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

What Is New? “Standards Package” 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. 1

Why Use Standards Package? Formalizes a process and expectation that is already standard for program; Provides clarity and consistency across program; Provides tools for volunteer leaders to manage concerns or problem areas; Enhances National Office ability to track volunteer and taxpayer’s concerns; Allows the program to determine new trends needing attention as we assist volunteer leaders; Helps the program remain the “best of the best” 2

Key Elements of Standards  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 3

How Will Standards Package Be Implemented? Volunteer Standards of Professionalism Discuss at State Meetings with all Volunteers Printed in “Happenings” (mailed to all Volunteers) Sent by via Cybertax in January to all Volunteers 4

Highlights of Standards Packages 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 5

Taxpayer Information and Responsibilities Will be Available on Extranet Should be Available at all sites Webinar for all DCs Nov 21,28,30 Dec 2,7,9 Jan 5 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! 6

Incident Review Protocol Former:  Lack of consistent communication to supervisors and Nat. Office  Inconsistent application across country  Lack of complete documentation  No ability to define problem areas or look for training opportunities Now  Chain of communication established with clear time frames  Similar situations will be handled uniformly  Document will be created and retained  Ability to spot trends, gaps, and opportunities to improve 7

Protocol for Incident Review Low Level Example: Taxpayer inquiry about return error Local level review and resolution Regular Example: Taxpayer asked to leave site due to disruptive behavior Review directed at local level by volunteer leaders, with input from supervisors/ National Office Enhanced Example: Taxpayer states that he/she was sexually harassed by volunteer at site Review directed by National Office with assistance from Volunteers

AARP TAX-AIDE CONTACT INFORMATION MARCY GOUGE – ASSISTANT NATIONAL DIRECTOR (202) DON SPANO – NORTH ATLANTIC REGIONAL COORDINATOR (610) ED HOGARTY – NY3 STATE COORDINATOR (845) _____________ - YOUR DISTRICT COORDINATOR _____________ - YOUR LOCAL COORDINATOR AARP CONFIDENTIAL 9