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Welcome to C.A.S.H. Advisor Training

Welcome to C.A.S.H. Advisor Training. Thank you for Volunteering Please sign in Take a Training Manual and Handouts Write your name on a tent card Show ID to instructor. Agenda. Welcome and Introductions Brief C.A.S.H. Overview C.A.S.H. – What’s New Volunteer Standards of Conduct

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Welcome to C.A.S.H. Advisor Training

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  1. Welcome to C.A.S.H. Advisor Training Thank you for Volunteering Please sign in Take a Training Manual and Handouts Write your name on a tent card Show ID to instructor

  2. Agenda • Welcome and Introductions • Brief C.A.S.H. Overview • C.A.S.H. – What’s New • Volunteer Standards of Conduct • BREAK • Review the C.A.S.H. tools & CA.S.H. Advisor Conversation • Sign up for Shifts & Training Evaluation

  3. Welcome & Introductions Please tell us about yourself: • Name • Career interest and/or hobbies • How did you hear about C.A.S.H.? • Your expectations

  4. All About C.A.S.H. Every Year, we: • Recruit & Train over 500 Volunteers • Serve approximately 13,000 low-income families • Help families receive over 20 Million Dollars in tax refunds & credits • Connect families to community programs, savings plans, and more

  5. Tips for C.A.S.H. Advisor • Wear casual clothing in line with clients • Arrive early to familiarize yourself with site activity • Sign-in & pick up weekly news • Wear name tag • Check accordion file for completeness • Be aware of representative/services available during your shift (interpreters, credit counselors, asset specialist, bank & health insurance reps) • If you are working the early shift, begin serving clients as soon as possible.

  6. Tips for C.A.S.H. Advisor (continued) • LISTEN to the client. Use open-ended questions. A bit of silence is OK • Do NOT answer questions beyond your scope of training. Refer ALL tax questions to quality reviewers or the site manager • When in doubt – consult your site manager • Do NOT send anyone away before checking with your Site Manager

  7. Tips for C.A.S.H. Advisor (continued) • If your availability changes, update schedule on Volunteer Hub and inform site manager. (Need help with Volunteer Hub? Call Berta: 295-5733) cash.volunteerhub.com • No clients to meet? • Help keep areas neat (chairs, toys, paper, trash, snow , etc.) • Ask the site manager what needs to be done

  8. C.A.S.H. Site Process

  9. New for 2014 Super Site Locations & Staffing • IRONDEQUOIT – NEW location in SAME PLAZA, next to liquor store • Managers: Jim Unckless& Alden Bashaw • Assistant Managers: Beulah LeShure& Paula Keneally • HENRIETTA -- NEW location in SAME PLAZA, next to Tuesday Morning • Managers: Karen Cofield & Marty VanScoter • Assistant Managers: Nicholas Iannucci & Norma Cummings • DOWNTOWN – 801 West Avenue, in the West End Business Center (formerly GRS) • Managers: Ellen Oberton, Octavio Garcia, & Vinie Murphy • Assistant Managers: Gracie Jackson & Ellen Oberton

  10. New for 2014 New Certification Levels for Tax Preparers • IRS Changed Certification Levels • We’ll have 2 types of Tax Preparers – “Advanced” and “Basic” • NEW tax preparers will be “Basic” to handle most returns • Most RETURNING tax preparers will be “Advanced” to handle self-employment, tuition credit and pensions.

  11. New for 2014 Changes to Intake Paperwork • IRS Intake Sheet will show what certification level is required for each situation • Make proper notation on front of C.A.S.H. Questionnaire • Minor changes to C.A.S.H. Questionnaire questions • “Work-Related Problems Survey” replaces Wage Theft, and will apply to more clients.

  12. New for 2014 “Save Your Refund” Promotion • $100 weekly prize drawing for taxpayers who split their refund • $25,000 Grand Prize at end of season • Great tool to encourage clients to save

  13. New for 2014 Consent Form no longer requires Name and Address – only signatures

  14. Volunteer Standards of Conduct(VSC)

  15. IRS Standards of Conduct I will follow the Quality Site Requirements I will not accept payment or solicit donations for tax return preparation. I will not solicit business from clients, nor make personal use of anything I learn about them. I will not knowingly prepare false returns. I will not be dishonest, nor engage in any conduct which could have a negative effect on the VITA/TCE Programs. I will treat all taxpayers in a professional, courteous, and respectful manner.

  16. IRS Standards of Conduct 1. I will follow the Quality Site RequirementsTwo QSR Requirements apply to C.A.S.H. Advisors: • All volunteers must complete VSC training and sign Form 13615 prior to working at a site. (That’s what you are doing now) • Guidelines discussed in Publication 4299, Privacy, Confidentiality, and Standards of Conduct – A Public Trust, must be followed.(We’ll cover this in detail when we discuss consent forms after the break)

  17. IRS Standards of Conduct 2. I will not accept payment, nor solicit donations for tax return preparation. • Volunteers CANNOT accept gifts or payment from clients • C.A.S.H. does not accept payments or donations at any of our sites. • Those who wish to support C.A.S.H. can visit our website to learn how to make a donation http://www.empirejustice.org/cash/ • To clients who insist on showing their gratitude, tell them cookies, brownies and pizza are always welcome and appreciated by C.A.S.H. volunteers!

  18. IRS Standards of Conduct 3. I will not solicit business from clients, nor make personal use of anything I learn about them. • No Avon books, no church literature, no selling for your kid’s fundraisers, no business cards • No contacting clients for any reason unrelated to C.A.S.H.

  19. IRS Standards of Conduct 4. I will not knowingly prepare false returns. • Does not directly apply to C.A.S.H. Advisors, but --- • EVERYBODY at C.A.S.H. is responsible for preparation of accurate & honest tax returns. • Do not assist clients in attempts to fraudulently increase their refund. • If you suspect a client is providing false information, notify your Site Manager.

  20. IRS Standards of Conduct 5. I will not be dishonest, nor engage in any conduct which could have a negative effect on the VITA/TCE Programs. • Every penny of the client’s refund must go directly to the client, whether by check mailed to their address or direct-deposited into their own account. • All C.A.S.H. volunteers must be citizens or legal residents of the United States.

  21. IRS Standards of Conduct 6. I will treat all taxpayers in a professional, courteous, and respectful manner. • Tax preparation is stressful for some of our clients, and wait times can be lengthy. Some clients will be impatient and testy. Be calm and helpful. • Treat every C.A.S.H. client like a “paying customer” • At all times, protect the client’s confidential information. Do not discuss their situation in a voice loud enough to be heard by other clients. Do not leave client paperwork sitting out unattended.

  22. Confidentiality All information you receive from taxpayers in your volunteer capacity is strictly confidential and should not be disclosed to unauthorized individuals.

  23. IRS Standards of Conduct Failure to comply with IRS conduct standards could result in: • Ending your participation at C.A.S.H. • Termination of C.A.S.H.’s partnership with IRS • Loss of C.A.S.H.’s funding • Permanent shut-down of C.A.S.H. • Criminal Investigation

  24. Standards of Conduct Test Take the test on Page 25. Let the instructor know when you are finished. This is an open book test. You are free to refer to information in the booklet. Question: Refer to: Page 5, 7 Inside Front Cover Inside Front Cover Page 7, top example Page 24, Answer 3 Page 23, “Summary of the Intake/Interview and Quality Review Process” Page 20, “Greet the Taxpayer” Page 23, “Summary of the Intake/Interview and Quality Review Process” Page 3, “QSR #2 Quality Review Process” Page 19, “SPEC QSS Reviews”

  25. BreakPlease show your test & Photo ID to instructorComplete Form 13615, sign it, and give to instructor

  26. Let’s look at the training manual, beginning on page13“The Conversation”

  27. The C.A.S.H. Advisor Conversation is your main job… make it great! • Be Friendly – Put your client at ease • Be Thorough – Pay attention to details • Be Quick – Try to finish in 10 minutes

  28. “At a Glance” Guide to the C.A.S.H Advisor Conversation is always at your fingertips • Page 39 of your manual • Front pocket of your Accordion File

  29. Engaging in the Conversation Step 1: Preparing for the Conversation & Introduction: (See pages13 – 14 of CASH Advisor Manual) • Get next client’s packet from Front Desk Manager. • BRIEFLY Review paperwork to prepare for the conversation • Go to waiting area and introduce yourself to client. • Take client to your work station. • Explain your role and tell client that tax prep will follow. • If client has urgent tax questions, DO NOT offer tax advice. If necessary ask a Quality Reviewer or Site Manager for help.

  30. C.A.S.H. Advisor Tools & Materials • Client Paperwork (White & Pink) • Disclosure & Use Consent Form (Blue) • CLIENT Envelope • C.A.S.H. Envelope (Beige cover sheet stapled on) • Guide to Community Resources • Accordion File

  31. C.A.S.H. Advisor Tools & Materials Client’s Paperwork The client is given paperwork to complete. The paperwork consist of 2 documents: • The “C.A.S.H. Questionnaire,” 3 pages, printed on WHITE paper • Form 13614-C, Intake/Interview & Quality Review Sheet, designed and mandated by the IRS, 4 pages, printed on PINK paper 31

  32. C.A.S.H. Advisor Tools & Materials.Client’s Paperwork • CASH Questionnaire (White) Client Interests and Needs • Top of Page 1: Income Eligibility • Page 1: Glance for clues of Client’s needs • Q13 – Q 22: Client's interests, opportunities for Asset Building • Q23 & Checklist on Page 3: Volunteer Use 32

  33. C.A.S.H. Advisor Tools & Materials.Client’s Paperwork • Form 13614-C (Pink) IRS Intake Form • Page 1: Name, marital status, address, dependents • . • Page 2: Income, expenses & life circumstances • Page 3 & 4 : disregard 33

  34. Engaging in the ConversationStep 2: Checking Eligibility and Documentation(See pages15– 21 of CASH Advisor Manual) Check Identification • Photo ID • Social Security cards/numbers and birth date for every person on the tax return • Double-check that client correctly copied Social Security numbers onto the forms

  35. Check Income Eligibility • IRS Intake Sheet -- Top of Page 2 tells you which income forms to see. • Review W-2s,1099s -- total up income • $40,000 or less without children • $55,000 or less with children Not sure about how to read the forms? Check the Guide to Income Forms on Page20of manual, or in the Front Pocket of your Accordion File

  36. Engaging in the ConversationStep 2: Checking Eligibility and Documentation Check other eligibility criteria: • ownership of a business (OK if no employees & expenses less than $10,000) • lived/worked outside NY State in 2013 • Military service in 2013 • “Yes” to questions NOT identified as (A) or (B) Any of the above – Notify Site Manager

  37. Engaging in the ConversationStep 2: Checking Eligibility and Documentation Documentation of Expenses Middle Section of Page 2 tells you which forms to see • Mortgage Interest • Real Estate Taxes • College Tuition • Child Care Expenses • Closing papers for 2013 purchase of home

  38. Engaging in the ConversationStep 2: Checking Eligibility and Documentation • . • After checking Client’s forms & documents, organize them for the tax preparer, and put into the CLIENT envelope. • Notify Site Manager if “Yes” to any question which is NOT identified as (A) or (B) • Note “A” or “B’ (or other) on front of C.AS.H. Questionnaire 38

  39. Engaging in the ConversationStep 2: Checking Eligibility and Documentation For ANY QUESTION about eligibility, check with your Site Manager • Don’t send away people we can help • Don’t have someone not eligible waiting

  40. If client can’t wait, or has missing documents, and must leave: • Complete the C.A.S.H. Advisor Conversation • Suggest they schedule an appointment (Front Desk Manager) • DO NOT keep any of the client’s paperwork. - Give the client BOTH envelopes to bring when they return. - Write “C.A.S.H. Advisor Completed” on the envelope. Engaging in the ConversationStep 2: Checking Eligibility and Documentation

  41. Engaging in the ConversationStep 3: Signing the Consent Forms(Page 22 of CASH Advisor Manual) • Privacy: • We do not share client’s identity unless they ask us to have someone contact them • DisclosureConsent allows us to: • Combine client data with others for reports to our funders (we need funding to provide free C.A.S.H. services) • UseConsent allows us to: • Share information about community resources & asset building

  42. Engaging in the ConversationStep 3: Signing the Consent Forms • If client is eligible, C.A.S.H. will prepare their tax return, regardless of whether consent is granted. • Please ENCOURAGE Consent • Data is essential to continue funding for C.A.S.H. • Consent helps clients Get, Keep & Grow their money • If consent is NOT granted, DO NOT continue the Advisor Conversation. Complete the paper work and escort the client to the waiting area.

  43. Engaging in the ConversationStep 3: Signing the Consent Forms MUST complete BOTH sides of the Form • Taxpayer Signature, whether granting OR denying consent

  44. Engaging in the ConversationStep 4: Connecting the Client to Community Resources(Pages 23-25of Manual) Community Resources • Page 2 of C.A.S.H. Questionnaire (WHITE) will help you understand your client’s needs • Use the Conversation Guide to identify the appropriate Community Resources

  45. Engaging in the ConversationStep 4: Connecting the Client to Community Resources On-site information sources: • Accordion File – for handouts • CASH Guide to Community Resources –circle items

  46. C.A.S.H. Advisor Tools & Materials.C.A.S.H Guide to Community Services Food and Nutrition: Emergency Food, Food Stamps / SNAP, WIC program, MCLAC Nutrition Outreach, Growing up Healthy Hotline Housing: Remodeling Loans, Low-Cost Rentals, Reverse Mortgages, Foreclosure Prevention, Buying a Home Child Care

  47. C.A.S.H. Advisor Tools & Materials.C.A.S.H Guide to Community Services Heating: HEAP (Home Energy Assistance Program), Heating Assistance, Weatherization, NYSERDA Energy Programs Health: Medicare Questions, Cancer Education & Job Training: Prepare for G.E.D. & SAT Tests, Job Classes Tax Problems

  48. C.A.S.H. Advisor Tools & Materials.C.A.S.H Guide to Community Services Computers: Refurbished Computers Legal Help: Family Issues & Bankruptcy, Mortgages & Contracts Money Management Training Credit: Credit Counseling, Free Credit Reports, Stduent Loan Counseling

  49. C.A.S.H. Advisor Tools & MaterialsAccordion File Accordion File • Front Pocket has your “cheat sheets” • Handouts on Health, Job Training, Credit Reports & More • Work-Related Problems Survey • Savings Bond Worksheet • “Save Your Refund” Promotion • Volunteer sign-up forms

  50. Page 1, Q 7 & Q 8 If answer to either is “prepare my own taxes,” this client might be a good candidate for FAST @ CASH, our do-it-yourself option. Ask if the client would like to try preparing their own tax return today (if the site is busy, it might be faster). If the client says “yes” or wants to learn more, introduce to the Assistant Site Manager after your conversation. Page 1, Q 10 Clients who answer “yes” to becoming a volunteer should fill out the CASH Volunteer Form. Paper copy in Accordion File can be completed and left with you, or the client can complete the survey online at the public computer. Special Items on CASH Questionnaire

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