Financial Stability Network

VITA Customer Scheduler

Catholic Charities manages an IRS-sponsored Voluntary Income Tax Assistance (VITA) site. The site provides tax return preparation (at no cost) for low- and moderate-income families on Saturdays from February 1 through April 15.  The VITA program is regarded as an important entry point to the full suite of financial literacy services offered by Catholic Charities.

Overall goal/mission: 

• The Scheduler is the first point of contact with prospective taxpayer clients and as such welcomes and introduces taxpayers to Catholic Charities and the VITA program.
• The Scheduler is responsible for welcoming taxpayers, clarifying eligibility rules, and explaining document requirements and taxpayer obligations.
• The Scheduler assists the taxpayer select a suitable appointment date and time.
• After an appointment is scheduled, the Scheduler communicates with the taxpayer to remind them of their appointment and help to ensure that the appointment is kept. 
• An overarching goal is to ensure that all of the appointment slots are filled and that VITA program goals are met.

Duties: 

• Respond to requests for tax appointments by potential taxpayers in writing, phone and/or text to schedule initial appointments and record the taxpayers’ contact information. Follow up with a detailed email and/or text with a summary of important information for the taxpayer about how to prepare for the appointment.
• Enter appointment information on the appropriate schedule.
• Once the appointment is scheduled, contact the taxpayer three times during the week preceding the appointment to remind them about the appointment, answer questions, and assist with rescheduling, etc. as needed.
• Respond to questions from taxpayers throughout the tax season.
• Inform the Scheduling Manager of your availability.

Qualifications: 

• Must be at least 18 years old.
• Ability to communicate clearly in writing and speaking.
• Attention to detail, ability to use online spreadsheets.
• Provide confidential and professional support to the taxpayers and be comfortable assisting low- and moderate-income individuals.

Availability: 

• Participate in training session for Schedulers.
• Communication with taxpayers can be done seven days a week.
• The scheduling season begins in January and continues through mid-April. Volunteer schedulers are asked to commit 8 hours per week.

Volunteer Benefits: 

• Make a positive difference in the economic lives of the taxpayers you work with. 
• Work remotely.

• The taxpayers who take advantage of the Catholic Charities VITA program are always appreciative of the time and energy of volunteers. The VITA program often serves as introduction to the other financial services offered by the FSN.

Volunteer Support: 

• Volunteers are supported by Catholic Charities staff, senior volunteers in the program, and professionals who provide training and administrative resources.