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Volunteer/Site Quality Requirements Standards of Conduct

Volunteer/Site Quality Requirements Standards of Conduct. For All AARP Foundation Tax-Aide Volunteers 2013–2014. Volunteer/Site Policies and Procedures 2013-2014. 1. Client Service Provider Digest. Additional important information provided in the Client Service Provider Digest:

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Volunteer/Site Quality Requirements Standards of Conduct

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  1. Volunteer/Site Quality RequirementsStandards of Conduct For All AARP Foundation Tax-Aide Volunteers 2013–2014 Volunteer/Site Policies and Procedures 2013-2014 1

  2. Client Service Provider Digest Additional important information provided in the Client Service Provider Digest: • Counselor Guidelines and Policies • Conflict of Interest Guidelines • Confidentiality and Security of Taxpayer Data • Liability Protection • AARP Foundation Volunteer Standards of Professionalism • Activity Reporting Volunteer/Site Policies and Procedures 2013-2014 2

  3. Overall Objectives • Ensure awareness of • AARP Foundation Tax-Aide Program policies and procedures • AARP Foundation Tax-Aide Standards of Professionalism • IRS grant requirements • Ensure a satisfying experience for Taxpayers • Provide training for all volunteers • Quality Site Requirements (QSR) • Volunteer Standards of Conduct (VSC) • Program policies and procedures Volunteer/Site Policies and Procedures 2013-2014 3

  4. Quality Site Requirements Who is responsible? LC/Instructor Counselors Counselors LC Counselor • #1 – Volunteers must be certified • #2 – Intake and Interview • #3 – Quality Review • #4 – Reference Material • #5 - Signed Volunteer Agreement Volunteer/Site Policies and Procedures 2013-2014 4

  5. Quality Site Requirements Who is responsible? ERO/COU LC LC/ERO LC/ERO Counselor • #6 – All Returns filed on Timely Basis • #7 – Taxpayers informed of Civil Rights • #8 - Must use correct Electronic Filing Identification Number (EFIN) • #9 – Must use correct Site ID number (SIDN) • #10 – Taxpayer Identification Volunteer/Site Policies and Procedures 2013-2014 5

  6. What You Need to Know • QSR #2 - Intake and Interview Process • Must use current year Form 13614-C – Interview Intake & Quality Review Sheet for every taxpayer • Taxpayer interview key to process • Verify that all yes responses in the Intake sheet are accounted for in the tax return Volunteer/Site Policies and Procedures 2013-2014 6

  7. What You Need to Know QSR #3 Quality Review Process • QR must be in front of taxpayer • Fully review and account for all pages of Client Intake Form • QR should ask “probing questions” not just verify name and numbers 100% Quality Review by 2nd counselor Volunteer/Site Policies and Procedures 2013-2014 7

  8. What You Need to Know QSR #5 Volunteer Agreement • Must pass Volunteer Standards of Conduct test • Must agree to the IRS Standards of Conduct • Must also agree to abide by the program’s Standards of Professionalism • Volunteer Agreement must be signedby the volunteer and the instructor or local coordinator All volunteers must sign the Volunteer Agreement Form 13615 Volunteer/Site Policies and Procedures 2013-2014 8

  9. Volunteer Standards of Conduct All volunteers must sign the Volunteer Agreement Form 13615 – critical text below Volunteer/Site Policies and Procedures 2013-2014 9

  10. Form 13615, Page 2 Volunteer/Site Policies and Procedures 2013-2014 10

  11. What You Need to Know QSR #6 Timely Filing of Tax Returns • Taxpayer and spouse signed 8879 provides authorization to e-file return • Any rejects should be resolved in a timely manner (usually within 3 days) Must have process to ensure e-file returns filed in a timely manner Volunteer/Site Policies and Procedures 2013-2014 11

  12. What You Need to Know QSR #8 Correct Site Identification Number QSR #9 Correct Electronic Filing Identification Number Volunteer/Site Policies and Procedures 2013-2014 12

  13. What You Need to Know • QSR # 10 – Security, Privacy, Confidentiality • Proper identification of Taxpayer – LC approval required for exemptions, should be very rare • Taxpayer presents SS card or Tax ID # • Alternatives • Other documents issued by SS • ID, all docs with same SSN, and last year’s return; or • ID, all docs with same SSN, and Carryforward • Interim Taxpayer ID # (ITIN) • ITIN application process separately defined • Confidentiality of Data from Taxpayer – including NO part of any tax and/or information forms retained by volunteers Volunteer/Site Policies and Procedures 2013-2014 13

  14. Volunteer Standards of Conduct #1: Follow the Quality Site Requirements #2: Not accept payment or solicit donations for federal or state tax return preparation #3: Never solicit business for self or others #4: Not knowingly prepare a false return #5: Not engage in any criminal or any conduct deemed to have a negative effect on the program #6: Treat all taxpayers in a professional, courteous and respectful manner Volunteer/Site Policies and Procedures 2013-2014 14

  15. Volunteer Checklist • Secure Equipment and Tax Data • Certify. Pass advanced test, if a Counselor, IRS Standards of Conduct Test (all) • Follow key policies, e.g. IRS Standards of Conduct, AARP Foundation Standards of Professionalism • Interview/Intake process for every Taxpayer • 100% Quality Review by 2nd Counselor • Close for the day; have and comply with a process for tracking all e-files through acceptance-get returns to ERO • Close for the season properly • Accurately Report Service Activity – don’t forget Q and A’s! Volunteer/Site Policies and Procedures 2013-2014 15

  16. PROFESSIONALISM andSITE PROCEDURES ALL VOLUNTEERS Volunteer/Site Policies and Procedures 2013-2014 16

  17. Standards of Professionalism • Discussion of politics, race, nationality, gender identity, religion are inappropriate. • Treat all taxpayers/volunteers equally and with courtesy – No discrimination • Follow AARP Foundation Tax-Aide policies at all times • All tax returns will receive a Quality Review by 2nd certified counselor Volunteer/Site Policies and Procedures 2013-2014 17

  18. Standards of Professionalism • Do not discuss taxpayer information with anyone who does “Not have a need to know” • Issue arises regarding taxpayer return that requires consultation with 2nd volunteer • Discuss quietly away from taxpayer • Discuss quietly to ensure privacy • Resolve differences – sustain TP confidence Volunteer/Site Policies and Procedures 2013-2014 18

  19. Standards of Professionalism • Angry taxpayer? • Attempt to diffuse situation • Move to quiet area, if possible • Immediately notify local coordinator • Provide assistance to disabled • Assure welcome • Requested assistance not available, notify local coordinator • Do not provide personal information for any volunteer • Refer inquiries to local coordinator Volunteer/Site Policies and Procedures 2013-2014 19

  20. All Volunteers: • Complete Training for Quality Site Requirements and Site Procedures • Trained to understand • Intake and Interview Process • Quality Review Process • Pass the IRS VSOC test • Wear name tag with first name and first initial only of last name Volunteer/Site Policies and Procedures 2013-2014 20

  21. All Counselors: • Pass the Advanced level of the IRS Test • Stay within scope of training and certification • If uncertain of ability to assist even if within scope: • Do not continue with return • Notify Local Coordinator Volunteer/Site Policies and Procedures 2013-2014 21

  22. All Counselors: • Ask for photo ID for Taxpayer and Spouse and social security number for everyone listed on tax return (slide 13) • Protect from Identity Theft • Conduct an interview with taxpayer • Prepare Tax Return(s) • Quality Review Volunteer/Site Policies and Procedures 2013-2014 22

  23. All Counselors: (Continued) • Explain tax return • Remind Taxpayer of their responsibilities by emphasizing key words from 8879 statement as you request they sign the document. The return is: – true, correct, complete, OK to file • Provide taxpayer one copy of return plus the signed 8879 in AARP TAX-AIDE envelope • Return ALL taxpayer documents • Intake Form, W-2s, 1099s, etc Volunteer/Site Policies and Procedures 2013-2014 23

  24. 100% Quality Review – All Returns • Second Person Quality Review (QR) by counselor certified to level of return • Review Intake Sheet • Ensure nothing is missed • Ask Questions • Make sure all yes answers on page two are addressed in the return Volunteer/Site Policies and Procedures 2013-2014 24

  25. 100% Quality Review (Continued) • Second Person Quality Review (cont) • Review source documents • EIN, Issuer name and Address, SSN, etc • Verify Accuracy of Return(s) in Taxwise • Initial TaxWise Preparer Use Field 14 Volunteer/Site Policies and Procedures 2013-2014 25

  26. Verify Banking Information • Bank routing # and account # generally entered directly from check • Optional method if taxpayer does not have check – If approved by Local Coordinator • Accept information from another source if • Counselor advises taxpayer of responsibility for accuracy – the money will most likely be gone for good if incorrect • Taxpayer initials next to routing and account numbers on printed return • Source of information recorded in TaxWise • Main Information Sheet • Client Diary Volunteer/Site Policies and Procedures 2013-2014 26

  27. Secure Equipment and Tax Data • Store equipment in secure environment • Keep laptops and forms in secure environment at all times during site operations • Immediately notify your volunteer leader if: • Computer is stolen or lost • Forms with taxpayer data are stolen or lost • Volunteer leader must immediately call police and number on back of volunteer badge Volunteer/Site Policies and Procedures 2013-2014 27

  28. Secure Equipment and Tax Data • AARP Foundation Tax-Aide approved anti-virus software must be installed and running on computers • AARP Foundation Tax-Aide approved firewall software program installed • passwords required to control access to taxpayer data Volunteer/Site Policies and Procedures 2013-2014 28

  29. Secure Equipment and Tax Data • Lock computer if you step away WINDOWS key + L • Never post passwords on or near computer • Flash drives with encrypted software must be used on site-sponsored-owned computers – TW desktop only Volunteer/Site Policies and Procedures 2013-2014 29

  30. Assurances for Accuracy and Quality • Certified volunteers exercise proper care • Preparation of return • Quality Review • Filing tax returns • Ask sufficient questions to ensure quality and accuracy • Volunteers may rely in good faith • Missing documentation Volunteer/Site Policies and Procedures 2013-2014 30

  31. Closing for the Season – TWD • Backup retained data – external media • Send to designated custodian • One per state/split state • IRS owned computer? • Run WIPE DISK program • Site-owned, personal, Tax-Aide computers • Run Clear TP Data – See Sharenet Volunteer/Site Policies and Procedures 2013-2014 31

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