1. Intake/Interview (Form 13614-C)
Only Pages 1-3
(excludes consent pages)

2. Key to Improved Accuracy and Quality Return
Objective is to prepare a 100% accurate return
Intake/Interview & Quality Review Sheet (Form C) is a key tool to help in achieving that objective
Improve the data entry process
Provides notes and information for the preparer and the Quality reviewer that were obtained in the interview and might not be obvious from tax documents
Remember – for some this will be a difficult, trying experience
Giving their personal confidential information to a stranger
Will they owe more than they can afford
Will they get the refund they hope for
May have physical limitations
NTTC Training - TY2018

3. Engage the Taxpayer and Build Rapport
Put taxpayers at ease and build rapport
Introduce yourself with a smile
Intake form is not a test. It is ok if they don’t know all the answers
Ask open-ended questions
Questions that require more than yes or no answers
Remember awareness/sensitivity discussion
Speak clearly, allow taxpayer time to respond in their own words
Ask permission if you need to defer or discuss with another counselor
Remember – for some this will be a difficult, trying experience
Giving their personal confidential information to a stranger
Will they owe more than they can afford
Will they get the refund they hope for
May have physical limitations
NTTC Training - TY2018

4. Explain the Process
Will review the Intake Booklet, taxpayer tax documents, prior year return and verify identity documents
Return will be prepared
Return will be reviewed by another counselor – Quality Review
Done to ensure accuracy of your return – second set of eyes
Taxpayer/spouse will sign return
Return will be E-filed or taxpayer will mail return
Make sure taxpayer understands the steps you will follow that lead to his/her return being completed
Review of Intake Booklet and documents and last year’s return to make sure have everything and return is in scope
Data entry in TaxSlayer – will likely have questions as go through this
Your review of completed return with taxpayer – he/she knows better than anyone if spellings are correct, addresses correct, etc. plus chance to answer any questions
QR by a second set of eyes to make sure everything is correct
Will give copies of returns to taxpayer for their records
Will efile federal and state returns (unless there is a tax law related reason not to – we don’t prepare paper returns otherwise)
Will give them any local returns to mail if necessary
NTTC Training - TY2018

5. Intake Booklet First three pages similar to prior years
Counselors complete gray shaded areas
Discuss and change all “Unsure” to “Yes” or “No”
Make notes on the form to provide clarification during QR
Review Intake Booklet for out of scope items
Note (B), (A) or (HSA) by questions denotes level needed to prepare the return
Add notes on Intake Booklet of any additional information to assist quality reviewer
This is not an option – REQUIRED for each taxpayer/couple/family
Some taxpayers may have difficulty answering all the questions.
Client Facilitator (if you have one) can help
You will help as you review all questions and entries
NTTC Training - TY2018

6. Intake Booklet Page 1 Counselor to complete shaded area
Rarely see this completed!
NTTC Training - TY2018

7. Intake Booklet Page 3 Counselor to complete shaded area
Rarely see this completed!
NTTC Training - TY2018

8. Intake Booklet
Sort taxpayers’ documents for sources of income and expenses
Confirm needed documents or information is present
Taxpayer may need to go home for missing information
Verify tax year
Review for scope
Use the What’s In Scope from CORE
The counselor’s job is not just to input the taxpayer’s documents – it is to ensure they are preparing an accurate and complete tax return for the customer.
Not uncommon for taxpayers to mix multiple years of documents, so be sure have this year’s
Sort in Form 1040 order and leave in order so that QR person doesn’t have to hunt
NTTC Training - TY2018

9. Confirm Taxpayer Identity
Confirm identity of taxpayers with government-issued photo ID
Be aware if IDENTITY THEFT!
Confirm taxpayer identification number for every person listed on return
Social Security card or 1099-SSA benefits statement
ITIN letter
DC/LC approval required for exceptions
Be cognizant of IDENTITY THEFT!
Screening may be done initially by the client facilitator, but the trained counselor must ALSO complete this step.
If taxpayer and spouse are known by counselor and identity can be verified by counselor, that is acceptable.
NTTC Training - TY2018

10. ITIN/SOCIAL SECURITY CARDS
Policies and Procedures
6.6 Taxpayers must provide documented social security numbers or tax ID numbers for everyone listed on the tax return in order to reduce return rejects and reduce identity theft. While the SSN card or ITIN document is best, volunteers may validate social security numbers and individual taxpayer identification numbers by using last year’s prepared return, official documents issued by the Social Security Administration such as Social Security cards, income statements, such as SSA-1099s, and other documents issued by the Social Security Administration. Documents with truncated social security numbers (typically last four digits only) are acceptable if the number is consistent other tax documents, and if the taxpayer presents acceptable government issued photo ID. Volunteer judgment is appropriate and essential in SSN/ITIN verification. 
NTTC Training - TY2018

11. Resources AARP Portal Pub 4012 – Tab B
Intake and interview Video
Screening and Interview Training Slides
Pub 4012 – Tab B
Pub 5101 – Intake/Interview and Quality Review Training
CORE
What is in or out of scope
NTTC Training - TY2018

12. Screening and Interviewing
NTTC Training - TY2018