Seasonal Drop-Off Manager

Job Description

Job Description:\n\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 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 Position Summary\n The Drop-Off Manager is responsible for handling and ensuring the timely completion of all drop-off tax returns assigned to one or more CWF tax sites. The Manager controls the drop-off inventory from initial receipt through secure document return; confirms complete intake, consent, and document inventory; assigns returns to appropriately certified Tax Associates and Senior Tax Analysts; monitors preparation, taxpayer interview, missing-information follow-up, quality review, correction, signature, and delivery; maintains accurate status records; and escalates aging, complex, rejected, or unresolved returns. The role protects taxpayer documents and information, coordinates workload across assigned sites, communicates realistic completion expectations, and ensures no return is transmitted or represented as complete before every required CWF and IRS VITA/TCE step has been satisfied.\n Role and ResponsibilitiesDrop-Off Program Ownership and Completion\n \n Maintain responsibility for the full inventory and completion status of all drop-off returns assigned to the designated tax site or sites.\n Manage each return through receipt, intake validation, document inventory, assignment, taxpayer interview, preparation, missing-information resolution, independent quality review, correction, taxpayer approval and signatures, transmission readiness, document return, and closeout.\n Establish daily priorities based on intake date, filing deadline, taxpayer commitment, return complexity, document completeness, staff certification, and operational risk.\n Review the open-return inventory at the beginning and end of each shift and take action on returns that are idle, aging, approaching deadlines, or awaiting unresolved follow-up.\n Ensure no drop-off return is lost, overlooked, duplicated, prematurely closed, transmitted without authorization, or left unresolved without documented escalation.\n Coordinate completion across more than one tax site when assigned and maintain clear site-specific ownership, location, and status records.\n Intake Validation and Secure Document Control\n \n Confirm each drop-off package contains a complete IRS intake and interview form, required CWF forms and consents, accurate taxpayer contact information, legible source documents, identification documentation, and an itemized document inventory.\n Identify incomplete intake, missing signatures, inconsistent information, absent documents, or visible scope concerns before assigning the return for preparation.\n Ensure each package is labeled and stored using approved identifiers and secure physical or electronic controls without exposing taxpayer information.\n Maintain chain-of-custody records whenever documents or return responsibility move among intake staff, preparers, reviewers, sites, secured storage, or the taxpayer.\n Verify taxpayer identity and authorization before releasing source documents, completed returns, copies, or information.\n Immediately report missing documents, damaged records, unauthorized access, misdirected information, or suspected data exposure.\n Assignment and Workflow Management\n \n Assign returns only to Tax Associates whose current IRS certification, state or local certification, CWF approval, and system access match the return's expected scope.\n Balance assignments based on preparer and reviewer capacity, complexity, aging, deadlines, language needs, work location, and performance history.\n Maintain an accurate status for every return, including awaiting intake correction, ready for assignment, in preparation, awaiting taxpayer interview, awaiting documents, in quality review, returned for correction, awaiting signature, ready for delivery, completed, referred, or closed incomplete.\n Coordinate with Tax Site Coordinators to secure adequate preparer and quality-review coverage and raise capacity concerns before backlogs become unmanageable.\n Reassign returns promptly when personnel are absent, an assignment exceeds certification, progress stalls, or completion is otherwise at risk.\n Prevent staff from removing taxpayer documents, using unapproved communication tools, or retaining work outside approved secured locations and systems.\n Taxpayer Interview and Follow-Up\n \n Ensure the required taxpayer interview is completed by an appropriately certified individual and that unclear intake responses or conflicting documents are resolved directly with the taxpayer.\n Contact taxpayers through approved methods regarding missing information, questions, estimated completion, signature appointments, document pickup, rejected-return follow-up, or referrals.\n Maintain dated notes of contact attempts, information received, commitments, unresolved questions, and next actions without placing unnecessary sensitive information in logs.\n Provide realistic completion expectations and avoid promising refund amounts, acceptance, processing dates, or outcomes.\n Escalate repeated contact failures, approaching filing deadlines, taxpayer complaints, language or accessibility barriers, and returns that cannot be completed within program scope.\n Close incomplete or abandoned files only with appropriate approval and documentation under CWF procedures.\n Quality Review, Corrections, and Finalization\n \n Ensure every prepared drop-off return receives an independent quality review by an authorized Senior Tax Analyst or other designated reviewer before taxpayer signature or transmission.\n Track reviewer findings, return corrections to the assigned preparer, monitor correction completion, and confirm final approval is documented.\n Verify completion of required consents, taxpayer review, identity checks, banking confirmation, signatures, copies, and document-return steps before closing the file.\n Monitor rejected, held, or validation-failed returns assigned for follow-up and ensure corrections or taxpayer communications occur within established timelines.\n Ensure out-of-scope, unsupported, or unresolved returns are referred appropriately and are not forced through the preparation process to meet production goals.\n Coordinate with tax leadership regarding amended returns, extensions, identity-theft issues, casualty matters, complex schedules, or other special cases within approved service models.\n Reporting, Backlog Control, and Escalation\n \n Prepare accurate daily or scheduled reports showing returns received, completed, aging, awaiting documents, awaiting taxpayer contact, in preparation, in quality review, awaiting signature, rejected, referred, or otherwise unresolved.\n Communicate backlog size, completion forecasts, staffing needs, quality trends, taxpayer concerns, security risks, and deadline exposure to the Tax Site Coordinator and tax operations leadership.\n Escalate returns that exceed established aging thresholds, remain inactive, lack qualified staff, involve repeated errors, present scope concerns, or may miss a filing deadline.\n Develop and execute approved backlog-reduction plans, including workload redistribution, added review coverage, scheduled taxpayer contact, or transfer among sites.\n Reconcile tracking records with physical and electronic files routinely and immediately investigate any discrepancy.\n Complete end-of-season reconciliation showing the final disposition of every drop-off return and confirm all taxpayer documents are returned, secured, or handled according to policy.\n Leadership, Compliance, and Site Collaboration\n \n Provide day-to-day workflow direction to staff, interns, and volunteers assigned to drop-off intake, preparation, review, follow-up, or document return.\n Enforce IRS Volunteer Standards of Conduct, Intake/Interview and Quality Review procedures, Quality Site Requirements, certification boundaries, CWF policies, and privacy safeguards.\n Coach assigned personnel on status documentation, secure handling, taxpayer communication, timely handoffs, and completion expectations.\n Partner with Tax Site Coordinators, Senior Tax Analysts, Intake Specialists, Tax Associates, and tax operations leadership to resolve barriers without weakening quality requirements.\n Immediately report suspected fraud, identity theft, coercion, unauthorized access, data exposure, misconduct, threats, injuries, or other material incidents.\n Participate in required training, meetings, performance feedback, site reviews, and closeout activities and perform related duties assigned by tax operations leadership.\n \n Competencies, Knowledge, Skills and AbilitiesWorkload and Completion Management\n \n Maintains complete visibility into a multi-step return inventory and drives timely action from receipt through final disposition.\n Prioritizes aging, deadlines, complexity, staffing capacity, taxpayer commitments, and operational risk.\n Organization and Document Control\n \n Keeps precise status, assignment, contact, chain-of-custody, and completion records.\n Protects physical and electronic information and promptly reconciles discrepancies.\n Tax-Site and Quality Knowledge\n \n Understands VITA/TCE workflow, certification scope, required interviews, independent quality review, signatures, transmission readiness, and rejected-return follow-up.\n Recognizes out-of-scope, high-risk, incomplete, or unsupported returns and escalates appropriately.\n Leadership and Communication\n \n Assigns work clearly, follows up consistently, coordinates across sites, and communicates backlogs or risks early.\n Provides respectful direction to staff and clear, realistic information to taxpayers.\n Integrity, Judgment, and Client Focus\n \n Maintains confidentiality, resists pressure to bypass required steps, and protects taxpayer documents and interests.\n Provides equitable, dignified service and makes timely decisions during high-volume periods.\n Technology and Data\n \n Uses tax software, spreadsheets, appointment and tracking systems, scanners, email, and reporting tools effectively.\n Produces accurate inventory and aging reports that support operational decisions.\n \n \n Qualifications (Education and Experience)Education\n \n High school diploma or equivalent required.\n Associate or bachelor's degree in accounting, finance, business, operations, public administration, or a related field preferred.\n Experience and Credentials\n \n At least two tax seasons of VITA/TCE, individual income-tax preparation, quality review, drop-off processing, or comparable tax operations experience strongly preferred.\n Experience coordinating work queues, case inventories, document control, multi-step client services, or deadline-driven operations required.\n Ability to obtain and maintain IRS Volunteer Standards of Conduct, Intake/Interview and Quality Review, Advanced, and other state, local, specialty, or managerial certifications required by CWF.\n Demonstrated ability to track a high volume of open items, assign work, follow up consistently, resolve bottlenecks, and meet filing deadlines.\n Strong attention to detail, written documentation, customer service, problem-solving, de-escalation, and communication skills.\n Proficiency with tax software, spreadsheets, email, scanners, electronic document systems, and tracking or reporting tools.\n Bilingual or multilingual ability is valued based on community and site needs.\n \n Supervisory Responsibilities\n Provides daily functional direction to Intake Specialists, Tax Associates, interns, volunteers, Senior Tax Analysts, and other personnel assigned to drop-off workflow. Formal personnel supervision and employment decisions remain with the Tax Site Coordinator, tax operations leadership, and Human Resources.\n Other Specialties, Certifications, Physical Requirements, and Work Conditions\n \n \n 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.\n Regular, predictable attendance is required. Evening, weekend, extended, and holiday hours may be required during training, site launch, peak filing periods, deadlines, and closeout.\n 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.\n The position routinely uses computers, phones, tax software, appointment and data systems, scanners, printers, and other office equipment.\n 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.\n The employee must maintain taxpayer confidentiality, safeguard personally identifiable information, follow CWF and IRS security requirements, and immediately report suspected privacy or security incidents.\n Employment is contingent upon completing required onboarding, training, background or screening requirements, and IRS certifications established for the assignment.