1. Volunteer Income Tax Assistance Program
Greeter & Interview Specialist Training
Welcome and thanks
2018 TAX SEASON (TY 2017)
United Way of Tucson and Southern Arizona

2. Agenda Introductions Greeters VITA Overview Volunteer Roles
Tax Preparation Methods
Other Services Available
Prepaid Debit Cards
SaveYourRefund Program
Connection to Resources for Healthcare Enrollment
De-escalation Techniques
Greeters
Role of the Greeter
Interview Specialists
Role of the Interview Specialist
Using the Scanner & Zendesk
Role Play: Interview & Scanning

3. Introductions Please introduce yourself to the group.
1. What’s your name?
2. How many years have you volunteered with VITA?
3. Why did you choose to volunteer with VITA?

4. What is Vita?
VITA provides free tax preparation for low- and mid-income individuals and families and helps them turn tax refunds into greater financial stability.

5. Why is vita needed? Saves $250 per return
Helps taxpayers access important tax credits
Helps taxpayers avoid predatory lending
Helps taxpayers develop or increase savings
Connects taxpayers to banking services & more

6. What impact does vita have?
2017 VITA Task Force of Arizona Stats
14,606 returns filed
$23.2 million in refunds and credits, including
$12.1 million in Earned Income Tax Credit
$3.7 million in tax preparation fees saved

7. Vita Volunteer Roles Greeter Interview Specialist Interpreter
Tax Preparer
Quality Reviewer
Site Coordinator

8. Volunteer Roles Cont. Greeter
Helps set up and break down greeter station each day
Greets taxpayers & sets the tone for their visit
Ensures taxpayers have all documents necessary for tax preparation
Signs taxpayers in
Helps match taxpayers with appropriate preparer
Helps Site Coordinator manage site flow

9. Volunteer Roles Cont. Interview Specialist
Acts as Greeter for all taxpayers who choose in-person preparation
Performs additional duties for taxpayers who choose Valet VITA preparation
Conducts thorough intake interview using Intake Form & Clarifying Questions
Scans taxpayers’ documents
Prints tax returns for taxpayers who complete Valet VITA process
Collects signed consent forms

10. Volunteer Roles Cont. Interpreter Tax Preparer Quality Reviewer
Assists with interpretation between other volunteers and taxpayers
Tax Preparer
Prepares tax returns on site or at the Valet VITA Hub
Refers taxpayers to other resources & services, as needed
Quality Reviewer
Reviews each tax return after it is prepared to ensure that all information is correct
Site Coordinator
Manages VITA site and site flow
Answers tax law questions & acts as resource for other volunteers
Often acts as Quality Reviewer
The “go-to” person on site

11. Volunteer STANDARDS OF CONDUCT
All VITA volunteers must complete the IRS Standards of Conduct, found at linklearncertification.com before volunteering at any site.
Successful completion of this training is indicated on the Volunteer Agreement (IRS Form 13615).
Volunteer Agreements must be signed by volunteers (electronic signature accepted) and submitted to Rachel ASAP–

12. SITE REQUIREMENTS Attend Site Orientation. Sign Volunteer Commitment.
Arrive at the site at least 15 minutes before site opens, unless told otherwise by Site Coordinator.
Sign in and out on the Volunteer Sign-In Sheet.
Wear an ID with visible certification level.
“VSOC” for Greeters & Interview Specialists.

13. Tax Preparation Methods
In-person
Valet VITA preparation
Free File (Self-preparation)

14. Other Services Available
Prepaid Debit Cards
See pg. 30 in Volunteer Handbook (“CFR Prepaid Debit Card”)
SaveYourRefund Program
See pg. 36 in Volunteer Handbook (“SaveYourRefund Program”)

15. De-Escalation Techniques See pgs. 38-41 in Volunteer Handbook

16. Greeters

17. Role of the Greeter
Help set up and break down greeter station each day
Greet taxpayers & set the tone for their visit
Ensure taxpayers have all documents
Ensure intake form is complete
Sign taxpayers in
Help match taxpayers to appropriate preparer
Help Site Coordinator manage flow

18. Role of the Greeter CONT.
Help set up and break down greeter station each day
Supplies located in site box and/or locked cabinet
Greeter station needs: intake sheets, sign in sheets, clipboards, pens
Scanning station needs: laptop, scanner, Valet Cover Sheet, Valet Questionnaire, Valet Consent Form
Greet taxpayers & set the tone
Friendly, professional demeanor
Ensure taxpayers have all documents – NEW: Posters
See pg. 8 in Volunteer Handbook (“Required Documents”)
Ask general intake questions:
“Will you be filing by yourself today?”
“Do you have the following with you… (list documents)?”

19. Role of the Greeter CONT.
Ensure intake form is complete
See Intake Sheet
Look for indication that return requires special certification or is out-of-scope
See pg. 10 in Volunteer Handbook (“Out-of-Scope Returns”)
See pg. 11 in Volunteer Handbook (“Special Certifications”)
Sign taxpayers in
See Taxpayer Sign-In Sheet
See Decision Aid Handout

20. Role of the Greeter CONT.
Help match taxpayers to appropriate preparer
Certification level indicated on Volunteer Sign-In Sheet & nametags
Help Site Coordinator manage site flow
Estimate the number of returns that can be completed
Each return estimated to take at least 1 hour
Use number of preparers and hours site is open
Recommend Valet VITA or Self-Prep for taxpayers past cut-off point
See Site Map Handout

21. Questions and Comments

22. This concludes this portion of the training. Thank you, Greeters!

23. Interview Specialists

24. Role of the interview specialist
Conduct thorough intake interview using Intake Form (13614-C) and Clarifying Questions
See pg. 25 in Volunteer Handbook (“Clarifying Questions”)
See Valet VITA Questionnaire Handout
Scan taxpayers’ documents
See pg. 19 in Volunteer Handbook (“Valet Intake Decision Tree”)
Print tax returns for taxpayers who complete Valet VITA process
See pg. 23 in Volunteer Handbook (“Valet VITA Pick-Up”)
Collect signed consent forms
See pg. 12 in Volunteer Handbook (“Document Retention”)

25. USING THE SCANNER
& ZENDESK

26. ZENDESK – LANDING PAGE

27. ZENDESK – HOME PAGE

28. ZENDESK – TICKET VIEWS

29. ZENDESK – HINT: “View” = status
Tickets appear here when first uploaded
When a taxpayer returns to the site to pick up his/her completed return, the ticket should appear here
Once the taxpayer has signed the consent forms, the ticket will be moved here

30. ZENDESK – TICKETS LISTED

31. ZENDESK – OPEN TICKET

32. Questions and Comments

33. ROLE PLAY:
INTERVIEW & SCANNING

34. Thank you for your commitment to VITA & our community!