Pasadena Tax-Aide�Site Overview and Protocols
TY25
Agenda
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Service Awards
Introductions
Pasadena Profile
A Tale of Two Protocols
In Person (Client Waiting)
Drop Off (Client Leaving)
Overall Site Expectations and Procedures
Questions
Pasadena Outstanding Service Awards
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Introductions
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. Your Name and position
. What brought you to AARP Tax-Aide?
Counselors returning, welcome back,
it is good to see you!
New Counselors, welcome to
Pasadena Tax-Aide.
We are all looking forward to working with you!
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Pasadena Tax-Aide Volume: Tax Returns
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Oct. 1, 2024 to Sept. 30, 2025 (TY24)
Current Paper 5
Prior Paper 6
Amended Paper 12
Current Efile 853
Prior Efile 19
TOTAL RETURNS: 895
Pasadena Tax-Aide Rocks
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Pasadena Profile: Our tax clients
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Pasadena Tax-Aide: A Tale of Two Protocols
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In Person (Client Waiting) roughly 88% of returns
Drop Off (Client Not Waiting) roughly 12% of returns
Pasadena Tax-Aide: Flow of Work
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And now for a word about the Client Letter: �also known as the Tax Return Status Report
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Client Letter: Top Half
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Client Letter: Second Half
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In Person
Client Waiting
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In Person (Client Waiting): FIRST PREP Counselors (All)
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1. Set up Client Letter: Right-hand side
2. Conduct Intake interview, review documents for unusual codes, other obvious OOS
3. Organize client paperwork.
4. Build the return, with the client sitting beside you
5. Tag READY FOR REVIEW
6. Check box “Ready for Quality Review”
7. Save and Exit
8. Ask client to take a seat in waiting area until called by reviewer
9. Put client envelope in the basket next to the printer, on the bottom of any returns in the basket.
In Person (Client Waiting): Quality Review (RCs only)
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1. Check the return and correct any errors
2. Uncheck Ready for Review tag
3. Check Ready for E-file tag
4. Check Approved Box
5. Print Return and review with client
6. Client signs the return.
7. After client signs: **Check Complete**
8. Save and Exit
9. Give the client the return packet.
10. Give the Client Letter to the CF
Drop Off
Client Leaving Documents/
Client Picking Up the Return
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Client Letter: Top Half
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Document Inventory Checklist
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Document Inventory Checklist 2nd Half
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Document Inventory Signature Page 2
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Document Inventory Checklist
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Don’t detail names of issuers on forms, just hatch mark the individual forms.
3 W-2s is: III
Order the forms and information as listed on the inventory, to make it easy to process for all COUs.
Consolidated 1099Rs can be one document, count as one 1099R consolidated…
Each COU initials the Inventory Checklist at the bottom of their column, after verifying it.
Put Document Inventory on top in the packet!
Drop Off (Client Leaving): Ten-minute process!�Step One: Intake Check-in - All Counselors
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1. Set up Client Letter: Left-hand side, set up Document Inventory Checklist
2. Working phone number and date of intake on the outside upper right-hand corner of the envelope.
3. Client, CF makes copies of IDs, SSNs, ITINs for all on return, bank info (cancelled check) as you order docs.
4. Organize documents in order of list, confirm basic tax family info, filing status, “any other income?”
5. Client signs back of Inventory Checklist. Put all docs in envelope. Make sure client has IDs.
6. Tell taxpayer to answer the phone, for next week or two because we can’t confirm what number will be calling
7. Place Doc Inventory on top of docs in the packet for easy reference for counselors.
8. Put in the First Prep rack on the Drop Off table.
Drop Off: Step Two: �First Prep -- All Counselors
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1. Initial Client Letter and Complete Document Inventory Checklist.
2. Contact client for initial interview, if you have questions, to verify information, and prepare return.
3. Build the return
4. Ready for Review Tag
5. Check box Ready for Quality Review
6. Save and Exit
7. Put return packet in the Ready for QR rack on Drop Off table.
Drop Off: Step Three: �Quality Review – Returning Counselors
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Initial Client Letter and complete Document Inventory
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Check return thoroughly, contact client with any questions.
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Uncheck Ready for Review tag
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Check Ready for E-file tag
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Check Approved box (DO NOT CHECK COMPLETE)
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Print return; put all docs in envelope with return on top
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Save and exit
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Move return to Ready for Pick Up rack on the Drop Off table (CF will call client for PU)
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Drop Off: Step Four�Pick Up – Returning Counselors (NCs sit in)
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1. Greet client at your station, with their tax envelope
2. Complete Document Inventory Checklist and have client sign page two
3. Review the return with the client and explain as you go.
4. Have the client sign the return, if they approve.
5. Tag should be Ready for E-file
6. Check the box ‘Complete’ DO NOT CHECK COMPLETE UNTIL YOU WITNESS THE SIGNATURE
7. Save and exit
8. Give the packet to client
9. Give the Client Letter and doc inventory to the CF
Pasadena Procedures and Guidelines
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Questions??
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