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At Your Service

June 28, 2013

As a U.S. Representative, part of my job is to serve as a voice for the 25th District of Texas in Washington, D.C. But a big part of my job happens right here in Texas. No other responsibility of a congressman so directly affects the lives of the average person as that of constituent service.

The federal government is an enormous bureaucracy that is complex, confusing, and sometimes unresponsive. Many people dealing with the federal government find themselves wound up in conflicting rules and regulations. Even experts can get lost navigating through federal agencies.

My staff and I work with federal government agencies on a daily basis, and in many cases we are able to cut through some of the red tape, expedite certain processes, and resolve problems with the federal government. While we can't fix every problem you have with the government, we can help you explore all your options and provide assistance through reliable and timely information.

Perhaps the single most important duty is that of handling "casework." Put simply, casework is when I, or one of my staff acting in my behalf, intervene directly on behalf of a constituent or group of constituents before a federal agency, board or commission. Whether it's working with the Department of Veterans Affairs, facilitating of an overseas adoption, expediting a passport request, or finding lost Social Security checks, my office is here to help you resolve problems with federal agencies.

Here are a few examples of how my office may intervene on your behalf.

A few months ago, a constituent from Austin contacted my office for assistance in expediting his Social Security Disability Insurance claims. Battling a serious illness, every day and every penny counted. His boss was allowing him to work enough hours to maintain his medical coverage, but he was finding it more and more difficult to make it to work. That's when his family contacted my office. My staff was able to step in and get his claims expedited, giving both him and his family a little bit of relief during this trying time. He began receiving payments within days.

Another little-known constituent service my staff can provide is help obtaining over-due service medals or copies of service records for veterans. For example, a veteran from Joshua had been waiting many months for copies of his service records requested from the National Archives and Records Administration. After a few phone calls, my staff learned that his request was in fact received, but his case was closed without the records being mailed. The NARA was able to get a copy to the constituent within 30 days.

Another notable case involved a constituent who was born to U.S. parents in a parking lot of a hospital in Germany and subsequently had no birth certificate to prove his citizenship when he applied for Social Security benefits. His Consular Certificate of Birth had been lost years prior. The local Social Security office interpreted a certain code on his record to mean that his citizenship was "alleged," not proven, and denied his claim for the lack of proof. By enlisting the help of my staff, we were able to determine that the code actually meant his citizenship was "affirmed," not "alleged," a very marked difference. The local Social Security office was then able to straighten out the issue, and the constituent was approved for his benefits.

Constituent services are not limited to casework. Constituents of the 25th District can contact my Washington office at 202.225.9896 and request that U.S. flags be flown over the Capitol to commemorate special occasions or events (there is a nominal cost involved).

For constituents visiting Washington, D.C., my office is happy to help you plan your trip to our nation's capital. We can arrange tours of the Capitol, the Library of Congress, the Kennedy Center, the Supreme Court, and the Bureau of Engraving and Printing. We will do our best to accommodate your requests, but please keep in mind that tours are scheduled on a "first come, first served" basis and can fill up quickly.

If you need assistance dealing with the federal government, please contact my office in Cleburne at 817.774.2575. If you would like help with commemorative flags or with planning your trip to Washington, contact my office in D.C. at 202.225.9896. You can always find me online at www.Williams.house. gov, on Facebook at www. Facebook/RepRogerWilliams or on Twitter @ RepRWilliams.