Constituent Services

As a part of my promotion one of my new duties is to handle constituent services. Working for a Senator whose district consists of mainly Native American constituents most of their issues are Federal matters. However, the other day I had my first call. Sometimes the largest part of constituent services is allowing people to air their grievances, I have found that sometimes allowing them to say it aloud they almost solve it themselves. That is a rare occurrence though. Being that I don't get as many phone-calls as most assistants do- I have found I don't have the instantaneous answers. I always need to ask the constituent for contact information so I can do some research regarding their situation. Usually it turns out to be something simple however, not having a lot of experience I have to ask my office mate for help.
I have also found that constituents just needed to be guided to the correct state institution.
The other day I received a call from a lady who had made her way around the Senate offices. Her issue was a matter that was completely out of our hands- no one could intervene on her grown, adult child's behalf. In the matter of a twenty minute conversation she changed her story 5 different times and was very irate that the Senator wouldn't do what she wanted. I found that another office had already handled the matter and had explained the situation. She was unhappy with the response so took it upon herself to call every office until someone would give in. I kindly explained that I knew she had spoken to everyone else and that the answer would not change.
I was very frustrated at the end of the conversation and it initially soured my taste to constituent services. I felt that this woman was trying to take advantage of the system. Hopefully my next constituent call is better.