AARP Foundation Tax-Aide Fall 2011 Volunteer Standards of Professionalism Taxpayer Information and Responsibilities AARP Foundation Tax-Aide Fall 2011 Regional Meetings

IRS Quality Site Requirements Standards of Conduct Training/Test AARP Foundation Tax-Aide Program Emergency Procedure Guidance Winter 2011 Volunteer Standards of Professionalism Taxpayer Information and Responsibilities Incident Review Protocol Regional Meetings

Overview Volunteer Standards of Professionalism Standards to assist volunteers to uphold the excellent reputation of our program by formalizing expectations of professional attributes. Taxpayer Information and Responsibilities Define and communicate expectations for Taxpayers; designed to ensure a smooth process for both taxpayers and volunteers at a site, as well as increase volunteer safety. Incident Review Protocol Process for addressing and reporting concerns regarding taxpayers or volunteers. Regional Meetings

Key Elements: Volunteer Standards of Professionalism Defines appropriate conversation with public Warns that work “outside of scope” is not covered by Volunteer Protection Act Defines expectations for Quality Review Protocol Highlights the need to protect Personal Information of both Taxpayers and Volunteers Reminds Volunteers of need to provide assistance as appropriate to everyone, regardless of special needs Regional Meetings

Key Elements: Taxpayer Information and Responsibilities Reminds Taxpayers that they are responsible for accuracy of return. Gives notice that “out of scope” returns can’t be done Sets expectations for taxpayers to provide organized, complete and accurate documentation and information Clarifies when and how taxpayers will be served at sites Informs taxpayer that they will be treated with respect and courtesy, and if their behavior is disruptive they will be asked to leave site Regional Meetings

Taxpayer Information and Responsibilities Will be Available on Extranet (English and Spanish) Will be Posted on national Site Locator Should be Available at all sites for Taxpayers SC/DC to determine how to distribute most effectively at each site Ideas To Consider: Put a few copies next to Sign-in sheets and ask Taxpayers to review while waiting for counselor Put copy on clip-board along with Client Intake Form Post a copy at entrance to site Volunteers should provide a copy to any Taxpayer who requests one, however, PLEASE DO NOT MAKE A COPY FOR EACH TAXPAYER! Regional Meetings