1. AARP Foundation Tax-Aide Fall 2011 Volunteer Standards of Professionalism Taxpayer Information and Responsibilities

2. IRS Quality Site Requirements Standards of Conduct Training/Test AARP Foundation Tax-Aide Program Emergency Procedure Guidance Winter 2011 Volunteer Standards of Professionalism Taxpayer Information and Responsibilities Incident Review Protocol 1

3. Overview 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. 2

4. Key Elements: Volunteer Standards of Professionalism  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

5. Key Elements: 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 4

6. Taxpayer Information and Responsibilities Will be Available on Extranet (English and Spanish) Will be Posted on Site Locator Should be Available at all sites 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! 5

7. Regular Incident Review Protocol A volunteer has sustained an injury or property damage at a site, or while on program business, or an accident involving a taxpayer has occurred at a site; A volunteer has fallen ill at the site causing 911 to be called; There is a confirmed violation of the Standards of Professionalism by a volunteer; There is a confirmed violation of the Taxpayer’s Responsibilities by a taxpayer that results in either the taxpayer being told to leave the site and/or the police are called to the site; There is a complaint voiced by a taxpayer (or someone on their behalf) that involves an allegation of inappropriate action by any volunteer or other taxpayer. 6

8. Enhanced Incident Review Protocol A volunteer is arrested, charged with a crime and/or convicted of a crime; A volunteer is alleged to have improperly touched or sexually harassed a taxpayer or another volunteer; A volunteer engages in an aggressive act (verbal or physical) toward a taxpayer or another volunteer, as reported by a taxpayer to the Local Coordinator, or that is witnessed by or overheard by the Local Coordinator; A volunteer engages in inappropriate fiscal conduct (i.e. solicits business from taxpayers, accepts money for tax preparation services, or uses information obtained from a taxpayer for personal gain or criminal activity) or knowingly prepares an incorrect return for a client; A volunteer or taxpayer indicates that he/she plans to contact a lawyer or the media regarding an issue; 7

9. Questions?  Attend a Webinar 10 to be scheduled Nov 1-January 1  Check out the Extranet for Forms/more Information  Contact me with Questions Marcy Gouge 202-434-2197 mgouge@aarp.org 8