TAX-AIDE District Coordinator Training & Orientation 1 Aug 2015

TAX-AIDE 2

3 DC Survey (continued)

TAX-AIDE 4 DC Survey (continued)

TAX-AIDE DC Survey (continued) 5

TAX-AIDE What’s next? ● NLT recommendations Establish formal mentors Define orientation process Conduct training sessions Organize committee to design curriculum 6

TAX-AIDE Agenda 1. Resources and Tools 2. Contact List – who do we contact or go to for help 3. District Management Team (DMT) - creating and using a team 4. Communications 5. Incident Reporting: How to handle volunteer, taxpayer, and site issues 6. Tax Aide Policies and Scope – working within policy 7. Goals and Objectives – National, State and District Aug

TAX-AIDE Agenda - continued 8. Meetings – when to schedule and who needs be there 9. Coordinating & understanding job responsibilities 10. Use of OneSupport Help Center 11. Technology – responsibilities and coordination 12. Identifying best practices for opening and operating sites 13. Discussion/Questions 8

TAX-AIDE Resources and Tools 1. DC Job Description (review highlights) 2. DC Guide (OSHC) 3. Volunteer roster (handout) 4. Encourage use of laptops at State Meeting 5. Demonstrate On Line Support - AARP NVP Reimbursement Material ordering Volunteer and site data & reports OneSupport Help Center 9

TAX-AIDE OneSupport - What is it?  OneSupport Help Center accessed through Portal  Help Desk (Ticketing System) Submit a Request  Knowledge-base  Volunteer and other inquiries forwarded to OneSupport Ticketing System  Help Center contains forms, manuals, communication documents, training aides, and helpful articles for all volunteers  Leaders should “follow” the SMT Roundup Section Aug

TAX-AIDE Contact List – who do we contact? State Management Team – (title, name, address, phone number) SC ADS ASC (Asst State Coordinator) TRS TCS PVS PCS DCs (in the state) (title, name, address, phone number) SPEC – contact made through SMT One Support Ticket System Aug

TAX-AIDE Sample SMT 12

TAX-AIDE District Management Team (DMT) ● Why is this important? ● Positions authorized Administration Coordinator Communications Coordinator Technical Coordinator Training Coordinator ● Leader development and support for the other District leaders Aug

TAX-AIDE Communications ● DC is responsible for communication in the District: communicating to the SC and the SMT, and other district leaders and volunteers ● Establish contact lists for all volunteers in the District ● Attend State meetings (pre and post season) with follow up through Webinars and conference calls, as needed ● Visit each site at least once per season - meet and greet volunteers and the administrator/manager responsible for managing the location Aug

TAX-AIDE Communications - continued ● Discuss production and reject data with LCs and other volunteers at the site to determine areas that need to be worked on ● Verify with local leadership that site is in compliance with Standards of Conduct, Tax-Aide Scope and Policy ● Establish within budget end of season meeting(s) to thank volunteers and recognize achieving goals; also review items that worked and those that need improvement 15 Aug 2015

TAX-AIDE Incident Reporting ● Use of Incident Reporting form (One Support System) and managing the investigation and actions to be taken for the District ● Who do you contact with incident reporting ● What and when incidents must be reported ● Taking action after review and decision ● Removing volunteers who violate policy from the registry of certified volunteers 16 Aug 2015

TAX-AIDE Tax-Aide Policies – working within policy and scope ● Understand why it is important to follow Policy and Procedures and to stay in within scope ● Insure that LCs understand importance to keep volunteers in compliance – include policy training for all volunteers in the District at Counselor training ● Conduct an overview of Incident Reports and determine if possible violations of policy or scope issues are present at a site and areas for improvement ● Handle discussions with individual volunteers when questions of policy are raised Aug

TAX-AIDE Goals and Objectives ● National ● State ● District ● Local or Sites (as needed) (Should be finalized after Regional Meeting) 18 Aug 2015

TAX-AIDE Meetings – when and who ● Attending State Meetings – normally held in the Fall ● Attending Instructor Workshops ● Pre-season leaders meeting - what you need to cover: Site schedules, counselor assignments, use of reimbursement portal for flat rates or mileage, posters, policy and scope requirements for the site ● Post-season meeting for wrap-up and recognition (generally attendance is voluntary for counselors, but should be required for District leadership for wrap-up) ● Counselor Training – As established by the District Aug

TAX-AIDE Job Responsibilities  Review DC Guide  Review Job Descriptions  SC, DC, LC, others  Tasks and Responsibilities  Review timetables, etc.  Establish objective  LC Meeting format  Calendar Aug

TAX-AIDE Recruiting ● Access the Recruiting System and it’s documentation ● Develop and implement procedures for processing applicants routed to the District ● Be prompt in conducting initial telephone interview/screening ● Maintain a current Status value as applicant progresses through the recruitment process ● Perhaps a pre-training orientation meeting for an overview ● Develop a mentoring program ● Develop process for Site assignment ● Ensure that contact with the applicant is maintained until final Status is determined 21

TAX-AIDE Technology – responsibilities and coordination ● DC signs onto the NVP for retrieving current data, reports and accessing the Inventory System ● Promote use of technology tools (such as TeamViewer, WebEx for webinars, State web sites) ● Support efforts to train volunteers in use of computers and latest technology at all of our sites ● Make certain all security for hardware, software and data is met Aug

TAX-AIDE Identify Best Practices ● Working with volunteers and partners in the District to enhance and improve performance of service to taxpayers ● As appropriate, work with coalitions to identify opportunities to expand and improve our service in the community ● Talk to LCs and other volunteers to identify good practices and ways to make our volunteer service more effective ● Use leader meetings to discuss best practices that can be used at other sites throughout the District Aug

TAX-AIDE Discussion/Questions Thank You Aug