Volunteer Standards of Professionalism Taxpayer Information and Responsibilities

Volunteer Standards of ProfessionalismTaxpayer Information and Responsibilities AARP Foundation Tax-Aide Fall 2011

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.

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

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

Taxpayer Information and Responsibilities • Will be Available on Extranet (English and Spanish) • Will be Posted on Site Locator • Should be Available at all sites • 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!

Regular Incident Review Protocol • A volunteer has sustained an injury or property damage at a site, or while on program business, or an accident involving a taxpayer has occurred at a site; • A volunteer has fallen ill at the site causing 911 to be called; • There is a confirmed violation of the Standards of Professionalism by a volunteer; • There is a confirmed violation of the Taxpayer’s Responsibilities by a taxpayer that results in either the taxpayer being told to leave the site and/or the police are called to the site; • There is a complaint voiced by a taxpayer (or someone on their behalf) that involves an allegation of inappropriate action by any volunteer or other taxpayer.

Enhanced Incident Review Protocol • A volunteer is arrested, charged with a crime and/or convicted of a crime; • A volunteer is alleged to have improperly touched or sexually harassed a taxpayer or another volunteer; • A volunteer engages in an aggressive act (verbal or physical) toward a taxpayer or another volunteer, as reported by a taxpayer to the Local Coordinator, or that is witnessed by or overheard by the Local Coordinator; • A volunteer engages in inappropriate fiscal conduct (i.e. solicits business from taxpayers, accepts money for tax preparation services, or uses information obtained from a taxpayer for personal gain or criminal activity) or knowingly prepares an incorrect return for a client; • A volunteer or taxpayer indicates that he/she plans to contact a lawyer or the media regarding an issue;

Questions? • Attend a Webinar 10 to be scheduled Nov 1-January 1 • Check out the Extranet for Forms/more Information • Contact me with Questions Marcy Gouge 202-434-2197 mgouge@aarp.org

Volunteer Standards of Professionalism Taxpayer Information and Responsibilities