Volunteer Roles

Client Navigators ensure that tax sites run as efficiently and customer service oriented as possible. Depending on the tax site, Client Navigators may be responsible for ensuring that tax filers brought all documents needed to prepare their tax return; performing an initial screening for eligibility, help clients fill out intake documents, translating for preparers and reviewers, conducting an initial intake interview, assembling final paperwork with clients and ensuring all their questions are answered.

Client Navigators

• have strong interpersonal and communication skills and are detail oriented

• are often fluent in a second language such as Spanish, Amharic, Chinese, Dari, Pashtu, Vietnamese or Russian

• will attend required IRS and CTA training classes and pass the IRS Volunteer Standards of Conduct (VSC) and Intake Interview and Quality Review (IIQR) exams

At most sites, tax preparers work one-on-one with clients completing the intake interview and preparing the federal and state income tax returns with assistance from more experienced volunteer preparers and reviewers. Preparers also help with client greeting, intake and exit as needed. At drop-off and virtual locations, preparers may prepare tax returns based on information gathered at an intake interview appointment and have more limited interaction with taxpayers.

Preparers

• must have good computer skills and strong attention to detail.

• need excellent customer service skills, and the patience to listen to, understand and answer questions from clients about the tax preparation process and their tax situation

• take required IRS and CTA training and pass required IRS certification exams

Reviewers have volunteered as tax preparers with VITA/TCE for several years and have been identified as someone who has the skills to review the work of others, mentor less experienced preparers and has good rapport with clients. Reviewers are part of the quality process to ensure that all returns are accurate and complete. After preparation, every tax return is reviewed by a Reviewer who must complete the mandated quality review forms before a tax return is released to a client or filed electronically.

This position is generally filled by individuals formally identified by CTA prior to the tax season.  If you have not been contacted by CTA and are interested in this position, send an email to vgreen@communitytaxaiddc.org

• Reviewers must take all required CTA and IRS training and pass required IRS exams.

• Reviewers must have at least two-year’s experience preparing individual income tax returns for low-income taxpayers with significant annual hours of experience.

• Reviewers must have good computer skills and a strong attention to detail.

• Reviewers must speak, read, and understand English fluently.

• Reviewers need excellent customer service skills, and the patience to listen to, understand and answer questions from clients about the tax preparation process and their tax situation.

Site Coordinators are responsible for overseeing the operations at a tax site, ensuring that all required procedures are followed and that the site is in compliance with all IRS requirements. They are responsible for managing the workflow at the site and assigning volunteers as needed to ensure efficient operation of the tax site. Site Coordinators manage volunteer schedules and administrative duties. Site Coordinators often are in charge of the efile process and serve as back up reviewers.

This position is generally filled by individuals formally identified by CTA prior to the tax season. If you have not been contacted by CTA and are interested in this position, send an email  to vgreen@communitytaxaiddc.org

• Site Coordinators should have previous experience working at a volunteer income tax site and have a basic understanding of the tax preparation process.

• Site Coordinators must complete required IRS and CTA training and pass required IRS exams.

• Site Coordinators need strong interpersonal skills, experience providing services to low-income individuals.

• Site Coordinators must be dependable, self-directed, detail oriented, organized, efficient, and able to multi-task in a fast-paced environment