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 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!