Justin Juray didn’t know where to turn. His Maine bowling alley had been the site of a mass killing, and he was struggling — not just to reopen, but to cope with his business’s now notorious place in history.
John Curry was worried about closing his Georgia coffee shop, scrambling to rebound from the coronavirus pandemic and “drowning” financially as he waited for a $126,000 payment from a federal program for keeping his employees on staff.
In their low moments, they received help from an unexpected source: their United States senator.
Sens. Susan Collins (R-Maine) and Jon Ossoff (D-Georgia), two of the most vulnerable members of the Senate facing reelection next year, have little in common politically. But both have reputations for providing strong constituent services, an often overlooked advantage afforded incumbents that could matter on the margins in close races.
Taking requests for help and working out a solution is one of the most unsung practices in most Senate offices, often overshadowed by committee hearings and Senate floor fights in Washington and by campaign rallies and television ads back home. But no work puts voters in more direct contact with their federal representative.
Collins’s office helped Juray with tax and insurance issues, as well as securing a disaster relief loan, in the wake of what was Maine’s deadliest mass killing ever, where eight people were killed in 2023 at his Lewiston, Maine, bowling alley.
Ossoff gave Curry his card after an event at the small business owner’s Augusta, Georgia, coffee shop in 2023 and told him to call if he “ever needed anything.” When the business faced serious financial difficulties while waiting for funds to cover a string of bills, he emailed the senator for help.
“He called me the next day,” said Curry. “It was not long at all before I got an email from the IRS saying that I had a check on the way.”
In separate interviews with The Washington Post, Collins and Ossoff both said they have worked to create a culture in their offices that prioritizes each interaction with people they represent.
“I know that I have had an impact,” Collins said when asked to reflect on the constituent service work out of her office. “It’s extremely satisfying … when we’re able to solve a problem for an individual.”
Ossoff said he wants his constituents “to experience a level of responsiveness and accountability and concern that they have never felt before.”
Asked why all members of Congress don’t focus as heavily on such services, Ossoff said the current culture in politics is “all about attention.”
“For a lot of people in Congress, their goal is to become more and more and more famous or infamous, find the cameras, post the viral content,” he said. “That’s just not my approach to the job.”
Both Collins and Ossoff face competitive reelections next year.
Collins, who has yet to announce a campaign but has said she intends to run for her sixth Senate term, is the only Republican in the state’s congressional delegation and faces an electorate that has voted for every Democratic presidential nominee since 1992.
But Collins, a relatively moderate Republican, also faces pressure from her right, with more conservative members of her state bristling at the times she bucks her party and President Donald Trump. Maine Gov. Janet Mills announced a Senate campaign in October. The 77-year-old Democrat faces a primary challenge from a more liberal candidate, Graham Platner, a Marine Corps combat veteran and oyster farmer.
Ossoff, first elected to the Senate in 2020, faces a similarly competitive election in a state that has only recently been in play statewide for Democrats. Trump won in Georgia by two percentage points in 2024. The Republican primary to face Ossoff is competitive, a sign Republicans view him as vulnerable.
Collins’s six and Ossoff’s four state offices include case workers whose primary focus is helping constituents solve problems. But other staff in the offices — and in Washington, D.C. — regardless of their primary duties, are also expected to pitch in.
The work has created scenarios in which people who may disagree with Collins and Ossoff on specific issues are willing to back them for reelection because of the personal level of work their offices have done.
Juray, the bowling alley owner, offers an example.
Two people from Collins’s office worked with him following the shooting. Juray said they not only cleared up all the questions with his insurance company and the IRS, but they secured him a disaster relief loan that “helped us get everything put back together” so they could reopen in 2024.
Juray, a registered Democrat, has voted for Collins in the past. While he hasn’t decided who he will vote for next year, he says he is “leaning” toward the Republican incumbent.
“Without the senators’ support and without them, I might still be waiting on some of this funding,” Juray said. “It changed the way I saw representation as a whole.”
Chris Gardner, the head of the port in Eastport, Maine, was at a loss after watching the town’s historic decades-old breakwater built to protect the city’s harbor “open up like a zipper” and crumble along the rocky coast early one morning in 2014. The collapse put the livelihoods of countless people at risk.
Before the sun rose, Gardner recalled, Collins called him and promised to do “whatever it takes” to rebuild the critical infrastructure at the nation’s easternmost port. When the breakwater was rebuilt and reopened in 2017, Collins was there with Gardner, celebrating the achievement and the millions of dollars the senator helped secure for the project.
Gardner is a registered Republican who at times “hasn’t agreed with some of Senator Collins’s votes.” But he said he tells “anyone who will listen” about the role Collins played in rebuilding the breakwater. “God love her, she is hated by people on both sides of the aisle. … The irony is, she weathers all of that … because she stays focused on doing her job.”
Collins laughed when asked if she thinks her constituent services work helps temper some of the anger directed at her by people who disagree with her politics. She said that often people come up to her at the grocery store and she can tell that they might not be her typical political supporters.
“I always find that people come up to me because I’m alone,” she said. “I’m doing exactly what they’re doing. And they will come up to me and thank me for the work that my offices have done.”
Ossoff, who is far newer to the Senate than Collins, is working to build that kind of reputation.
Shortly after Ossoff joined the Senate in 2021, he invited an executive from a famed Georgia company — Delta Air Lines — to come speak with his staff on “best practices” for his customer service operation, including suggestions that “maybe are not common in the legislative branch or the federal government.”
The result? Ossoff calls a handful of people who received assistance from his office each week to check in on their experience. And at the end of every constituent call with his office, Ossoff said the caller is asked whether they would “recommend the service that my office provides for someone else in the same situation as them.”
For Claven Williams, a retired Navy commander, the answer was yes.
Williams was exposed to Agent Orange during his service in the Pacific from the 1970s to the 1990s and was diagnosed with non-Hodgkin’s lymphoma. After initially approving his claim for disability in 2024 under the newly passed Pact Act, the Department of Veterans Affairs reduced his disability to 50 percent in 2025, claiming that he was cured of the ailment. That prompted Williams to contact to Ossoff’s office, which successfully worked with the department to restore his 100 percent benefit earlier this year.
“I had dealt with other politicians; they didn’t support you like that, they didn’t go out of your way to help you,” recalled Williams, who voted for Ossoff in 2020.
The casework provided by Ossoff and Collins has drawn praise from those partisans who have opposed their elections.
“Their constituent services are second to none,” Brian Robinson, a Republican operative in Georgia, said of Ossoff’s staff during an April radio appearance with the senator, praising him for following in the footsteps of former Republican senator Johnny Isakson.
Bev Uhlenhake, the former chair of the Maine Democratic Party who opposes Collins’s reelection next year, said the reason Collins has proved difficult to defeat in a blue state is “her relationships throughout the state of Maine.”
“They are so deep because her staff have helped so many Mainers while in crisis,” Uhlenhake said. “Constituent services in Maine are incredibly important, and she has done it really well.”
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