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.