Transcript assets.aarp.org

Volunteer Standards of Professionalism
Taxpayer Information and Responsibilities
AARP Foundation Tax-Aide
Fall 2011
IRS
Quality Site
Requirements
Standards of Conduct
Training/Test
AARP Foundation Tax-Aide
Program
Emergency Procedure
Guidance
Winter 2011
Volunteer Standards of
Professionalism
Taxpayer Information and
Responsibilities
Incident Review
Protocol
1
Overview
 Volunteer 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.
2
Key Elements:
Volunteer Standards of Professionalism
 Defines appropriate conversation with public
 Warns that work “outside of scope” is not covered by
Volunteer Protection Act
 Defines expectations for Quality Review Protocol
 Highlights the need to protect Personal Information of both
Taxpayers and Volunteers
 Reminds Volunteers of need to provide assistance as
appropriate to everyone, regardless of special needs
3
Key Elements:
Taxpayer Information and Responsibilities
 Reminds Taxpayers that they are responsible for accuracy of
return.
 Gives notice that “out of scope” returns can’t be done
 Sets expectations for taxpayers to provide organized,
complete and accurate documentation and information
 Clarifies when and how taxpayers will be served at sites
 Informs taxpayer that they will be treated with respect and
courtesy, and if their behavior is disruptive they will be asked
to leave site
4
Taxpayer Information and Responsibilities
 Will be Available on Extranet (English and Spanish)
 Will be Posted on national Site Locator
 Should be Available at all sites for Taxpayers
 SC/DC to determine how to distribute most effectively at
each site
Ideas To Consider:
 Put a few copies next to Sign-in sheets and ask Taxpayers to review
while waiting for counselor
 Put copy on clip-board along with Client Intake Form
 Post 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!
5