Volunteer Tax Client Service Assistant

QCAP seeks volunteer client service assistants to welcome customers at QCAP’s tax preparation assistance site, verify income and other documentation from taxpayers, and maintain the waitlist. Volunteer client service assistants provide assistance in accordance with IRS guidelines and applicable QCAP policies. Training is provided. Both online and in-person volunteer opportunities are available, though online volunteers will need to complete some in-person tasks during training and orientation. Other volunteers at the site provide free personal income tax counseling and tax form preparation assistance with a goal of helping low income people claim tax credits for which they may be eligible.

ESSENTIAL DUTIES & RESPONSIBILITIES:

1. Complete the Volunteer Standards of Conduct Training on IRS Link and Learn. 

2. Provide excellent customer service by welcoming customers to QCAP’s tax preparation assistance site. Verify customer identity, appointment time, and complete short interview with customer about information pertinent to preparing the customer’s tax return. Review income and other documentation provided by the customer to ensure that all paperwork necessary for the tax counseling session is complete and present at that time. (training provided)

3. Assist in collecting customer demographic data via QCAP intake forms.

4. Supervise flow of customers which includes greeting new arrivals, maintaining an appointment list, managing customers in the waiting area, and escorting customers to tax preparers.

5. Handle walk-in or phone inquiries related to tax preparation.

6. Refer customers with complex returns to the IRS web site or help number, or to a tax practitioner or firm.

7. It is strongly suggested that Volunteer Client Service Assistants familiarize themselves with the Tax Law trainings (6-10 hours) that is required for Volunteer Tax Preparers. Taking the Tax Preparer certification exam is optional. 

8. Maintain confidentiality of customer information.

9. Adhere to Title VI by not denying service to anyone based on race, color, sex, age, national origin, or disability.

**Volunteers cannot accept pay or compensation for assistance provided. Volunteers cannot refer customers to any one particular tax practitioner or firm. QCAP maintains a list of area tax practioners for customer referral purposes.**

QUALIFICATIONS/SKILLS:

1. Strong customer service and interpersonal skills, and desire to help people.

2. Ability to work well with diverse populations.

3. Multilingual skills encouraged.

4. Ability to learn and apply IRS policies around verification of taxpayer identity and income documentation. Training will be provided.

5. Ability to maintain taxpayer confidentiality.

6. Dependability and flexibility. 

7. Pride in performing tasks completely and accurately.

TIME COMMITMENT

Training:

• Participate in a 2-hour volunteer orientation training

• Complete IRS Volunteer Standards of Conduct and Intake/Interview & Quality Review Training (~2 hours)

• Optional: Complete Basic or Advanced IRS web-based tax-law training and certification program (~10 hours) Will be offered online.

Tax season:

Volunteers should commit to a minimum of 3 hours weekly for the duration of the tax season. 

• For 2024, the tax site will be open from January 29, 2024 through April 15, 2024.

• The shift hours available are: 

• Weekday evenings, 5:30pm – 8:30pm (online or in-person)

• Saturdays, 9:30am – 1:00pm and 1:00pm – 4:00pm (in-person)

• If a candidate is unable to work during one of the above shifts but still wants to volunteer, some alternative times may be available on a case by case basis. These alternative times would generally happen during daytime hours on weekdays between 10AM and 3PM.  

SUPERVISION AND VOLUNTEER LIABILITY

Volunteers will be supervised while on site by an experienced Volunteer Site Coordinator. The Site Coordinator will be available to provide support, guidance, and answer questions. 

Volunteers are covered under the Volunteer Protection Action of 1997, which can be found in its entirety at www.irs.gov/individuals. “As long as the volunteer acts within the scope of the Volunteer Return Preparation Program, and has been certified by the IRS as a Volunteer Tax Counselor, they shall not be held liable for any harm caused by an act or omission on their part.” 

BENEFITS TO VOLUNTEER

1. Rewarding volunteer experience, with the chance to help low income people claim eligible credits and maximize their income. 

2. Opportunity to build skills.

o Volunteers can put this experience on their resume 

3. Chance to meet other volunteers and build camaraderie among the counseling team.

o Volunteers are part of a team of 40 professionals and community members that are helping to support the Quincy and Greater-South Shore community by providing free income tax preparation.