T AX -A IDE CA-2 Leader Meeting October 29, 2015

T AX -A IDE AARP Enterprise Volunteer Business Objectives Improve ALL AARP volunteer technology infrastructure Standardize management of the entire lifecycle of an AARP volunteer across all AARP and AARP Foundation Programs Long term, multi-phase

T AX -A IDE Where we are… 2014 – OneSupport Help Center September 14, 2015 – VMIS shutdown October 12, 2015 – new Volunteer Portal Recruitment Volunteers Sites Material Ordering Site Activity Reporting Near Future Reimbursement Learning Management System 3

T AX -A IDE What’s New - Volunteers Contact = Volunteer or Prospect  Both in the same database  Organization chart is pre-defined  Volunteers report to a position, not a person  Examples: TA-R10-CA2 State Coordinator TA-R10-CA2-D01 District Coordinator TA-R10-CA2-D01-S Counselor  Online direct deposit request 4

T AX -A IDE What’s New – Region Numbers 5 Region Number RegionStates R01 New EnglandCT, MA, ME, NH, RI, VT R02 North AtlanticNJ, NY, PA R03 EasternDC, DE, MD, NC, SC, VA, WV R04 GulfFL, GA R05 Great LakesIL, IN, KY, MI, OH R06 PlainsIA, MN, ND, NE, SD, WI R07 CentralAL, AR, KS, LA, MO, MS, OK, TN R08 WesternCO, NM, TX R09 NorthwestAK, HI, ID, MT, OR, WA, WY R010 PacificAZ, CA, NV, UT

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National Level Supervisor: National Office Staff  National Operations Committee  National Technology Committee  National Tax Training Committee  National Leadership Committee  National Portal Support  Online Counselor  Online Reviewer  Regional Coordinators 7

T AX -A IDE Regional Level Supervisor: Regional Coordinator  Regional Operations Support – Carol Reichner  Regional Technology Advisor  Regional Training Advisor  Regional Partnership and Communications Advisor  State Coordinators 8

T AX -A IDE Split-state Level Supervisor: State Coordinator  Assistant State Coordinator  Administration Specialist – Mary Ella Davis  Technology Specialist  Training Specialist  Prospective Volunteer Specialist  Partnership and Communications Specialist  Senior District Coordinator  Prospective Volunteer (assigned to D00)  District Coordinators 9

T AX -A IDE District Level Supervisor: District Coordinator  Training Coordinator  Administration Coordinator  Technology Coordinator  Communications Coordinator  Instructors  Prospective Volunteer  Local Coordinators 10

T AX -A IDE Site Level Supervisor: Local Coordinator  Electronic Return Originator  Shift Coordinator  Counselor   Client Facilitator  Support Facilitator (previously Non-Counselor)  Assignment is to primary site 11

T AX -A IDE Regional Meeting – Oct 2015 What’s New - Recruitment Volunteer Opportunity Board:  aarp.org will host a nationwide Job Board  Every District will have a Prospective Volunteer position searchable by zip code  AARP registration + Tax-Aide Application  Automatically routed to District Coordinator  No notification  PVS will monitor and resolve conflicts  Prospect can see comments left by any reviewer 12

T AX -A IDE Regional Meeting – Oct 2015 What’s New - Recruitment 13 DC 4. DC/AC reviews application, conducts interviews, and schedules training. Changes prospective volunteer Assignment Status to Candidate, On Hold, or No Match Prospect 1. Prospect submits application online, via Opportunity Board, for desired position found 2. System sends auto back to prospective volunteer Prospective Volunteer Records New Volunteer Portal DC 3. DC/AC accesses prospective volunteers from the “Prospects” report Instructor 5. Instructor trains and certifies the Prospect

T AX -A IDE Regional Meeting – Oct 2015 What’s New - Certifications DC changes the Assignment status to Approved and reports volunteer certification level and job assignment to ADS DC 7. ADS processes the certified candidates to volunteers Change the Program Volunteer status from Under Consideration to Volunteer Change the Assignment status to Approved Change the Assignment from Prospective Volunteer to a valid assignment Add a start date Send to new volunteer Report certified volunteers to the IRS ADS The DC may optionally delegate responsibility for prospective volunteers to an Administration Coordinator (AC). Prospective Volunteer Records New Volunteer Portal The PVS monitors the process, resolves conflicts, and handles special situations

T AX -A IDE Regional Meeting – Oct 2015 What’s New - Certifications New IRS certification form 15

T AX -A IDE What’s New – Sites ADS provides:  Site name  Address  SIDN  Contact name and phone National Office staff will set up the site record and six site-level volunteer assignments 16

T AX -A IDE What’s New – Sites District Coordinator advises ADS, who assigns volunteers to the site District Coordinator can add and edit:  Site address  Dates and hours of operation  Contact name and phone  Comments 17

T AX -A IDE Regional Meeting – Oct 2015 What’s New – Material Ordering Direct access to Amazon-like ordering system Images of materials with description Review order status:  Received  Pending  Shipped  Back order 18

T AX -A IDE What’s New – Program Metrics Replaces site activity Simpler entry screen One reporting period per tax season No submission/approval IRS e-file data will be uploaded and visible on the site record 19

T AX -A IDE What’s New - Reimbursements Tax-Aide specific reimbursement needs are not addressed in initial launch Reimbursement feature will be disabled until Feb 2016 (estimated date) Volunteer can enter direct deposit request online 20

T AX -A IDE Regional Meeting – Oct 2015 State Coordinator VMIS Couldn’t  Modify VMIS Information Could  Run Reports  Approve Escalated Reimbursements  Update Prospect status  Order Materials New Volunteer Portal Can  Run Reports  Enter Site Activity  Update Site Hours, Open/Close Dates  Approve Reimbursements (no escalation)  Order Materials 21

T AX -A IDE Regional Meeting – Oct 2015 Administration Specialist VMIS Could  Run Reports  Enter Site activity  Update Site Hours  Add new sites  Inactivate/remove sites New Volunteer Portal Can  Run Reports  Enter site activity  Update site hours Cannot  Add New Prospect  Add new Sites  Inactivate/remove sites 22

T AX -A IDE Regional Meeting – Oct 2015 Prospective Volunteer Specialist VMIS Could  Route Prospects  Update Prospect Status  Run Reports  Add Prospect New Volunteer Portal Can  Re-route prospects  Update Prospect Status  Run Reports Cannot  Add New Prospect 23

T AX -A IDE Regional Meeting – Oct 2015 District Coordinator VMIS Could not  Run Reports Could  Enter/Approve Site Activity  Update Site hours  Approve Reimbursements  Update prospect status  Order Materials New Volunteer Portal Can  Run Reports  Enter Site Activity  Update Site hours  Approve Reimbursements  Update prospect status  Order Materials 24

T AX -A IDE Regional Meeting – Oct 2015 Administration Coordinator VMIS Could not  Run Reports Could  Update Prospect status  Order Materials New Volunteer Portal Can  Run Reports  Enter Site Activity  Update Site hours  Update Prospect status  Order Materials 25

T AX -A IDE Regional Meeting – Oct 2015 Local Coordinators VMIS Could not  Run Reports Could  Order Materials  Update Site dates and hours  Update Site Activity  Approve Reimbursements New Volunteer Portal Can  Run Reports  Order Materials  Update Site Activity Cannot  Update Site dates and hours  Approve Reimbursements 26

T AX -A IDE What’s Happening Now VMIS was shut off on 9/14 Portal will be shut off from 9/30-10/5 Data migration, user administration and report preparation will take place between 9/15-10/5 New Portal will be up for SMT, DC, AC on 10/12, for everyone on 10/26 National will send on how to login to the new Portal 27 Regional Meeting – Oct 2015

T AX -A IDE First Year and Beyond… Multi year implementation  System Learning Management System - 12/15 Reimbursements – 2/16 Multiple system enhancements each year  Program reassessment of job requirements and workload after tax season 28 Regional Meeting – Oct 2015

T AX -A IDE Getting Help Process and Portal Guide OneSupport Help Center  Submit a Request Administration Specialist  Mary Ella trained in Dallas – September Regional Operations Support  Trained at regional meetings 29 Regional Meeting – Oct 2015

T AX -A IDE Live Demo OneSupport Help Center  Link to OSHC from the Volunteer Portal  Search  Submit a request  Follow a topic 30 Regional Meeting – Oct 2015

T AX -A IDE Live Demo Volunteer Portal navigation  Select a program (Tax-Aide)  Tabs  Search bar  Sidebar  Report previews  Logout 31 Regional Meeting – Oct 2015

T AX -A IDE Live Demo Dashboards and Reports  Home screen contains a dashboard  Dashboards can filter the reports  Additional reports are available  Reports can be printed and exported  Tax-Aide National Office can create additional report formats 32 Regional Meeting – Oct 2015

T AX -A IDE Live Demo Prospects and Volunteers  Prospect report  Contact record  Program Volunteer Record 33 Regional Meeting – Oct 2015

T AX -A IDE Live Demo Assignments  Assignment Record  Add assignment  End assignment  Transfer to another site or district  Transfer to another split-state 34 Regional Meeting – Oct 2015

T AX -A IDE Live Demo Sites  Update operational information  Site Activity  Open a new site  Relocate a site  Inactivate a site 35 Regional Meeting – Oct 2015

T AX -A IDE Live Demo Reimbursement  Interim process  Planned process  Direct Deposit 36 Regional Meeting – Oct 2015

T AX -A IDE Live Demo Material Ordering  My Profile  Place an order  Order on behalf of another volunteer  Check order status  Service Awards 37 Regional Meeting – Oct 2015

T AX -A IDE Excel Basics 38 Regional Meeting – Oct 2015

T AX -A IDE Excel Basics continued … 39 Regional Meeting – Oct 2015

T AX -A IDE Excel Basics continued … 40 Regional Meeting – Oct 2015

T AX -A IDE Excel Basics continued … 41 Regional Meeting – Oct 2015

T AX -A IDE OneSupport Help Center 42 Regional Meeting – Oct 2015 Backdoor Information