TAX-AIDE Training Workshop December 2015 Susan Millsap SC CA2 1.

TAX-AIDE

TAX-AIDE

1

Training Workshop

December 2015

Susan Millsap SC CA2

TAX-AIDE2015 Training Workshop CA2 2

Content

● National Objectives

● One Support

● New Portal

● After season issues

● Satisfaction Survey Results

TAX-AIDETax-Aide Strategy Setting

2016 Tax-AideCritical Areas of Focus

Quality –95% Accuracy as determine by IRS Return Reviews1. 100% Policies & Procedures instruction at Counselor Training (program site reviews)

2. 100% explanation about their return and accuracy responsibility to the taxpayer (program site reviews)

Security –•TWO usage to 100% (CCH software ordering)

Growth -•Total People Served - 0% growth (Fed returns plus Q&A, MFJ & state returns only)

•Federal Returns Prepared - TBD by grants (IRS counts via CCH and self reported paper)

Multicultural/Diversity (MME) Outreach -•Multicultural (MME) Taxpayers to 22% (Customer Satisfaction Survey)

•Multicultural (MME) Volunteers to 12% (Direct measure VMIS and Vol Satisfaction Survey)

•Diversity Bundles – 40 new bundle sites (Encourage one new or expanded bundle per state)

New Volunteer Portal –100% adoption of the new volunteer portal system for DC level & above (active system login)


National Objectives

● Budgets and estimated expenses Objectives for 2015-2016 Season

● Diversity Incentive Discuss as effects training Recruitment challenges

TAX-AIDE5

3 Year Tax-Aide Funding & Activity

2012 2013 2014 $-

$2,000,000

$4,000,000

$6,000,000

$8,000,000

$10,000,000

$12,000,000

FDNSeries4VITASeries2TCE

Total Funding $9.05 M $9.43 M $10.50 M

# of Fed Returns 1.58 M 1.59 M 1.69 M

# of People

Helped 2.57 M 2.60 M 2.65 M

# of Sites 5,867 5,624 5,408

TAX-AIDE

Tax-Aide 2014 Expenses $10.5M

.

8

Vol T&S$4.7 M - 45%

Computers, Printers Maintenance & Infrastructure$1.5 M - 15%

Print Supplies$800K - 8%

Print, Postage, Fulfillment$900K - 9%

Comp, Benefits & Taxes$1.8M - 18%

TAX-AIDE

Tax-Aide 2014 Vol Expenses: $4.7 M

Mileage MeetingsVol Recognition efile supplies

$3.06M 66%

$1.17M 25%

$180K 4% $246K

5%

9

TAX-AIDE8

2015 Tax-Aide Budget

By Funding Source: TCE (Oct ‘14-Sep ‘15) = $ 6.68 M 57%

VITA (Jul ‘14-Jun’15) = $ 900 K 10%

AARP FDN (Jan-Dec ‘15) = $ 3.50 M 33%

Total 2015Tax-Aide Budget = $ 11.08 M

Indirect AARP Foundation = $ 2.0 M (Estimate)

TAX-AIDE9

Tax-Aide 2015 Projected Expenses

.

Promo$580K 5%Print Supplies

$800K – 7%

Computers, PrintersMaintenance & Infrastructure$2.5 M - 21%

Print, Postage& Fulfillment$632K - 5%

Comp, Benefits & Taxes$2M - 18%

Volunteer Expenses$5M - 42%

TAX-AIDE

State AZ1 CA1 CA2 CA3 CA4 CA5 NV1 UT1 TOTALS

P A C I F I C

R E G I O N

R E T U R N S

Federal Accepted

50,525 21,443 31,444 12,358 27,014 34,577 12,287 7,109 196,757

State Accepted

45,532 20,895 31,357 12,368 26,657 34,173 493 6,891 178,366

Schedule C

2,535 881 2,143 552 1,692 1,643 400 179 10,025

Single 31,061 13,791 22,555 8,220 18,858 23,785 8,045 3,933 130,248MFJ 16,361 6,255 6,290 3,229 6,039 8,595 3,558 2,880 53,207MFS 289 43 131 60 168 165 7 66 929HofH 2,790 1,344 2,456 844 1,945 2,015 671 227 12,292EITC 5,603 2,395 3,991 1,608 3,914 3,842 1,211 455 23,019

Total EIC $7,233,901

$ 2,859,942 $5,047,850

$ 1,925,151 $ 4,479,706 $ 4,501,566 $ 1,349,946 $485,599

$ 27,883,661

Total Child Tax Credit

$3,333,844

$ 1,266,684 $2,494,701

$866,268

$ 1,653,241 $ 1,757,315 $761,007

$312,772

$ 12,445,832

Total Educ Tax Credit

$583,814

$103,970

$447,795

$88,842

$266,790

$256,604

$106,491

$43,988

$1,898,294

Direct Deposit Returns

21,935 9,324 11,609 5,076 10,205 13,163 5,594 3,393 80,299

Total Refund

Amt

$ 37,163,252 $16,191,161 $ 25,799,609 $ 9,352,432 $20,156,541 $23,047,197 $10,110,404 $ 5,270,495 $ 147,091,091

TP over 60 38,133 16,499 21,528 9,103 19,626 26,774 9,505 6,206 147,374

Paper Federal

514 179 373 159 332 387 114 53 2,111

Paper State 506 135 333 135 287 360 19 58 1,833

TAX-AIDE

TY 2014 Production

11

District e-file Paper TotalAlameda North 3,599 152 3,751Alameda South 1,659 22 1,681Alameda Tri Valley 907 15 922Contra Costa Central 5,545 158 5,703Contra Costa East 921 25 946Contra Costa West 1,364 35 1,399Humboldt/Del Norte 545 7 445Lake 391 8 399Marin 2,028 48 2,076Mendocino 439 10 449Napa 394 2 396San Francisco 2,848 74 2,922San Mateo 4,314 67 4,381Solano 2,512 42 2,554Sonoma 4,111 98 4,209

CA-2 31,577 763 32,233

TAX-AIDE

TY 2009-2014 Production

12

County 2009 2010 2011 2012 2013 2014Alameda 5,607 5,795 5,807 5,603 6,122 6,354Contra Costa 6,670 6,986 7,389 7,500 7,815 8,048Humboldt/Del Norte 492 491 550 548 550 445Lake 560 517 479 451 421 399Marin 2,245 2,128 2,086 2,071 2,055 2,076Mendocino 413 465 407 367 450 449Napa 454 532 535 542 460 396San Francisco 3,131 3,244 3,094 2,921 2,978 2,922San Mateo 4,002 4,010 4,073 3,987 4,097 4,381Solano 1,794 2,013 2,166 2,267 2,559 2,554Sonoma 4,581 4,652 4,471 4,034 4,162 4,209

CA-2 29,949 30,833 31,057 30,291 31,669 32,233


LOCAL BREAKOUT MAY 2015

● Spreadsheet shows the statistics by site.

● Includes breakout of credits claimed.

● Shows statistics with regard to age, filing status, and refunds/payments


DIVERSITY PROJECT

● National level push Source of new funding Increased Advertising and attention

● Local level Creation means equipment bundles Comes with an advertising budget

● Recruitment and Training Challenges


One Support

● Access via New Portal Bottom of left hand insert panel

OneSupport Back Door:URL: https://aarpfoundationtaxaide.zendesk.com/access/normalLogin Email: [email protected]: taxaideenduser1

● Contains areas for all volunteer positions Can indicate preference areas to follow

● Can submit questions or concerns

https://aarpfoundationtaxaide.zendesk.com/access/normal

https://aarpfoundationtaxaide.zendesk.com/access/normal

mailto:[email protected]


General Program Management

● General Show all 22 articles

Policy and Procedures manual chapters Go to Cpt 10-Reimbursements

● For this meeting: Code is W Leader Reimbursement Expense

Meals Transportation

● Client Service Providers Digest


General Program Management

● Training Client Facilitator Training ERO Training Local Coordinator Training Volunteer Site Policy and

Procedures Training

Also have a link to these in the Training Area


New Portal

● Prospects will be able to access their own information

● Hopefully all returning volunteers will be on portal Questions regarding access can

be researched on One Support


NEW PORTAL ACCESS

● Matrix showing who can do what

● Limitations are for current year

● Hopefully they will expand next year


After Season Issues

● National Help Desk Taxpayer Inquiries

● Taxpayers communicating directly with sites or volunteers-discussion

● Areas indicating need for concentration in training


NATIONAL HELPDESK REFERALS

● 32 After April 15 inquiries Taxpayer brought in additional

Forms he/she had missed Missing Refunds

Other checking account IRS not found-sent Rejected-unable to contact TP

ACA Related Typographical Errors


NATIONAL HELPDESK REFERALSContinued

Taxpayer changed numbers Form omitted-Would have been

OSS if included Taxpayer provided wrong

information Actually prepared by paid

preparer-received letter

TAX-AIDE23

SATISFACTION SURVEYMethodology

Methodology

• Taxpayers were given the option of completing the survey in one of two ways:– Taxpayers were given a one-page paper

questionnaire, in English or Spanish, that was attached to the envelope containing the respondents’ completed tax forms.*

– Or, taxpayers could choose to complete an online version, in English or Spanish, of the questionnaire. A link to the online questionnaire was provided to respondents on the written questionnaire.

TAX-AIDE24

* In the past couple of years, taxpayers were given an option of placing a stamp on the BRE (business reply envelope) survey if they wanted to save money for AARP Foundation Tax-Aide. For the 2015 Taxpayer Satisfaction Survey, a test was conducted to determine if any significant differences existed between surveys that required a stamp (courtesy reply envelope) and surveys that did not require a stamp (BRE). A total of 11 Tax-Aide test sites were selected where taxpayers would have an equal chance of receiving a CRE survey or a BRE survey (Note: AARP Foundation Tax-Aide staff presorted CRE and BRE surveys, alternating between each one. Surveys were then shipped to each of the 11 Tax-Aide sites.). All other Tax-Aide sites (non-test sites) received a CRE survey attached to their Tax-Aide envelope. Responses in this report are based on results from the non-test sites. Focusing on non-test sites provides us with a good representation of taxpayers across the U.S. since a random sample was taken among all non-test site surveys. The test site surveys represent only a small fraction of the total surveys received. Results should be comparable to past years.

SATISFACTION SURVEYMethodology-cont

TAX-AIDE25

Methodology

• A total of 173,394 usable questionnaires were received by mail in Lakewood, CA between February 2015 and April 2015. Of these 173,394 usable questionnaires, a random sample of 3,000 was selected for this national report.* This report provides data from 2011, 2013, 2014, and 2015.

• All online data collection was managed in-house by AARP. A total of 2,491 online responses were received between February 2015 and April 2015. This report, however, focuses almost exclusively on the paper survey, with the exception of the Appendix. Due to demographic differences between the online and paper survey results, data from the online survey were not combined with the data from the paper survey.

• As in previous years, a response rate for both the paper and online surveys cannot be calculated because it is not known how many envelopes with the online questionnaire link were distributed.

• Percentages may not total to 100 due to rounding.

SATISFACTION SURVEYMethodology-cont

TAX-AIDE26

How Did Tax-Aide do?KEY

FINDINGS

TAX-AIDE27

Tax-Aide Satisfaction Survey

IMPACT

TAX-AIDE28

If Tax-Aide Wasn’t there? OPTIONS

TAX-AIDE29

Tax-Aide Satisfaction SurveyREFUND

USE

TAX-AIDE30

Age

Source: AARP Foundation Taxpayer Satisfaction Survey (2015, 2014, 2013, 2011).

Age of RespondentsThe percentage of respondents ages 70-79 (31% in 2011 to 36% in 2015) and 80 and over (22% in 2011 to 26% in 2015) has increased over the past five years.

No answer

80+

70-79

60-69

50-59

18-49

0% 20% 40% 60% 80% 100%

5%

22%

31%

25%

9%

7%

2%

23%

34%

27%

9%

6%

2%

25%

33%

27%

8%

6%

4%

26%

36%

25%

6%

3%

2015 (n=3,000)2014 (n=3,000)2013 (n=3,000)2011 (n=3,000)

TAX-AIDE31

Annual Household Income*

Income


The percentage of respondents with incomes less than $20,000 has decreased over time (37% in 2011 to 26% in 2015).

$50K or more

$40K - <50K

$30K - <$40K

$20K - <$30K

$10K - <$20K

<$10K

0% 20% 40% 60% 80% 100%

11%

10%

15%

27%

28%

9%

12%

11%

18%

27%

24%

9%

13%

12%

18%

27%

23%

8%

14%

13%

19%

27%

21%

5%

2015 (n=3,000)2014 (n=3,000)2013 (n=3,000)2011 (n=3,000)

*Please note that these percentages were calculated AFTER excluding from the denominator the many respondents who refused to answer this question. The reason was due to the high percentage of respondents (12%) who refused to answer the question.

TAX-AIDE32

Race/EthnicityRace

/Ethnicity


Q12. Are you of Hispanic, Spanish or Latino origin or descent? *Revised wording for 2014Q13. Which of the following best describes your race? (check all that apply) *Revised response options for 2014

No answer

Other (includes multiple race selections*)

Native American (American Indian or Alaska Native*)

Asian/Pacific Islander (Asian/Native Hawaiian or other Pacific Islander*)

Hispanic

Non-Hispanic Black

Non-Hispanic White

0% 20% 40% 60% 80% 100%

3%

1%

1%

2%

4%

6%

82%

3%

1%

1%

2%

5%

7%

81%

1%

2%

1%

2%

5%

7%

82%

1%

2%

2%

2%

5%

6%

82%

2015 (n=3,000)2014 (n=3,000)*2013 (n=3,000)2011 (n=3,000)

TAX-AIDE33

Language spoken in the home*Spoken

Language

Source: AARP Foundation Taxpayer Satisfaction Survey (2015, 2014,2013, 2011).

Is English the primary language spoken at home? What language is most often spoken in your home? Check one response.

* In 2014, the question to ascertain the language(s) spoken in the home was reworded.

No answer

Other

Spanish

English

0% 20% 40% 60% 80% 100%

3%

1%

1%

95%

3%

1%

1%

96%

2014-2015: Primary Language At Home

2015 (n=3,000) 2014 (n=3,000)

No answer

No

Yes

1%

3%

96%

1%

3%

96%

2011 & 2013: English At Home

2013 (n=3,000) 2011 (n=3,000)

TAX-AIDE34

Disability Status* Disability


Question 15. Does any disability, handicap or chronic disease keep you from participating fully in work, school, household, or other activities?* In 2014, the question to

ascertain disability status was reworded.

Question 15. Are you or a member of your household considered disabled?

No Answer

No

Yes

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

3%

78%

20%

3%

76%

22%

Disability: 2011-2013

2013 (n=3,000) 2011 (n=3,000)

No Answer

No

Yes

0% 20% 40% 60% 80% 100%

4%

70%

26%

5%

67%

27%

Disability: 2014-2015

2015 (n=3,000) 2014 (n=3,000)

TAX-AIDE35

Comparison of Mail and Online Survey Findings**

Mail vs. Online

Demographic Characteristics

Mail Survey

(n=3,000)

Online Survey

(n=2,491)Age Under 50 3% 9%*50-59 6% 11%*60-69 25% 39%*70-79 36% 28%*80 and over 26% 9%*No answer 4% **%GenderMale 30% 38%*Female 67% 60%*No answer 4% 2%*Employment StatusEmployed full-time 8% 13%*Employed part-time 11% 12%Self-employed 1% 1%Retired and not working full- or part-time 73% 64%*Unemployed and looking for work 2% 4%*Other, such as a student or homemaker, who is not employed and not looking for work 3% 4%*No answer 3% 2%**Indicates the attributes of online respondents that are statistically significantly different from those of the mail survey respondents.

**Percentages were calculated before removing refusals. Therefore, differences in the % of mail and online respondents who refused to answer (such as for age, income, disability status,) impact the ability to draw conclusions about differences between the mail and online respondents.

TAX-AIDE36

Comparison of Mail and Online Survey Findings, cont’d.

Mail vs. Online

Demographic Characteristics

Mail Survey

(n=3,000)

Online Survey

(n=2,408)IncomeUnder $10K 5% 5%$10K - $19K 19% 15%*$20K - $29K 24% 20%*$30K - $39K 17% 17%$40K - $49K 11% 12%$50K+ 13% 22%*No answer 12% 8%*Disability StatusYes 27% 22%*No 67% 76%*No answer 5% 2%*Involved in AARP activities in the last 12 monthsYes 30% 20%*No 66% 79%*No answer 4% 1%*Number of Times Used AARP Tax-AideFirst time 16% 27%*2-3 times 29% 32%*4-6 times 33% 28%*7+ times 22% 13%*No answer 1% **%

*Indicates the attributes of online respondents that are statistically different from those of the mail survey respondents.

TAX-AIDE Training Workshop December 2015 Susan Millsap SC CA2 1.

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Transcript of TAX-AIDE Training Workshop December 2015 Susan Millsap SC CA2 1.