CHAPTER 1-3: Guidelines for Opening

All taxpayers using the services offered through the VITA/TCE program can be confident they are receiving the very best customer service. The list below offers some suggestions for coordinators to provide the best customer experience at sites.

Setting customer expectations:

Determine your site’s scope of service including whether your site will prepare prior year and/or amended returns. Post this information at the site and on partner web pages
Post signage showing average wait times and required documents needed for return preparation
Provide a link to Form 13614-C, Intake/Interview and Quality Review Sheet, along with a list of documents needed for return preparation on partner web pages
Create a script for your telephone appointment scheduler that gives taxpayers a list of documents needed for return preparation

Have a process in place to address the following situations:

Weather/Emergency Closures - Determine how you will notify customers of weather or emergency closures
Taking the last customer - Determine when to stop taking customers at busy sites. Review daily operations to assess number of volunteers, as opposed to number of clients, to determine coverage and cut off times
Facilitated Self Assistance Sites (FSA) - Consider screening for simple returns that can be referred to any FSA site
Referrals - Network with other local partners to refer customers to sites that may specialize in certain tax scenarios
Resources - Have an up-to-date list of services offered at the IRS Taxpayer Assistance Centers (TAC), phone numbers and website information for other IRS offices and relevant organizations such as the State Department of Revenue, Social Security Administration, the federal and/or state marketplaces, etc.
Accommodations - Assist customers with disabilities such as mobility issues, hearing impairment, visual impairment, and service animals
Language Interpreter – Offer interpreter services using a designated volunteer or over-the-phone interpreter (OPI) service.
Technology - Address internet and printer connectivity issues

Things to consider for customer convenience:

Restrooms - Provide instructions to nearest restrooms
Refreshments - Provide light refreshments such as water and snacks
Parking - Provide parking information on web pages and at the site
Kids’ space - If space allows, provide a table or quiet space for children to play or color (provide crayons and coloring books)

CHAPTER 1: VITA/TCE Program Guidelines 13