1. AARP Foundation Tax-Aide PROGRAM gOALS
NY3 District Coordinator Meeting November 2016
Welcome
Introductions
Michelle Duchowney NYS Outreach (Karen Martino)
Reports to Deputy Commissioner of Communications and Outreach, Anna Burgard.
Bill Morrow IRS Spec (Joanne Passineau)
Reports to Joseph Hayek, Mgr SPEC program
Linda Eddy SMT Partnership & Communications (Dave Weaving)
Michelle Kasch Ass’t National Director TaxAide Program (Marcy Gouge)
Covers 4 Regions (New England, North Atlantic, Gulf, Central)
Laura Ehrich AARP NYS Office
Provides recruiting suppoort
As of 10/20/2016

2. 2016 Critical Areas of Focus
Quality
Growth
Security
Multicultural/Diversity (MME) Outreach
Volunteer Portal Adoption
These focus areas represent the goals of the National TaxAide Organization and reflect in no small part many of the criteria laid out in the grant we receive from Congress through the IRS.
I would like to share with you how NY3 stackes up in terms of achieving these goals in 2016

3. 2016 Tax-Aide Critical Areas of Focus NY3 Results
National Goal
NY3 Actual
Quality
Accuracy as determine by IRS Return Reviews
100%
Policies & Procedures instruction*
Explanation of return & responsibility to the taxpayer *
Growth
Total People Served (Actual) 2%
-9%
Federal Returns Prepared (IRS Actual) 4%
Accuracy – Based on 22 IRS reviews conducted this past year
Policies & Procedures – Based Instructor training and verified by AARP Site reviews
Explanation of return – 97% based on Taxpayer survey (Excellent to Good)
Total People served - -9% Based on AARP Site Activity Report (Possibly due to new activity reporting process)
Federal Returns - +4% based again on AARP Site Activity Report
* Based on AARP TaxAide Site Reviews

4. 2016 Tax-Aide Critical Areas of Focus NY3 Results
National Goal
NY3 Actual
Security
TWO usage
100%
Multicultural Outreach
Multicultural Taxpayers
22% 6%
Multicultural Volunteers
12%
<1%
Bundle Sites 40
Volunteer Portal
Adoption by DC Level & Above
TWO Usage – 100% and has been for years
Multiculural TP- 13% Actual for Natl Source and 6% for us based on 2016 TP Satisfaction Survey
Multicultural Volunteers – <1% SWAG on my part for NY3. Volunteer Opinion survey results not available until Jan 2017
Per Rosa Maymi Natl AARP
Bundle Sites -0
One attempt . The Greenwood Lake Sute
We have historically served communities with high levels of diversity e.g. Poughkeepsie , Newburg
The AARP brand is very strong when focused on the elderly.
To extend our reach in the Multicultural Community we must partner with non-profits who are better connected
e.g. Conmmunity Aaction organizations in the counties.
Volunteer Portal 100% (95% of all leaders)

5. Regional View - RETURNS FILED 2011/2015TY
TAX YEAR
2011TY
2015TY
% CHANGED
NJ1
30,911
43,700
41%
NY1
14,130
18,500
31%
NY2
11,967
12,400 4%
NY3
25,329
31,600
25%
NY4
23,521
25,500 9%
PA1
36,603
19%
PA2
30,950
35,500
15%
TOTAL
173,411
210,900
22%
Excellent Growth Historically AGR 5.7%

6. Regional View -VOLUNEERS 2011/2015TY
TAX YEAR
2011TY
2015TY
% CHANGED
NJ1
925
995
+7.57
NY1
350
379
+8.29
NY2
307
271
-11.73
NY3
652
709
+8.74
NY4
487
464
-4.72
PA1
869
851
-2.07
PA2
586
559
-4.61
TOTAL
4,176
4,228
+1.25%
Also excellent growth in the number of active volunteers AGR 2.1%
More returns per volunteer
returns per
returns per
Given the significan expansion of the tax laws during this period this is Outstanding

7. 2016 Taxpayer Satisfaction Survey
Excellent or Good Rating
NY3 (n=300)
Quality of Service
99%
Friendliness of ARP Volunteers
98%
Helpfulness of AARP Vollunteers
The volunteers tax knowledge
How well the volunteer explained your return to you
97%
And to wrap it up this is how we scored on the TP Satisfaction surevey. Right in line with National results

8. Reasons for NY3 Success
It is worthwhile to reflect on why we are doing so well
Solicit input from DCs

9. Reasons for NY3 Success Recruiting Partnering Dedication of Volunteers
Quality Service
Ability to Handle Change
Leadership
Review the list
Segway into award for Bill Nevits

10. 2017 Tax-Aide Program Goals
NY3
2017 Tax-Aide Program Goals

11. 2017 Tax- Aide Program Goals
Recruiting more volunteers
Local marketing focus/word of mouth
Target recruiting to meet specific needs
Develop an onboard and retention strategy
Word of Mouth – Still the best source
Target for specific roles based on need
Try teamwork to avoid burnout
Why do people serve?
We are God’s Children
2) We share the earth
3I find myself in you
I win praise for serving you
I suck
Source: The Civically Engaged Reader by Adam Davis & Elizabeth Lynnn
“What we don’t talk about when we talk about service”
Increase the number of Active Volunteers by 3%

12. 2017 Tax-Aide Program Goals
Developing more leaders
Identify Leadership Candidates
Assign Mentors
Create Team Building Opportunities
Establish Succession Plans
Track Progress
Need to shift leadership focus from “Leadership by Doing” to “Leadership Development”
Team Building Opportunities – To lighten the load and build leadership skills at the same time. Assign mentors.
Dave Weaving will be talking more about this later on.
Succession Plans - How many of us have volunteers waiting in the wings to take over our positions?
At the next wrap up meeting in May we should track progress.
Speaking for myself I will be looking for an Assistant State Coordinator.
Increase the number of Leaders by 5%

13. 2017 Tax-Aide Program Goals
Maintaining quality
Review IRS return review process with Counselors
Establish AARP Site Review Process at the District Level
Monitor impact of introducing TaxSlayer into the site process.
Highlight what adaptations work vs. those that don’t
What is the big deal. We are doing great on accuracy of returns.
That is true We have come a long way. Volunteers take QR seriously.
Yet, whenever you introduce change (TaxSlayer) into a process new habits are developed (good & bad)
Need DCs to do site reviews. Not to score the sites but to find out what works and what doesn’t.
Goal: 100% on Accuracy of Returns - IRS Reviews

14. Recap - 2017 Tax-Aide Program Goals
Three Goals Areas in 2017
Recruiting more volunteers
Developing more leaders
Maintaining quality
Recruiting more volunteers – +3%
Developing more leaders +5%
Maintaining Quality 100% plus “What works” and “What does’nt”

15. Questions