GetYourRefund

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Organization Lead Guide

Prerequisite Trainings:

• All Getting Started modules
• Onboarding Info Session

Partner organization responsibilities are detailed in the MOU, but the following are key areas for Organization Leads:

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• Manage users in the Hub
• Monitor and adjust capacity as needed
• Monitor sites to ensure Service Level Standards are met
• Elevate issues to coalition lead and/or Partner Support

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Responsibilities

• Reference Materials
• Partner Agreements
• Where to get help
• Managing users in the Hub
• Determining capacity & re-routing clients
• Getting updates from CfA

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Topics

Reference Materials

• Partner Handbook - The go-to reference for VITA staff before and during the tax season.

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• Onboarding Checklist - List of activities that partners must complete in order to go live in the Hub and begin receiving clients.

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• Resource and Training Center - The central repository for all training materials and other resources; for use by VITA staff and volunteers.

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• Partner Newsletter - Updates from the GYR team.

Partner Agreements

• Memorandum of Understanding (MOU) - Agreement between your organization and Code for America which outlines responsibilities and expectations.

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• Terms of Service (TOS) - Terms that all Hub users must adhere to in order to open and maintain an account.

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• Service Level Agreement (SLA) - Agreement with clients regarding the standard of service provided by GetYourRefund and its partners; included in the MOU.

How to Get Help - see more in the partner handbook

• Coalition Lead - Primary contact for a coalition who has additional permissions in the Hub and can move clients from org to org.

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• Partner Support - Team of specialists who assist with troubleshooting technical issues, client-related requests, and general questions. Available to Coalition Leads and Organization Leads only.

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• Slack Community - Connect directly with other VITA partners to crowdsource advice, insight, and best practices.

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• Office Hours - Opportunity to connect with GYR team to discuss latest features or ask questions.

First, determine the role that best fits the need for each user - see the “user permissions” section in the Partner Handbook for more information.

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In The Hub

• Click the “Tools” icon in the left-hand menu
• Click “Invitations”
• Select the appropriate role
• Select the organization or site(s)
• Enter the user’s name and email address
• Click “send invitation”
• Click “back” and continue adding users

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Managing Users: Adding users

Instructions for editing name, phone number, and/or time zone:

• In the Hub, click the “Tools” icon in the left-hand menu
• Click “Users”
• Choose a user to edit
• Edit the name, phone number, and/or timezone fields as needed
• Save your changes

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Managing Users: Editing users

Instructions for re-assigning Hub role and/or site:

• In the Hub, click the “Tools” icon in the left-hand menu
• Click “Users”
• Choose a user to edit
• Scroll down to the Role section
• Click “Reassign”
• Select the new Hub role you want to assign to the user
• Use the dropdown menu to select the new site(s)/organization you want the user assigned to
• Click “submit”

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Managing Users: Editing users

Instructions for activating/deactivating users:

• In the Hub, click the “Tools” icon in the left-hand menu
• Click “Users”
• Choose a user to activate/deactivate
• Click the “suspend account” button to deactivate the account (or the “unsuspend account” button to reactivate the account)
• If prompted, click “ok” to confirm your changes

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Managing Users: Editing users

For accounts that are locked, there will be a lock icon next to their name.

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Instructions for unlocking a user’s account:

• In the Hub, click the “Tools” icon in the left-hand menu
• Click “Users”
• Choose a user
• Click the “unlock account” button
• Click “ok” to confirm your changes
• Prompt the user to use the Forgot Password function to avoid getting locked again

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Managing Users: Editing users

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Managing Users: User Permissions

Due to security reasons, an individual’s Client Portal will lock after 5 failed login attempts.

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Instructions for unlocking a client’s account:

• Confirm the client’s identity by asking them for the last four digits of their social security number (or any other piece of information that will adequately establish their identity)
• Locate and open the client’s ticket
• Click the “Unlock account” button
• Confirm you want to unlock the client’s account

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Managing Clients: Unlocking Accounts

If there’s more than one current client using the same SSN/ITIN for the primary taxpayer, the Hub will display a “potential duplicates detected” warning in the client page.

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Managing Clients: Potential Duplicates

Here are the steps we recommend you follow to “merge and close” the duplicate(s):

• Click the “Edit info” button under the Client Profile tab of the duplicate
• Add DUPLICATE in front of the client's name
• Remove the contact information so that the email and phone fields are blank
• Opt-out of contact preferences
• Save your changes
• Change the status of the ticket to "Not filing"
• Don't forget to transfer any documents from the duplicate ticket to the ticket you will keep "open"

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Managing Clients: Potential Duplicates

Clients listed as “Previous Year Intake(s)” means that the Hub detected an archived client with the same date of birth and SSN/ITIN as the current client.

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Managing Clients: Previous Year Intake(s)

Clients assigned at the organization-level are not visible to Team Members or Site Coordinators. You will need to re-assign the client to the site-level to allow these users to view the client.

Instructions to re-assign a client to the site-level:

• Open the client’s page
• Click on the “edit” button beside organization/site name
• Select the correct site from the dropdown & click “save”

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Managing Clients: Moving Clients

Partner Support will create sites in the Live Hub for your organization based on your requested URLs. If you’d like to add or remove sites or did not request unique URLs for your sites, please reach out to Partner Support.

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Managing Organization: Sites

• An organization's capacity is the number of concurrent not-finalized clients that an organization can have in the Hub. Individual sites cannot have a set capacity limit.

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• Clients in the statuses to the right in green contribute to an organization's capacity count.

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• If your organization reaches capacity and cannot serve additional clients notify your coalition lead and Partner Support.

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Managing Organization: Capacity

As an Organization Lead, the Hub’s metrics page is a great tool you can use to monitor your team’s Service Level Agreement (SLA) metrics to avoid any backlogs or potential client issues. You can access this page by navigating to getyourrefund.org/hub/metrics.

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Managing Organization: Metrics

Another great tool you are able to use as an Organization Lead is the Hub’s Dashboard page. Each module in the Dashboard is intended to assist you streamline and maximize your key tasks as an Organization Lead.

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Managing Organization: Dashboard

Partner newsletter

• Newsletters are distributed via email, Slack, and the Resource Center whenever updates are available
• Partners can request others be added to the listserv to receive newsletters
• Note: requests and calls to action in newsletters are meant for partner organization staff only. Please make sure others receiving newsletters aren’t responding for their individual sites - this can cause delays!

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Getting updates from CfA

Find more training modules at c4a.me/gyrtraining