Director of Casework and Constituent Services

Congressman Josh Gottheimer represents New Jersey's Fifth Congressional District (NJ-05), covering communities in Bergen, Passaic, and Sussex Counties. He serves on the House Financial Services Committee, House Permanent Select Committee on Intelligence, and Co-Chairs the Democratic House Commission on AI & the Innovation Economy and has built his office around one core commitment: delivering real, practical results for the families, seniors, veterans, and small businesses of North Jersey.

Constituent service is the heart of that work. Every day, the District Office helps residents cut through red tape with federal agencies, from a delayed Social Security check to a stalled passport or a veteran waiting on earned benefits. The Congressman expects every constituent who calls, writes, or walks in to be treated with respect, urgency, and follow-through.

Position Overview

The Office of Congressman Josh Gottheimer seeks a Director of Casework and Constituent Services to lead the District Office's casework operation. This is a senior, full-time position based in the district, reporting to the District Director and working closely with the Chief of Staff.

The Director manages the casework team, carries a personal caseload on the most complex and sensitive matters, and serves as the Congressman's lead liaison to federal, state, and local agencies. The Director also tracks the trends behind the cases, flagging emerging issues in NJ-05 so the Congressman and the legislative team can act on them in Washington.

Key Responsibilities

Team leadership and casework management

• Supervise, train, and mentor the casework team; assign portfolios and balance caseloads across agencies and issue areas.
• Set and enforce casework standards, including response times, privacy release procedures, documentation, and case closure.
• Oversee the office's constituent management system, ensuring cases are logged accurately, tracked to resolution, and reported on regularly.
• Personally handle escalated, urgent, and high-profile cases, including emergency passport, immigration, and benefits matters.

Agency and intergovernmental liaison

• Build and maintain strong working relationships with congressional liaisons at federal agencies, including the Social Security Administration, Department of Veterans Affairs, USCIS, IRS, State Department, Medicare, and SBA.
• Coordinate with state and local officials, county agencies, and community organizations across Bergen, Passaic, and Sussex Counties to resolve cross-jurisdictional issues.

Analysis and reporting

• Monitor case data and community feedback to identify trends, systemic agency problems, and emerging local issues.
• Brief the Congressman, Chief of Staff, and District Director on significant cases and developments, and share findings with the legislative team to inform policy and oversight work.
• Prepare regular reports on casework volume, outcomes, and constituent wins.

Outreach and community engagement

• Plan and staff constituent service events, including mobile office hours, veterans' and seniors' resource fairs, and passport and benefits workshops.
• Represent the Congressman at community meetings and events as directed.
• Work with the communications team to highlight constituent success stories, with the constituent's consent.

Office operations

• Help develop and update the office's casework policies, constituent correspondence standards, and staff training materials.
• Support district-wide priorities and other duties as assigned.

Requirements

• At least 3 to 5 years of casework, constituent services, or comparable client-facing case management experience, including at least 1 year supervising staff.
• Proven record of developing and maintaining relationships with constituents, customers, and agency partners.
• Composure and professionalism in every interaction, including with constituents in crisis or distress.
• Strong problem-solving skills and sound judgment on sensitive and confidential matters.
• Ability to manage a high volume of cases and competing priorities at once, with excellent organization and attention to detail.
• Strong written and verbal communication skills.
• Collaborative approach and the ability to build, motivate, and hold a team accountable.
• Deep commitment to public service and to improving the lives of North Jersey residents.
• Proficiency with constituent management software (such as Indigov, IQ or Fireside) and Microsoft Office.
• Valid driver's license and ability to travel throughout the district, including some evenings and weekends.

Preferred Qualifications

• Bachelor's degree in government, political science, social work, public administration, social science, or a related field.
• Prior casework experience in a congressional, state legislative, or gubernatorial office.
• Experience working in or with a federal agency central to casework, such as the VA, SSA, USCIS, or IRS.
• Strong knowledge of NJ-05 and its communities, local officials, and community organizations.
• Fluency in a second language, particularly Spanish or Korean, is a plus.
• A demonstrated interest in public service and a passion for helping people.

How to Apply

Interested candidates should submit a resume, a one-page cover letter, and two professional references to jobs@mail.house.gov with "Director of Casework" in the subject line. 

Applications will be reviewed on a rolling basis. Salary is commensurate with experience. No phone calls, please.

The Office of Congressman Josh Gottheimer is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or any other non-merit factor. Candidates from all backgrounds are strongly encouraged to apply.