VITAIntro to GetYourRefund HubUnited Way Tucson2021 Tax Season

• Large class – please keep yourself on mute

• Use the Chat box for questions – we will pause throughout to address them

• We will take a few breaks and pause for questions throughout, with more time open in the second half

• Slides will be sent after, as well as other resources

Housekeeping

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• Understand GetYourRefund.org and Virtual VITA

• Learn basic navigation functionalities in the Hub

• See how a ticket moves through Hub status markers

• Understand where to access resources and training materials

Training Objectives

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Understand GetYourRefund.org and

Virtual VITA

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United Way of Tucson has partnered with Code for America to run a digital VITA service: GetYourRefund.org.

Code for America built GetYourRefund.orgto help connect people to VITA free tax assistance, so that they may access the EITC.

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VITA ServicesVirtual VITA

• Taxpayers answer intake questions and upload tax documents on GetYourRefund.org. A VITA team will remotely prepare the tax return, speak with the taxpayer to review their return, and file the return with taxpayer consent.

Valet VITA Assister Site

• Taxpayer visits the site in person. Their profile is created within the Hub by a VITA volunteer Assister. A UWTSA VITA volunteer will remotely prepare the tax return, speak with the taxpayer to review their return, and file the return with taxpayer consent.

DIY with Help

• Taxpayer visits the UWTSA VITA website or GetYourRefund.org to access TaxSlayer FSA where they can complete their returns on their own for free with access to support from VITA partners. Significantly less interaction with VITA volunteers.

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Virtual VITA

VITA volunteers assist clients through The Hub.

The Hub is an online platform that allows UWTSA VITA to manage our taxpayers, contact the taxpayers, and access uploaded tax documents.

The other platform you will use frequently, TaxSlayer, is used to prepare and file tax returns.

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Client Visits GetYourRefund.org

P.S. Learn more about what a client sees in this Client Process Overview from Get Your Refund!

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Learn the basics of navigating the Hub

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Hub Basics

• Getting Started

• Filtering and Assigning Clients

• Needs Attention

• Client Page

• Status Changes and Messages

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Getting Started

You’ll receive an email inviting you to join

the Hub.

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Getting Started

The first time you log in, you’ll be

asked for your name and to set a

password.

Name = First Name + Last Initial**DO NOT use your Full Name: This name

will go out to taxpayers in text and email

messages.

Password = Choose a strong password

that you have never used before.

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Getting StartedVolunteer Dashboard:

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Getting StartedVolunteer Dashboard:Everyone will have the “Assigned Clients” tab. Site Coordinators will have a 2nd tab: “All Clients”.

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Getting StartedVolunteer Dashboard:The All Clients tab shows you all of the taxpayers that your site is assisting, including clients that have not

been assigned yet.

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Filtering Clients

In both tabs (Assigned or All Clients), you can filter your list of clients to identify clients that meet

certain criteria. You'll use filters to find clients that are ready for you to work on.

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Filtering Clients

Find new clients to work on!

• Filter the Assigned Clients list by checking Unassigned

• THEN, Sort by the "Consented At" Column

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Filtering ClientsStatus Filters:

Tickets can be filtered by Status, Filing Year, Assigned or Unassigned and Needs

Attention.

The Search Bar allows you to search for a client or volunteer by name.

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Sorting ClientsTickets can be sorted by column headers.

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Assigning ClientsTo assign yourself or another volunteer to a new return, you'll click the "Assign" button.

Select the volunteer's name from the dropdown

menu.

To Reassign a ticket, you will click on the current

Assignee and select a volunteer's name from the

dropdown menu.

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Needs Attention Indicator

As you work on clients, you’ll often

need to wait for a client to respond

to your document or call scheduling

request.

The “Needs Attention” indicator can let

you know when a client has responded

or submitted new information.

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Needs Attention IndicatorWhen you first login to your Dashboard, you can FILTER clients by the “Needs Attention” red dot to help

you prioritize clients.

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Needs Attention Indicator

Needs Attention will be automatically toggled ON when:

• Client sends a text message

• Client sends an email

• Client uploads a document via requested documents flow

• Client completes intake questionnaire

• You can toggle ON or RESOLVE (Off) “Needs Attention” directly

through the Client Profile page.

• You should think about the Needs Attention status as a "There is

more work I can do on this return" button.

OFF

ON

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Needs Attention Indicator

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Client Page

The client page contains detailed client personal information, client contact history, client uploaded

files, and notes about the client. As you work on a client's return, you'll navigate between the four tabs on

this page.

The information on the client page will be shared between tax years if the client is filing multiple returns, so

keep in mind other volunteers may be adding notes, uploading documents, or contacting the client if multiple

volunteers are working on the same ticket.

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Client Page

Client Profile Tab Features:

• View basic tax information

• Edit basic information

• View language and name preferences

• Call the client through the Hub

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Client Page: Messages

Message Tab Features:

• Send texts / emails to clients

• Email files to clients

• View full client communication history

Do not send sensitive information to clients through

text or email.

The only sensitive information you may be sending to

clients is their completed tax return to sign, if you are

providing assistance as a Quality Reviewer.

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Client Page: Documents

Document Tab Features:

• View client uploaded documents

• Upload client documents

• Rename / sort client documents

When clients upload identity verification and tax documents

during the intake questionnaire, you'll have access to them

instantly. All volunteers in your organization can see the

documents uploaded by the client. Clients can't login to the

Hub, and can't see the files that they've uploaded.

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Client Page: Notes

Notes Tab Features:

• Add internal notes (not visible to client)

• View volunteer assignment history

• View status change history

As you'll be collaborating with many other VITA

volunteers, you'll want to record notes detailing

your work on the return, changes you might have

made, or information learned on a call with a

client. It's essential for the GetYourRefund

auditing process there are clear logs of what

each volunteer did on the return, and why.

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See how a ticket moves through Hub

status markers

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Tax Preparation Process

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Stage and StatusVolunteers will move tickets through “Stages” and

“Statuses” of the tax prep process.

A Ticket’s “Stage” is the volunteer role that the ticket is

currently assigned to.

• Intake (Team Support Specialist-TSS)

• Tax Prep

• Quality Review

• Final Steps (Site Coordinator)

*NOTE: UWTSA’s volunteer roles are slightly different from other GYR

partners.

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Stage and StatusVolunteers will move tickets through “Stages” and

“Statuses.”

A Ticket’s “Status” is the point of the VITA process that

the return is currently in.

Example: Quality Review Statuses

• Ready for QR

• Reviewing

• Ready for Call

• Signature Requested

• Info Requested

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Stage and StatusVolunteers will move tickets through “Stages” and

“Statuses.”

NOTE: UWTSA’s volunteer roles are slightly different

from other GYR partners.

• Our TSS role assists with Intake Statuses “Ready for Review”, “Reviewing”

and “Info Requested”, before passing it along to “Ready for Prep”

• Our Tax Preparer role assists with Intake Statuses “Ready for Call” and Tax

Prep Statuses, “Ready for Prep”, “Preparing”, “Info Requested”, before

passing it along to “Ready for QR”

All Statuses – Tax Preparer

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🏷Ready for call -- You’ll start with returns that are here.

All documents exist, and the client’s ID has been verified. The client is ready

for their tax interview call.

🏷Ready for prep

The client's ID, tax information and tax documents are all good to go, and

the tax interview is complete.

All Statuses – Tax Preparer

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🏷 Preparing

A tax preparer is currently preparing the return in TaxSlayer.

🏷Ready for QR

The tax preparer has finished preparing the return, now it’s time to hand off the return to the quality reviewer.

🏷 Info requested

At any time needed, use this status to note that a message has been sent to the taxpayer asking for the additional information or documentation.

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Changing Ticket Status

As you prepare the return, you'll move the client's return status through the

steps of the tax preparation process. Here’s how to change it:

At the top of the client page, set the new status.

Then, click “Update.” You’ll be taken to the “Take Action” page.

On the Take Action page, you'll be able to edit the status for all years of returns

(if needed), send a message to the client, and add an internal note all in one go.

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Changing Ticket Status

On the Take Action page, you'll be able to:

• Select the Filing Year that the update applies to

• Choose the Status to move the return to

• Send an outgoing message to the Taxpayer

• Add an internal note for fellow volunteers

THEN hit SEND at the bottom of the page to save

your changes and send the messages all at once.

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Pre-Generated Messages

Certain return statuses have pre-generated client messages that will appear when updated.

These pre-generated messages will make it easier for you send the client an update without having to

draft a new client message each time.

Let’s look at an example of how these messages can be used with status updates.

The following slide will show how a sample pre-generated message for requesting additional tax

documents from the client.

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Pre-Generated Messages: Example

First, change the status to “Information requested”

Second, click “Update.” A pre-generated message will appear.

Finally, add an internal note if needed, and submit the message

←Editable this message to request exactly what you need

from the client.

←Secure upload link – DO NOT delete this link, the client

will need it to upload the requested documents.

←Personalized signature with your name

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Pre-Generated Messages: Example

What the Client sees:

←Secure Upload Link from Message

When clients visit the link in your

message, they’ll be taken to a secure

upload page unique to them

What the Volunteer sees:

←Uploaded Client File

When clients submit requested files,

they’ll appear on the client’s documents

page

Status Change

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New status:

🏷 Ready for call

All non-tax documents exist and IDs have been verified. The client is ready for the tax preparer to check tax documents and, once all information is confirmed, make a call.

Tax Preparers will pick up tickets with the following status:

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You’ll start by verifying the client’s tax documents and intake sheet.

Verifying Documents

In The Hub

➔ Go to your Assigned clients

page

➔ Click on your client

➔ Go to the Documents page

You’ll see all the ID and tax documents

the client submitted.

You can view these documents in your

browser: do not download any

documents.

Additional Info – Remaining Docs

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Client uploaded documents might not have helpful names.

“W-2.pdf” is easier to work with than "ScreenShot 2020-12-06 at 10.15.18 PM.pdf"

As a intake specialist, you’ll be the first of many to work with these documents. To make it easier for the Tax

Preparer and Quality Reviewer, rename documents as you go through them.

Tip: you can click on the “File Name” table header to sort the table.

In the documents tab:

Click “edit” to rename a file.

If multiple years, put the year

first, “2019_W2.pdf”

Verifying Documents

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In Documents Page

➔ Open Form 13614-C

This form was filled out based on the client’s

questionnaire responses. It will tell you whose

identity you need to verify, and what tax

documents you need to look for.

This document should be your roadmap for

the interview process.

<- Form 13614-C, Page 1 of 3

Verifying Documents

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Editing Form 13614-C

As you review the client’s documents, you might

find a mistake on Form 13614-C. You can make

the necessary changes directly to the intake

form.

The Hub functionality to make changes to Form

13614-C is not currently implemented in

GetYourRefund, however it will be in time for the

tax season.

A tutorial will be added when this feature is

live.

<- Form 13614-C, Page 1 of 3

Verifying Documents

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Confirming Client’s Identity Guide

1. Double-check that a valid photo ID, a valid photo of person holding their photo ID, and social security card/

ITIN paperwork/alternative* is uploaded. (TSS will have checked once)

2. Is the return a joint return?

→ If so, is there a valid photo ID for the spouse?

→ If so, is there a valid photo of the spouse holding their photo ID?

→ If so, is there a photo of the spouse's social security card or ITIN paperwork*?

3. Are there dependents listed on the return?

→ If so, is there a document upload with each dependent's social security card or ITIN paperwork*?

*Acceptable alternative (as described in Publication 4299 page 3)

Verifying Documents

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In Documents Page

➔ Open Form 16314-C

➔ For each line checked “Yes,” make

sure the client uploaded the

corresponding tax document

If there is a missing document, or if a document isn’t legible / complete, make a note so that you can send the client a request for the information.

<- Form 13614-C, Page 2 of 3

Determine Certification

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Assigning Certification Level

➔ Click on the “BAS” (Basic) or

“ADV” (Advanced) button

➔ Mark the certification

➔ Check whether the client has a

“Health Savings Account” on

Form 13614-C

*For more information on how to determine the level of the return, refer to Pub 4012, Scope of VITA.

1.

2.

3.

Next, you’ll want to mark whether the return requires

Basic or Advanced Tax Certification.

Scheduling

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1. Status should be “Ready for call”

2. Click “Update.” A pre-generated message will appear.

3. Add an internal note if needed, and submit the message.

"Hello <<Client First Name>>, this is <<Preparer First Name>>, a tax preparerwith GetYourRefund.org!

I've reviewed your information and am ready to give you a call to review your situation before preparing your taxes. I see you listed your time preferences as <<insert time preferences>>, so please look out for a phone call on <<time you will call>>.

Thank you!<<Preparer First Name>>, your intake specialist"

Once you’ve confirmed you have the necessary tax documents, you’ll move the ticket to "Ready for Call"

(if it’s not already there) and schedule a tax interview with the client.

Interview

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You can call clients directly through the Hub.

• To initiate the call, click the “Call” button on the

client’s profile page

Interview

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You can call clients directly through the Hub.

• You'll enter in your personal phone number in the

Hub

• Hit the "call" button

• You will then receive a call that will connect you to

the client.

**With this system, the client won't be able to see your

personal cell phone number. The client will get a call from a

generic GetYourRefund phone number.

Interview

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Start the call by verifying their identity

“Could you give me the last four digits of your social security

number so I can confirm your ID?”

**You’ll be able to verify the client’s SSN against the number on their intake sheet.

Then, follow the interview script

Add internal notes as needed during the call

Preparing

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In The Hub

You can view these documents in your

browser: do not download any

documents.

Preparing

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In Documents Page

➔ Open Form 13614-C

This document should be your roadmap

when preparing the return in TaxSlayer

and guide you on which tax events to

include.

Preparing

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On the client’s page

➔ Go to the Notes page

➔ Check for internal notes

Always check for internal notes before

preparing the return.

Preparing

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As You Prepare the Return

Add internal notes about how you prepared the return, especially if something is uncommon or tricky. This will make it easier for the quality reviewer to understand the return as they review your work.

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Understand where to access additional

Hub and GetYourRefund.org training

materials

Additional Resources

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Notion (GetYourRefund.org trainings)https://www.notion.so/2021-GetYourRefund-Training-71863f3c04ec45109292e650fc60bc2b

• Role-specific overviews for working with The Hub

• Glossary of Hub terms

• Client Process presentation (what a taxpayer sees when they login)

UWTSA VITA Open Labshttps://www.unitedwaytucson.org/vita_training

• Listed as an option for Tax Preparers, but any volunteer can stop by to ask Hub-related questions!

These are just a few examples that Tax Preparers may see in the Hub. Once you have access, you can explore other statuses that you may encounter. In the meantime…