Client Facilitators

Responsibilities of Client Facilitators

Client Facilitators are an important first-contact for the taxpayers. Their responsibilities include:

• Welcoming clients and ensuring they are helped in an appropriate order and checked off on an appointment log or sequenced on the site sign-in sheet to be assisted by a Counselor.

• Greeting clients and verifying that they have the correct identification documents.  

• Ensuring that each client has brought correct forms and documents required to accurately complete their tax return.

• Determining, with assistance of a site Counselor, when a client’s return is outside of AARP Foundation Tax-Aide scope.

• Assisting clients in filling out portions of the Intake Sheet and other required papers. The CF will not address tax questions (unless they also happen to be certified as a Counselor). 

• Keeping information (such as waiting time) flowing to clients who are in the waiting area. 

• Ensuring appropriate production data is entered on the site sign-in sheet by the Counselor/ Quality Reviewer as each client departs, and before another client is served. 

• May assist Counselors and the ERO in maintaining an orderly file system of client tax folders. 

• Distributing any appropriate literature to clients. 

• Adhering to program policies and procedures including those outlined in the Policies and Procedures training.

• Working well with diverse populations and treating clients and other volunteers with respect. 

Client Facilitation Training

A training session will be held Thursday, January 15, 2025 from 10am - 12pm at the Mason District Government Center at 6507 Columbia Pike, Annandale, VA 22003.  

This session is mandatory for new Client Facilitators, and we strongly recommend that ALL CF's attend this training.

Training and Certification Requirements

1. Pass Link-and-Learn tests

• • All Client Facilitators must pass 2 tests before being allowed to work at a Tax-Aide site: 

    • • Standards of Conduct 

      • Intake/Interview and Quality Review

  • See Guidance for Taking the IRS Certification Tests Online.

  • Log-in to Link and Learn to take the tests.

2. Complete LMS training in the "portal"

• • Returning volunteers have an option to test out of the LMS modules. All volunteers must either test out of the LMS modules or complete the review of them:

    • • TaxAide Policies and Procedures Training

      • Technology and Security

  • See Using the Portal for help accessing the portal. If you have trouble, try using the Chrome browser. Once you are in the portal, select the Training tab, and you will see Policies and Procedures as one of the courses already assigned to you.  

3. Sign the Volunteer Agreement and send it in

• • You need to complete and electronically sign the Volunteer Agreement. Save it as "LastName, FirstName- volunteer agreement" and send it to Jeanne Bond at jeannetaxaide@gmail.com no later than January 21, 2025. Please cc your LC.

  • In the email, please also let Jeanne know that you have completed the required LMS courses.