Seasonal Virtual Tax Site Coordinator

**THIS POSITION IS FOR THE 2027 TAX SEASON BEGINNING IN JANUARY**

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:

Position Summary

The Virtual Tax Site Coordinator leads the daily operations of CWF’s virtual tax preparation program and is accountable for safe, compliant, efficient, timely, and client-centered service delivery. The Coordinator manages the virtual tax preparation workflow from client intake and document submission through tax preparation, quality review, taxpayer approval, e-filing, and resolution of rejected returns. The role coordinates and supports Intake Specialists, Tax Associates, Senior Tax Analysts, interns, and volunteers; monitors staffing coverage, individual and team productivity, return assignments, workflow queues, turnaround times, and service delivery goals; and ensures returns progress efficiently through each stage of the process. The Coordinator is responsible for maintaining production standards, identifying and resolving workflow bottlenecks, managing outstanding and aging returns, coordinating timely client follow-up, and ensuring adherence to established service-level agreements, including the seven-business-day completion standard and internal quality review timelines. The role also oversees virtual client communications, secure document handling, technology coordination, and operational issue resolution, escalating tax, personnel, technology, privacy, security, or compliance concerns as appropriate. The Virtual Tax Site Coordinator reports to the Tax Operations Area Manager – Virtual and ensures adherence to IRS Volunteer Income Tax Assistance/Tax Counseling for the Elderly (VITA/TCE) requirements, CWF procedures, Quality Site Requirements, taxpayer confidentiality and data security standards, and approved production and service goals throughout the tax season.

Role and Responsibilities

Site Leadership and Daily Operations

• Execute daily virtual site opening and closing procedures, including verifying staff readiness, system access, workflow assignments, and completion of required operational checklists.
• Establish daily production targets, conduct team huddles, communicate priorities, and coordinate staffing assignments based on workload, certification levels, and available resources.
• Manage the daily return inventory from intake through successful e-filing, ensuring returns are appropriately assigned, actively progressing, and completed within established service-level agreements.
• Review and manage return queues throughout the day, prioritizing aging, incomplete, and time-sensitive returns; redistribute assignments and resolve workflow bottlenecks to maintain consistent production.
• Monitor returns awaiting documentation, preparation, quality review, taxpayer approval, signatures, and e-filing; assign follow-up responsibilities and establish deadlines for outstanding actions.
• Maintain active oversight of return aging to ensure compliance with the seven-business-day client completion standard and internal quality review timelines, addressing returns approaching or exceeding established deadlines.
• Track individual and team productivity against daily production targets and performance expectations; identify performance gaps, balance workloads, and implement timely corrective actions.
• Oversee rejected return management, ensuring immediate review, assignment, correction, retransmission, and confirmation of successful IRS or state acceptance.
• Coordinate timely client follow-up to obtain missing documentation, resolve outstanding questions, secure required signatures, and prevent avoidable delays in return completion.
• Maintain daily communication with remote staff through designated virtual platforms, ensuring timely responses, effective coordination, and appropriate supervisory support.
• Conduct end-of-day production reviews, reconcile return inventory and statuses, identify unresolved or aging returns, and establish priorities and assignments for the following operating day.
• Maintain accurate staffing, production, return inventory, workflow, and operational records and submit required reports within established deadlines.

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, instructions, and referrals before leaving the site.

• Support language access, disability access, privacy, dignity, and consistent service for diverse individuals and families.

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

• Verify staff access to tax software, virtual intake platforms, document management systems, communication tools, and other required technology.
• Troubleshoot routine technical issues, coordinate IT support, communicate outages, and implement approved continuity procedures to minimize service disruptions.
• Ensure proper use of approved systems and secure handling, storage, and transmission of taxpayer information.
• Coordinate staff system access, permissions, and technology needs in accordance with CWF policies.
• Maintain accountability for assigned equipment, software access, and organizational resources.
• Identify and report technology issues, system inefficiencies, and resource needs affecting virtual operations and productivity.

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.

Competencies, Knowledge, Skills and Abilities

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.

Qualifications (Education and Experience)

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.

Supervisory Responsibilities

Provides daily functional supervision to Senior Tax Analysts, Intake Specialists, Tax Associates, interns, volunteers, and other personnel assigned to the virtual site. Formal personnel actions remain subject to approval by tax operations leadership and Human Resources.

Other Specialties, Certifications, Physical Requirements, and Work Conditions