Careers

Overview Campaign For Working Families

Campaign For Working Families Inc., mission is to champion the financial well-being and economic mobility of individuals and families by leading programming and advocating for policies, initiatives, and support systems that ensure equitable opportunities and financial stability. CWF is driven by the belief that every individual and family deserves respect, dignity, and the tools/information to succeed, and CWF is committed to enacting positive change at both the policy and grassroots levels by fostering a culture of empathy, data-driven decision-making, and collective action. The following core values serve as a guiding framework for the Campaign for Working Families, helping to define its mission, goals, and actions in support of individuals and families throughout its communities:

1. Equity and Inclusion: We believe in a society where all individuals and families, regardless of their background, race, gender, or socioeconomic status, have equal opportunities and access to resources.

2. Family-Centered Approach: We prioritize policies and initiatives to support the well-being, stability, and growth of families, recognizing that strong families are the foundation of a thriving society.

3. Collaboration and Partnerships: We value collaboration with other organizations, governments, businesses, and individuals who share our commitment to the well-being of working families.

4. Data-Driven Decision-Making: We rely on evidence and data to inform our policies and initiatives, ensuring that our efforts are effective and impactful.

5. Respect and Dignity: We treat all individuals with respect and dignity, recognizing the inherent worth of every member of a working family, and striving for a society that upholds these values.

The Call Center Manager for the Campaign for Working Families is responsible for overseeing and managing all call center operations, ensuring high-quality service delivery and efficient workflow. This role includes strategic planning, staff supervision, performance monitoring, and process improvement. The Manager will handle administrative duties, stakeholder communication, and Call Center development.

Operational Management

Daily Operations: Oversee the day-to-day operations of the call center, ensuring that all processes run smoothly and efficiently.
Workflow Management: Develop and implement effective workflow processes to maximize efficiency and customer satisfaction.
Performance Monitoring: Monitor call center metrics and key performance indicators (KPIs) to ensure high levels of service and operational efficiency.

Strategic Planning

Goal Setting: Collaborate with the senior/leadership team to set strategic goals and objectives for the call center.
Policy Development: Develop and implement policies and procedures to ensure consistency, efficiency, and compliance with organizational standards.
Continuous Improvement: Identify areas for improvement and implement strategies to enhance call center performance and customer service.

Team Leadership

Supervision: Lead and supervise call center staff, including hiring, training, and performance management.
Staff Development: Provide ongoing training and development opportunities to ensure staff are well-equipped to meet performance expectations.
Performance Reviews: Conduct regular performance evaluations, providing constructive feedback to support staff growth and development.

Customer Service

Service Quality: Ensure high-quality customer service by implementing best practices and monitoring customer interactions.
Issue Resolution: Address and resolve escalated customer issues and complaints promptly and effectively.
Customer Feedback: Collect and analyze customer feedback to improve service delivery and customer satisfaction.

Technology and Systems

System Management: Oversee the selection, implementation, and maintenance of call center technology and systems.
Data Analysis: Utilize data analytics to monitor performance, identify trends, and make data-driven decisions.
Troubleshooting: Address technical issues and coordinate with IT support to resolve system-related problems.

Collaboration and Communication

Internal Collaboration: Work closely with other departments to ensure alignment of call center activities with organizational goals.
External Communication: Liaise with external stakeholders, partners, and vendors to support call center operations and initiatives.
Reporting: Provide regular updates to the senior/leadership team on call center performance and strategic initiatives.

Competencies

Leadership: Demonstrates strong leadership skills to guide and inspire a call center team, fostering a collaborative and productive work environment.
Strategic Thinking: Ability to develop and implement strategies that align with the organization’s mission and long-term goals.
Analytical Skills: Proficient in analyzing data, identifying trends, and making data-driven decisions.
Communication: Excellent verbal and written communication skills to effectively convey information to various stakeholders.
Customer Focus: Commitment to delivering high-quality customer service and enhancing the customer experience.

Knowledge

Call Center Operations: In-depth knowledge of call center operations, including workflow processes, performance metrics, and best practices.
Customer Service: Understanding of customer service principles and techniques to ensure high levels of customer satisfaction.
Technology: Familiarity with call center technology, including telephony systems, CRM software, and data analytics
Data Management: Proficiency in data collection, analysis, and reporting to track performance and inform strategic decisions.

Skills

Operational Management: Skilled in managing call center operations, including workflow management and performance monitoring.
Team Leadership: Proficient in leading and supervising a team, providing guidance, support, and professional development.
Problem-Solving: Strong problem-solving abilities to identify and address operational and customer service challenges.
Performance Analysis: Ability to analyze performance data and make informed decisions to improve call center operations.

Abilities

Attention to Detail: Keen attention to detail to ensure accuracy in operations, data management, and reporting.
Time Management: Ability to manage multiple tasks and projects simultaneously, ensuring timely completion of responsibilities.
Adaptability: Flexibility to adapt to changing circumstances, new information, and emerging opportunities in the call center environment.
Collaboration: Ability to work collaboratively with the executive team, staff, and external stakeholders.
Customer Orientation: Strong focus on customer needs and a commitment to delivering exceptional service.

Supervisory Duties and Responsibilities

Education

Associate or Bachelor’s Degree: An Associate or Bachelor’s degree in Business Administration, Management, Communications, or a related field is required.

Experience

Call Center Management: A minimum of 7-10 years of experience in call center management, including overseeing operations, workflow, and staff.
Customer Service: At least 5 years of experience in customer service management, with a strong understanding of customer service principles and best practices.
Supervisory Experience: Proven experience in supervising and developing a call center team, fostering a collaborative and high-performing work environment.
Performance Monitoring: Experience in monitoring call center metrics and KPIs to ensure high levels of service and operational efficiency.
Technology Management: Experience in managing call center technology and systems, including telephony and CRM software.

Call Center Supervisor
Call Center Agents (if applicable)

Other Specialties, Certifications, Physical Requirements, and Work Conditions

Regular, predictable attendance is required.
This position operates in an office setting and/or work from home and routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Exertion of physical strength to lift, carry, push, pull, or otherwise move objects up to 10 pounds. Work involves sitting, walking, and standing is often necessary in carrying out job duties.

Please send your resumé to: careers@cwfphilly.org

Tax Season Opportunities

Drop-Off Manager

Overview Campaign For Working Families

Campaign for Working Families, Inc. (CWF) champions the financial well-being and economic mobility of individuals and families through programs, advocacy, initiatives, and support systems that promote equitable opportunity and financial stability. CWF believes every individual and family deserves respect, dignity, and access to the tools and information needed to succeed. CWF advances positive change at the policy and grassroots levels through empathy, data-driven decision-making, and collective action. The following core values guide CWF’s mission, goals, and service to individuals and families throughout its communities:

1. Equity and Inclusion: We believe all individuals and families, regardless of background, race, gender, or socioeconomic status, should have equitable opportunities and access to resources.

2. Family-Centered Approach: We prioritize policies and initiatives that support family well-being, stability, and growth, recognizing that strong families are the foundation of thriving communities.

3. Collaboration and Partnerships: We value collaboration with organizations, government agencies, businesses, educational institutions, and individuals who share our commitment to working families.

4. Data-Driven Decision-Making: We use evidence and data to guide policies, programs, and operational decisions, ensuring that our efforts are effective and impactful.

5. Respect and Dignity: We treat every individual with respect and dignity, recognize each person’s inherent worth, and work to create systems that uphold these values.

The Drop-Off Manager is responsible for handling and ensuring the timely completion of all drop-off tax returns assigned to one or more CWF tax sites. The Manager controls the drop-off inventory from initial receipt through secure document return; confirms complete intake, consent, and document inventory; assigns returns to appropriately certified Tax Associates and Senior Tax Analysts; monitors preparation, taxpayer interview, missing information follow-up, quality review, correction, signature, and delivery; maintains accurate status records; and escalates aging, complex, rejected, or unresolved returns. The role protects taxpayer documents and information, coordinates workload across assigned sites, communicates realistic completion expectations, and ensures no return is transmitted or represented as complete before every required CWF and IRS VITA/TCE step has been satisfied.

Drop-Off Program Ownership and Completion

Maintain responsibility for the full inventory and completion status of all drop-off returns assigned to the designated tax site or sites.
Manage each return through receipt, intake validation, document inventory, assignment, taxpayer interview, preparation, missing-information resolution, independent quality review, correction, taxpayer approval and signatures, transmission readiness, document return, and closeout.
Establish daily priorities based on intake date, filing deadline, taxpayer commitment, return complexity, document completeness, staff certification, and operational risk.
Review the open-return inventory at the beginning and end of each shift and take action on returns that are idle, aging, approaching deadlines, or awaiting unresolved follow-up.
Ensure no drop-off return is lost, overlooked, duplicated, prematurely closed, transmitted without authorization, or left unresolved without documented escalation.
Coordinate completion across more than one tax site when assigned and maintain clear site-specific ownership, location, and status records.

Intake Validation and Secure Document Control

Confirm each drop-off package contains a complete IRS intake and interview form, required CWF forms and consents, accurate taxpayer contact information, legible source documents, identification documentation, and an itemized document inventory.
Identify incomplete intake, missing signatures, inconsistent information, absent documents, or visible scope concerns before assigning the return for preparation.
Ensure each package is labeled and stored using approved identifiers and secure physical or electronic controls without exposing taxpayer information.
Maintain chain-of-custody records whenever documents or return responsibility move among intake staff, preparers, reviewers, sites, secured storage, or the taxpayer.
Verify taxpayer identity and authorization before releasing source documents, completed returns, copies, or information.
Immediately report missing documents, damaged records, unauthorized access, misdirected information, or suspected data exposure.

Assignment and Workflow Management

Assign returns only to Tax Associates whose current IRS certification, state or local certification, CWF approval, and system access match the return’s expected scope.
Balance assignments based on preparer and reviewer capacity, complexity, aging, deadlines, language needs, work location, and performance history.
Maintain an accurate status for every return, including awaiting intake correction, ready for assignment, in preparation, awaiting taxpayer interview, awaiting documents, in quality review, returned for correction, awaiting signature, ready for delivery, completed, referred, or closed incomplete.
Coordinate with Tax Site Coordinators to secure adequate preparer and quality-review coverage and raise capacity concerns before backlogs become unmanageable.
Reassign returns promptly when personnel are absent, an assignment exceeds certification, progress stalls, or completion is otherwise at risk.
Prevent staff from removing taxpayer documents, using unapproved communication tools, or retaining work outside approved secured locations and systems.

Taxpayer Interview and Follow-Up

Ensure the required taxpayer interview is completed by an appropriately certified individual and that unclear intake responses or conflicting documents are resolved directly with the taxpayer.
Contact taxpayers through approved methods regarding missing information, questions, estimated completion, signature appointments, document pickup, rejected-return follow-up, or referrals.
Maintain dated notes of contact attempts, information received, commitments, unresolved questions, and next actions without placing unnecessary sensitive information in logs.
Provide realistic completion expectations and avoid promising refund amounts, acceptance, processing dates, or outcomes.
Escalate repeated contact failures, approaching filing deadlines, taxpayer complaints, language or accessibility barriers, and returns that cannot be completed within program scope. Close incomplete or abandoned files only with appropriate approval and documentation under CWF procedures.

Quality Review, Corrections, and Finalization

Ensure every prepared drop-off return receives an independent quality review by an authorized Senior Tax Analyst or other designated reviewer before taxpayer signature or transmission.
Track reviewer findings, return corrections to the assigned preparer, monitor correction completion, and confirm final approval is documented.
Verify completion of required consents, taxpayer review, identity checks, banking confirmation, signatures, copies, and document-return steps before closing the file.
Monitor rejected, held, or validation-failed returns assigned for follow-up and ensure corrections or taxpayer communications occur within established timelines.
Ensure out-of-scope, unsupported, or unresolved returns are referred appropriately and are not forced through the preparation process to meet production goals.
Coordinate with tax leadership regarding amended returns, extensions, identity-theft issues, casualty matters, complex schedules, or other special cases within approved service models.

Reporting, Backlog Control, and Escalation

Prepare accurate daily or scheduled reports showing returns received, completed, aging, awaiting documents, awaiting taxpayer contact, in preparation, in quality review, awaiting signature, rejected, referred, or otherwise unresolved.
Communicate backlog size, completion forecasts, staffing needs, quality trends, taxpayer concerns, security risks, and deadline exposure to the Tax Site Coordinator and tax operations leadership.
Escalate returns that exceed established aging thresholds, remain inactive, lack qualified staff, involve repeated errors, present scope concerns, or may miss a filing deadline.
Develop and execute approved backlog-reduction plans, including workload redistribution, added review coverage, scheduled taxpayer contact, or transfer among sites.
Reconcile tracking records with physical and electronic files routinely and immediately investigate any discrepancy.
Complete end-of-season reconciliation showing the final disposition of every drop-off return and confirm all taxpayer documents are returned, secured, or handled according to policy.

Leadership, Compliance, and Site Collaboration

Provide day-to-day workflow direction to staff, interns, and volunteers assigned to drop-off intake, preparation, review, follow-up, or document return.
Enforce IRS Volunteer Standards of Conduct, Intake/Interview and Quality Review procedures, Quality Site Requirements, certification boundaries, CWF policies, and privacy safeguards.
Coach assigned personnel on status documentation, secure handling, taxpayer communication, timely handoffs, and completion expectations.
Partner with Tax Site Coordinators, Senior Tax Analysts, Intake Specialists, Tax Associates, and tax operations leadership to resolve barriers without weakening quality requirements.
Immediately report suspected fraud, identity theft, coercion, unauthorized access, data exposure, misconduct, threats, injuries, or other material incidents.
Participate in required training, meetings, performance feedback, site reviews, and closeout activities and perform related duties assigned by tax operations leadership.

Workload and Completion Management
• Maintains complete visibility into a multi-step return inventory and drives timely action from receipt through final disposition.
• Prioritizes aging, deadlines, complexity, staffing capacity, taxpayer commitments, and operational risk.

Organization and Document Control
• Keeps precise status, assignment, contact, chain-of-custody, and completion records.
• Protects physical and electronic information and promptly reconciles discrepancies.

Tax-Site and Quality Knowledge
• Understands VITA/TCE workflow, certification scope, required interviews, independent quality review, signatures, transmission readiness, and rejected-return follow-up.
• Recognizes out-of-scope, high-risk, incomplete, or unsupported returns and escalates appropriately.

Leadership and Communication
• Assigns work clearly, follows up consistently, coordinates across sites, and communicates backlogs or risks early.
• Provides respectful direction to staff and clear, realistic information to taxpayers.

Integrity, Judgment, and Client Focus
• Maintains confidentiality, resists pressure to bypass required steps, and protects taxpayer documents and interests.
• Provides equitable, dignified service and makes timely decisions during high-volume periods.

Technology and Data
• Uses tax software, spreadsheets, appointment and tracking systems, scanners, email, and reporting tools effectively.
• Produces accurate inventory and aging reports that support operational decisions

Education

High school diploma or equivalent required.
Associate or bachelor’s degree in accounting, finance, business, operations, public administration, or a related field preferred.

Experience and Credentials

At least two tax seasons of VITA/TCE, individual income-tax preparation, quality review, drop-off processing, or comparable tax operations experience strongly preferred.
Experience coordinating work queues, case inventories, document control, multi-step client services, or deadline-driven operations required.
Ability to obtain and maintain IRS Volunteer Standards of Conduct, Intake/Interview and Quality Review, Advanced, and other state, local, specialty, or managerial certifications required by CWF.
Demonstrated ability to track a high volume of open items, assign work, follow up consistently, resolve bottlenecks, and meet filing deadlines.
Strong attention to detail, written documentation, customer service, problem-solving, de-escalation, and communication skills.
Proficiency with tax software, spreadsheets, email, scanners, electronic document systems, and tracking or reporting tools.
Bilingual or multilingual ability is valued based on community and site needs.

Other Specialties, Certifications, Physical Requirements, and Work Conditions

Provides daily functional direction to Intake Specialists, Tax Associates, interns, volunteers, Senior Tax Analysts, and other personnel assigned to drop-off workflow. Formal personnel supervision and employment decisions remain with the Tax Site Coordinator, tax operations leadership, and Human Resources.

This is a temporary, seasonal position. Work dates, weekly hours, assigned location, and continuation of employment depend on tax-season needs, funding, site schedules, performance, and client demand.
Regular, predictable attendance is required. Evening, weekend, extended, and holiday hours may be required during training, site launch, peak filing periods, deadlines, and closeout.
The position may operate at CWF offices, tax sites, partner facilities, community locations, or in an approved virtual setting and may be reassigned based on operational need.
The position routinely uses computers, phones, tax software, appointment and data systems, scanners, printers, and other office equipment.
The position requires prolonged sitting or standing, frequent interaction with the public, movement throughout the tax site, and the ability to lift or move materials weighing up to 10 pounds.
The employee must maintain taxpayer confidentiality, safeguard personally identifiable information, follow
CWF and IRS security requirements, and immediately report suspected privacy or security incidents.
Employment is contingent upon completing required onboarding, training, background or screening requirements, and IRS certifications established for the assignment.

Please send your resumé to: careers@cwfphilly.org

Intake Specialist

Overview Campaign For Working Families

1. Equity and Inclusion: We believe all individuals and families, regardless of background, race, gender, or socioeconomic status, should have equitable opportunities and access to resources.

4. Data-Driven Decision-Making: We use evidence and data to guide policies, programs, and operational decisions, ensuring that our efforts are effective and impactful.

5. Respect and Dignity: We treat every individual with respect and dignity, recognize each person’s inherent worth, and work to create systems that uphold these values.

The Intake Specialist is the first point of contact for clients entering CWF’s tax services and is responsible for welcoming clients, confirming preliminary program eligibility, organizing client flow, reviewing required documents for completeness, supporting completion of the IRS intake and interview form, obtaining required consents, and routing each client to an appropriately certified Tax Associate. The Intake Specialist provides accurate service information, maintains privacy, updates appointment and tracking systems, identifies missing information, and communicates concerns to the Tax Site Coordinator. The position does not determine tax law, prepare or quality review returns unless separately trained, certified, and assigned to perform those functions.

Client Welcome and Check-in

Greet each client promptly, confirm appointment or walk-in status, explain the service process, and provide realistic information regarding wait times and next steps.
Confirm the client is seeking a service offered at the site and apply CWF’s preliminary eligibility and scope screening questions without making unauthorized tax determinations.
Enter or verify client contact and appointment information accurately in approved systems.
Maintain an orderly waiting area, protect client privacy during conversations, and alert the Tax Site Coordinator to access, safety, language, or service concerns.
Provide courteous, equitable, culturally responsive service to clients with varied backgrounds, abilities, languages, and levels of tax knowledge.

Document Screening and Intake Completion

Review identification, Social Security or taxpayer-identification documents, income statements, expense records, prior-year returns when relevant, banking information, health-coverage documents, and other required materials using the approved checklist.
Support clients in completing every applicable question on the current IRS intake and interview form while requiring the client to provide the underlying information.
Identify unanswered questions, inconsistent responses, missing documents, name or number discrepancies, and other visible intake gaps; refer tax-law questions to a certified preparer or quality reviewer.
Confirm required consents, disclosures, signatures, and service acknowledgements are completed before routing the client.
Organize documents in the approved order and never alter, interpret, or create taxpayer records.
Clearly explain what information is missing and the approved options for rescheduling, drop-off, follow-up, or referral.

Client Flow and Routing

Route clients based on service type, certification need, appointment sequence, accessibility needs, language needs, site capacity, and direction from the Tax Site Coordinator.
Maintain accurate status information for clients waiting, in preparation, in quality review, awaiting documents, or completing departure steps.
Coordinate respectfully with Tax Associates, Senior Tax Analysts, interns, volunteers, and site leadership to prevent lost paperwork, duplicate work, or avoidable delays.
Monitor the waiting area and notify site leadership when volume, wait time, client distress, or staffing conditions require intervention.
Follow approved procedures for drop-off check-in, document inventory, labeling, secure transfer, status tracking, and client receipts when assigned.

Privacy, Security, and Compliance

Follow IRS Volunteer Standards of Conduct, Intake/Interview and Quality Review requirements applicable to the role, Quality Site Requirements, CWF policies, and taxpayer privacy rules.
Keep documents attended or secured, position screens to protect information, use approved communication methods, and discuss taxpayer matters only with authorized individuals.
Verify identity and authorization before releasing documents or information according to CWF procedures.
Immediately report suspected identity theft, fraud, unauthorized access, lost documents, data exposure, threats, harassment, discrimination, or other incidents.
Perform only functions authorized by current certification, training, assignment, and system access.

Administrative and Site Support

Answer routine questions regarding hours, locations, appointments, required documents, service steps, and available CWF referrals using approved information.
Use appointment, check-in, document-tracking, communication, and data systems accurately and maintain required paper or electronic logs.
Assist with scanning, copying, document organization, supply preparation, signage, workstation setup, client follow-up, and site closeout as assigned.
Participate in required training, meetings, coaching, observations, and performance feedback.
Perform related seasonal tax-site duties assigned by the Tax Site Coordinator or tax operations leadership.

Client Service and Communication
• Welcomes clients respectfully, listens carefully, explains processes clearly, and remains calm during high volume periods.
• Uses sound judgment when referring tax, language, accessibility, conflict, or safety concerns.

Accuracy and Organization
• Reviews documents and intake forms carefully, maintains accurate status information, and follows established checklists.
• Manages multiple clients and changing priorities without losing documents or skipping required steps.

Confidentiality and Integrity
• Protects taxpayer information and follows identity, consent, records, and security requirements.
• Works only within assigned duties and immediately reports suspected risk or misconduct.

Teamwork and Adaptability
• Coordinates effectively with preparers, quality reviewers, interns, volunteers, and site leadership.
• Accepts coaching, learns new procedures, and adjusts to client volume and site needs.

Technology
• Uses computers, appointment systems, scanners, email, and tracking tools accurately.
• Learns CWF systems and follows authorized access procedures.

Education

High school diploma or equivalent required.
College coursework or training in business, accounting, customer service, social services, or a related field preferred.

Experience and Credentials

• Prior customer-service, reception, administrative, community-service, tax-site, or high-volume public-facing experience preferred.
• Ability to obtain and maintain IRS Volunteer Standards of Conduct and Intake/Interview and Quality Review certifications plus other training required by CWF.
• Strong attention to detail, organization, active listening, verbal communication, and customer-service skills.
• Ability to read forms, compare documents, follow checklists, enter information accurately, and maintain confidentiality.
• Basic proficiency with computers, email, data-entry systems, scanners, and office equipment.
• Bilingual or multilingual ability is strongly valued based on community and site needs.

Other Specialties, Certifications, Physical Requirements, and Work Conditions

This position has no formal supervisory responsibility. The Intake Specialist may assist newly assigned interns or volunteers with approved intake procedures when directed by the Tax Site Coordinator.

This is a temporary, seasonal position. Work dates, weekly hours, assigned location, and continuation of employment depend on tax-season needs, funding, site schedules, performance, and client demand.
Regular, predictable attendance is required. Evening, weekend, extended, and holiday hours may be required during training, site launch, peak filing periods, deadlines, and closeout.
The position may operate at CWF offices, tax sites, partner facilities, community locations, or in an approved virtual setting and may be reassigned based on operational need.
The position routinely uses computers, phones, tax software, appointment and data systems, scanners, printers, and other office equipment.
The position requires prolonged sitting or standing, frequent interaction with the public, movement throughout the tax site, and the ability to lift or move materials weighing up to 10 pounds.
The employee must maintain taxpayer confidentiality, safeguard personally identifiable information, follow CWF and IRS security requirements, and immediately report suspected privacy or security incidents.
Employment is contingent upon completing required onboarding, training, background or screening requirements, and IRS certifications established for the assignment

Please send your resumé to: careers@cwfphilly.org

Resource Specialist

Overview Campaign For Working Families

1. Equity and Inclusion: We believe all individuals and families, regardless of background, race, gender, or socioeconomic status, should have equitable opportunities and access to resources.

4. Data-Driven Decision-Making: We use evidence and data to guide policies, programs, and operational decisions, ensuring that our efforts are effective and impactful.

5. Respect and Dignity: We treat every individual with respect and dignity, recognize each person’s inherent worth, and work to create systems that uphold these values.

The Seasonal Resource Specialist expands access to CWF’s family-stability and economic-mobility services by rotating among assigned tax sites and engaging tax filers while they receive tax preparation services. The Specialist screens clients for potential public-benefit eligibility; assists with applications and enrollment for available benefits, including Pennsylvania’s Property Tax/Rent Rebate Program (PACE); explains CWF’s family stability, financial capability, asset-building, matched-savings, public-benefits, and related services; completes warm referrals; documents services and outcomes; and follows up on incomplete applications. The role reports to the Director or Manager of Family Stability and works closely with tax-site leadership without interrupting required tax preparation, quality review, confidentiality, or client-flow procedures. The Specialist must obtain IRS Basic tax certification to understand the tax-site environment and support informed client engagement but prepares returns only when separately assigned and authorized.

Tax-Site Outreach and Client Engagement

Travel among assigned CWF tax sites according to the approved seasonal deployment schedule and adjust coverage based on client volume, program priorities, staffing, and direction from Family Stability leadership.
Coordinate daily arrival, workspace, outreach timing, client routing, and service expectations with the Tax Site Coordinator or designated site leader.
Engage tax filers respectfully in waiting areas, intake transitions, post preparation activities, scheduled appointments, or other approved points without delaying tax service or compromising privacy.
Provide brief, accurate explanations of available benefits and CWF services, determine whether the client wants additional assistance, and obtain appropriate consent before collecting information.
Use approved outreach materials, scripts, eligibility tools, referral forms, and enrollment platforms and maintain a professional, visible, approachable presence at each site.
Support language access, disability access, cultural responsiveness, dignity, and equitable participation for diverse individuals and families.

Public-Benefit Screening and Enrollment

Conduct preliminary screening for public benefits using current eligibility guidelines, approved tools, and information provided by the client.
Assist eligible or potentially eligible clients with applications, renewals, document collection, account creation, consent, submission, and status follow up for approved benefit programs.
Explain eligibility factors, required documentation, application steps, deadlines, verification requests, and next actions in clear language while avoiding guarantees of eligibility or approval.
Review applications for completeness and visible inconsistencies before submission and help clients address missing information through approved procedures.
Refer complex eligibility, immigration, legal, tax, appeal, overpayment, fraud, or case-resolution issues to Family Stability leadership or another qualified resource.
Remain current on benefit rules, income limits, household definitions, documentation requirements, deadlines, program changes, and referral resources relevant to assigned communities.

PACE and Property Tax/Rent Rebate Assistance

Educate potentially eligible tax filers about Pennsylvania’s Property Tax/Rent Rebate Program and CWF’s available PACE application assistance.
Screen for potential eligibility using current age, disability, widow or widower, residency, income, property tax, rent, and other program criteria established by the Commonwealth and CWF.
Assist clients in gathering required income, identification, property-tax, rent, landlord, rebate, and supporting documentation and completing approved application steps.
Coordinate with tax preparers when tax-return information may support the benefit application while maintaining role boundaries, taxpayer consent, and secure information handling.
Track incomplete applications, missing documents, client contact attempts, submissions, approvals, denials, and unresolved matters according to program requirements.
Escalate unusual eligibility questions, conflicting documentation, deadline concerns, appeals, suspected misrepresentation, or cases outside the Specialist’s authority.

CWF Services, Warm Referrals, and Client Follow-Up

Inform clients about relevant CWF services, which may include Family Stability, public-benefit access, financial education, financial coaching, asset building, matched savings, workforce opportunities, tax controversy assistance, and partner resources.
Match referrals to the client’s stated needs and explain the purpose, basic eligibility, expected process, required next step, and appropriate contact information.
Complete warm handoffs to CWF staff or trusted partners whenever practical rather than providing only general information.
Schedule appointments, submit referral forms, document client consent, and conduct timely follow-up on incomplete or pending services as assigned.
Avoid representing that enrollment, funding, assistance, placement, savings incentives, legal outcomes, or other services are guaranteed.
Identify urgent concerns involving housing instability, utility shutoff, food insecurity, safety, or other immediate hardship and follow CWF escalation and referral procedures.

Documentation, Data, and Performance

Enter complete, accurate, and timely screening, application, referral, consent, follow-up, and outcome information in approved CWF or partner systems.
Maintain daily records of sites visited, clients engaged, screenings completed, applications started or submitted, PACE activity, referrals, follow-up needs, and service outcomes.
Protect client information by collecting only what is required, using approved systems, securing documents, and avoiding sensitive discussions in public areas.
Reconcile open applications and referrals regularly and notify Family Stability leadership of aging items, missing documentation, unreachable clients, system barriers, or approaching deadlines.
Submit required productivity, outcome, narrative, and incident reports by established deadlines and correct documentation errors promptly.
Use client feedback, referral patterns, site results, and application outcomes to recommend outreach, workflow, training, or service improvements.

Tax-Site Coordination and IRS Certification

Complete and maintain IRS Volunteer Standards of Conduct, Intake/Interview and Quality Review, Basic tax law, and other training or certification required by CWF before or during site assignment.
Use tax knowledge to understand the client-service environment, identify appropriate engagement points, communicate effectively with tax personnel, and recognize possible benefit connections.
Do not provide tax advice, interpret a tax return, modify taxpayer information, or prepare or quality-review returns unless separately authorized, certified, and assigned to that function.
Follow Tax Site Coordinator direction concerning client flow, work areas, safety, opening and closing, technology, host-site rules, and incident response while remaining accountable to Family Stability leadership for program work.
Coordinate with Intake Specialists, Tax Associates, Senior Tax Analysts, Drop-Off Managers, interns, volunteers, and call-center staff to support accurate referrals and avoid duplication.
Participate in required tax-season meetings, training, coaching, program updates, observations, and closeout activities.

Compliance, Confidentiality, and Professional Conduct

Follow CWF policies, IRS Volunteer Standards of Conduct, program requirements, informed-consent procedures, privacy rules, data-security standards, and partner agreements.
Obtain client permission before accessing, using, or sharing tax, benefit, financial, household, health, or other personal information for an additional service.
Use only authorized accounts, devices, systems, storage locations, and communication methods and never share passwords or system credentials.
Immediately report suspected fraud, identity theft, coercion, unauthorized access, data exposure, discrimination, harassment, threats, injuries, or other material incidents.
Maintain appropriate professional boundaries and provide factual information without legal advice, tax advice beyond authorization, eligibility guarantees, or personal financial recommendations.
Perform related seasonal Family Stability and client-resource duties assigned by the Director or Manager of Family Stability.

Public-Benefit Knowledge
• Understands common federal, state, and local public benefits, eligibility factors, documentation, application processes, renewal requirements, and referral resources.
• Uses current guidance and approved screening tools and recognizes when a matter requires escalation.

Client Engagement and Service
• Approaches clients respectfully, listens carefully, explains complex processes in plain language, and motivates appropriate next steps without pressure.
• Provides trauma-informed, family-centered, culturally responsive service with patience, empathy, and professional boundaries.

Organization and Follow-Through
• Manages multiple sites, applications, referrals, deadlines, documents, and follow-up commitments reliably.
• Maintains accurate records and closes the loop on incomplete or pending services.

Communication and Collaboration
• Communicates clearly with clients, Family Stability staff, tax-site personnel, government agencies, and community partners.
• Coordinates work across departments while respecting operational authority, confidentiality, and role boundaries.

Technology and Data
• Uses benefit portals, case-management systems, spreadsheets, email, scanners, virtual tools, and tax-site technology effectively.
• Produces accurate service and outcome data and identifies discrepancies promptly.

Integrity, Equity, and Judgment
• Protects sensitive information, obtains informed consent, applies eligibility guidance consistently, and avoids promises or unauthorized advice.
• Recognizes urgent needs, compliance risks, or matters outside scope and escalates them promptly.

Education

High school diploma or equivalent required.
Associate or bachelor’s degree, college coursework, or relevant training in social services, human services, public administration, social work, financial counseling, community health, or a related field preferred.

Experience and Credentials

At least one year of experience in public benefits, benefits navigation, case management, social services, community outreach, tax-site services, financial capability, or comparable client-facing work preferred.
Working knowledge of public-benefit eligibility, application procedures, required documentation, and community resources required.
Experience assisting with PACE, the Pennsylvania Property Tax/Rent Rebate Program, or similar benefit programs strongly preferred for Pennsylvania assignments.
Ability to obtain and maintain IRS Volunteer Standards of Conduct, Intake/Interview and Quality Review, Basic tax certification, and other certifications required by CWF.
Strong client-service, interviewing, documentation, organization, follow-up, problem-solving, and verbal and written communication skills.
Ability to travel reliably among assigned tax sites and work independently while remaining connected to Family Stability leadership.
Proficiency with computers, email, Microsoft Office, data-entry systems, web-based benefit portals, scanners, and virtual communication tools.
Bilingual or multilingual ability is strongly valued based on the communities served.

Other Specialties, Certifications, Physical Requirements, and Work Conditions

This position has no formal supervisory responsibility. The Seasonal Resource Specialist may provide approved process guidance to interns or volunteers supporting outreach and benefit enrollment when directed by Family Stability leadership.

This is a temporary, seasonal position. Work dates, weekly hours, assigned location, and continuation of employment depend on tax-season needs, funding, site schedules, performance, and client demand.
Regular, predictable attendance is required. Evening, weekend, extended, and holiday hours may be required during training, site launch, peak filing periods, deadlines, and closeout.
Frequent local travel among CWF tax sites, partner facilities, community locations, and offices is an essential function. The employee must maintain reliable transportation or another dependable means of reaching assigned locations.
The position routinely uses computers, phones, tax software, appointment and data systems, scanners, printers, and other office equipment.
The position requires prolonged sitting or standing, frequent interaction with the public, movement throughout the tax site, and the ability to lift or move materials weighing up to 10 pounds.
The employee must safeguard personally identifiable, financial, household, health, tax, and benefit information and immediately report suspected privacy or security incidents.
Employment is contingent upon completing required onboarding, training, background or screening requirements, and IRS certifications established for the assignment

Please send your resumé to: careers@cwfphilly.org

Senior Tax Analyst

Overview Campaign For Working Families

1. Equity and Inclusion: We believe all individuals and families, regardless of background, race, gender, or socioeconomic status, should have equitable opportunities and access to resources.

4. Data-Driven Decision-Making: We use evidence and data to guide policies, programs, and operational decisions, ensuring that our efforts are effective and impactful.

5. Respect and Dignity: We treat every individual with respect and dignity, recognize each person’s inherent worth, and work to create systems that uphold these values.

The Senior Tax Analyst serves as the senior technical resource and designated quality reviewer at an assigned CWF tax site. The Analyst independently reviews completed federal, state, and local tax returns for accuracy, completeness, eligibility, required documentation, taxpayer interview consistency, and compliance with IRS VITA/TCE and CWF standards before taxpayer signature or transmission. The role researches tax questions within program scope, coaches Tax Associates, supports correction of errors, monitors recurring quality issues, assists with complex returns authorized by certification, and escalates out-of-scope or high-risk matters. The Senior Tax Analyst works closely with the Drop-Off Manager to ensure assigned drop-off returns receive timely, independent quality review but does not own the overall drop-off inventory unless formally reassigned by tax operations leadership.

Return Quality Review

Complete an independent quality review of every assigned return using the required quality-review method, source documents, completed intake form, taxpayer interview, tax software diagnostics, and applicable reference materials.
Verify taxpayer and dependent identity information, filing status, income, adjustments, deductions, credits, health-coverage items, banking information, direct-deposit details, state and local returns, consent forms, and required elections.
Confirm that all intake questions are answered, unclear responses are resolved through taxpayer discussion, supporting documents are reconciled, and required notes or explanations are documented.
Ensure returns remain within the preparer’s and reviewer’s certification level, CWF service scope, IRS VITA/TCE scope, and applicable federal, state, and local rules.
Return incomplete or inaccurate work to the preparer with clear correction instructions and verify corrections before approval.
Never approve, sign, release, or advance a return that has unresolved discrepancies, missing information, incomplete interviews, unsupported positions, or out-of-scope issues.

Tax Research and Technical Support

Use current IRS publications, volunteer resource guides, CWF guidance, approved tax-software resources, and authorized escalation channels to resolve tax questions.
Provide accurate, timely technical guidance to Tax Associates while requiring preparers to remain responsible for their work and develop their knowledge.
Prepare complex returns only when assigned, appropriately certified, and permitted within program scope.
Recognize issues requiring referral to tax leadership, a Low-Income Taxpayer Clinic, a paid preparer, legal counsel, or another qualified resource.
Remain current on tax-law updates, software changes, state and local requirements, CWF procedures, and quality alerts throughout the season.

Coaching and Quality Improvement

Explain errors and corrections in a respectful, specific, educational manner that strengthens preparer accuracy and independence.
Track or communicate recurring errors, documentation concerns, training gaps, rejected-return trends, and procedural weaknesses to the Tax Site Coordinator.
Support refresher training, practice scenarios, peer coaching, and remediation activities assigned by tax leadership.
Help maintain consistent technical standards among quality reviewers and preparers across shifts and sites.
Model careful interviewing, documentation, professional judgment, taxpayer communication, and confidentiality.

Drop-off Quality-Review Support

Prioritize quality review of drop-off returns according to assignments, aging reports, taxpayer commitments, filing deadlines, and direction from the Drop-Off Manager or site leadership.
Communicate correction needs, missing information, out-of-scope issues, or unresolved technical questions to the preparer and Drop-Off Manager promptly.
Update required return-status records after review and avoid retaining taxpayer documents outside approved workflow or secured locations.
Support timely completion without approving a return that has unresolved discrepancies, missing interviews, incomplete documentation, or unsupported positions.

Client Service, Compliance, and Site Support

Explain material return results, corrections, limitations, and next steps clearly without providing legal advice or guaranteeing an outcome.
Confirm required taxpayer review, signatures, copies, banking verification, and follow-up instructions occur before the return proceeds.
Follow IRS Volunteer Standards of Conduct, Quality Site Requirements, privacy rules, security procedures, and CWF policies at all times.
Immediately report suspected identity theft, fraud, coercion, unauthorized access, data exposure, misconduct, or other material risk.
Assist with site opening, workflow, client routing, technology troubleshooting, return-status follow-up, and closeout as directed.
Perform related seasonal tax duties assigned by the Tax Site Coordinator or tax operations leadership.

Advanced Tax Knowledge

Applies federal, state, and local tax rules accurately within VITA/TCE scope and recognizes issues requiring escalation.
Uses authoritative resources and current guidance rather than assumptions.

Accuracy and Analytical Judgment

Reviews each return systematically, identifies discrepancies, documents conclusions, and refuses approval until material issues are resolved.
Manages detailed work effectively under seasonal deadlines without sacrificing quality.

Coaching and Communication

Explains technical issues in clear language to preparers and taxpayers.
Provides respectful, actionable feedback and supports a learning-focused team environment.

Integrity and Confidentiality

Maintains independence in quality review, protects taxpayer information, and follows ethical and security requirements.
Escalates fraud, identity, scope, safety, and compliance concerns promptly.

Technology and Organization

Uses tax software, electronic records, scanners, email, tracking tools, and reference systems efficiently.
Maintains organized work queues and reliable follow-up for incomplete or corrected returns.

Education

High school diploma or equivalent required.
Associate or bachelor’s degree in accounting, finance, business, or a related field preferred.

Experience and Credentials

At least two tax seasons of successful VITA/TCE or comparable individual income-tax preparation experience strongly preferred.
Demonstrated experience quality-reviewing federal and state individual income-tax returns preferred.
Ability to obtain and maintain IRS Volunteer Standards of Conduct, Intake/Interview and Quality Review, Advanced, and all state, local, specialty, or quality-review certifications required by CWF.
Strong knowledge of Form 1040 preparation, refundable credits, filing status, dependency, income documents, deductions, banking information, and state or local return requirements within assigned scope.
Strong attention to detail, tax research ability, professional judgment, customer service, and written and verbal communication skills.
Proficiency with tax preparation software, computers, email, Microsoft Office, and electronic document tools.
Bilingual or multilingual ability is valued based on community and site needs.

Other Specialties, Certifications, Physical Requirements, and Work Conditions

Does not normally exercise formal personnel supervision. Provides functional guidance, technical coaching, work review, and correction instructions to Tax Associates, interns, and volunteers. May act as site lead only when formally designated by tax operations leadership.

This is a temporary, seasonal position. Work dates, weekly hours, assigned location, and continuation of employment depend on tax-season needs, funding, site schedules, performance, and client demand.
Regular, predictable attendance is required. Evening, weekend, extended, and holiday hours may be required during training, site launch, peak filing periods, deadlines, and closeout.
The position may operate at CWF offices, tax sites, partner facilities, community locations, or in an approved virtual setting and may be reassigned based on operational need.
The position routinely uses computers, phones, tax software, appointment and data systems, scanners, printers, and other office equipment.
The position requires prolonged sitting or standing, frequent interaction with the public, movement throughout the tax site, and the ability to lift or move materials weighing up to 10 pounds.
The employee must maintain taxpayer confidentiality, safeguard personally identifiable information, follow CWF and IRS security requirements, and immediately report suspected privacy or security incidents.
Employment is contingent upon completing required onboarding, training, background or screening requirements, and IRS certifications established for the assignment

Please send your resumé to: careers@cwfphilly.org

Tax Associate

Overview Campaign For Working Families

1. Equity and Inclusion: We believe all individuals and families, regardless of background, race, gender, or socioeconomic status, should have equitable opportunities and access to resources.

4. Data-Driven Decision-Making: We use evidence and data to guide policies, programs, and operational decisions, ensuring that our efforts are effective and impactful.

5. Respect and Dignity: We treat every individual with respect and dignity, recognize each person’s inherent worth, and work to create systems that uphold these values.

The Tax Associate is an IRS-certified seasonal tax preparer responsible for interviewing clients and preparing accurate federal, state, and local individual income-tax returns within the Associate’s certification level, CWF’s approved service scope, and IRS VITA/TCE requirements. The Associate reviews source documents and intake responses, asks required follow-up questions, enters information accurately in approved tax software, explains the preparation process, documents relevant facts, submits every return for independent quality review, corrects identified errors, and supports required signatures and client follow up. The Tax Associate may be an intern, volunteer, or seasonal employee; all individuals performing this function are held to the same certification, confidentiality, conduct, and quality standards.

Taxpayer Interview and Return Preparation

Conduct a complete taxpayer interview using the current IRS intake and interview form, source documents, prior-year information when relevant, and required follow-up questions.
Verify identity information, filing status, household members, dependency facts, income, expenses, adjustments, deductions, credits, health-coverage items, banking information, and state or local filing requirements.
Prepare accurate federal, state, and local returns in approved tax software only within current certification and CWF service scope.
Reconcile tax documents to software entries, review diagnostics and warnings, document material facts or unresolved items, and complete an initial self-review before quality review.
Pause preparation and seek guidance when facts are unclear, documents conflict, the taxpayer cannot support a position, or the return may be outside program scope.
Never omit information, create documents, estimate unsupported amounts, direct a refund to an unauthorized account, or promise a refund, credit, acceptance, or processing timeline.

Quality Review and Corrections

Submit every completed return and all supporting documents for independent review by an authorized Senior Tax Analyst or other designated quality reviewer.
Respond professionally to reviewer questions, correct errors completely, update notes when required, and return the corrected work for final approval.
Do not present a return as final, obtain final signatures, release documents, or advance the return for transmission until required quality review is complete.
Learn from correction patterns, participate in coaching or refresher training, and apply updated guidance consistently.
Assist with rejected-return or incomplete-return follow-up only when assigned and supervised through approved procedures.

Taxpayer Communication and Service

Explain the preparation process, ask sensitive questions respectfully, and communicate in clear language appropriate to the taxpayer’s needs.
Review major return results with the taxpayer as assigned, confirm banking and contact information, and explain required signatures, copies, records retention, and next steps.
Refer questions involving legal advice, tax controversy, collection, identity theft, out-of-scope matters, or services beyond the Associate’s authority to an approved resource.
Provide respectful, patient, confidential, equitable, and culturally responsive service without discrimination or judgment.
Notify the Tax Site Coordinator promptly about complaints, threats, safety issues, suspected coercion, or service barriers.

Compliance, Ethics, and Confidentiality

Follow IRS Volunteer Standards of Conduct, Quality Site Requirements, Intake/Interview and Quality Review procedures, CWF policies, and applicable tax rules.
Prepare returns only under the Associate’s own authorized account and never share passwords, identification numbers, credentials, or system access.
Safeguard taxpayer documents and information in physical, electronic, written, and verbal form and use only approved systems and communication methods.
Immediately report suspected identity theft, fraud, fabricated documents, unauthorized access, data exposure, conflicts of interest, or misconduct.
Maintain current certification and complete required updates, assessments, coaching, or remediation throughout the assignment.

Site Operations and Team Responsibilities

Maintain an organized workstation, manage assigned work queues, return documents promptly, and update required status or tracking systems.
Coordinate with Intake Specialists, Senior Tax Analysts, interns, volunteers, and site leadership to support efficient client flow and complete handoffs.
Assist with appointment, walk-in, drop off, virtual, follow-up, scanning, printing, document organization, opening, and closing activities as assigned.
Meet reasonable productivity and timeliness expectations while maintaining accuracy, complete interviews, and quality standards.
Participate in required meetings, training, coaching, performance feedback, and end-of-season closeout.
Perform related seasonal tax-site duties assigned by the Tax Site Coordinator or tax operations leadership.

Tax Preparation Knowledge

Applies tax law accurately within certification and program scope and recognizes when guidance or referral is required.
Uses intake information, source documents, approved references, and tax software systematically.

Accuracy and Attention to Detail

Enters information carefully, reconciles documents, completes self-review, and corrects errors fully.
Balances productivity with quality and never bypasses required steps to save time.

Interviewing and Client Service

Asks complete follow-up questions respectfully and explains information in plain language.
Maintains patience, professionalism, empathy, and cultural responsiveness.

Integrity and Confidentiality

Protects taxpayer information, uses only authorized access, and follows ethical standards.
Reports suspected fraud, identity theft, security incidents, and out-of-scope matters immediately.

Learning and Teamwork

Accepts quality-review feedback, applies coaching, and maintains required certification.
Coordinates reliable handoffs and contributes to an accountable, respectful tax-site team.

Education

High school diploma or equivalent required.
College coursework or a degree in accounting, finance, business, economics, public administration, or a related field preferred but not required.

Experience and Credentials

Prior individual income-tax preparation, VITA/TCE, accounting, financial-services, customer-service, or community-service experience preferred.
Ability to obtain and maintain IRS Volunteer Standards of Conduct, Intake/Interview and Quality Review, Basic or Advanced certification appropriate to assignment, and required state, local, or specialty certifications.
Working knowledge of individual income-tax concepts within assigned certification level or demonstrated ability to master required training.
Strong attention to detail, interviewing, problem-solving, organization, customer-service, and communication skills.
Ability to follow written procedures, use reference materials, accept corrective feedback, and work effectively during high-volume periods.
Proficiency with computers, tax preparation software, email, scanners, and office equipment or demonstrated ability to learn quickly.
Bilingual or multilingual ability is valued based on community and site needs.

Other Specialties, Certifications, Physical Requirements, and Work Conditions

This position has no formal supervisory responsibility. Experienced Tax Associates may provide peer support to interns or volunteers only when assigned and may not independently quality-review returns unless separately certified and designated.

This is a temporary, seasonal position. Work dates, weekly hours, assigned location, and continuation of employment depend on tax-season needs, funding, site schedules, performance, and client demand.
Regular, predictable attendance is required. Evening, weekend, extended, and holiday hours may be required during training, site launch, peak filing periods, deadlines, and closeout.
The position may operate at CWF offices, tax sites, partner facilities, community locations, or in an approved virtual setting and may be reassigned based on operational need.
The position routinely uses computers, phones, tax software, appointment and data systems, scanners, printers, and other office equipment.
The position requires prolonged sitting or standing, frequent interaction with the public, movement throughout the tax site, and the ability to lift or move materials weighing up to 10 pounds.
The employee must maintain taxpayer confidentiality, safeguard personally identifiable information, follow CWF and IRS security requirements, and immediately report suspected privacy or security incidents.
Employment is contingent upon completing required onboarding, training, background or screening requirements, and IRS certifications established for the assignment

Please send your resumé to: careers@cwfphilly.org

Tax Site Coordinator

Overview Campaign For Working Families

1. Equity and Inclusion: We believe all individuals and families, regardless of background, race, gender, or socioeconomic status, should have equitable opportunities and access to resources.

4. Data-Driven Decision-Making: We use evidence and data to guide policies, programs, and operational decisions, ensuring that our efforts are effective and impactful.

5. Respect and Dignity: We treat every individual with respect and dignity, recognize each person’s inherent worth, and work to create systems that uphold these values.

The Tax Site Coordinator leads the daily operation of an assigned CWF tax site and is accountable for safe, compliant, efficient, and client-centered service delivery. The Coordinator organizes client flow from arrival through departure; assigns and supports Intake Specialists, Tax Associates, Senior Tax Analysts, interns, and volunteers; oversees appointments, walk-ins, drop-off returns, staffing coverage, equipment, supplies, records, opening, and closing; monitors production and wait times; resolves operational and client concerns; and escalates tax, personnel, technology, safety, privacy, or compliance issues. Philadelphia and New Jersey Tax Site Coordinators report to the Tax Operations Area Manager; New York Tax Site Coordinators report to the Director of Tax Operations – New York; Virtual Tax Site Coordinators report to the Tax Operations Area Manager – Virtual. The role ensures adherence to IRS Volunteer Income Tax Assistance/Tax Counseling for the Elderly requirements, CWF procedures, Quality Site Requirements, taxpayer confidentiality standards, and approved service goals throughout the tax season

Site Leadership and Daily Operations

Open, organize, and close the assigned site according to CWF checklists, posted schedules, host-site requirements, security procedures, and IRS Quality Site Requirements.
Direct daily workflow for appointments, walk-ins, intake, tax preparation, quality review, drop-off services, signatures, return transmission readiness, referrals, and client departure.
Confirm adequate staff coverage, assign workstations and functions, conduct opening huddles, communicate daily priorities, and adjust assignments based on volume, certification level, and service needs.
Monitor wait times, appointment status, unfinished returns, production, staff availability, and client flow; make timely adjustments to prevent avoidable delay or bottlenecks.
Maintain an orderly, professional, accessible, and welcoming environment for clients, staff, interns, volunteers, and partner representatives.
Complete required opening, operating, incident, production, and closing documentation accurately and timely.

Staff, Intern, and Volunteer Coordination

Provide day-to-day direction, coaching, support, and accountability to Senior Tax Analysts, Intake Specialists, Tax Associates, interns, volunteers, and other assigned seasonal personnel.
Verify that each person performs only the functions authorized by current training, IRS certification, CWF approval, and system access.
Monitor attendance, punctuality, professionalism, productivity, client service, teamwork, adherence to
procedures, and appropriate use of work time.
Address routine performance or conduct issues promptly and document or escalate concerns to the Tax Operations Area Manager and Human Resources as required.
Support on-the-job learning without permitting unqualified personnel to prepare or quality-review returns independently.
Promote respectful communication, equitable service, collaboration, and a solution-oriented site culture.

Client Processing and Service

Ensure clients receive clear instructions regarding eligibility, required documents, consent forms, service options, estimated wait times, drop-off procedures, and next steps.
Monitor intake for completeness and confirm that clients are routed to appropriately certified preparers and quality reviewers.
Resolve escalated concerns professionally, document material complaints, and refer matters beyond the Coordinator’s authority to tax leadership.
Ensure clients receive required copies, explanations, signatures, follow-up instructions, and referrals before leaving the site.
Support language access, disability access, privacy, dignity, and consistent service for diverse individuals and families.

Drop-off Return Management

Coordinate with the assigned Drop-Off Manager and maintain site-level awareness of drop-off volume, aging returns, unresolved barriers, staffing needs, and material compliance concerns.
Confirm complete intake, document inventory, contact information, consent, secure labeling, chain of custody, assignment, status tracking, taxpayer interview, quality review, signatures, and return delivery.
Maintain a current log of returns awaiting preparation, missing information, quality review, taxpayer contact, signature, correction, or other follow-up.
Protect documents in approved secured locations and ensure no return is transmitted or released before all required steps are complete.
Escalate aging, incomplete, complex, rejected, or unresolved drop-off returns within required timelines.

Quality, Compliance, and Risk Management

Enforce IRS Volunteer Standards of Conduct, Intake/Interview and Quality Review requirements, Quality Site Requirements, scope-of-service rules, and CWF policies.
Confirm required reference materials, forms, signage, privacy controls, certification records, and escalation contacts are available at the site.
Prevent staff from working outside certification or program scope and refer complex or out-of-scope matters through approved channels.
Monitor quality-review completion, rejected-return follow-up, documentation gaps, recurring errors, and corrective actions.
Immediately report suspected fraud, identity theft, security incidents, threats, injuries, harassment, discrimination, serious complaints, or other material risks.
Support IRS, funder, partner, and internal site reviews; respond promptly to findings and implement required corrective action.

Technology, Facilities, and Resources

Confirm workstations, internet access, tax software, printers, scanners, phones, appointment tools, security equipment, and supplies are operational before service begins.
Troubleshoot routine issues, use approved support channels, communicate outages, and implement authorized continuity procedures.
Maintain inventory and control of laptops, identification badges, keys, documents, supplies, and other assigned property.
Coordinate with host-site representatives regarding access, space, safety, cleanliness, building procedures, and operational concerns.

Data, Communication, and Closeout

Submit accurate daily production, staffing, attendance, client-flow, drop-off, incident, and operational reports by established deadlines.
Communicate site status, staffing gaps, client issues, technology problems, quality trends, supply needs, and material risks to the Tax Operations Area Manager.
Participate in required meetings, training, coaching, debriefs, and tax season evaluations.
Complete end-of-season return follow up, records handling, equipment and supply inventory, site restoration, documentation, and lessons-learned activities.
Perform related tax-site duties assigned by tax operations leadership.

Leadership and Accountability

Provides clear direction, organizes people and work, addresses concerns promptly, and follows through on commitments.
Maintains composure and sound judgment during high-volume, time sensitive, or difficult situations.

Tax-Site Operations

Understands VITA/TCE workflow, certification boundaries, quality requirements, client processing, drop-off controls, and site closeout.
Balances service quality, production goals, staff capacity, and client experience.

Communication and Client Service

Communicates respectfully and clearly with clients, staff, interns, volunteers, partners, and leadership.
Listens carefully, de-escalates concerns, protects dignity, and provides practical next steps.

Organization and Technology

Maintains accurate logs, reports, schedules, records, equipment controls, and follow-up systems.
Uses tax software, appointment systems, spreadsheets, email, and virtual collaboration tools effectively.

Integrity, Confidentiality, and Equity

Protects taxpayer information, follows ethical requirements, and reports risks immediately.
Provides fair, culturally responsive, accessible service without discrimination.

Education

High school diploma or equivalent required.
Associate or bachelor’s degree in accounting, business, public administration, social services, nonprofit management, or a related field preferred

Experience and Credentials

At least two years of supervisory, site-coordination, tax-preparation, customer-service, or comparable high volume operations experience preferred.
Prior VITA/TCE, community tax-site, tax preparation, or seasonal program leadership experience strongly preferred.
Ability to obtain and maintain IRS Volunteer Standards of Conduct, Intake/Interview and Quality Review, Advanced, Site Coordinator, and other certifications required by CWF.
Demonstrated ability to supervise diverse teams, manage competing priorities, solve problems, and meet deadlines.
Proficiency with computers, Microsoft Office, email, data systems, tax software, and virtual communication tools.
Bilingual or multilingual ability is valued based on community and site needs.