AARP Foundation Tax-AideRegional Meetings2011Volunteer Standards of ProfessionalismTaxpayer Information and Responsibilities Incident Review ProtocolTHIS PRESENTATION COVERS THREE TOPICSVOLUNTEER STANDARD OF PROFESSIONALISMTAXPAYER INFORMATION AND RESPONSIBILITIESWHAT THE PROTOCAL IS FOR REPORTING AN INCIDENT

LET ME PREFACE MY REMARKS BY SAYING THAT I HAVE BEEN A TAX-AIDE VOLUNTEER FOR SEVERAL YEARS AND THE REASON I KEEP COMING BACK IS THE HIGH DEGREE OF PROFESSIONALISM AND COMPETENCE OF THE VOLUNTEERS AND THE APPRECIATION SHOWN BY THE TAXPAYERS THAT USE OUR SERVICE.

THAT SAID, WE LIVE IN THE REAL WORLD WHERE INCIDENTS DO HAPPEN

THE GOAL BEHIND THE DEVELOPMENT OF THIS PACKAGE IS TO PROTECT AND REINFORCE THE SECURE ENVIRONMENT IN WHICH OUR VOLUNTEERS AND CLIENTS OPERATE0Regional MeetingsWhat Is New?Standards PackageVolunteer Standards of Professionalism Standards to assist volunteers to uphold the excellent reputation of our program by formalizing expectations of professional attributes.Taxpayer Information and Responsibilities Define and communicate expectations for Taxpayers; designed to ensure a smooth process for both taxpayers and volunteers at a site, as well as increase volunteer safety.Incident Review Protocol Process for addressing and reporting concerns regarding taxpayers or volunteers.

1WHATS IN THE PACKAGE?FIRST, A LIST OF PROFESSIONAL ATTRIBUTES THAT SETS THE STANDARD FOR AARP TAX-AIDE VOLUNTEERS.THESE ATTRIBUTES DESCRIBE THE BEHAVIOR THAT IS EXPECTED OF OUR VOLUNTEERS NECESSARY TO CREATE A SECURE AND COMFORTABLE ENVIRONMENT FOR OUR CLIENTS THE SECOND COMPONENT IN THE PACKAGE DESCRIBES THE RESPONSIBILITIES OF THE TAXPAYER AND THE DOCUMENTS THEY NEED TO BRING TO THE TABLE IN ORDER FOR THE VOLUNTEER TO ASSIST THEM IN COMPLETING AN ACCURATE RETURN . IN ADDITION IT DESCRIBES THE ROLE OF THE VOLUNTEER AND HOW THEY ARE EXPECTED TO BEHAVE IN PROVIDING ASSISTANCE TO THE CUSTOMER.

FINALLY, THE PACKAGE PROVIDES A REVIEW PROCESS WHEN INCIDENTS OCCURTHIS PROCESS IS INTENDED TO RESOLVE INCIDENTS THAT DO OCCUR IN AN EXPEDITIOUS AND FAIR MANNER AND PROVIDE FEEDBACK THAT WILL ENABLE US TO DELIVER ON THE PROMISE OF THE TAX-AIDE PROGRAM TO BOTH CLIENTS AND VOLUNTEERS1Regional Meetings Why Use Standards Package?Formalizes a process and expectation that is already standard for program;Provides clarity and consistency across program;Provides tools for volunteer leaders to manage concerns or problem areas;Enhances National Office ability to track volunteer and taxpayers concerns;Allows the program to determine new trends needing attention as we assist volunteer leaders;Helps the program remain the best of the best2THE STANDARDS PACKAGE FORMALIZES A PROCESS THAT IS ALREADY IN EXISTENCE TODAY. THE POLICY MANUALS, VOLUNTEER POSITION GUIDES AND AGREEMENTS COLLECTIVELY DESCRIBE THE STANDARDS FOR OUR PROGRAMTODAY EVERY VOLUNTEER HAS TO SIGN THE VOLUNTEER AGREEMENT IN ORDER TO PARTICIPATE IN THE PROGRAM, AND TAXPAYERS EXPECTATIONS ARE SET IN TERMS OF WHAT INFORMATION IS REQUIRED IN ORDER FOR US TO DO THE RETURN. SITE REQUIREMENTS ARE ALSO CLEARY STATED IN THE MANUALS AVAILABLE ON THE EXTRANETTHE PACKAGE PROVIDES US WITH A CONCISE SUMMARY OF WHAT THOSE STANDARDS ARE FOR THE VOLUNTEER AND THE TAXPAYER.

CONSISTENCY IS A CHALLENGE IN ANY LARGE ORGANIZATION NATIONALLY WE HAVE OVER 7000 SITES AND 32,000 VOLUNTEERSIN NY3 WE HAVE 130 SITES AND 600 VOLUNTEERSTHE PACKAGE PROVIDES US WITH A WELL DEFINED PROCESS AND TOOLS THAT WILL ENABLE US TO QUICKLY RESOLVE INCIDENTS AND TAKE CORRECTIVE ACTION THAT WILL ENABLE US TO AVOID PROBLEMS THAT MAY OCCUR IN THE FUTURE.

2Regional MeetingsKey Elements of StandardsDefines appropriate conversation with publicWarns that work outside of scope is not covered by Volunteer Protection ActDefines expectations for Quality Review ProtocolHighlights the need to protect Personal Information of both Taxpayers and VolunteersReminds Volunteers of need to provide assistance as appropriate to everyone, regardless of special needs3KEY ELEMENTS OF THE PROFESSIONAL STANDARDS INCLUDE:LIMIT CONVERSATIONS TO TOPICS NECESSARY TO ACCURATELY COMPLETE THE INCOME TAX RETURNONLY PREPARE RETURNS THAT ARE IDENTIFIED AS BEING IN SCOPE IF YOU DO NOT FOLLOW THIS POLICY YOU WILL BE OUTSIDE THE PROTECTION OF THE VOLUNTEER PROTECTION ACT AND WILL BE PERSONALLY LIABLE FOR YOUR ACTIONSALL INCOME TAX RETURNS WILL RECEIVE A QUALITY REVIEW BY A SECOND IRS CERTIFIED VOLUNTEER IN THE PRESENCE OF THE TAXPAYERDO NOT SHARE A TAXPAYERS INFORMATION WITH ANYONE WHO DOES NOT NEED TO KNOW IN ORDER TO COMPLETE THE RETURNWHEN ASKING FOR ASSISTANCE ON A TAX RETURN FROM ANOTHER COUNSELOR AT THE SITE BE DISCREET. FINALLY, PROVIDE APPROPRIATE ASSISTANCE TO THOSE WITH A DISABILITY TO ENSURE THEY FEEL WELCOME AT THE SITE3Regional MeetingsHow Will Standards Package Be Implemented?Volunteer Standards of Professionalism

Discuss at State Meetings with all Volunteers

Printed in Happenings (mailed to all Volunteers)

Sent by email via Cybertax in January to all Volunteers4THE STANDARDS PACKAGE WILL BE REVIEWD WITH ALL THE LEADERS AT THE DISTRICT AND LOCAL COORDINATORS MEETINGIT WILL BE PRINTED IN THE HAPPENINGS NEWSLETTER THAT IS MAILED BY AARP NATIONAL TO ALL VOLUNTEERSALSO SENT BY EMAIL VIA CYBERTAX IN JANUARY TO ALL VOLUNTEERSCybertax e-mails are being sent to all active AARP Tax-Aide volunteers with an active AARP Tax-Aide e-mail address.4Regional MeetingsHighlights of Standards Packages

Taxpayer Information and ResponsibilitiesReminds Taxpayers that they are responsible for accuracy of return.Gives notice that out of scope returns cant be done Sets expectations for taxpayers to provide organized, complete and accurate documentation and informationClarifies when and how taxpayers will be served at sitesInforms taxpayer that they will be treated with respect and courtesy, and if their behavior is disruptive they will be asked to leave site5YES, WE ARE VOLUNTEERS. OUR JOB IS TO ASSIST THE TAXPAYER IN COMPLETING AND FILING YOUR FEDERAL AND STATE RETURN; NOT TO PROVIDE LEGAL OR FINANCIAL ADVICE.LET THE TAXPAYER KNOW UPFRONT THAT THERE ARE SOME TYPE OF RETURNS THAT WE CANNOT ASSIST THEM WITH.THE CLIENT INTAKE FORM MUST BE FULLY AND ACCURATELY COMPLETED BEFORE WE CAN START THEIR RETURN AND HAVE THE REQUIRED DOCUMENTATION.ACQUAINT THE TAXPAYER WITH THE PROCESS THAT WILL BE FOLLOWED IN PREPARING AND EFILING THEIR RETURN. THIS INCLUDES THE QUALITY REVIEW.MAKE SURE THERE IS A PUBLISHED SCHEDULE FOR THE SITE AND WHETHER OR NOT IT IS BY APPOINTMENT OR WALK-IN OR BOTHIF A CLIENT BECOMES DISRUPTIVE HAVE A PROCEEDURE IN PLACE AT THE SITE.5Regional MeetingsTaxpayer Information and Responsibilities

Will be Available on Extranet Should be Available at all sitesWebinar for all DCs Nov 21,28,30 Dec 2,7,9 Jan 5SC/DC to determine how to distribute most effectively at each siteIdeas To Consider: Put a few copies next to Sign-in sheets and ask Taxpayers to review while waiting for counselorPut copy on clip-board along with Client Intake FormPost a copy at entrance to site

Volunteers should provide a copy to any Taxpayer who requests one, however, PLEASE DO NOT MAKE A COPY FOR EACH TAXPAYER!

6WE NEED TO COMMUNICATE TO THE TAXPAYER WHAT THEIR RESPONSIBILITIES ARE AND WHAT INFORMATION IS REQUIRED TO COMPLETE THEIR RETURN

THIS INFORMATION NEEDS TO BE COMMUNICATED AT THE SITE LEVEL.

SOME IDEAS ARE LISTED HERE AS TO HOW THIS MIGHT BE IMPLEMENTED6Regional MeetingsIncident Review ProtocolFormer:Lack of consistent communication to supervisors and Nat. OfficeInconsistent application across countryLack of complete documentationNo ability to define problem areas or look for training opportunitiesNowChain of communication established with clear time framesSimilar situations will be handled uniformlyDocument will be created and retainedAbility to spot trends, gaps, and opportunities to improve7THIS CHART DESCRIBES HOW INCIDENT REVIEWS OCCURRED IN THE PAST AND HOW THEY WILL BE HANDLED TODAY.THE KEY BENEFITS OF THE NEW PROTOCOL ARE:CONSISTENCYAND THE ABILITY TO SPOT OPPORTUNITIES TO IMPROVE THE ENVIRONMENT IN WHICH OUR VOLUNTEERS AND TAXPAYERS OPERATE7Regional MeetingsProtocol for Incident ReviewLow LevelExample: Taxpayer inquiry about return errorLocal level review and resolutionRegularExample: Taxpayer asked to leave site due to disruptive behaviorReview directed at local level by volunteer leaders, with input from supervisors/ National OfficeEnhancedExample: Taxpayer states that he/she was sexually harassed by volunteer at siteReview directed by National Office with assistance from VolunteersHOW SHOULD INCIDENTS BE HANDLED?A LOT DEPENDS ON THE TYPE OF INCIDENT THAT OCCURS. LOW LEVEL INCIDENTS LIKE THE ONE SHOWN IN THE EXAMPLE HERE ARE HANDLED LOCALLY NOTIFICATION OF A TAXISSUE MAY HAPPEN FROM THE NATIONAL, STATE OR LOCAL LEVEL BUT RESOLUTION GENERALLY HANDLED AT THE LOCAL LEVEL.REGULAR INCIDENTS ARE HANDLED LOCALLY WITH INPUT ASSISTANCE FROM STATE AND NATIONAL AS NEEDED. IN ADDITION TO THE EXAMPLE SHOWN HERE OTHER Volunteer / Client Injury or property damageIllness of Volunteer/TPConfirmed violation of standardsComplaint voiced by a taxpayer re inappropriate behaviorENHANCED INCIDENTS ARE HANDLED AT THE NATIONAL AND STATE LEVEL WITH INPUT FROM LOCAL SOURCES . IN ADDTION TO THE SEXUAL HARASSMENT ISSUE Volunteer is arrestedSexual harassmentAggressive behavior verbal or physical (Witnessed or overheardInapropriate fiscal conductVolunteer or TP to contact media or layer regarding an issuerTYPICALLY THE INCIDENT REVIEW FORM SHOULD BE INITIALLY COMPLETED BY THE LC OR DC AND THEN SENT TO THE SC. IN CASES WHERE THE NATL OFFICE RECEIVES THE INITIAL INFORMATION THE RC IS RESPONSIBLE FOR GATHERING ADDITIONAL FACTS.

Flow charts AND TEMPLATES are available ON THE EXTRANET for the regular and enhanced protocols that ARE IN need of a review (LC/DC1 day; SC-1 day; RC/Natl 5 days)

8Regional Meetings AARP TAX-AIDE CONTACT INFORMATIONMARCY GOUGE ASSISTANT NATIONAL DIRECTORMGOUGE@AARP.ORG (202) 434-2197DON SPANO NORTH ATLANTIC REGIONAL COORDINATOR SPANOD@MSN.COM (610) 395-9720ED HOGARTY NY3 STATE COORDINATOREMHOGARTY@GMAIL.COM (845) 221-0203_____________ - YOUR DISTRICT COORDINATOR

_____________ - YOUR LOCAL COORDINATOR

AARP CONFIDENTIAL9YOU SHOULD SHARE THIS CONTACT INFORMATION HANDY FOR YOUR VOLUNTEERS JUST IN CASE AN INCIDENT DOES ARISE. PLEASE ENGAGE YOUR VOLUNTEERS IN A DISCUSSION ABOUT THE STANDARDS PACKAGE JUST TO MAKE SURE WE ARE ALL ON THE SAME PAGE AND TO PROVIDE US FEEDBACK AS APPROPRIATE. IN SUMMARY THE NEW STANDARDS PACKAGE WILL ENABLE US TO CONTINUE TO PROVIDE A SECURE ENVIRONMENT FOR THE TAXPAYERS AND VOLUNTEERS IN A CONSISTENT MANNER.

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