label agency contacts in IQ, allowing office staff to easily keep and maintain lists of federal liaisons. Then, when a Caseworker opens a new case and assigns the record the appropriate issue code, the corresponding agency contact will automatically populate the service record.

Send Follow-Up Surveys

Screenshot of survey builder in IQ
After a case is completed, Caseworkers can create surveys to record constituent satisfaction and find new ways to improve casework processes. After creating a survey in IQ, users can easily send outreach linking to or embedding the survey.

Create Form Letters & Send Messages

Caseworkers can send and receive emails, such as Congressional inquiries and requests for privacy release forms, all from within IQ. Using IQ for correspondence allows Caseworkers to use pre-approved form letters for reaching out to agency contacts or constituents, negating the need for manually managing file folders on their own desktop or shared drive. Users can even set up automatic letters so when a caseworker emails a constituent an acknowledgement letter, IQ will auto-create and populate the corresponding form letter to the agency contact.
Staff can check read receipts to ensure that agency liaisons have received requests, and when an agency contact responds their email is automatically attached to the relevant case. Additionally, by keeping all casework correspondence in IQ, Caseworkers have proof of appropriate response times to provide to their District Manager or Chief of Staff.

View Reports & Analytics

IQ also has the ability to report on data and provide metrics and other analytics. Caseworkers can run established reports, such as the Service Summary Report which shows key stats on the casework completed by your office or the Constituent Savings Report which tracks individual constituent savings from casework, or create custom reports with your ITC to analyze other business processes in IQ.
Screenshot of service summary report in IQ
These analytics are a great tool for internal productivity monitoring and also a great way to show constituents what your office is doing to serve them. For example, many offices send the Constituent Savings Report in quarterly outreach to constituents to let them know how much money the member has been able to return to the district.

Create Custom User Defined Fields

Like other modules of IQ, casework records are easily customizable, allowing offices to create custom user defined fields to track whatever data points they need. Many offices use this feature to collect information that will help inform and justify future legislative decisions, such as measuring money saved for constituents or medals awarded for veterans.

Customize IQ

Caseworkers can customize the IQ home screen so that they see their assigned cases immediately after logging in, with no extra navigation needed. This custom configuration reduces clicks, saves time, and allows caseworkers to focus on their most important work and top priorities.

IQ Home Screen Guide

Screenshot of IQ homescreen featuring social media stream integration

Below is a set of instructional videos recommended for Caseworkers.  

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