NCSL. Constituent Service and Civic Engagement in U.S. State Legislatures. Bruce Feustel. April 2011

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1 NCSL Constituent Service and Civic Engagement in U.S. State Legislatures Bruce Feustel April 2011

2 Message Legislators are the key connection to government for their constituents Your legislative success depends on your ability to be accessible, listen, solve problems and represent your constituents

3 Background NCSL gathered legislator and staff experts to discuss constituent service Created CD and articles based on the experts advice

4 Constituent Service Themes Making the constituent connection Practical tips Developing a system Mastering the new technology Final points of emphasis

5 Making the Constituent Connection Constituent contacts you Almost anywhere Meetings Phone calls You contact constituent Town meetings Office hours Websites Newsletters

6 Practical Tips /Attitude Listener Available and accessible Realistic - you can t please everyone Consider constituents equal (at least for respect) Under promise and over produce

7 Practical Tips /Politics Watch for trends from your constituent contacts Best legislation often starts with a constituent Use contact logs to develop mailing lists

8 Practical Tips /Efficient Services Establish written standards for your office procedures Be prepared for questions on local, state and federal government Run constituent service like a businessefficient, customer friendly and accountable Keep 3x5 card or electronic device to write down requests when in district

9 Practical Tips /Protect Yourself Always two sides to a story Promise efforts, not results Get it and keep it in writing Set procedures to handle abusive constituents and calls

10 Developing a System/Basics Create written standards for responding to request Develop an intake form Create a call log Create filing systems by person and issue

11 System- Key Questions to Ask a Constituent What is your problem? What have you done so far? Whom have you contacted? What do you want me to do?

12 System- Working with State Agencies Contact agency at the problem solving level Give them a chance before going over their heads Be courteous and professional Be clear on what you want the agency to do Be clear on who you want them to contact

13 System- Working with Media Respect confidentiality Don t burn bridges with agency Use press if there is a pattern to the problems or a horrendous case

14 System- Ethical Limits Don t interfere in a court proceeding Don t provide legal advice Don t recommend a lawyer Don t use your position improperly to seek favorable treatment for contracts or permits Ask veteran legislators for advice

15 System- Hiring Staff Hire people who balance your weaknesses Constituent staff have to be: Good listeners Sympathetic Patient Assertive Problem solvers Conscientious Organized

16 System- Calls at Home Be clear about your expectations of family members Generally ask them to listen and pass on messages When constituents call you at home, they often have an important problem Keep intake forms at home

17 New Technology: Use system to identify constituents Develop standard responses for certain inquiries Monitor frequently Set up guidelines for staff

18 Civic Engagement Legislators find a variety of ways to engage and educate citizens Goal to improve knowledge and build relationships Opportunities to work with existing programs or create your own

Project provides age-appropriate materials and lesson plans

19 Legislators Back to School Program Teach young people what it is like to be a legislator Legislators go into the classrooms Project provides age-appropriate materials and lesson plans Project coordination with staff, legislators, teachers and students

20 Project Citizen Middle school students: Identify a problem Conduct research Evaluate public policy options Develop a solution Create a political action plan Present project at a public hearing

21 Wyoming's Leap Into Leadership Program designed to interest women in government Covers both elected and staff positions Provides inspiration, information and networking opportunities Works on the premise of invitation---women less likely to participate in government unless invited to do so

22 Final Thoughts Make constituent service and civic engagement a priority Be available and accessible Attitude is everything Be ready Listen

23 Final Thoughts Keep notes Remember there are two sides to a story Under promise and over produce Be tactful Follow up

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