Seasonal Tax Site Coordinator

Job Description

Job Description

Overview of 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:

1. 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.
2. 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.
3. Collaboration   and   Partnerships:   We value collaboration with organizations, government agencies, businesses, educational institutions, and individuals who share our commitment to working families.
4. Data-Driven Decision-Making:  We use evidence and data to guide policies, programs, and operational decisions, ensuring that our efforts are effective and impactful.
5. 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.

Position Summary

The Tax Site Coordinator leads the daily operation of an assigned CWF tax site and is accountable for safe, compliant, efficient, and client-centered service delivery. The Coordinator organizes client flow from arrival through departure; assigns and supports Intake Specialists, Tax Associates, Senior Tax Analysts, interns, and volunteers; oversees appointments, walk-ins, drop-off returns, staffing coverage, equipment, supplies, records, opening, and closing; monitors production and wait times; resolves operational and client concerns; and escalates tax, personnel, technology, safety, privacy, or compliance issues. Philadelphia and New Jersey Tax Site Coordinators report to the Tax Operations Area Manager; New York Tax Site Coordinators report to the Director of Tax Operations - New York; Virtual Tax Site Coordinators report to the Tax Operations Area Manager - Virtual. The role ensures adherence to IRS Volunteer Income Tax Assistance/Tax Counseling for the Elderly requirements, CWF procedures, Quality Site Requirements, taxpayer confidentiality standards, and approved service goals throughout the tax season.

Roles and Responsibilities

Site Leadership and Daily Operations

• Open, organize, and close the assigned site according to CWF checklists, posted schedules, host-site requirements, security procedures, and IRS Quality Site Requirements.
• Direct daily workflow for appointments, walk-ins, intake, tax preparation, quality review, drop-off services, signatures, return transmission readiness, referrals, and client departure.
• Confirm adequate staff coverage, assign workstations and functions, conduct opening huddles, communicate daily priorities, and adjust assignments based on volume, certification level, and service needs.
• Monitor wait times, appointment status, unfinished returns, production, staff availability, and client flow; make timely adjustments to prevent avoidable delays or bottlenecks.
• Maintain an orderly, professional, accessible, and welcoming environment for clients, staff, interns, volunteers, and partner representatives.
• Complete required opening, operating, incident, production, and closing documentation accurately and timely.

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, follow-up instructions, and referrals before leaving the site.
• Support language access, disability access, privacy, dignity, and consistent service for diverse individuals and families.

Drop-off Return Management

• Coordinate with the assigned Drop-Off Manager and maintain site-level awareness of drop-off volume, aging returns, unresolved barriers, staffing needs, and material compliance concerns.
• Confirm complete intake, document inventory, contact information, consent, secure labeling, chain of custody, assignment, status tracking, taxpayer interview, quality review, signatures, and return delivery.
• Maintain a current log of returns awaiting preparation, missing information, quality review, taxpayer contact, signature, correction, or other follow-up.
• Protect documents in approved secured locations and ensure no return is transmitted or released before all required steps are complete.
• Escalate aging, incomplete, complex, rejected, or unresolved drop-off returns within required timelines.

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

• Confirm workstations, internet access, tax software, printers, scanners, phones, appointment tools, security equipment, and supplies are operational before service begins.
• Troubleshoot routine issues, use approved support channels, communicate outages, and implement authorized continuity procedures.
• Maintain inventory and control of laptops, identification badges, keys, documents, supplies, and other assigned property.
• Coordinate with host-site representatives regarding access, space, safety, cleanliness, building procedures, and operational concerns.

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 site. Formal personnel actions remain subject to approval by tax operations leadership and Human Resources.

Other Specialties, Certifications, Physical Requirements, and Work Conditions

• This is a temporary, seasonal position. Work dates, weekly hours, assigned location, and continuation of employment depend on tax-season needs, funding, site schedules, performance, and client demand.
• Regular, predictable attendance is required. Evening, weekend, extended, and holiday hours may be required during training, site launch, peak filing periods, deadlines, and closeout.
• The position may operate at CWF offices, tax sites, partner facilities, community locations, or in an approved virtual setting and may be reassigned based on operational need.
• The position routinely uses computers, phones, tax software, appointment and data systems, scanners, printers, and other office equipment.
• The position requires prolonged sitting or standing, frequent interaction with the public, movement throughout the tax site, and the ability to lift or move materials weighing up to 10 pounds.
• The employee must maintain taxpayer confidentiality, safeguard personally identifiable information, follow CWF and IRS security requirements, and immediately report suspected privacy or security incidents.
• Employment is contingent upon completing required onboarding, training, background or screening requirements, and IRS certifications established for the assignment.