Volunteer Client Service Assistant for QCAP's VITA Tax Program

QCAP seeks volunteer client service assistants to welcome customers at QCAP’s tax preparation assistance site, verify income and other documentation from taxpayers, and maintain the waitlist. Volunteer client service assistants provide assistance in accordance with IRS guidelines and applicable QCAP policies. Training is provided. Other volunteers at the site provide free personal income tax counseling and tax form preparation assistance with a goal of helping low income people claim tax credits for which they may be eligible.

ESSENTIAL DUTIES & RESPONSIBILITIES:

1. Complete the Volunteer Standards of Conduct Training on IRS Link and Learn.
2. Provide excellent customer service by welcoming customers to QCAP’s tax preparation assistance site. Verify customer identity, appointment time, and complete short interview with customer about information pertinent to preparing the customer’s tax return. Review income and other documentation provided by the customer to ensure that all paperwork necessary for the tax counseling session is complete and present at that time. (training provided).
3. Assist in collecting customer demographic data via QCAP intake forms.
4. Supervise flow of customers which includes greeting new arrivals, maintaining an appointment list, managing customers in the waiting area, and escorting customers to tax preparers.
5. Handle walk-in or phone inquiries related to tax preparation.
6. Refer customers with complex returns to the IRS web site or help number, or to a tax practitioner or firm.
7. It is strongly suggested that Volunteer Client Service Assistants familiarize themselves with the Tax Law trainings (6-10 hours) that is required for Volunteer Tax Preparers. Taking the Tax Preparer certification exam is optional.
8. Maintain confidentiality of customer information.
9. Adhere to Title VI by not denying service to anyone based on race, color, sex, age, national origin, or disability.

QUALIFICATIONS/SKILLS:

1. 1. Strong customer service and interpersonal skills, and desire to help people.
   2. Ability to work well with diverse populations.
   3. Multilingual skills encouraged.
   4. Ability to learn and apply IRS policies around verification of taxpayer identity and income documentation. Training will be provided.
   5. Ability to maintain taxpayer confidentiality.
   6. Dependability and flexibility.
   7. Pride in performing tasks completely and accurately.

TIME COMMITMENT

Training:

• • Participate in a 2-hour volunteer orientation training.
  • Complete IRS Volunteer Standards of Conduct and Intake/Interview & Quality Review Training (~2 hours).
  • Optional: Complete Basic or Advanced IRS web-based tax-law training and certification program (~10 hours) Will be offered online.

Tax season:

Volunteers should commit to a minimum of 3 hours weekly for the duration of the tax season.

• • For 2025, the tax site will be open from February 3, 2025, through April 19, 2025.
  • The shift hours available are:
• Tuesday evenings, 5:30pm – 9:00pm (in-person)
• Saturdays, 9:30am – 1:00pm and 1:00pm – 4:00pm (in-person)
  • If a candidate is unable to work during one of the above shifts but still wants to volunteer, some alternative times may be available on a case by case basis. These alternative times would generally happen during daytime hours on weekdays between 10AM and 3PM.