Three Early Lessons in Public Service
It was my third day of an internship at U.S. Senator Jon Kyl’s Phoenix office when the office phones suddenly started ringing constantly. The United States Senate introduced the Comprehensive Immigration Reform Act of 2007 and this triggered constituents, interest groups, and policy organizations to pounce on the issue and not let go until the proposal ultimately met its end. The quote from former U.S. Senator Harry Reid at the time:
“…I would say, our work on comprehensive immigration reform has been pretty significant…we have had 36 hearings on immigration since 9/ 11. That is a lot of hearings. We have had 6 full days of committee action. We have had 59 committee amendments. We have had 21 days of Senate debate since 2006—21 days, not hours. We have had 92 floor amendments. We have worked this thing hard. This is a bill people should fully understand…”
-U.S. Senator Harry Reid, Congressional Record, 110th Cong., 1st sess., June 27, 2007, S8532
This side note shares three early lessons I learned nineteen years ago during this internship.
Lesson #1: Always Be Professional
The calls from constituents were not always friendly during the immigration reform debate. In fact, it sometimes became overwhelming enough that I stepped away for a few moments to gather composure. Dealing with negative calls can wear a person down but professionalism must always be present. You are representing the lawmaker, and it is important to confidently show why you were selected to do the job.
Lesson #2: Knowledge Opens Doors
Understanding the legislative system opens doors to further opportunities. We don’t always recognize it at the time, but a continued curiosity is positive for a person’s professional standing. For instance, learning about casework led to a better understanding of how oversight is accomplished by elected leaders and the importance of having a top tier staff in accomplishing constituent services. Being able to learn the language of governmental operations led to better understanding the needs of those calling the office. Additionally, maintaining knowledge of all office operations allows for flexibility. You may be taking casework calls, drafting letters, and taking down opinions all in the same hour.
Lesson #3: Ask the Right Questions
A public servant can only go as far as their questions. In other words, a person becomes stagnant when there is no curiosity. Curiosity takes many forms and one of the more important ways it takes shape is through the questioning of how tasks are completed. In the case of Senator Kyl’s office, this meant continually seeking feedback on how to handle phone conversations. For instance, a constituent contacting the office may have multiple obligations in mind, such as work and household commitments, which make it difficult to clearly state their intention in calling that day. Critical thinking and patience are essential in ensuring each person receives the best service possible.
A legislative office conducts important activities for constituents which include casework. This could include inquiries regarding applications for federal agencies which requires the ability to ask clarifying questions and ensure the information collected is precise.
These lessons from the past continue to shape how I view public service today.
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