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Local Coordinator Digest Contents

Check out the Local Coordinator At A Glance page that follows this one, and refer to the rest of this Digest as you need help.

About YouLocal Coordinator At A GlanceLocal Coordinator Position DescriptionLocal Coordinator Activity ScheduleInstructor Position DescriptionInstructor Activity Schedule

23567

Data ManagementSubmitting Counseling Activity DataActivity Reporting Message To CounselorsRecording on the Site Sign-in Sheet (Exercise)

31 3333

About the ProgramAARP Tax-Aide Mission and OrganizationProgram’s CustomersProgram Organization ChartAARP Foundation and AARP

8101112

Site AdministrationSite Selection & SchedulingGenerating Local PublicitySite and Counselor Guidelines and PoliciesConfidentiality and Security of Taxpayer DataSite Lists & Guidelines

3637414346

People ManagementCounselor, ERO, CF Position DescriptionsCounselor, ERO, CF RecruitmentVolunteer PreparationCounselor Certification & Volunteer

AssignmentVolunteer Rosters and Record KeepingRecognition of Service & Performance

Review

16222427

2830

Administrative NecessitiesOrdering MaterialsExpense ReimbursementInsurance CoverageAdministrative Reports Summary

48505758

FORMS

Samples For Display Samples for Local Coordinator/InstructorSelf Study Quiz 59 Instructor Biography Form 68Scheduling Information 60 Instructor Report of Certified Counselors 69Personnel Form (abbreviated sample) 61AARP Tax-Aide Order Form 65 Actual Forms For Local Coordinator UseExpense Statement 66 Site Sign-in Sheet 63

Counselor Performance Review Form 70Volunteer Assessment of AARP Tax-Aide 71

LC Digest, 2006-2007 Season,

The Local Coordinator At A GlanceLocal Coordinators (LC) carry out seven major responsibilities for AARP Tax-Aide, summarized below with a page number reference in each topic box for further explanation:

Recruit Counselors, EROs, and Client Facilitators(Page 18)

Word-of-mouth is the most effective form of volunteer recruitment. AARP Tax-Aide now has toll-free 888# and web page recruitment, but personal solicitation at sites or otherwise locally by LCs and Counselors (with LC encouragement) is still the best source of new volunteers. (Also see letter on the back page of the front cover of this Local Coordinator Digest.)

Train EROs, Client Facilitators, and Counselors on Program Procedures(Page 18)

LCs teach Counselors, Electronic Return Originators (EROs), and Client Facilitators program policies, the value of protecting the security of taxpayer data, the activity statistics via Site Sign-in Sheets, along with their proper recording & submission, and the importance of marking the site identification number on all returns prepared. LCs also teach site volunteers how to claim or decline expense reimbursement within the constraints of AARP Tax-Aide’s policy limitations.

Create, Record, Maintain, and “Staff” Sites(3)

LCs establish as many sites as necessary to adequately serve the local area keeping efficiency, particularly for e-filing, in mind. Site information must be accurately communicated to the National Office for 888# and web page look-up functions, and site volunteers must be scheduled to cover periods of operation.

Generate Site Publicity (Page 33)

People must learn about the sites that are established in order to avail themselves of our services. LCs generate media publicity, post posters, seek sponsor publicity, and promote word-of-mouth publicity.

Order & Distribute Materials(Page 44)

An array of forms and materials are needed to maintain normal site operations. One AARP Tax-Aide poster, with the white space for local information and civil rights language, is required by the IRS grant to be posted at all sites (samples are in the Administrative Packet). This poster and other needed site materials, including the tax record envelope and IRS required Intake Form, must be ordered and distributed by LCs, factoring in what has already been received from the advance materials shipped by the National Office.

Maintain Volunteer Rosters(Page 24)

LC’s submit new Counselor, ERO, and Client Facilitator information on personnel forms, and update current counselor data via the All Volunteer Roster. This data joins the national database of AARP Tax-Aide volunteers, which is used for materials shipment and expense reimbursement.

Monitor & Approve Expenses(Page 46)

LCs carry the responsibility of limiting program expenses including Counselor, ERO, and Client Facilitators’ expenses to essential spending. This requires efficient site selection and usage, monitoring of activities and scrutiny of expense statements, along with providing the actual approval signature.

LC Digest, 2006-2007 Season, Page 2

AARP Tax-Aide Local Coordinator Position Description

Program & Purpose of Position

AARP Tax-Aide provides free personal income tax assistance to low- and middle-income taxpayers, with special attention to those 60 and older. The Local Coordinator (LC) implements program plans in one or more assigned geographic localities and ensures site compliance with AARP Tax-Aide program policy.

Respons- ibilities of Position

Sets goals and implements program plans for assigned geographic locality(ies).

Recruits, appoints, supervises, and evaluates Counselors, Electronic Return Originators (EROs), and Client Facilitators, ensuring IRS certification, as required, and program policy training for all.

Confirms Counselors have passed the IRS test and all site volunteers have signed the Volunteer Standards of Conduct form prior to assisting any taxpayers (the forms must be held until December 31 by a local leader).

Maintains and ensures all site volunteers maintain the strict confidentiality and protects the security of all taxpayer information and records at all times. Ensures all sites volunteers have received copies of, and understand, the Confidentiality and Security of Taxpayer Data section of the LC and Counselor Digest.

Establishes on-site quality review measures to ensure accuracy of returns. Updates All Volunteer Roster and completes personnel forms to ensure all

volunteers reporting to the LC are accurately recorded in the database at the National Office.

Confirms and evaluates existing sites, opens new sites, merges sites as appropriate, prepares site schedule, updates site lists & forms to ensure sites are accurately reflected in the National Office database for uploading to the Web and 888-227-7669 public access site locators.

Collects Site Sign-in Sheets, summarizes the data, and forwards the totals according to the state’s procedures.

Ensures notation of the IRS Site Identification Number (SIDN) on all tax returns (paper and e-filed) prepared at the site.

Orders site material from IRS and AARP Tax-Aide National Office, according to the state's procedures.

Ensures posting of AARP Tax-Aide program poster with civil rights language (#D143) at all sites during operating hours.

Ensures sites use AARP Intake Forms and AARP Tax Record Envelopes exclusively.

Coordinates with District Coordinator and Communications Coordinator (where appointed) to implement local program publicity.

Submits approved Counselor, ERO, and Client Facilitator expenses to the National Office, in accordance with the state's procedures.

Attends meetings as scheduled by the State or District Coordinators. Works well with diverse populations.


Qualifications, Length of Service & Eligibility

The LC must have the ability to implement program policy and provide direct oversight of the program and its volunteers in a geographic locality. The LC is appointed for a one year term, contingent upon satisfactory annual review, and may be re-appointed for subsequent one year terms. The LC is eligible for other AARP or AARP Foundation volunteer positions.

Time, Training, & Travel Required

Time commitment varies according to geographic area and number of volunteers. The position demands more time from September to May. The LC must acquire the knowledge of all procedures associated with the program, visit training locations and tax assistance sites, and attend district meetings.

Appointed By, Supervisor, & Scope of Authority

The LC is appointed by the District Coordinator with concurrence of the State Coordinator and reports directly to the District Coordinator. The LC supervises Counselors, EROs, and Client Facilitators and administers the program policies at the tax assistance sites.

Working Relations & Progress Review

The LC works closely with the District Coordinator, Counselors, EROs, Client Facilitators, Instructors, Technology Coordinators and the Administration Specialist. Performance monitoring is on-going, and reviewed annually by the DC.

Available Resources

The LC will be afforded the necessary guidance, training and materials needed to facilitate leadership responsibilities, with support from the District Coordinator and other district level volunteer leaders, National Office staff, and the IRS. AARP Tax-Aide reimburses volunteers for covered program related expense as set out in the Policy Manual.

Volunteer Policy

AARP Foundation volunteers will receive equal opportunity and treatment throughout recruitment, appointment, training, and service. There will be no discrimination based on age, disabilities, gender, race, national or ethnic origin, religion, economic status, or sexual orientation.


Local Coordinator Activity ScheduleSeptember Receive appointment confirmation letter.

Assess program needs and solicit new sites for upcoming season.Contact returning site volunteers and recruit, through January, new volunteers as needed.Contact existing sites for availability and to reserve days and time.Submit final itemized expenses incurred prior to 9/30 (end of fiscal year), if any.

October Attend district meeting as required. Plan work and discuss counselor training needs with District Coordinator (DC) and Instructors.

November Finalize tax assistance sites with DC.Receive Administrative Packet with materials from AARP Tax-Aide.Order additional materials from AARP Tax-Aide as needed, especially the AARP program poster

with the civil rights language, Intake Form and Tax Record Envelopes.Order any needed items from the IRS, including any needed tax forms for the tax season.Continue recruiting new volunteers.

December Notify all site volunteers of training locations, dates/times, parking, etc.Properly dispose of Volunteer Standards of Conduct form held from the prior tax season.

January Attend and monitor Counselor training classes.Ensure that AARP Tax-Aide program policy and administrative training is covered.Ensure distribution of Counselor Digests and AARP name badges to site volunteers.

Verify that all site volunteers have received copies of and understand the Confidentiality and Security of Taxpayer Data section in the LC and Counselor Digest.

Receive Counselors' test grades from Instructors.Collect signed Volunteers Standard of Conduct forms for all volunteers working at

sites. Schedule site volunteers to work at tax assistance sites.Implement local publicity with assistance from Communications and District Coordinators.Distribute posters, banners and counter-tops, publicizing tax assistance sites.Update All Volunteer Roster and return to DC along with personnel forms.

February Open and monitor tax assistance sites.Ensure that all sites are displaying the AARP Tax-Aide Civil rights program poster during site

operating hours and using AARP Intake forms and AARP Tax Record Envelopes. Explain Site Sign-in Sheet procedures to Counselors and provide site identification number (SIDN) to

be entered on all federal returns prepared.

March Collect and submit site statistics, personally or by delegate. Monitor sites and adjust site and Counselor schedules as necessary.

April Collect and submit final site statistics, personally or by delegate. Collect flat-rate reimbursement signatures or have Counselors, EROs, or Client Facilitators submit

expense statements.Review, approve, sign, and mail expenses according to procedure.Conduct end-of-season volunteer performance evaluation and appreciation process.Send recognition letters and/or certificates to sites. Participate in DC end-of-season evaluation process, and recommend program improvements.

As Required: Submit expense statement to DC monthly, quarterly, or end of season.


AARP Tax-Aide Instructor Position Description


AARP Tax-Aide provides free personal income tax assistance to low- and middle-income taxpayers, with special attention to those 60 and older. The Instructor is responsible for Counselor training and certification as determined by program policy and the State Coordinator and State Management Team.

Respons-ibilities of Position

Attends Instructor workshop and passes the advanced level of the IRS test for certification.

Schedules Counselor training classes as required. Provides instruction on income tax information and tax return preparation as

well as ensures that instruction is provided to all site level volunteers on program policy and administrative procedures, especially on matters concerning confidentiality and security.

Grades and returns IRS test to Counselors. Reviews test results with Counselors and provides guidance for identified

weak areas. Submits a list of Counselors who successfully pass the IRS test to the state’s

Training Specialist (TRS) in accordance with the state's procedures. Notifies Local Coordinators of Counselor’s certification status.

Qualifications, Length of Service & Eligibility

The Instructor must have the ability and knowledge to effectively train volunteers in tax law and the preparation of tax returns in a district (sub-state geographic area). They must work effectively with diverse populations. The Instructor must pass the advanced level of the IRS certification exam. The Instructor is appointed for a one year term, contingent upon satisfactory annual review and certification, and may be reappointed for additional one year terms. Instructors are eligible for other AARP or AARP Foundation volunteer positions.

Time, Training, & Travel Required

Instructors are expected to provide 20 hours of work per week during tax training season. Instructors must acquire tax proficiency sufficient to effectively train others (as minimally determined by passing the IRS certification exam), as well as knowledge of AARP Tax-Aide program policies. The Instructor must attend district and/or local meetings as well as training sessions as necessary for performance of duties.


Instructors are appointed by the District Coordinator (DC), in consultation with the State Coordinator and TRS. Instructors report directly to the DC. Instructors train Counselors to assist in the preparation of tax returns for the target population in accordance with program policy. They do not supervise another AARP Tax-Aide volunteer position.


Instructors work closely with the TRS, DC, Technology Coordinators (where e-filing), Local Coordinators and other AARP volunteers as required. Instructor performance is monitored on an on-going basis, and reviewed annually by the DC with input from the TRS.


Available Resources

Instructors will be afforded the necessary guidance, training and materials needed to fulfill their responsibilities. Additional support and training are provided from the AARP Tax-Aide State Coordinator, the IRS and the National Office. AARP Tax-Aide reimburses volunteers for covered program related expenses as set out in the Policy Manual.

Volunteer Policy

AARP Foundation volunteers will receive equal opportunity and treatment throughout recruitment, appointment, training, and service. There will be no discrimination based on age, disabilities, gender, race, national or ethnic origin, religion, economic status, or sexual orientation.

Instructor Activity Schedule

September Current Instructors submit final expense statement for all expenses incurred prior to September 30 (end of fiscal year).

October Attend district meeting as required.If criteria met, receive invitation to Instructor workshop.

December Attend Instructor workshop, and pass IRS test for certification. Receive appointment/confirmation letter. Meet with other Instructors to plan Counselor class schedules, allocate teaching

assignments per class and establish grading procedure.Prepare lesson plan for Counselor training, verify material orders, classroom dates,

facilities, times, etc.

January Instruct classes as scheduled, grade and return tests, and report grades and certification status of Counselors to Training Specialist and Local Coordinators.

April Submit expense statements monthly or quarterly to supervising coordinator.


AARP Tax-Aide Mission and Organization

Mission: To provide high quality free income tax assistance and tax form preparation to low- and middle-income taxpayers, with special attention to those age 60 and older.

Who We Are AARP Tax-Aide is the nation’s largest volunteer-run tax assistance and preparation service, preparing tax returns and answering tax questions free of charge. AARP Tax-Aide is a program of the AARP Foundation and is offered in conjunction with the IRS.

Where We Serve Our Taxpayers

Most taxpayers receive in-person assistance at one of the estimated 7,000 sites nationwide. Free electronic filing is offered at over 5,000 sites. Sites are located in malls, libraries, banks, senior centers, and other convenient facilities. We also provide shut-in service upon special request, whenever possible. Year-round tax assistance is offered online at www.aarp.org/taxaide. Quality reviewed answers are sent to taxpayers via email within a few business days.

How Many Volunteers Serve

Over 32,000 volunteers make up AARP Tax-Aide. Virtually all provide tax assistance, and 6,500 are also volunteer leaders.

Program Structure & Administration

AARP Tax-Aide is a nationwide, volunteer-run program. Regional and state volunteer leaders share in setting policies while assuming most supervisory and operational responsibilities. Volunteer tax assistance Counselors provide all service-level tax assistance. Instructors provide tax training to Counselors.

Coordinator & Specialist Roles

Coordinators recruit and supervise volunteers at all levels. Local Coordinators (LCs) ensure volunteer recruitment and training, volunteer certification, site creation, site compliance with program policy, database accuracy, activity reporting, and counselor expense reimbursement. District Coordinators (DCs) manage activity at the district level and recruit and supervise Local Coordinators. State Coordinators (SCs) oversee all state activities and set operation policies. Communications Coordinators (CCs) and Technology Coordinators (TCs) support their specialty interests at the local levels. Specialists support administration, partnerships and communications, technology, and training needs at the state level. Regional Coordinators (RCs) guide and supervise State Coordinators and serve on the National Leadership Team (NLT).

National Leadership Team & National Office Staff

The National Leadership Team (NLT) of volunteer Regional Coordinators and National Committee Chairs develop and implement AARP Tax-Aide goals and objectives. National committees support the NLT in the areas of leadership, technology, and training. National Office staff coordinate program policies, maintain relationships with IRS and other key partners, provide administrative support to volunteer leaders, and collect/report administrative data, program impact and costs.


http://www.aarp.org/taxaide

Electronic Filing

AARP Tax-Aide offers free electronic filing at more than 5,000 sites nationwide using IRS provided tax preparation software.

Internet Tax Assistance

Since 1998, AARP Tax-Aide has had a 24-hour year-round Internet tax assistance service at its web site (www.aarp.org/taxaide). Taxpayers can pose questions online and get quality-reviewed answers back within a few business days. Interested volunteers with web access can sign up online at www.aarp.org/tavolunteers. There volunteers will find a link to the online tax assistance registration form.

Web Page Features

Located at www.aarp.org/taxaide, our website offers tax assistance, frequently asked tax questions and program information. Information on AARP Tax-Aide volunteer opportunities, which are available from February 1 to April 15 at individual program sites, is also available on the website.

Volunteer Extranet

Located at www.aarp.org/tavolunteers (case sensitive), this site offers information and tools to assist volunteers in performing the responsibilities of their AARP Tax-Aide position.

CyberTax E-Mail Newsletter

Any program volunteer with email is encouraged to receive CyberTax, a nationwide email newsletter containing periodic updates on the program, taxes, and IRS. Email your name, program position, and state to [email protected] to join the CyberTax distribution list.

How to Volunteer Via Telephone and the Web

Interested persons call toll-free, 1-888-OURAARP (1-888-687-2277) and follow the prompts. Or at www.aarp.org/taxaide where an online volunteer recruitment form can be found. Volunteering can be done in either tax preparation assistance and/or leadership positions.

General volunteer position descriptions

Tax Assistance positions require training, successful completion of the IRS certification exam, and agreement to the IRS Standards of Conduct. Leadership positions coordinate program delivery by volunteers at sites at the local, state, or regional level or manage specific program activities such as technology, training, administration, or communication. Although tax training and certification is encouraged, it is not required for many leadership positions.

Organizing the Geographic TerritoryAARP Tax-Aide regional boundaries are predetermined by the AARP Tax-Aide National Office. State boundaries apply except for California, Florida, Illinois, Minnesota, New York, Ohio, Pennsylvania, and Texas. These heavily populated states are split, with multiple AARP Tax-Aide “states” within their geographic borders.

Within states, State Coordinators may organize into whatever geographic districts will provide the most efficient, equitable, cost effective, or manageable division. A district is the responsibility of one District Coordinator. District Coordinators may divide their district into workable entities for assignment to Local Coordinators. In all cases, the boundaries should be clearly understood by all volunteers and delineated by the responsible Coordinator.



mailto:[email protected]

http://www.aarp.org/tavolunteers




AARP Tax-Aide’s Customers

How Many Customers

During the 2006 tax season, from February 1- April 17, we served over 2,000,000 customers. Over the past 38 years, we have served more than 40 million customers.

Who They Are (from 2005 survey )

Customer Age 10% 18-49 34% 70 – 79 8% 50-59 20% 80+24% 60-69 4% no answer

Customer Marital Status

36% Married 60% Not Married

Gender 61% Female 35% Male

Race/Ethnicity (from 2004 survey)

78% White non-Hispanic 4% Hispanic 3% Native American 6% Black or African American 2% Asian/Pacific 1% Other

Household Income (Annual)

42% Under $20,000 18% $30,000-$49,00025% $20,000-$29,000 4% $50,000 or more

Repeat Customers 24% Once 38% Four+ Times37% Two - Three Times

Working Status 72% Retired 24% Not Retired

Customers’ Proximity to Site

55% 0 - 3 miles 12% 6 - 9 miles 2% No answer20% 4 - 5 miles 11% 10+ miles

What They ThinkExcellent Good Fair Poor

Overall quality of AARP Tax-Aide’s Service 81% 16% 1% 0%

Helpfulness of Volunteers 83% 13% 1% 0%

Tax Knowledge of Volunteers 74% 21% 2% 0%

Would they recommend AARP Tax-Aide to others? 94% 5% 0%

Who would help them with their taxes if they didn’t use AARP Tax-Aide?

52%Pay for

assistance

35%Self or friend

8%IRS

(Source: 2005 AARP Tax-Aide Customer Satisfaction Survey)



Electronic Return Originator (ERO)

Local Coordinator(LC)

Technology Coordinator (TC)

Instructor(INS)

Prospective VolunteerCoordinator (PVC)

Technology Specialist (TCS)

District Coordinator(DC)

Training Specialist(TRS)

Administrative Specialist(ADS)

Partnership/CommunicationsSpecialist (PCS)

State Coordinator(SC)

Regional Coordinator(RC)

National Committee ChairsTechnology, Training, Leadership

National Leadership Team (NLT)(Staff & Volunteers)

AARP Tax-Aide(National Office Staff)

Communications Coordinator(CC)

State Management Team (SMT)

Counselor(COU)

Client Facilitator(CF)

AARP Tax-Aide is a program of the AARP Foundation, offered in conjunction with the IRS.

Volunteer Organization Chart AARP Tax-AideThe reporting structure on this chart flows down from the Counselor, our top resource.

AARP Foundation and AARP

AARP is a nonprofit, nonpartisan membership organization dedicated to making life better for people 50 and over. We provide information and resources; engage in legislative, regulatory and legal advocacy; assist members in serving their communities; and offer a wide range of unique benefits, special products, and services for our members. These include AARP The Magazine published monthly, AARP Bulletin, our monthly newspaper; AARP Segunda Juventud, our quarterly newspaper in Spanish; NRTA Live & Learn, our quarterly newsletter for 50 + educators; our web site, www.aarp.org. We have staffed offices in all 50 states, the District of Columbia, Puerto Rico, and the U.S. Virgin Islands.

Our State Offices are staffed with an AARP State Director and other employees who work in partnership with volunteers serving in roles such as:

* State President* State Executive Council which includes:

- State Director - State President - State Leadership Volunteer for Advocacy - State Leadership Volunteer for Community Service - State Leadership Volunteer for Communications * State Volunteer Community Specialists * AARP Chapters and NRTA units

This field structure creates a dynamic presence in every community and responds to the needs and interests of AARP members at the local level. .

AARP’S VISION, MISSION, GOALS

AARP’s Vision “A society in which everyone ages with dignity and purpose and in which AARP helps people fulfill their goals and dreams.”

AARP’s Mission

“AARP is dedicated to enhancing quality of life for all as we age. We lead positive social change and deliver value to members through information advocacy and service.”

AARP’s Three Great Goals

AARP’s three great goals:* To be the most successful and acknowledged organization in America for positive social change; * To deliver on our promise to each AARP member; * To be a world leader in global aging.


http://www.aarp.org/

Welcome to AARP Foundation and AARP!

The AARP Foundation and AARP have a long-standing commitment to community service. Through our collective efforts, millions of people are well served each year in communities across the country. AARP Foundation and AARP volunteers are the heart of our community service programs. In your community, you exemplify AARP’s commitment to helping others when offering services through the AARP Tax-Aide program.

AARP Foundation

The AARP Foundation is AARP’s affiliated 501(c)(3) charity for helping in communities like yours all across America. Founded in 1961, our mission is crucial: to build a society in which everyone ages with dignity, purpose and independence.

Foundation programs provide security, protection and empowerment for older persons in need. Low-income older workers receive job training and placement they need to re-join the workforce. Free tax preparation is provided for low-and middle-income individuals, with special attention to those 60 and older. The Foundation’s litigation staff protects the legal rights of older Americans in critical health, long-term care, and consumer and employment situations. Additional programs provide information, education and services to ensure that people over 50 lead lives of independence, dignity and purpose. Foundation programs are funded by grants, tax-deductible contributions and AARP.


AARP Foundation

COO of AARP

Director Foundation Programs

Chief Development Officer Foundation Development

DirectorFinancial Management

DirectorBusiness Operations

Director Legal Advocacy

AARP Foundation Board (appointed by AARP Board; 4 AARP

Board Members, CEO of AARP, 3 external)

-DOL: SCSEP-IRS: Tax-Aide-HHS: Legal Hotlines-HHS: Nat'l Legal Training Project-HUD: Reverse Mortgages-CO: ElderWatch-Benefits Outreach-Money Management-Grandparent Information Center-WV: ElderWatch-HHS: WV SMIEPP-CNCS: Partners for Independence-Consumer Fraud Protection-Women’s Leadership Circle

-Direct Response -Planned Giving -Major Gifts -Institutional Support

- Direct Representation - Amicus - 3rd Party

Executive Director AARP Foundation

Director Integration

AARP Foundation Programs and Services

AARP Tax-Aide volunteers annually provide free tax assistance and preparation service to approximately two million low and moderate income taxpayers, with special attention to those age 60 and older. Electronic filing and on-line tax assistance are also offered by the program. The program’s funding sources include the Internal Revenue Service, AARP and private contributions. 1-888-AARPNOW (toll-free for sites and volunteer opportunities) orwww.aarp.org/taxaide.

AARP Senior Community Service Employment Program (SCSEP) helps individuals age 55 and older with limited income gain the job skills and work experience necessary to transition to permanent employment. In addition, the program provides over 8 million hours of community service annually to local nonprofit agencies that assist with training program participants, enabling them to expand and provide key services. The program, funded by the US Department of Labor, is sponsored by the AARP Foundation in 76 communities in 22 states and Puerto Rico. www.aarp.org/scsep

AARP Money Management Program offers financial education materials for older adults and their caregivers plus daily money management services through volunteers to help older or disabled people who have difficulty budgeting, paying bills and keeping track of financial matters and who have no family or friends able to help. This program is funded by AARP. www.aarpmmp.org

AARP Benefits Outreach Program offers assistance to older people with low or moderate incomes to find public and private benefit programs for which they may be eligible, to help pay for prescription drugs, doctor’s bills, groceries, heating bills, property taxes and more. One way this program offers assistance is by encouraging the use of a free website developed by the National Council on Aging: (www.benefitscheckup.org). The Benefits Outreach program is funded by AARP.

AARP Foundation Grandparent Information Center (GIC) provides information, referral and outreach for grandparents, policy makers, corporations and direct service providers, with a special emphasis on support for grandparents who provide care for their grandchildren. The program’s funding sources include AARP and private contributions. www.aarp.org/grandparent

AARP Reverse Mortgage Education Project is the nation’s leading source of independent consumer information and free counseling about reverse mortgages and less costly alternatives. It trains, tests and provides referrals to a national network of 75 non-profit counselors. The project’s funding sources include the US Department of Housing and Urban Development (HUD) and AARP. www.hecmresources.org

AARP National Legal Training Project trains lawyers and other advocates throughout the country in substantive law and advocacy skills to enhance their free and reduced fee services to older Americans, and conducts a “training of trainers” program to produce a cadre of elderlaw trainers who expand the reach of the program. The program’s funding sources include the US Administration on Aging, AARP and private contributions.www.aarp.org/ntltrpro

AARP Technical Support for Legal Hotlines Project provides technical assistance, training and materials to statewide legal hotlines that provide free legal advice and brief services by telephone to persons age 60 and over. The project provides similar assistance to help legal aid programs develop legal hotlines and continuously tests new methods for enhancing the productivity and quality of hotlines. The program’s funding sources include the US Administration on Aging, AARP and private contributions. www.legalhotlines.org

AARP Elder Watch Projects fight financial exploitation of older Americans in the states of Colorado and West Virginia through direct client assistance to help resolve consumer-based disputes, extensive outreach and education and collection of data. The program’s funding sources include the State’s Attorneys General Office, AARP and private contributions. www.aarpelderwatch.org


http://www.aarpelderwatch.org/

http://www.legalhotlines.org/

http://www.aarp.org/ntltrpro

http://www.hecmresources.org/

http://www.aarp.org/grandparent

http://www.aarpmmp.org/


AARP West Virginia Senior Medicare Patrol Project is a consumer education project dedicated to preventing Medicare and Medicaid fraud, error, waste, and abuse. The program trains retired professionals to educate older West Virginians and their advocates on the identification and reporting of Medicare and Medicaid fraud, waste, and abuse and provides a system to report suspected errors. The program’s funding sources include the US Administration on Aging and AARP. www.aarp.org/foundation/wvsmp

Partners for Independence: Restoring Hope to Seniors is a program to recruit boomer volunteers to provide critically needed services to victims of the 2005 hurricanes. The Foundation is partnering with AARP state offices in Louisiana, Mississippi, and Texas as well as with Faith in Action and Rebuilding Together in this initiative. The program is funded by a grant from the Corporation for National and Community Service and private contributions.

AARP Consumer Fraud Prevention Program works with qualified not-for-profit organizations whose volunteers call victims and potential victims of telemarketing and other frauds to inform and educate older people, with a focus on preventing victimization or further victimization.

The AARP Foundation Women's Leadership Circle leverages the philanthropic power and passion of women to improve and enhance women's lives as they grow older. The AARP Foundation Women's Leadership Circle (WLC) provides women with the opportunity to explore the image and language of aging; to define paths to economic security and to encourage healthy lifestyles as we lead a national movement to raise awareness of issues faced by women as they age.

AARP Foundation Litigation (AFL) defends and expands the rights of older Americans by representing them in significant court cases and by writing friend-of-the-court (amicus) briefs on behalf of AARP. (AFL) is involved in litigation before state and federal appellate courts, state supreme courts, and the U.S. Supreme Court. AARP Foundation Litigation addresses legal issues that affect the daily lives of older persons such as health and long term care, consumer protection including predatory lending, age and disability discrimination in employment, pensions and other retiree benefits.

AARP Foundation Disaster Relief and Recovery Fund: Making a DifferenceThe AARP Foundation continues to make a difference on the Gulf Coast region with disaster relief and recovery grants to over 40 local agencies. These agencies are serving older victims of hurricanes who have been displaced, or have health, legal or other needs. Grantees include state and local organizations as well as national organizations such as Rebuilding Together, Boat People SOS, and the National Housing Law Project. Grants made to these agencies are helping with immediate, transitional and longer term needs. As the Gulf Coast begins to recover and rebuild, the AARP Foundation will continue to support state, local and national agencies with grants made from its Disaster Relief and Recovery Fund. In total, the Foundation has donated nearly $1.6 million to organizations operating on the ground in Alabama, Louisiana, Mississippi and Texas.

AARP Foundation DevelopmentDonating to the AARP Foundation lets donors have “the power to make it better” ™ by strengthening and supporting the Foundation’s efforts to help people over 50 lead lives of independence, dignity and purpose. There are a variety of giving options including outright gifts of cash or appreciated securities, bequests, real and personal property, and through charitable gift annuities and charitable remainder trusts.

As a charitable organization, gifts to the AARP Foundation are tax deductible, and they can make a positive difference in the quality of life of our most vulnerable elderly in society.

For More Information on AARP Foundation Programs and Services:

WEB: You may visit us on the web at www.aarp.org/foundation

MAIL: You may write us at:AARP Foundation601 E Street, NWWashington, DC 20049

PHONE: Or you can call us at 1-888-OUR-AARP (687-2277)


http://www.aarp.org/foundation

http://www.aarp.org/foundation/wvsmp

AARP TAX-AIDE COUNSELOR POSITION DESCRIPTION


AARP Tax-Aide provides free personal income tax assistance to low- and middle-income taxpayers, with special attention to those age 60 and older. Counselors provide assistance in accordance with policies and procedures of AARP Tax-Aide and IRS grant requirements.

Responsibilities of Position

Prepares tax forms and/or answers questions to the extent of his/her current tax training, at assigned tax assistance sites.

Explains tax returns prepared to taxpayers as taxpayers are responsible for the accuracy of the return.

Adheres to site schedules and guidelines, and accepts no money or other gratuity for services.

Maintains the strict confidentiality and protects the security of all taxpayer information and records at all times.

Adheres to program policies and procedures especially the Counselor Guidelines and Confidentiality and Security of Taxpayer Data sections in the Counselor Digest.

Promotes and supports the AARP Tax-Aide program through word-of-mouth, ensures sites are well identified by AARP Tax-Aide posters and banners, and wears an AARP Tax-Aide name badge while serving at a site.

Records all assistance given on the Site Sign-in Sheet. Works well with diverse populations.

Qualifications Counselors must pass the IRS test to be certified by the IRS for the purpose of providing tax assistance and agree to, by signing, the IRS Volunteer Standards of Conduct form.

Length of Service & Eligibility

Qualified Counselors (those passing the exam and signing the IRS Standards of Conduct) are certified for the tax season, and contingent upon satisfactory annual review, may be re-certified for subsequent seasons. The tax season is February 1 to April 15 (all year if assisting taxpayers through the program’s website and through Oct 15 if assisting taxpayers beyond April 15 with questions or with late returns). Counselors are eligible for other AARP or AARP Foundation volunteer positions.

Time, Training, & Travel

Counselors must volunteer an average of four hours a week from 2/1 to 4/15, plus 3-5 days of training in January. Counselors must acquire tax knowledge through attendance at Counselor class or self-study (if allowed locally). Counselors must also be trained in program policy and to properly record assistance given on the site sign-in sheet. Counselors travel locally to training and AARP Tax-Aide sites.


Counselors are appointed to sites by a Local Coordinator after IRS certification and program policy and administrative training sessions are completed. Counselors report directly to the Local Coordinator and do not supervise any other volunteer.



Counselors work closely with taxpayers, Electronic Return Originators (EROs) when e-filing, and their Local Coordinator. Local Coordinators evaluate Counselors on an on-going basis.

Available Resources

Counselors will be afforded the necessary guidance, training and materials needed to fulfill their responsibilities. Additional support and training beyond that provided by Local Coordinators are provided from Instructors, EROs, and Technology Coordinators (if they e-file). AARP Tax-Aide reimburses volunteers for reasonable covered program related expenses as set out in the Policy Manual.

Volunteer Policy AARP Foundation volunteers will receive equal opportunity and treatment throughout recruitment, appointment, training, and service. There will be no discrimination based on age, disabilities, gender, race, national or ethnic origin, religion, economic status, or sexual orientation.


AARP TAX-AIDE ELECTRONIC RETURN ORIGINATOR (ERO) POSITION DESCRIPTION


The Electronic Return Originator (ERO) works with the Local/Site Coordinator (LC), the Technology Coordinator (TC), and the Counselors to electronically file e-file federal and state tax returns to the IRS and state Departments of Revenue via IRS provided tax preparation software (TaxWise) and its provider (Universal Tax Systems or UTS).


Guided by the policies and procedures of the AARP Foundation Tax-Aide Program, an ERO:

Transmits prepared e-files to the UTS Electronic Filing Center (Includes State e-files);

Receives IRS/State e-file Acceptance or Rejection; Assures rejected e-file returns are resolved; Maintains required IRS and State e-file records (including master disk

of Accepted returns) until the end of the tax season; Sends IRS copy of accepted 8453s to appropriate IRS Service Center; At the end of the tax season, sends to the TC, TCS, or IRS Territory

Manager (TM) (a) an encrypted backup media containing all accepted returns, (b) copies of all required Forms 8879 and 8453 and attachments, (c) all Acknowledgement Reports and (d) deletes all taxpayer data from computer(s);

Provides reports as requested by the TC or TCS. Installs tax preparation software or updates on site computers. Provides ongoing support to electronic filing counselors by answering

questions and addressing anomalies that occur during the electronic filing procedure. Communicates problems to TC for resolution.

Complies with the Confidentiality and Security of Taxpayer data document. This document is included in the Counselor Digest, Technology Management Guide, Policy Manual, and Extranet.

Qualifications ERO must have a working knowledge of personal computers, software, and electronic communication systems. ERO must pass the required sections of the IRS certification exam to qualify as a Counselor and become proficient with the IRS supplied tax preparation software.


ERO is appointed for a one-year term and, upon satisfactory annual review and continued Counselor certification, may be re-appointed for subsequent one year terms. ERO is eligible for other AARP or AARP Foundation volunteer positions.



The position is most active during February through April.

Training Required: ERO must acquire the knowledge of tax law (for reject resolution), electronic filing procedures, including software and hardware issues, as well as an orientation to AARP Tax-Aide program.

Travel Required: ERO assists in the implementation and operation of district e-filing sites and attends meetings as necessary. The ERO may be required to travel to several tax sites.


LC appoints the EROs with the concurrence of the DC. The ERO reports directly to the LC. ERO assists the LC in all matters concerning the electronic filing of federal and state tax returns at assigned site(s).


EROs maintains a close working relationship with the LC, e-filing Counselors, district’s TC, and UTS for the electronic filing of federal and state tax returns. The ERO’s performance is monitored by the LC with feedback from the district’s TC.

Available Resources

AARP Tax-Aide reimburses ERO for reasonable covered program expenses (usually just mileage) as set out in AARP Tax-Aide policy. The ERO cannot be reimbursed for “S” expense items.

Volunteer Policy AARP Foundation volunteers will receive equal opportunity and treatment throughout recruitment, appointment, training, and service. There will be no discrimination based on age, disabilities, gender, race, national or ethnic origin, religion, economic status, or sexual orientation.


AARP TAX-AIDE CLIENT FACILITATOR (CF) POSITION DESCRIPTION


The Client Facilitator (CF) works with the AARP Tax-Aide site Local Coordinator/Site Manager (LC) and performs receptionist-type duties.


Guided by the policies and procedures of the AARP Foundation Tax-Aide Program, a CF:

Welcomes clients and ensures they are checked off an appointment log or sequenced on the site sign-in sheet to be assisted by a Counselor.

Ensures that each client has brought correct forms and documents required to accurately complete their tax return.

Determines, with assistance of a site Counselor, when a client’s return is outside of AARP Tax-Aide scope.

Assists clients in filling out portions of the AARP Tax-Aide Intake Sheet and other required papers. The CF will not address tax questions (unless also happens to be certified as a Counselor).

Keeps information (such as waiting time) flowing to clients who are in the waiting area.

Ensures appropriate production data is entered on the site sign-in sheet by the Counselor /quality reviewer as each client departs, and before another client is served.

May assist counselors and the ERO in maintaining an orderly file system of client tax folders.

Distribution any appropriate literature to clients. Complies with the Confidentiality and Security of Taxpayer data

document. This document is included in the Counselor Digest, Technology Management Guide, Policy Manual, and Extranet.

Qualifications The CF must be organized, personable and enjoy working with people. The CF will need skill in dealing with clients that want immediate answers to their tax questions but will sometimes be required to wait for answers from a tax Counselor.


The CF is appointed for a one-year term and, contingent upon satisfactory annual review, may be re-appointed for subsequent one-year terms.The CF is eligible for other AARP or AARP Foundation volunteer positions.



The position runs from February 1st through April 15th. An average of at least one shift each week is required during this period. A typical shift takes four to five hours.

Training Required. Three hours of training by the LC will be required to become familiar with program policy, administrative matters such as site sign-in sheets and AARP Tax-Aide Intake Form, applicable site procedures, and orientation to the AARP Tax-Aide program.

Travel Required. The CF will not be required to travel expect to work at the assigned sites.


The CF is appointed and reports directly to the LC.


The CF maintains a close working relationship with the LC and the tax Counselors working at the AARP Tax-Aide site. The LC monitors the CF’s performance on an on-going basis and provides an annual performance appraisal.

Available Resources

AARP Tax-Aide reimburses CF for reasonable covered program expenses (usually just mileage) as set out in AARP Tax-Aide policy.

Volunteer Policy AARP Foundation volunteers will receive equal opportunity and treatment throughout recruitment, appointment, training, and service. There will me no discrimination based on age, disabilities, gender, race, national or ethnic origin, religion, economic status, or sexual orientation.


Counselor, ERO, and Client Facilitator Recruitment

Word of Mouth Recruiting

All volunteers can and should recruit new Counsleors, EROs, and Client Facilitators by word-of-mouth. Customers who show proficiency preparing their own taxes are good candidates for Counselors.

Media Recruiting

Local newspaper stories about the need for volunteers are effective. Local Coordinators should attempt to place these, unless there’s a Communications Coordinator appointed to handle this. (See Generating Publicity section of this Local Coordinator Digest for more information on this topic.)

888# & Automatic Referral Pipelines

AARP Tax-Aide receives candidate volunteer prospects from four systems: Prospects who call 1-888-OURAARP to volunteer are forwarded to the state’s

Prospective Volunteer Coordinator (PVC) and forwarded on to “contact” volunteers for follow-up.

Prospects who e-mail their interest from our web page are forwarded on to the state’s PVC for follow-up.

Prospects who write or call to the National Office are forwarded on to the state’s PVC for follow-up.

People who express interest in AARP Tax-Aide via general AARP recruitment tools are automatically forwarded to the state’s PVC for follow-up.

Recruitment Materials

AARP Tax-Aide materials are available to assist in recruiting volunteers: Recruitment brochures and position descriptions Site posters adapted for recruitment Sample public service announcements Countertop holders and exhibit panelsTo order these materials, use the AARP Tax-Aide order form (in the Administrative Packet in which this digest was sent, on the extranet at www.aarp.org/tavolunteers or copy the sample included in this digest).

Training and Testing

Classroom Tax Training

Counselors receive annual training which includes income tax information, procedures for preparing tax forms, program policy, administrative reporting and, where electronic filing is anticipated, TaxWise™ training. The training sessions are generally three to five days and in January. Experienced Counselors may require only a refresher course of one to two days of classes. The training course includes approximately three hours on program policy and administrative procedures. Where appropriate, training in e-filing is included. Class attendance for policy and administrative issues is expected for all, including experienced Counselors, EROs, and Client Facilitators.



Preparatory Tax Orientation

A growing number of Instructors are working with Local Coordinators to convene new prospective Counselors in a preparatory tax orientation class, typically in the fall preceding formal January training. Regardless of the method and scheduling used, counselor training should consist in total of approximately 5 days of instruction and testing time. This can consist of a single session of 5 days, or may be broken into 2 separate periods – the total of which is still the 5 days of training.

Scheduling Tax Classes

Local Coordinators help the Training Specialist and/or Instructor identify training locations, and assist with the delivery of materials. LCs typically help notify Counselors about the classes by phone or email, and assure that everyone is slotted to a class.

Tax Training Topics (Scope of Assistance)

Counselors will assist taxpayers only on those topics that are within scope. Scope includes tax topics covered in IRS volunteer training materials or in AARP Tax-Aide training classes provided that Counselors have been qualified under AARP Tax-Aide procedures below. Counselors are not to deal with topics (including state returns) on which they have not received AARP Tax-Aide training.

Tax Training Materials

All tax training materials – including tax forms and publications – are provided by the IRS upon receipt of orders from the Training Specialist or Instructors. Alternative material should not be used and expenses related to the development of unauthorized alternatives will not be reimbursed. State material is usually provided by the state taxation agency upon request.

Program Policy and Administrative Training for Coordinators

Program policy and administrative training is conducted during Fall meetings with Coordinators at all levels, and informally throughout the year by supervising coordinators. Meetings, Cybertax email, correspondence, telephone calls, the Internet, and the Manual/Digests are used to convey new or revised procedures.

Program Policy and Administrative Training for Counselors, EROs, and Client Facilitators

Program policy and administrative training for Counselors, EROs, and Client Facilitators must be an integral part of the Counselor classes conducted in January. A Counselor Digest should be distributed and reviewed by Local Coordinators with these volunteers along with other training materials, especially the Statement of Understanding for Counselors in the Counselor Digest, the section on Taxpayer Confidentiality and Security of Taxpayer Data in that same document and the Volunteer Standards of Conduct. Additionally, these volunteers must understand how to record assistance provided on the Site Sign-in Sheets and submit them, seek reimbursement or not, and the need for word-of-mouth promotion. There is a Self-Study Quiz on program operation in this and the Counselors Digest that should be used to help volunteers understand key program policies and procedures.


Volunteer Preparation

Counselors ultimately do four (4) things:

1. Become Certified

classroom or self training pass IRS open book exam Sign Volunteer Standards of Conduct

2. Provide Free Tax Assistance

prepare federal, state, and local tax forms answer lots of questions

3. Report Service

Carefully note service on site Sign-in Sheet give any service not reported on sign-in sheets to

coordinator

4. Promote Program

tell customers to tell a friend about our service ask interested others to volunteer with the program promote 888# & web site to find sites or volunteers

(see number and address below) promote web site to get year-round tax assistance (see

address below)

Counselors, EROs, and Client Facilitators should know that:

Size of Program

We’re big. Over 32,000 volunteers helped over 2,000,000 customers last year at approximately 7,000 sites nationwide, within the scope of their tax training.

Locating Sites

We’re easy to find. Call toll-free 1-888-AARPNOW (1-888-227-7669), or use the AARP Tax-Aide web page (http://www.aarp.org/taxaide).

Electronic Filing

AARP Tax-Aide offers electronic filing at more than 5,000 sites nationwide. Once you learn the software, it’s fun.

CyberTax E-Mail Network

Sign up! Any program volunteer with email is eligible to join CyberTax, a nationwide email network for periodic updates on the program, taxes, and IRS. Email your name, program position, and state to <[email protected]>.

Web Page Features

Our page offers program site locations, year-round tax assistance, asked and answered tax questions, program information, and volunteer opportunities.

Internet Tax Assistance

Internet tax Counselors are needed! Interested volunteers (with web access) should email < [email protected] > to join the operation.



Volunteering Via Telephone

Anyone can volunteer with us by calling toll-free 1-888-OURAARP (1-888-687-2277) and following the prompts.

Program Ownership

AARP Tax-Aide is a program of the AARP Foundation offered in conjunction with IRS. The program is ultimately owned by its volunteers, especially you.

Program Funding

The AARP Foundation provides roughly one-half of program funding; an annual grant from IRS’ Tax Counseling for the Elderly (TCE) program provides the balance.

Counselors, EROs, and Client Facilitators should expect:

Satisfaction Appreciative customers and strong camaraderie with fellow volunteers.

Orientation Orientation to the program, the AARP Foundation, and AARP.

Understanding Program Policy, Administrative Needs and Benefits

Explanation of: the need for maintaining the confidentiality and security of taxpayer data. the need for service promotion and word-of-mouth recruitment. the need for capturing service statistics. volunteer expense reimbursement policies and procedures. volunteer insurance coverage.

Self-Study Opportunity to order prior year software or tax training materials for self-study.

Classroom Training

Classroom and alternative tax training as well as training on the use of tax software and reporting forms to record assistance provided by Counselors.

Certification & Commitment

An IRS, open book, certification exam, taken by yourself, and a commitment to volunteer an average of four hours per week over the tax season.

Pledge to Values To commit to the AARP Tax-Aide’s Statement of Understanding (next page) after passing the exam, as a pledge to yourself about accepting our shared values. Counselors, EROs, and Client Facilitators (all volunteers) must sign the IRS Volunteer Standards of Conduct form.

Site Assignment & Quality Review

Assignment to one or more AARP Tax-Aide sites to work with and be helped by experienced leaders and Counselors, understanding that quality review of all prepared returns is the expected norm.


Who We Are AARP Tax-Aide Is…

A free, nationwide, confidential service that prepares tax returns and answers tax questions;

Available to taxpayers with low- and middle-income, with special attention to those age 60 and older;

A charitable, non-profit program administered by the AARP Foundation;

Over 32,000 IRS-certified volunteers committed to high-quality service through intensive training and quality review of their work.

Statement of Understanding

An AARP Tax-Aide Volunteer will: Maintain strict confidentiality and protect the security of all taxpayer information and records at all

times. Understand AARP Tax-Aide’s specific program structure and operations and abide by program policies. Refuse any compensation, tips, etc. that may be offered. Never solicit business from the taxpayers assisted or use the knowledge gained about them for any direct

or indirect benefit for me or any other specific individual. Work at (a) program site(s) as assigned, record all assistance on sign-in sheets even if “only” to answer

tax questions and note the site identification number (SIDN) at the bottom of all program prepared returns.

Serve customers with courtesy and confidentiality, regardless of sex, race, religion, national origin, creed, age, disability, or sexual orientation.

Encourage customers to tell their friends about AARP Tax-Aide’s free service. Promote the toll-free number (1-888-227-7669) and AARP Tax-Aide web site (www.aarp.org/taxaide)

for site locations and volunteer recruitment. Treat fellow volunteers courteously and respect them as valued colleagues. Use AARP Tax-Aide resources in a prudent and cost effective manner.

In addition to the above, AARP Counselors will: Learn tax law through classroom tax training using IRS materials, and pass the IRS-certified exam. Assist taxpayers to the extent of current AARP Tax-Aide provided tax training referring any taxpayers

needed assistance beyond that training to paid professional tax preparer or the IRS. No specific paid preparer or business can be named.

Refer service if you do not feel qualified on a particular issue(s) or deny service if you feel that the person is giving misleading tax information.

Encourage taxpayers to participate, to the extent possible, in completing their own tax forms as the taxpayer retains full responsibility for the accuracy of the return. Explain the return to the taxpayer.

Ensure quality review of each tax return prepared. The program standard is to have that review completed by a second experienced Counselor.


Counselor Certification & Site Volunteer Assignment

Certification Requirement

Counselor certification is crucial to program credibility. AARP Tax-Aide Counselors (and EROs) must be certified annually by receiving a passing grade on the open-book test developed by the IRS and signing the IRS’ Standards of Conduct. Counselors must pass the Advance level of the IRS test. Client Facilitators are not required to be certified.

Grading Exams

Instructors grade the test and inform the volunteer by returning the graded test. In the event a volunteer does not pass the test, the volunteer can pass a retest in order to gain certification. The Instructor or another leader (determined by the SC) must keep the Counselor’s signed Volunteer Standards of Conduct until December 31.

Passing Or Failing Exam

After successfully passing the test or retest, Counselors are assigned to sites and receive necessary program materials. Volunteers who fail to pass the retest cannot be certified or assigned as Counselors, but may serve a variety of customer service functions within sites, especially by serving as Client Facilitators especially in larger, busy sites.

Assignment to a Site

Counselors, EROs, and Client Facilitators are assigned to the AARP Tax-Aide sites based on program requirements, then preference. See scheduling information form in the back of this digest and the Counselor Digest. At least two Counselors must be assigned to every site to ensure quality review of returns. New Counselors are placed with experienced Counselors for support and encouragement. Special assignments for shut-in visits, isolated locations, foreign languages, and other special events may occur. Sites are never in volunteers’ homes.

Keeping Schedules

If Counselors, EROs, and Client Facilitators cannot fulfill their assignments, it is essential that they arrange for certified substitutes or contact their supervisor in advance. Special assignments for shut-in visits, foreign languages, and other events may occur.

Volunteer Identification at Sites

After successfully completing the training, passing the test, and signing the Volunteer Standards of Conduct form each Counselor and ERO should receive an AARP Tax-Aide name card and plastic holder (available via AARP Tax-Aide Order Form). Client Facilitators must attend program policy and administrative training and sign the Volunteers Standards of Conduct form before received the name card and holder for the current year.


Volunteer Rosters & Record Keeping

Position Abbreviations

RCSCADSPCS

LCCOUERO

Regional CoordinatorState CoordinatorAdministration SpecialistPartnership and Communications SpecialistLocal CoordinatorCounselorElectronic Return Originator

PVCINSCCTCTRSTCSDCCF

Prospective Volunteer CoordinatorInstructor Communications CoordinatorTechnology CoordinatorTraining SpecialistTechnology SpecialistDistrict CoordinatorClient Facilitator

All-Volunteer Roster

Local Coordinators receive an All Volunteer Roster (AVR) in January from the state’s ADS usually routed to the LC through his or her DC. The AVR includes all the Counselors, EROs, and Clients Facilitators who reported to the LC in the previous year. LCs should then follow the roster updating procedure below to complete the certification process.

Procedure for Updating Rosters

Edits of misspelled name, address, phone number, position, supervising ID#, and year started should be made directly on the roster. Another volunteer's name may not be substituted in an existing record. To change a leader to a non-leader position, mark through the leader title(s) and note the proper title, or add the non-leader title if the title is not on the roster. For volunteers becoming leaders, write the leader title(s) and retain any appropriate non-leader title.

Once marked up, the volunteer roster should be sent to the ADS who will update the national database and/or coordinate with the National Office as appropriate to ensure that the national volunteer database is updated.

Forms To Use for new volunteers and late changes

Supervising coordinators use personnel forms (paper or electronic version) to add new volunteers, with separate forms for volunteers who are “only” non-leaders (COU, ERO, and CF) and leaders. (Note: an email containing the same information as the personnel forms is also acceptable documentation.)

After updated rosters have been submitted, additional Leadership, COU, ERO, and CF changes are reported via personnel forms or appropriate email format to the ADS.

Volunteer Database(VMIS)

AARP Foundation has a national database of all volunteers participating in any of the programs and services it provides. Once a volunteer is entered into the database, they are assigned an identification number (ID#). This number is unique to the volunteer and a volunteer is given only one ID#.

This database must be accurate, as it drives reimbursement, materials shipment, and insurance certification. Careful LC attention to roster editing and personnel information is critical.


“Inactive” Status

If a volunteer is not serving during a particular tax season, that volunteer’s ID# is marked “Inactive” in the national database. If the volunteer returns to the program, their ID# marker is changed to “Active.” A marker of “Remove” in the national database indicates a duplicate record or a volunteer who is deceased.

Revised Rosters

All Volunteer Rosters sent from the ADS for editing by LCs and other local volunteers are used to update the national database prior to flat rate expense form generation in March or early April. A revised All Volunteer Roster is sent to each DC and/or LC covering his/her sub-district. Personnel changes after rosters have been revised must be made on a personnel form or as advised by the ADS.


Recognition of Service & Performance Reviews

Award Certificates

Award certificates are available for presentation to Counselors, EROs, Client Facilitators and to people outside of the program who helped to make it a success, such as site sponsors (see AARP Tax-Aide order form). IRS also presents certificates at the end of season meetings, if requested.

Service Pins & Plaques

Service pins are available for five, ten, fifteen, twenty, twenty-five, thirty, and thirty-five years of service; plaques are available for twenty, twenty-five, thirty, and thirty-five years of service. State Coordinators or Administration Specialists are responsible for ordering and distributing the pins/plaques.

Recognition Events

Recognition events and end-of-season celebrations are valuable, but expenditures must be held to a minimum. Mileage is not reimbursed for these events. The State Coordinator must be consulted before planning special events and incurring other than nominal (cake or cookies) costs to the program. See section on expense reimbursement for more details.

Counselor, ERO, and Client Facilitator Performance Review

It is critical to the improvement and ultimate success of the program that volunteer supervisors give on-going constructive feedback to volunteers about their performance. This is especially, though not exclusively, important for Counselors about the accuracy of the returns they prepare. Counselors should be given timely feedback regarding tax law, using TaxWise™, effective interviewing, etc. in order to help Counselors improve their accuracy. Constructive feedback for all volunteers is for improvement but positive feedback to volunteers is also very important. Constructive feedback for improvement should be given but also should positive feedback, as a form of thanks and appreciation.


Submitting Counseling Activity DataWhy Report Activity?

AARP Tax-Aide’s agreement with the IRS stipulates that the amount of assistance by the program's volunteers must be reported in a timely manner. These statistics are used by the AARP Foundation and the IRS to justify continued program funding. Additionally, AARP uses this information, along with information on other programs, to report to its Board of Directors and others on the types of services that AARP and its affiliated organizations provide to the community.

To aide in this reporting requirement, counselors must record the type of assistance provided and the number of people helped each time they work at a site. Note that care should be taken to include in the report those helped with “Questions and Other Assistance only” in addition to those that resulted in the filing of a tax return.

The IRS has asked that amended returns (1040x) and Reduced Unnecessary Filing (RUF) forms are to be counted under "Questions and Other Assistance."

Site Sign-in Sheets

The Site Sign-in Sheet has been designed to capture necessary data. Each form can record multiple interviews. A sample form is supplied in Administrative Packets for photocopying as needed for your sites. It is also available on the Extranet at www.aarp.org/tavolunteers.

Recording Service

Counselors should fill out a line on the Site Sign-in Sheet each time they help a taxpayer. Columns on the form need to be totaled before they are submitted. Completed sheets are collected by the LCs, or a designated volunteer, and the site totals tabulated and reported in the manner determined by the State Coordinator.

The service being recorded includes information on returns submitted to the IRS as well as services that do not result in a tax return being submitted. Only through the diligent efforts of the volunteers can a complete reporting of all the services be captured for the program, therefore it is critical that the services provided be recorded on a regular basis.

Recording Counseling Hours

The total of counseling hours for all volunteers at the site that is reported on the Site Sign-in Sheet should include the time spent assisting taxpayers, including travel time (i.e. the time the individuals left home until the time the individuals returned, less any extraneous errands), and the time spent in performing quality review activities, data entry and transmission.


Site Sign-in Sheet Collection Times

Site Sign-in Sheets should be submitted by site volunteers as directed by their Coordinators. LCs consult with their supervisors to clarify their state’s reporting schedule.

In some instances, extended services are provided from April 16 through September 15. These services must be reported in order to obtain a complete and accurate record of the number of people served in a given year. Final collection and reporting of customers helped is done in September. Any customer service provided between April 16 and September 14 should be reported no later than September 15 to their supervisor. Any service provided from September 15 through January 31 should also be reported to their supervisor, but is attributable to the next fiscal year and should therefore be included in the first collection of sheets after February 1.

Recording Special Service

If volunteers assist significant taxpayers away from a site, they may want to keep a separate sign-in sheet or find another method of capturing this important service so that it is not left out of program activity counts. Quality review is reported by checking the appropriate columns on the Site Sign-in Sheet on the lines for each taxpayer for whom returns are reviewed. Appointment, reception, or data entry work is not reported in separate columns, but only included within counseling hours. Coordinators should assist site volunteers as necessary in completing the sign-in sheets accurately and completely.

Submitting Site Summary Reports and the use of Summary Reports

The State Coordinator sets the policy within the state for site summary report submission. Ask your supervisor to clarify your state’s procedures and schedule for reporting data.

In some states, the detailed sign-in sheets are used to produce summary reports at either the site or state level in excel or some other database software application. This is not the case in all states however. For these states that use a different process, there is a blank log sheet inside the back cover of this Digest. This form is being provided as a tool and may be useful in summarizing services by site.

Regardless of the procedures used by your state, summarized state level information is sent onto the National Office by the ADS (or SC as applicable).Therefore do not send your reports directly to the National Office.


Activity Reporting Message to Counselors(and anyone else assisting taxpayers)

AARP Tax-Aide’s Site Sign-in Sheet will be summarized and the results submitted by a Coordinator to document program activity. Getting accurate and complete data from program sites from sign-in sheets will allow us to fully count and report the number of people served by AARP Tax-Aide to the IRS and others. Due to concerns about taxpayer privacy and because papers get lost from time-to-time, never let social security numbers be recorded on site sign-in sheets or, for that matter, site appointment logs.

In the past, anecdotal feedback tells us that we are not getting the full count of the number of taxpayers served when tabulating site assistance data! Just like completing a tax return, accuracy counts when filling out the Site Sign-in Sheets. Your careful attention to recording all assistance given is critical. It is easy to lose track of those we help by answering questions only, or checking a taxpayer’s self-prepared return for accuracy. To capture this important service, be sure to enter the taxpayer’s name, when known, or write “Q and A” in the “Taxpayer’s Name” column on the Site Sign-in Sheet and check column eight, “Questions and Answers.” Also check “JT Return/Assistance” and/or “Shut In” if applicable. This ensures the full accounting of the number of taxpayers assisted and makes sure that you, your site, your state and the National program as a whole receive full credit for all the work that you do!

Recording Assistance on the Site Sign-in Sheet

Review these taxpayer interview examples, noting how each one is recorded on the Site Sign-in Sheet on the next page. Edward Adams and Mary Brown helped the following customers. All forms were quality reviewed by Alex Cross.

1) A few days prior to working at the site, Mr. Adams visited Mr. Sam Baker, a disabled customer, at his home. He took Alex Cross with him to check any return prepared. Edward prepared a federal return, but a state return was not required. Mr. Baker is single.

2) Mary did a federal and state return for Ms. Jennifer Smith, a young single woman.

3) Mary answered questions of a customer about the sale of stocks & bonds. Mary did not assist this customer in completing any forms.

4) Mr. Thomas Jones asked if he had to belong to AARP to have his taxes done. Edward assured him that he did not, and then prepared a federal and a state return. Mr. Jones is single.

5) Mary prepared a federal return for electronic filing for Mr. & Mrs. Jefferson. The Jeffersons did not file a state return.

6) Edward did a joint federal return, state return and estimated taxes for next year for Mr. & Mrs. Washington. The joint federal return was prepared for electronic filing.

7) Edward helped Mr. John Cage prepare and submit an amended federal tax return. The return was given to Mr. Cage to mail to the IRS. Mr. Cage is single.

8) Mary helped Mr. David Plant with completing a 1040EZ-T. Diane does not have to file any other tax forms because she is on a limited income and does not earn enough to need to file. The 1040EZ-T was electronically filed for Mr. Plant.

See the answer sheet, following the page with additional instructions, for correct marking of the customer data above.


Additional Instructions for Completing Site Sign-in SheetsFill in one line for each interview or assistance effort.

Taxpayer’s Name: Enter the client’s name each time an interview or assistance was provided to a taxpayer.

Q&A: If a taxpayer asks questions only and no forms were prepared or corrected enter the name (or enter “Q and A” if no name is given). (Some Q&A assistance may require you to also mark columns 2 and/or 5.)

Column 2: Place a checkmark if the interview or assistance is for a joint return.

Column 3: Place a checkmark if federal returns (1040, 1040A, 1040EZ) were prepared.

Column 4: Place a checkmark if any state or local returns were prepared or corrected. Local returns include any rebate and relief forms filed without first preparing a state income tax return.

NOTE: Columns 3 and 4 are for recording the type of assistance given, not the quantity of forms prepared for an individual taxpayer.

Column 5: Place a checkmark if a shut-in visit was made.

Column 6: Place a checkmark in one or both sections as appropriate if a separate volunteer quality reviewed the return(s).

Column 7: Place a checkmark if a federal return was filed electronically. This column is marked in addition to columns 2, 3, or 4. Do not check this column 7 if only e-filing the 1040 EZT Forms as it will artificially inflate e-filing numbers for an event that will happen for only one year.

Column 8: Place a checkmark if the only assistance provided was to answer one or more questions or quickly review a taxpayer prepared return.

Column 9 Place a checkmark if the only assistance provided was for the 1040EZT.

**NOTES: Treat prior year returns as separate interviews. Since the IRS already tabulated the original 1040 for the taxpayer filing, an amended return (1040X) must be counted as a “Q&A” and not as a “Federal Return.” Appointment scheduling and reception activities should be reported only as Counseling Hours, to avoid double-counting the number of taxpayers helped.

TOTALSColumn 1: Count the number of rows completed and enter the total in the box at the bottom of the column.

Columns 2 - 9: Count the number of checkmarks in each column and enter the total in the box at the bottom of the column.

Column 6: Remember to combine the totals from both the federal returns quality reviewed and the state/local returns quality reviewed sections of the column when transferring the sheet totals to summary report sheets. (The end result should be one number for Column 6 on all summary documents.)

Box 10: Counseling Hours include the hours contributed by all volunteers participating in providing the tax assistance recorded on the site sign-in sheet. When more than one sheet is used for a session, it may be more convenient to enter the total hours for the day on one of the sheets, leaving Box 9 blank on the others. The hours should include travel time and time spent for


quality review, data entry and transmission (E-filing), appointment scheduling, and reception activities.

AARP TAX-AIDE SITE SIGN-IN SHEETSite ID #: Date:

(Combine QR totals before entering data on summary reports)

1 2 3 4 5 6 7 8 9

Taxpayer Interview

s

Taxpayer’s Name(also include those helped with

questions and answers only)

PLEASE PRINT CLEARLY

Joint Return

Federal Return

State/Local return

Shut In

Quality R

eview

Federal

Quality R

eview

State/Local

E-filed Return

Question &

Answ

er Only

1040 EZ-T only

Counselor

Initials

1. Baker, S. √ √ √ EA2. Smith, J. √ √ √ √ MB3. Q and A √ MB4. Jones T. √ √ √ √ EA5. Jeffersons √ √ √ √ MB6. Washingtons √ √ √ √ √ √ EA7. Cage √ √ EA8. Plant √ MB9.10.11.12.13.14.15.16.17.18.19.20.8 ← TOTALS → 2 5 3 1 6 3 2 2 1

Use checkmarks to record assistance provided each taxpayer (household).1. When counselor calls client, he/she puts initials in right hand column. 2. Before calling next client, counselor records assistance for previous client.3. Quality reviewing counselor checkmarks “Quality Review” boxes. 4. At end of day, Local Coordinator or designee makes sure any missing “Q&As only” are captured and

totals the page. Example: If a taxpayer only asks a quick question(s), just note their name (or “Q and A” if no name is given) in the “Taxpayer’s Name” column. Also check “JT Return or Assistance” and/or “Shut In” if applicable.


10. COUNSELING HRS:

5. Completed Sign-in Sheets are collected and submitted as instructed by the supervising coordinator.


Site Selection & Schedules

Selecting Sites

LCs are responsible for securing as many sites as necessary for the area, and assigning the appropriate number of Counselors, EROs, and Client Facilitators as determined by potential target population. The space must be provided rent-free. Assistance should be provided at a public place, but where privacy will assure confidentiality. Service cannot be provided in volunteers’ homes.

Site Retention Since most of our customers return year after year, Coordinators should attempt to keep sites active for each tax season or help customers find us if you do need to move or close a site. Site consolidation or relocation can be necessary to maximize resources, especially for e-filing.

Sample Site Possibilities

Senior centers Schools Libraries BanksHospitals Churches/synagogues Civic centersRecreation centers Shopping malls Fraternal organizations

Requisite Site Features

Public places convenient to older persons; accessible to the handicapped. Convenient to public transportation and/or parking. Accessible to rest rooms and telephones. Conducive to confidential interviews, and well-lighted, with tables and

chairs provided. Willing to post AARP Tax-Aide poster, with civil rights language, to

inform taxpayers of and to direct them to the service. Rent-free. The site must be provided at no cost, including defrayal of heat

and janitorial service for the 10-week period. Free from any suggestion of gratuity, donation, or solicitation.

Isolated Locations

Service to isolated locations or smaller towns may not be required on a weekly basis; therefore, other cost-effective options should be considered: Send a team of Counselors only once or just a few times during the season. Request persons come to the nearest site by car, senior van, carpool, etc. Refer inquirers to sites in nearby towns, other providers, or the IRS.

Walk-In & Appointment Sites

Sites may be set up by the LC for walk-in service, prior appointment or a combination of both. Appointment basis requires scheduling of customers with Counselors. Walk-in sites use sign-in sheets to establish the sequence of interviews noting that those 60 and older are given priority, if requested.

Site Availability

Sites should be open at least four hours at a time. Most sites are open one or more days each week during the tax season. Many are open multiple days per week to maximize e-file resources.


Generating Local Publicity Publicity Goals

Our publicity goals are to publicize the availability of free tax assistance for taxpayers with low- and middle-income, with special attention to those age 60 and older, and to recruit new AARP Tax-Aide Counselors, Instructors, and coordinators through a variety of efforts. Letting the public know about the AARP Tax-Aide program is essential to its continued success.

Value of Local Publicity

The most effective publicity is achieved at the local level. All AARP Tax-Aide volunteers play an integral part in publicizing the program. Whether it’s telling a friend about your volunteer service through the program, or being asked to speak about AARP Tax-Aide on a local television station or at a senior center, spreading the news about our free service is the key to success.

AARP’s & IRS’ Professional Help

AARP offers a cadre of communications professionals who can assist you with your publicity efforts: the AARP Tax-Aide Partnership and Communications Specialist in your state and Communications Coordinator in your district, and staff and volunteers in your AARP state office that work with the media and communications. They can help you determine the best publicity tactics to use to reach your goal, and will help coordinate AARP publicity efforts to diminish competition for scarce media access and increase program visibility.

Display Posters, Flyers, & Brochures

The National Office produces many different program posters, flyers and brochures to assist with program publicity and recruitment. Display these posters, program flyers and brochures locally in heavily-traveled public areas, such as grocery stores/pharmacies, malls, and public buildings, as well as in churches, senior centers, libraries, nursing homes, and hospitals. See Ordering Program Materials section of this guide for more information.

Event Participation

Read your local newspapers for times, dates, and locations of county fairs, parades, civic celebrations, volunteer drives and social service fairs. Attend and distribute program information or ask to have an AARP Tax-Aide table available. Attend networking events for professionals serving seniors and ask to speak about AARP Tax-Aide.

Seek Sponsor Publicity

Visit your local site sponsors, senior centers, nursing homes, hospitals and churches and ask them to place AARP Tax-Aide articles in their newsletters and bulletins. List AARP Tax-Aide’s toll-free number (1-888-227-7669) and web address (www.aarp.org/taxaide) in local telephone directories (at no charge) and in community-based service guides.

AARP Collaboration

Contact the AARP Tax-Aide Partnership and Communications Specialist in your state to explore how you can work together to publicize AARP Tax-Aide in conjunction with other AARP programs and services.

Referral Help Contact local caregiving organizations and the Area Agency on Aging in your region to inform them about AARP Tax-Aide and ask for customer referral.



Media Tips

Coordinate Efforts

Coordinating publicity activities with AARP communications volunteers and staff will ensure that AARP media outreach activities for all programs are not competing with one another.

Avoid Too Frequent Contact

Too frequent contact can be detrimental because reporters and editors are on tight deadlines. Make your points succinctly and clearly. If they have additional questions, they will contact you. Return calls promptly.

Prepare Information

Always provide the media with well-prepared, error free, news releases, fact sheets, articles or stories that include basic information about the program and any boilerplate language. Much of this information has already been prepared by national staff and is available through your District or Communications Coordinator or on the volunteer website at www.aarp.org/tavolunteers in the Partnership and Communications Guide. Be prepared with national, state, and local statistics about the number of people served by AARP Tax-Aide.

Minimize Duplication

When multiple contacts at the same media outlet are given the same information, let each know that others will receive it, so that it can be rewritten to minimize duplication.

Develop & Maintain Contacts

Develop a list of local media contacts and update the list regularly. Collect the names, addresses, and phone and fax numbers of the local daily and weekly newspapers in your community. Don’t forget about senior papers and other community publications. Also list the news and public affairs shows on local radio and television. Include the names of the editors, reporters and producers.

Working With Newspapers

Suggest photo opportunities. Mail or fax news releases at least two weeks before an event. Mail or fax media advisories four to seven days before an event. Confirm receipt of the release (once), and return reporters’ calls promptly. Know the newspaper’s and reporter’s deadlines. Make sure your story is newsworthy (involves people, is timely & accurate).

Letters to the Editor

A good letter to the editor is (also available through your leaders or on the volunteer website in the Partnership & Communication Guide at www.aarp.org/tavolunteers): Be brief (250 words or less), accurate, and use simple language; Open with a thought that’s provoking, interesting, and timely; If responding to something published, include the name, date and headline of

publication; Be signed (don't be surprised if a paper calls to verify your signature).




Talking Points About AARP Tax-Aide

Program Basics

AARP Tax-Aide is the nation’s largest, free volunteer-run tax assistance service offered to low- and middle- income taxpayers, with special attention to those age 60 and older.

Program volunteers help people file basic 1040 tax return forms. AARP Tax-Aide is administered by the AARP Foundation. Last year, over 32,000 AARP Tax-Aide volunteers help more than two million

taxpayers file their federal, state, and local returns. AARP Tax-Aide volunteers assisted with preparation of approximately one-half of the

federal returns prepared by all IRS supported volunteer programs combined. AARP Tax-Aide serves 95% of the people assisted by the IRS Tax Counseling for the

Elderly (TCE) programs. Currently, AARP Tax-Aide has over 7,000 sites nationwide, most of which additionally

provide free e-file service.

Program History

AARP Tax-Aide began in 1968 with four volunteers providing tax assistance to older taxpayers in the District of Columbia. Since 1980, the program has operated under a cooperative agreement with the IRS as part of the IRS Tax Counseling for the Elderly program.

In 1996, AARP Tax-Aide transferred the federal funds for and the administration of the AARP Tax-Aide program to the AARP Foundation in accordance with the Lobbying and Disclosure Act of 1995.

Community Service

AARP Tax-Aide services are available from February 1st through April 15th each year at nearly 7,000 sites nationwide. AARP Tax-Aide provides face-to-face tax assistance at sites across the country located in senior centers, community centers, libraries and other convenient locations.

AARP Tax-Aide offers free electronic filing at more than 5,000 sites nationwide. AARP Tax-Aide provides 24-hour year round Internet tax assistance service at its web

site (www.aarp.org/taxaide). Taxpayers can pose questions online and get quality-reviewed answers back within a few business days.

When and where possible, AARP Tax-Aide also provides tax assistance to people unable to leave their homes.

Program Volunteers

AARP Tax-Aide assistance is provided by over 32,000 volunteers across the country who are trained and IRS certified to provide tax assistance in filing basic tax forms.

Volunteer positions include: (1) Counselors who provide one-on-one assistance to low- and middle- income taxpayers; (2) EROs who transmit returns through the software provider to the IRS; (3) Client Facilitators who play a key role in keeping busy sites running smoothly; (4) Instructors who train counselors on income tax information and tax return preparation; and (5) Coordinators who serve as leaders supervising and directing AARP Tax-Aide program activities in accordance with program policy.

For More Information

For sites, call our toll-free number at 1-888-AARPNOW (1-888-227-7669) Visit our public web site at www.aarp.org/taxaide Visit our volunteer website at www.aarp.org/tavolunteers

Counselor, ERO, and Client Facilitator Responsibility for Publicity





Need for Promotion

We’re in this to help people, specifically to help them with their taxes. In order to help as many people as possible, we need to promote the program.

Word-of-Mouth Promotion

We offer an outstanding service and serve huge numbers of people, but many people still have never heard of us! Those who have are most likely to have been told by one of our customers. Word-of-mouth promotion is our most effective way of reaching our audience – our customers should be bragging about us! Counselors are perfectly positioned to encourage our customers to tell someone else about our service.

Need for Volunteers

AARP Tax-Aide is always looking for good volunteers. Word-of-mouth promotion from our current volunteers is one of our best recruitment sources. If someone you talk to is interested in becoming an AARP Tax-Aide volunteer, they can call toll-free, 1-888-OURAARP (1-888-687-2277). Or, they can visit our website at www.aarp.org/taxaide and complete our online volunteer recruitment form. In addition, they can write to us at AARP Tax-Aide, 601 E Street, NW, Washington, DC 20049. Don’t overlook our customers as volunteers. Many current counselors were pulled from our customer base when we saw what a good job they did preparing their own return!

Intent of Tax Record Envelope

The Tax Record Envelope contains important legal and other disclosure language for clients. It also encourages storage of necessary tax record information and reminds customers of AARP Tax-Aide how to reach us and find a site next year and increases the likelihood of repeat, and even new, business.

Use of Tax Record Envelope

Tax Record Envelopes are also available from Local Coordinators. Due to the important disclosure information, AARP Tax-Aide envelopes must be given to all customers for whom a tax return is prepared. IRS envelopes cannot be used in place of the AARP Tax-Aide envelope.


Site and Counselor Guidelines and Policies

Age Thresholds on Service

AARP Tax-Aide provides free tax assistance to taxpayers with low- and middle-income, with special attention to individuals age 60 and older. Assistance should be provided to individuals under 60 if: assistance to 60 and older customers is given priority, and no additional program expense is incurred.

Taxpayer Responsibility for Tax Returns

Taxpayers retain sole responsibility for the accuracy and completeness of their tax forms. Counselors should encourage taxpayers to participate, to the extent possible, in preparing their own tax forms. Since taxpayers retain sole responsibility for accuracy and completeness of their tax return, they should be walked through any return prepared by a program volunteer. Taxpayers who don’t e-file must sign and mail their own tax form(s) using IRS-issued labels and their own envelopes.

Confidentiality All volunteers must maintain strict confidentiality and security of all taxpayer information and records at all times (See section on Confidentiality).

Identifying TCE-Prepared Returns

Counselors must always mark the site’s identification number (SIDN) in the preparer's box of 1040 series tax forms (paper or e-filing) or use forms overprinted with a large “S” in the box. Counselors must not sign, initial, or identify themselves on the tax form in any way.

800# Support at Sites

IRS offers toll-free assistance to AARP Tax-Aide Counselors (as TCE assistors in IRS parlance) via 1-800-829-8482.

Retaining Records & Making Copies

Counselors must provide taxpayer with the original return if done manually or one copy of the return to be e-filed. Counselors must not retain any taxpayer records or returns, even temporarily, except for electronic filing purposes. Additional copies of returns, except for one copy as previously noted for e-filing, can only be provided if at no cost to the program.

Working At Site, Not Home

All tax assistance, except shut-ins and electronic filing transmission, must be performed at the site, not at volunteers’ homes.

Tax Training Topics (Scope of Assistance)

Counselors will assist taxpayers only on those topics that are within scope. Scope includes tax topics covered in IRS volunteer training materials or in AARP Tax-Aide training classes provided that Counselors have been qualified under AARP Tax-Aide procedures below. Counselors are not to deal with topics (including state returns) on which they have not received AARP Tax-Aide training.

Returns That Are Outside Training or too Complex

For tax returns outside the scope of their training, Counselors must refer taxpayers to paid tax preparers or to the IRS. Volunteers can and should decline to prepare a return which the volunteer believes would misstate the taxpayer’s liability or refer service if the Counselor does not feel qualified on a particular issue(s). No specific paid preparer or business can be named.


Recording Service

Counselors must record each interview or telephone call, performed during or after hours of service, on a Site Sign-in Sheet during or immediately following the assistance.

Submitting Reports

Counselors should submit completed Sign-in Sheets to their supervisor as instructed. A lead Counselor at a site without a local coordinator present will be assigned this responsibility.

Quality and Intake Forms

On-site quality review of each tax return prepared is required. The program standard is to have that review completed by a second experienced Counselor. An AARP Tax-Aide Intake and Interview form must be completed, preferably by the taxpayer, for every taxpayer for whom a tax return is prepared. (AARP Tax-Aide Intake and Interview form must be used, not IRS forms.) The form is sent home with the taxpayer as part of the return package and is not kept by volunteers.

Diversity Serve customers with courtesy and confidentiality, regardless of sex, race, religion, national origin, creed, age, disabilities, or sexual orientation.

Not Accepting Compensation & Potential Conflict of Interest

Not Accepting Compensation

Volunteers must not accept compensation for the performance of their duties. Compensation includes fees, gratuities, or other dispensations to volunteers or to members of the volunteer's immediate family or household.

Conflict of Interest

Volunteers must not refer the preparation of any tax return to any specific paid preparer business, including one in which they have a financial interest. Volunteers must never solicit any type of business from the taxpayers they assist or use the knowledge they have gained about the taxpayers for any direct or indirect benefit for themselves or any other individual(s). Volunteers working in AARP Tax-Aide, or any other AARP Foundation activity, which is similar in nature to outside employment or a commercial pursuit in which volunteers or members of a volunteer’s family or household are involved, must advise their supervisor of the nature and extent of the involvement. In the case of an appearance of conflict, those supervisors of the volunteer(s) will consult with higher levels of supervision within the AARP Tax-Aide Organization about any potential conflict of interest. This consultation will include the Regional or State Coordinator.

Personal Financial Gain

Volunteers may not use computer hardware or tax preparation software which has been purchased by, or donated for the use of AARP Tax-Aide for their personal financial gain.

Lobbying & Promotional Prohibitions

Volunteers, including AARP Tax-Aide volunteers, while representing the AARP Foundation or participating in an AARP Foundation activity, will not promote products, services, or political candidates or issues, nor make use of their relationship with AARP or the AARP Foundation for personal profit or the profit of any other individual(s). This includes, but is not limited to, membership drives.


Confidentiality and Security of Taxpayer Data

Introduction to Confidentiality and Security

Whether e-filing or not, protecting the confidentiality and security of taxpayer data has always been a priority focus for this program and you the volunteers. In sharing their sensitive personal data with us, taxpayers have entrusted us and given us a major responsibility to protect that information. In today’s age of stolen identities, this focus is even more critical and urgent. Leaders must ensure that all volunteers understand these responsibilities and abide by them.

There are many steps we must take to help ensure that we honor that trust and protect taxpayer information. They are explained below.

Standards of Conduct

All volunteers must sign the Standards of Conduct statement (IRS Form 13615) which is provided in the IRS test or as a separate form. That statement has three bullets addressing the protection of taxpayer data:

a) I will safeguard the confidentiality of taxpayer information.b) I will exercise reasonable care in the use and protection of equipment

and supplies.c) I will not solicit business from taxpayers I assist or use the knowledge I

have gained about them for any direct or indirect benefit for me or any other specific individual.

We have taken the step of clearly noting that the certification of a Counselor now has two significant and critical components. First, the Counselor must pass the IRS test. Second, all Counselors must agree to the Standards of Conduct and note that agreement by signing the statement. We take these statements very seriously and expect that you will as well.

Information for tax return preparation must not be shared

Information provided for tax return preparation should not be shared with anyone who does not have a need to know. Individuals have the need to know if their involvement is required to accurately process the information to its final disposition. Examples of “need to know” would include: sharing information for the purpose of obtaining guidance in tax return completion, for electronic transmission, and/or for quality review of the finished tax return. In accordance with 18 USC 1905, which applies to Tax Counseling for the Elderly grantees including AARP, it is not acceptable to share information with others, even another volunteer, if their involvement in the tax return preparation is not required. For instance, sharing income information, birth dates, or even the marital status of taxpayers with other volunteers, taxpayers, family, or friends as a matter of curiosity or interest is not acceptable.


Form 8879 Forms 8879 have a three year retention requirement from the return due date or IRS received date, whichever is later. These forms, along with W-2s and 1099s documenting tax withholding, must be sent to the local IRS territory office by the end of April for the IRS to maintain per the requirement. Forms 8879 must not be kept by AARP Tax-Aide volunteers beyond April 30th.

Document Retention

For numerous reasons including taxpayer data security and confidentiality all returns must be prepared in front of the taxpayer and all records given back to the taxpayer at the end of that assistance session. Required retention of some records for e-filing, such as W-2s and 1099s with federal tax withholding is allowed until forwarded to the IRS as noted above .

No Sites in Homes

Sites must not be located in individual volunteers’ homes. Refer to the section on Site Selection for more guidance regarding sites and maintaining confidentiality.

Encryption Required

Appropriate steps to secure computers with taxpayer data must be taken at all times. Any piece of equipment, computer (personally owned or site sponsor owned) and/or flash drive, on which taxpayer data resides must contain encryption software. This applies to ALL computers, including personally owned and site sponsor owned computers. Slave computers on a server that never have the taxpayer information on them do not require encryption software. If all taxpayer data is removed by TPClear (or the eraser program from a computer or flash drive prior to its leaving the tax site); it no longer contains taxpayer data and does not require encryption software. However, please make sure that you backup all files and data on an encrypted removable storage media prior to running TPClear (or eraser) because all taxpayer files and settings are deleted by these programs.

Delete and Purge Data by April 30

By April 30th, taxpayer data must be deleted and purged from all computers, personal or loaned. For IRS loaned computers, use the wipe disk program loaded on the IRS loaned computers. For non-IRS equipment, use TPClear (if not provided by your site leadership it is available for download on www.aarp.org/tavolunteers).

Copies on Removable Storage Media

Once the returns are accepted by the IRS, it is highly recommended to copy taxpayer data to an encrypted removable storage media (memory stick, floppy disk, or CD) and delete it off computers throughout the season. This minimizes the number of taxpayers exposed to potential identity theft if computers are stolen. Removable storage media with taxpayer data must be encrypted and secured by volunteers at all times to prevent being lost or stolen. Data must be removed from all storage media by the end of the season.



Password Protection

The operating system of any computer containing taxpayer data must be password-protected. Additionally, the TaxWise™ program must be password-protected. If you have any questions about how to password-protect either, please see a volunteer leader at your site or go to www.aarp.org/tavolunteers for help.

Data retention For states allowing the retention of e-file data for use the following season, Counselors must allow the taxpayer to opt out of retention. Follow your state’s specific procedures for retention. If the taxpayer agrees to allow retention, his or her signature on the Authorization form is required. Only one person per state, determined by the SC, is allowed to retain the data and it must be held on an encrypted removable storage media. All other computers must be wiped clean (see encryption above).

Confidentiality Compromised

Counselors should act in a manner that promotes confidentiality for the taxpayer. This includes how they communicate questions and issues during their sessions with taxpayers. Conversations should be held discretely; personal taxpayer information should not be left out in areas that others may get access to, and computer screens should be minimized or the application closed down if a Counselor needs to leave the work area during an individual tax counseling session. If you believe that the confidentiality of taxpayer data has been compromised due to any of these types of issues, report this to the National Office (within 24 hours) by calling 1-800-424-2277, ext 6021 or ext 6027 (during business hours), or 1-202-434-6021/6027 (after hours).

Lost, Missing, or Damaged Equipment (with or without Taxpayer Data residing on it)Computers lost, stolen, or damaged with taxpayer data residing on it:

Computers used for tax preparation contain information that is private to the taxpayers involved. Should these computers be lost or stolen with taxpayer data on them it may be possible for others not only to obtain access to private financial information, but to use the data to illegally access bank accounts, credit cards, etc. Quick intervention is extremely important to minimize problems for the taxpayer. Below are the actions that must be taken:

1. 1-800-424-2277, ext 6021 or ext 6027 (during business hours), or 1-202-434-6021/6027 (after hours), must be called immediately (within 24 hours) if ANY computer containing taxpayer data is lost or stolen.

2. If the loss is the result of theft, call the local police to report the theft as soon as you realize what has happened.

3. Inform your volunteer supervisor about the situation. Computers lost, stolen, or damaged without taxpayer data residing on it:

Even with reasonable care and security, AARP or IRS equipment may be stolen or lost in fire, flood, or other natural disasters. Should a loss of AARP or IRS equipment occur, the state’s TCS must be notified. Please tell your supervisor so he or she can get the information to the TCS. If your supervisor is unavailable call 1-800-424-2277 ext 6021 or 6027 (during business hours), or 1-202-434-6021/6027 (after hours), and AARP Tax-Aide staff will make sure the appropriate notification is made.



Site Lists & Guidelines

Site Lists & Forms

Site lists and forms (or email containing comparable information) are used to collect and submit new and updated information about sites to the Administration Specialist for your state. The ADS inputs changes to the national database based on the information on the forms, lists or emails (or coordinates with the National Office to ensure that the information is updated as necessary).

Site forms are supplied in Administrative Packets (see Ordering Program Materials section of this Guide for details) and the volunteer website at www.aarp.org/tavolunteers.

Site lists are distributed by the state’s ADS in the fall to Coordinators so that they can update site information for the coming tax season. The lists can be marked up with changes and deletions as necessary near the appropriate space and sent back to the ADS to update the database.

Importance of Accurate Site Lists

Accurate Site lists ultimately lead customers to our sites. Whether calling a local office (e.g., IRS district office) that has a printed list or accessing the site database directly via the 888# or web page, the customer relies entirely on the accuracy of the data. If data is incorrect or missing, the customer is misdirected or a valued site is overlooked. Both consequences are bad for the program and its volunteers.

The National Office receives this updated information from the volunteer leadership via the ADS’ efforts to update the national database. The National Office in turn notifies the IRS about changes to site information via an automatic process in which the information in the national database is transmitted to the IRS.

Site Numbers / Identifiers

Two numbers exist to identify each site. The first number is the required IRS site identification number (SIDN), and can be obtained from the supervising Coordinator or the Administration Specialist. This number is to be used on all paper and e-filed returns. It is recommended that the SIDN be treated as a permanent number and not transferable to another site.

The second number is assigned by the AARP Tax-Aide national database. This number, referred to as the "Nat'l Office ID" number is permanent and may not be changed.

Closing or Deactivating a Site

If a site is permanently closed or a duplicate is discovered in the site list, coordinators should write “R” (Remove) in the space on the list or form for "Site Status." If a site is just closing for this season but may be reactivated in the future, they should write "I" (Inactive) in the space for "Site Status." Columns have been added to the right of the report to permit printing of error messages when the coordinator information that was provided is incorrect.

The ADS is responsible for updating the national database within site information changes.



Contact Names & Telephone Numbers

The space labeled "Contact Name" may be a person's name, or title such as receptionist or appointment taker, or may be left blank. The space labeled "Contact Phone" is the number for a taxpayer to call for information about the site or to make an appointment. Sites designated as "appointment only," must show a number which will be given out to the public.

Site List Submissions

Lists and forms must be returned to the state’s Administration Specialist for updating in the site database, as soon as possible but no later than November 1. Site data is electronically transmitted to the IRS bi-weekly from September through April to enable the IRS to update their website.


Ordering Program Materials

From Whom? Coordinators and Instructors will need to order administrative (Site and Personnel forms, expense statements, etc) or publicity (posters, flyers, brochures, etc) materials from the AARP Fulfillment warehouse, the IRS (training materials and tax forms), and from state taxing agencies (if required).

Administrative Packets

Administrative and publicity materials are assembled into Administrative Packets and are shipped automatically in the fall to Coordinators listed on the latest Leadership Roster. Because the AARP Tax-Aide material requirements will be detailed in these packets, leaders should not place any orders with AARP Fulfillment until after receiving this Administrative Packet.

How To Order Materials

After the packet shipments are delivered, any individual items may be ordered. AARP Tax-Aide Order forms are included in each Administrative Packet and in each subsequent shipment. A sample is included in this Guide. Follow instructions on the form, fill it out completely, retain the copy and send the original in a cherry-colored envelope directly to the AARP Fulfillment Warehouse. For faster processing, orders may also be faxed to Fulfillment at (703) 541-5921 or (703) 541-5922 or e-mailed to [email protected]. Telephone orders or collect calls cannot be accepted. It can take up to 30 days for delivery, so volunteers should submit the order form early enough to allow adequate time for delivery. There is a back order system, so items marked "BO" (Back Ordered) or "DF" (Deferred Shipment) on the packing list which accompanies the material should not be reordered.

Avoid Stockpiling & P.O. Boxes

Materials should not be stockpiled by volunteers – over-ordering drives up printing and shipping costs significantly. Because some shipments are sent by UPS, P.O. box numbers are not acceptable as addresses. If a street address is not possible, include a phone number so UPS can call to arrange delivery.

Ordering AARP Counselor Class Materials

At the planning meetings in the fall, specific Coordinators or Instructors may be designated to handle ordering for Counselor classes. Responsibility for placing these orders must be clearly designated to avoid duplicate orders.

Ordering Software for e-filing Sites

The software ordering process begins in September and continues into January. However, before an order can be placed into the IRS system, via Tax-Aide Technology Specialist, it must have an EFIN, a SIDN, and be noted in the AARP database as an e-file site. Software orders are filled on a first-come, first-served basis. Shipments begin in early December.


Ordering IRS Materials

All IRS material for Instructor workshops, Counselor classes, or tax assistance sites must be ordered directly through the IRS SPEC office (the IRS staff supporting our and other volunteer programs) per your states IRS ordering instructions. The IRS publications are not available for ordering by 2333V until December 15 which is too late for AARP Tax-Aide training. The Instructor list goes to the printer first so the Instructor’s Manuals and materials can be shipped in early November. The rest of the volunteers and leaders (who are not Instructors) go next with shipment intended to be by Thanksgiving. However, shipments will continue into mid-December to accommodate late changes in the roster. Everyone on the list will automatically be shipped a Pub 17 in the same quantity as the number of training manuals requested. The Pub 17 will come separately late in the year or even January. Allow at least one month to receive materials. Emergency orders may be telephoned to the IRS SPEC Office.

Counselor Digests and other Materials

The Counselor Digests, in particular, are needed during the program policy and administrative training portion of Counselor Classes. All Counselor Digests, name tags and AARP Tax-Aide shirts for Counselors’ use must now be ordered via the AARP Tax-Aide Order Form. The SC will determine statewide instructions for ordering these items for both Counselor Classes and sites. Consult with your supervising coordinator to determine your state’s procedures before ordering these AARP Tax-Aide materials.

Ordering Site Materials

Local Coordinators should order material for their tax assistance sites by early January. Procedures for obtaining state or local tax materials will be provided by the State Coordinator if appropriate. One AARP Tax-Aide poster (D143), with the white space for local information and civil rights language, is required by the IRS grant to be posted at all sites (samples are in the Administrative Packet). Before ordering site and publicity materials, please factor in what has already been received from the advance materials shipped by the National Office. All AARP Tax-Aide sites must use the following because of legal considerations (IRS version are not acceptable):1) AARP Tax-Aide Poster (D143).2) AARP Tax-Aide Intake Sheets (D18445).3) AARP Tax-Aide Tax Record Envelopes (D12225).

Personal ID Labels

The National Office will send Coordinators a supply of personal name and address labels with their volunteer identification number to be used on their own expense statements, AARP Tax-Aide Order Forms, and correspondence sent to national office. A pre-addressed, postage-paid reorder card is included and can be used to order additional labels.


Expense Reimbursement

Period of Eligibility

Counseling expenses are only reimbursable for training activity conducted after October 1 and counseling assistance activity conducted between February 1 through April 20.

Non-Reimbursable Expenses

Expenses for state/local tax assistance cannot be reimbursed when no federal tax assistance is intended to be provided. Meals and refreshments are not reimbursable for any volunteer (i.e. Counselors, Coordinators and Instructors) during Counselor classes and when counseling at regularly scheduled sites, except in rare cases when the SC authorizes overnight stays. The SC must also provide his/her approval signature on the expense statement.

Reimburse-ment Options

Counselors, Client Facilitators (CF) and Electronic Return Originators (EROs) elect a flat rate stipend of $35, OR itemize their expenses. Volunteers in these positions may waive reimbursement, or may choose to be reimbursed. If they choose to be reimbursed, they can only select ONE of these reimbursement options for the entire season. Either reimbursement option covers expenses incurred during the training period and the counseling assistance season as outlined in the “Period of Eligibility” above.

Required Approval Signature

Without exception, all COU, CF, and ERO expense claims require the approval signature of the supervisor. This signature must appear on a Flat-Rate Reimbursement Form or an individual expense statement. Expense claims without this approval cannot and will not be processed.

Submission Period for Counseling Expenses

In some cases, volunteers may not be able to wait until May to be reimbursed for training expenses if they incurred lodging expenses. A State Coordinator may authorize preliminary reimbursement for these expenditures. If authorized, expense claim must be approved by the SC prior to it being submitted to the National Office for processing. In these instances, “Preliminary” should be written on the top of the Expense Statement when it is submitted. This will alert the National Office staff that the expense statement is not a final request and needs special handling.


Flat-Rate Or No Reimbursement

Using Counselor Flat-Rate Reimburse-ment Forms (CFRs)

Only COU, EROs and CFs who elect Flat-Rate reimbursement will be asked by their supervisor to sign a Counselor Flat-Rate Reimbursement Form (CFR) at the end of the tax season. Flat-Rate Reimbursement is a one-time reimbursement option covering all expenses incurred, including training, counseling, and supplies for the year. No names may be added to the CFR, but address corrections are permitted. CFRs are sent to Local Coordinators at the completion of the process of updating the All Volunteer Roster (see Volunteer Roster & Record Keeping section of this guide.)

Flat-Rate w/o Forms

Any Counselors, EROs and CFs who seek Counselor Flat-Rate, but cannot use the flat rate form, may submit their claim on an expense statement.

Itemized Reimbursement

Advance Approval Requirements

All itemized counseling expenses, regardless of the volunteer’s position within the program, require advance approval as well as the after-the-fact approval signatures of the immediate supervisor and the State Coordinator or designee. A State Coordinator will establish a dollar threshold under which state-level advance approval and concurrence signatures are waived.

Expense Form Use

Counselors who wish to itemize expenses will receive a blank expense form from their supervisor at the end of the tax season. Detailed records of all claimed expenses must be provided, along with appropriate supporting receipts or other required documentation. Expense statements that do not provide sufficient detail and receipts will not be processed by the National Office and will be returned.

Meal and Refreshments Expenses Not Reimbursed

Meals and refreshments are not reimbursable for any volunteer (i.e. Counselors, Coordinators and Instructors) during Counselor classes and when counseling at regularly scheduled sites, except in rare cases when the SC authorizes overnight stays. In these rare cases, the SC must also provide his/her approval signature on the expense statement.

See the section on Miscellaneous expenses for direction on coverage of “coffee and donut” expenses.

Reimbursable Administrative, Training, & Publicity Expenses

Coordinators, not Counselors, EROs, or CFs, may incur reimbursable administrative, training, and publicity expenses, including:

Travel Copying charges (administrative only, not tax returns)Lodging Meals (except as explained above)Postage Training facilities charges (only with SC approval)Supplies Telephone charges


Mileage Claims Mileage claims must be documented by listing each date of travel; the location(s) and the roundtrip mileage. The location and roundtrip mileage is needed only once for repeated trips to and from the same location, but the individual dates must be listed. Be sure to include the total mileage also in these cases.

Mileage expense forms that are not filled out correctly will be denied at the National Office and returned; therefore it is important to fill out the expense form with the necessary amount of detail and specificity.

EXAMPLE of correctly recorded mileage:

EXAMPLE of incorrectly recorded mileage:


Activity Activity & Location Transportation CostCode Date (including miles driven)I 2/5 Anytown Library, 10 miles

round trip1 x 10 = 10 miles (@44.5 cents)

$4.45

I Multiple Anytown High school, 8 miles round trip(Feb 5, 12, 19, 26, Mar 5, 12, 15, 19, April 2, 9) 8 x 10 = 80 miles (@44.5 cents)

$35.60

Total cost $40.05

Activity Activity & Location Transportation CostCode Date (including miles driven)I Multiple Anytown (Feb, March, April)

Total of 90 miles round trip (@44.5 cents) $40.05Total cost $40.05

OtherNon-Reimbursable Expenses

To ensure that the program efficiently uses its limited financial resources, as well as to comply with AARP or IRS policies, the following expenses are not reimbursable:1. Mileage for a single shut-in visit that exceeds the reimbursable maximum

of 30 miles per roundtrip. In these instances, the first 30 miles is reimbursable, anything over that will not be reimbursed.

2. Instructor workshop expenses for any attendees exceeding the reimbursable maximum of two per counselor class plus all new instructors.

3. Counselors’ e-file training expenses beyond reasonable local travel costs.4. Payment of any type for counseling sites.5. Any automobile expenses other than mileage, parking or tolls

reimbursement.6. Personal expenses: alcoholic beverages, entertainment, flowers, greeting

cards, personal long distance phone calls.7. All spousal expenses.8. Postage for mailing IRS Form 9325 (e-filing acknowledgement) to clients.

All necessary program supplies/services are provided to COU, ERO and CF volunteers by the National Office and/or volunteer leadership in your state. As a result, the following are not reimbursable:1. Books, reference materials, training or training materials.2. Secretarial services or post office box rental.3. Any permanent equipment such as: briefcases, calculators, copiers, file

cabinets, pencil sharpeners, staplers, staple removers, computer, printers and computer software.

4. Rental of overhead projectors, movie projectors or VCR's; telephone equipment and installation, except at approved Telephone Counseling Sites (see specific guidelines).

5. Equipment maintenance, repair or supplies, including for computers and printers (consult with supervisor for exceptions), projectors (except bulb), VCR's, etc.

6. Paid publicity.7. Personalized stationery or business cards.


Miscellaneous Expense Clarifications

1. When mileage is excessive and air travel is approved by the SC, mileage, parking, additional motel and meal expenses, as a result of travel by car, are reimbursable only to the extent that they do not exceed the cost of quoted airfare plus transportation to and from the airport. In such instances a copy of the airfare quote should be submitted as supporting documentation.

2. Consistent use of isolated locations is discouraged due to the costs involved. Isolated locations are defined as locations that require the majority of the Counselors working at the site to travel in excess of 30 miles roundtrip to provide services at the designated site. Options available to minimize these costs include:a. Scheduling coverage of the site using teams that are present

several times during the season rather than every day. b. Aligning volunteers and sites more closely (either through finding

sites closer to the pool of volunteers or recruiting volunteers that live closer to the population of tax payers being served.)

c. Exploring the possibility of persons being brought to closer sites using senior vans, carpools, etc.

3. End-of-season functions for recognition of Counselors should be confined to pot-luck, coffee and donuts, or other nominal expenditure affairs. In such instances, when the expense statements are submitted for processing, the number of people attending the function must be recorded. Expenses statements that do not include this information will not be processed. Lunches, buffets, and other expensive gatherings cannot be reimbursed. Mileage to/from these functions is also not reimbursable.

4. “Coffee and donuts” expenses are confined to counselor attended trainings. In such examples, the maximum amount of reimbursement is $1.50 per person for the entire training period. This reimbursement is available for SC, DC, or Instructors only. Receipts are required and the number of counselors in attendance must be noted on the receipts.

5. Expenses of maintaining, repairing and supplying consumables for computers and printers for e-filing may require supervisor, SC and/or TCS approval. Ask first! These items are often purchased nationally and may already be available.

6. The AARP Foundation qualifies to receive state sales tax exemptions in 23 states. If your state qualifies, contact Luisa Chaoui (800) 424-2277 ext. 36005 for an exemption packet and instructions.

7. Booths or exhibits at senior fairs should be combined with other AARP or Foundation activities or limited to nominal expenses not to exceed $25.00.

8. Administrative copies produced on personally-owned equipment may be charged at a cost not to exceed 5¢ per copy or the cost of the paper.

9. Current mileage rate is $0.445 per mile. 10. Current flat rate for Counselors is $35.00 per season.11. Current flat rate for Coordinators, Instructors, & Specialists is $50.00 per

season.


Coordinator, Instructor, Specialist Expenses

Leadership Reimburse-ment Options

Leaders seeking reimbursement may elect to take the Leadership Flat-Rate Reimbursement or they may itemize expenses for the year. In either case, expense statements should be completed and submitted to the supervising volunteer. Instructions for completing the expense statements are found on the back of the form, and include the necessary approval procedures. Forms are included in the Administrative Packets and are posted on the Extranet at www.aarp.org/tavolunteers.

Leaders are asked to submit their expenses on a timely basis in order to enable a clearer picture of the program costs throughout the year. Ideally, expenses should be submitted in:1. January (for activities held from October through December), 2. During the regular expense submission process from April 16 through June 30

(for any expense they incur from January until June), and3. September (for any remaining costs associated with the program).

Leadership Flat-Rate Reimburse-ment

Leadership Flat-Rate Reimbursement is a one-time reimbursement option covering all expenses incurred, including coordinating, training, counseling, and supplies for the year. Leaders who choose this option must submit an expense statement noting the year, "Leadership Flat Rate," the amount, and activity code "C." Leaders who elect the flat-rate reimbursement should not submit any other requests for reimbursement for that year.

Flat-rate expense statements must be submitted between April 15 and June 30.

Leadership Itemized Expense Reimburse-ment

The Leadership Itemized Expense Reimbursement option also covers all aspects of AARP Tax-Aide work but requires detailed reporting of activities and submission of receipts for all expenses except mileage. Leaders who choose this option will submit their expenses on an expense statement. Itemized counseling expenses are charged to activity code "I" and may only be submitted after April 15. Expenses related to other activities should be submitted close to the time in which they incurred the expense.

Submitting Leadership Expenses for Reimburse-ment forItemizedExpenses

Leaders should submit itemized expense statements monthly or quarterly to enable a more accurate picture of the costs for the program throughout the year. However, at the most basic, all expenses must be submitted by September 30 (if not done so earlier) because this is the end of the fiscal year for the program.

When submitting expenses, they should sign the 4 copies of the form, retain one copy (plus one copy of receipts), affix their own labels to the remaining 3 copies and send them (with one copy of receipts attached on top) to their supervising coordinator for approval. The supervisor will retain one copy of the expense form and forward the remaining 2 copies (along with the supporting receipts) to the National Office for processing.

Regardless of activity performed, each volunteer has only one supervising coordinator.



Expense Approval ProceduresReview Authority

Supervising coordinators review expense statements and Counselor Flat Rate forms for accuracy and appropriateness, and ensure that all appropriate receipts are attached and that the receipts support the amount being requested. If all is satisfactory, the supervising coordinators sign, add their own ID number as authorization for payment, and retain a copy. Any expense statements not signed by the supervising coordinator of record as shown on the roster will be returned by the National Office.

Designated Alternate Reviewers

Supervising coordinators who will be unavailable for approvals should designate alternates to sign for them. The alternate writes in the name and ID number of the supervisor of record, and signs his/her own name and ID number underneath. The alternate should retain one copy to send to the supervisor of record.

Personal ID Label

Supervising coordinators receive a supply of personal ID labels. These are to be affixed over the name and ID section of 2 copies of their own expense statements. Coordinators are urged to use these labels to speed the identification and reimbursement process. If no label is available, enter the volunteer's ID number, name and address, and submit the expense statement.

Temporary & Seasonal Addresses

If the reimbursement check is to be mailed to a temporary or seasonal residence, apply the label in the upper left corner of the statement for verification. Write the name and temporary address in the name/address field, checking the "mail check to" box above the field. National Office records must reflect the volunteer's address during tax season.

Counselor Expense Statement Submission

The supervising Coordinator should submit all expense statements for COU, ERO, and CFs in a batch to the National Office. The batch should contain:1. The CFR form with the signature of each volunteer who is electing the flat rate

reimbursement associated with their position, and2. Expense statements, with appropriate supporting documentation and receipts (if

electing to receive itemized reimbursement), with the signature of the volunteer and the approval signature of that volunteer’s supervisor.

The batch should be submitted using the 9x12 business reply envelope (B778) and should be submitted between April 15 and June 30.

Advances For Anticipated Expenses

Under special circumstances, when a Leader or a Counselor’s training expenses cannot wait to be reimbursed, an advance may be authorized at the State Coordinator's request. In some cases, Counselors may not be able to wait until May to be reimbursed for counselor training expenses when lodging is involved. A State Coordinator may authorize and must approve preliminary reimbursement for these expenditures. "Preliminary" should be written on the top of the Expense Statement.


Insurance Coverage

Accident Insurance

Who Is Covered The Foundation provides travel accident insurance coverage for AARP Tax-Aide volunteer for accidental death and dismemberment and medical expenses for any injury incurred while conducting AARP Foundation business directly related to the volunteer position.

Amount of Coverage

Accidental death and dismemberment benefit of $25,000, and a medical expense benefit of up to $3,000 for any injury incurred while conducting authorized program business directly related to the volunteer position.

Supplemental Nature of Coverage

The medical expense benefit is coordinated with Medicare Part A and Part B or an assumed equivalent insurance coverage, regardless of the insured's age. This is a supplement and should not be viewed as a volunteer's primary insurance.

If An Accident Occurs

If any AARP Tax-Aide volunteer sustains an accidental injury while conducting AARP Tax-Aide business, they should notify the AARP travel accident insurance staff through their supervisor and AARP Tax-Aide State Coordinator. Notification, preferably via email, should be sent to:

AARP Insurance and Risk Management OfficeAttn: Albert Fierro601 E Street, NWWashington, DC 20049Email: [email protected]; Phone: (202) 434-3245

Liability Protection

Protection By Virtue of TCE Funding

The Introduction and Administrative Guidelines of the IRS Volunteer Assistor’s Guide states that volunteers are not legally liable under federal law for the returns that they prepare.

Volunteer Liability Act of 1997

The Volunteer Protection Act of 1997 (S.543) provides that certified volunteers are not liable for harm caused by an act or omission if they’re acting within the scope of their responsibilities and the harm was not willful.

Certificate of Insurance for Site Liability

The certificate of insurance for site liability outlines that the AARP Foundation will hold harmless the site in accordance with the insurance coverage provided by AARP. If a certificate is needed for a site, contact your District Coordinator.


mailto:[email protected]

Administrative Reports Summary

TITLE PREPARER LC ACTION REQUIRED ACTION DUE

Site Lists Administration Specialist or National Office

Update information; submit to supervisor for statewide compilation and updating of the national database.

November (possibly earlier for e-filing sites)

Instructor’s Report Lead instructor Assess the delivery & effectiveness of tax training, and forward to Training Specialist.

10 days after training

Training Evaluations Counselors, Training Specialists

Assess the delivery & effectiveness of tax training, ultimately reporting to the State Coordinator.

After training

Site service reports Site Coordinators

Report totals of the counseling service provided at a site as instructed by supervising Coordinator.

Reporting dates determined by State Coordinator

All Volunteer Roster Administration Specialist or National Office

Update information; submit to supervisor for statewide compilation and updating of the national database.

February

All Volunteer Verification Roster

Administration Specialist or National Office

Administration Specialist verifies, DC/LCs retain.

March

Labels National Office

Coordinators affix to expense statements & other forms

as required

Counselor Flat-Rate Reimbursement Form

National Office

Counselors sign and Coordinators countersign and mail to National Office.

April 15

Volunteer Assessment of Program

Optional for Counselors & Instructors, required for Coordinators.

Assess the overall operation of AARP Tax-Aide for the season, ultimately reporting via Happenings back to all volunteers.

As stated on assessment form.


Self-Study Quiz on AARP Tax-Aide Operations(Provided in Counselor Digest for volunteer completion & submission to LC.)

Questions 1 - 8 are either true or false. Please circle T for true or F for false.1. The AARP Foundation provides about one-half of program funding. T F2. Expense receipts are required for the $35 counselor flat rate reimbursement. T F3. AARP Tax-Aide offers Internet tax counseling. T F4. AARP Tax-Aide may help people under the age of 60. T F5. CyberTax is an easy, no obligation way to receive program updates via e-mail. T F6. Customers retain sole responsibility for the accuracy and completeness of their tax returns. T F7. The AARP Foundation is a 501(c)(3) corporation. T F8. Volunteers may not accept compensation, tips, etc. for the performance of their duties. T F9. All tax returns must be deleted off all computers after the tax season, no later than April 30 T F

Questions 10 – 15 are multiple choice. Please circle the correct answer for each.10. AARP Tax-Aide’s most effective promotion is: a) AARP The Magazine

b) Local newspaper storiesc) Television adsd) Word of mouth promotion

11. Which volunteer position provides technical tax training to Counselors?

e) Coordinatorsf) Instructorsg) Specialists

12. In the preparer’s box of tax forms, Counselors should enter:

h) Their namei) Site identification number (SIDN) j) Both of the above

13. AARP Tax-Aide Counselors must be certified: k) Only when joining the programl) Annuallym) Every three years

14. For tax returns or questions outside the scope of their training, Counselors should:

n) Provide their best estimationo) Refer customers to an unnamed

paid tax preparers or the IRS15. 1-888-AARPNOW is a toll-free way to: p) Locate sites during tax season

q) Volunteer for the program at anytime

r) Both of the above

Questions 16 & 17 are fill-in-the-blank.16. Counselors are asked to volunteer an average of ______ hours per week from 2/1 to 4/15.

17. The four essential things that Counselors do are: __________________________,

________________________, ________________________, ________________________


AARP TAX-AIDE COUNSELOR SCHEDULING INFORMATION(Provided in Counselor Digest for Counselor entry & submission to LC))

NAME ______________________________ ID# ______________ DATE _______________

ADDRESS __________________________________________________________________

CITY/STATE/ZIP ____________________________________________________________

PHONE NUMBER __________________ E-MAIL ADDRESS _______________________

NUMBER OF YEARS WITH AARP TAX-AIDE AND/OR IRS VITA _____________

Schedule Preferences:Morning Afternoon Evening

Monday __________ __________ __________Tuesday __________ __________ __________Wednesday __________ __________ __________Thursday __________ __________ __________Friday __________ __________ __________Saturday __________ __________ __________

Site Preferences:Please indicate three choices for sites at which you would like to work, if known. Whenever possible you will be assigned to a site near your home. Returning Counselors will usually be given preference in assignments to sites.

Site #1 ______________ Site #2 _____________ Site #3 ________________

Please indicate whether you would accept any special assignments: (shut-in-visits, quality review, evenings or weekends, substitute whenever and wherever needed). Also note any special proficiency which you have: (languages, etc.)___________________________________________________________________________________________________________________________________________________________________________________________________________________________


AARP TAX-AIDE PERSONNEL FORM (Abbreviated for display in LC Digest.)

LEADERSHIP COUNSELOR

Please DO NOT list Leaders and Counselors on the same form. Check the appropriate category above that applies to this request.

TO: ADMINISTRATION SPECIALIST DATE_________________ SPLIT STATE

FROM: ____________________________ID#:____________STATE:____CODE ___ (CA, FL, IL, MN, OH, PA, TX ONLY)

NEW __(fill in all data, including title(s); leave ID# blank) ID# (if known)______________________CHANGE __(fill in ID, name, position, changes, titles to add or end) ADD TITLE(S)_____________________INACTIVE__(fill in ID and name only; All titles will be ended) END TITLE(S)_____________________EFFECTIVE DATE______________ YEAR STARTED IN PROGRAM ______

NAME (Mr./Mrs./Ms.)________________________________________________________________________________ First MI Last

ADDRESS_________________________________________________________( to add as seasonal address ) (dates: From__/__/__ to __/__/__)

CITY, STATE, ZIP___________________________________________________PHONE_____________________FAX___________________________

E-MAIL________________________Will report to: NAME_____________________________________________________________ID#_______________

(Actual form repeats the above to accommodate as many as two changes per form.)

ADMINISTRATION SPECIALIST’S SIGNATURE: _______________________________ID#______________

Use this form for all NEW or omitted volunteers & any changes/deletions not made on the Leadership or All Volunteer Rosters.DISTRIBUTION: Original-to national thru Administration Specialist Yellow-ADS, Pink-DC, Goldenrod-Originator


(USE THIS SECTION FOR LEADERS ONLY)Replaces: NAME_______________________ID#__________PLACE A IF NEEDED: Coordinator Handbook (DCs)____ PACKETS: Administrative____Instructor____

(This page left blank intentionally)


1 2 3 4 5 6 7 8 9

Taxpayer Interview

s

Taxpayer’s Name(also include those helped with

questions and answers only)

PLEASE PRINT CLEARLY

Joint Return

Federal Return

State/Local return

Shut In

Quality R

eview

Federal

Quality R

eview

State/Local

E-filed Return

Question &

Answ

er Only

1040 EZ-T only

Counselor

Initials

1.2.3.4.5.6.7.8.9.10.11.12.13.14.15.16.17.18.19.20.

← TOTALS →AARP TAX-AIDE SITE SIGN-IN SHEET

Site ID #: Date: (Combine QR totals before entering

data on summary reports)

Use checkmarks to record assistance provided each taxpayer (household).

1. When counselor calls client, he/she puts initials in right hand column. 2. Before calling next client, counselor records assistance for previous client.3. Quality reviewing counselor checkmarks “Quality Review” boxes. 4. At end of day, Local Coordinator or designee makes sure any missing “Q&As only” are captured and totals

the page. Example: If a taxpayer only asks a quick question(s), just note their name (or “Q and A” if no name is given) in the “Taxpayer’s Name” column. Also check “JT Return or Assistance” and/or “Shut In” if applicable.

5. Completed Sign-in Sheets are collected and submitted as instructed by the supervising coordinator.AARP Tax-Aide is a program of the AARP Foundation, offered in conjunction with the IRS.

D18386(1006)


10. COUNSELING HRS:

Additional Instructions for Completing Site Sign-in SheetsFill in one line for each interview or assistance effort.Taxpayer’s Name: Enter the client’s name each time an interview or assistance was provided to a taxpayer.

Q&A: If a taxpayer asks questions only and no forms were prepared or corrected enter the name (or enter “Q and A” if no name is given). (Some Q&A assistance may require you to also mark columns 2 and/or 5.)

Column 2: Place a checkmark if the interview or assistance is for a joint return.

Column 3: Place a checkmark if federal returns (1040, 1040A, 1040EZ) were prepared.

Column 4: Place a checkmark if any state or local returns were prepared or corrected. Local returns include any rebate and relief forms filed without first preparing a state income tax return.

NOTE: Columns 3 and 4 are for recording the type of assistance given, not the quantity of forms prepared for an individual taxpayer.

Column 5: Place a checkmark if a shut-in visit was made.

Column 6: Place a checkmark in one or both sections as appropriate if a separate volunteer quality reviewed the return(s).

Column 7: Place a checkmark if a federal return was filed electronically. This column is marked in addition to columns 2, 3, or 4. Do not check this column 7 if only e-filing the 1040 EZT Forms as it will artificially inflate e-filing numbers for an event that will happen for only one year.

Column 8: Place a checkmark if the only assistance provided was to answer one or more questions or quickly review a taxpayer prepared return.

Column 9 Place a checkmark if the only assistance provided was for the 1040EZT.

**NOTES: Treat prior year returns as separate interviews. Since the IRS already tabulated the original 1040 for the taxpayer filing, an amended return (1040X) must be counted as a “Q&A” and not as a “Federal Return.” Appointment scheduling and reception activities should be reported only as Counseling Hours, to avoid double-counting the number of taxpayers helped.

TOTALSColumn 1: Count the number of rows completed and enter the total in the box at the bottom of the column.

Columns 2 - 9: Count the number of checkmarks in each column and enter the total in the box at the bottom of the column.

Column 6: Remember to combine the totals from both the federal returns quality reviewed and the state/local returns quality reviewed sections of the column when transferring the sheet totals to summary report sheets. (The end result should be one number for Column 6 on all summary documents.)

Box 10: Counseling Hours include the hours contributed by all volunteers participating in providing the tax assistance recorded on the site sign-in sheet. When more than one sheet is used for a session, it may be more convenient to enter the total hours for the day on one of the sheets, leaving Box 9 blank on the others. The hours should include travel time and time spent for


quality review, data entry and transmission (E-filing), appointment scheduling, and reception activities.


AARP TAX-AIDEExpense Statement INSTRUCTIONS

This statement is used to record all reimbursable activities or expenses. Reimbursement can be claimed for expenses incurred only during the current fiscal year (October 1 - September 30).

VOLUNTEER ID#: Enter your volunteer ID# where indicated. Enter name, address and telephone number if you do not have a label. If your address is a seasonal address, please check appropriate box.

ACCOUNTING CODE: In separate boxes as noted enter: Your state of jurisdiction (i.e., AL=Alabama), or special codes for Regional Coordinators and National Advisors. Split-State Designator (for CA, FL, IL, KS, MN, MO, NC, NY, OH, PA, TX as assigned; in all other states, use “1”). Your volunteer POSITION code based on your primary (highest) title (i.e., 0=Counselor, 1=Local Coordinator) located below the box. Coordinators who also instruct will use the code for those combinations of positions.

ACTIVITY CODE: Enter an activity code in column 1 for each group of subtotaled activities.

EXPENSES: (Receipts are required; staple them to top of report.) Enter activity code on 1st line for each activity, followed by all items pertaining to this activity. Enter specific date of activity or incurred expenses. Indicate location and brief description of activity and any mileage incurred. Multiply number of miles driven by current mileage reimbursement rate and enter dollar amount under transportation costs.

NOTE: Separate dates, and locations if applicable, must be recorded for repetitive type activities such as Counseling and Coordinating. Example: “Counseling at (location) on 2/3, 2/10, 2/17, 2/24, 3/4, 3/11, 3/18, 3/26, 4/3, 4/10 at 6 miles roundtrip, 10 x 6mi x .445” with $26.70 entered in the Transportation Costs column. Do not enter combined mileage totals representing the whole season without supplying details.

Enter all other transportation costs (tolls, parking, airfare, etc.). Enter meals including tips and lodging where indicated, supported by receipts. Phone, copy, and postage charges, supported by receipts should use Activity Code “A”.

NOTE: Copies of telephone bills (or detailed logs) with calls and minutes marked that were made on behalf of AARP Tax-Aide are required documentation and the only phone charges that are reimbursable.

Reimbursable supplies (see Handbook) supported by receipts should have Activity Code “Z”. Total your expenses, per line, as indicated. Subtotal each activity entering a dollar amount, with final total on last line. Do not carry totals to next page. Keep each page separate. Activity code “U” is new and is for any volunteer to use to itemize mileage to and from the site where they volunteer as Client Facilitators (regardless of any other role in the program).

CERTIFICATION: By signing this expense statement, you are certifying your expenses claimed are actual and appropriate for reimbursement. The signature of your supervising Coordinator, as shown on the roster, is required on this expense statement as approval of your expenses.

DISTRIBUTION

Retain the goldenrod copy for your files. Staple receipts to the front. Forward all other copies to supervising Coordinator for signature. He/she retains the pink copy and forwards original and yellow copies to the national office.


AARP TAX-AIDE VOLUNTEER INSTRUCTOR FORM

Please complete and mail to: Training Specialist

I am willing to serve as an AARP TAX-AIDE Instructor. For training purposes, I am submitting the following information:

NAME _____________________________________________ I.D. #(if known) __________________________

ADDRESS___________________________________________________________________________________

CITY, STATE, ZIP ____________________________________________________________________________

TELEPHONE NUMBER _________________________ E-MAIL:___________________________________

FAX:__________________________________________

l. How many years have you served as an AARP Tax-Aide Counselor? ______________

2. How many years have you served as an AARP Tax-Aide Instructor? ______________

3. Have you ever worked for the IRS? YES ________ NO _________ If you have, in what position(s) and for how long?

________________________________________________________________________________________

4. What type(s) of work have you been involved in and for how long? (e.g. - teacher 15 yrs; accountant-10 yrs). ________________________________________________________________________________________

5. Please describe briefly* your experience in making oral presentations. (e.g. - teaching, speeches, seminars, sales presentations). __________________________________________________________________________________________

6. Please describe briefly* your experience in tax work, (e.g. - return preparation, accounting, education course).

__________________________________________________________________________________________

__________________________________________________________________________________________

7. Are you willing to teach outside your immediate area? YES ___________ NO __________

8. Can you attend a 3 to 5 day Instructor Workshop in December? YES ___________ NO __________

____________________________________

Signature Date

* Use back of form if necessary.


AARP Tax-Aide Program Instructor’s Report

TO: TRS and Local Coordinators Course Location_____________________ Dates ______________________________

LAST NAME FIRST NAME ADDRESS ZIP PHONESTARYEAR

SCOREPART 1

SCOREPART 2

SCOREPART 3


Lead Instructor’s Signature

AARP Tax-Aide Counselor Performance Review Form

Performance Review of (name): ____________________________________ ID#_______________________

GENERAL Date_______________________

1. Rate this volunteer's performance (as excellent; good; fair; poor) with regard to:

a. Interviewing techniques __________________________________

b. Clarity and neatness of writing __________________________________

c. Accuracy in preparing tax returns __________________________________

2. Has this volunteer:

a. Been properly certified in accordance with the __________________________________ procedures specified in the Handbook?

b. Worked at the assigned site as scheduled? _________________________________

c. Maintained the confidentiality of taxpayers and all __________________________________ tax-return information?

d. Made productive use of assigned working hours? __________________________________

3. Did this volunteer:

a. Record assistance given according to instruction? __________________________________

b. Avoid conflict of interest situations and any appearance of remuneration for services? __________________

c. Promote and support the AARP Tax-Aide program through word of mouth, site publicity or other means? ________

d. Properly prepare and submit an expense statement at the end of the tax season? ___________________

ADDITIONAL EVALUATION CRITERIA (optional)

Should this volunteer be invited to counsel next year? Yes_____ No _____Does this volunteer have leadership potential? Yes_____ No _____If Yes, in what capacity? _______________________________________

COMMENTS: (Use back of the form if necessary)

Supervising Coordinator signature ________________________________ ID#_____________________

Supervising Coordinator Retains.


Volunteer Assessment of AARP Tax-Aide ProgramYou are invited to participate in the assessment of the season and help shape the improvements for next season. Your personal experience is invaluable -- please share it.

The two-part assessment form follows. Please fill out each part and give this form to your supervisor by the date in the box below. Your supervisor will consider your views when submitting his/her own assessment. Regional Coordinators’ summaries go to the AARP Tax-Aide national office for national compilation and reporting back to all program coordinators via Happenings.

From:(your name)_____________________________________________________________________

(your title & state)________________________________________________________________

To:(supervisor name)________________________________________________________________

(supervisor title)_________________________________________________________________

Date:______________________________

If your supervisor is a:

Local CoordinatorDistrict CoordinatorState CoordinatorRegional CoordinatorStaff Person

Please get this evaluation to him/her by:

April 1April 15May 1May 15May 31

Part 1 Circle appropriate rating numbers All volunteers should rate statements 1 - 14 below.5=completely agree 4=somewhat agree 3=neutral 2=somewhat disagree 1=completely disagree.

Disagree Agree

1 Program goals are clearly stated. 1 2 3 4 52 The program is well publicized. 1 2 3 4 53 Volunteers are well trained. 1 2 3 4 54 Testing & certification are consistent & fair. 1 2 3 4 55 IRS provides adequate support. 1 2 3 4 56 Information is communicated as & when needed. 1 2 3 4 57 Materials, forms & supplies are sufficient. 1 2 3 4 58 Necessary equipment is available. 1 2 3 4 59 Counseling sites are well managed. 1 2 3 4 510 Counseling sites have enough counselors. 1 2 3 4 511 All tax returns are quality reviewed. 1 2 3 4 512 Reports are submitted accurately & timely. 1 2 3 4 513 Sites are monitored & helped as needed. 1 2 3 4 514 Supervisors recognize volunteers’ service. 1 2 3 4 5

Counselors should proceed now to Part II on the reverse side of this page;all others should rate statements 15 - 20 below before proceeding to

Part II.Disagree Agree

15 Statistical reports (activities & costs) are received timely. 1 2 3 4 516 Program advisory committees give needed support. 1 2 3 4 517 The program’s organizational charts are helpful. 1 2 3 4 518 Our organizational structure makes sense. 1 2 3 4 519 Recruiting resources provide adequate assistance. 1 2 3 4 520 The program reaches as many communities as need it.. 1 2 3 4 5


Part II (to be completed by all volunteers)

1. What worked well? (describe innovations, successes, goals that were attained)

2. What did not work well? (describe problems that you need help in solving, goals that were not attained)

3. What new group of taxpayers did you serve?

4. What support do you need? (e.g., training in _______________, communication, publicity, supplies, equipment, etc.)

5. Specific ideas for program improvement: (e.g., how to reach more customers, bring in more volunteers, improve training)

6. Other: (let off steam or brag about someone or something)

7. Specific actions I will take to improve AARP Tax-Aide service in my territory or area of responsibility:

8. Counselors only: If a leadership position -- coordinator, instructor, or both-- were available, would you be interested in serving?

Yes _____ ___Coordinator No________Instructor

Thank you for your contribution!


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