2009 NY3 Volunteer Survey Results District Coordinators Meeting November 2009 AARP Tax-Aide

2 Survey Highlights Completed by 135 volunteers –80% were tax counselors –91% plan to return this year Training Needs –78 % strongly/completely agree training meets needs –68% want more training on NYS Site Management/Recognition/Communication –Opportunities for improvement AARP Tax-Aide

3 Please select your volunteer position(s) from the list? District Coordinator64% Local Coordinator2721% Tax Counselor10780% Client Facilitator/Greeter1310% ERO2721% Administration Coordinator00% Training Coordinator21% Technology Coordinator75% Instructor2015% Communications Coordinator00% People may select more than one checkbox, so percentages may add up to more than 100%. AARP Tax-Aide

4 On average, how many hours per week do you volunteer during the tax season? Less than 4 hours43% 4-8 hours5139% 8-12 hours3124% More than 12 hours4434% AARP Tax-Aide

5 The program met my volunteering expectations. 1 -Completely disagree00% 211% 31310% 44332% 5 -Completely agree7657% I plan to volunteer again for the 2009 season. Yes11891% No22% Not Sure108% AARP Tax-Aide

6 The counseling site(s) I work at is well managed. 1 -Completely disagree00% 254% 3118% 42820% 5 -Completely agree8868% I am appropriately recognized for my service? 1 -Completely disagree32% % 43023% 5 -Completely agree8465% AARP Tax-Aide

7 The training I received prepared me to succeed in all of my volunteer roles. 1 -Completely disagree00% 265% 32317% 45138% 5 -Completely agree5340% Program information is communicated in a timely manner. 1 -Completely disagree00% 264% 31411% 45441% 5 -Completely agree5745% AARP Tax-Aide

8 I need more help with: NYS Tax Law/Special Credits6568% IRS Tax Law/Credits4648% Using TaxWise Software3133% Interview Process33% Amended Returns3335% Computer Configuration and set up2425% Activity Reporting55% ERO(e-filing) administration99% Scheduling of appointments22% Other99% People may select more than one checkbox, so percentages may add up to more than 100%. AARP Tax-Aide

9 More Help Needed NYS - Special credits check list with income levels Taxability of bond and interest Federal vis-a-vie NYS Recently changed IRS and NYS tax laws Debt forgiveness ARRA Preparing amended returns using Tax-Wise –Documentation required for amended returns both NYS and IRS ERO error codes Setting up computers especially the defaults AARP Tax-Aide

10 Program Improvements Increase the publicity of our service Provide up-to-date version of TW prior to training More case studies and practice returns – less PowerPoint slides Include NYS in practice returns Separate training for new and returning volunteers Mentors for first year counselors Ability to service NY residents with VT/MA/CT income More Client Facilitators to manage workflow AARP Tax-Aide

11 Program Improvments Provide documentation checklist for clients Better equipment Stationary sites with computers/printers Recruit individuals with basic computer skills and common sense Create and maintain a NYS version of AARP Extranet List of local volunteers in area to arrange for substitues Less paperwork for AARP AARP Tax-Aide

12 Additional Comments Broome West Endwell Senior Center has been an excellent experience from day one. Jay Casper is an expert. All members care deeply about the people we serve. I can't imagine a more rewarding volunteer experience Noel Fair is wonderful in keeping as on our toes. Brain Goodrich is a perfect partner. Peggy Bouchey is a fountain of tips when we get bogged down Dave Atkins is a true gentleman and the backbone of the program in the Troy area. He's knowledgeable and helpful in a non-judgemental manner Kaye Curry is super! AARP Tax-Aide

13 Additional Comments Volunteers at Blodgett and East Fishkill are all very dedicated and do a great job Clients are so grateful to have their taxes completed at no cost. The group of people I work with gets along and we help each other with questions Counselors deserve a lot of credit Instructors/trainers do a very good job and should be commended for their efforts We help many clients in need of assistance. I know our efforts are appreciated. However, in order to continue and improve the program we need to better train our counsleors AARP Tax-Aide