Seasonal Resource Specialist

Job Description

Job Description:\n\n \n **THIS POSITION IS FOR THE 2027 TAX SEASON BEGINNING IN JANUARY**\n Overview Campaign For Working Families\n 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:\n \n \n Equity and Inclusion: We believe all individuals and families, regardless of background, race, gender, or socioeconomic status, should have equitable opportunities and access to resources.\n Family-Centered Approach: We prioritize policies and initiatives that support family well-being, stability, and growth, recognizing that strong families are the foundation of thriving communities.\n Collaboration and Partnerships: We value collaboration with organizations, government agencies, businesses, educational institutions, and individuals who share our commitment to working families.\n Data-Driven Decision-Making: We use evidence and data to guide policies, programs, and operational decisions, ensuring that our efforts are effective and impactful.\n Respect and Dignity: We treat every individual with respect and dignity, recognize each person's inherent worth, and work to create systems that uphold these values.\n \n \n \n Position Summary\n The Seasonal Resource Specialist expands access to CWF's family-stability and economic-mobility services by rotating among assigned tax sites and engaging tax filers while they receive tax preparation services. The Specialist screens clients for potential public-benefit eligibility; assists with applications and enrollment for available benefits, including Pennsylvania's Property Tax/Rent Rebate Program (PACE); explains CWF's family-stability, financial capability, asset-building, matched-savings, public-benefits, and related services; completes warm referrals; documents services and outcomes; and follows up on incomplete applications. The role reports to the Director or Manager of Family Stability and works closely with tax-site leadership without interrupting required tax preparation, quality review, confidentiality, or client-flow procedures. The Specialist must obtain IRS Basic tax certification to understand the tax-site environment and support informed client engagement but prepares returns only when separately assigned and authorized.\n \n Role and Responsibilities\n Tax-Site Outreach and Client Engagement\n \n \n Travel among assigned CWF tax sites according to the approved seasonal deployment schedule and adjust coverage based on client volume, program priorities, staffing, and direction from Family Stability leadership.\n Coordinate daily arrival, workspace, outreach timing, client routing, and service expectations with the Tax Site Coordinator or designated site leader.\n Engage tax filers respectfully in waiting areas, intake transitions, post-preparation activities, scheduled appointments, or other approved points without delaying tax service or compromising privacy.\n Provide brief, accurate explanations of available benefits and CWF services, determine whether the client wants additional assistance, and obtain appropriate consent before collecting information.\n Use approved outreach materials, scripts, eligibility tools, referral forms, and enrollment platforms and maintain a professional, visible, approachable presence at each site.\n Support language access, disability access, cultural responsiveness, dignity, and equitable participation for diverse individuals and families.\n \n \n Public-Benefit Screening and Enrollment\n \n \n Conduct preliminary screening for public benefits using current eligibility guidelines, approved tools, and information provided by the client.\n Assist eligible or potentially eligible clients with applications, renewals, document collection, account creation, consent, submission, and status follow-up for approved benefit programs.\n Explain eligibility factors, required documentation, application steps, deadlines, verification requests, and next actions in clear language while avoiding guarantees of eligibility or approval.\n Review applications for completeness and visible inconsistencies before submission and help clients address missing information through approved procedures.\n Refer complex eligibility, immigration, legal, tax, appeal, overpayment, fraud, or case-resolution issues to Family Stability leadership or another qualified resource.\n Remain current on benefit rules, income limits, household definitions, documentation requirements, deadlines, program changes, and referral resources relevant to assigned communities.\n \n \n PACE and Property Tax/Rent Rebate Assistance\n \n \n Educate potentially eligible tax filers about Pennsylvania's Property Tax/Rent Rebate Program and CWF's available PACE application assistance.\n Screen for potential eligibility using current age, disability, widow or widower, residency, income, property-tax, rent, and other program criteria established by the Commonwealth and CWF.\n Assist clients in gathering required income, identification, property-tax, rent, landlord, rebate, and supporting documentation and completing approved application steps.\n Coordinate with tax preparers when tax-return information may support the benefit application while maintaining role boundaries, taxpayer consent, and secure information handling.\n Track incomplete applications, missing documents, client contact attempts, submissions, approvals, denials, and unresolved matters according to program requirements.\n Escalate unusual eligibility questions, conflicting documentation, deadline concerns, appeals, suspected misrepresentation, or cases outside the Specialist's authority.\n \n \n CWF Services, Warm Referrals, and Client Follow-Up\n \n \n Inform clients about relevant CWF services, which may include Family Stability, public-benefit access, financial education, financial coaching, asset building, matched savings, workforce opportunities, tax controversy assistance, and partner resources.\n Match referrals to the client's stated needs and explain the purpose, basic eligibility, expected process, required next step, and appropriate contact information.\n Complete warm handoffs to CWF staff or trusted partners whenever practical rather than providing only general information.\n Schedule appointments, submit referral forms, document client consent, and conduct timely follow-up on incomplete or pending services as assigned.\n Avoid representing that enrollment, funding, assistance, placement, savings incentives, legal outcomes, or other services are guaranteed.\n Identify urgent concerns involving housing instability, utility shutoff, food insecurity, safety, or other immediate hardship and follow CWF escalation and referral procedures.\n \n \n Documentation, Data, and Performance\n \n \n Enter complete, accurate, and timely screening, application, referral, consent, follow-up, and outcome information in approved CWF or partner systems.\n Maintain daily records of sites visited, clients engaged, screenings completed, applications started or submitted, PACE activity, referrals, follow-up needs, and service outcomes.\n Protect client information by collecting only what is required, using approved systems, securing documents, and avoiding sensitive discussions in public areas.\n Reconcile open applications and referrals regularly and notify Family Stability leadership of aging items, missing documentation, unreachable clients, system barriers, or approaching deadlines.\n Submit required productivity, outcome, narrative, and incident reports by established deadlines and correct documentation errors promptly.\n Use client feedback, referral patterns, site results, and application outcomes to recommend outreach, workflow, training, or service improvements.\n \n \n Tax-Site Coordination and IRS Certification\n \n \n Complete and maintain IRS Volunteer Standards of Conduct, Intake/Interview and Quality Review, Basic tax-law, and other training or certification required by CWF before or during site assignment.\n Use tax knowledge to understand the client-service environment, identify appropriate engagement points, communicate effectively with tax personnel, and recognize possible benefit connections.\n Do not provide tax advice, interpret a tax return, modify taxpayer information, or prepare or quality-review returns unless separately authorized, certified, and assigned to that function.\n Follow Tax Site Coordinator direction concerning client flow, work areas, safety, opening and closing, technology, host-site rules, and incident response while remaining accountable to Family Stability leadership for program work.\n Coordinate with Intake Specialists, Tax Associates, Senior Tax Analysts, Drop-Off Managers, interns, volunteers, and call-center staff to support accurate referrals and avoid duplication.\n Participate in required tax-season meetings, training, coaching, program updates, observations, and closeout activities.\n \n \n Compliance, Confidentiality, and Professional Conduct\n \n \n Follow CWF policies, IRS Volunteer Standards of Conduct, program requirements, informed-consent procedures, privacy rules, data-security standards, and partner agreements.\n Obtain client permission before accessing, using, or sharing tax, benefit, financial, household, health, or other personal information for an additional service.\n Use only authorized accounts, devices, systems, storage locations, and communication methods and never share passwords or system credentials.\n Immediately report suspected fraud, identity theft, coercion, unauthorized access, data exposure, discrimination, harassment, threats, injuries, or other material incidents.\n Maintain appropriate professional boundaries and provide factual information without legal advice, tax advice beyond authorization, eligibility guarantees, or personal financial recommendations.\n Perform related seasonal Family Stability and client-resource duties assigned by the Director or Manager of Family Stability.\n \n \n \n Competencies, Knowledge, Skills and Abilities\n Public-Benefit Knowledge\n \n \n Understands common federal, state, and local public benefits, eligibility factors, documentation, application processes, renewal requirements, and referral resources.\n Uses current guidance and approved screening tools and recognizes when a matter requires escalation.\n \n \n Client Engagement and Service\n \n \n Approaches clients respectfully, listens carefully, explains complex processes in plain language, and motivates appropriate next steps without pressure.\n Provides trauma-informed, family-centered, culturally responsive service with patience, empathy, and professional boundaries.\n \n \n Organization and Follow-Through\n \n \n Manages multiple sites, applications, referrals, deadlines, documents, and follow-up commitments reliably.\n Maintains accurate records and closes the loop on incomplete or pending services.\n Communication and Collaboration\n \n Communicates clearly with clients, Family Stability staff, tax-site personnel, government agencies, and community partners.\n Coordinates work across departments while respecting operational authority, confidentiality, and role boundaries.\n Technology and Data\n \n Uses benefit portals, case-management systems, spreadsheets, email, scanners, virtual tools, and tax-site technology effectively.\n Produces accurate service and outcome data and identifies discrepancies promptly.\n Integrity, Equity, and Judgment\n \n Protects sensitive information, obtains informed consent, applies eligibility guidance consistently, and avoids promises or unauthorized advice.\n Recognizes urgent needs, compliance risks, or matters outside scope and escalates them promptly.\n \n Qualifications (Education and Experience)Education\n \n High school diploma or equivalent required.\n Associate or bachelor's degree, college coursework, or relevant training in social services, human services, public administration, social work, financial counseling, community health, or a related field preferred.\n Experience and Credentials\n \n At least one year of experience in public benefits, benefits navigation, case management, social services, community outreach, tax-site services, financial capability, or comparable client-facing work preferred.\n Working knowledge of public-benefit eligibility, application procedures, required documentation, and community resources required.\n Experience assisting with PACE, the Pennsylvania Property Tax/Rent Rebate Program, or similar benefit programs strongly preferred for Pennsylvania assignments.\n Ability to obtain and maintain IRS Volunteer Standards of Conduct, Intake/Interview and Quality Review, Basic tax certification, and other certifications required by CWF.\n Strong client-service, interviewing, documentation, organization, follow-up, problem-solving, and verbal and written communication skills.\n Ability to travel reliably among assigned tax sites and work independently while remaining connected to Family Stability leadership.\n Proficiency with computers, email, Microsoft Office, data-entry systems, web-based benefit portals, scanners, and virtual communication tools.\n Bilingual or multilingual ability is strongly valued based on the communities served.\n \n Supervisory ResponsibilitiesThis position has no formal supervisory responsibility. The Seasonal Resource Specialist may provide approved process guidance to interns or volunteers supporting outreach and benefit enrollment when directed by Family Stability leadership.\n Other Specialties, Certifications, Physical Requirements, and Work Conditions\n \n This is a temporary, seasonal position. Work dates, weekly hours, site assignments, and continuation of employment depend on tax-season needs, funding, performance, program schedules, and client demand.\n Regular, predictable attendance is required. Evening, weekend, extended, and holiday hours may be required during training, site launches, peak filing periods, benefit deadlines, and closeout.\n Frequent local travel among CWF tax sites, partner facilities, community locations, and offices is an essential function. The employee must maintain reliable transportation or another dependable means of reaching assigned locations.\n The position routinely uses computers, phones, web-based benefit portals, case-management and tax-site systems, scanners, printers, and other office equipment.\n The work requires prolonged sitting or standing, frequent public interaction, movement throughout tax sites, and t