THE CLIENT FACILITATOR

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THE CLIENT FACILITATOR
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What/Who is a Client Facilitator?

• All of us facilitate clients!
• The LC or Counselor can be a CF
• A greeter can be a CF
• The primary job is to screen taxpayers and to
  perform administrative tasks for the site

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AARP Definition

• The Client facilitator (CF) greets taxpayer,
  facilitates orderly service of taxpayers and
  assists in collection and record of site service
  counts works with the site Local Coordinator
  and performs receptionist type duties

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Potential Role of a CF

• Greets and welcomes the client
• Ensures the client Signs-in
• Does not answer tax law questions
• Calls on a certified counselor to answer tax law
  questions
• Interview and Intake Form
• Helps with completion
• Checks to make sure it is completed
• Sorts Documents

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Role Continued

• Screens
• ? Makes sure taxpayer has SSN or ITIN
• ? Check documents-are they in In Scope?
• ? Sorts Documents puts income items and expense
  items together
• Ensures client confidentiality and privacy
• Keeps records up to date
• Additional duties assigned by LC

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Benefits of a CF

• Creates a pleasant welcoming atmosphere at the
  site
• Calms worried and impatient clients
• Avoids unnecessary client delays
• Brings order to administration tasks
• Increases site productivity

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CF Qualifications

• Personable
• Organized
• Patient
• Diligent
• Knows TaxAide policies and site procedures
• Need not be a certified counselor

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Training

• Responsibility - Joint LC and TRS
• Trainer - LC (usually)
• Content
• AARP, State and District policies and procedures
• Scope of program (Can Do List)
• Site procedures
• Intake and Interview Sheet
• Common tax forms
• Duration - approx 3 hours

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Summary

• Client facilitators
• Responsibilities are site specific
• But can be broad and demanding
• Can play a vital role
• Are often under-utilized and under-appreciated
• Their use should be maximized
• And they need adequate training!

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Client Facilitator

• Questions!
• Comments!