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Client Service Provider Digest - MA Tax-Aide

1. Purpose of Program Volunteer Standards of Conduct Certification Length of Service and Eligibility Non discrimination Program Promotion Available Resources Adherence to Program Policies 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest AARP Foundation Tax Aide provides free income tax assistance and preparation to low and moderate income taxpayers with special attention to those age 60 and older All volunteers must take and pass the IRS developed Volunteer Standards of Conduct training and test in order to work in the AARP Foundation Tax Aide Program They must also agree to these standards by signing the Volunteer Standards of Conduct form In order to be certified to provide tax assistance all volunteers in addition to fulfilling the Standards of Conduct requirements must attend appropriate training classes Details of these requirements are found under the specific position descriptions Counselors and EROs also must pass the IRS provided test in tax law at the advanced level and complete the required practice problems in order to hold those positions AARP Foundation Tax Aide volunteers are certified for one year and contingent upon satisfactory annual review may be re certified in subsequent years The tax season runs from late January through April 15 or through October 15 if assisting taxpayers after April 15 with questions or late returns For volunteers assisting taxpayers throu
2. eight 8 characters for Windows and TaxWise accounts At least one letter and one number in the password Choose a password that is not a dictionary word or someone s name Do not use TaxWise TW or any word related to taxes as a part or as the whole password The AARP Foundation Tax Aide approved anti virus and firewall software program must be used to protect all AARP purchased and donated computers from viruses and hackers If a personally owned computer is being used the program approved anti virus software or other functionally comparable anti virus and firewall software must be installed Update this software at least weekly Wireless Internet communications for TaxWise Online will be permitted under specific conditions and requirements All AARP Foundation Tax Aide provided and imaged computers and IRS Depot laptops may be used in a wireless network for TWO Donated computers that have the AARP provided image installed may also be used in a wireless network Site donated without the AARP image and personal computers may be used after passing a required computer security scan and must be registered Information on the security scan and registration process can be found on the OneSupport gt Technology Software gt Security Wireless 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 27 of 40 client server networking of the TaxWise Desktop software is not permitted but using a wireless connection to tra
3. page Other Landing Page Links Logged in an fob LC Tan Adde Extranet Q Welcome to the Tax Aide Program Logout Exit the Volunteer Portal 25 ES ES Increase the text size Update Profile Update Mailing Address and Residential Phone Update Profile When the volunteer chooses the Update Profile link they will see a pop up window with information from their VMIS volunteer record There are two pieces of information they can update Mailing Address and Residential Phone Number Update Profile Steve SC Volunteer ID 600144533 Member ID 0 Mailing Address Address Line 1 Line 2 Line 3 85 ANNEX City State Zip ATLANTA Georgia 30385 Residential Phone Number Phone Number 202 434 6032 Reminders e Some volunteer records have multiple addresses Mailing Residential and Seasonal Only the Mailing address can be updated through the Volunteer Portal Update Profile function e Volunteer Rosters display the address designated as the Tax Aide T A address The T A address can be the Mailing Residential or Seasonal address Only if the Mailing address is the T A address will a change through the Update Profile feature be reflected on the volunteer rosters e Caution If a volunteer has NOT signed up for reimbursement check direct deposit they should be cautious when changing their mailing address between April 15 and July 1 The address on a volunteer s expense statement MUST ma
4. be retained Because of important disclosure information AARP Foundation Tax Aide Tax Record envelopes D12225 must be given to all customers for whom a tax return is prepared Recording and reporting tax assistance activity of various sorts is essential to the AARP Foundation Tax Aide program The information collected is used to support funding requests to the IRS and AARP Foundation as well as for program promotion Maintaining complete and accurate data for the site creates a record of all taxpayers assisted and assures that the site and the state receive credit for all assistance given The Site Activity Log was created to assist volunteers in the collection of site information and can be used to record the types of volunteer tax assistance provided Volunteers should fill out a line on the Log and record the type of assistance given each time they help a taxpayer Recording Question and Answers is very important and often overlooked please give this special attention Contact your site supervisor with questions on Activity Reporting at your site All e file sites must have a process to ensure that all returns to be e filed are submitted in a timely manner no more than three days from Quality Review The site leader s must also ensure that acknowledgements are received and checked and verified and that all problems with rejected forms are resolved Taxpayers must comply with the program s Taxpayer Information and Respons
5. birth dates or the marital status of taxpayers with other volunteers taxpayers family or friends just as a matter of curiosity or interest is not permitted No computer in the program may use Windows XP or earlier All computers with the Windows XP or earlier operating systems in use in the program must be updated to Windows 7 Vista or higher or be disposed of This includes all computers site provided donated and personal computers All computers must be using Windows Vista or later Windows operating system editions when used in the Tax Aide program Windows XP is NOT being supported and its use is more and more likely to result in a security breach causing problems for the taxpayer and the program 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 10 of 40 AARP FOUNDATION TAX AIDE POSITION DESCRIPTIONS Purpose of Position Responsibilities of Position Qualifications Time Training and Travel Appointment Supervision and Scope of Authority Working Relations and Progress Review COUNSELOR COU Counselors under the direction of the Local Coordinator or Shift Coordinator provide tax assistance and preparation service to taxpayers In accordance with the policies and procedures of the AARP Foundation Tax Aide program the Counselor gt Prepares tax forms and or answers questions to the extent of his her current tax training and certification at assigned tax assistance sites Reviews t
6. goals that were not attained 3 What new group of taxpayers did you serve 4 What support do you need e g training in communication publicity supplies equipment etc 5 Specific ideas for program improvement e g how to reach more customers bring in more volunteers improve training 6 Other let off steam or brag about someone or something 7 Specific actions I will take to improve AARP Foundation Tax Aide service in my territory or area of responsibility 8 Counselors only If a leadership position coordinator instructor or both were available would you be interested in serving Yes _ Coordinator _ Instructor No L Thank you for your contribution 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 38 of 40 Appendix E Direct Deposit Form Instructions for Requesting a Direct Deposit of Reimbursements Direct Deposit of expense reimbursements is an optional service offered to AARP volunteers Once established all reimbursements received through AARP Tax Aide as well as any other volunteer engagement with AARP will be processed as a direct deposit to the bank account provided The Direct Deposit Authorization will continue until canceled in writing by the volunteer Direct deposit forms are best submitted separately from a reimbursement request Although a direct deposit can be set up at any time it is recommended that the request be submitted by March I of the tax
7. nation Thank you for being a part of this special program that assisted over 2 6 million taxpayers last year This Client Service Provider Digest is intended for Counselors COU Client Facilitators CF Shift Coordinators SCO and Electronic Return Originators ERO it will provide you basic information on the policies and procedures of the AARP Foundation Tax Aide program as well as position descriptions for these four volunteer positions More detailed information is available on the Volunteer ShareNet volunteers aarp org and in your training including the Volunteer Polices and Procedures training Client Facilitators in particular should look for a manual dedicated to them which describes their position in detail Further information about the policies and procedures in this digest are detailed in documentation on the Volunteer ShareNet gt Policies and Procedures in the Policy Manual and Operational Guidelines Your volunteer supervisor the Volunteer Standards of Conduct training test and the Volunteer Policies and Procedures presentation you should have received in training are important resources for you as well For information about getting started on the Portal and the Volunteer ShareNet please refer to Appendix A AARP Foundation AARP Foundation is working to win back opportunity for struggling Americans 50 by being a force for change on the most serious issues they face today housing hunger income and isolation By coordina
8. season in order to be available for an end of season payout of volunteer reimbursements The process of establishing a direct deposit account has two parts 1 Completing and submitting the form accompanying these instructions and 2 Providing bank verification showing the name of the volunteer together with the bank name routing and account numbers This requirement proves the Direct Deposit applicant has a valid bank account registered in their name to receive deposits and is a required business practice of AARP For a bank account not using checks i e Savings or Debit Card accounts Provide a printed account identification card indicating account holder s name bank name bank account number and bank routing number or a letter on bank letterhead Bank authentication letters must include a bank representative signature For a checking account Provide either a voided check or a copy of a check including the account holder s name a check number and the bank routing number and the account number The example below may be helpful to identify the routing and account numbers Your John Doe 123 Name amp 123 Anystreet ABA Routing Number Address Anytown USA Account Number Pay to the Order o DOLLARS 124356726 25497234 123 NOTE for Email submissions For Email submission of a Direct Deposit Authorization Form attach an electronic copy of a check or bank letter which like the Form may
9. AARP FOUNDATION TAX AID Client Service Provider Digest 2014 15 FOUNDATION Table of Contents INTRODUCTION 3 AARP FOUNDATION TAX AIDE VALUE PROPOSITION AND ORGANIZATION AARP FOUNDATION TAX AIDE CUSTOMERS AARP FOUNDATION TAX AIDE ORGANIZATION AARP FOUNDATION TAX AIDE VOLUNTEER POSITIONS GENERAL GUIDELINES AND POLICIES FOR ALL CLIENT SERVICE PROVIDER POSITIONS CONFLICT OF INTEREST GUIDELINES CONFIDENTIALITY AND SECURITY OF TAXPAYER DATA SUMMARY AARP FOUNDATION TAX AIDE POSITION DESCRIPTIONS COUNSELOR COU SHIFT COORDINATOR SCO CLIENT FACILITATOR CF ELECTRONIC RETURN ORIGINATOR ERO AARP FOUNDATION TAX AIDE PROGRAM ADMINISTRATION SITE GUIDELINES EXPENSE REIMBURSEMENT INSURANCE COVERAGE ACCIDENT INSURANCE STANDARDS OF PROFESSIONALISM TAXPAYER INFORMATION AND RESPONSIBILTIES CONFIDENTIALITY AND SECURITY OF TAXPAYER DATA DATA SECURITY TAXPAYER DATA RETENTION TAXWISE DESKTOP ONLY PHYSICAL SECURITY REPORTING A LOSS APPENDIX A GETTING STARTED ON THE PORTAL APPENDIX B COMMON ISSUES USING PORTAL APPENDIX C OTHER LANDING PAGE LINKS APPENDIX D VOLUNTEER ASSESSMENT APPENDIX E DIRECT DEPOSIT FORM oo 10 11 11 12 16 18 21 23 23 24 25 26 27 28 29 30 34 36 37 39 INTRODUCTION Welcome to another season of AARP Foundation Tax Aide More than 35 000 volunteers serve taxpayers each year making this program the largest of its kind in the
10. Client Facilitators and ERO assigned to the shift Arranges for substitutes as needed Oversees the flow of taxpayers to Counselors considering the difficulty of the return and the experience of the Counselor Provides or directs other Counselors to provide quality reviews for all returns Reports issues problems to Local Coordinator Ensures that all program data security procedures are followed Ensures that completed and quality reviewed returns are promptly identified to the ERO and transmitted in accordance with the schedule established by the Local Coordinator Ensures that all taxpayer material is properly secured including during and at the end of the shift Ensures that equipment is properly secured and that host provided equipment has been arranged or stored as agreed upon at the end of the shift Completes the Site Activity Log as directed by the Local Coordinator Advises the Local Coordinator of the need for supplies for future shifts Reports equipment problems and status to the Local Coordinator Adheres to program policies and procedures especially the IRS Volunteer Standards of Conduct and the Counselor Guidelines and Confidentiality and Security of Taxpayer Data sections in the Client Service Provider Digest and the AARP Foundation Standards of Professionalism YYY Vv V VW v v VVVWV The Shift Coordinator must have the ability to implement program policy and provide direct oversight of the program and its volunteers at a s
11. Features Located at www aarp org taxaide our website offers tax assistance frequently asked tax questions tax preparation site locations and other program information Information on AARP Foundation Tax Aide volunteer opportunities is also available on the website How to Volunteer via web Interested persons can visit www aarp org taxaide where an online volunteer recruitment form can be located and filled out Volunteering positions are available for everything from technical support tax preparation communications training administrative support and leadership Volunteer Leadership Positions Tax training and certification is encouraged but it is not required for many leadership positions Leadership position descriptions are provided on the Volunteer ShareNet gt Leadership Development Volunteer Policy AARP Foundation volunteers will receive equal opportunity and treatment throughout recruitment appointment training and service There will be no discrimination based on but not limited to race nationality gender disability sexual orientation gender identity or religion This policy applies to all volunteers 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 5 of 40 AARP FOUNDATION TAX AIDE CUSTOMERS How Many During the 2014 tax season from late January to April 15 we served over 2 6 Customers million customers Over the past 47 years we have served m
12. The CF maintains a close working relationship with the LC SCO and the tax Counselors working at the site The LC monitors the CF s performance on an on going basis and provides feedback Note In December 2013 a Client Facilitator Manual was introduced to help fully train volunteers in the Client Facilitator role Please refer to the Volunteer ShareNet gt Policies and Procedures gt Manuals Policies and Procedures for an electronic copy 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 15 of 40 Purpose of Position Responsibilities of Position Qualifications Term of Service and Eligibility ELECTRONIC RETURN ORIGINATOR ERO The Electronic Return Originator ERO works with the Local Shift Coordinator LC SCO the Technology Coordinator TC and the Counselors to electronically file federal and state tax returns with the IRS and state Departments of Revenue via IRS provided tax preparation software TaxWise and the software provider CCH SFS In accordance with the policies and procedures of the AARP Foundation Tax Aide Program an ERO gt Follows the a designated process to ensure all completed and only quality reviewed e file returns are timely transmitted within three days of creation to CCH SFS Electronic Filing Center includes state e files Assures IRS state e file acceptance acknowledgements or rejection Assures rejected e file returns are resolved timely Assures that 100 of retu
13. Y AND SECURITY OF TAXPAYER DATA NOTE No computer in the program may use Windows XP All computers with the Windows XP or earlier operating systems in use in the program must be updated to Windows 7 or higher or be disposed of This includes all computers site provided donated and personal computers All computers must be using Windows Vista or later Windows operating system editions when used in the Tax Aide program From Policy Manual Section 6 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 26 of 40 Data Security All returns must be prepared in front of the taxpayer and all tax forms and records including the Interview and Intake sheet given back to the taxpayer at the end of that assistance session Sites or EROs will not keep any forms or documents with taxpayer identity and or SSN number on the document unless it is mandated by the IRS or a state local taxation or revenue agency This includes W 2s 1099s and Form 8879 Form 8453 if used for mailing supporting documents to the IRS is an example of a form that can be retained but only for no more than three business days after receipt of the Acknowledgment Appropriate steps to secure taxpayer data must be taken at all times No later than April 30th all taxpayer data must be deleted and purged from all computers and removable data storage devices that have been used in the program including without exception personally owned and loaned computers Local Co
14. above The National Office does not expect volunteers to replace computers that were stolen but if a claim is submitted to the insurance company and a volunteer gets reimbursed for the value of the computer s that portion of the settlement should be sent to the National Office to pay for a replacement s 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 29 of 40 APPENDIX A GETTING STARTED ON THE PORTAL Volunteer Portal Overview The AARP Foundation Tax Aide Volunteer Portal is a web based centralized access point from which volunteers can access all Tax Aide program information and operational applications Current operational applications accessible through the portal are e Volunteer Recruitment System e Site Update System e Activity Reporting System e Online Material Ordering System e Update Address e FAST Reimbursement System e Volunteer ShareNet The Volunteer ShareNet is the portal application through which volunteers will be able to view and download all Tax Aide information such as forms position descriptions manuals training documents sample publicity recruitment and administrative materials and much more All active volunteers may register for and log in to the portal An individual volunteer s access to applications and data is based upon their titles and assignments Volunteers access the Volunteer Portal to register or log in at https volunteers aarp org Portal registration requir
15. approach where the backup media is handed to the repository in person is the other permitted option The repository should confirm by email that the files were received unless the person to person method was used The files can only be returned to the District from which it was originally submitted Additional information on data retention and securely sending taxpayer data can be found on the Volunteer ShareNet gt Technology Hardware folder gt Security Do not send taxpayer data via USPS mail Taxpayer data may be sent over the Internet only by using TaxWise mail or as an attachment to regular email that is in the form of a backup created by the TaxWise program Retained data must otherwise be exchanged by face to face delivery See section 9 3 Any taxpayer data retained must be properly disposed of deleted and purged once it is no longer needed no later than April 30 of the following year Physical Security Store computer equipment in a secure locked location whether left at a site or taken home by a volunteer If at all in doubt about the security of a server computer one that has taxpayer data to be stored at a site consider other more secure options such as a volunteer taking it home and securely storing it there Do not store computers in a car or leave computers unattended in a visible area of a car Volunteers must exit TaxWise before leaving a computer for a break turning off the computer or closing the lid on a laptop when
16. at have been trained and are certified by the IRS to prepare a range of individual income tax returns Please take a moment to read the following information which will ensure a smooth process for both you and the volunteers at this site gt You are responsible for the accuracy of your return You are to ensure the return is complete and accurate before you sign the Form 8879 the volunteer will ask you to sign Our volunteers do not provide legal or financial advice Our job is to assist you to complete and file your federal and or state tax return We are not permitted to provide advice such as how you can reduce your tax responsibility or handle other financial responsibilities You may need to consult with a paid tax professional or financial advisor if you have questions that we cannot answer gt There are some types of returns that we cannot assist you with Some taxpayers have situations that require a tax form that is outside the scope of our program our training and the IRS certification Please review the poster which is available at this site for a list of circumstances which are deemed out of scope for this program Additionally even if the return does fit within the allowable scope of our assistance a volunteer may need to decline to assist you if your return is beyond the comfort level of their experience If you have any of those situations then this site will not be able to prepare your tax return even if this site has done
17. atisfactory annual review and continued Counselor certification may be re appointed for subsequent one year terms ERO is eligible for other AARP or AARP Foundation volunteer positions 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 16 of 40 Time Training and Travel Appointment and Supervision and Scope of Authority Working Relations and Progress Review The position is most active during late January through April ERO must acquire knowledge of tax law for reject resolution electronic filing procedures including software and hardware issues as well as an orientation to the AARP Foundation Tax Aide program ERO assists in the implementation and operation of district e filing sites and attends meetings as necessary The ERO may be required to travel to several tax sites LC appoints the EROs with the concurrence of the DC The ERO reports directly to the LC ERO assists the LC and any SCO in all matters concerning the electronic filing of federal and state tax returns at assigned site s EROs maintains a close working relationship with the LC any SCO Counselors TC and CCH SFS for the electronic filing of federal and state tax returns The ERO s performance is monitored by the LC with feedback from the district s TC 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 17 of 40 AARP FOUNDATION TAX AIDE PROGRAM ADMINISTRATION Taxpayers Served Location Required Pub
18. ax returns prepared with taxpayers since taxpayers are responsible for the accuracy of the return Adheres to site schedules and guidelines Accepts no money or other gratuity for services Maintains the strict confidentiality and protects the security of all taxpayer information and records at all times Adheres to program policies and procedures especially the IRS Volunteer Standards of Conduct and the Counselor Guidelines and Confidentiality and Security of Taxpayer Data sections in the Client Service Provider Digest and the AARP Foundation Standards of Professionalism gt Promotes and supports the program through word of mouth and wears an AARP Foundation Tax Aide name badge while serving at a site gt Records assistance given and Quality Review completed as directed by the Local Coordinator Counselors must pass the IRS Voluntary Standards of Conduct VSOC test and the Advanced level of the IRS test to be certified by the IRS for the purpose of providing tax assistance in this program and agree to by signing it the IRS Volunteer Standards of Conduct IRS Form 13615 Vv VVV WV Typically Counselors are required to volunteer at least an average of four hours a week during the tax season usually from February to April 15 plus 16 36 or more hours of training in December or January Counselors acquire tax knowledge through attendance at Counselor class and may also use the online training course Counselors must also be tra
19. be scanned or photographed If using photographs it may be most convenient to email the separate photos to your Email account and then attach them to an Email to AARP Financial Services Using a cell phone it is easy to place a blank check below the signature line of the Direct Deposit Request Form and email the photo to AARP Financial Services NOTE for all requests Including a telephone number on the Authorization Form will allow the AARP Financial Services Department to contact you if the information provided is not complete Also providing an email address will allow an automatically generated email to be sent to you whenever a direct deposit is authorized for deposit into your bank account Thank you for setting up a Direct Deposit You will receive expense reimbursements faster and the Tax Aide program will reduce its administrative costs 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 39 of 40 AARP Tax Ai AARP General Accounting Services Direct Deposit Authorization Form Published by the AARP Tax Aide Program AARP Tax Aide is a program of the AARP Foundation offered in conjunction with the IRS Note Items marked with are required fields VOLUNTEER ID NAME TELE E MAIL ADDRESS CITY STATE ZIPCODE I authorize AARP to initiate credits to my account for Reimbursement of Expenses This Authority will remain in effect until canceled by me in
20. curity protection and empowerment to older persons in need with support from thousands of volunteers donors and sponsors AARP has staffed offices in all 50 states the District of Columbia Puerto Rico and the U S Virgin Islands Learn more at www aarp org 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 3 of 40 AARP FOUNDATION TAX AIDE VALUE PROPOSITION AND ORGANIZATION Value Proposition Giving peace of mind and economic benefits to taxpayers families communities and partners AARP Foundation Tax Aide s knowledgeable volunteers deliver free high quality tax services AARP Foundation Tax Aide is the nation s largest volunteer run tax assistance and preparation service preparing tax returns and answering tax Moves questions free of charge AARP Foundation Tax Aide is offered in conjunction with the IRS Where We Serve Most taxpayers receive in person assistance at nearly 5 000 sites nationwide Our Taxpayers Free electronic filing is offered at all sites Sites are located in malls libraries banks senior centers and other convenient facilities How Many Volunteers Approximately 35 000 volunteers make up AARP Foundation Tax Aide Virtually all volunteers provide tax assistance and 7 600 are also volunteer leaders Program and Structure and Administration AARP Foundation Tax Aide is a nationwide volunteer run program Regional and state volunteer leaders share in settin
21. e Portal Login screen enter your Email email and temporary password Password Forgot Password Click Here i User Register 5 On the Change your Password screen enter the temporary password and a PAS new password and click on Save Note that your password must be a minimum of six characters cannot exceed twenty characters and must contain one number 6 Log in to the Portal using the new 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest password Page 33 of 40 APPENDIX B COMMON ISSUES USING PORTAL Appendix B Portal Access and Login Error amp Resolution If you encounter this error when using a previously saved bookmark for the Portal 1 Click on Favorites Menu 2 Right mouse click on Bookmark for Volunteer Portal 3 Select Properties 4 URL box should show https volunteers aarp org portal core welcome h tm MSG DSPLAY_LOGIN Delete everything after aarp org Box should show https volunteers aarp or Gerd web damen Sensty Ah motn Other Portal Access and Login Error amp Resolution If you encounter one of the errors shown below or any other while trying to login Error A prve err aa cc comet Put pres un hum proceneng you eaves w Code sebas 4M 7 Nan Deen joe wes voe v een org Please close reopen the browser and type in the URL https volunteers aarp org in the URL address box at the top of browser If this doesn t resolve the issue please follow the steps on next pa
22. eed to know in order for you to complete the return Follow all policies in the Security and Confidentiality section When an issue arises regarding the completion of a taxpayer tax return that requires consulting another volunteer please discuss the issue without mentioning the taxpayer s name away from the taxpayer and in a low voice this ensures not only the protection of the taxpayer s privacy but also that any difference of volunteer opinion is resolved in a way that sustains the taxpayer s confidence If a taxpayer should become angry do your best to defuse the situation If that is not successful move the discussion to a quiet area if possible and immediately involve the site coordinator Provide appropriate needed assistance to those with a disability to ensure they feel welcome at your site and that their specific needs are accommodated If requested assistance is not readily available report the concern to your site coordinator who will involve the district coordinator and others as appropriate Do not provide the full name address phone or email information for any AARP Foundation Tax Aide volunteer to a taxpayer or agency Refer such inquiries to your site coordinator who will respond 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 24 of 40 TAXPAYER INFORMATION AND RESPONSIBILTIES Welcome to our AARP Foundation Tax Aide site This site is staffed with AARP Foundation Tax Aide volunteers th
23. elp to develop an accurate picture of income sources and potential credits The Counselor should probe the 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 18 of 40 Quality Review Finishing the Return Tax Record Envelopes Activity Reporting E filing Process Taxpayer Responsibility 100 goal for 2015 taxpayer for further information for any box which is checked unsure and should note on the form any pertinent information provided by the taxpayer Quality review of each tax return by a second certified person preferably an experienced Counselor is required When performed correctly and consistently quality reviews improve return accuracy result in fewer rejects and lead to greater customer satisfaction Sites must use the appropriate Tax Wise Preparer Use Field to record who performed the quality review This entry is to be keyed in by the volunteer doing the quality review and must not be defaulted When a return has been completed including quality review Counselors must review the return with the taxpayer and explain and ask the taxpayer to sign the Form 8879 that they are agreeing that the return is complete accurate and ready to e file to the IRS Taxpayers must be given one copy of the return and the signed Form 8879 All taxpayer records including the Interview and Intake sheet must be returned to the taxpayer at the end of the tax assistance session No taxpayer records may
24. eptable Activities Personal Financial Gain Volunteers must not accept compensation for the performance of their duties Compensation includes fees gratuities or other dispensations to volunteers or to members of the volunteer s immediate family or household It is important that AARP Foundation Tax Aide volunteers avoid either a conflict of interest or the appearance of a conflict of interest when conducting AARP Foundation Tax Aide activities A conflict of interest or the appearance of a conflict of interest occurs when an AARP Foundation Tax Aide volunteer engages in providing a service with a profit motive conducted as an employee or an independent contractor or when a member of the volunteer s immediate family or household participates in such an activity All volunteers are required to disclose any potential conflict of interest to their supervisor who will inform others of the conflict or appearance of a conflict leading to a determination in writing by the State Coordinator or Regional Coordinator of whether the activity described is an unacceptable conflict of interest Volunteers including AARP Foundation Tax Aide volunteers while representing the AARP Foundation or participating in an AARP Foundation Tax Aide activity shall not promote products services or political candidates or issues nor make use of their relationship with AARP AARP Foundation or AARP Foundation Tax Aide for personal profit or the profit of any o
25. er e 10 another AARP source What type of impact has Tax Aide had on your life Top 2 answers e 86 It gives me peace of mind knowing that my taxes are being prepared by a knowledgeable volunteer e 64 It has reduced the anxiety I have when I do my taxes Source 2014 AARP Foundation Tax Aide Customer Satisfaction Survey results are rounded and may not total 100 due to rounding 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 6 of 40 AARP FOUNDATION TAX AIDE ORGANIZATION The reporting structure on this chart flow down from those critical volunteers serving taxpayers Electronic Return Counselor Client Facilitator Non Counselor Shift Coordinator Originator ERO COU CF NC SCO District Coordinator DC Regional Administrative National Committee Chairs Advisor F I Coordinator Technology Training Leadership RAA RC and Operations Regional Technology Advisor RTA AARP Tax Aide National Office Staff Regional Training Advisor RRA Black Indicates Volunteer Supervisory Responsibility Regional Dotted line indicates supporting relationship Partnership Communications Advisor Can be a Counselor or an on line Counselor RPA Paid staff All other positions are volunteers 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 7 of 40 AARP FOUNDATION TAX AIDE VOLUNTEER POSITIONS GENERAL GUIDELINES AND POLICIES FOR ALL CLIENT SERVICE PROVIDER POSITIONS
26. es the volunteer s contact information including an email address preferably the same as is recorded in the volunteer s VMIS record birth date as an identifier in the event of a lost password and Volunteer ID number The log in is through the use of an email address ID combined with a password either assigned by the national office or initially determined by volunteers on registration 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 30 of 40 Accessing the Volunteer Portal 1 To access the Volunteer Portal you will need to enter https volunteers aarp org in your web browser The Volunteer Portal Home page is displayed as shown Portal Browsers Portal browsers supported are Internet Explorer 7 8 or 9 with compatibility The AARP Volunteer Portal is an easy to use website that view Firefox Chrome and Safari are provides tools information and resources for AARP and AARP Foundation Volunteers not guaranteed to work consistently Not sure if you are registered Follow the Resetting Password procedures You may need to contact the HelpDesk Emaii Portal or do not see the menus once Password logged in Z Please refer to Appendix B got Password Click Here ew User Register New Here Have a suggestion or comments to help make this site more useful Please send us your feed back to volunteerportal aarp org Copyright 1995 2012 AARP All Rights Reserved 2 If you already have accessed t
27. essing and or using Portal applications When to contact your ADS e Changing the email address that you use for Tax Aide related correspondence e Notify the state ADS who will update your volunteer record AND e Send an email to HelpDesk aarp org to have your Volunteer Portal login email address changed the ADS cannot update Portal login information 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 32 of 40 Resetting Password If you get a Login Failed error or forget your password J Login to Portal Login failed Please enter a valid combination of Email Address and Password 1 Click on Click Here E E Password too Forgot Password Click Here New User Register Forgot Password E Please enter the e mail address you used at registration 2 Enter your email address and click on usury wrens OK Email Address I E From noreply info aarp org Dear volunteer name 3 Check your email from A new temporary passwor has been es Janeatoyour account norepl y aat p org 1n your inbox and Your temporary password ss9xwhf6 spam folder Make a note of the Please Click Here and enter this password exactly as it appears You will then be prompted to choose a permanent password for your temporary password that has been ee assigned and click on Click Here If you need additional help please contact us at helpdesk aarp org Thank you AARP Login to Portal 4 On th
28. eview service is done for your benefit to ensure that you receive the best service that we can provide gt You can expect our volunteers to treat you in a courteous and professional manner In return our volunteers expect you to treat them with courtesy as well Anyone who becomes disruptive will be asked to leave without having his or her return prepared Failure to comply when requested to leave the site may result in the police being contacted 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 25 of 40 gt Feel free to let us know if you have comments questions or concerns about your return or your experience at this site If you need to contact us after this site has closed at the end of the tax season you should contact AARP at 1 888 687 2277 or 1 800 424 2277 toll free or send an email to Taxaide aarp org Please do not try to contact any volunteer counselors at their home or outside of this site In order to assist the volunteer in accurately and completely preparing your return please be sure you have the following documents with you Required documents in order to have return started Social Security Cards or comparable documentation for you your spouse if applicable and all others on the return Picture ID for the taxpayer s present when the return is being prepared Income related documents Forms W2 Unemployment compensation statements SSA 1099 1099R and other 1099 forms or identificatio
29. g policies while also assuming most supervisory and operational responsibilities Counselors provide all service level tax assistance Electronic Return Originators EROs manage the tasks related to e filing the tax return Client Facilitators provide a first point of contact for taxpayers and keep service orderly and efficient Instructors provide tax training to Counselors Shift Coordinators and Local Coordinators provide site leadership Coordinator and Specialist Roles Coordinators in general recruit and supervise volunteers at all levels Shift Coordinators SCOs assist in managing the sites while they are open Local Coordinators LCs manage assigned site s ensuring site compliance with program policy activity reporting and Counselor reimbursement and may be responsible for volunteer recruitment and training volunteer certification site creation database accuracy and other activities District Coordinators DCs manage activity at the district level and recruit and supervise Local Coordinators State Coordinators SCs oversee all state activities and set state operation policies Administrative Coordinators ACs Communication Coordinators CCs Technology Coordinators TCs and Training Coordinators TRCs support their specialty interests at the local levels Specialists support administration partnerships and communications technology prospective volunteers and training needs at the state level Regional advi
30. ge AARP Volunteer Portal Microsoft Internet Explorer provided by AARP G gt v A hitps volunteers sarp orgl 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 34 of 40 Appendix B COMMON ISSUES USING PORTAL continued Clearing Histories Goto the menu Tools gt Internet Options On General Tab click on Delete Browsing History Select Temporary Internet Files Cookies and History and unselect preserve Favorites Website Data Select Delete Close the browser and type in the URL https volunteers aarp org in the URL address box at the top of browser instead of using bookmark If all fail please email taxaide aarp org 6 v A hitps volunteers sarp org Registeration Errors If you get below error after registering If the system indicates you already have a account with the email you entered Please Reset your password AARP You already have an account If after registering you get the error shown below You have existing email account that doesn t match the information just entered Please contact us at helpdesk aarp org or call 1 888 925 2002 so we can arrange to update your record in our database and send you a temporary password 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 35 of 40 APPENDIX C OTHER LANDING PAGE LINKS In addition to the menu My Preferences there are three 3 additional links on the volunteer s Landing
31. gh the program s website the tax season is the entire year Volunteers must work well with diverse populations and always treat taxpayers and other volunteers with respect and courtesy regardless of but not limited to their race nationality gender disability sexual orientation gender identity or religion Volunteers should support and promote the program through word of mouth not only to advertise the tax preparation service but to recruit new volunteers Volunteers will be provided with the resources necessary to fulfill their responsibilities including 16 to 36 or more hour training classes printed reference materials and online information sources AARP Foundation Tax Aide provides limited insurance coverage and reimbursement for covered travel expenses See specific sections of this digest for details on these topics All volunteers are expected to adhere to program policies and procedures including scope and site guidelines conflict of interest and avoiding unacceptable activity policies confidentiality requirements and the IRS Volunteer Standards of Conduct and the AARP Standards of Professionalism The AARP Standards of Professionalism are contained later in this digest Failure to comply with any of these policies procedures or standards could be grounds for removal from the program Page 8 of 40 CONFLICT OF INTEREST GUIDELINES Not Accepting Compensation Conflict of Interest Obligation to Avoid Unacc
32. he Volunteer Portal for other AARP Foundation Tax Aide functions and are already registered or you have received an e mail stating that you have been pre registered you will enter the Volunteer Portal by keying in your portal login email address and password and then click the Login button 3 If you have forgotten your password see section Resetting Password in this document 4 Once logged in the Volunteer s menu My Preferences is displayed Logged in as Veronica Coates Update Profile Logout A A A Volunteer Portal olunteer Porta e Tax Aide Welcome to the Tax Aide Program Welcome to the Volunteer Engagement Portal The AARP Tax Aide 0 ge that can be u guides information along with resources for electronic filing e filing Please access the site regularly to experience the new content and features that we will continue to add Thank you for your service to the AARP Tax Alde Program Copyright 1995 2010 AARP_ All Rights Reserved 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 31 of 40 Who to contact if you need assistance When to contact the AARP HelpDesk e Wish to change login email address e Changing email address in Volunteer record will NOT change Portal login email address e Trouble registering e HelpDesk aarp org e 1 888 925 2002 M F 8am 11pm EST When to contact Tax Aide e If you can log in to the Portal contact Tax Aide ops aarp org for assistance with acc
33. he portal at the end of the tax season This should be done at the instruction of the Local Coordinator through the Portal If volunteers do not wish to receive reimbursement no action is necessary However you should thank them for helping to ensure the financial viability of the Tax Aide program Volunteers who wish to itemize expenses 1 e to request reimbursement for mileage can use the expense form from the Volunteer ShareNet or use the automated FAST system The automated FAST system is strongly preferred and should be used To access the volunteer system enter the Portal https volunteers aarp org then Reimbursement and My Reimbursements sections For additional and the most up to date instructions log in to the Portal and go to the Volunteer ShareNet gt Portal Applications Support gt Reimbursement Whichever method is used mileage claims must be documented by listing each date of travel the location s and the roundtrip mileage The location and roundtrip mileage is needed only once for repeated trips to and from the same location but the individual dates must be listed 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 21 of 40 along with the hours worked Be sure also to indicate the total mileage Expense statements that do not provide sufficient detail cannot be processed by the National Office and will be returned All volunteers should use the expense code T for transpo
34. iate literature to taxpayers gt Adheres to program policies and procedures including those outlined in the Program Policies and Procedures presentation available on the Volunteer ShareNet and the IRS Volunteer Standards of Conduct The CF must receive annual training on program policies and procedures pass the IRS Standards of Conduct test and agree to it by signing the IRS Volunteer Standards of Conduct form The CF must also be organized personable and enjoy working with people The CF will need skill in dealing with taxpayers that want immediate answers to their tax questions but will sometimes be required to wait for answers from a tax Counselor The position is appointed annually and runs during the tax season from late January through April 15th An average of at least one shift each week is typical during this period A typical shift takes four to five hours Training by the LC will be required to become familiar with program policy administrative matters such as site activity logs and Intake and Quality Review Form applicable site procedures and orientation to the program The CF will not be required to travel except to work at the assigned sites 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 14 of 40 Appointment Supervision and Scope of Authority Working Relations and Progress Review The CF is appointed and reports directly to the LC and does not supervise any other volunteer position
35. ibilities A copy of this document must be available at the site for taxpayers to review It is included in this document for reference Taxpayers retain sole responsibility for the accuracy and completeness of their tax returns Counselors should encourage taxpayers to participate to the extent possible in preparing their own tax forms Counselors must thoroughly review the return with the taxpayer explain with asking the taxpayer to sign the Form 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 19 of 40 8879 that they are agreeing that the return is complete accurate ready to e file to the IRS and that they understand they are responsible for the return IRS Support IRS offers toll free assistance to AARP Foundation Tax Aide Counselors as pp part of the TCE program at 1 800 829 8482 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 20 of 40 EXPENSE REIMBURSEMENT Reimbursable Expenses Reimbursement Options Direct Deposit Flat rate Reimbursement Process Itemizing Expenses Program volunteer expenses are reimbursable for training activity conducted after October 1 and for tax assistance provided during the standard 1040 filing season through April 20 Counselors Client Facilitators Shift Coordinators and EROS hereafter referred to as Volunteers can only be reimbursed for transportation and not for other expenses such as supplies Volunteers submit reimbursement claim
36. ined in program policy and to properly record assistance given on the activity log Counselors travel locally to training and sites Counselors are appointed annually They are assigned to sites by the District or Local Coordinator after IRS certification and program policy and administrative training sessions are completed Counselors report directly to the Local Coordinator and do not supervise any other volunteer Experienced Counselors may be assigned to mentor new Counselors Counselors work closely with taxpayers Electronic Return Originators EROs when e filing and their Local Coordinator Local Coordinators evaluate Counselors on an on going basis and provide feedback 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 11 of 40 Purpose of Position Responsibilities of Position Qualifications Time Training amp Travel SHIFT COORDINATOR SCO Under the direction of the Local Coordinator the Shift Coordinator SCO is responsible for coordinating and managing all phases of site operations at a specific site during an assigned period of time shift acting for the Local Coordinator LC In accordance with the policies and procedures of the AARP Foundation Tax Aide program the Shift Coordinator SCO Manages site operations for a specific shift including physical setup following local and district policies Complies with the Quality Site Requirements Manages the activities of the Counselors
37. ing amp certification are consistent amp fair IRS provides adequate support Information is communicated as amp when needed Materials forms amp supplies are sufficient Necessary equipment is available Counseling sites are well managed Counseling sites have enough Counselors All tax returns are quality reviewed Reports are submitted accurately amp timely Sites are monitored amp helped as needed Supervisors recognize volunteers service Counselors should proceed now to Part II on the reverse side of this page all others should rate statements 15 21 below before proceeding to Part II i Disagree Agree 15 Statistical reports activities amp costs are received timely 1L 20 3L 4 sL 16 Program national committees give needed support SiGe Der ser va mI e 17 Activity Reporting is easy to understand and complete 1L 2m 3L 4L sI 18 The program s organizational charts are helpful _ um m el e 19 Our organizational structure makes sense 1L 200 3L 4 5L 20 Recruiting resources provide adequate assistance ul Po ele seal Se 21 The program reaches as many communities as need it E TUS ess e al S 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 37 of 40 Part II to be completed by all volunteers 1 What worked well describe innovations successes goals that were attained 2 What did not work well describe problems that you need help in solving
38. ite SCOs should be an experienced Counselor and experience as an ERO is most desirable The SCO must have passed the IRS certification exam and signed the IRS Volunteer Standards of Conduct form The position requires major effort during the tax filing season late January to April Some time will be required prior to the start of the season for management training The SCO must acquire a current knowledge of operational and administrative procedures associated with the program as provided by the National Office DC and LC 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 12 of 40 The SCO is appointed annually by the Local Coordinator with the Appointment and concurrence of the District Coordinator and reports directly to the Local Supervision amp Coordinator The SCO assists the LC in matters relating to the operation of Scope of the site and manages the activities of the ERO Counselors and Client Authority Facilitators assigned to their shift The LC remains the supervisor of all volunteers assigned to a site Working The SCO works closely with the Local Coordinator and with members of the Relations amp district staff as needed The SCO s performance is monitored on an ongoing Progress Review basis and reviewed annually by the Local Coordinator 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 13 of 40 Purpose of Position Responsibilities of Position Qualifications Time T
39. l items owned by AARP Foundation Tax Aide volunteers are not insured since AARP does not cover personal items LIABILITY PROTECTION Volunteer Liability Act of 1997 The Volunteer Protection Act of 1997 S 543 provides that certified volunteers are not liable for harm caused by an accident or omission provided they are acting within the scope of their responsibilities and the harm was not willful Volunteers may be personally liable of both these conditions are not met Thus it is extremely important that volunteers never prepare returns that are out of scope of the Tax Aide program and or for which they have not been trained For tax returns that are out of scope or for which a Counselor does not have adequate training and certification taxpayers should be referred to paid preparers or to the IRS If volunteers do not feel qualified on a particular issue that is in scope they should refer the taxpayer to another Counselor who is qualified 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 23 of 40 STANDARDS OF PROFESSIONALISM AARP Foundation s Tax Aide program relies on its credibility for its success Volunteer relationships with taxpayers at our sites are one of the largest measures of determining our credibility At the same time we recognize that our volunteers deserve to be treated with respect and work in a safe environment To that end you are encouraged to immediately involve your si
40. lications Confidentiality and Security Identification and Accuracy of Returns SITE GUIDELINES AARP Foundation Tax Aide provides free tax assistance to taxpayers with low and moderate income with special attention to individuals age 60 and older Assistance may be provided to individuals under 60 if assistance to those 60 and over is given priority and no additional program expense is incurred Taxpayers will be served with courtesy and confidentiality regardless of but not limited to their race nationality gender disability sexual orientation gender identity or religion All tax assistance except for rare home visits shut ins and electronic filing transmission must be performed at the site Sites must not be located at individual volunteers homes and volunteers must not prepare returns at the homes of taxpayers except for home visits shut ins and then only as directed by the LC and in accordance with state guidance on home visits shut ins All sites must have the following documents at the site for volunteer use IRS Pubs 17 and 4012 any appropriate state tax instructions and the Taxpayer Information and Responsibilities document as well as AARP Foundation Tax Aide CyberTax messages identified as IRS Volunteer Quality Alerts Reference documents may be in electronic form Volunteers must maintain strict confidentiality and security of all taxpayer information and records at all times Sites must be set up in a
41. manner that minimizes the likelihood that others can hear taxpayer conversations or see taxpayer data on a computer screen or as a hard copy document Refer to page 30 of this document for additional details Taxpayers not immediately known by first and last name to the preparer must present photo ID in order to deter identity theft Exceptions can be made by the Local Coordinator only under extreme circumstances and should not be common practice Taxpayers must be asked for and should present SS cards from any SSA document or tax ID numbers for everyone listed on the tax return in order to 1 reduce return rejects and 2 reduce identity theft Volunteers can validate social security numbers by using various documents issued from the SSA such as social security letters income statements and other documents issued by Social Security The National Office does not want to create additional hurdles for well meaning taxpayers who do not have social security documents at the time of their initial appointment Allowed at this time is the use of carry forward data as SSN verification when a taxpayer has acceptable government issued photo ID When sites open please check with your supervisor Please remind all taxpayers to bring official documentation next year Counselors may not knowingly prepare returns that are inaccurate or that mis state tax liability The use of the Intake and Interview process prior to tax return preparation is required and will h
42. n front of the taxpayer and all taxpayer records including the Interview and Intake sheets must be returned to the taxpayer at the end of the assistance session Volunteers must provide tax preparation assistance in a manner that promotes confidentiality for the taxpayer Care should be taken in how information is communicated conversations should be held discreetly so that they cannot be overheard by others Personal taxpayer information and documents should not be left out where others might see them If a Counselor needs to leave the work area during a tax assistance session the computer display screen should be minimized or the application closed down Volunteers must exit TaxWise before leaving their computer for a break or close the lid on the laptop when stepping away while working with taxpayer data Information provided for tax return preparation must not be shared with anyone who does not have a need to know Individuals have a need to know if their involvement is required at any stage to accurately complete or process a return or to respond to questions about the return It is acceptable for instance to share information in order to obtain guidance in properly completing a return to have a quality review done or to transmit the return It is not acceptable to share information with others even with other volunteers if their involvement with the tax return preparation is not required For instance sharing information about income
43. n of other income such as self employment Brokerage statements or other documentation for sale of capital property e g stocks bonds including date purchased and cost basis Expense related documents Checks and forms showing federal and state taxes paid 1098 forms showing mortgage interest documentation of medical dental charity or business expenses any vehicle and property taxes and mortgage interest paid Receipts for expenses need to be in reasonable order and legible Summaries and totals are appreciated and in some cases required Brokerage statements or other documentation showing the cost basis purchase price and date purchased for all securities or property sold or transferred during the tax year Information related to educational expenses if applicable including Form 1098 T from the institution and receipts for other expenses A check with your name printed on it for direct deposit debit of any refund balance due A check in your checkbook is acceptable A voided check is not required Other helpful documents to bring Please provide a copy of your last year s tax return The data on the last year s return is needed to complete the new tax return if you had itemized deductions the previous year received a state refund and in other circumstances If you receive a pension or annuity from a former employer please bring the date that you began to receive payments In some cases this is required CONFIDENTIALIT
44. nsmit returns is allowed Wireless printing for both desktop and TWO is permitted Note Refer to your state Technology Specialist for details Disable user accounts at the end of the season Tax Wise Online Taxpayer data must not be stored on site sponsor owned computers Securely remove all taxpayer information from hard drives before disposal of broken or surplus computers that will no longer be used in the program Run ClearTaxpayerData or delete and if still using TrueCrypt purge all TrueCrypt container files from the hard drive If this is not possible remove the hard drive from the computer and physically destroy or drill holes in It Taxpayer Data Retention TaxWise Desktop Only Taxpayer data must be deleted and purged from all computers at the end of the tax season However one copy of taxpayer data can be retained for the following season Backed up files for the current season are to be sent to the state person from now on called the repository designated by the SC and TCS to receive the files This single individual repository must be identified to the National Office All Returns shall be backed up using the TaxWise backup utility which creates encrypted files to your desktop or to another location where you know how to find them There are only two options that should be used for the repository to receive this data The preferred method is to send the two files to the repository as attachments to an email The face to face
45. ordinators must confirm to their District Coordinator that all taxpayer data has been deleted from each computer under their jurisdiction used to prepare taxes and or e file returns The recycle bin in all computers must be emptied after deleting taxpayer data For IRS loaned computers use the wipe disk program loaded on them For non IRS equipment use the Clear TaxpayerData program Instructions for downloading installing and using ClearTaxpayerData may be found on the Volunteer ShareNet gt Technology gt Security Please note this is not required if using TaxWise Online TWO unless the Alternate Preparation Solution APS option is used During the season the operating systems of all computers containing taxpayer data must be password protected and passwords are required to be changed every year Additionally for multiple security reasons the TaxWise Admin and User accounts must be password protected If you have any questions about how to password protect either please see a volunteer leader at your site Passwords must not be shared with anyone who is not an AARP Foundation Tax Aide volunteer If you must have a written password reminder keep it away from the computer carrying case or anything tax related and in a location that is not visible to others consider putting it in your wallet or billfold which is usually with you and something you take care to protect Consider these guidelines for setting up a password Minimum length
46. ore than 58 million customers The information below can be useful for publicity and general discussion Who they are from 2014 survey Customer Age 6 18 49 33 70 79 8 50 59 25 80 27 60 69 2 No answer Gender 67 Female 33 Male Race Ethnicity 81 White non Hispanic 8 Black or African American 5 Hispanic Spanish Latino 1 American Indian Alaska Native 2 Asian Pacific Islander 3 Other Household Income annual 27 Under 20 000 24 20 000 29 999 26 30 000 49 999 12 50 000 or more 10 No answer Repeat Customers 16 First Time 32 Four Six Times 30 Two Three Times 21 Seven Times Employment Status 10 employed full time 12 employed part time 74 Retired not seeking work 3 Unemployed What they think Overall quality of AARP Foundation Tax Aide s service 88 Excellent Helpfulness of volunteers 91 Excellent Tax knowledge of volunteers 83 Excellent How well the volunteer explained the tax return to them 83 Excellent Would they recommend AARP Foundation Tax Aide to others 88 Extremely likely Who would help them with their taxes if they didn t use AARP Foundation Tax Aide e 56 Pay for Assistance e 6 IRS e 35 Self or Friend e 1 Not file How satisfied are you with Tax Aide service 97 very satisfied How did you hear about Tax Aide e 48 from another person e 2 on TV or radio e 22 newspaper or newsletter e 1 from the IRS e 11 some other way e 3 No answ
47. raining and Travel Training Required Travel Required CLIENT FACILITATOR CF The Client Facilitator CF works with the Local Coordinator Shift Coordinator LC SCO and performs receptionist type duties providing an important first contact for taxpayers and keeping service orderly and efficient In accordance with by the policies and procedures of the AARP Foundation Tax Aide Program a CF gt Welcomes taxpayers and ensures they are helped in an appropriate order and checked off an appointment log or sequenced on the activity log to be assisted by a Counselor gt Helps ensure that each taxpayer has brought correct forms documents and personal identification required to accurately complete their tax return gt Determines with assistance of a site Counselor when a taxpayer s return is outside of AARP Foundation Tax Aide scope gt Assists taxpayers in filling out portions of the Intake Sheet and other required papers The CF may not address tax questions unless also certified as a Counselor gt Keeps information such as waiting time flowing to taxpayers who are in the waiting area gt Ensures appropriate production data is entered on the site activity log by the Counselor quality reviewer as each taxpayer departs and before another taxpayer is served gt May assist Counselors and the ERO in maintaining an orderly file system of incoming taxpayers and acknowledged or rejected returns gt Distributes any appropr
48. rns are either e filed accepted paper returns or otherwise accounted for so no returns remain unresolved at the end of the season gt Desktop users maintains any required IRS and State e file records including master disk of accepted returns until the end of the tax season gt Provides reports as requested by the DC TC or TCS gt Provides ongoing support to Counselors preparing e file eligible returns by answering questions and addressing anomalies that occur during electronic filing procedures Communicates problems to LC and or TC for resolution Complies with the Confidentiality and Security of Taxpayer data policies including deleting all returns off computers by April 30 This document is included in the Client Service Provider Digest Policy Manual and is on the Volunteer ShareNet gt Adheres to program policies and procedures especially the IRS Volunteer Standards of Conduct and the Counselor Guidelines and Confidentiality and Security of Taxpayer Data sections in the Client Service Provider Digest and the AARP Foundation Standards of Professionalism VV V ERO must have a working knowledge of personal computers software and electronic communication systems ERO must pass the required sections of the IRS certification exam and sign the IRS Volunteer Standards of Conduct form to qualify as a Counselor and become proficient with the IRS supplied tax preparation software ERO is appointed for a one year term and upon s
49. rtation to training Expense Codes sites Expense code T will be used for all transportation related to tax assistance 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 22 of 40 INSURANCE COVERAGE ACCIDENT INSURANCE What is covered The AARP Foundation provides travel accident insurance for Tax Aide volunteers This covers accidental death and dismemberment and medical expenses for any injury incurred while conducting AARP Foundation business directly related to the volunteer position The benefit for accidental death and dismemberment is 25 000 and medical expenses will be covered up to 3 000 Supplemental Nature of Coverage The medical expense benefit is coordinated with Medicare Part A and Part B or the assumed equivalent insurance coverage regardless of the insured s age This is a supplement and should not be viewed as a volunteer s primary insurance If an Accident Occurs If AARP Foundation Tax Aide volunteers sustain accidental injuries while conducting Tax Aide business they should notify their supervisor who will in turn follow the incident review process and notify the AARP travel accident insurance staff Computers All AARP Foundation Tax Aide computers are insured by the AARP Andrus Insurance Fund LLC the Risk Management office will replace damaged equipment owned by the AARP Foundation in accordance with internal insurance policy procedures Property or persona
50. s at the end of the tax season Volunteers may elect a flat rate stipend of 35 for the tax season or be reimbursed on the basis of miles driven Volunteers may also waive reimbursement or take a reduced amount If they choose to be reimbursed they may select only ONE of these reimbursement options for the tax season Either option covers expenses incurred during the training period as well as during the tax assistance season All expense claims require the approval signature of the supervisor Direct deposit of volunteer reimbursements is highly encouraged as it will reduce processing time and costs and will get reimbursements to volunteers more quickly Once established any and all reimbursements received through the AARP Foundation Tax Aide as well as any other volunteer service with AARP will be processed as a direct deposit to the account stipulated This will remain in effect until cancelled by the volunteer so the process does not have to be repeated each year The direct deposit option should be established prior to the submission of a reimbursement request A form requesting direct deposit is available on the Volunteer ShareNet in the back of this manual or you may request a form from your Instructor or supervisor A voided check is required for setting up direct deposit and the request may be mailed emailed or faxed Volunteers who elect the flat rate reimbursement option must sign a volunteer Flat Rate Reimbursement Form on t
51. so in the past If you have a question about whether your return is out of scope ask a volunteer so that you do not have an unnecessary wait Please do not ask that a volunteer make an exception in your case gt The Client Intake form must be fully and accurately completed before your return can be started Please let us know if you have questions or need assistance completing the form If you do not have required documentation for an exemption deduction or tax credit then you will need to return when you have it available for the volunteer to review All relevant tax records are required to prepare an accurate tax return gt Taxpayers will be called for assistance in the order listed on the sign in sheet or appointment if applicable at this site Exceptions will be made if the circumstances of the return provide that a specific volunteer is more appropriate to prepare the return accurately or expeditiously AARP members are not given preference over non members gt If you have a joint return it will require the signature of both spouses If your spouse is not present at the site then you will have to obtain your spouse s signature and return the forms to the site before the return can be e filed gt Once your return is prepared it will be given a quality review by a second trained and certified volunteer in order to help ensure that it is thorough and accurate Although this may require you to have an additional wait this quality r
52. sors assist the Regional Coordinators in their areas of expertise Regional Coordinators RCs guide and supervise State Coordinators and serve on the National Leadership Team NLT 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 4 of 40 National Leadership Team and National Office Staff The National Leadership Team NLT consisting of volunteer Regional Coordinators National Committee Chairs and select National Office staff develop and implement AARP Foundation Tax Aide goals and objectives National committees support the areas of leadership development operations technology and tax training National staff coordinate program policies maintain relationships with the IRS and other key partners support volunteer leaders collect and report program impact costs and other data Electronic Filing AARP Foundation Tax Aide offers free electronic filing at all sites nationwide using IRS provided tax preparation software Internet Tax Assistance Since 1998 AARP Foundation Tax Aide has a 24 hour year round Internet tax assistance service at its Internet site www aarp org taxaide Taxpayers can pose questions online and get quality reviewed answers back within a few business days Volunteers interested in participating in this service can sign up using the Online Tax Assistance Application Information document on the Volunteer ShareNet gt General Program Mgmt and Forms Website
53. tch the T A address in VMIS Users who change their address in VMIS after they have submitted their expense statement and prior to the payment being issued may experience a delay in their expense statement processing If direct deposit is in effect then a non matching address will not impact processing activities 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 36 of 40 APPENDIX D Volunteer Assessment Volunteer Assessment of AARP Foundation Tax Aide Program You are invited to participate in the assessment of the season and help shape the improvements for next season Your personal experience is invaluable please share it The two part assessment form follows Please fill out each part and give this form to your supervisor by the date in the box below Your supervisor will consider your views when submitting his her own assessment From M Please get this If your supervisor is a i evaluation to your name him her by our RI v state Local Coordinator April 1 To District Coordinator April 15 DE State Coordinator May 1 Regional Coordinator May 15 supervisor title Date Part 1 Circle appropriate rating numbers All volunteers should rate statements 1 14 below 5 completely agree 4 somewhat agree 3 neutral 2 somewhat disagree 1 completely disagree Disagree Program goals are clearly stated j 1L The program is well publicized 1L Ww N Volunteers are well trained Test
54. te coordinator any time you feel your respect has been diminished or your environment is unsafe A hallmark of professionalism is to limit conversations to topics necessary to accurately complete an income tax return Discussion of politics race nationality gender sexual orientation gender identity religion and the impact of income tax policies are inappropriate since each of them can become an unnecessary source of conflict between volunteers and taxpayers Treat all taxpayers and other volunteers equally and with courtesy regardless of but not limited to race nationality gender disability sexual orientation gender identity or religion Follow AARP Foundation Tax Aide policies at all times Only prepare tax returns that are identified as being In Scope regardless of any additional knowledge of income tax law that you may have There are no exceptions to this policy since if you do not follow this policy you will be working outside the protection of the Volunteer Protection Act and will be personally liable for your actions All volunteers must wear an ID badge with their first name and initial of their last name when at a tax site All income tax returns will receive a quality review by a second IRS certified volunteer in the presence of the taxpayer This is a required part of AARP Foundation Tax Aide tax preparation process and there are no exceptions Do not discuss or share a taxpayer s information with anyone who does not n
55. ther individual s Volunteers representing themselves as AARP Foundation Tax Aide volunteers are specifically prohibited from engaging in any legislative and or lobbying activity Certain AARP activities such as advocacy and AARP membership drives may not be suitable for AARP Foundation Tax Aide volunteers or for co programming at AARP Foundation Tax Aide sites Volunteers must never solicit any business from taxpayers they assist or use the knowledge they have gained about them for any direct or indirect benefit for themselves or any other specific individual or business 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 9 of 40 CONFIDENTIALITY AND SECURITY OF TAXPAYER DATA SUMMARY Maintaining the confidentiality and security of taxpayer data must be given the highest priority General guidelines for volunteers are below further guidelines for tax preparation sites are found under the Site Guidelines section For additional details see the full section that outlines the program confidentiality and security policies on page 30 Standards of Conduct Taxpayer Documents Preparing the Return Need to Know Operating System All AARP Foundation Tax Aide volunteers must sign the IRS Standards of Conduct agreement IRS Form 13615 which contains provisions on confidentiality Non program volunteers who have access to taxpayer data must also sign the agreement All returns must be prepared i
56. ting responses to these issues on all four fronts at once and supporting them with vigorous legal advocacy the Foundation serves the unique needs of those 50 while working with local organizations nationwide to reach more people strengthen communities work more efficiently and make resources go further AARP Foundation is AARP s affiliated charity Learn more at www aarpfoundation org AARP AARP is a nonprofit nonpartisan organization with a membership of nearly 38 million that helps people turn their goals and dreams into real possibilities strengthens communities and fights for the issues that matter most to families such as healthcare employment and income security retirement planning affordable utilities and protection from financial abuse We advocate for individuals in the marketplace by selecting products and services of high quality and value to carry the AARP name as well as help our members obtain discounts on a wide range of products travel and services A trusted source for lifestyle tips news and educational information AARP produces AARP The Magazine the world s largest circulation magazine AARP Bulletin www aarp org AARP TV amp Radio AARP Books and AARP en Espa ol a Spanish language website addressing the interests and needs of Hispanics AARP does not endorse candidates for public office or make contributions to political campaigns or candidates The AARP Foundation is an affiliated charity that provides se
57. working with taxpayer s data this applies to all computers without exception Close the encryption software if using as well Closing the lid on a laptop may only put the computer into a state of standby or hibernation which may mean that TaxWise is still open and the data is vulnerable 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 28 of 40 Reporting a loss In the event that taxpayer data is lost or stolen or is suspected to be lost or stolen quick intervention is necessary to minimize problems for the taxpayer This section concerns all areas which may contain taxpayer data including computers removable storage media external drives flash drives CDs documentation used for tax preparation etc Ifthe loss is the result of theft o and taxpayer data is not residing on the computer only the National Office needs to be contacted o and taxpayer data resides on the computer call the local police to report the theft as soon as you realize what has happened Inform your volunteer supervisor about the situation and insure the TCS is notified for inventory Call AARP at 1 800 424 2277 ext 32038 or ext 36027 during business hours or 1 202 434 2038 6027 after hours immediately within 24 hours if ANY computer form etc containing taxpayer data is lost or stolen AARP or IRS Computers lost stolen or damaged without taxpayer data residing on them should be treated as a loss and reported as
58. writing Banking Information all information in this box is required Type of Account Choose One account only Checking Savings BANK NAME BANK ADDRESS CITY STATE ZIP CODE BANK ROUTING NUMBER ABA BANK ACCOUNT NUMBER Required Supporting documents For a checking account Voided check or copy For a savings account A bank letter providing routing number and account number See back of form for additional information Volunteer Signature Date Please return this form by Email to financialservices aarp org Acceptable attachment formats include PDF JPG DOC 2014 2015 AARP Foundation Tax Aide Client Service Provider Digest Page 40 of 40 D16276 09 14

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