VITA Client Services & Outreach Coordinator

Job Description

Job Description

Description:

VITA Client Services & Outreach Coordinator

Marksbury/Palmer WayPoint Center
400 East Fifth Street
Lexington, KY 40508

Description

The VITA Client Services & Outreach Coordinator enhances client access and community engagement for United Way of the Bluegrass’s Volunteer Income Tax Assistance (VITA) program. This position manages the full client experience, from initial contact through appointment scheduling, intake preparation, service coordination, and follow-up, while leading outreach efforts that expand the program’s reach throughout Central Kentucky.

The Coordinator serves as a key point of contact for clients and community partners, ensuring a welcoming, efficient, and high-quality experience that reflects UWBG’s commitment to financial empowerment and self-sufficiency. The position also supports VITA site operations, volunteer coordination, data collection, and compliance with applicable IRS program requirements.

This position reports to the VITA Program Manager and works closely with Site Coordinators, volunteer tax preparers, community partners, the Community Impact team, Marketing, WayPoint Centers, and the Bank On Coalition.

This is an IRS grant-funded position. Continued employment is contingent upon the continuation of the applicable grant funding and United Way of the Bluegrass’s ongoing receipt of those funds. If funding is reduced, delayed, or discontinued, the position may be subject to a reduction in hours, restructuring, or elimination.

Essential Functions

Client Intake and Appointment Coordination

• Serve as the primary point of contact for clients seeking VITA services through telephone, email, text, and in-person communication.
• Manage appointment scheduling across all VITA sites, balancing volunteer tax-preparer capacity with client demand.
• Conduct client intake and verify required documentation and program eligibility before scheduled appointments to reduce delays and rescheduling.
• Maintain accurate and current client records in program tracking systems, ensuring data quality for IRS and grant reporting.
• Troubleshoot scheduling conflicts, cancellations, and missed appointments and proactively assist clients with rescheduling.
• Communicate appointment requirements, site information, and documentation expectations clearly and professionally.
• Help clients navigate VITA scheduling, intake, and service processes while protecting confidential taxpayer and personal information.

Site and Volunteer Support

• Prepare client-intake packets, site materials, program supplies, and technology needs before each tax-preparation session.
• Coordinate with Site Coordinators and volunteer tax preparers to support smooth and efficient daily operations.
• Support volunteer onboarding logistics, including scheduling, preparation of materials, and day-of-site assistance.
• Monitor client flow and wait times at VITA sites and recommend scheduling adjustments to improve efficiency and client satisfaction.
• Assist with resolving routine site, scheduling, technology, or client-service concerns.
• Help ensure clients, volunteers, and Site Coordinators receive timely and accurate program information.

Community Outreach and Engagement

• Plan and staff outreach events, community presentations, tabling opportunities, and other activities that increase awareness of free tax-preparation services.
• Build and maintain relationships with community partners, employers, faith-based organizations, social-service agencies, and other referral sources.
• Develop and distribute flyers, social media content, translated materials, and other outreach resources in coordination with the Marketing team.
• Represent the VITA program at coalition meetings, community events, and Bank On Coalition activities.
• Identify barriers that may prevent underserved populations, including rural and non-English-speaking clients, from accessing VITA services.
• Help develop and implement outreach approaches that improve access for underserved communities.
• Track outreach activities, referral sources, community partnerships, and related program outcomes.

Client Follow-Up and Satisfaction

• Conduct post-service follow-up to confirm client satisfaction, gather feedback, and identify additional service needs.
• Refer clients to complementary UWBG programs and services, including WayPoint Centers and other financial-empowerment resources.
• Track and report client-satisfaction measures and outreach outcomes to support continuous program improvement.
• Assist with collecting client success stories and testimonials for grant reporting, funder communications, and organizational storytelling.
• Communicate recurring client concerns, service barriers, and improvement opportunities to VITA program leadership.
• Maintain professionalism, sensitivity, and confidentiality throughout all client communications and follow-up activities.

Program Support and Compliance

• Support VITA program leadership with the collection, entry, review, and maintenance of data required for IRS and grant-compliance reporting.
• Help maintain site readiness in accordance with IRS Quality Site Requirements and other applicable program standards.
• Maintain accurate and organized client, scheduling, outreach, and program records.
• Protect taxpayer and client information in accordance with applicable privacy, confidentiality, and data-safeguarding requirements.
• Complete required training or IRS VITA certification as directed.
• Assist with administrative responsibilities related to VITA program operations.
• Perform other related duties and support special projects as assigned.

Requirements:

  Qualifications

• Associate degree or an equivalent combination of education and relevant professional experience.
• At least one year of experience in customer service, client services, appointment scheduling, community outreach, or a related area.
• Strong interpersonal and communication skills, with the ability to establish rapport and work respectfully with clients from diverse backgrounds.
• Excellent organizational skills and attention to detail, with the ability to manage multiple schedules, priorities, client needs, and deadlines simultaneously.
• Proficiency with basic office and scheduling technology, including Microsoft Office, scheduling platforms, customer relationship management systems, or client-tracking databases.
• Reliable transportation and the ability to travel locally between UWBG offices, VITA sites, community partner locations, and outreach events.
• Ability to work evenings and Saturdays during the tax filing season.
• A client-centered approach that treats each interaction as an opportunity to build trust and confidence in the program.
• Strong follow-through and the ability to keep scheduling, intake, documentation, and follow-up processes organized and accurate.
• Ability to build authentic and productive relationships with clients, volunteers, community partners, and referral organizations.
• Adaptability and the ability to manage a fluctuating, seasonal workload with professionalism and flexibility.
• Ability to collaborate effectively with volunteers, Site Coordinators, community partners, and Community Impact team members.
• Bilingual English and Spanish communication skills strongly preferred.
• Previous experience with VITA, financial-empowerment programming, nonprofit services, or community-based programs preferred.
• Familiarity with basic income-tax concepts or a willingness to complete applicable IRS VITA training and certification.
• Experience with community outreach, event coordination, or volunteer management preferred.

Work Environment

This position operates in a combination of professional office, community, and VITA tax-preparation site environments. Work is performed primarily at community-based VITA sites and UWBG’s Perimeter Drive office, with regular local travel between program sites, partner locations, meetings, and community events.

The role routinely uses standard office equipment, computers, phones, scheduling software, client-tracking systems, and digital communication platforms. The position requires frequent interaction with clients, volunteers, Site Coordinators, employees, community partners, and members of the public.

During the peak tax season, the employee may work in busy, public-facing environments with moderate noise levels, crowds, changing activity levels, competing priorities, and periods of high client demand.

Expected Work Hours

This is a full-time, non-exempt position with a standard workweek of 37.5 hours. Regular working hours are generally Monday through Friday, from 8:30 a.m. to 5:00 p.m.

Evening and Saturday work is required during the peak tax filing season, generally January through April. Occasional adjusted hours may also be required to support VITA sites, community outreach events, volunteers, filing deadlines, or client needs.

All hours worked must be accurately recorded and managed in accordance with UWBG’s timekeeping and overtime-approval requirements.

Physical Requirements

The employee must be able to perform the essential functions of the position, with or without reasonable accommodation. The position regularly requires the employee to:

• Remain in a stationary position and work at a computer for extended periods.
• Sit, stand, and move throughout office, community, event, and VITA site environments for extended periods.
• Communicate effectively in person and through telephone, video, text, email, and other electronic platforms.
• Operate standard office, computer, scheduling, and tax-program equipment.
• Travel between UWBG offices, VITA sites, community partner locations, and outreach events.
• Occasionally lift, carry, or move program supplies, equipment, files, or outreach materials weighing up to 25 pounds.
• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the position’s essential functions.

Pre-Employment Screening Requirements

Employment is contingent upon the successful completion of UWBG’s applicable pre-employment screening requirements, which may include:

• Verification of employment history and educational or professional qualifications.
• Professional reference checks.
• Criminal background screening.
• Verification of a valid driver’s license and required automobile insurance.
• Verification of authorization to work in the United States.
• Completion of any IRS-required suitability, training, certification, or program requirements.
• Any additional screening required because of the position’s access to taxpayer information, confidential client records, or federally funded program systems.

Benefits

• United Way of the Bluegrass offers eligible full-time employees a comprehensive benefits package that may include:
• Medical, dental, and vision insurance.
• Employer-paid and voluntary life insurance options.
• Short-term and long-term disability coverage.
• Health reimbursement and flexible spending account options.
• Retirement plan participation.
• Paid time off and paid organizational holidays.
• Employee assistance and wellness resources.
• Professional development opportunities.
• Benefit eligibility, coverage, and contribution amounts are governed by the terms of the applicable plans and organizational policies.

Salary

The anticipated hourly pay rate for this full-time, non-exempt position is $24.18 per hour depending on the selected candidate’s qualifications, experience, and relevant client-service, outreach, and program-support experience.

This is an IRS grant-funded position. Continued employment is contingent upon the continuation of the applicable grant funding and United Way of the Bluegrass’s ongoing receipt of those funds. If funding is reduced, delayed, or discontinued, the position may be subject to a reduction in hours, restructuring, or elimination.