Welcome to REFRESHER C.A.S.H. Advisor Training Thank you for Volunteering Please sign in Take a Training Manual and Handouts Write your name on a tent

Welcome to REFRESHERC.A.S.H. Advisor Training

Thank you for Volunteering

• Please sign in• Take a Training Manual and Handouts • Write your name on a tent card• Show ID to instructor

Agenda• Welcome and Introductions• Brief C.A.S.H. Overview• C.A.S.H. – What’s New• Volunteer Standards of Conduct

BREAK

• Review the C.A.S.H. tools & CA.S.H. Advisor Conversation

• Sign up for Shifts & Training Evaluation

Welcome & Introductions

Please tell us about yourself:• Name• Career interest and/or hobbies• How did you hear about C.A.S.H.?• Your expectations

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All About C.A.S.H.Every year, we:

• Recruit & Train nearly 500 Volunteers• Serve approximately 15,000 low-income

families• Help families receive over $25 Million in tax

refunds & credits• Connect families to community programs,

savings plans, and more

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C.A.S.H. 2015 Accomplishments Since 2002

Households Served 15,551 146,577

$ Total Returns (including EIC) $27.4m $245.9m

$ EIC Benefit Returns $12.4m $119.1m

# Volunteers Recruited & Trained 339

Bank/Direct Deposit Cards Opened 402 4940

US Savings Bonds Purchased 129; $27,600

2003,$333,450

Tax Preparation Fees Saved (Avg $250 tax prep fee) $3,887,750 $36,653,250.

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Tips for C.A.S.H. Advisor• Wear casual clothing in line with clients• Arrive early to familiarize yourself with site activity• Sign-in & pick up weekly news• Wear name tag• Check accordion file for completeness• Be aware of representative/services available during your

shift (interpreters, credit counselors, health insurance reps)• If you are working the early shift, begin serving clients as

soon as possible.

kathy

Would it be better to put slides 11 - 13 at or near the end? Several of these probably have little or no context until they are trained in the role. Also, right before this, do we need a new slide re. the role of the site manager (e.g.:- paid, seasonal staff- in charge of all site operations- one per shift at each supersite (2 in first week)- person to go to for major questions

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Tips for C.A.S.H. Advisor (continued)

•Strive to serve 4 clients per hour (average of 15 minutes each). This allows us to cut waiting times and keep the flow of clients smooth

NEW GUIDELINE FOR 2016

kathy

Would it be better to put slides 11 - 13 at or near the end? Several of these probably have little or no context until they are trained in the role. Also, right before this, do we need a new slide re. the role of the site manager (e.g.:- paid, seasonal staff- in charge of all site operations- one per shift at each supersite (2 in first week)- person to go to for major questions

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• LISTEN to the client. Use open-ended questions. A bit of silence is OK

• Do NOT answer questions beyond your scope of training. Refer ALL tax questions to quality reviewers or the site manager

• When in doubt – consult your site manager• Do NOT send anyone away before checking with

your Site Manager

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• If your availability changes, update schedule on Volunteer Hub and inform site manager.

(Need help with Volunteer Hub? Call Tracy: 295-5733)cash.volunteerhub.com

• No clients to meet? – Help keep areas neat (chairs, toys, paper, trash, snow , etc.)

– Ask the site manager what needs to be done

http://cash.volunteerhub.com/

C.A.S.H. Site Process

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C.A.S.H. Staff Contact Information:

Director: Berta Rivera 295 5732‐ [email protected]

Volunteer Manager: Tracy Merlau 295 5733‐ [email protected]

Administrative Assistant: Susan Bonkowski 295-5805 [email protected]

Volunteer Related Information:

Online Training Center: www.empirejustice.org/cash/cash-training-center/

Volunteer Hub: www.cash.volunteerhub.com

C.A.S.H. Website: www.empirejustice.org/cash

mailto:[email protected]



http://www.empirejustice.org/cash/cash-training-center/

http://www.cash.volunteerhub.com/

http://www.empirejustice.org/cash

New for 2016

Super Site Locations:

Rochester (Irondequoit + Downtown) NOW ONE HUGE SITE– Volunteers of America, 214 Lake Avenue (FRONT of building) double capacity of site managers and volunteers

262-2861

Henrietta – Kohl’s Plaza (south end, nearest Jefferson Rd.) 427-7089

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C.A.S.H. Super Site Staff and Contact InfoSuper Site Managers Asst. Managers Site Phone Numbers

Rochester

Octavio GarciaVinie MurphyJim UncklessGracie Jackson

Dave GarretsonPaula KeneallyTina Bowen

262-2861

(Staff available: Mon-Thurs 8am-9pm)

Fri & Sat 8 am -6 pm

HenriettaEllen ObertonKaren Cofield

Cora JonesNorma Cummings

427-7089(Staff available: Mon-Thu:

1pm-6pm), Fri 10-6 pm, Sat 8am-6 pm)

New for 2016

New for 2016Partner Sites: Not Returning in 2016: Heart and Soul Community Church• Returning Partner Sites•Action for a Better Community, Inc. • MCC - Damon Campus (Self-Prep

only) *

•ABC HEADSTART Program*• OACES Adult Learning Ctr (Self-Prep

only) *• REOC

•Genesee Co-op Federal Credit Union • SEIU 1199 •Heritage Christian Services, Inc. * • SUNY Brockport & Drop-off at

Goodwill*

• Veterans Outreach (Self-Prep only) • * = Not open to public

What else for 2016?• Open Mon. Jan. 25 – April 15• Henrietta site open earlier on Fridays (11 am – 5 pm)• No appointments again this year (with one exception)*.• Two Sunday Events for specific groups (not public)• Work with group homes using drop-off model• FAST@CASH is now called “Self Prep service”• GED test replaced with TASC test. Generic term: High School Equivalency

*Clients who opt for drop-off, but whose return is not eligible: Drop-off Coordinator will schedule appt.

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New for 2016• ALL SUPERSITES CLOSED WEDNESDAYS

• NEW Drop-off option at all Super Sites (to address long wait times)

• New volunteer position of Drop-off Coordinator (DOC)• Screens interested clients for eligibility

• Makes future appointments if ineligible for drop-off

• Conducts CASH Advisor conversation

• Collects and scans document

• Advises re. pick-up

New for 2016

Continuing “Save Your Refund” Promotion•$100 weekly prize drawing for taxpayers who split their refund

•$25,000 Grand Prize at end of season

•Great tool to encourage clients to save

•NO scratch-off cards (last year at Downtown only)

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New for 2016Changes to Intake Paperwork•IRS Intake Sheet adds questions about Affordable Health Care coverage.•No NEW health insurance documentation required for TY 2015•If client has 1098 T form (Tuition Statement), they must have a student billing statement for each form. (available through their online student accounts and can be printed at the site.)

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New for 2016

Changes to Intake Paperwork (cont.)•New Consumer Related Problems question (#22 on C.A.S.H. Intake) with additional sheet to fill out--in accordion file-- if there are problems. (p. 34 in manual)

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New for 2016• Client must have all required forms before tax

preparer will begin.• New “cheat sheet” for CASH Advisors on types of

taxable income. • Using ESL Pre-paid card - $3 monthly fee.• No more NYS Pre-paid card.

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New for 2016• All clients and dependents must bring acceptable

forms of ID & social security cards or they will be turned away.

• SS#s printed on W2 forms IS NO LONGER ENOUGH!• Accepted forms of verification: Original, copy of SS card

and any government issued letter or statement with SS number listed.

• If no cards, give instruction sheet on how to get card(s) and tell them to come back with cards (takes <10 days)

• Clients were informed of this on post cards, CASH brochure, and large signs at front of site.

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Volunteer Standards of Conduct

(VSC)

IRS Standards of Conduct

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1.I will follow the Quality Site Requirements2.I will not accept payment or solicit donations for tax return preparation.3.I will not solicit business from clients, nor make personal use of anything I learn about them. 4.I will not knowingly prepare false returns.5.I will not be dishonest, nor engage in any conduct which could have a negative effect on the VITA/TCE Programs.6.I will treat all taxpayers in a professional, courteous, and respectful manner.

1. I will follow the Quality Site Requirements Four QSR Requirements apply to C.A.S.H. Advisors:

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• All volunteers must complete VSC training and pass the VSC test (That’s what you are doing now) QSR #1

• All volunteers must use the IRS interview / intake process and forms (We all do) QSR #2

• All volunteers must pass the VSC test and complete form 13615 (That’s what you will do 10 minutes from now) QSR #5

• Guidelines discussed in Publication 4299 must be followed (Confidentiality – we’ll cover it in today’s session) QSR #10


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2. I will not accept payment, nor solicit donations for tax return preparation.


• Volunteers CANNOT accept gifts or payment from clients• C.A.S.H. does not accept payments or donations at any of our sites.• Those who wish to support C.A.S.H. can visit our website to learn

how to make a donation http://www.empirejustice.org/cash/ • To clients who insist on showing their gratitude, tell them cookies,

brownies and pizza are always welcome and appreciated by C.A.S.H. volunteers!

• No Avon books, no church literature, no selling for your kid’s fundraisers, no business cards

• No contacting clients for any reason unrelated to C.A.S.H.

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3. I will not solicit business from clients, nor make personal use of anything I learn

about them.


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4. I will not knowingly prepare false returns.


• Does not directly apply to C.A.S.H. Advisors, but ---• EVERYBODY at C.A.S.H. is responsible for preparation of

accurate & honest tax returns.• Do not assist clients in attempts to fraudulently increase their

refund.• If you suspect a client is providing false information, notify

your Site Manager.

• Every penny of the client’s refund must go directly to the client, whether by check mailed to their address or direct-deposited into their own account.

• All C.A.S.H. volunteers must be citizens or legal residents of the United States.

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5. I will not be dishonest, nor engage in any conduct which could have a negative effect

on the VITA/TCE Programs.


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6. I will treat all taxpayers in a professional, courteous, and respectful manner.


• Tax preparation can be stressful for our clients, and wait times can be long. Some clients will be impatient and testy. Be calm and helpful.

• Treat every C.A.S.H. client like a “paying customer”• At all times, protect the client’s confidential

information. Do not discuss their situation in a voice loud enough to be heard by other clients. Do not leave client paperwork sitting out unattended.

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All information you receive from taxpayers in

your volunteer capacity is strictly confidential and should not be disclosed to unauthorized individuals.

Confidentiality


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Failure to comply with IRS conduct standards could result in:

• Ending your participation at C.A.S.H.• Termination of C.A.S.H.’s partnership with IRS• Loss of C.A.S.H.’s funding• Permanent shut-down of C.A.S.H. • Criminal Investigation

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Standards of Conduct TestTake the test on Page 26. Let the instructor know when you are finished. This is an open book test. You are free to refer to information in the booklet.

Question: Refer to:1) Page 5, 72) Inside Front Cover 3) Inside Front Cover 4) Page 7, top example 5) Page 25, Answer 36) Page 24, “Summary of the Intake/Interview and Quality Review Process”7) Page 21, “Greet the Taxpayer”8) Page 24, “Summary of the Intake/Interview and Quality Review Process”9) Page 3, “QSR #2 Intake and Interview Process”10) Page 23, “The Quality Review Process”

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BreakPlease show your

test & Photo ID to instructor

Complete Form 13615, sign it, and give to instructor

http://tinyurl.com/mx2hfvt

http://tinyurl.com/mx2hfvt

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Let’s look at the training manual, beginning on page 6

“The Conversation”

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The C.A.S.H. Advisor Conversation is your main job… make it great!

• Be Friendly – Put your client at ease• Be Thorough – Pay attention to details • Be Quick – Complete at least 4 per hour

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“At a Glance” Guide to the C.A.S.H Advisor Conversation is always at

your fingertips•Page 23-24 of your manual

•Front pocket of your Accordion File

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• Client Paperwork (White & Salmon)

• Disclosure & Use Consent Form (White)

• CLIENT Envelope

• C.A.S.H. Envelope (cover sheet stapled on)

• Guide to Community Resources

• Accordion File

C.A.S.H. Advisor Tools & Materials

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• The “C.A.S.H. Questionnaire,” 3 pages, printed on WHITE paper

• Form 13614-C, Intake/Interview & Quality Review Sheet, designed and mandated by the IRS, 4 pages, printed on SALMON paper

• NOTE if client prints forms at home before visit, both will be white!

C.A.S.H. Advisor Tools & Materials Client’s Paperwork

The client is given paperwork to complete. The paperwork consist of 2 documents:

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CASH Questionnaire (White) Client Interests and Needs

•Top of Page 1: Income Eligibility

•Page 1: Glance for clues of Client’s needs

• Q13 – Q 22: Client's interests, opportunities for Asset Building

• Q23 & Checklist on Page 3: Volunteer Use

C.A.S.H. Advisor Tools & Materials .Client’s Paperwork

4040

Form 13614-C (Salmon) IRS Intake Form

• Page 1: Name, marital status, address, dependents

• Page 2 & 3: Income, expenses & life circumstances

•Page 4 : disregard

C.A.S.H. Advisor Tools & Materials .Client’s Paperwork

4141

6 Steps in C.A.S.H. Advisor Conversation:

1. Preparing for the Conversation & Introduction.2. Checking eligibility & documentation.3. Signing the Consent Forms.4. Connecting the client to Community Resources5. Encouraging Direct Deposit and Asset Building.6. Completing the checklist, closing, and escorting the client to their next location.

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Engaging in the Conversation Step 1: Preparing for the Conversation & Introduction:

(See pages 6-7 of CASH Advisor Manual)

• Get next client’s packet from Front Desk Manager. • BRIEFLY Review paperwork to prepare for the conversation• Go to waiting area and introduce yourself to client.• Take client to your work station.• Explain your role and tell client that tax prep will follow. • If client has urgent tax questions, DO NOT offer tax advice. If

necessary ask a Quality Reviewer or Site Manager for help.

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Engaging in the ConversationStep 2: Checking Eligibility and Documentation

(See pages 7 - 15 of CASH Advisor Manual)

Check Identification – Photo ID

– Social Security cards and birth date for every person on the tax return

– Double-check that client correctly copied Social Security numbers onto the forms


(See pages 7 – 15 of CASH Advisor Manual)

MORE ABOUT SOCIAL SECURITY CARDS •SS#s printed on W2 forms IS NO LONGER ENOUGH!•Need Social Security card for each person listed on IRS Intake or another acceptable form of verification (listed on next slide)

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(See pages 7 – 15 of CASH Advisor Manual)

Acceptable SS verification documents: •Original or copy of Social Security Cards •Military ID with complete SS# •Form 1099‐SSA or Medicare Cards with suffixes A, TA, or WA•Any government issued letter or statement that lists the SS number•Replacement Social Security cards can be obtained in < 10 days. (give client handout from Accordion file)•Double‐check that Social Security numbers are correctly written on the C.A.S.H. Intake Form, p. 3

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Check Income Eligibility • IRS Intake Sheet – Top of page 2 tells you which

income forms to see.

• Review W-2s,1099s -- total up incomeCASH Eligibility:• $40,000 or less without children• $55,000 or less with children

Not sure about how to read the forms? Check the Guide to Income Forms on Page 9 of manual, or in the Front Pocket of your Accordion File and a “cheat sheet showing what income is taxable

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Check other eligibility criteria:•ownership of a business

(OK if no employees & expenses less than $10,000)

•lived/worked outside NY State last year•Military service last year•“Yes” to any Page 2 questions on IRS (salmon) intake form NOT identified as (A) or (B)

Any of the above – Notify Site Manager

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Special Situation: “Renters Credit”•C.A.S.H. serves some very low income clients who do not need to file a tax return, BUT are eligible to claim the NY State “Renter’s Credit” or IT214.•They often receive only non-taxable income such as SSI or other public assistance•If you believe a clients is ONLY coming to apply for the Renter’s Credit, NOTIFY THE SITE MANAGER, who will assess their eligibility so they do not have to wait if they are not eligible

Documentation of Expenses Middle Section of Page 2 tells you which forms to see


• Mortgage Interest• Real Estate Taxes• College Tuition*• Child Care Expenses• Closing papers for 2014 purchase of home

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* If client has 1098 T form (Tuition Statement), they must have a student billing statement for each form. (available through their online student accounts and can be printed at the site.)

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. A client’s return is:

• B (Basic level) if ONLY (B) boxes are checked on Pages 2-3 of the IRS (salmon) intake form

• A (Advanced level) if ANY (A) box is checked, Pages 2-3.

ONE Exception: If the only A box is #11—Distribution from Pensions, it is still a B (basic) return if any number appears in box #2a of their 1099R form. This is true for most C.A.S.H. clients with pensions.

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For ANY QUESTION about eligibility, check with your Site Manager

• Don’t send away people we can help• Don’t have someone not eligible waiting

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Missing documents?• Some documents are available on line (see

Guide to Online documents, p. 11 of Manual)• Client may use on-site computer to access

them• All documents must be there before tax

preparer starts

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If client can’t wait, or has missing documents, and must leave:

• Complete the C.A.S.H. Advisor Conversation• Ask client to return when paperwork is complete • DO NOT keep any of the client’s paperwork.

- Give client BOTH envelopes to bring when they return.

- Write “C.A.S.H. Advisor Completed” on the envelope.- Tell client to show this note to Front Desk Manager

when they return.NOTE: wait time is not decreased but just split for clients who return

Engaging in the ConversationStep 3: Signing the Consent Forms

(Page 15 of CASH Advisor Manual)• Privacy:

– We do not share client’s identity unless they ask us to have someone contact them

• Disclosure Consent allows us to:– Combine client data with others for reports to our funders

(we need funding to provide free C.A.S.H. services)• Use Consent allows us to:

– Share information with clients about community resources & asset building

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• If client is eligible, C.A.S.H. will prepare their tax return, regardless of whether consent is granted.

• Please ENCOURAGE Consent– Data is essential to continue funding for C.A.S.H.– Consent helps clients Get, Keep & Grow their money

• If consent is NOT granted, DO NOT continue the Advisor Conversation. Complete the paper work and escort the client to the waiting area.

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MUST complete BOTH sides of the Form• Taxpayer Signature, whether granting OR

denying consent

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Engaging in the ConversationStep 4: Connecting the Client to

Community Resources(Page 15 of Manual)

Community Resources•Page 2 of C.A.S.H. Questionnaire (WHITE) will help you understand your client’s needs •Use the Conversation Guide to identify the appropriate Community Resources

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Engaging in the ConversationStep 4: Connecting the Client to

Community Resources

On-site information sources:– Accordion File – for handouts– CASH Guide to Community Resources – circle items

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C.A.S.H. Advisor Tools & Materials .C.A.S.H Guide to Community Services

Food and Nutrition: Emergency Food, Food Stamps / SNAP, WIC program, MCLAC Nutrition Outreach, Growing up Healthy Hotline

Housing: Buying a Home, Low-Cost Rental Properties, Foreclosure Prevention, Reverse Mortgages, Remodeling Loans

Heating: HEAP (Home Energy Assistance Program), Heating Assistance, Weatherization, NYSERDA Energy Programs

Legal Help: Family Issues/Bankruptcy, Mortgages/Contracts

Child Care: Finding affordable, quality child care

Education: High School Equivalency, College & SAT Prep

Job Training

C.A.S.H. Advisor Tools & Materials

.C.A.S.H Guide to Community Services (cont.)

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C.A.S.H. Advisor Tools & Materials .C.A.S.H Guide to Community Services (cont.)

Computers: Buying a low-cost computer Credit: Credit & Student Loan Counseling, Free credit

reports

Money Management Training

Tax Problems: IRS and NYS taxpayer advocates

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C.A.S.H. Advisor Tools & Materials Accordion File

Accordion File

• Front Pocket has your “cheat sheets”• Handouts on Health, Job Training, Credit

Reports & More• Work-Related Problems Survey• Consumer Rights Survey• “Save Your Refund” Promotion• Volunteer sign-up forms

Special Items on CASH Questionnaire

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Page 1, Q 7 & Q 8 If answer to either is “prepare my own taxes,” this client might be a good candidate for Self-Prep Service, our do-it-yourself option. Ask if the client would like to try preparing their own tax return today (if the site is busy, it might be faster). If the client says “yes” or wants to learn more, introduce to the Assistant Site Manager after your conversation.

Page 1, Q 10Clients who answer “yes” to becoming a volunteer should fill out the CASH Volunteer Form. Paper copy in Accordion File can be completed and left with you. Print your name on the CASH Advisor line on the form.

Special Items on CASH QuestionnairePage 2, Q 15Due to the Affordable Care Act, many C.A.S.H. clients will be newly qualified for Medicaid coverage or subsidized health insurance on the NY Exchange. Clients should consult a Navigator (handout in Accordion File, “Health Insurance”)

Page 2, Q 21Clients who answer “yes” to anything in Q21 should complete the Working Conditions Survey (Accordion File). Those who wish to receive a free legal consultation can provide their contact information (optional).

Page 2, Q 22Clients who answer “yes” to anything in Q22 should complete the Consumer Rights Survey (Accordion File). Those who wish to receive a free legal consultation can provide their contact information (optional).

How Empire Justice’s Workers’ Rights Project helps

With your help last year’s Workers’ Rights Project was very successful in helping low wage workers and their families:

•Collected over $100,000 in wages, damages and fees from employers for underpaid workers

•Supported successful statewide campaign to raise minimum wage to $15/hr. for fast food workers

•Provided free legal services to over 150 people with wage and employment problems

•Provided 10 workshops on workers’ rights

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Engaging in the ConversationStep 5: Encourage Direct Deposit & Asset Building

WHY do we encourage Asset Building?•Economists believe lack of assets is a greater barrier to advancement than low income

•Move beyond living paycheck-to- paycheck

•Break the cycle of poverty; pass wealth and opportunities to future generations

(Pages 16 - 19 of Manual)

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Why at tax time?• Average tax refund: $2,000

• For a typical client, this is the most money they will have on hand at any time during the year

• Reinforce savings message for returning clients

Pay yourself first•We encourage our clients to save 10% of their tax refund -- “Pay Yourself First.” For example – saving $100 from a $1,000 refund. •If the client has indicated they plan to save part of their refund, ask what they would like to save up for. Help them visualize the benefit.•Clients can begin a savings program with as little as $50 with a U.S. Savings Bond.

• A new savings account is another way to help clients save

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Our Offerings•Refund Splitting

– Tax refund can be split among multiple options including savings accounts and savings bonds

– Save some, spend some• Checking & Saving Bank Accounts• Prepaid Card• Series “I” US Savings Bonds• Free Credit Reports• Matching Funds via First Home Clubs

Refund splitting•IRS makes it easy for taxpayers to save some of their refund by allowing direct deposit to multiple accounts.•Some can go directly to a savings account, and the rest to checking. Or, part paid by check, part to bank account. •Taxpayers can buy up to three Series I U.S. Savings Bonds with their tax refund.

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“Save Your Refund” Promotion


• Offered nationwide by Doorways to Dreams Foundation. • Clients who split their refund are eligible to win $100

weekly prize (10 winners weekly—nationally). • Time permitting, C.A.S.H. tax preparers will enter clients for

the prize drawing online. • Afterwards, clients are encouraged enter the $25,000

Grand Prize drawing by submitting a photo showing how they hope to use money they save or win.

• Client thinking about it? Circle “Save Your Refund” on Page 3 of the C.A.S.H.

Questionnaire

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“Save Your Refund” Promotion


• Use “Save Your Refund” to encourage savings• We’ve had many $100. winners at C.A.S.H.!!• Chance of winning gives an extra push to save

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Direct Deposit Advantages

• Faster: 2 wks vs. 3 wks• Safer: No need to carry

large amounts of cash• Cheaper: No need to

pay for check cashing

Banking Advantages*

• Avoid fees for– Check cashing– Money orders

• Access to other services– Savings– Credit / Loans


*Bank account fees vary

Direct Deposit – Why?

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Objections to Direct Deposit• Bank Fees• Overdraft Fears• Creditors• Loss of Public Benefits

C.A.S.H. ‘s AnswerFee-free / affordable accountsPrepaid cardsExempt Income Protection ActRefund not treated as income.Client is allowed time to use money before it is considered an asset.


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Bank Accounts•About 1 in 6 C.A.S.H. clients has no bank account•Clients can open an account at a bank or credit union while at C.A.S.H. •The accounts are affordable.•We can often open accounts for those who were denied in the past.

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Benefits of bank accounts:

•Direct deposit of tax refund is faster and safer•Direct deposit of paycheck is safer and cheaper than using check-cashers•Provides access to financial mainstream such as car loans, home buying, etc.

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Prepaid Cards

• Similar to a debit card, but not connected to bank account.• Avoid ATM fees by getting “cash back” with purchase.• “Everyone is eligible. No CHEX* review.• No overdraft mistakes – can’t use money that isn’t there.

*CHEX System: Bankers’ list of undesirable customers.

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ESL Prepaid Card

• Federal and/or NY refund can be deposited to one card.• $3 per month fee• Reloadable (e.g. with direct deposit of pay check)• Free access to ESL ATM’s (and cash back on purchases)• Online account access & statements• No temporary card issued. Will arrive in 5-7 business days

(before refund arrives)

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Series “I” US Savings Bonds• No fees – very safe• Purchase at face value - minimum of $50• Interest rate adjusted for inflation twice every year.

Currently 1.64 %• Easy to buy with tax refund, for taxpayer or others (such as

children or grandchildren)• If client has interest in Savings Bonds, circle “US Savings

Bonds” on Page 3 of C.A.S.H. Questionnaire

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Credit Reports

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• Directions for obtaining credit reports are in the Accordion File

• Computer-literate clients can get their credit report at C.A.S.H., using the public access computer.

• If a client needs help with the computer and if you have time, help them access their credit report.

• Credit Counselors may be available at your site to help clients understand their credit report. Otherwise, the report contains explanations.

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First time home buyers•Potential home buyer attends workshop •Home Buyer matched with local bank for months of one-on-one counseling •Home Buyer opens a savings account at the bank, to save money toward the purchase of home•Upon completion of program, bank matches savings (up to 4 to 1) towards purchase of home. This can add up to as much as $7,500!

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* Accordion File has information about Banks & Credit Unions** Partner site, check with Site Manager regarding what is offered


Product Super Site Partner Site**Savings/Checking* Assistant Site Mgr Site Manager

Prepaid Card Assistant Site Mgr Site Manager

Savings Bonds Tax Preparer Tax Preparer

Who’s the expert at your site?


We’re all part of the Asset Building Team

• Help other C.A.S.H. team members “close the sale”• Introduce the client to the Assistant Site Manager• Make a note on Page 3 of the IRS Intake Form (Salmon) to

alert Tax Preparer & Quality Reviewer that the client is considering a checking or savings account, prepaid card, or Savings Bond.

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Engaging in the ConversationStep 6: Checklist & Goodbye

(Pages 19 – 20 of Manual)

Be sure to check:• Both sides of Consent Form are completed and signed• Client’s paperwork is completed AND readable• Initial Q23 on Page 2 of the White CA Questionnaire --

Print your initials LEGIBLY!• Complete the checklist on Page 3

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• Tell client about 2-1-1 as an everyday resource

• Give the client their envelope containing:• their documents (such as W-2’s), • Guide to Community Services • any forms or flyers you provided.

• Tucked under flap of the C.A.S.H. envelope: • signed Use and Disclosure Consent (White) and • client paperwork (Salmon & White)

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• If the client wants to meet with an on-site specialist, such as the Assistant Site Manager, escort them to that person for an introduction. Notify Front Desk Manager if client is meeting with a specialist.

• If the client wants to get their credit report, escort them to the public access computer.

• If not interested in either, escort them to the waiting area

• Give C.A.S.H. envelope to the Front Desk Manager

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Remember: If client is leaving BEFORE tax prep:

• Give the client ALL paperwork – BOTH envelopes• Write on outside of envelope, boldly, “C.A.S.H. ADVISOR

DONE” • Tell client to present envelope to Front Desk Manager

when returning… no need to see C.A.S.H. Advisor again

Questions?

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Have you Scheduled Your Shift?1. Choose a site2. Choose the day of the week and time of day3. Register on-line using the Volunteer Hub.

Separate entry for every shift you work cash.volunteerhub.com

4. Want help? Call Tracy at 295-5733

http://cash.volunteerhub.com/

Can’t show up?• If you know more than 24 hours in advance:

Change your schedule on Volunteer Hub • If you know less than 24 hours in advance:

Call your Site Manager

ROCHESTER 262-2861HENRIETTA 427-7089

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Mentoring new C.A.S.H. Advisors

Please identify new Advisors on your regular shift and offer to help them•Let them observe through one or two clients•Observe them for one or more clients and give feedback•Offer to answer their questions as they come up

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Additional Mentoring Needed in First Two Weeks!.

Some shifts have mostly new Advisors

- We may ask you to mentor at a different site, and/or a different time.- You don’t need to stay for the whole shift – just until the new volunteers are comfortable.

If you can help, please fill out the Mentoring Sign-Up Form and leave with instructor.

THANK YOU!

Please complete & turn in theTraining Evaluation Form

Thank You for Volunteeringwith C.A.S.H.

Documents

Welcome to REFRESHER C.A.S.H. Advisor Training Thank you for Volunteering Please sign in Take a Training Manual and Handouts Write your name on a tent