1. The Client Facilitator
Tax Year 2018
This training supplements the Tax-Aide Policies and Procedures training which is required for all AARP Foundation Tax-Aide Volunteers
The Client Facilitator is generally the first “face” the taxpayer sees when coming to a site.
The CF “facilitates” the start of the process of determining if the taxpayer is eligible to use Tax-Aide’s services and ensuring the taxpayer has all the needed documents.

2. Client Facilitator Training – TY2018
Goal
Ensure Client Facilitators (CF) are adequately prepared to effectively function in their role at their local site
Client Facilitators have different responsibilities based on the State, District and Local policies. This presentation is designed to be inclusive of most items handled by CFs and in accordance with National Policies and Procedures.
Instructor should modify or delete items that are not applicable to Facilitators you are instructing.
Client Facilitator Training – TY2018

3. Training Objectives for Client Facilitators
Understand essential role at the site
Understand duties and requirements
Enhance knowledge of available resources and tools
There are a number of tools/resources designed to enhance the role of the CF. Resources include The AARP Intake and Interview Booklet, Activity Log, Scope Poster, and Taxpayer Information and Responsibilities poster.
Client Facilitator Training – TY2018

4. Role of Client Facilitator
Aid Local Coordinator and site personnel in site administration
Aid Counselors by verifying taxpayers are ready for tax return work to begin
First point of contact with taxpayers
Administration includes tasks that will be outlined later in presentation
Client Facilitator Training – TY2018

5. Role of Client Facilitator
Primary communicator with waiting taxpayers
Explain the Tax-Aide process for the site to taxpayers
Explain what the procedures are
Who will help them complete their return
How the Quality Review is conducted
How the return will be reviewed with them and filed
CF can make the taxpayer feel comfortable by keeping them advised of what is happening.
Make them aware of delays and any problems.
Client Facilitator Training – TY2018

6. Missing documents or ID, out of scope, …
Door
Taxpayer
Taxpayer
Missing documents or ID, out of scope, …
Forms printed, reviewed with taxpayer and signed
Welcome and greet Sign-in
Typical Site Process
Client Facilitator
Taxpayer
Taxpayer completes Intake Booklet
Return(s) Quality Reviewed
Taxpayer
The CF provides an overview of the process a taxpayer goes through at a Tax-Aide site.
Each site operates based on Local policies and facilities.
This is the typical flow.
The Client Facilitator should understand the procedure at their site.
Screen
Taxpayer
Counselor conducts Interview and prepares tax return(s)

7. Role of Client Facilitator
Client Facilitator does not
Answer any tax law questions
Involve themselves in tax preparation with taxpayer
Give any tax advice to taxpayers
No Exceptions
Counselors can answer tax questions during the early interviews because they would be answering as counselors, NOT as CF.
Counselors can perform CF duties and often do. They have more liberty because of their advanced certification.
Client Facilitator Training – TY2018

8. Benefits of a Client Facilitator
Creates pleasant welcoming atmosphere at site
Calms worried or impatient taxpayers
Makes Counselor’s job easier
Brings order to administration tasks at site
Client Facilitator Training – TY2018

9. Benefits of a Client Facilitator
Increases site productivity
Identifies problems early
Frees Local Coordinator to concentrate on tax preparation, quality reviews and/or assisting Counselors
Allows Counselors to be more productive
Note: references to Local Coordinator also includes Shift Coordinator
Client Facilitator Training – TY2018

10. Client Facilitator Qualifications
Personable, organized, patient, diligent
Knows Tax-Aide policies and site procedures
Need not be certified Counselor
Client facilitators:
Play a vital role at the site
Being a people person, enjoying working with the public, and being organized is essential to being successful in this role.
If there is concern with a taxpayer and you do not feel comfortable, see the LC or assistance.
Client Facilitator Training – TY2018

11. Requirements to be Client Facilitator
Complete AARP Tax-Aide Policy and Procedures training
Pass Volunteer Standards of Conduct test
Pass Intake/Interview & Quality Review test
Sign Volunteer Agreement – Form 13615
All volunteers must sign the volunteer agreement which states that the volunteer agrees to adhere to the IRS policies
Client Facilitator Training – TY2018

12. Client Facilitator Tasks
Verify required posters and forms displayed and available at site
Greet and welcome taxpayer
Ensure taxpayer entered on activity log
Explain tax return preparation process for the site
Aid Local Coordinator if taxpayer requires/requests special assistance
Special assistance could include translator, reading assistance, hearing issues, physical limitations, …
Client Facilitator Training – TY2018

13. Client Facilitator Tasks (cont)
Remind taxpayers of identification and SSN documents required for taxpayers and dependents
Verify documents if site practice
Verify with taxpayers they have required tax documents
If site practice
Every Dependent needs SS Card or equal
Every Taxpayer needs Picture ID and SS Card or equal
Client Facilitator Training – TY2018

14. Client Facilitator Tasks (cont)
Ensure taxpayers have completed Intake Booklet
Ensure taxpayers have completed state or local intake forms (if site layout and number of taxpayers allow)
Review Intake Booklet for completeness – do not answer tax questions
Ensure every applicable question on Intake Sheet answered “Yes”, “No” or “Unsure”
Intake Booklet (old Form C) MUST be completed
State and local forms are often used to cover items necessary for preparation of State and Local Returns.
Not all sites have the space for private conversations with taxpayers and multiple taxpayers arriving simultaneously may not give CF time for one-on-one conversations
BEST PRACTICE: Have the client facilitator review the intake sheet and highlight any positive “YES” or “UNSURE” answers. This will help to make the counselor aware when they are reviewing the intake.
Client Facilitator Training – TY2018

15. Client Facilitator Training – TY2018
Intake Booklet
Comprised of 8 bound pages:
Pages 1-3: IRS Interview/Intake Sheet
Page 4: Global Carry Forward Consent Form
Page 5: Relational Offices Consent Form
Page 6: Divider/Instructions Page
Page 7: Custom Questions
Page 8: Information Sharing with AARP Foundation Consent Form
Client Facilitator Training – TY2018

16. Client Facilitator Training – TY2018
Intake Booklet
First three pages similar to prior years
Counselors complete gray shaded areas
Discuss and change all “Unsure” to “Yes” or “No”
Review Intake Booklet for out of scope items
This is not an option – REQUIRED for each taxpayer/couple/family
Some taxpayers may have difficulty answering all the questions.
Client Facilitator (if you have one) can help
You will help as you review all questions and entries
Client Facilitator Training – TY2018

17. Client Facilitator Training – TY2018
Intake Booklet
Understand the purpose of each consent and how to answer taxpayer questions
Tax-Aide Intake Booklet Volunteer Guidance TY2018 in Portal Library
Tax-Aide Intake Booklet Information for Taxpayers TY2018 in Portal Library and available to order
Preparation of tax return may not be conditioned on whether consents are granted or denied
It’s the taxpayer’s decision and information – not the Counselors’
Client Facilitator Training – TY2018

18. Intake Booklet: Global Carryforward Consent
Consent #1: Global Carryforward
Gives taxpayer flexibility to use any site next year and have carryforward of basic taxpayer data
Same-site carryforward available without consent
Taxpayer/spouse sign form if agree to consent
Preparer assigns PIN in e-file section
If consent denied no PIN required
Extended Carryforward no longer available. Last year, for the filing season, carryforward from a 2016 return prepared at any still active Tax-Aide site was available on a pilot basis. It is NOT available for the 2019 filing season. Make sure taxpayer understands that if he/she goes to another TCE/VITA site for the tax season, they must sign the global consent form in order for the information to carryforward to the other site. If taxpayer agrees, preparer will assign PIN while completing e-file section of return
Same site carryforward. Same site carryforward will include more information than in the past.
For example, for the 2019 filing season, same site carry forward will include the Simplified method worksheet and Form 1099-Misc.
Both taxpayer and spouse must sign consent. If one denies, consent is denied. Taxpayer may take consent home with 8879 to secure signatures.
Client Facilitator Training – TY2018

19. Intake Booklet: Relational Offices Consent
Consent #2: Relational Offices Consent
Allows TaxSlayer to share aggregated demographic data for all taxpayers with AARP Foundation
Consent required to e-file return
Taxpayer/spouse sign form if consent given
Preparer assigns PIN in e-file section
If consent denied return must be paper filed
Taxpayer/spouse not required to sign if consent denied
No PIN entered if consent denied
Relational Office:
To meet AARP Foundation low-income 50+ reporting needs, capture site data at the national level and provide uniform custom questions, AARP has implemented Relational Groups which requires an additional consent form
If Taxpayer elects not to disclose the information, the return MUST be filed by paper and TaxSlayer cannot provide the demographic data to the Foundation
If questions answered, allows TaxSlayer to share answers with AARP Foundation
Both taxpayer and spouse must sign consent
If one denies, consent is denied
Taxpayer may take consent home with 8879 to secure signatures
Client Facilitator Training – TY2018

20. Intake Booklet: Relational Office Consent Form
Security of Data
Limited number of Foundation staff have access to reports
Reports will not include individual taxpayer information
The Relational consent form found on page 5 of the booklet refers only to “VITA”. TaxSlayer will modify the form in the software to refer to “VITA/TCE.”
The data has been requested by the Foundation in the past. However, often the questions were modified at the site level making it difficult to collect accurate data. Using the relational EFIN will eliminate that problem
VITA sites have been successfully using the relational EFIN form for several years
Client Facilitator Training – TY2018

21. Intake Booklet: Information Sharing Consent
Consent #3: Information Sharing Consent
Information used to determine taxpayer eligibility for free programs and services offered by AARP Foundation
Taxpayer/spouse sign form if consent given
Preparer assigns PIN in e-file section
Information shared
Name, address, address, phone number and age
Adjusted gross income
Consent to share information is NOT required to e-file return
However, if taxpayer does not consent, the preparer must use “Did not answer” in order to e-file the return
Allow taxpayer/spouse to make decisions on consents
Both taxpayer and spouse must sign consent
If one denies, consent is denied
Taxpayer may take consent home with 8879 to secure signatures
Client Facilitator Training – TY2018

22. Intake Booklet: Custom Questions
Answers required for all national questions in order to e-file
Did not answer is a choice
National questions cannot be changed
National questions set up and passed to Tax-Aide sites through the use of the Relational Office function
Custom Questions: Include diversity and demographic questions to comply with AARP Foundation low-income 50+ reporting requirements and savings questions to help measure the Foundation’s strategic objectives
Client Facilitator Training – TY2018

23. Intake Booklet: Remaining Questions
Preparer completes remaining questions in software
How much of the refund the taxpayer saved
Type of savings product used
Was the taxpayer present during return preparation
Three following questions are in tax software, but not in the Intake Booklet:
How much of the refund the taxpayer saved – Tax-Aide question
Type of savings product used – Tax-Aide question
Was the taxpayer present during return preparation – IRS question
Client Facilitator Training – TY2018

24. Client Facilitator Tasks (cont)
Sort documents in Form 1040 order by taxpayer/spouse (if site practice)
Verify documents are for current tax year only
Sort others for review by Counselor
Identify complex tax returns
Communicate possible Scope problems to Local Coordinator
Some sites use some CFs as Greeters and then more experienced or better trained CFs as reviewers and organizers
Not every CF performs the same tasks, even at the same site.
Review should be done in a private area by an experienced CF.
When Sorting Documents, many counselors want to see everything that the Taxpayer has brought. The CF should separate documents that they feel is not necessary into a separate pile or group so the Counsellor can review quickly if desired.
Client Facilitator Training – TY2018

25. Client Facilitator Tasks (cont)
Aid Local Coordinator in assigning taxpayer to Counselor following site procedures
Ensure activity log updated when taxpayer departs site
Work closely with Local Coordinator to
Keep taxpayers comfortable and stress free as possible
Other items as determined by Local Coordinator
Be aware of site emergency procedures
Client Facilitator Training – TY2018

26. Client Facilitator Job Aids
Required Items
Tax-Aide Intake Booklet (includes Form C)
Site Sign In/Activity Reporting Log
In Scope/Out of Scope Poster
Taxpayer Information and Responsibility document
Information Regarding Consent Forms and Questions (D20453)
Verify required forms and posters are displayed daily
Provide CFs with the tools they will need to do their job.
Thoroughly review the tools and the purpose of the tools with the CFs.
Know where Local Coordinator keeps emergency contact list for all volunteers
Client Facilitator Training – TY2018

27. Client Facilitator Job Aids (cont)
Local Social Security offices/addresses
Other local city or state office phone number/addresses that might be needed or helpful
List of frequently used acronyms
Client Facilitator Training – TY2018

28. Client Facilitator Quiz
Taxpayer asks if he has to report cash receipts from odd jobs
What do you do?
Tell Taxpayer to discuss with the Counselor –
CF does not answer tax questions
Client Facilitator Training – TY2018

29. Client Facilitator Quiz
Taxpayer brings in Last year’s Intake Form C and says nothing has changed
What do you do?
Inform them that a new form must be completed every year
and give them this year’s Tax-Aide Intake Booklet
Client Facilitator Training – TY2018

30. Activity Reporting, Quality Review and ERO Tracking Log
Site may use an alternate form
Verify all taxpayers recorded – even if they just came in for a question you, as CF, answered

31. Client Facilitator Training – TY2018
Thanks!
Your contribution to taxpayers, the community and to the AARP Foundation deserves the highest praise. Thanks for all that you do to make the program successful!
Remember to have some fun
Client Facilitator Training – TY2018

32. Client Facilitator Training
Client Facilitator Training – TY2018