1 NTTC Training 2009 THE CLIENT FACILITATOR

2 NTTC Training 2009 What/Who is a Client Facilitator?  All of us ”facilitate” clients!  The LC or Counselor can be a CF  A greeter can be a CF  The primary job is to screen taxpayers and to perform administrative tasks for the site

3 NTTC Training 2009 AARP Definition: “The Client facilitator (CF) greets taxpayer, facilitates orderly service of taxpayers and assists in collection and record of site service counts: works with the site Local Coordinator and performs receptionist type duties”

4 NTTC Training 2009 Potential Role of a CF  Greets and welcomes the “client”  Ensures the client Signs-in  Does not answer tax law questions  Calls on a certified counselor to answer tax law questions  Interview and Intake Form  Helps with completion  Checks to make sure it is completed  Sorts Documents

5 NTTC Training 2009 Role Continued  Screens: □ Makes sure taxpayer has SSN or ITIN □ Check documents-are they in “In Scope”? □ Sorts Documents puts income items and expense items together  Ensures client confidentiality and privacy  Keeps records up to date  Additional duties assigned by LC

6 NTTC Training 2009 Benefits of a CF  Creates a pleasant welcoming atmosphere at the site  Calms worried and impatient clients  Avoids unnecessary client delays  Brings order to administration tasks  Increases site productivity

7 NTTC Training 2009 CF Qualifications  Personable  Organized  Patient  Diligent  Knows TaxAide policies and site procedures  Need not be a certified counselor

8 NTTC Training 2009 Training  Responsibility - Joint LC and TRS  Trainer - LC (usually)  Content  AARP, State and District policies and procedures  Scope of program (“Can Do List”)  Site procedures  Intake and Interview Sheet  Common tax forms  Duration - approx 3 hours

9 NTTC Training 2009 Summary  Client facilitators:  Responsibilities are site specific  But can be broad and demanding  Can play a vital role  Are often under-utilized and under-appreciated  Their use should be maximized  And they need adequate training!

10 NTTC Training 2009 Client Facilitator  Questions!  Comments!